What Makes a Good Provider?

What Makes a Good Provider? 7 Questions to Ask Before You Choose

Choosing a provider is a significant decision. The right provider can make everyday life feel more supported, stable and empowering – while the wrong one can create stress, inconsistency and frustration.

If you’re comparing providers or reassessing your current one, asking the right questions upfront can help you make a confident, informed choice.

Below are seven practical questions to guide your decision – based on what participants and families consistently say matters most.

1. Do they take time to understand your individual needs?

A good NDIS provider should start with listening – not assumptions.

Takes time to understand your goals, preferences and routines
Asks thoughtful questions, not just compliance ones
Adjusts supports as your needs change

If the process feels rushed or transactional, it may be a sign you’re not being genuinely heard.

2. Are supports consistent and reliable?

Consistency is critical, particularly for participants who rely on routine or build trust slowly.

How are support workers matched to participants?
What happens if a regular worker is unavailable?
How does the provider minimise changes and disruptions?

Reliable providers have clear systems to maintain continuity, not just good intentions.

3. Is communication clear, timely and respectful?

Strong communication builds trust – poor communication erodes it quickly.

Responds promptly to enquiries
Communicates changes clearly
Keeps participants and families informed

4. Do they have experience supporting people with complex needs?

Not all providers are equipped to support complex or high-needs participants.

If your situation involves clinical supports, behavioural complexity or hospital discharge, choose a provider with demonstrated experience, strong clinical oversight and appropriate training.

5. Are safety, dignity and choice prioritised?

NDIS supports should enhance independence and quality of life – not restrict it.

Look for providers who respect choice, support informed decision-making and prioritise safety without removing autonomy.

6. Are their values reflected in how they actually operate?

Many providers list values on their website – fewer consistently live them.

Trust is built through everyday actions, not branding.

7. Do you feel confident raising concerns or asking questions?

You should feel safe to speak up.

A good provider welcomes feedback, addresses issues transparently and works collaboratively to resolve concerns.

Thinking about changing your NDIS provider?

If you’re questioning whether your current provider is the right fit, you’re not locked in — and changing providers is often more straightforward than people expect.

How to Change Your NDIS Provider (Without the Stress)