Changing support coordinators is your right and it is not complicated, but it goes better with a plan. This step-by-step guide covers notice, handover, records, telling the right people and avoiding a gap in coordination.
Participants change support coordinators for all kinds of reasons: a move, a poor fit, a provider closing, or simply wanting someone who knows the local area better. The NDIS makes it straightforward, and the funding stays with you. The steps below are the ones that make the change clean. MediHealth Connect provides support coordination across South East Queensland, and we follow the same process whether a participant is joining us or leaving.
Find and confirm the new provider before giving notice to the old one, so that coordination does not stop in between. Check the provider is registered for the level your plan funds, ask the questions that matter to you, and agree a start date. Our article on finding the right NDIS support coordinator sets out what to look for.
Read your current service agreement for the notice period, which is usually short, and give notice in writing. You do not have to give a reason. Ask the provider to confirm the end date and to stop billing from it.
You are entitled to your records. Ask the outgoing provider for your plan, service agreements, provider contacts, progress notes, reports written for the NDIA and any correspondence with your LAC or planner. The new coordinator can request a handover directly with your consent, and a professional provider will cooperate.
Your plan manager, so invoices from the new provider are paid and the old provider's billing stops. Your LAC or planner, so the NDIA's records are current. Your providers, so they know who to contact. Your family or advocate. The new coordinator can do most of this for you once the agreement is signed.
Treat it as a fresh start. Bring the plan and the records, explain what went wrong before, and agree how you want to work together: contact frequency, decision-making, communication with providers. Our article on what to expect in your first meeting with a support coordinator covers this in detail.
Giving notice before the new provider is confirmed, and ending up with no coordinator for a month. Not collecting records, so the new coordinator starts from nothing. Forgetting the plan manager, so the old provider keeps billing. Not telling providers, so they keep calling the old coordinator. Each of these is avoidable with the steps above.
No. You can change whenever you need to. Frequent changes are worth reflecting on, but they are not restricted.
Only for services delivered up to the end date and any cancellation terms in your agreement. There are no exit fees under the NDIS.
Yes, with a short overlap for handover if your funding allows it. Most changes are done with a clean end date and start date instead.
MediHealth Connect provides support coordination across South East Queensland.