Changing your behaviour support provider or practitioner

You can change behaviour support provider at any time. Check your service agreement for the notice period, find a new registered provider first so there's no gap, and tell your plan manager or support coordinator. Your behaviour support plan doesn't have to start again. The new provider checks it's still current and takes on the legal duties from the day they're engaged.

The National Disability Insurance Agency (NDIA) runs the National Disability Insurance Scheme (NDIS). It says changing providers is normal, and who you work with is up to you. This guide covers the steps, and what happens to your plan along the way.

Can I change behaviour support provider?

Yes. You can switch providers at any time. You can also ask your current provider for a different practitioner.

If you feel safe to, talk to the provider first. Some problems can be fixed with a conversation. A trusted person, your my NDIS contact or your support coordinator can help you have that talk.

If you're not happy with their response, the NDIS Quality and Safeguards Commission (NDIS Commission) says you can make a complaint or choose to end the service.

New practitioner, same provider

If only the practitioner changes, plan deadlines still count from when the provider was first engaged. With a new provider, any deadline for writing a plan counts from when the new provider is engaged.

How do I end my current service agreement?

Your service agreement says how much notice to give. This is sometimes called a notice period or cancellation period.

Check the agreement, and any separate cancellation policy, for the notice you need to give.
Find and meet a new registered provider before you finish with the old one, so there's no gap in support.
Ask your current provider if they have a form or process for ending the agreement.
Make sure there are no outstanding payments.
Sign a new service agreement with the new provider.

You may be charged a fee if you don't give the agreed notice. The NDIS pricing arrangements set the conditions for when providers can charge cancellation fees.

The new agreement's start date matters. A specialist behaviour support provider is engaged from the date of the service agreement, or a later start date written in it. Plan deadlines count from then.

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What happens to the existing behaviour support plan?

It doesn't disappear when you change provider. The NDIS Commission says the new provider takes on the legal duties for the plan from the day they're engaged.

What the new provider does, based on the plan you have now
Plan you have now	What the new provider does
No behaviour support plan	Writes an interim plan first. Where a regulated restrictive practice is used, it's due within 1 month of being engaged.
A current interim plan	Can go straight to the comprehensive plan, once they confirm the interim plan is still current and suits the person's needs. Where restrictive practices are involved, the comprehensive plan is due within 6 months of the new provider being engaged.
A current comprehensive plan	Can start training people and supporting them to use it, if it's still current and nothing has changed that means it needs updating. They don't need to write a new interim plan.

The Commission says a change in providers will generally count as a change in circumstances. A comprehensive plan with regulated restrictive practices must be reviewed as soon as practicable after a change that means it needs updating. It must also be reviewed at least every 12 months from its start date.

You can choose what information is shared with the new provider. Giving them the current plan and recent reports helps them pick up where things left off. If the new practitioner writes a new plan, give the NDIA a copy.

What happens to restrictive practice authorisation?

The provider who uses a restrictive practice, called the implementing provider, is responsible for getting it authorised in your state or territory. Changing your behaviour support provider doesn't change that.

Before a new behaviour support provider carries on with an existing plan, the NDIS Commission expects the implementing provider to confirm that:

the plan has been lodged with the NDIS Commission
the plan lists every regulated restrictive practice being used
the list of restrictive practices is still accurate for monthly reporting
each practice is authorised under your state or territory's process

If a different provider will be using the practice, like a new support worker agency, that provider must be registered and must get authorisation where your state or territory requires it.

Plan the handover

A restrictive practice used without authorisation, or outside the plan, is unauthorised. A registered provider must report it to the NDIS Commission as a reportable incident. Talk to all your providers before the switch so nothing falls through the gap.

Who do I need to tell?

Your current provider, your new provider, your plan manager or support coordinator, and anyone who uses the plan day to day.

Your current provider, using their process for ending the agreement.
Your plan manager and support coordinator, if you have them.
The NDIA or your my NDIS contact, so your provider records can be updated. Ask your provider whether you or they need to end the old provider relationship in the participant portal.
Support workers, teachers and other people who use the plan, so they know who to contact.

For plans made in the NDIA's newer computer system, behaviour support providers need to be recorded as your my providers, or their claims are rejected. Your my NDIS contact can help you add or change providers, or you can call the NDIA on 1800 800 110.

How do I make a complaint?

Raise it with the provider first if you feel safe to. If that doesn't fix it, or you'd rather not, contact the NDIS Commission.

Providers must make you feel safe to raise a concern, deal with it quickly and not threaten you for complaining.

Phone 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
Use the National Relay Service and ask for 1800 035 544.
Report an issue online on the Commission's website.
Write to NDIS Quality and Safeguards Commission, PO Box 210, Penrith NSW 2751.

You can report without giving your name, or ask for it to be kept confidential. Family, a friend or an independent advocate can help. Questions about plan funding go to the NDIA, not the Commission.

If someone's life is at risk, call 000. When you're ready to look for a new registered practitioner, we can connect you with one.

Questions people ask

Do I have to give a reason for changing?

Who you work with is up to you. Check your service agreement for what you need to do, like how much notice to give.

Will we need a whole new assessment?

Not always. If there's a current plan that still suits the person's needs, the new provider can build on it. They'll still review it when the rules require.

Does changing practitioner restart the 1 and 6 month deadlines?

Not if you stay with the same provider. The time counts from when the provider was engaged, not when the practitioner changed.

Can the new provider see our old plan?

You choose what information is shared with the new provider. Sharing the current plan and recent reports helps them pick up where things left off.

Do I need to tell the NDIA?

Tell your my NDIS contact if your provider records need updating. If the new practitioner writes a new behaviour support plan, you must give the NDIA a copy.

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