Recent reporting by ABC News has brought NDIS billing under close scrutiny. According to figures released by the federal government, at least 4,000 providers incorrectly charged Australians with disability, and one provider received more than $1 million through incorrect claims for personal training. If you or someone you care for relies on NDIS funding, it’s natural to wonder whether your own supports are being charged correctly.
The government has started cracking down on these practices, and there is a lot you can do as a participant or family member to protect your plan. In this post, we will explain who counts as a registered NDIS provider and share five key tips to help you identify a genuine provider before you agree to any support.
What Did the ABC Investigation Find About NDIS Billing?
The billing practices examined in the report involved a support item called “other professionals”. This item was designed for evidence-based support delivered by a qualified therapist, yet some providers used it to claim for golf lessons, float tanks, horse therapy, decluttering and personal training. The National Disability Insurance Agency (NDIA) had already ruled out billing for general fitness, recreational activities and animal therapy in 2024.
When the agency reviewed a sample of 10,000 providers that billed under this item, it found that around 40 per cent had been paid for services the NDIS rules don’t allow. The provider that received more than $1 million was charging $193.99 an hour, which is almost three times the government’s recommended price. Figures like these can leave families questioning who they can trust, and they can also cast doubt over the many providers who bill honestly.
The government’s position is that every NDIS dollar should go towards quality supports that improve participants’ lives, and that money used anywhere else is wasted. This matters to you because anything billed to your plan for a service you didn’t receive, or one the rules don’t allow, comes out of the funding set aside for your own support.
Who Counts as a Registered NDIS Provider?
A registered NDIS provider is an individual or organisation that has been approved by the NDIS Quality and Safeguards Commission, the national regulator for NDIS providers and services.
NDIS provider registration requires a provider to meet the quality and safety conditions that apply to their registration. NDIS pricing rules and price limits apply to many supports, depending on the type of support and how the participant’s funding is managed.
Unregistered providers have not gone through the Commission’s registration process, and many are smaller local businesses that also serve people outside the scheme. Both are overseen by the Commission and must follow the NDIS Code of Conduct, but only registered providers are audited against the NDIS Practice Standards.
How Does Your Funding Affect Which Providers You Can Use?
Your options depend partly on how your funding is managed.
- If your plan is NDIA-managed, the support funded from that part of your plan needs to come from registered providers.
- Plan management services must be delivered by a registered provider.
- Regulated supports, such as behaviour support and specialist disability accommodation, also require a registered provider.
- If you self-manage your funding or use a registered plan manager, you can usually choose between registered and unregistered providers for your other supports.
5 Key Tips to Identify a Genuine NDIS Provider
Choosing an NDIS provider is a personal decision, and the one that suits you will depend on your goals, your routine and the kind of support you need. Whether you live in Parramatta or elsewhere in Western Sydney, these tips can help you tell the difference between a provider who does the right thing and one who may not.
1. Check the Provider’s Registration on the Official Register
Rather than relying on what you’re told, you can look up any registered business on the NDIS Commission’s online provider register. Each listing shows its registration status, the date its registration is valid until and the registration groups it has been approved for. Registration covers specific types of support, so it doesn’t automatically include every one of the NDIS services a provider promotes. If the support you need is missing from the listing, ask about it before you go any further.
2. Ask for Pricing in Writing Before Services Begin
A trustworthy organisation will be happy to explain its NDIS provider charges in writing before your first session. When you speak with the team, make sure you ask about each of the following.
- Hourly rates for each type of support
- Minimum service periods
- Travel charges
- Cancellation fees and notice periods
- Evening, weekend and public holiday rates
- Any additional fees, such as activity costs
- How each service will be described on your invoices
You’re free to negotiate a rate below the NDIS price limit, so comparing a few providers before you decide can help you get good value from your plan.
3. Read Your Service Agreement Carefully
An NDIS service agreement records what you and your provider have agreed to, and the NDIA recommends having one whenever you begin working with someone new. A well-written agreement sets out the supports being delivered, when they will happen, what they cost, how the provider will be paid and how either of you can change or end the arrangement. You’re welcome to take it home, read it with a family member or carer and ask about anything that doesn’t make sense before you sign.
4. Compare Every Invoice With the Support You Received
It helps to keep a simple record of each session, including the date, the hours and the support provided, so you can compare it with each invoice or statement that arrives.
The NDIA encourages NDIS participants to keep reviewing the claims made against their plan, which you can do through the my NDIS portal or the my NDIS app. If a description, support category or amount looks wrong, ask your provider or plan manager for an explanation rather than assuming it’s correct. If the issue isn’t resolved, you can contact the NDIA on 1800 800 110, and if you suspect fraud, you can call the NDIS Fraud Reporting and Scams Helpline on 1800 650 717.
5. Use Support Coordination to Keep Your Plan on Track
If your plan includes funding for NDIS Support Coordination, a support coordinator can help you understand and use your plan, connect with suitable providers and coordinate your different supports. They can also explain what providers are allowed to charge, help you set up service agreements and support you to make a change if a service isn’t meeting your needs. Having this guidance makes it easier to confirm that your support matches your goals and the funding you’ve been approved for.
Where Can You Find Reliable NDIS Information?
The website of an NDIS provider can tell you about its team and approach, but it shouldn’t be your only source on the rules. The official NDIS information on the National Disability Insurance Scheme website explains how to find and choose providers, how funding management works and what your rights are as a participant. If you want to confirm whether a provider is registered, the NDIS Quality and Safeguards Commission’s website is the most reliable place to check.
Reports of incorrect billing can make the NDIS feel harder to trust, but finding a genuine provider isn’t as difficult as it may seem. By staying alert, asking questions early and doing a little due diligence, you can find the right partner to help you access the disability support services you need. Community conversations about disability inclusion in Parramatta show how much local people value services that are fair, accessible and respectful, and the provider you choose should reflect those same values.
The above article is paid content, and any information presented should be independently verified before making any decisions as a result of the content. This article does not constitute advice of any kind, nor does it represent the opinions of the website publisher.