If a Provider Leaves or Stops Services: Your Options

Sometimes providers might close, lose registration, or stop offering a particular service. As a NDIS participant, you’re entitled to safe, continuous supports and clear information during any transition. The NDIS Practice Standards require providers to plan transitions and help keep your supports going wherever possible. 

Here’s what you can do: 

1. Check your Service Agreement (notice periods and exit terms) 

Your agreement should include notice periods, how changes are handled, and what happens in emergencies. If you don’t have one yet, ask your provider or your plan manager to give you a copy.  

2. Ask for a written transition plan 

Your provider should coordinate with you to plan the move. This plan should explain each step, identify any risks (such as gaps in daily supports), and be provided in writing.  

3. Line up replacement supports 

You can change providers at any time, depending on the notice period in your service agreement. If you have a Support Coordinator, they can help manage the handover of goals, progress, risks, and reports to the new provider, so the change is smoother.  

4. Keep your payments organised 

Make sure any active service bookings or invoices end on the agreed end date. Keep copies of final invoices and communications. Your NDIS plan and funding stay the same even if you move to a new provider. 

5. Speak up if something feels wrong 

If you’re worried or something doesn’t seem right, talk to your provider first. If the issue isn’t fixed, contact the NDIS Quality and Safeguards Commission online or by calling 1800 035 544. If you ever feel unsafe, call 000.  

Where to get help 

You don’t have to manage this alone. Our team at First2Care, can help you pause or cancel payments, check that invoices stop on time, and connect you with new providers who meet your needs. We can also guide you through the paperwork and make sure your funding keeps working for you without any disruptions. 

Your Local Area Coordinator (LAC) or the National Disability Insurance Agency (NDIA) can also support you during this time. They can help you find registered providers and adjust service bookings. 

Final Thoughts 

When a provider exits, it can feel stressful or confusing, but you still have choice and control. Your NDIS plan stays yours, and your support doesn’t have to stop just because a provider does. 

With the right help and planning, you can keep your support running smoothly and confidently move forward with a provider who fits your goals and needs.