How can I change NDIS providers?

Parting ways with a provider is quite a difficult task. However, parting ways can happen for lots of reasons such as distance, change of goal, low quality of service delivery or other life transition or a sudden change.

Change is the only constant thing in life. Therefore, changing a provider is inevitable. NDIS is equipped with the needed skills to adapt to changes to ensure adequate service delivery. There are other considerations to changing a provider. These include possibly canceling any existing service bookings, thinking about where you are up to in your journey, your immediate circumstances and being clear about what your criteria is for choosing a new provider.

You have the right to determine who supports you as you can direct and implement decisions that have to do with your life. You can access the type of service and support that suits your needs at any time.

So, let’s go!

Step 1 – Ending an active agreement

You first need to set up an arrangement to process the termination of your current services. You want a smooth change that will have the least affect on your new life. If you have your existing agreement with you, then you can manage to end the existing agreement the right way.

Period of notice – Check the period of time required before supports are ended.

Method for notifying them you want to stop – Do you have to write to them to stop services? Also, you may want to request an acknowledgment from them of your request to stop services (this can help avoid confusion at a later date).

Any final reports or documentation – Do they need to provide you with any final documentation. Would a handover note or other information which outlines what you have done with the provider help with bringing on a new provider. It’s important to not have to keep going back the start or unnecessarily repeating your story!

Cancel the service bookings in the NDIS portal – If your NDIS plan is managed by the NDIA (agency managed), then the current provider must end their service booking in the MyPlace portal. The provider must comply with your wishes. The NDIA allows them a certain period of time (a fortnight) to make claims against your funds for services they have already provided. Some service providers are slow, you can call the NDIA and request them to end the service booking.

Your choice, your control –¬†you are not expected to disclose your reason to change your service provider to the former service provider. It is entirely up to you if you decide to disclose your reasons for changing NDIS service providers.

Step 2 – Re-assess your situation

If you have an active service provider, you may have to combine steps 1 and 2here.

Review the stage you are at and the reason for the change. This may assist you to make a decision that will be of great benefit. Possibly, the old provider may be good but a change in the agreement may make things less efficient for you. Process things that are happening to you and things you should do differently. Maybe you need to be allocated to a different time or different day. Think of the frequency and length of time and whether or not you need a different location,

Getting a clear idea of what benefits you most before moving on to a new provider is very important.

Have a look at your NDIS plan and ask yourself:

  1. Are your goals the same or have they changed?
  2. How much funding do you have left in your NDIS plan for the type of supports you are now looking to secure?

For the funding you have available, how much support are you thinking about getting? You will need to know these things in order to make decisions about any new provider. You will need to compare their pricing against the old provider and understand whether you can swap new services in at the same cost.

And we don’t mean to throw you, but there is also the chance there may be services or activities which you have not even considered, that could become available during this time of change. So, keep your mind open to the possibilities. You must be aware that planning is quite important at any point in time.

Step 3 – Choosing a new provider

At Prime Assist Services, we are dedicated to helping people get the needed providers that suits their needs and current situation. We know it’s not an easy task as you may have lots or less choice. Hence, the choice is yours and you can be guided as per below:

  • The location of the provider.
  • How their supports meet your NDIS plan budget.
  • The cost of their services.
  • The kind of service.

The level of communication and customer service plays an important role. The key questions you need to ask yourself are:

  1. Will they talk to you when it’s convenient to you, in your preferred location, or do they expect you to come to them?
  2. Do they offer you the needed choice and control? Can you change the way your support is delivered without being penalised and what options are there?
  3. What if a complaint arises? They need to prioritize your comfortability by providing the right answer to your questions.
  4. What say do you have in who works with you?

In case of a change in circumstances?

Change of circumstances at times can cause some people to change providers. The National Disability Insurance Agency (NDIS) has some specific matters in place which requires you to notify them. Should you have a change of circumstances, you may have to seek advice from the NDIS.

As highlighted by NDIS, a change of circumstances is an event or a change of life that may hinder:

  • Your access request
  • Your status as a participant in the NDIS
  • Your plan.

For example, you must tell the NDIA if:

  • Your disability support needs change
  • Your informal care arrangements change significantly
  • You apply for, receive, or are entitled to compensation for injury
  • You plan on moving (or have moved) house
  • You plan on moving (or have moved) overseas, or
  • You plan on moving (or have moved) permanently into aged care residential accommodation.

You can notify the NDIS if you are faced with change of circumstances by calling 0431 445 225. We hope to make your development easier and help build your skills with the information content we provided you with.

Have questions?