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Guide

How to choose an NDIS provider in Newcastle

Where to look, what to ask and what to put in writing. Plain English, for participants, families and carers.

Your NDIS plan says what can be funded. Your provider is who actually delivers it, so choosing well matters. This guide walks through the steps for people in Newcastle, Lake Macquarie, the Hunter and the Central Coast.

1. Start with a shortlist

  • Use the NDIS Provider Finder. Enter your suburb or postcode to see registered providers near you, with their contact details.
  • Ask people who know your plan. Your my NDIS contact (for example, your Local Area Coordinator), support coordinator or recovery coach can suggest providers.
  • Ask people you trust for recommendations, and read reviews.
  • Check they work in your area. Many providers only cover some suburbs, so ask before you go further.

2. Registered or unregistered?

Registered providers have met the requirements of the NDIS Quality and Safeguards Commission. Which providers you can use depends on how your plan is managed:

How your plan is managedWho you can use
NDIA-managedRegistered providers only
Plan-managed or self-managedRegistered or unregistered, except for SIL, SDA, specialist behaviour support and plan management, which always need a registered provider

3. Meet them and ask questions

Meet a provider before you agree to anything. A good provider will be happy to answer questions like these:

  1. Do you support people in my suburb, and when could you start?
  2. Which supports can you deliver, and which can you not?
  3. How do you match support workers to me, and can I meet them first?
  4. What will each support cost, and how will I be charged?
  5. What happens if I need to cancel or change a shift?
  6. Who do I call outside office hours?
  7. How do I give feedback or make a complaint, and what happens next?
  8. What notice do I need to give if I want to change providers?

It's fine to bring a family member, friend or your support coordinator along.

4. Put it in a service agreement

A service agreement is a written agreement between you and your provider. It is required for SIL and SDA, and recommended for everything else. It should cover:

  • The supports you will get, and when
  • What each support costs
  • How you will pay
  • How to make changes, and how much notice either side needs to give

5. You can change your mind

If a provider isn't working for you, you can change. The usual steps are below (more detail in our guide to changing NDIS provider):

  1. Talk to your provider about what isn't working, if you feel comfortable.
  2. Check the notice period in your service agreement. Fees may apply if you don't give the agreed notice.
  3. Find and meet a new provider.
  4. Tell your current provider, settle any outstanding payments, and check with them whether you or they need to end any service bookings.
  5. Let your support coordinator and plan manager know, if you have them.

If something goes wrong

Try raising it with the provider first if you feel safe to. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or use its online complaint form. Someone can make a complaint for you. If anyone is in danger, call 000.

Common questions

Do I have to use a registered NDIS provider?

If the NDIA manages your plan, you can only use registered providers. If your plan is self-managed or plan-managed, you can usually use registered or unregistered providers. Some supports always need a registered provider, including Supported Independent Living (SIL), Specialist Disability Accommodation (SDA), specialist behaviour support and plan management.

Do I need a service agreement?

A service agreement is required for SIL and SDA. For other supports it is strongly recommended, because it sets out what support you will get, what it costs, how you pay and how to make changes.

Can I change NDIS providers?

Yes. Check the notice period in your service agreement, find and meet a new provider, then tell your current provider and check with them about ending any service bookings. Your my NDIS contact or support coordinator can help.

Who can I talk to if something goes wrong with a provider?

Try talking to the provider first if you feel comfortable. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or use its online complaint form. Someone can make a complaint on your behalf.

About Your Way Living

We are a registered NDIS provider (registration 4-L3BFU41) based in Edgeworth. If you're comparing providers, see what we offer as an NDIS provider in Newcastle. We support people across Newcastle, Lake Macquarie, the Hunter and the Central Coast, and work with NDIA-managed, plan-managed and self-managed plans.

To be upfront: we don't have SDA homes yet, and not every home has support around the clock, so ask us about a specific home.

Call us: 0469 053 050 (office 9am–5pm, seven days). Current participants can reach our on-call team 24/7 on 0424 872 425. In an emergency, call 000 first.

This guide is general information, not advice about your plan. Information checked on 2 October 2026. Sources: NDIS: How to find and choose a provider; NDIS: How to change providers; NDIS Commission: The complaints process.

Also read: How to change NDIS provider and SIL or ILO? Choosing home and living support.

Talk to us, no obligation

Ask us any of the questions above. Participants, families and support coordinators can call or make a referral online.

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