Questions to ask a behaviour support practitioner before you sign

Before you sign a service agreement, check the practitioner has been found suitable by the National Disability Insurance Scheme (NDIS) Quality and Safeguards Commission and works for a registered provider. Then ask how they'll involve your family and support workers, where they'll work, how they'll measure progress, how they'll reduce any restrictive practices, and what the agreement says about costs, cancelling and complaints.

You can ask these questions by phone or at a first meeting. The NDIS Quality and Safeguards Commission (NDIS Commission) suggests speaking to different providers before you choose, so it's fine to talk to more than one.

How do I check they're registered and approved?

Ask for the practitioner's full name and the name of the provider they work for. Then check both with the NDIS Commission.

Is your provider registered with the NDIS Commission for specialist behaviour support? This is registration group 0110.
Has the NDIS Commission found you suitable to work as an NDIS behaviour support practitioner?
Who is your clinical supervisor? The NDIS Practice Standards expect a clinical supervisor to oversee each practitioner's work.

The Commission's practitioner search only lists people who agreed to publish their details, so a missing name isn't always a problem. Our page on behaviour support practitioners explains how to check.

Registration matters for every plan

Behaviour support funding can only be used with a registered specialist behaviour support provider. That's true even if your plan is self-managed or plan-managed.

What should I ask about their experience?

Ask what work they've done before and what capability level they work at. You want to know their skills fit your family's situation.

The Positive Behaviour Support (PBS) Capability Framework describes four levels: core, proficient, advanced and specialist. The Commission doesn't assign these levels, so ask the practitioner which level they work at and why.

Have you worked with people of a similar age, or with similar disability or communication needs?
How do you take our culture, language and beliefs into account?
Have you worked on plans that include restrictive practices?
Do you work with other therapists, like a speech pathologist or occupational therapist?

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How will they work with our family, school and support workers?

Good behaviour support is a team effort. Ask who they'll talk to, where they'll visit and how they'll train the people who use the plan.

The provider should ask for your written permission before talking to other people who support you. With that permission, they can work with family, support workers, teachers and other providers.

Will you visit the places where the behaviours happen, like home or school?
How will you train our family and support workers to use the plan?
Which parts could happen by video or phone, and which need a visit?
How soon could you start, and how often would we see you?

The Commission calls remote delivery TelePBS. It can use video calls, phone, text or email. Its guide for families suggests asking what a session looks like, asking for a trial session, and asking about interpreters if you need one.

How will they measure progress?

Ask what they'll track, who records it and how often they'll check in. The NDIS Practice Standards expect progress to be checked through regular contact with the person and data from the providers who use the plan.

What will you ask us and our support workers to record?
How will you show us whether things are getting better?
How often will you review the plan, and what happens if something isn't working?

The Practice Standards expect each behaviour support plan (BSP) to be reviewed at least every 12 months, and more often if needed, like when behaviour changes or a new provider starts using the plan.

What should I ask about restrictive practices?

If a restrictive practice is used now, or might be needed, ask how the practitioner plans to reduce and stop it. That's a legal aim of every plan that includes one.

How will you explain any restrictive practice to us, and to the person, in a way we understand?
What other strategies will you try first?
What's your plan to reduce it and stop it over time?
Who looks after authorisation in our state or territory?

When a regulated restrictive practice is used, the specialist behaviour support provider must write an interim plan within 1 month and a comprehensive plan within 6 months of being engaged. They're engaged from the date of the service agreement, or a later start date written in it. Our restrictive practices page explains more.

What should the service agreement say?

Read it before you sign, and ask for changes if something doesn't suit you. A good agreement covers what they'll deliver, what it costs, how to end it and what to do if you disagree.

What to check in a behaviour support service agreement
Topic	What to look for
Supports	What they'll deliver, like an assessment, plans, training and reviews, and when and where
Costs	Their prices, travel costs and any other fees, whether GST applies, and how they'll be paid
Start date	The date the provider is engaged. It starts the clock on plan deadlines when restrictive practices are involved
Cancellations	Their cancellation policy and how much notice you need to give
Changes and ending	How long it lasts, how it can be changed and how to end it
Disagreements	How to raise a concern, and who to contact if it can't be fixed

The NDIS pricing arrangements set the conditions for when a provider can charge a cancellation fee. Fair pricing is also part of the NDIS Code of Conduct, which every provider must follow.

What's a simple checklist for the first meeting?

Take this list with you or keep it by the phone. Tick off each item before you sign anything.

The provider is registered for specialist behaviour support
The practitioner has been found suitable by the NDIS Commission
They've told us their capability level and who supervises them
They'll involve our family, support workers and school, with our permission
We know when they can start and how often we'll see them
We know which parts happen in person and which by video
We know what we'll be asked to record and how progress is measured
They've explained how they'd reduce any restrictive practices
The service agreement lists every cost, the start date and the notice period
We know how to make a complaint, to them and to the NDIS Commission

If you'd like help finding a registered practitioner to talk to, we can connect you with one.

Questions people ask

How many practitioners should we talk to?

There's no set number. The NDIS Commission suggests speaking to different providers about their experience and how they work, so you can both check it's a good fit.

Do we have to sign a written service agreement?

In most cases it isn't required, but the National Disability Insurance Agency (NDIA) recommends one every time you start with a new provider. For behaviour support it also records the start date that plan deadlines count from.

Can the practitioner talk to our school or support workers without asking us?

They should ask first. The NDIS Commission says the provider will ask for your written permission to talk to other people who support you.

Can all the work be done by video?

TelePBS can cover some or all of the work, and it can be mixed with visits. Ask the practitioner which parts they'd do in person, and ask for a trial session if you're unsure.

What if we're not happy after we sign?

Talk to the provider first if you feel safe to. You can also make a complaint to the NDIS Commission on 1800 035 544, or end the service using the steps in your service agreement.

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