Changing your NDIS support coordinator: What you need to know

Your NDIS support coordinator plays an important role in helping you understand your NDIS plan and connect with the services you need. But sometimes a support arrangement may not be the right fit. 

The good news is that NDIS participants have the right to choose who supports them. If you feel your current support coordination isn’t meeting your needs, you can change providers. 

In this article, we explain why someone might change Support Coordinators, how the process works, and what to consider before making the switch. 

Why someone might change support coordinators

Support coordination is a relationship-based service. It works best when there is trust, communication, and a shared understanding of your goals. 

There are many reasons someone might decide to change support coordinators. Some common examples include: 

• Communication challenges – You might find it difficult to contact your coordinator, or responses may take longer than expected. Clear communication is essential when managing services and supports. 
• Your needs have changed – As your NDIS journey evolves, you might need a coordinator with different experience or specialist knowledge. For example, you may require support navigating more complex services. 
• Lack of progress toward goals – Your support coordinator should help you work toward the goals in your NDIS plan. If you feel things have stalled or you are not getting the support you expected, it may be time to explore other options. 
• Conflict of interest concerns – In some cases, a support coordinator may also be connected to other service providers. If you feel recommendations aren’t fully independent, changing providers may help ensure your choices remain participant-led. 
• You simply want a different approach – Sometimes it comes down to personal fit. A new provider may offer a different style of support that better suits your preferences. 

The NDIS is built around choice and control, which means participants can change providers if they believe it will lead to better outcomes. 

Can you change support coordinators?

Yes. NDIS participants can change support coordination providers at any time, provided they follow the notice period outlined in their service agreement.

Your service agreement is the document you signed when you started working with your current provider. It usually outlines: 

• How long services will be delivered 

• The responsibilities of both parties 

• What happens if you want to end or change services 

Reviewing this agreement is usually the first step before making any changes. 

The process for changing support coordinators

Changing support coordinators is usually straightforward. The goal is to ensure there is a smooth handover so your supports continue without disruption. 

1. Talk to your current support coordinator

The first step is usually discussing your concerns with your current provider. In some cases, issues can be resolved through a conversation. 

If you still wish to change providers, they should help guide you through the process. 

2. Check your service agreement

Your agreement will outline any notice periods required before ending the service. Following this process helps ensure everything transitions smoothly. 

3. Find a new support coordinator 

You can search for a new provider independently or ask your existing coordinator, planner, or plan manager for recommendations. 

NDIS participants can choose either registered or unregistered providers, depending on how their plan is managed. 

4. Complete the handover process

Your current support coordinator should prepare a handover report that includes information such as: 

• How you are progressing toward your goals 

• Any barriers or risks that have been identified 

• Relevant reports from other service providers (with your permission) 

• Recommendations for future support needs 

This report helps your new coordinator understand your situation and continue supporting you effectively. 

5. Start services with your new provider

Once the current services are ended and your new agreement is in place, your new support coordinator can begin working with you. 

Things to consider before making the change

Changing providers can be positive, but it is worth thinking about a few key points beforehand. 

Timing 

Try to avoid changing providers during critical periods, such as right before a plan review or while setting up new services, unless necessary. 

Continuity of supports 

Ensure there is a clear handover so that important information is not lost during the transition. 

What you want from your new coordinator

Before choosing a new provider, it can help to consider: 

• How often you want communication 

• Whether you prefer face-to-face or telehealth support 

• The experience you want them to have 

• Whether they understand your specific goals 

Having clarity about your expectations can help you find a better fit. 

Remember: you have choice and control 

One of the core principles of the NDIS is that participants have control over their supports and services. 

If something isn’t working, it’s okay to explore other options. The right support coordinator should help you feel confident navigating your plan and working toward the life you want.