Support coordinators and conflict of interest

On this page:

What is conflict of interest?
Examples of support coordination conflicts of interest
Participant guide to managing a conflict of interest

What is conflict of interest?

A conflict of interest occurs when a person or organisation has an opportunity to put what will benefit them (their own interests) ahead of the interests of the person they are supporting.

These conflicts may be:

actual – it happened or is happening
potential – it might happen
perceived – it seems like it has happened or might happen.

Support coordinators must act with integrity, honesty and transparency

Under the NDIS Code of Conduct , all NDIS providers, including support coordinators, must act with integrity, honesty and transparency under the NDIS Code of Conduct. This means they should disclose any real, perceived, or potential conflicts of interest when offering and delivering supports.

Support coordinators are expected to:

recommend and provide supports and services appropriate to the needs of the participant
where possible, provide at least 3 or more support or service options
maintain integrity by declaring and avoiding any real, perceived or potential conflicts of interest
keep accurate and up to date records of management of a conflict of interest and provide copies to all parties involved
avoid engaging in, participating in or promoting sharp practices. These are practices that are not illegal but are unethical, unscrupulous or not in the interests of participants
comply with the Commonwealth Privacy Act 1988 and state and territory privacy laws.

The Conflicts of Interest declaration form can help providers document how they manage of conflicts of interest.

The What is a provider? page on the NDIS website can help participants decide whether a provider is a good fit for them.

All providers, including support coordination providers, should be transparent when offering supports and services delivered by their own organisation. This includes offering alternative options outside of their own organisation to allow participants to make an informed decision that is free from influence.

The NDIS Practice Standards also set out what registered NDIS providers are required to do to avoid real or perceived conflicts of interest in the delivery of supports and services.

The NDIS Commission can take action against a provider if these obligations are not met.
Participants, providers and other stakeholders are encouraged to raise any concerns – including where there are potential real or perceived conflicts of interest with the NDIS Commission for further investigation.

The NDIA will similarly raise any concerns with the NDIS Commission should we become aware of situations where a support coordinator’s real or perceived conflicts of interest may be adversely affecting participant outcomes.

Examples of support coordination conflicts of interest

Examples of where a conflict of interest may occur between a support coordinator and a participant include:

A support coordinator providing other NDIS-funded supports.
A support coordinator pressuring a participant to choose a provider or a service that may not be right for them.
A support coordinator referring a participant to supports and services provided by their own organisation, friends or family members, without giving other options.

Support coordination conflict of interest scenarios

Pablo is an NDIS participant who has a cognitive disability. Jessica has been his support coordinator for several years and they have developed a close relationship by building trust and rapport.

Pablo contacts Jessica to say he is not happy with his current supported independent living (SIL) arrangement. Jessica tells him her organisation also provides SIL supports, and she is aware of some properties with availability. She offers to show Pablo through. Jessica also tells him there is a lot of interest in the properties and she doesn't want him to miss out and puts pressure on him to make a decision.

Pablo is curious to look at other housing options and talks to his family, letting them know Jessica wants him to decide quickly. They ask Pablo if Jessica suggested any other options and point out that because Jessica works for the same organisation it could be considered a potential conflict of interest.
After talking with his family, Pablo agrees that Jessica has not acted in his best interests and has not given him alternatives to the ones offered by her organisation. Jessica has also failed to give him time to make an informed decision that is free from influence.

Outcome 1

With Pablo’s consent, his family reach out to Jessica and her manager to discuss their concerns. They explain Pablo would like to explore other options. Jessica and her manager understand and agree that alternative options outside of their organisation should be provided. They also agree they need to declare any potential conflict of interest where their organisation has a connection or relationship to the housing options given. This will allow Pablo to make an informed decision free from influence.

Outcome 2

With Pablo’s consent, his family reach out to Jessica’s manager to discuss their concerns. Unfortunately, their complaint is not well received and after consideration, they decide to contact the NDIS Quality and Safeguards Commission to report the conflict of interest and potential breach of the NDIS Code of Conduct .

Pablo decides to change support coordination providers and continues to look at other SIL options in the local area.

Sumit is a participant and receives support coordination services. While signing a new service agreement he mentions to his support coordinator that he is looking for an occupational therapist (OT) to help him buy a walking aid and other equipment to help him be more independent and mobile in the community.

Sumit’s support coordinator tells him their organisation also offers OT services and signs Sumit up. The following week, Sumit meets with Amara, the OT, to discuss his needs and requirements. During the appointment, Amara seems distracted as her phone continues to ping with notifications. Sumit feels she is not listening to him and is rushing through the appointment. Two days later Sumit receives an email from Amara with a recommendation for a walking aid that Sumit has previously trialled and had explained to Amara did not meet his needs.

Outcome 1

Sumit contacts his support coordinator to say he was not comfortable with the service provided by Amara. The support coordinator offers Sumit other therapy provider options. Sumit considers his options and chooses a therapy provider that meets his needs.

The support coordinator acknowledges that they should have disclosed the relationship and recorded the potential conflict of interest.

Outcome 2

Sumit contacts his support coordinator to discuss his concerns. Unfortunately, his complaint is not well received and, after consideration, he decides to contact the NDIS Quality and Safeguards Commission to report the conflict of interest and potential breach of the NDIS Code of Conduct . Sumit decides to change support coordination providers and continues to look at other OT options in the local area.