Questions to ask an NDIS provider before you start

Ask directly whether they have capacity to take you on now, and whether that capacity covers the specific days, times and support types you need — not just a general "yes, we can help."

Ask how matching works: do you get any say in gender, language, shared interests or experience with your specific needs? A provider that matches thoughtfully, rather than assigning whoever's free, tends to deliver more consistent support.

Find out who your actual point of contact is day to day, and how quickly they typically respond. "We'll get back to you" isn't a real answer — ask for a specific, honest timeframe.

Every support relationship occasionally needs adjusting. Ask what the process looks like if a support worker isn't the right fit, or if your needs change — a provider with a clear, easy process here is one that's planned for real life, not just the best-case scenario.

Ask to see a sample service agreement before you sign anything. It should clearly show what's charged, under which plan category, and what happens if you need to change or end the agreement.

We're happy to answer all five of these directly on a first call — current availability for your area and support type, how we match support workers, who your day-to-day contact will be, our process if something needs adjusting, and a clear service agreement before you commit to anything.