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What can I do if I’m not happy with my service provider?

Staff member assisting NDIS participant

Finding the right providers for all your NDIS services can be difficult, so we look at what you can do if you’re not happy with your provider and want to find a new one.

Everyone has the right to choose a service provider they feel comfortable with and who understands their client’s goals. This is often a personal decision, that’s why at MPM, we don’t recommend specific providers because it’s really important to us that our clients have control over their supports and make their own choices.

Finding the right provider isn’t always easy but you shouldn’t settle for providers who aren’t a good fit for you and your needs. It’s important to remember, this is YOUR NDIS funding and the provider works for you. If they don’t meet your needs, think about finding another provider that will.

1. Talk to your provider

If you have a provider who isn’t meeting your needs you have the right to talk to them about your concerns, if you feel comfortable enough to do so. This could be daunting but it’s best to be up front with them about the things that are bothering you and be really specific what you need them to do differently. If you think this might be a difficult conversation to have, you may like to bring along someone else who can support you and help you to get your message across. Making notes about the points you want to discuss can also help you to keep the conversation on track. A good provider should be open to having this conversation and adapting their service to suit your needs.

2. End services with your current provider

You don’t need to keep using your current provider if you’re not completely satisfied with the service – the choice is completely up to you. Check your service agreement (if you have one). Your service agreement will outline whether you need to provide any notice when ending the contract. It’s important to follow the steps outlined in your agreement.

If you don’t have a service agreement in place, you won’t need to give notice – you can just let your provider know you won’t need their services anymore.

Reassess your needs

It’s worth asking yourself a few questions to determine if your current services are meeting your needs:

  • Are your services helping you to achieve your goals?
  • Could it be worthwhile trying a completely different type of service?
  • What do you want from your new provider that your last provider was lacking?
  • Is cost a factor? Could you find a new provider who is cheaper but meets your needs?

Start searching for a new provider

A good place to start searching for a new provider is through NDIS provider search engines and support worker online platforms who can find providers in your local community. We have a good article on our blog help you to find all the information you need to make your own decisions about providers.

Select a new provider

Once you’ve found a provider you would like to connect with you could consider trialing their service before committing. If you’re happy with their services it can be worthwhile entering into a service agreement with them to ensure you both have a clear understanding about the price and quantity of service you would like to access.

Notify your plan manager that you’ve changed providers

Get in touch with your plan manager to let them know you’ve changed services providers. That way there won’t be any hold ups processing invoices with your new provider. If you’re with My Plan Manager you can contact us by phone or email to let us know you’ve changed providers or chat about how to get the most out of your NDIS plan through your services.

Reporting a provider

If you believe your provider is committing fraud, abuse or neglect you should report them directly to the NDIS Quality and Safeguarding Commission and Police.

EMERGENCY: 000

Police Assistance for non-urgent Police matters: 131 444

Crime Stoppers: 1800 333 000

NDIS Quality and Safeguards Commission  1800 035 544

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