Red-flag Checklist: What to watch out for when choosing a new NDIS provider.
Published at 31-07-2025 11:04:12
Choosing a new provider can feel like a big step – especially when you’re trusting them with something as important as your NDIS supports. While there are plenty of fantastic providers out there, it’s important to know what not to ignore.
Here’s a red-flag checklist to help you avoid potential pitfalls and find a provider who is the right fit for your needs.
Vague or Rushed Communication
If you’re getting unclear answers, slow replies, or you feel like you’re being rushed to sign something: Pause. A quality provider will take the time to answer your questions and explain your options clearly.
What to look for instead:
Providers who communicate openly, respond within a reasonable timeframe, and make you feel heard.
No Service Agreement or a Poorly Written One
Your service agreement should outline what supports are being delivered, how often, cancellation policies, and costs. If there’s no agreement, or it’s filled with jargon or missing key details – that’s a big red flag.
What to look for instead:
A clear, easy-to-understand agreement that you feel comfortable signing – and a provider who explains it to you before you do.
Pressure Tactics or Overpromising
Be cautious if a provider is pushing you to sign up immediately or promising outcomes that sound “too good to be true”.
What to look for instead:
A provider who empowers you to make the decision in your own time and gives you realistic information about what they can offer.
Lack of Qualifications or Experience
Always check if the provider (and their staff) have the right qualifications or experience for the supports they’re offering – especially for more specialised services like therapy, behaviour support or personal care.
What to look for instead:
Transparency around staff credentials, experience and ongoing training.
Unclear Pricing or Surprise Charges
If pricing is hard to understand, doesn’t match the NDIS Price Guide, or you’re seeing unexpected charges – speak up. A trustworthy provider will explain all fees upfront and match their charges to your plan.
What to look for instead:
Clear pricing that aligns with NDIS pricing guidelines and no hidden fees.
They Don’t Ask About Your Goals
If a provider doesn’t take the time to ask what you actually want to achieve, chances are they’re not focused on delivering person-centred support.
What to look for instead:
Providers who ask about your goals, needs, and preferences – and involves you in all decision-making.
Negative Online Reviews (With No Response)
It’s normal for any business to have a few mixed reviews, but if there’s a pattern of negative feedback – and the provider isn’t responding to them – take that as a sign to dig deeper.
What to look for instead:
Providers who engage with feedback, address concerns, and are open to improvement.
Not Registered but Claiming to Be
Some supports must be delivered by registered NDIS providers (e.g. if your plan is NDIA-managed). If a provider says they’re registered but won’t show proof – walk away.
What to look for instead:
Check registration via the official NDIS Provider Finder or ask to see their credentials.
They Don’t Respect Your Choices
If a provider ignores your preferences, speaks over you, or doesn’t offer you control over how supports are delivered – that’s a clear sign they’re not practicing person-centred care.
What to look for instead:
A provider who listens, respects your choices, and values your input every step of the way.
Final Thoughts:
Trust your gut. If something doesn’t feel right, investigate it or ask your Support Coordinator or Plan Manager to take a look into it for you. We’re here to help you however we can.