You may want a different worker match, a service your current provider doesn’t offer or a change in the way support is arranged. You can explore other providers and ask questions before deciding.
If you rely on regular assistance, plan the handover before ending existing support. A few confirmed details can reduce the chance of an avoidable gap.
Read the current agreement
Look for the notice required, how to give it and any relevant cancellation or exit charges. Ask for an explanation if the wording is unclear.
Keep a copy of the agreement and the notice you send. Removing a provider relationship from an NDIA system is separate from ending a service agreement.
The NDIA’s provider change guidance explains the main steps.
Speak with the new provider first
Describe the support, location and times you need. Ask what they can provide now, what still needs assessing and when a start could be confirmed.
Check the costs and proposed agreement. If essential visits are involved, be specific about which assistance must continue and who is responsible for arranging it during the change.
A positive first conversation is helpful, but a start date still needs funding, suitable staffing and the agreed support details to be confirmed.
Decide what information can be shared
You may want the providers to exchange relevant support information. Agree what can be shared, with whom and for what purpose. A referral is not permission to disclose every personal detail.
Useful handover information may include your preferred communication, routines, current professional instructions and the people you want contacted. Ask who will make sure the new workers have the information relevant to their role.
The Commission’s support planning standard includes planned transitions and participant involvement.
Put the dates and responsibilities together
Before making the change, check:
- when the current service ends and the new one starts
- which visits each provider has confirmed
- who will organise any gap or essential assistance
- which information you have agreed to share
- who will notify a plan manager or support coordinator where relevant
- whether an old or new NDIA provider relationship needs updating.
Our my providers guide explains the recording process. Updating it doesn’t itself create extra funding or confirm the new service.
If the reason is a concern
You can seek help without having to raise the issue with a worker directly. The NDIS Commission provides an external route for provider or worker safety and quality concerns. Call 000 for an immediate life-threatening emergency.
If you’re considering Vana Care, talk with our team before cancelling support you rely on. We’ll explain what we can assess and what needs confirming for a planned handover.
