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2026 - 2027 NDIS Support Worker Pay Rates

★ = Popular / commonly used item  |  Prices effective 1 July 2026  |  All prices are maximum rates

Source: NDIS Support Catalogue 2026–27. The support catalogue lists all available NDIS supports providers can use when requesting a payment. Most recent prices are effective 1 July 2026. Always verify current prices at ndis.gov.au. 

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2026–27 NDIS Price Guide and NDIS Support Catalogue

The NDIA publishes two documents that relate to the supply and cost of supports under the NDIS. These are updated every few months, with the latest NDIS price list effective 1 July 2026.

1. NDIS Pricing Schedule 2026–2027
   This document does contain prices this year, whereas previously the NDIS Pricing Arrangements and Price Limits (PAPL) contained only policy information and guidance for providers, support coordinators, plan managers and participants. There is a single national price guide.
2. NDIS Support Catalogue 2026–27
   The NDIS Support Catalogue gives information on what is considered an appropriate maximum price for each NDIS support item and shows which claim type applies. It should be used together with the NDIS pricing schedule released after the Pricing Review in June 2026. The Support Catalogue acts as an NDIS Price List for all participants and providers.

What's New in this Latest Price Guide?

Check our resource that covers the changes in the latest price guide: Breaking News July 2026 — Annual Pricing Changes

Useful Related Resources

• How to hire a support worker with an ABN when Plan Managed
• Latest Support Worker Rates — find the rates you need in an instant
• How much travel can my therapist charge
• How much travel can my support worker charge

Other Updated Price Guides

There are separate price guides published for AT and SDA, with prices found in the Support Catalogue.

• Specialist Disability Accommodation Pricing
• Assistive Technology, Home Modifications and Consumables Code Guide
• Pricing for Group-Based Supports

Challenge Start Up Program

Start Up is an 18 month program which seeks to establish new forms of employment options according to strengths, interests and abilities of the young people involved.

We are looking for motivated, enthusiastic and hardworking young adults to change the way we think about employment.

If you have new ideas, if you love a challenge and you are motivated to find work, this is the program for you!

Our goal is for each participant to establish a microbusiness and/or undertake gig economy opportunities. This will be driven by the young person who will be supported with training on safety, disability rights, consumer rights, business skills, communication and social media.

Commitment is one day per week for 18 months. You need to live in the Newcastle or Hunter region of New South Wales.

This program is fully funded - participants do not need NDIS funding.

Applications Close 12 October 2018.

Contact us for more information:
02 4918 1444 | [email protected] | website

Funded by the National Disability Insurance Scheme (NDIS), in collaboration with Challenge Community Services.

If your child has been recommended speech therapy, you might be wondering whether it has to happen in a clinic, and whether online speech therapy can really deliver the same results. The short answer is yes. For many families across Australia, online speech therapy for kids works just as well as in-person sessions, and in some cases produces faster progress.

Here is what you need to know about how it works, what to expect, and whether it is the right fit for your child.

What is online speech therapy?

Online speech therapy, also called telehealth speech therapy, is speech pathology delivered via video call rather than in a clinic room. A qualified speech pathologist works with your child (and often with you) through a screen, using the same evidence-based techniques they would use face-to-face.

Speech therapy for children can address a wide range of communication needs:

How online speech therapy works — by age

The way sessions are structured changes as your child grows. The flowchart below shows how each age group is approached.

How does online speech therapy work for younger children?

For younger children, particularly toddlers and those under five, online speech therapy works a little differently to what you might expect.

Rather than expecting a toddler to sit at a screen and engage with a therapist for 45 minutes, the focus shifts to the parent. The speech pathologist acts as a coach, working with you to build your skills and confidence so that you can deliver therapy techniques throughout your child's day, whether it is at mealtimes, during bath time, or at the park.

This approach is called parent coaching. Children at this age learn best through repeated interactions in their natural environment, not through weekly clinic appointments. When a parent understands the techniques and can weave them into everyday routines, progress often comes faster than it would through traditional clinic-based therapy alone.

Sessions are typically 30 to 45 minutes depending on your child's age and therapy goals, and therapists are skilled at keeping young children engaged, for example by breaking sessions into short bursts of activity, incorporating movement breaks, and following the child's lead rather than expecting sustained attention.

How does online speech therapy work for school-age children?

For primary school-age children, online speech therapy opens up a lot more flexibility in how and where sessions happen.

One of the biggest misconceptions about telehealth speech therapy is that it means sitting at a desk staring at a screen. It does not. Online sessions can happen anywhere: on the trampoline in the backyard, in the garden, or wandering around the house on a scavenger hunt. The therapist adapts the session to wherever the child is most comfortable and engaged.

Good online speech pathologists also take the time to understand what your child is interested in, whether that is Minecraft, footy, dinosaurs, or cooking, and use those interests to drive conversation and activities. A child who is engaged in what they are talking about makes far more progress than one who is bored.

For children who receive support through school or childcare, telehealth speech therapy sessions can sometimes be delivered directly into those settings. This allows educators to be upskilled alongside the child, creating consistency between what happens in therapy and what happens in the classroom or early childhood environment.

How does online speech therapy work for teenagers?

Teenagers are often the easiest group to engage in online speech therapy, because it fits naturally into how they already communicate. Video calls are familiar, sessions can happen from their bedroom, and they do not have to sit in a waiting room or feel self-conscious walking into a clinic.

For high school students, sessions can be scheduled during school hours, with parents only needing to join briefly at the end for a handover if relevant. This reduces disruption to family schedules and gives teenagers an appropriate level of independence in managing their own therapy.

Is online speech therapy as effective as in-person therapy?

This is the question most parents ask first, and the evidence is reassuring.

Research consistently shows that online speech therapy produces outcomes comparable to face-to-face sessions for most children and communication needs. The key factors that determine effectiveness are the same regardless of delivery mode: a skilled therapist, clear goals, consistent practice, and a child who is engaged.

In some cases, speech therapy from home can actually produce better results than clinic-based therapy, because the child is in a familiar, relaxed environment, and the therapist gets a window into the child's real world, using their actual toys, books, and surroundings as therapy materials.

If you are still weighing up whether telehealth is the right choice, read why online therapy should be your first choice for a deeper look at the evidence and practical advantages.

What do sessions actually look like?

Every child is different, and sessions are tailored accordingly. Here is a general picture of what to expect from online speech therapy for kids.

For practical advice on setting up and getting the most from appointments, read our guide on making telehealth online therapy work for you.

Who is online speech therapy right for?

Telehealth speech therapy suits most children and most types of communication support. It works particularly well for:

Not sure if it is the right fit? Read more about why online therapy is one of the best ways to get your therapy started, including how to overcome common concerns.

How to access online speech therapy through the NDIS

If your child has an NDIS plan, NDIS speech therapy is typically funded under Capacity Building — Improved Daily Living. Both self-managed and plan-managed participants can access online speech therapy through any NDIS provider; you are not limited to providers in your local area.

This means that through the NDIS, your child can access a speech pathologist online who specialises in their specific communication needs, regardless of where you live in Australia. It also means shorter speech therapy waitlists, because you are drawing from a national pool of practitioners rather than whoever happens to have availability near you.

MyCareSpace can help you find a qualified online speech pathologist with current availability and experience supporting children with your child's specific needs.

When Should I Share My NDIS Plan With My Plan Manager, Support Coordinator and NDIS Providers?

Navigating the NDIS can feel overwhelming at times, especially when it comes to knowing who should see your NDIS plan.

Sharing your plan with the right people ensures you’re getting the right supports, staying within your funding, and avoiding unexpected problems down the track.

Where can I access my NDIS plan?

You can access your NDIS plan through the myplace participant portal (on myGov). The NDIS will also email you a PDF copy of your plan when it’s approved, and you can request a paper copy to be mailed to you. These are the versions you’ll usually share with your Plan Manager, Support Coordinator or NDIS Providers.

Why should I share my plan with my Plan Manager?

We asked our friends at Plan Hero Plan Management to share their thoughts with us.

Plan Hero is responsible for paying Participant invoices and making sure supports are funded correctly. If they don’t know what supports are included in an NDIS plan, they could accidentally approve claims that aren’t allowed.

They also play an important role in budgeting. Plan Hero Plan Management helps Participants track their spending across their funding periods and helps them stay within budget so they don’t run out of funds early.

Why should I share my plan with your NDIS Providers?

Not every provider needs to see your whole plan. But sharing the relevant parts (like your stated goals or the funding category their service comes from) helps them understand:

• What you are funded for
• How much you can spend on their services.
• The length of your funding periods
• What outcomes they should be working towards with you

NDIS Reform 2026: Key Changes Announced by the Government

The Hon. Mark Butler MP, Health Minister has outlined the biggest “reset” of the NDIS since it began, saying it must be protected from “shonks, grifters and crooks” and kept affordable for future generations. The Key changes announced include:

• Funding for Social and Community Participation will be cut
• Eligibility Changes to the NDIS will be far reaching
• Consolidation of Intermediaries including Plan Managers is expected

Without changes, NDIS costs were projected to hit about $70 billion a year by 2030 and the Government want to bring this down to $55 billion by 2030. 

The main way they plan to do this, is by fewer people accessing the scheme and bringing down the average plan size, stopping fraud and improving the quality and safety of services.

For families this means it will be harder to get into the NDIS, plans will be smaller, rules will be tighter on how the funding can be spent and there might be fewer providers to choose from.

Let's dive a little deeper into what we know so far:

 1. Changes to social and community participation (the “social outings” part of plans)

This is one of the biggest changes for families, because it affects the supports that get people out into the community with a support worker. 

• Spending on social and community participation has tripled in five years from about $4 billion to more than $12 billion. 

• The government plans to reduce this part of budgets by 30%. 
• Average plan spend for this category is expected to drop from $31,000 to around $26,000 over two years. 
• Advocates warn that for some people these supports are their “only interaction with the outside world”.
• A new $200 million Inclusive Communities Fund will provide grants to sports clubs, arts groups and both mainstream and disability community organisations.

For families, this likely means less paid “going out” time with support workers, and more pressure to use local clubs and community programs. 

 2. NDIS Eligibility changes: who gets onto the NDIS, who might be moved off

The rules about who can access the NDIS are shifting away from a “diagnosis gate” towards a focus on functional capacity. 

• Access will be based on “significant reduction in functional capacity that impacts day‑to‑day living”,

• A diagnosis or being on an “access list” will no longer give you access to the NDIS.  
• About 160,000 people will be transitioned out of the NDIS, to bring participant numbers down from 760,000 to 600,000 by 2030.
• The focus will be on autistic children and children with developmental delay or psychosocial disability with lower support needs. 

The Commonwealth has committed $6 billion to help states build “foundational supports” to fund services outside the NDIS for this group. 
This means a diagnosis alone will not guarantee access, and some children may be directed to school‑based, health or community programs rather than the NDIS, even if they are currently on the scheme. 

 3. Fraud crackdown, Digital Payments, Plan Managers & Intermediaries

The government is targeting fraud and “plan inflation”, particularly where the NDIA cannot easily see what is being claimed and why. 

• The NDIA currently has no visibility of evidence for about 90% of claims submitted by plan managers and providers. 
• A new digital payment system will require providers to submit evidence with claims, and NDIA will pay them directly. 
• Spending on intermediaries such as plan managers and support coordination is expected to drop by 30%.
• People will be able to select their intermediary from a list of Government vetted panel.
• The government will also commission a ‘new, more efficient support coordination and connection function’ from 1 July 2028.

People can expect fewer options when choosing plan managers and support coordinators.

4. Changes to Plan Review

• On average Plan Reviews result in 20% increase in plan value and are seen as a major cost driver.
• The criteria for unscheduled plan reassessments will be limited to exceptional circumstances.
• New unscheduled plan reassessment rules will be included in the new Bill and will be effective within 7 days.
• No more plan roll overs / unspent plan funds being rolled over. 
• Further guidance on the reasonable and necessary criteria 

Families can expect more questions at plan reviews and closer checking of evidence.

How will the 2026 NDIS Changes Affect Families?

The overall impact for many families is a tighter, more rules‑based NDIS that still exists, but feels less generous and more closely policed. 

• Social and community funding to be cut by close to 20%
• People will have access to fewer supported outings 
• More reliance on mainstream clubs and community activities 
• Kids with lower support needs to move onto “foundational supports” like Thriving Kids or state‑run programs. 
• Plan reviews will have more focus on evidence, outcomes and building independence.
• Plan managers and support coordinators who are proactive, transparent and evidence‑driven will be more important than ever in helping you navigate the new rules. 

For many families, the key will be to prepare well for reviews, clearly show how supports help your child function day‑to‑day, and there will be a need for many people to find community to fill the gap where NDIS supports were previously supported. 

What are Disability Advocates Saying About the NDIS Changes?

Advocates are warning that cost savings must not come at the price of inclusion and that families need clarity, not constant uncertainty. 

• I CAN® has made a joint statement responding to the Government announcement together with Amaze, Autism Valued, Different Journeys and Yellow Ladybugs: "Together we are not opposing reform, but calling for realistic timelines to prevent avoidable harm and ensure safe implementation."
• Many disability leaders argue that the NDIS must not quietly “push out” people with disability under the guise of savings. 
• The principle “nothing about us without us” is being repeated, with calls for genuine co‑design of any changes. 
• Autism advocates like Nicole Rogerson have emphasised that parents care less about what supports are called (“NDIS” vs “foundational”) and more about whether they are timely, evidence‑based and fit‑for‑purpose. 
• Organisations and policy experts (including Disability Services Consulting) are urging government to provide a clear roadmap linking eligibility, pricing, foundational supports and provider regulation, so families are not stuck in “permanent transition”.

What do the 2026 NDIS Changes Mean for Providers?

The Government are trying to slow the growth of the NDIS, so this means that every provider will be operating in a lower‑growth, higher‑scrutiny environment, where evidence and value for money matter more than ever.

Recent and other previous announcements affecting providers include:

• Mandatory registration and a new tiered framework are central to lifting safeguards and shaping the market
• From 1 July 2026, Supported Independent Living (SIL) and platform providers must be registered with the NDIS Commission (with a transition period)
• A graduated registration/enrolment framework will bring many currently unregistered providers into at least a light‑touch regulatory net.
• A new digital payment system will change the way claims are submitted and checked.
• Plan managers and support coordinators that act as quality and compliance partners will be favoured and form part of the Government vetted panel

Where to Find Reliable Information on NDIS Changes

With so much noise and anxiety around these changes, using trusted information sources such as MyCareSpace is critical. If you are not sure which other sources can be trusted we recommend these:

• Read the Minister’s speech and Q&A on the Department of Health and Aged Care website to see the government’s position in full. 
• Check the NDIS news page for official updates on eligibility, planning and provider rules. 
• Follow reputable sector analysis from Disability Services Consulting and peak bodies for deeper dives and practical examples. 

NDIS Changes Timeline: When Will the New Rules Start?

The Government plans to make some changes immediately, while others will be rolled out progressively as follows:

• Legislate these changes as soon as parliament returns, with the aim of passing a new Bill by 30 June 2026.
• Form a Technical Advisory Group to work out the details of eligibility changes by the end of this calendar year, and rolling out changes to eligibility from January 2028
• All NDIS participants will need to have an eligibility reassessment at the time of plan reassessment (roll out of this unsure)
• The commissioning of plan managers will begin from 1 October, 2027 with a 6-month transition period.
• The government will  consult and design the commissioning of SIL services from 1 July 2028

For now we recommend that families chat to their providers about these changes and keep abreast of any further announcements, and continue gather as much information and evidence as required to support continuing need for supports.

50 Cheap and Fun School Holiday Activities for Kids

School holidays can be exciting for children, but they can also be challenging for families trying to find affordable activities to keep kids entertained. The good news is that fun school holiday activities do not have to be expensive.

This list includes 50 cheap and fun activities for kids that families can enjoy at home or nearby. Many of these activities are also suitable for children with disability or autism, with flexible, low sensory options that allow kids to explore at their own pace.

Some children prefer quieter environments, sensory friendly activities, or predictable routines. You can easily be adapt these ideas to suit your needs. For example, creative play, nature exploration, or simple home activities can be adjusted to match your child's comfort level.

Whether you stay at home, explore your local community, or try something creative indoors, these school holiday ideas can help keep kids engaged, learning and having fun.

1. Go Camping in the Garden or Living Room

If you already have a tent, this doesn’t cost a thing. Serve up some hotdogs and tell stories until you fall asleep. Keep the tent near the back or side door so that kids who get scared in the night can scoot back to their beds, or use the loo!

If you have a grown-up staying in a tent with them, consider a little barbecue or campfire. If you own a trampoline – excellent! Cover it with blankets and it can be a tent!

If you don't have a tent (or a garden) use blankets, sheets and doonas to make a tent in the living room between your couches. Get the kids to make the tent! 

Torches are a must to tell scary ghost stories in the dark with the light on your face.

2. Have a Movie Day at Home

This is perfect for a rainy day or for when days are hotter than the sun.

Rent a few kids movies online and stock up on popcorn (Tip: put m&m's in popcorn for that extra treat - sweet and salt are the perfect combo).

Set up doonas and pillows and lounge your day away! Or plan a binge-watch session on Netflix, we have some suggestions here!

More Reading: 38 Classic Movies to Watch with the Kids

3. Plant a Veggie Patch with the Kids

You don’t even need a garden for this. Most of the fun comes from finding containers to recycle as pots, painting them, and planting the seeds.

Choose something that grows fast and start on the first day of the holidays, so the kids can see them grow each day.

Look at plastic soft drink containers to make a small indoor nursery.

More Reading: The 7 Vegetables That are Easiest to Grow

4. Go on a Nearby Adventure

Grab a map of your area and find a place you haven’t been before. Pack the kids in the car and go explore!

You might visit a new park, a waterfall, a hiking trail, a walking track – go exploring!

5. Have a day at the beach

The only expense is the fuel and snacks while you’re out in the sun.

6. Visit a Local Museum or Art Gallery

Your kids will have fun while learning about local culture. Most capital cities have many museums and always have a feature collection suitable for school-age kids!

• Find a museum and see what's on in Sydney
• 10 Best Museums in Australia
• Find a Gallery/Museum in Queensland
• Find a Gallery/Museum in Adelaide
• Find a Gallery/Museum in Perth

7. Visit a Farm

Many farmers will be happy to give a short tour to a group of kids, and they might be able to pet some of the animals.

Find a farm to visit

8. Have a BBQ Picnic at the Park

Head to a local park and enjoy a BBQ picnic. Let the kids help pack the food to get them excited about the trip.

9. Dig for Dinosaur Fossils

Bury a bunch of cheap dinosaur toys in the yard or garden. Give everyone a plastic spade for digging.

You can also buy inexpensive replica dinosaur bones online or at museums. 

10. Make Salt Dough Ornaments

You can bring out the creativity of your kids by making salt dough ornaments — figurines, letters, animals — just about anything they want to make. Making things out of salt dough will help foster fine motor skills through sculpting, painting and threading. How to make salt dough

11. Write a Story Together

Encourage your kids to create their own story. This helps build creativity and literacy skills.

12. Write and Act Out a Play

Help the kids write a play that they can perform. They can also create their own costumes and sets.

13. Have a Masquerade Party

Let the kids make their own masks out of paper plates, elastic bands, and paint, feathers, and glitter.

14. Make Homemade Cards

During the Christmas holiday, you can make cards with the kids to send out to relatives. Grab together all the art supplies – or pop down to your local craft shop to get some cardboard, glitter and glue.

15. Try Geocaching

Geocaching is like a worldwide treasure hunt using GPS. It is a fun outdoor adventure that many families enjoy. It's like a worldwide treasure hunt. Find out more here. 

16. Make a Nature Collage

You can pick up items at the beach or a local park, stuff like shells, leaves, or driftwood, and then bring it home and glue it all to a piece of cardboard.

17. Face Painting Day

Buy a small face painting kit and spend the day painting the kids’ faces. Then let them try painting each other.

Spotlight or Kmart usually sell inexpensive face paints.

18. Go on a Bushwalk in a National Park

Depending on the park you go to, the entry fee could go up to $11.

• Bushwalks in parks NSW
• Hiking and Bushwalking in parks VIC
• Find a park in WA
• Walking in QLD
• Best walks in TAS
• National parks in ACT
• Find a place to walk in SA

19. Make Fresh Juice or Mocktails

Get out the juicer and let your kids choose what kinds of crazy mocktails they want to drink. You’ll be surprised at what they come up with!

20. Build a Sandcastle

If you live near the beach, there are plenty of activities to do during a day trip.

Tip: A garden spade allows you to dig big holes!

21. Make Jewellery with Macaroni or Beads

This is great with girls, but boys actually can have a good time too.

See crafting options

22. Go Birdwatching

Bring binoculars and look for different birds in your area. Later, look up information about the birds online.

23. Plan a Treasure Hunt

Hide clues around the house or garden and give your kids a treasure map to start out with.

24. Go for a Bike Ride

Simple, yet surprisingly fun.

25. Do Leaf Rubbings

Place the leaf under a sheet of paper, and rub a pencil across the paper to make an imprint of the leaf’s shape. If the kids are older, you could look at doing some old cemetery rubbings too!

How to do leaf rubbings

26. See Aboriginal Rock Drawings at Bundeena

It’s free! Check it out.

27. Invite Friends Over for a Playdate

Sometimes, all you need to do is bring a friend over and set them loose.

28. Take a trip to a Museum

Use this guide to find your local museum: Best museums in Australia.

29. Have a Fashion Show at Home

Let the kids wear some of your blouses and dresses and have them parade down the runway. Take pictures to send to relatives.

30. Visit the Art Gallery of NSW

They have periodic free performances, along with 2-hour art courses that the kids will love for $25.

31. Play a Detective Game

Either set up a mystery or just give the kids magnifying glasses and “police notebooks” (regular notebooks) to hunt for clues.

32. Have a Garden Tea Party

Set up an afternoon tea party in the garden.

33. Try Food Colouring Experiments

Set up jars of water with different colours and dip in vegetables, flowers, or anything else you can think of.

34. Visit the Grandparents

This is a treat for the kids as well as the grandparents.

35. Play Hide and Seek

Play at night in the dark to make it extra thrilling.

36. Take a Tour Around Your City

Even after years of living there, you’ll be surprised at all the new and culturally significant places you didn’t know about. Many major cities have a free bus that will just travel around ‘the loop’ of the city. This is great for free sightseeing!

37. Visit a Botanical Garden

Let the kids run around and play while you relax.

38. Go Fishing

You can do this for the afternoon and catch dinner. If you don’t have a fishing line, grab an inexpensive hand line (they are about $2).

39. Make Your Own Kites

Then, head outside to play with them.

40. Visit a Farmers Market

The kids might grumble at first, but they’ll end up having a great time.

41. Try Paper Mache Craft

It makes a mess, but it’s a whole lot of fun.

42. Do Simple Science Experiments

Who says holidays can’t be educational?

43. Have a Theme Day

Choose a colour, and everything that day has to go along with that colour. For example, if you choose red, then you wear red clothes, eat food coloured red, make paintings or crafts with red paint, etc.

44. Make a Scrapbook

Keep your memories alive by putting it in a scrapbook. Kmart have the best scrap booking materials as well as scrap books. Well priced too!

45. Visit a Local Park

Enjoy an afternoon of rollerblading or biking.

46. Go Bowling

Bowling is inexpensive, and most of the time, there will be an air hockey table if the kids get bored.

47. Spend an Afternoon at the Zoo

All you pay is the admission.

Get the cheapest zoo tickets around here:

• Wild Life Sydney (NSW)
• Werribee Open Range Zoo (VIC)
• Currumbin Wildlife Sanctuary (QLD)
• National Zoo (ACT)
• Healesville Sanctuary (Victoria)
• Featherdale Wildlife Park (NSW)
• Australia Zoo (QLD)
• Sea Life Aquarium (Sydney)

48. Have a Cooking or Baking Day

This is always a hit because you get to eat them later!

Easy dessert recipes for kids

49. Have a Dance Party at Home

Find or make some costumes to make it even more fun.

50. Watch a Live Theatre Show

Many theatres will put on free shows, but make sure it’s family-friendly!

Looking for more school holiday activities?

Looking for more school holiday activities like camps, social groups, or inclusive programs for your child?

Our friends at The A List Hub are a great place to start. They feature a range of autism-friendly and inclusive activities, including holiday programs, social groups, and community events for children and teens.

Explore activities here

See Similar Resources

Things to do with a support worker in the holidays

Source:

Thanks to the stay at home mum for giving us ideas

NDIS Requirements 

These requirements apply to BOTH Registered and Unregistered NDIS Providers.

1. NDIS Code of Conduct

NDIS Providers must:

• act with respect for individual rights,
• provide supports in a safe and competent manner, and
• take reasonable steps to prevent harm.

Ignoring a clearly stated communication preference — particularly where it is disability-related — can be interpreted as a failure to provide supports safely and respectfully.

2. NDIS Practice Standards (Updated 2025)

Under the strengthened NDIS Participant rights and quality safeguards provisions, NDIS providers must:

• tailor communication methods to the participant’s needs,
• demonstrate accessible engagement practices, and
• document participant preferences and follow them.

3. Disability Discrimination Act 1992 (DDA),

Under the Disability Discrimination Act 1992 (DDA), an NDIS provider has a legal obligation to make reasonable adjustments when communicating with a person with disability.

This obligation applies whether the provider is:

• Registered or unregistered
• Contacting an existing participant
• Responding to an enquiry
• Marketing services
• Delivering supports

If the communication preferences are disability related adjustments, ignoring these preferences can breach both the NDIS Practice Standards and the Disability Discrimination Act’s requirement to make reasonable adjustments in how services and information are provided. 

The law applies to all service providers in Australia, including NDIS providers.

Communication is recognised as an access requirement — not a courtesy.

How will this affect your NDIS business?

Beyond compliance, there is a another very important reason providers need to follow Participant communication preferences.

If you ignore written-only contact instructions

You communicate:

“We don’t read referrals properly."

"We don’t follow instructions."

"We will override your needs."

"We are administratively disorganised.”

This damageds trust before services even begin.

If you follow written-only instructions

You communicate:

• professionalism,
• reliability,
• emotional safety, and
• competence.

Trust begins at first contact.

NDIS Providers who demonstrate this are far more likely to:

• secure long-term service agreements,
• receive positive word-of-mouth,
• maintain strong relationships with Support Coordinators and referral partners, and
• avoid complaints and negative reviews.

What must I do if a referral says “Written Contact Only”

Providers must implement a structured communication protocol.

The steps below set the minimum standard expected when you receive a referral with a written-only contact requirement.

Step 1: Record the Communication Preference Immediately

When receiving a referral, enter the participant’s communication preference into your CRM/client system, flag the file as “WRITTEN CONTACT ONLY,” and ensure all administrative and intake staff can see this instruction. This is a risk-management step.

Step 2: Make First Contact in Writing

Use email or SMS as specified in the referral.

Your first message should:

1. introduce your organisation,
2. confirm receipt of the referral,
3. acknowledge the written-only instruction, and
4. invite the participant to choose next steps.

Example message:

Hi [Name],

We’ve received your referral and understand you prefer to be contacted in writing.

We are happy to continue communicating this way.

If at any stage you would like a phone call, please let us know and we will arrange it at a time that suits you.

Otherwise, we can provide all information via email or text.

Kind regards,
[Provider Name]

Step 3: Ask Permission Before Changing Communication Mode

If written communication becomes inefficient (for example, complex service agreements), explain why a call may assist, ask permission, and offer alternatives.

DO NOT CALL to “just to speed things up,” DO NOT assume they “won’t mind,” and DO NOT leave voicemail messages.

Unrequested phone contact breaches the participant’s stated boundary.

Example permission request:

"To explain funding breakdowns more clearly, a short call may help.

Would you like to schedule a call, or would you prefer a written explanation?"

Step 4: Document Consent

If the participant agrees to a call, confirm in writing the date, time, and purpose of the call, and record that consent was given. Call only at the agreed time.

Step 5: Train All Staff

Every intake, admin and frontline worker must understand that communication preferences are access requirements, ignoring them creates compliance risk and commercial risk, and ignoring them damages trust.

This must be part of induction and ongoing training.

What happens when NDIS Providers ignore this?

Consequences can include:

• complaints to the NDIS Commission,
• requests for explanation under the Practice Standards,
• escalation through referral networks,
• loss of service agreements,
• negative online reviews,
• civil claims under discrimination law, and
• immediate withdrawal by the participant.

In many cases, NDIS participants who experience this disengage permanently.

Trauma-Informed Context

Many NDIS participants request written-only contact because of PTSD, anxiety disorders, communication processing differences, hearing impairment, previous service-related trauma, or neurodivergence.

A sudden phone call can trigger panic, create cognitive overload, reinforce feelings of being unheard, and confirm fear that providers override boundaries. First contact sets the psychological tone for the entire service relationship.

What does MyCareSpace think?

MyCareSpace supports both NDIS participants and NDIS providers:

• we help NDIS participants connect and engage in the way they need to be supported, and
• we help providers succeed by referring clients and setting clear engagement requirements that reduce risk and improve onboarding.

All Providers listed on the MyCareSpace website need to follow the MyCareSpace Provider Code of Conduct.

This means that when MyCareSpace passes on an NDIS participant’s communication preference (for example, “email or sms”), it is a deliberate access requirement and part of safe engagement — not a casual note — and NDIS Providers who follow it build trust quickly and convert referrals into long-term service relationships.

While NDIS providers who ignore it signal they cannot be trusted, increase complaint risk, and may lose both the NDIS participant and future referrals.

Minimum Standard for Ethical NDIS Providers (2026)

• Treat communication preferences as binding
• Record them in internal systems
• Use written communication as default when requested
• Seek explicit consent before calling
• Train staff in accessible engagement
• View compliance as commercially strategic

Respecting communication preferences is not about being polite

If you cannot follow a participant’s clearly stated communication preference at intake stage, you are signalling that:

1. you are not operationally ready,
2. you lack trauma-informed practice, and 
3. you may not be suitable to support that participant.

Communication preferences are about legal compliance, risk management, trust-building, commercial sustainability, and professional credibility.

Trust is built in the first contact — and it can be destroyed in one phone call.