NDIS providers - Q and A

What is the difference between a Service Agreement and a Service Booking?

A Service Agreement is a formal agreement between a participant and provider. They help to ensure there is a shared understanding of:

  • expectations of what supports will be delivered and how they will be delivered, and
  • each party’s responsibilities and obligations and how to resolve any problems that may arise.

A Service Booking is the way a participant engages with their chosen provider(s) online. The service booking nominates the type of service, dates of support, and funding to be allocated to a given provider.

Further information about Service Agreements can be found in Module 5 of the Provider Toolkit, and about Service Bookings in Module 6 of the Provider Toolkit which is available on the NDIS website.

Is it the participant’s or the provider’s responsibility to create a Service Booking?

Either the participant or the provider can initiate the Service Booking.

If the Service Booking is initiated by the provider, it will need to be accepted by the participant. The provider can indicate the participant’s acceptance in myplace.

If the Service Booking is initiated by a participant, the provider has 21 days to accept it in myplace.

For further information on Service Bookings refer to Module 6 of the Provider Toolkit, which is available on the NDIS website.

Using the NDIS logo and acronyms

There has been some discussion in the community around organisations using the NDIA/NDIS acronym and logo. It's important that the community has ownership over the NDIS, but we also want to ensure connection with the NDIS is clear in all communities we work with.

Find out how we are working with organisations using the NDIS logo and acronyms and how you can identify as being a supporter or working the NDIS.

A provider registration question: I received my certificate of approval from NDIS but I still have some supports listed as ‘Pending state approval’. What does this mean?

If you receive a certificate that shows some of your supports as ‘pending state approval’, it is because you have applied for a specialist disability support that requires to meet the quality and safeguard standards as set out in your state/territory.

The NDIA requires evidence that you have met your state/territory quality and safeguard requirements before you can be registered. Further information is available in Module 4 of the Provider Toolkit, which is available on the NDIS website.

I am a provider, what do I do if I need to change my Primary Contact in myplace portal?

The first person to login to the myplace portal when it was launched, is automatically identified as the Primary Contact.

This person can update the Primary Contact details in the myplace portal. The Primary Contact is responsible for granting other people within their organisation access, updating details and making Payment Requests.

Please refer to Module 11 of the Provider Toolkit for instructions on how to do this.

You can submit questions through our weekly Q & A posts on the Facebook page (external) or through twitter #ndisqanda.

Question. Do you think there are enough culturally competent service providers to support Aboriginal and Torres Strait islander people with a disability?

This is an area the NDIA is working hard in, to both respect culture and engage appropriately with Aboriginal and Torres Strait Islander people.

The Aboriginal and Torres Strait Islander Engagement Strategy is a statement of the NDIA’s commitment to working with Aboriginal and Torres Strait Islander communities in delivering the NDIS across Australia.

The NDIA has already begun to work in remote communities, including Tennant Creek, APY Lands and in Arnhem Land where we have engaged directly with community and elders to establish the cultural values and the long term goals of the NDIS.  We acknowledge the importance of a flexible, community by community approach. We want to build on the strengths of communities and provide opportunities for training and economic development in the rollout of the Scheme. This includes supporting the growth of culturally competent service providers based in community and surrounding areas to deliver support. This will only develop more as the Scheme continues to rollout in more areas of Australia.

Read more about the NDIA’s approach to engaging Aboriginal or Torres Strait Islander communities in our Aboriginal and Torres Strait Islander Engagement Strategy.

Question: How do I find registered providers in my area? How do we know if a provider is the right choice for us?

You can ‘Find registered service providers’ on this page of our website, or by using the ‘Provider Finder’ tool in your Participant Portal. We know that this tool isn’t perfect, and we are working to improve it as the NDIS grows.

It’s up to you to choose which providers you engage, so you should think about factors such as:

  • Where the provider is located
  • How they fit into your budget, and
  • The kinds of services they offer

You might want to talk to a provider either face-to-face or over the phone before engaging with them. If you have a Support Coordinator, they can help you do this.

When you talk to the provider, check that they can provide the support(s) you’re looking for, and talk to them about your goals and how they can help you work toward those goals. This should help give you a sense of whether they’re the right fit for you.

You might also want to get a sense from the provider about how much choice and control you’ll have over your supports. Some questions you can ask them are:

  • Will I be able to change the way my supports are delivered?
  • Can I be involved in recruiting the staff that will work with me?
  • What processes are in place to deal with any complaints that I might have?

Just remember that you should feel comfortable asking your providers questions and raising concerns with them.

You can always change providers if you’re unhappy with the service you’re getting. In this case, you will need to agree on the period of notice before supports are ended.

Question: How do I become an NDIS registered provider?

There’s a lot of really helpful information on the Provider Toolkit page of our website.

Before you apply to become a registered provider, it is really important that you read that toolkit. It includes information that will help you make your way through the registration process, such as the Guide to Sustainability, NDIA Terms of Business and your State or Territory’s Safeguard Working Arrangements.

The Provider Toolkit is broken down into modules according to which step of the process you’re up to.

It would also be useful to become familiar with the other content on the Providers page.