Fair pricing

What is fair pricing?

Fair pricing is when there is no major price difference between the cost of a product or service for an NDIS participant compared to other customers.

If a provider sets a higher price for NDIS participants and cannot justify the price difference, they may be in breach of the Code of Conduct and could face penalties. The Code of Conduct now includes rules about price differentiation.

The NDIS Quality and Safeguards Commission respects the rights of participants to choose the products and services they need, and understands that convenience, quality and availability may be considered when choosing providers.

What can participants do?

If you think you’re being overcharged by a provider, take these steps:

  1. Do a price check: Go online and search for the same or similar products and services.
  2. Check your service agreement: Make sure you've received everything listed in the written agreement. If you do not have this document, or it's out of date, ask your provider for a copy.
  3. Talk to your provider: If you find price differences, ask your provider to explain – they should be able to give you reasons. Consider what you believe to be fair and reasonable.
  4. Contact the Commission: If you cannot resolve the issue with your provider, you can contact the Commission to make a complaint.

 

Contact us

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QR code for complaints form.
Quote 4 from participant Lynette Rowe. 'I should have picked it up earlier, but I gave her the benefit of the doubt.'

Provider obligations

We expect all registered and unregistered providers to act with honesty, integrity and transparency when pricing their products and services for NDIS participants.

You must be able to justify your pricing. If you think you may be charging too much, review your pricing and adjust it.

Penalties apply if the Commission believes providers are breaching the Code of Conduct.

If you suspect another provider is overcharging, you can report it to the Commission by emailing pricehelp@ndiscommission.gov.au

Video stories

Lynn shares her experiences on NDIS providers and how she addressed the problems.

Christian shares how he navigated prices as an NDIS participant.

Christian shares his NDIS pricing experience.

Resources

Price Differentiation Guide for Participants

Price Differentiation Guide for Providers

The NDIS Code of Conduct, Guidance for NDIS Workers

The NDIS Code of Conduct, Guidance for NDIS Providers