One of the most important rights you have as an NDIS participant is the right to choose — and change — your support coordinator. The NDIS is built on the principle of choice and control, which means you are never locked in with a provider who is not working for you. If your current support coordinator is not the right fit, here is exactly what to do.
Why People Change Support Coordinators
There are many valid reasons to look for a new support coordinator. The most common ones we hear from participants and families include:
- Poor or infrequent communication — calls and emails go unanswered for days
- Feeling unheard or unsupported — the coordinator does not seem to understand your disability or situation
- Coordinator not in your local area — a remote coordinator who has never visited Albury Wodonga or your suburb cannot always access the same local knowledge a local one can
- Better fit needed — your situation has changed (for example, a new mental health diagnosis) and you need someone with specific experience
- Provider leaving or restructuring — sometimes a coordinator moves on, which triggers a transition whether you planned it or not
None of these reasons need to be dramatic. You do not need to have had a bad experience to be entitled to change. Choosing a new coordinator is a normal part of managing your NDIS plan.
Step 1: Check Your Service Agreement
Before you do anything else, locate your service agreement with your current support coordination provider. This document sets out the terms of your arrangement, including the notice period required to end the agreement. Most service agreements require 2 to 4 weeks of written notice, though some are longer.
Read the agreement carefully to understand what is required. If you cannot find your copy, contact your provider and ask them to send it to you — they are obligated to provide it.
Step 2: Find Your New Coordinator First
This is the step most people miss. Do not end your current arrangement before you have confirmed that a new provider can take you on. A gap in support coordination can leave you without guidance during a period when you need it most.
Contact prospective new providers and confirm they have availability and experience relevant to your disability and goals. Ask them:
- Are you registered with the NDIS?
- Do you have experience supporting people with my disability type?
- Are you local to my area, or will coordination be by phone and video?
- How quickly can you begin?
- How often will we communicate, and what is your usual response time?
Once you have confirmed a new provider, you can move to giving notice to your current one.
Step 3: Give Written Notice to Your Current Coordinator
Send your current support coordination provider a written notice — email is usually sufficient — stating that you are ending the service agreement and the date you intend the arrangement to conclude. Reference the notice period in your agreement and make sure the dates align.
Keep the tone professional and factual. You do not need to explain your reasons in detail. Something as simple as "I am writing to give notice that I wish to end my service agreement with [provider name], effective [date]" is entirely appropriate.
Step 4: Contact Your LAC or the NDIA If There Are Problems
In most cases, the transition happens smoothly. Occasionally, however, issues arise — a provider may dispute the notice period, withhold records, or delay the process. If this happens, contact your Local Area Coordinator (LAC) or call the NDIS directly on 1800 800 110. The NDIA can intervene to ensure the transition happens without disruption to your support.
If you are in a situation where you feel unsafe or your current coordinator has behaved inappropriately, you can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.
What to Look for in a New Coordinator
A good support coordinator will:
- Respond to your calls and messages promptly and reliably
- Have direct experience with your disability type, whether that is physical, intellectual, psychosocial, or something else
- Know your local area — local coordinators have genuine relationships with local providers and know who actually delivers quality services
- Explain your plan to you in plain English and support you to make your own decisions
- Be transparent about how your support coordination budget is being used and how much remains
Take your time to ask questions before signing a new service agreement. The right coordinator will welcome those questions.
Looking for a support coordinator in Melbourne, Perth, or Albury Wodonga?
The 360 Support Coordination team has local coordinators across Melbourne, Perth, and Albury Wodonga. We respond to every enquiry within 24 hours and are happy to discuss a transition at any time.