Choosing a disability support provider is an important decision. Whether you are looking for help with daily living, community participation, therapy or other supports, asking the right questions can help you make an informed choice.
The questions below are a starting point. You may have others based on your specific needs and circumstances.
About Their Services
- What types of supports and services do you provide?
- What areas do you service?
- Do you have capacity to take on new clients at the moment?
- What are your hours of operation?
- Do you provide support on weekends or public holidays?
About Their Experience and Qualifications
- How long have you been providing supports?
- What experience do you have working with people with my type of disability or support needs?
- What qualifications and training do your staff have?
- Are your staff screened (such as police checks and working with children checks)?
- Are you a registered NDIS provider?
About How They Work
- How do you match support workers with clients?
- Will I have a consistent support worker, or will it change?
- How do you handle it if a support worker is unavailable?
- How do you involve me in decisions about my supports?
- How do you respect and accommodate my cultural, religious or personal preferences?
About Costs and Billing
- What are your hourly rates?
- Do you charge for travel time or travel costs?
- What is your cancellation policy?
- How do you invoice? Do you work with plan managers?
- Are there any additional fees or charges I should be aware of?
About Safety and Quality
- How do you handle complaints or concerns?
- What is your process for incident management?
- How do you ensure the quality of your services?
- Can you provide references or testimonials from other clients?
- How do you protect client privacy and confidentiality?
About Flexibility and Choice
- Can I change support workers if it's not a good fit?
- Can I adjust my support schedule if my needs change?
- What notice do I need to give if I want to change providers?
- Do I need to sign a service agreement? Can I review it first?
Tips for the Conversation
- Take notes during the conversation so you can compare providers later.
- Ask for information in writing, especially about fees and cancellation policies.
- Don't feel pressured to make a decision on the spot.
- Trust your instincts. If something doesn't feel right, it may not be the right fit.
- Remember that you have choice and control. You can change providers if your needs or circumstances change.
This guide is for general information only. Cenplus Care does not provide disability support services and is not a registered NDIS provider. For information about registered providers, visit the NDIS Quality and Safeguards Commission.