Supporting Choice and Control in the NDIS: A Guide for Providers

The concept of choice and control is foundational to the NDIS, giving participants the right to shape their support experiences. For providers, this means more than just delivering services—it means respecting and upholding participant autonomy in every interaction. 

With the introduction of the PACE (Participant-Centric Engagement) system, the role of providers in supporting choice and control has become even more critical. 

What Choice and Control Means for Providers 

Participants have the right to: 

• Choose who provides their services 

• Decide how and when services are delivered 

• Change providers or end service agreements at any time 

• Manage their funds in a way that suits them 

Providers must respect and adapt to these preferences as a matter of ethical and professional responsibility. 

Updates Under the PACE System 

The PACE system has improved plan design and clarity, resulting in greater transparency for both participants and providers. Key changes include: 

1. Clearer Funding Rules 

Supports are now labelled as flexible, fixed, or stated, giving providers more precise direction on what can and cannot be changed or substituted. 

2. Outcome-Focused Plans 

PACE emphasises linking supports to participant goals. Providers must understand and align their services with these outcomes. 

3. Increased Participant Understanding 

Participants are better informed under PACE and more likely to ask detailed questions about service delivery, costs, and flexibility. 

Best Practices for Supporting Choice 

To support participant choice and control: 

• Offer service options tailored to individual preferences 

• Be transparent about pricing, availability, and capacity 

• Use plain language in service agreements 

• Make it easy for participants to provide feedback and change arrangements 

• Be flexible with delivery times and methods when possible 

Respecting Decisions 

Participants have the right to: 

• Decline services 

• Switch to another provider 

• Request changes in how services are delivered 

Providers must not pressure or discourage participants from exploring other options. Doing so may breach the NDIS Code of Conduct. 

Working with Plan Managers and Coordinators 

Collaboration is key. Providers should: 

• Communicate openly with Plan Managers and Support Coordinators 

• Confirm service bookings accurately 

• Follow guidelines for Stated Supports and fixed budgets 

• Ensure claims match the supports actually delivered 

This approach helps maintain trust, compliance, and plan integrity. 

Cultural Competency and Accessibility 

Participants from diverse backgrounds or with communication challenges may need additional support to express preferences. Providers should: 

• Offer accessible communication formats 

• Use interpreters or culturally appropriate staff when needed 

• Seek training in cultural safety and disability inclusion 

Final Thoughts 

Respecting choice and control is not optional—it’s a requirement under the NDIS Code of Conduct. 

As plans become clearer and participants more empowered under the PACE system, providers who embrace flexibility, transparency, and collaboration will be better equipped to deliver high-quality services and participant-focused support. 

Reminder: The goal is not just to deliver supports—but to do so in a way that reflects each participant’s voice, values, and vision. 

For more detailed information, you can refer to the NDIS guidelines on Connecting with participants