You chose an NDIS provider expecting the relationship to work.

But perhaps the support no longer suits your needs. Workers may change too frequently. Communication might be difficult. Your goals may have changed, or you may simply feel another provider would be a better fit.

Changing providers is not unusual.

Current guidance from the National Disability Insurance Scheme says participants choose the providers they want to work with and can change providers if they wish. The NDIS updated its specific provider-changing guidance on 31 July 2026, making the steps particularly useful for participants considering a switch now.

For participants and families in Tarneit, Truganina, Hoppers Crossing, Werribee, Wyndham Vale, Manor Lakes, Point Cook and surrounding Melbourne western suburbs, changing provider does not need to mean abruptly stopping support.

A planned transition can protect your choice while reducing the risk of an unwanted gap in services.

First: You Are Allowed to Question Whether a Provider Still Suits You

An NDIS provider relationship should not feel permanent simply because you signed paperwork or have been receiving support for a long time.

The NDIS describes changing providers as a normal part of the Scheme and states that who you work with is up to you.

There are many legitimate reasons someone may consider changing.

Perhaps you want support that better reflects your current goals. You may prefer a different communication style, want greater consistency or feel your existing arrangement is no longer working.

Sometimes the issue may be relatively small and fixable.

Other times, moving provider may be appropriate.

The important point is that participant choice continues after services commence.

Step 1: Decide Whether You Want the Current Arrangement to Change—or End

If you are unhappy but would otherwise like to remain with your provider, consider whether the problem could be addressed first.

Current NDIS guidance recommends talking with your provider and asking for changes to your supports or services where appropriate. A trusted person, Support Coordinator or my NDIS contact can assist with that conversation.

For example, your concern might involve:

• the way support is scheduled;
• communication;
• how your preferences are being understood;
• a particular support arrangement; or
• the way your goals are being approached.

Raising an issue does not mean you are being difficult.

Feedback is part of a normal service relationship.

If you do not feel comfortable speaking directly with the provider, however, or attempts to resolve the issue have not worked, you can explore alternatives.

Step 2: Read Your Existing Service Agreement

Before telling your provider you are leaving, find your service agreement.

This is important because your agreement may specify a notice period.

The NDIA’s current switching guidance says the service agreement should tell you how many days’ notice you need to give. It also warns that fees may potentially apply where the agreed notice is not provided, subject to the NDIS pricing arrangements and applicable cancellation conditions.

Look for sections covering:

ending the agreement;

notice or cancellation periods;

outstanding payments;

cancellation charges; and

the process for giving notice.

If something is unclear, ask for an explanation.

Do not assume you need to continue indefinitely simply because the agreement looks complicated.

Step 3: Consider Finding the New Provider Before Leaving the Old One

This can be one of the most practical parts of changing providers.

The NDIA recommends finding your new provider before finishing with the current one so there is less risk of a gap in supports.

That can be especially important if you rely on regular disability support.

Rather than:

Monday: end current provider

and then

Tuesday: start searching for somebody else,

you may be able to research alternatives first and coordinate a more orderly transition.

The appropriate approach depends on your circumstances and existing agreement.

Step 4: Don’t Choose the Replacement Provider Only Because They’re Available

Wanting to leave quickly can make the first available alternative seem attractive.

But changing providers is an opportunity to consider what you want to be different this time.

Current NDIS guidance recommends researching providers, checking reviews, seeking recommendations and meeting prospective providers before deciding.

Ask yourself:

Why am I leaving my current provider?

Then turn that reason into a question for the next provider.

If consistency was the problem, ask how worker changes are handled.

If communication was difficult, ask who your main contact will be.

If support felt disconnected from your goals, ask how the provider learns about and reviews participant goals.

If unexpected charges caused concern, ask for pricing, travel and cancellation arrangements before commencing.

A provider switch is most useful when it addresses the reason you wanted change.

Step 5: Check Whether You Need a Registered Provider

Provider choice also depends on how your relevant NDIS funding is managed and the type of support being delivered.

Current NDIS guidance says participants must use registered providers for NDIA-managed funding.

Participants with self-managed or plan-managed funding can generally choose registered or unregistered providers, although some supports have mandatory registration requirements. These include plan management, specialist behaviour support and Specialist Disability Accommodation, with other regulated categories also subject to registration rules.

This should be checked before agreeing to move to a particular provider.

Step 6: Meet the New Provider and Ask Better Questions

The NDIA recommends meeting new providers before starting work with them.

You do not need to treat this like a formal job interview.

But you should feel comfortable asking questions.

For example:

How will you learn about my goals and preferences?

Who will I usually communicate with?

How are support arrangements changed if something isn’t working?

What will the service cost?

Could provider travel or other charges apply?

What is your cancellation policy?

What notice would I need to give if I later decide to leave?

Notice the final question.

Thinking about how an agreement ends before it begins is sensible. It helps preserve future choice.

Step 7: Put the New Arrangement in Writing

Once you find a provider you want to work with, consider establishing a written service agreement.

The NDIA recommends written agreements because they clarify what the participant and provider have agreed, including the supports being provided, how long arrangements will operate and how they can be changed.

Read the new agreement carefully.

You can suggest changes before signing, and the provider should support you to understand what the agreement means.

Do not recreate the same problem you are trying to leave.

Step 8: Formally Tell Your Existing Provider

Once you are ready to transition, follow the ending process in your agreement.

Current NDIA guidance recommends asking whether your provider has a particular form or process for ending services and ensuring outstanding payments are dealt with. Participants who have a Support Coordinator or plan manager should also tell them about the change.

Keeping written records of important communications can also make the transition easier to follow.

Step 9: Update Provider Relationships Where Required

Changing the person delivering support may also require changes within NDIS systems.

Participants using the my NDIS participant portal can accept or decline provider relationship requests and choose what information they share. Provider relationships can also be added, changed or removed by contacting the NDIA.

The exact steps may depend on your plan and provider arrangement.

Your Support Coordinator, plan manager or my NDIS contact may be able to help where applicable.

You Control What Information the New Provider Can Access

Starting with a new provider does not mean automatically handing over every piece of information in your NDIS plan.

Current NDIA guidance says participants have choice and control over the information and permissions they share with providers.

You can consent to different providers accessing different parts of your plan, and you can later change or withdraw that consent.

A new provider should receive the information genuinely needed to understand and deliver your agreed supports, consistent with consent and applicable requirements.

What If You’re Changing Support Coordinators?

The same principle of participant choice applies.

Current NDIA guidance recommends asking prospective Support Coordinators about matters such as their charges, experience relevant to your needs, who you will actually work with and their cancellation policy before choosing one.

There is also a newer administrative consideration.

Under current arrangements, Support Coordinators and recovery coaches receiving a new request for service through the my NDIS provider portal need to accept that request before they can claim from the new plan. The NDIA says providers have four days to respond to a request for service.

If you are transitioning Support Coordinators, ensuring the administrative relationship is properly established can help avoid confusion.

What If You Want to Use More Than One Provider?

Choosing a provider does not necessarily mean one organisation has to deliver everything.

NDIS arrangements can allow participants to use multiple providers for supports where appropriate to their plan.

For example, NDIA guidance on service bookings gives an example of a participant splitting individual support across different providers—one delivering weekend social and recreational assistance and another providing weekday support.

The important considerations are whether the supports are appropriate, funded, coordinated effectively and within the participant’s available budget.

For Families, Support Coordinators and Referral Partners

A participant saying “I don’t like my provider anymore” should not automatically be dismissed as a minor complaint.

Explore what is behind the concern.

Is it communication?

Worker compatibility?

Reliability?

A change in goals?

Something more serious?

Sometimes the participant may simply need help communicating a preference. In other situations, they may genuinely want another provider.

Support the person to understand their options rather than deciding for them.

Looking for a Different Disability Provider in Tarneit?

If you are considering changing providers and are looking for relevant disability support in Tarneit or Melbourne’s western suburbs, BHA Disability Services welcomes enquiries from participants, families, carers, Support Coordinators and other referral partners.

Tell BHA Disability Services about the support you are seeking, the participant’s goals and the relevant funding arrangements.

You do not need to criticise your existing provider.

Instead, explain what you would like from your next support arrangement.

BHA Disability Services can then discuss the services it actually provides and whether they may be appropriate for the participant’s circumstances.

Changing providers should not simply mean replacing one organisation with another. It can be an opportunity to find an arrangement that better reflects the participant’s current needs, preferences and goals.

Frequently Asked Questions

Can I change my NDIS provider whenever I want?

The NDIS says participants can change providers, but you should check your service agreement first because it may contain an agreed notice period or ending process.

Do I need to tell the NDIS when I change providers?

Depending on your arrangements, provider relationships or service bookings may need updating. Current NDIA guidance explains how provider relationships can be changed through the participant portal or with NDIA assistance.

Should I find another provider before cancelling my current one?

Where practical, the NDIA recommends finding the replacement provider first to reduce the possibility of a gap in supports.

Can my provider charge me for leaving?

Check your service agreement. It may contain notice requirements, and applicable cancellation charges must comply with relevant NDIS pricing conditions.

Do I have to share my entire NDIS plan with my new provider?

No. Current NDIA guidance says participants have choice and control over what plan information and permissions they share.

Can I use two different NDIS providers?

Potentially, yes. Depending on your plan, funding and support arrangements, participants may use multiple providers. NDIA guidance specifically recognises situations where supports within a category are split across providers.

For current official guidance, see the NDIS guide to changing providers and NDIS guide to finding and choosing a provider.