Questions to ask any NDIS provider before you say yes
Choosing an NDIS provider is not just about whether they have capacity. It is about whether they understand your goals, respect your choices, communicate clearly and can explain how their support will help.
You are allowed to ask direct questions before you agree to services. A good provider should welcome that. If questions are treated as difficult, that tells you something.
This checklist is for any provider, including Ellira. We should pass our own test.
Matching and consistency
Can I choose or meet my worker before starting?
Why it matters: fit affects trust, especially for psychosocial disability, daily living support and community access. A worker can be qualified and still not be the right person for you.
A good answer sounds like: "We will ask about your preferences, explain who may be a fit and arrange an introduction where possible before regular support starts."
What happens if my regular worker is away?
Why it matters: sudden changes can make support harder to accept. If you rely on routine or find trust difficult, backup arrangements should be clear before they are needed.
A good answer sounds like: "We will tell you as early as possible, ask whether you want a replacement worker and share enough handover information so you do not have to start from scratch."
How do you handle worker changes?
Why it matters: providers cannot promise no staff changes ever, but they can promise respectful communication. You should not find out at the door that someone new is arriving.
A good answer sounds like: "We give notice where we can, explain the reason if appropriate, check your preferences and support a planned handover."
Lived experience and mental health training
Do your workers have experience with mental health support?
Why it matters: psychosocial disability support is not the same as general task support. Workers need to understand fluctuating capacity, anxiety, low motivation, trauma-informed communication, boundaries and recovery-oriented practice.
A good answer sounds like: "We match workers based on mental health experience and provide supervision and training. We also ask what approaches help or do not help you."
Can I request a worker with lived experience?
Why it matters: some people want peer support from someone who brings lived experience of mental health recovery. Others prefer not to focus on that. The choice should be yours.
A good answer sounds like: "You can tell us whether lived experience matters to you. We will be clear about whether we can match that preference and what the worker's role is."
How do workers avoid acting outside their role?
Why it matters: support workers, peer workers and recovery coaches should not diagnose or treat. They can support recovery goals, routines, community access and service navigation while staying connected to the right clinical supports where needed.
A good answer sounds like: "We keep role boundaries clear. If clinical advice is needed, we encourage connection with the right health professional rather than pretending our role covers everything."
Hard days and cancellations
What happens if I am having a hard day?
Why it matters: mental health support needs flexibility. A hard day may mean the original plan is not possible, but support can still be useful if the worker adapts.
A good answer sounds like: "We can adjust the session where appropriate: quieter tasks, phone support, a shorter community step, planning from home or focusing on what helps today."
What is your cancellation policy?
Why it matters: cancellation rules affect your budget and your sense of safety with the provider. You should know the policy before signing a service agreement.
A good answer sounds like: "We explain the cancellation terms clearly before services start, including when a cancellation may be claimable and who you contact if something changes."
Will I be judged if I miss a session?
Why it matters: shame makes it harder to re-engage. Providers need practical processes without treating missed sessions as a character flaw.
A good answer sounds like: "We will check in respectfully, try to understand what got in the way and discuss what would make the next session easier."
Communication and reviews
How will we check whether support is working?
Why it matters: support should not drift. You need a way to review goals, worker fit, session focus and whether the service still makes sense.
A good answer sounds like: "We review goals with you regularly, ask what is working and not working, and adjust the support plan with your input."
How do I raise a problem?
Why it matters: every provider should have a clear complaints pathway. You should not have to work out who to call while distressed or frustrated.
A good answer sounds like: "You can speak with your worker, a team leader or our office. We will explain the complaints process and you can have a support person involved."
What do you write down, and who can see it?
Why it matters: notes, reports and communication should be transparent. This is especially important if you have had poor experiences with services sharing information in the past.
A good answer sounds like: "We keep records relevant to the support, explain privacy and consent, and ask before sharing information with other providers unless a specific duty requires action."
Independence and conflicts of interest
Do you recommend your own services?
Why it matters: if a provider offers several services, there is a risk that recommendations become convenient for the provider rather than best for the participant.
A good answer sounds like: "We may explain what we offer, but recommendations are based on your goals and fit. You can choose other providers, and we will work alongside them."
Does anyone benefit from steering me toward a particular provider?
Why it matters: conflicts of interest can be subtle. You deserve to know whether there are referral arrangements, internal targets or business incentives behind recommendations.
A good answer sounds like: "We will disclose conflicts and give you options. The decision is yours." This is especially important in support coordination, where independence is part of good practice.
Will you work with my existing providers?
Why it matters: adding a provider should not mean being pressured to move your whole team. Collaboration protects choice.
A good answer sounds like: "Yes, with your consent. We can communicate with your existing providers and keep our role clear."
Registration and safeguards
Are you a registered NDIS provider?
Why it matters: registration affects who can use the service, what supports can be delivered and what audit pathway the provider has completed. It is not the only quality question, but it is a real question.
A good answer sounds like a clear, direct answer. Ellira's answer is: Ellira is not yet a registered NDIS provider — we are working toward NDIS registration.
Can I use you with my plan?
Why it matters: self-managed, plan-managed and NDIA-managed funding have different rules. A provider should explain this before you spend time on intake.
A good answer sounds like: "Tell us how your plan is managed and what support you are seeking. We will explain whether we can provide that support under your funding arrangement."
How do you meet the NDIS Code of Conduct?
Why it matters: the NDIS Code of Conduct applies to providers and workers delivering NDIS supports and services. Providers should be able to explain how expectations are built into practice, not just mention the code.
A good answer sounds like: "We train workers, supervise practice, protect privacy, respect participant choice and have clear incident and complaint pathways."
Common questions
Is it rude to ask this many questions?
No. You are choosing people who may come into your home, support your routines or work with personal information. Asking questions is reasonable. A good provider will understand why it matters.
What if a provider cannot answer clearly?
That is useful information. They may need to come back to you with details, but they should not dismiss the question. If the answer stays vague, consider whether you feel safe starting.
Should I ask these questions before signing a service agreement?
Yes. The best time to ask is before services begin. You can still ask later, but clear answers upfront help prevent confusion about roles, cancellations, communication and fit.
Can my support coordinator ask these questions for me?
Yes, if you want that. You can ask a support coordinator, recovery coach, family member or trusted person to help compare providers. The decision should still be yours.
What if I already started with a provider and now have concerns?
You can raise the concerns, request a review, ask for a different worker or consider switching or adding providers. You are not locked into a poor fit.
Where to from here
Use this checklist with any provider you are considering. To ask Ellira the same questions, send a referral or book a call.
This article is general information, not medical or clinical advice. For support with your situation, talk to your GP, treating team, or call us on 1300 487 996. In an emergency call 000. For urgent mental-health support call Lifeline on 13 11 14.