Karen lives in Marsden Park. For 14 months, she managed her son’s daily routine around an NDIS support worker who cancelled eleven times.
She stayed with that provider the whole time.
Not because the service was working. Because nobody told her she was allowed to leave.
If you have an NDIS plan, you are allowed to change your provider. The process is simpler than most families realise. And the funding in your plan will not be affected by the change.
This guide explains exactly how.
The Clause Nobody Reads in Your NDIS Service Agreement
Every NDIS service agreement contains a notice period — the amount of time either party needs to give before ending the agreement. For most providers, this is 14 days. Some service agreements say 28 days.
This clause is usually found in a section headed:
- “Ending this agreement”
- “Termination of services”
- “Notice period”
It is often written in plain administrative language and easy to overlook. But it is the most important clause in your service agreement.
It means: if you give your provider the required written notice, the agreement ends when that period is up. No penalties. No funding impact. No complicated NDIA process.
Two weeks. A letter or an email. Done.
The NDIS Is a Rights-Based System — The Funding Follows You
The National Disability Insurance Scheme is built on the principle of participant choice and control. This means:
The funding in your NDIS plan belongs to the participant. It does not belong to the provider. If a participant chooses a different provider, the funding moves with that choice.
Changing providers does not reduce your plan funding. It does not require you to apply for a new plan. It does not restart your plan review clock.
It requires: written notice (as per your service agreement) and a new service agreement with the new provider.
That is it.
What to Check on myplace.ndis.gov.au Before You Decide
Before deciding whether to change providers, log into myplace.ndis.gov.au and check your current plan.
How to check your funding use:
Log in → My Plans → select your current plan → View Details → Budget Summary
For each support category, you will see:
- Total allocated
- Total used/claimed
- Remaining balance
If there is a significant gap between allocated and delivered — particularly in daily living support or community participation — ask yourself why. Was the funding not used because your needs changed? Or because the provider cancelled, failed to set up services, or did not deliver what was agreed?
If it is the latter — that gap is a service failure. And you are entitled to better.
How to Change Your NDIS Provider — Step by Step
Step 1 — Find and read your service agreement Open the service agreement with your current provider. Find the notice period. Note the exact number of days and whether notice must be given in writing.
Step 2 — Write the notice letter Address it to your provider. State the date you are giving notice and the date the agreement will end (today’s date plus the notice period). You do not need to explain why. You can simply state: “I am providing [X] days’ written notice of my intention to end our service agreement.”
Send it by email and keep a copy.
Step 3 — Contact your new provider You can do this before or during the notice period. Most providers can have a service agreement prepared within a few days. You can begin planning your first sessions before the old agreement officially ends.
Step 4 — Update your service bookings on myplace.ndis.gov.au Once the new service agreement is in place, you or your new provider will update the service bookings in the NDIS portal. For agency-managed participants, your new provider will handle the portal setup.
Step 5 — Start Your new support begins. You do not owe the old provider anything beyond the notice period.
What If My Provider Disputes the Notice or Refuses to Release Funding?
If a provider disputes a valid notice or refuses to release your service booking so a new provider can access your funding, you can escalate to the NDIS Quality and Safeguards Commission on 1800 035 544.
You can also contact the NDIA directly on 1800 800 110.
Providers are required to comply with valid notice under your service agreement. A provider who delays, disputes, or obstructs a valid notice may be in breach of their obligations under the NDIS Practice Standards.
Questions to Ask Before Signing With a New Provider
Before signing a service agreement with any new provider, ask these questions:
Will I have the same support worker for every visit — or does the provider rotate workers?
If my worker can’t attend, what is the rescheduling process?
How do you match workers to participants?
What is your notice period if I need to end the agreement?
Clear answers to these questions before you sign will save you from finding yourself in the same situation again.
Frequently Asked Questions
Can I change my NDIS provider at any time? Yes. As long as you give the notice required by your current service agreement — usually 14 days — you can change providers at any time.
Will changing providers affect my NDIS funding? No. Your NDIS funding is allocated to you, not to your provider. Changing providers does not reduce your plan, affect your funding amounts, or trigger a plan review.
What if I don’t have a copy of my service agreement? Request a copy from your current provider in writing. They are obligated to provide it.
Can I change providers if I’m agency-managed? Yes. Agency-managed participants can change providers. Your new provider will set up new service bookings through the NDIS portal. Your old service bookings will be deactivated once you have given notice.
How long does the process take? From the date you give notice, you need to wait the notice period (usually 14 days) before the agreement formally ends. You can start arranging your new provider immediately — the two processes can run in parallel.
What is the NDIS Quality and Safeguards Commission? The NDIS Commission is the regulatory body responsible for registering NDIS providers and handling complaints. If you believe a provider has acted inappropriately — including disputing a valid notice — you can lodge a complaint at ndiscommission.gov.au or call 1800 035 544.
How does Kinship Uniting Services handle the transition from another provider? We have helped many participants transition from other providers. Once you give us the green light, we prepare your service agreement, handle the service booking setup, and plan your first visit — all while you’re completing your notice period with your previous provider.
📞 0437 733 744 ✉ info@kinshipunitingservices.com 🌐 kinshipunitingservices.com 📍 39 Victory Rd, Colebee NSW 2761 | NDIS Registration: 4-GWVHCEY