When Providers Exit: Their NDIS Obligations

If your organisation is closing, leaving the NDIS market, or stopping a specific service, your responsibilities don’t end right away. You must still follow the NDIS Practice Standards, Code of Conduct, and all notification requirements until your services officially finish. Good planning and clear communication help participants move smoothly to new supports and keep your organisation compliant. 

Here’s what you can do: 

1. Notify the NDIS Commission of significant changes or events 

If your organisation is closing, becoming insolvent, losing key staff, or facing any issue that affects your ability to deliver registered supports, you must tell the NDIS Commission as soon as possible. Use the “Notify us of changes or events” form on the Commission’s website. 

2. Plan for a safe and smooth transition 

You must plan to make sure supports continue where possible. Work with participants to create written transition plans that outline next steps, identify risks (like support gaps), and confirm alternative arrangements. 

3. Communicate clearly and provide handover information 

Give participants written notice with clear end dates and replacement options. For services such as Support Coordination or therapy, include a short handover summary with their goals, progress, reports, and recommendations to help the next provider continue their support smoothly.   

4. Finalise billing and records properly 

End all service bookings on or before the agreed date. Issue final invoices or receipts and keep accurate records of the supports you delivered. Make sure all claims follow NDIS pricing rules, NDIA payment requirements, and Australian Consumer Law. 

5. Keep your complaints process open 

Maintain a working complaints process until your exit is complete. Respond to any participant concerns promptly. Let participants know they can also contact the NDIS Quality and Safeguards Commission on 1800 035 544 for further help.  

6. Include emergency and closure contingencies in policies 

Have plans that cover emergency and disaster scenarios to make sure critical supports continue. Staff should be trained and aware of their roles during such events. 

Final Thoughts 

Exiting the NDIS or ending services is not just a business decision, it is a regulated process that protects participants and ensures quality. By planning ahead, working with participants, and communicating clearly, you can manage your exit responsibly and respectfully. 

Taking the time to prepare and communicate clearly not only meets your compliance obligations but also builds trust and confidence within the NDIS community.