Stopping the services you provide

Notification of the change

Notification for unregistered providers

Notify the National Disability Insurance Agency (NDIA) if you’re planning to stop some or all the services you provide. Report permanent and temporary changes by emailing provider.support@ndis.gov.au.

Unregistered providers need to follow the NDIS Code of Conduct when they are stopping some or all their services.

Notification for registered providers

You will also notify the National Disability Insurance Agency (NDIA) by emailing provider.support@ndis.gov.au.

Support participants to transition to new services (all providers)

Registered and unregistered providers need to minimise the risks to people with disability. This also applies when you stop providing supports and services.

All providers need to follow the NDIS Code of Conduct which describes participants rights when their services change.

• Participants need to continue to receive quality supports and services that are safe.
• Participants must be able to decide who provides their supports and services.
• When you transition participants to other services, you must:
  • be honest and transparent
  • act with integrity.

Steps for transitioning participants

Avoid disruption to participants and ensure they have continuity of supports. Use efficient and effective day-to-day actions when supporting the affected participants.

1. Create a transition plan that describes how you will support participants. This can include:
   • planning how you will notify and support the affected participants
   • identifying available providers that can support the affected participants
   • supporting participants to choose their preferred provider
   • an assessment of the risks to participants, and strategies to reduce the risks.
      
2. Notify the affected participants in an accessible way. Include details like dates, options, next steps, and contact details.
    
3. Support participants to transition to other providers by following the transition plan. You need to consult with participants individually and discuss relevant options.
   Email provider.support@ndis.gov.au if you need help.

Registered provider's requirements for transitioning participants

When you complete the steps above, you are complying with the relevant NDIS Practice Standards:

• Continuity of supports
• Transitions to and from a provider
• Privacy and dignity.

Cancel your registration

If you’re a registered provider and you’re leaving the NDIS industry completely, you can cancel your registration. This is also known as deregistering. To cancel your registration:

1. Make sure all participants have transitioned to other NDIS providers.
2. Finalise all payments with the National Disability Insurance Agency (NDIA).
3. Email the NDIS Commission at registration@ndiscommission.gov.au and ask us to cancel your registration.

Financial changes that stop supports

Changes in a provider’s financial situation can cause an unplanned stop of services. An external administrator, receiver or liquidator may be appointed to manage the business and work out the next steps.

You will also notify the National Disability Insurance Agency (NDIA) by emailing provider.support@ndis.gov.au.

Requirements for administrators, receivers or liquidators

The appointed, administrator, receiver or liquidator is responsible for the business and its NDIS registration. They need to: 

• comply with the registration conditions listed on the certificate of registration
• notify the NDIS Commission and National Disability Insurance Agency (NDIA) if this hasn’t already happened
• send us the details of their appointment, including the Deed of appointment
• support participants to transition to new services.

The NDIS Commission and National Disability Insurance Agency (NDIA) can guide the appointed administrator, receiver or liquidator through the process.