Choosing an NDIS provider in Sydney: 10 questions to ask

Choosing who supports you is one of the biggest decisions you’ll make with your NDIS plan. A good provider fits your routine, respects your culture and listens to what you want. Here are ten questions worth asking before you sign anything.

1. Who will actually support me?

Ask whether you’ll meet your support workers before your first shift, and whether you’ll see the same faces each week. Consistency builds trust and means you don’t have to explain your needs over and over.

2. Can I choose or change my support worker?

You should always be able to ask for a different worker, for any reason, without it affecting your service.

3. Do your workers speak my language?

If English isn’t your first language, or it isn’t your family’s, ask what languages the team speaks. Interpreters are also available free for NDIS participants through TIS National on 131 450.

4. What hours can you support me?

Check whether the provider can cover early mornings, evenings, weekends and overnight if you need them, and what happens in an emergency.

5. How do you match workers to people?

Good providers think about interests, personality, gender preferences and culture, not just who is free on the roster.

6. Do you work with my type of plan?

Ask whether they support NDIA-managed, plan-managed and self-managed participants. If your plan is NDIA-managed, you’ll need a registered provider.

7. What will it cost?

Ask for a clear service agreement showing the supports, hours and prices. NDIS prices are set by the NDIA’s Pricing Arrangements, so there should be no surprises.

8. How do you keep me safe?

Ask about worker screening checks, training, first aid, and how incidents are handled and reported.

9. How do I give feedback or make a complaint?

A good provider makes it easy to speak up and will never treat you differently for doing so. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.

10. How often will you check in?

Your needs and goals change. Ask how often the provider reviews your support with you, and how quickly they respond when something isn’t working.

Talk to Horizon Care

We’re happy to answer all ten questions, and any others you have. Our first meeting is free and there’s no obligation to go ahead.

This article is general information, not advice about your individual NDIS plan. NDIS rules change from time to time, so check with the NDIS or your support coordinator.