How to Choose an NDIS Provider: The Questions That Actually Matter

There are many articles that list 20 questions to ask when choosing an NDIS provider and that's about it. It works well at times, but it is a non-starter, you can have the best of intentions and get the worst of luck in the third week, with a provider that looks terrific on paper but sucks in practice.

There are four or five things that make your decision, and not everything you'd think is what it is. This is a more truthful way of doing it.

Start With What You're Actually Buying

There is a need to decide on what you need from the providers before you make a comparison. The term "provider" includes a sole trader support worker who assists the person with personal care, a multi-disciplinary therapy clinic or a SIL operator providing 24/7 accommodation. One person's questions hardly relate to another.

A useful split:

• The walker who comes to your front door every day and/or week. It is better to have continuity, personality and skills than to have shiny systems.
• For therapists and allied health, experiences are the most critical; modality fit and reporting quality (important for plan review) are also important.
• The regulatory and clinical credentials are more significant for specialist services, such as accommodation, behaviour support, complex care.
• The key to coordinators and plan managers is in their communication, responsiveness and conflict of interest resolution.

As soon as you've identified the type of provider, your list of questions quickly shrinks.

The Questions That Earn Their Keep

Those are the ones I would seek out when interviewing a potential provider. Not all twenty – these.

1. Explain to me how this would play out during week 1.

Have them explain, in terms of specific actions, what the first 7 days would be like. A good provider can explain it in detail: who visits first, the assessment, when support will begin to be put in place. If you give a 'vague' answer to this question, then it is likely that your 'onboarding' process is vague too.

2. How many workers are there per participant?

This is perhaps the most common question from participants that isn't asked, and is often regretted not being asked by support workers. An employee who transports 12 clients throughout the week is dependable, but remote. A worker that carries 4 can establish true relationships. They are both valid models, but one has to know what to expect!

3. What do I do in case my regular worker is ill?

The answer provides insights into the provider's operations. The agency roster response is: "We'd send anybody we could get. The participant-led answer is: "We'd let you know and you can either reschedule or you can take a sub from a smaller list of backups that we've already met, or you skip the shift." Both are incorrect, but appropriate for different players.

4. Can I meet a worker before making a commitment?

A sound provider would say "Yes". That's information if they hedge.

5. What's your cancellation policy, both ways?

The majority of participants inquire about what the cancellation policy is in case of cancellation. Not many ask what would happen in case the provider cancels on short notice. Often the response to the reciprocal question will show the provider's commitment to their obligations.

6. Provide me with a recent progress report you have written for a participant.

For therapists and allied health in particular. The quality of provider reports is the key to plan reviews. A redacted sample might give you an idea of whether they actually document in an evidence-based and coherent manner, or just use templates.

7. What would you do if a customer complained about your services?

Two parts to this. Firstly, the formal response (do they have a written process or do they inform you on how to raise this with the NDIS Commission). Secondly, the human response: what do they say about their attitude towards complaints? There is a cliché: "We see them as opportunities to improve. That's the reality: Most of our complaints come from X situations and here is what we changed.

8. What are you registered as and what is the implication of this for you?

Not "are you registered?", but a yes/no. The follow-up is important: for what kinds of categories, when, and, if they are not registered, what alternative quality assurance do they provide? To find out more about this, read our explainer about the difference between registered and unregistered providers.

9. Have you dealt with a person with my type of needs?

Some of my specific needs may be related to stoma care, autism, very high anxiety, recovery from a stroke, complex mental health, or a specific cultural or language need. While generalist providers may be great, hands-on experience is critical to needs with specific knowledge.

10. What is the actual price, including all costs?

It isn't just about the hourly price. Travel, cancellation, equipment, establishment, plan review fees. Some providers quote below the NDIS Pricing Arrangements price cap on the base rate and make up the difference in add-ons. An outstanding provider will provide you with a straightforward "all-in" number.

The Questions You Should Ignore

Some of the common "questions to ask" lists contain questions that are not useful. A few to skip:

• Every provider has a scripted response to the question, "What makes you different? It conveys no information.
• This isn't an actual 'NDIS-approved' status: Are you NDIS-approved? Registered or unregistered providers. The term "NDIS-approved" is a marketing term.
• Almost all providers will say they have experience with the NDIS. Rather, inquire if they have experience in your needs.

Beyond the Conversation: Things to Actually Check

Questions elicit what providers say. The following show what they do.

1. Use the NDIS Provider Finder to check their registration. If they have a registration, you can check this directly with the NDIS Commission, as well as whether compliance action has been taken against the registered organisation and what support categories they are registered for.
2. Look for them in the newspaper. Do a quick google search, and add the provider's name to the word "complaint," "investigation," or "Commission". You can't expect to find anything most of the time. There are instances when there's something you'll find of interest to know.
3. Request references to participants. Two or three existing customers with whom you can communicate. Some providers will be hesitant to refer, and that's okay, but some will need to find customers that are willing to be referees.
4. Check out their reviews, but pay attention to them. If a wall of five-star reviews is present, it's suspicious. A few well-considered three and four-star ratings which highlight the pros and cons is more meaningful.
5. It's important to read your agreement before you sign it. Be aware of: cancellation charges, notice periods, termination conditions, and scope of services as well as what will happen if your plan changes and confidentiality.

What 'Fit' Actually Means

Not all credentials indicate a good provider-NDIS relationship, the most important factor is the other person. It's fit. It's not the best person to have at the job, it's the person who has the right way of working, communicates well, has the same sense of humour and approach. The most important aspect when choosing the right therapist is that it isn't the person with the most experience, it's the person who can engage in their modality and personality.

Checking fit is not possible on a spreadsheet. How you evaluate it is by meeting people. On the phone, via video call or face-to-face, it doesn't matter, as long as you talk to the person who will be helping you, not just an intake coordinator. A provider who won't allow you to meet workers prior to commitment is a structural issue with the provider's model.

One Last Point

You may have a change of heart. Your service agreement isn't a marriage. You can give notice and change providers three months in, if it's not working for you, and you should, before frustration turns to resignation. Many people remain in a provider they don't want to leave for too long because they think it will upset them if they move. It usually isn't.

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