Why choosing a registered NDIS provider matters

The NDIS gives you choice and control over the providers you use. Depending on how your NDIS funding is managed and the type of support you need, you may be able to choose between registered support coordinators and unregistered providers. 

In some circumstances, you must use a registered provider. Registration also provides additional regulatory requirements and safeguards, but it does not automatically mean a provider is the right fit for you or guarantee the quality of every interaction. 

When choosing a provider, consider their registration status alongside their experience, communication, approach, availability and ability to meet your individual needs. 

What does registered NDIS provider mean?

A registered NDIS provider has been assessed by the NDIS Quality and Safeguards Commission against requirements relevant to the supports they provide. The registration process can include: 

• Meeting relevant NDIS Practice Standards 

• Completing an independent quality audit 

• Suitability checks 

• Meeting worker screening requirements for relevant roles 

• Having systems for managing incidents and complaints 

• Meeting additional requirements for higher-risk or regulated supports. 

Registered providers must continue to meet the conditions of their registration. The NDIS Commission can take compliance and enforcement action where requirements are not met.  

An unregistered provider is not necessarily unqualified, unsafe or lower quality. Many provide safe, skilled and responsive support. However, they have not completed the NDIS registration and audit process and are not subject to all the additional conditions that apply specifically to registered providers. 

When do you need to use a registered provider?

You must use a registered provider when: 

• Your NDIS funding is NDIA-managed 

• You are using plan management services 

• You are receiving Specialist Disability Accommodation (SDA) 

• You are receiving specialist behaviour support 

• A provider is using, or is likely to use, a regulated restrictive practice 

• Registration is otherwise required for the support you are receiving. 

If your funding is self-managed or plan-managed, you can usually choose either registered or unregistered providers for other supports. The rules can change, so check the current NDIS requirements for the support you need. Find out how to find and choose an NDIS provider. 

What additional safeguards does registration provide? 

Registered providers are subject to requirements that do not apply in the same way to unregistered providers. 

• Quality and safety requirements: Registered providers must meet the NDIS Practice Standards relevant to their registration groups and undergo an audit as part of the registration process. They must also meet ongoing registration requirements.  

• Worker screening: Registered providers must ensure workers and key personnel in relevant risk-assessed roles have the required NDIS Worker Screening Clearance, subject to limited exceptions. Unregistered providers are not generally required to have their workers screened, although an unregistered provider or participant can choose to require screening.  

• Incident and complaints management: Registered providers must have systems for managing incidents and complaints and must report certain incidents to the NDIS Commission. You can also make a complaint to the NDIS Commission about an unregistered provider or worker. The NDIS Commission’s complaints process is not limited to registered providers.  

• Verification and transparency: You can check whether a provider is registered and view information about their registration through the NDIS Commission.  

What to consider when choosing a provider

Whether a provider is registered or unregistered, consider asking: 

• Do you provide the support I need, and are you registered for it if required? 

• What experience, qualifications and training do your workers have? 

• How are workers screened, trained and supervised? 

• Will I have a consistent worker or team? 

• How will you communicate with me and support my communication needs? 

• How will you support my choices, privacy and decision-making? 

• What happens if my regular worker is unavailable? 

• What are the costs, including travel, cancellations or other fees? 

• What does the service agreement include, and how can I end it? 

• How can I provide feedback or make a complaint? 

Making an informed choice 

Choosing a provider is about more than registration status. Registration may be required for your funding arrangement or the type of support you need, and it provides additional regulatory requirements and safeguards. But the right provider should also have the experience, communication style and approach that work for you. Take the time to ask questions, compare your options and make sure you understand the service agreement and costs before you start. Your provider should respect your rights, listen to your preferences and support you to remain at the centre of decisions about your life and supports. Read the NDIS guide to working with providers. 

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.