NDIS providers - Q and A

The Provider toolkit Frequently Asked Questions is a comprehensive resource and can answer most of your questions.

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.

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.