NDIS Provider Questions-Checklist for Participants

Use this checklist created by Able 2 Care Australia when choosing an NDIS provider. Tick the boxes that matter most to you.

Core approach & values

☐ How do you involve participants in decisions about their supports?

☐ How do you individualise supports rather than using a one-size-fits-all approach?

☐ How do you support participant choice and control day to day?

☐ What does a successful outcome look like for participants?

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Cultural fit, safety & respect

☐ How do you ensure cultural safety and respect for diverse identities and backgrounds?

☐ What training do staff receive around trauma-informed care, inclusion, and diversity?

☐ How do you respond if a participant feels uncomfortable or misunderstood?

☐ Can I request a support worker who aligns with my cultural, gender, or communication preferences?

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Support workers & staffing

☐ How do you recruit and train your support workers?

☐ Can I meet or trial a support worker before committing?

☐ What happens if a support worker is not a good fit for me?

☐ How do you manage consistency and avoid frequent staff changes?

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Communication & flexibility

☐ How do you communicate with participants (phone, text, email)?

☐ How flexible are you with scheduling and last-minute changes?

☐ Who is my main point of contact if I have concerns or questions?

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Quality, feedback & complaints

☐ How do you gather and act on participant feedback?

☐ What is your complaints process, and how do you ensure participants feel safe using it?

☐ Can you share an example of how feedback led to improvements?

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Goals & outcomes

☐ How do you support participants to work toward their NDIS goals?

☐ How do you track progress and review supports?

☐ How often are supports reviewed and adjusted?

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Service agreements & transparency

☐ Can you explain your service agreement in plain language?

☐ Are there cancellation fees, minimum hours, or notice periods?

☐ What happens if I want to change or stop services?

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Red-flag check questions

☐ How do you handle disagreements about supports or plans?

☐ What would you do if I said something wasn’t working for me?

☐ How do you ensure dignity and respect in everyday practice?

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Final question

☐ Why do you do this work, and what matters most to you as a provider?

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Notes / impressions

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Remember: You are allowed to ask questions, take your time, and choose a provider that feels right for you.