Participants of the National Disability Insurance Scheme (NDIS) may wish to start receiving supports from a new provider, end supports from their current provider or transition from one provider to another.

Under the NDIS Practice Standards, there are requirements in place to ensure that participants are able to transition to and from providers in an organised and safe way.

Why Might a Participant Want to Change NDIS Providers?

A participant may wish to change providers for a variety of reasons, including:

• Moving house
• The provider no longer being able to provide supports that meet the participant’s needs, whether this be due to a change in the participant’s goals, or a change in the services offered by the provider
• Dissatisfaction with the provider
• An increase in the cost of supports.

(Independence Australia Group 2021)

Despite this, participants have no obligation to inform their current provider why they would like to change providers (Independence Australia Group 2021).

What is the Process for Changing NDIS Providers?

1. Reassessing the Situation

The participant should reassess their current situation, taking into consideration why they would like to change providers and what kind of supports they would like to receive from their new provider. They should also revisit their NDIS plan in order to determine whether their goals have changed and check how much funding they have available (CareAbout 2021).

2. Ending Current Supports

The participant needs to end their current supports, ideally in a way that causes the least amount of disruption, conflict and confusion possible (CareAbout 2021).

There may be specific steps outlined in the service agreement that the participant needs to take in order to finalise their relationship with the provider. Examples include:

• Giving a certain period of notice before ending supports
• Following a specific procedure to notify the provider (e.g. notifying them through writing)
• Obtaining acknowledgment from the provider of the participant’s request to end supports
• Obtaining final reports or documentation from the provider
• Cancelling supports through the NDIS MyPlace portal (if applicable)
• Paying cancellation fees.

(CareAbout 2021; Independence Australia Group 2021)

3. Choosing a New Provider

The participant should select a new provider, taking into account:

• Their NDIS budget
• The new provider’s location
• The cost of services
• The types of services offered
• The provider’s customer service and methods of communication
• The level of control and choice that the provider allows
• The provider’s complaints resolution process.

(CareAbout 2021)

Considerations for Both Providers

The provider that is transitioning the participant’s supports to another provider should consider:

• How information about the participant’s care needs will be shared with the receiving provider
• Ways in which they can help the receiving provider take over the supports, for example, by:
  • Sharing discharge summaries and behaviour support plans
  • Holding a case conference prior to handover
  • Mentoring the receiving provider about the participant’s care needs.

(SafeWork NSW 2020)

The receiving provider should consider:

• How they will obtain information about the participant’s care needs
• Who is responsible for performing a risk assessment and when this will occur
• Any identified risk factors
• How risk controls will be decided upon, and whether they can be implemented
• Any high-level controls (e.g. staffing ratio, training, supervision) that can be implemented
• How workers will be informed about the participant’s care needs and risk controls. This should preferably be put into writing.

(SafeWork NSW 2020)

Changing Providers Due to a Change in Circumstances

Participants must advise the National Disability Insurance Agency (NDIA) of any changes in circumstances that affect either:

• Their access request
• Their status as an NDIS participant
• Their NDIS plan.

(CareAbout 2021)

Examples of these types of changes in circumstances include:

• Changes in disability support needs
• Significant changes in informal care arrangements
• Applying for, receiving or being entitled to compensation for injury
• Moving house, moving overseas or moving into residential aged care.

(CareAbout 2021)

Transitions To and From Providers in the NDIS Practice Standards

Transitions to and from providers are a requirement of the NDIS Practice Standards under Core Module 3: Provision of Supports.

This Practice Standard aims to ensure that transitions to and from NDIS providers are planned and coordinated (NDIS 2020a).

Transitions To and From Providers Quality Indicators

NDIS providers must meet the following quality indicators:

Collaboration With Participants

Providers should have procedures in place to facilitate transitions in collaboration with participants who are commencing or ending services. These transitions should be documented, communicated and effectively managed (WAAMH 2021).

It may be helpful to develop a standardised transition plan template to use participants, containing information such as:

• The participant’s goals and desired outcomes
• The participant’s progress made with the provider
• The participant’s triggers and safeguarding mechanisms
• Key members of the participant’s support network.

(WAAMH 2021)

Risk Management

Providers must identify, document and respond to any risks associated with the commencement or conclusion of services (NDIS 2020a).

Mismanaged care transitions have been found to pose a risk of serious or life-threatening harm to those living with disabilities (NDIS 2020b).

Potential risks during the transition to or from services include:

• Poor planning
• Transitions being performed during emergent situations
• Lack of understanding about the participant’s needs or behaviours
• Unmaintained equipment (e.g. mobility support equipment) or equipment not being provided
• Participants transitioning to providers that are not equipped to manage their needs
• Staff being unfamiliar with the participant or not appropriately trained to perform required support tasks.

(SafeWork NSW 2020)

Processes for Transitioning

Providers must develop, apply, review and communicate their processes for commencing and concluding services (NDIS 2020a).

Additional Resources

• NDIS Practice Standards: NDIS Practice Standards and Quality Indicators | NDIS

References

• CareAbout 2021, How Do I Change NDIS Providers?, CareAbout, viewed 27 July 2021, https://www.careabout.com.au/ndis/changing-providers
• Independence Australia Group 2021, Am I Allowed to Change my NDIS Provider?, Independence Australia Group, viewed 26 July 2021, https://www.independenceaustralia.com.au/ndis/can-i-change-my-ndis-provider/
• NDIS Quality and Safeguards Commission 2020a, NDIS Practice Standards: NDIS Practice Standards and Quality Indicators, NDIS Quality and Safeguards Commission, viewed 27 July 2021, https://www.ndiscommission.gov.au/sites/default/files/documents/2019-12/ndis-practice-standards-and-quality-indicators.pdf
• NDIS Quality and Safeguards Commission 2020b, Transitions of Care Between Disability Services and Hospitals, NDIS Quality and Safeguards Commission, viewed 28 July 2021, https://www.ndiscommission.gov.au/sites/default/files/documents/2020-11/practice-alert-transitions-care-between-disability-services-and-hospitals.pdf
• Safe Work NSW 2020, How to Manage Risks During the Transition of Support From One Provider to Another, New South Wales Government, viewed 27 July 2021, https://www.safework.nsw.gov.au/resource-library/how-to-manage-risks-during-a-transfer-of-support
• Western Australian Association for Mental Health 2021, Readiness Workbook: NDIS Practice Standards & Quality Indicators, WAAMH, viewed 27 July 2021, https://waamh.org.au/assets/waamh-ndis-readiness-workbook-interactive-final.pdf