Changing your disability support provider under the National Disability Insurance Scheme (NDIS) can feel daunting, especially if you're uncomfortable with your current provider. You do need to trust your service provider is working in the best interests of their clients – if you are concerned then it is time to change.

But how do you make that change – who do you use and what is their role in helping you make the change. This comprehensive guide provides a step-by-step "How to" change provider in Canberra, ending with a practical checklist for discussions and actions that need to happen in a way that is smooth and respectful of your rights.

Begin by reflecting on what's not working with your current provider. Are your needs unmet? Is communication poor? Are values misaligned? Use this reflection to define what you want in a new provider—whether it's better coordination, more flexibility, or trauma-informed care.

Key Questions to Consider:

Important Housing Considerations

Do you have tenancy rights tied up in your current SIL agreement? Do you need tenancy security and separate contracts for Support Services and Tenancy Services? This core separation can provide you with greater confidence that you have the flexibility to ensure that your Support provider will work with you to provide the services you need, without you have your tenancy rights at risk.

Check your current service agreement for termination clauses. Most agreements require notice—typically 14 to 30 days. You are not obligated to stay with a provider if you feel unsafe or unsupported, or if you simply want to try someone new.

Understanding Your Rights

Housing and Support Separation

If tenancy is tied to your provider, seek advice. The Royal Commission highlighted the risk of homelessness when tenancy and support are bundled.

Focus ACT's Approach: We have taken the view that we have an obligation to work to deliver services consistent with the change recommended by the Royal Commission. Thus, we do not directly provide tenancy services. We help our clients to maintain tenancy through ESG (Experience Social Growth) or CHC, or any other housing provider commercial or community based they wish to use. We will support you to manage your tenancy just as we support you in accessing the community.

Working with Your Support Coordinator

If you have a Support Coordinator, then ask them for help. They will be able to help you understand the market, understand the strengths and weaknesses of the different providers, and work out how each provider may meet your needs. Explain what you need, what is important and what you are not interested in, and they will work with you to go through this process.

Research Resources

What to Look For

Provider Evaluation Process

Shortlist 3–4 options and contact them directly to discuss your needs. Ask about their approach, staff training, availability, and how they handle transitions.

Once you've chosen a new provider, formally notify your current one. Be clear, respectful, and refer to your service agreement. You may wish to involve your support coordinator or advocate to assist with communication.

Professional Communication

Getting Support for Difficult Conversations

If you are not comfortable with the conversation, you may also wish to engage with an advocacy service. In Canberra there are two key advocacy services that can assist you:

Coordinate with both providers to ensure continuity of care. Your new provider should help you update your NDIS plan, transfer service bookings, and establish new agreements. If you're in crisis or facing barriers, the ACT Government's Integrated Service Response Program may offer short-term support.

Ensuring Smooth Transitions

Focus ACT's Transition Approach

Focus ACT takes a client first approach during transitions both coming to and leaving Focus ACT supports. We acknowledge that there will need to be handover times, and that we may have new staff coming to join us with clients. If this is the case – we will try and smooth that entry into employment path with a view that these support workers understand the client, and the client is comfortable with these support workers.

Ensure your new provider has access to your NDIS plan and that services are active. Monitor the first few weeks closely and provide feedback. You have the right to feel safe, respected, and supported.

Final Verification Steps

Your Rights During and After Transition

Switching providers is about reclaiming control. In Canberra, systems are evolving to make this easier—so you can live your life with dignity and choice. Remember that you are the expert on your own needs, and you deserve support services that align with your goals and values.

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☐ Reflect on your current provider and define your needs

☐ Review your service agreement for termination clauses

☐ Search and shortlist new providers

☐ Notify your current provider formally

☐ Coordinate the transition of supports

☐ Confirm services are active with the new provider

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For assistance with provider transitions or to learn more about Focus ACT's approach to person-centred support, contact us at Focus@FocusACT.org or call 02 6282 9422.