6 Vital Questions Ask NDIS Providers in Melbourne

Finding the right people in life is important to one’s well-being. It matters even more when it is related to the physical care of our loved ones. We see numerous NDIS providers in Melbourne, but how do we know if someone will provide the right support?

There’s no other way to ask questions and run a check in our community. The first one, asking questions, is crucial in deciding whether someone makes the cut.

Here’s a questionnaire that might help you understand your disability service provider.

1. What Services do you offer?

Your first question should be about the services they provide. You may require multiple services, and it will be a hassle to have different providers for different services. It’s best to have one provider cover everything you need.

Some NDIS providers offer a broad range of services, and you’re lucky if you can receive all or most of your care from one provider. Also, you may require a rare service from a different NDIS provider who specialises in that.

In any case, you must be clear about the services you want and whether you want them all from one provider or different ones.

2. Are you a Registered or Unregistered service provider?

There are two types of NDIS providers — Registered and Unregistered. Organisations registered under NDIS are registered disability service providers. This means they meet prescribed guidelines and safety criteria. The providers that are not registered have no independent validation of their services.

Furthermore, you can only utilise registered providers if the NDIA administers your funds for you. In this case, it’s even more important to find out if a home care agency is registered or not.

On the other hand, you can pick from both registered and non-registered NDIS providers if you manage your NDIS finances or employ a plan manager.

The NDIS provides you with flexibility and control over who delivers your services. That is why the decision is left to your discretion.

3. What’s your minimum Shift and Availability?

The minimum shift timings vary greatly from one provider to the other. You may like to get your services for longer hours, or you may prefer more frequent service. For this reason, a provider’s minimum shift for each service must align well with your needs.

Also, some providers may need a waiting period before they begin providing services. For example, you may require a caregiver who starts early and finishes late if you want assistance with personal care such as waking up or bathing. However, any daytime hours may be sufficient if you’re looking for a provider for art classes or swimming instruction.

4. What are their employees’ Credentials, Training, and Experience?

Before you ask this question, you should have a firm understanding of your needs. So, the correct answer here depends on the services you require. For example, a personal caregiver is required to provide different services than a driver.

However, some things to check upfront are:

  • Is their staff vaccinated against COVID
  • Do they have a disability worker screening clearance? (Known as a yellow card)
  • Have they finished the NDIS staff orientation module?
  • Do they have a valid first aid certificate?
  • How about a manual handling competency certificate?
  • What’s their previous disability services experience?

5. Do you charge any Gap fees?

A gap fee is an out-of-pocket expense, i.e., the difference between the cost charged by the provider and what NDIS provides. The NDIS price guide specifies the maximum permissible costs for support. NDIS funding will pay up to the specified limit; anything beyond that will be on the participants.

You must be aware of this upfront and not when your bill arrives. So it’s always worth asking whether there will be any out-of-pocket expense.

Some may be prepared to pay these gap charges. But circumstances and budgets may not allow for other people. And they need to rule out those providers who charge gap fees.

6. What’s your Alteration and Cancellation Policy?

Your requirements are likely to change as you achieve your NDIS goals. You might not require the same services that you did before. For example, one might have finished their art classes, and they may not require driver’s services anymore. 

In such cases, you may either need to cancel or alter  the services as per the new requirements. Many service providers need early notification before cancelling or changing service agreements. To prepare ahead, inquire about providers’ change or cancellation policies.


These were the most important 6 questions to ask your home care agency in Melbourne. However, you should carefully consider your own needs and goals first. Only then can you find the right NDIS provider.

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