How to switch your NDIS support coordinator

Your support coordinator should feel like the right fit for you. If the relationship isn’t working, whether because of communication difficulties, different expectations or a need for different experience, you can choose another provider. 

Choice and control are central to the NDIS. You can change your Support Coordinator if you decide another provider better meets your needs. You don’t need to prove your current provider has done something wrong or give a detailed reason for leaving. You can raise concerns with your current provider if you wish, but you don’t have to.  

You don’t need a reason to switch

You might choose to change Support Coordinators because: 

• Communication isn’t working 

• You don’t feel heard or supported 

• You need different experience or expertise 

• Their communication style doesn’t suit you 

• Your circumstances or support needs have changed 

• They’re no longer available in your area 

• You simply feel another provider would be a better fit 

Changing providers doesn’t change your funding

Changing Support Coordinators doesn’t automatically change the level or amount of support coordination in your plan. For example, if your plan includes Level 2 Support Coordination, changing providers doesn’t mean you automatically move to Level 1 or Level 3. If you need a different level of support or additional funding, you’ll need to discuss this separately with the NDIS. 

How to switch your Support Coordinator

Decide whether to raise your concerns first – If you wish, speak with your current Support Coordinator or their manager about what isn’t working. You can also request a different worker within the organisation. This step is optional. A trusted person, nominee or advocate can support you with the conversation.

Check your service agreement – Check your current agreement for: 

• Notice or cancellation periods 

• How you need to give notice 

• Any applicable fees 

• How information will be transferred 

Check your remaining funding – Ask your current provider about any work completed but not yet invoiced including meetings, calls, emails or handover work. This can affect the funding available for your new Support Coordinator. 

Choose a new provider – You can use the NDIS Provider Finder, research providers yourself or ask people you trust for recommendations. It’s a good idea to speak with potential providers before making a decision. Ask about their experience, availability, communication, fees and how they work with participants. 

Agree on a transition – Where possible, choose your new provider before ending your current arrangement. Agree on end and start dates to help avoid a gap in support. 

Give your current provider notice – Let your current provider know you want to end the arrangement and follow the process in your service agreement. You don’t need to provide a detailed explanation. It’s a good idea to put your request in writing so you have a record of the agreed end date. 

Arrange a handover – Your current Support Coordinator should support an orderly handover. This may include information about your goals, progress, current supports, barriers, risks and future support needs. Information should only be shared with your permission, and you should be involved in deciding what is transferred. 

Set up your new provider – Your new Support Coordinator will work with you to establish a service agreement and understand your goals, preferences and support needs. The NDIS may also need to update your provider relationship or send a request for service. You can choose what information you consent to sharing with your provider. Read more: NDIS: How to share your plan with a provider. 

Do you need NDIS approval to switch?

Generally, you don’t need a new plan or funding decision simply to change Support Coordinators when support coordination is already included in your plan. There may be some administrative steps to end your current provider relationship and establish the new one. If you’re also asking for a different level of support coordination or additional funding, that’s a separate process. 

Tips for a smooth transition

• Check your service agreement before giving notice and confirm your end date in writing 

• Choose your new provider before ending your current arrangement where possible 

• Check your remaining funding and outstanding invoices 

• Agree what information will be included in the handover 

• Make sure you understand and consent to information being shared 

• Keep copies of important documents and correspondence 

• Tell your new Support Coordinator what has worked well and what you’d like to change 

How CoAct Support Coordination can help

Get in touch today to find out how CoAct Support Coordination can help you make the most of your NDIS plan. Register your interest, or explore our resources for parents and carers and referrers to learn more.