“Can I really just leave?”
This is one of the most common questions we hear from participants who feel stuck with a provider that isn’t meeting their needs. The answer is a resounding YES.
The fundamental principle of the NDIS is Choice and Control. It means exactly what it says: You have the choice of who supports you, and you have the control to change that support if it isn’t working.
Yet, many participants in Sydney stay with providers they are unhappy with because they fear the paperwork, the awkward conversations, or a gap in their care.
At Nonabel Disability Services, we believe you should stay with a provider because you love their service, not because you feel locked in. Here is your step-by-step guide to navigating the system and finding a provider that truly aligns with your goals.
Signs It Might Be Time to Switch
How do you know if it’s time to look for a new partner in your journey? Here are some red flags we often hear from new families joining Nonabel:
- Lack of Communication: Your calls go unanswered, or you never know which support worker is showing up.
- Inflexibility: You are told “we don’t do that” when you ask to change your roster or try a new activity.
- High Staff Turnover: You are constantly explaining your story to new strangers because your support workers keep quitting.
- Feeling “Just a Number”: You feel like a transaction, not a person.
If any of this sounds familiar, it might be time to exercise your rights.
The Process: How to Change Providers in 4 Steps
Switching providers is usually much simpler than people imagine. Here is how to do it without the stress.
1. Check Your Service Agreement
When you started with your current provider, you likely signed a Service Agreement. Find this document and look for the “Termination” or “Cancellation” clause.
- Standard Practice: Most agreements require a notification period (usually 14 to 28 days).
- Tip: If you feel your safety is at risk, you may be able to leave immediately. Speak to your Support Coordinator or the NDIS Quality and Safeguards Commission if this is the case.
2. Find Your New Provider First
Before you give notice, it’s wise to have your new team ready to go. This ensures there is zero gap in your support.
- Interview potential providers in Sydney. Ask them hard questions: “How do you match staff to participants?” or “What is your cancellation policy?”
- At Nonabel, we offer a free meet-and-greet/consultation so you can get a “feel” for our team before signing anything.
3. Give Notice (In Writing)
Once you have chosen your new provider (like Nonabel!), simply send a short email to your old provider. You do not need to give a long explanation or justify your decision.
- Template: “Dear [Provider Name], I am writing to provide [Number] days’ notice to end my service agreement for [Support Type], effective [Date]. Please finalize any outstanding invoices up to this date.”
4. Update Your Support Coordinator
If you have a Support Coordinator, loop them in early. They can handle much of the admin for you, ensuring the funding is released from the old provider so the new one can claim it.
Why Support Coordinators Love Referring to Nonabel
We know that for Support Coordinators, moving a participant to a new provider is a risk. You need to know that the new team will be responsive, compliant, and reliable.
Nonabel has become a trusted name in Sydney because we nail the basics that others miss:
- Rapid Onboarding: We don’t sit on referrals. We action them quickly so supports can start when needed.
- Transparent Reporting: We provide the high-quality progress notes and reports SCs need for plan reviews.
- One-Stop Capability: Because we cover Housing (SIL/STA), Transport, and Core Supports, we can simplify a participant’s ecosystem, reducing the admin burden on the Coordinator.
The “Nonabel” Transition Promise
We know change can be scary, especially for participants with autism or anxiety who rely on routine. That’s why we have a dedicated Transition Process:
- The Overlap: We can introduce our support workers while you are still finishing up with your old provider (if funding allows), so the faces are familiar when the switch happens.
- The Handover: We listen to you (and your family) about what worked and what didn’t in the past.
- The Check-In: We don’t just set and forget. We check in heavily during the first month to ensure the new roster is perfect.
Take Control of Your NDIS Plan Today
You worked hard to get your NDIS plan. Don’t waste it on a provider that gives you anything less than their best.
If you are looking for a Sydney provider that values communication, reliability, and heart, let’s have a chat. We can guide you through the switching process to ensure it’s smooth, seamless, and positive.
