Questions to ask a support provider

Speaking with a provider is a chance to understand the service and decide whether it fits the person’s needs, preferences and budget. You do not need to ask every question at once. Choose what matters most and ask for important answers in writing. Care4AU listings are a starting point, not a recommendation or guarantee of availability.

Service and availability

• Do you provide this service in the person’s suburb or region?
• When could support start, and is there a waitlist?
• How often and for how long can support be provided?
• Who will deliver the service, and can the person meet them first?
• What happens if the usual worker is sick or unavailable?

Fit and communication

• Can you meet the person’s communication, language, accessibility or cultural preferences?
• How do you support the person’s choices, privacy and independence?
• Can information be provided in an accessible format?
• How can the person change a routine or raise a concern?

Costs and funding

• What is the full price, and what is included?
• Are travel, cancellation, setup, after-hours or other charges separate?
• Which funding arrangements do you work with, and what evidence do you need?
• Who should be contacted if an invoice looks incorrect?

Do not assume a service will be covered by an NDIS plan or aged-care program just because a provider offers it. Confirm the funding arrangement with the NDIA, My Aged Care, plan manager or an independent qualified adviser, as appropriate.

Safety, qualifications and accountability

• What qualifications, registration or screening are relevant to this service?
• How can I verify the information with the official source?
• What insurance and safety procedures apply to home visits or transport?
• How do you handle incidents, complaints and service changes?
• Can you explain your privacy and records process?

Read the agreement before starting

Ask for a written service agreement that describes supports, schedule, fees, cancellation, travel, review, complaints and how to end the service. Take time to read it and ask for clarification. You can involve a trusted person if you choose.

Use our NDIS comparison checklist, aged-care comparison checklist or service agreement guide. To explore options, use the free support request form. Official guidance: NDIS provider choice and My Aged Care provider finder.