What Happens If Your NDIS Provider Stops Delivering Services?

Sometimes circumstances change. A provider may stop offering a service, close a location or no longer be able to meet your needs.

If this happens, it can feel overwhelming. The good news is that your NDIS funding does not disappear, and there are steps you can take to help ensure your supports continue with as little disruption as possible.

Taking a planned approach can help you make informed decisions and find a provider that is the right fit for your goals, needs and preferences.

Your NDIS Funding Does Not Disappear

One of the biggest concerns people have when changing NDIS providers is whether they will lose their funding.

Your NDIS funding belongs to you, not your provider. If your provider stops delivering services, your funding remains available to support your approved goals and supports.

While changing providers may involve some paperwork and planning, your funding can generally move with you to a new provider.

If you are unsure how your funding works, speak with your Support Coordinator, Local Area Coordinator (LAC) or plan manager for guidance.

Take a Moment to Understand Your Current Supports

Before contacting a new provider, it can help to take stock of the supports you currently receive.

Consider:

• What supports are you receiving?

• How many hours of support do you use each week?

• What days and times are your supports delivered?

• What is working well?

• Is there anything you would like to change?

According to Shanniah Brennan, Operations Manager - Client Services at Endeavour Foundation, it is important not to panic or rush into decisions. Instead, work quickly but methodically to understand your current supports and what you want from a future provider.

Having this information ready can make conversations with potential providers much easier.

Talk to the People Who Can Help

You do not have to navigate a provider transition on your own.

A Support Coordinator or Local Area Coordinator can help you understand your options, identify local providers and explore what supports may be available in your area.

You may also wish to involve:

• Family members

• Carers

• A plan nominee

• An advocate

• Your plan manager

Having the right people around you can help you feel more confident when making decisions.

If you are unsure where to start, speaking with an experienced disability provider can also help.

At Endeavour Foundation, our team includes NDIS specialists who support people and families to understand their options, navigate service changes and explore the supports available in their local area.

Whether you choose Endeavour Foundation or another provider, having an informed conversation can help you make decisions with confidence.

Important Documents to Collect

When changing NDIS providers, it is helpful to gather any information that will help your new provider understand your support needs.

Depending on your circumstances, you may wish to request:

• Individual support plans or care plans

• Risk management plans

• Health management plans

• Progress notes

• Incident reports

• Weekly support schedules

• Employment-related documentation, where relevant

• Copies of important photos or personal records

Having up-to-date documentation can help make the transition smoother and reduce the need to repeat information.

Questions to Ask a New Provider

Every provider is different.

Services, onboarding processes, staff structures and areas of expertise can vary significantly.

When speaking with a new provider, consider asking:

• Do you have capacity to provide the supports I need?

• What experience do you have supporting people with similar needs?

• How do you communicate with participants and families?

• How will you support my transition?

• What does your onboarding process involve?

• What happens if my needs change in the future?

These conversations can help you determine whether a provider is the right fit for your goals and preferences.

Common Mistakes to Avoid

Changing providers can feel stressful, especially when timeframes are tight.

Some common challenges include:

• Leaving decisions until the last minute

• Choosing a provider without enough research

• Not understanding available funding

• Having outdated documentation

• Not knowing who is authorised to make decisions or sign paperwork on behalf of the participant

Taking time to plan ahead can help avoid unnecessary stress and support a smoother transition.

Take Your Time to Find the Right Fit

Not every provider will be the right fit for every person.

While continuity of support is important, it is equally important to find a provider that understands your goals, preferences and support needs.

Ask questions, explore your options and take the opportunity to learn about different services available in your community.

The best provider for you will be one that supports your individual goals and helps you live the life you choose.

Exploring Your Support Options

Changing providers can also be an opportunity to review the supports you receive and whether they continue to meet your needs and goals.

Depending on your circumstances, you may wish to explore:

• Home and Living supports

• In Home Support

• Community participation programs

• Employment services

Taking the time to understand what is available can help you find supports that are the right fit for your individual goals, preferences and support needs.

Moving Forward with Confidence

Everyone deserves safe, high-quality supports that meet their needs.

If your circumstances change, taking the time to understand your options and seek advice can help you make informed decisions about what comes next.

For some people, changing providers can feel overwhelming. However, it can also be the beginning of a positive new chapter.

When Douglas's provider could no longer support him, he faced the challenge of finding a new home and support services. With the right guidance and planning, he successfully transitioned to a new Supported Independent Living home where he feels safe, supported and connected.

You can read Douglas's story in our blog, Find a Home and Support with Endeavour Foundation.

If you would like to better understand your support options, our friendly team can help. We can answer questions, explain available services and help you explore what may be the right fit for your goals and circumstances.

Get in touch to speak with one of our NDIS specialists.