How to Change NDIS Providers Without Interrupting Support

Reviewed: 16 September 2026

Changing an NDIS provider is a normal exercise of participant choice and control. The safest transition is planned so essential support does not stop before a suitable replacement is ready.

1. Identify what needs to change

Start with the participant’s experience. Is the concern reliability, communication, worker matching, safety, schedule, price or a change in goals? If it feels safe, explain the concern to the current provider and ask whether it can be resolved. A participant can ask a trusted person, advocate, support coordinator or my NDIS contact to help.

2. Check the service agreement

Read the notice period, cancellation terms, outstanding invoices, responsibilities and process for ending services. Different supports can have different notice periods. Do not assume that stopping shifts immediately will have no financial or practical consequences.

3. Find a replacement before ending essential support

The NDIS recommends finding a new provider before finishing with the existing provider so there is no avoidable gap. Confirm the new provider’s actual capacity for the suburb, schedule and support requirements, not merely whether it advertises in Perth.

4. Compare the proposed worker and service

• How will the worker be matched?
• Can the participant discuss preferences or meet the worker?
• What screening, experience or training is relevant?
• How are leave and replacement workers handled?
• What prices, travel and cancellations apply?
• How can the participant raise concerns?

5. Agree on a practical handover

With the participant’s consent, identify what information the new provider genuinely needs: communication preferences, routines, goals, agreed risk controls, emergency contacts and support instructions. Share only necessary information and confirm who is authorised to receive it.

6. Confirm dates in writing

Record the final service date with the previous provider and the first date with the new provider. For essential or frequent supports, allow time for introductions, service agreements and roster confirmation. Do not cancel the existing arrangement based only on a verbal promise of availability.

7. Update relevant NDIS relationships

Depending on the support and portal being used, a service booking or my provider relationship may need to end or change. Tell the plan manager or support coordinator where relevant. Participants can choose what information they share with a new provider.

Questions families should ask

• Will any shifts be left uncovered?
• Who will explain the transition to the participant?
• Does the participant agree with the new match?
• Are communication, cultural and sensory preferences recorded?
• Who should be contacted if the first shift does not go well?

Official NDIS guidance

See the NDIS steps for changing providers and guidance on making a service agreement.

Looking for replacement support in Perth?

Access4All Disability Services can discuss worker suitability and current capacity across Perth before you end an existing service. Explore our NDIS support workers, review service areas or request a free initial conversation.

Prepared by the Access4All Disability Services team. General information only.