When you receive services under the NDIS, your provider should be supporting you to live the life you choose, not making decisions for you or prioritising their own interests. Unfortunately, not all NDIS providers get it right. Or, sometimes they just aren’t the best fit for you.
How do you know when something’s off and is there anything you can do about it? Let’s break it down!
Is Your NDIS Provider Is Being Unethical?
1. They’re Making Decisions Without You
If your provider is booking services, selecting supports, or making changes to your plan without your knowledge or consent, it’s definitely a cause for concern. You should always be included in the decision-making. And feel comfortable with your goals and how they are guiding your support.
2. You Feel Pressured to Choose Certain Services
Are you being told you have to use a particular therapist or attend a specific program, even if you don’t feel it’s right for you? This is another warning sign. You have the right to choose your own providers and control how your funding is used. Pressure or limited choice could indicate the provider isn’t prioritising your best interests.
3. There’s a Lack of Transparency With Funding
If you don’t understand how your funding is being used, or invoices and service agreements aren’t being clearly explained, that’s not right. A good NDIS provider always keeps things clear and gives you control. They will walk you through your plan and make sure you understand it and are confident in making decisions.
4. You’re Not Being Heard
Your voice matters and should be at the centre of any planning or decisions being made. When you’re raising concerns or asking questions and getting ignored, dismissed, or made to feel like a “difficult client” that’s a huge problem. A trustworthy provider values your voice and feedback. They will check in to ensure you are feeling confident and make changes when you aren’t.
5. They’re Overstepping Boundaries
Is a support worker showing up without your permission? Are they contacting you outside of agreed hours or acting more like a friend than a professional? Do they make decisions on your behalf? Clear, respectful boundaries are key to safe and ethical service delivery and should never be overstepped.
6. You’re Not Making Progress Toward Your Goals
Your supports are meant to help you achieve what’s in your NDIS plan. When they aren’t doing that, and you’re not being offered alternatives, your provider might not be acting in your best interest. You should always feel like your supports are helping you move forward and you’re comfortable progressing towards your goals.
What To Do When Your NDIS Provider Isn’t Meeting Your Needs
1. Don’t Ignore Your Feelings
If something doesn’t feel right, it probably isn’t. You don’t need to wait for proof your feelings are valid before you speak up. Even if you aren’t sure what it is you’re feeling or there isn’t anything to be concerned about you can still speak to someone you trust or go directly to your provider. There’s no need to justify your feelings, just share your experience and a good NDIS provider will adapt their approach. If they don’t, it’s a pretty good sign you should find a provider that’s a better fit for you.
2. Ask Questions
You have every right to ask:
- Why am I being offered this support?
- How is my budget being used?
- Can I see my service agreement and invoices?
- Are there other options?
If your provider is avoiding sharing this information, or not providing honest answers you’re not stuck. You can ask someone you trust for help, reach out to the NDIS directly or inform your support team outside of your provider. If your provider isn’t willing to be transparent you don’t need to stay with them.
3. Get a Second Opinion
It can be hard to know whether a provider’s advice or services are right for you. Ask a Support Coordinator or another professional you trust for their opinion. You don’t have to cease services immediately, you can take your time to research what other providers are out there for you or express your concerns and see if there are other solutions before switching providers.
4. Use Your Voice
We’ve said it before and we’ll say it again: your voice should be at the centre of your NDIS plan. Whenever you feel comfortable, use your voice to raise concerns directly with the provider first. In situation where the issue isn’t resolved, you can contact the NDIS Quality and Safeguards Commission. They will step in to protect your rights. If you aren’t comfortable approaching your provider, talk to your Support Coordinator or someone in your support network. They can advocate on your behalf and make sure the situation improves.
5. Change Providers
If it’s not working, you have the right to switch. You are never stuck in a situation that isn’t working for you. It may seem daunting to switch providers, especially after a bad experience. However, to achieve your goals you need to work with providers who put you first and respect your choices. Even if it feels like you’re changing providers often, don’t feel discouraged. It takes time to find the right fit.
You Deserve Support That Respects You
At the end of the day, your NDIS plan is yours. Work with providers that act in your best interest, are transparent, listen to your needs, and help you build the life you want.
At Achora, we’ve supported many participants who’ve come to us after challenging experiences with other providers. We take the time to learn from your past and what it takes for you to feel supported so we can match you with the right providers. We check in with our participants regularly, and create space for open feedback and positive change. We are always listening, learning and adapting to your needs.
Looking for Trusted NDIS Providers?
Is this is the kind of support you’ve been looking for? We’re so glad you’ve found us! We’re here to guide, advocate and simplify the NDIS ensuring you get the most from your plan. And are always treated with respect.
