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Choosing an NDIS provider is one of the biggest decisions in your NDIS journey, and most people make it after a single phone call. These seven questions will tell you more than any brochure.
1. Will I have the same worker each time?
Worker consistency is the difference between support that builds and support that resets every week. Ask directly, and ask what happens when your regular worker is sick. The answer you want: a briefed backup who knows your routine, not whoever's free.
2. Can I meet the worker before we start?
Any provider confident in their matching will say yes to a meet and greet. If they won't let you meet the person before signing, that tells you the roster matters more than the fit.
3. Are you registered, and what does your screening look like?
Registered providers are audited against the NDIS Practice Standards. Ask about police checks, NDIS Worker Screening, and for anyone working with children, Working With Children Checks. A good provider answers this without flinching. You can verify any registration on the NDIS Commission website.
4. What exactly will I be charged, and when?
Ask for the hourly rates in writing, whether travel is charged, and what their cancellation policy is. The NDIS Pricing Arrangements set maximum prices, but policies on cancellations and minimum session lengths vary between providers. Honest providers explain these before you sign, not after the first invoice.
5. What happens when something goes wrong?
Every provider has cancellations, sick workers, and scheduling clashes. The difference is how they handle them. Ask how you'd raise a complaint and what happens next. Vague answers here predict vague accountability later.
6. Which funding category will you claim from?
A provider should be able to tell you exactly which budget each support comes from and why. If you're not sure what the categories mean, read our guide to Core vs Capacity Building funding first, then ask the question.
7. Can you actually start soon?
Some providers will sign you up and then leave you waiting weeks for a worker. Ask for a realistic start date and how quickly they can do the first visit. Get it in writing if you can.
The pattern behind all seven
Every question tests the same thing: does this provider treat you like a person or a package of billable hours? Providers who answer plainly, put things in writing, and let you meet people before committing tend to be the ones who show up on time for the next three years.
We're happy to be asked all seven. Able to Thrive is a registered NDIS provider in Ashfield supporting participants across Sydney, from support work and in-home support to support coordination. Call 1300 095 012 and put us on the spot.
