How to choose an NDIS provider

The checklist: what to look for in an NDIS provider

Before you talk to any provider, know what you’re looking for. Here is what genuinely matters when you’re making this choice.

• Registration status matches your plan type. If your plan is agency-managed (NDIA-managed), you must use a registered provider — unregistered providers cannot receive payment for agency-managed supports. If you are plan-managed or self-managed, you can choose either a registered or unregistered provider. Registered providers are audited against the NDIS Practice Standards and their workers must hold NDIS Worker Screening clearances.
• A consistent, named support worker — not a roster. Consistent workers are fundamental to good support. A revolving roster of unfamiliar faces makes it harder to build trust, harder to communicate your needs, and harder to feel safe. Ask how the provider handles continuity, and what happens when your regular worker is unavailable.
• You meet your worker before supports begin. Any provider worth choosing will let you meet — and if needed, decline — your matched worker before the first shift. You shouldn’t open the door to a stranger. This is your right.
• A thoughtful matching process. Good matching goes beyond availability. Ask how they consider your goals, communication style, cultural background and preferences when choosing your worker.
• Transparent, itemised invoicing. Every invoice should be traceable back to a specific shift, date and rate in line with the NDIS Pricing Arrangements. Vague or bundled invoices make it impossible to check your spending and track your plan. Your plan manager also needs clear invoices to process them correctly.
• Clear communication and fast response. How quickly does a provider respond to a new enquiry or referral? Their speed and clarity now is a preview of how they will communicate when something goes wrong later. Look for providers who acknowledge contact promptly, in writing, with a clear next step.
• A genuine complaints and feedback process. Providers registered with the NDIS Commission are required under the NDIS Code of Conduct to have a complaints process. Ask: “What should I do if I’m unhappy with something?” A good provider gives you a direct answer, not a runaround.
• Cultural safety, if it matters to you. If you’re Aboriginal or Torres Strait Islander, or if cultural safety is important to you for any reason, ask directly about the provider’s approach. “Culturally safe” should mean you don’t have to explain yourself — your worker already understands. See our Aboriginal NDIS support page for what that looks like in practice.
• The right services for your actual goals. Not every provider offers every service. Confirm they deliver the specific support types in your plan — support work, support coordination, community participation, and so on — and that they have genuine capacity in your area, not just a long waitlist.

Registered vs unregistered: what the difference means for you

This is one of the most common points of confusion, and it matters depending on your plan type.

Factor	Registered provider	Unregistered provider
Agency-managed plans	Yes — can be used	No — cannot accept payment
Plan-managed plans	Yes — can be used	Yes — can be used
Self-managed plans	Yes — can be used	Yes — can be used
Audited against Practice Standards	Yes — independently audited	No formal audit required
Worker Screening required	Yes — mandatory for all workers	Not mandated through the Commission
NDIS Code of Conduct applies	Yes	Yes — both registered and unregistered providers must follow the Code of Conduct

Source: ndis.gov.au — How to find and choose a provider; NDIS Our Guidelines — When do you need to use registered providers. For plan management types, see our agency-managed guide.

10 questions to ask an NDIS provider

Bring these to your first conversation. A good provider will answer every one clearly and without defensiveness.

1. Are you registered with the NDIS Quality and Safeguards Commission? Ask them to confirm their registration number. Tegrity’s is 4050099017 — you can search the NDIS provider register to verify any provider.
2. Who will be my named support worker, and can I meet them before we start? If they can’t answer this, or say the worker will be “whoever is available,” that’s a warning sign.
3. What is your process for matching participants with workers? You want to hear that they consider your goals, communication preferences, cultural background and any specific needs — not just who has a gap in their roster.
4. What happens if my regular worker is sick or unavailable? Every provider has backup arrangements. Ask what those look like, and whether the backup will be someone you already know.
5. How are invoices sent, and what detail do they include? Invoices should show date, shift time, service type and rate. If they can’t tell you this, ask to see a sample invoice before you sign anything.
6. Do you work with agency-managed, plan-managed and self-managed participants? Make sure they can work with your plan type before you go any further.
7. How quickly do you respond to a new referral or enquiry? There is no universal rule, but same business day acknowledgement is a reasonable standard. It tells you how they operate.
8. What is your process when something is not working? Listen for a specific, human answer — a named person to contact, a clear step to take. Vague phrases like “we have a quality process” are not enough.
9. What is the notice period in the service agreement? Notice periods of two to four weeks are common. Be wary of agreements requiring more than four weeks — you have the right to change providers and a very long notice period can make that harder in practice.
10. Can you give me a reference — a coordinator or participant I can speak to? Not all providers can share participant details due to privacy, but a coordinator reference is reasonable to ask for. Willingness to provide one is a positive sign.

Red flags to watch for

These are the signs that should make you slow down, ask more questions, or look elsewhere.

• Pressure to sign at the first meeting. A service agreement is a legal document. Any provider who pushes you to sign before you’ve had time to read it, compare options or ask questions is not working in your interest.
• Vague answers to direct questions. If you ask “who will be my worker?” and the answer is a deflection, that tells you something about how decisions will be made once you’re enrolled.
• No meet-and-greet with your worker before supports begin. If a provider can’t or won’t arrange an introduction before the first shift, ask why. There is rarely a good reason.
• Revolving or anonymous workers. A different face at every visit is exhausting and undermines trust. If a provider normalises this as “how things work,” it is worth asking whether you can do better.
• Invoices that are bundled, delayed, or hard to read. If you or your plan manager can’t easily reconcile an invoice against your plan, there is a problem. Transparent billing is basic professionalism.
• No clear complaints process. Every registered NDIS provider is required to have one. If they don’t know what it is, that is concerning. You can always contact the NDIS Quality and Safeguards Commission directly on 1800 035 544.
• Can’t confirm their registration status. Registration is a matter of public record. If a provider is evasive about this, verify them on the NDIS provider register before going further.

How Tegrity answers these questions

We include this not as a sales pitch but because you should hold us to the same standard we’ve described above. Here is where Tegrity stands on each of the criteria in this guide.

• Registered provider: Yes. Registration number 4050099017, with the NDIS Quality and Safeguards Commission until October 2028. All plan types accepted.
• Named, consistent workers: We build your support around a small, consistent team — not a rotating roster. The same workers come back each visit.
• Meet your worker first: You meet your matched worker before supports start. If it’s not the right fit, we find a better one. No strangers at the door.
• Matching process: We consider your goals, personality, communication preferences and cultural background. Workers and participants are introduced before anything is confirmed.
• Transparent invoicing: Every invoice shows the date, shift, hours and rate. It should match your plan and be legible to your plan manager.
• Response time: Every referral is acknowledged same business day, in writing, with a clear next step.
• Cultural safety: Tegrity is Aboriginal-owned and culturally safe. Aboriginal and Torres Strait Islander participants can ask for a matched Aboriginal worker or coordinator.
• Service area: Sydney — Inner West, City of Sydney and Eastern Suburbs. We serve support work and support coordination.

If any of this doesn’t match your experience when you contact us, tell us. Our feedback and complaints process is real.

Or explore more: NDIS Questions Answered  ·  How to switch providers  ·  Agency-managed plans explained