10 questions to ask before hiring an NDIS support worker
Ten questions to ask before a support worker starts, what good answers sound like, and the warning signs that mean you should keep looking.
Verify the business, not just the person
Confirm the provider group covers your support and the ABN matches who you pay.
Meet the actual worker
A provider that resists introducing the person who'll support you is a red flag.
Ask the ten questions
Same order every time, so you can compare across providers.
Get cost and cancellations in writing
Full price per shift, travel and admin, plus notice and change policies.
Know the complaints path
The provider's process first, then the NDIS Commission if it isn't sorted.
Why these ten questions
A support worker comes into your home, and how reliable and well trained they are shapes your whole day. A poor fit is stressful, not just costly. These ten questions take about fifteen minutes and cover the things that matter most.
Ask them in the same order each time, so you can compare providers fairly rather than just picking the friendliest.
The ten questions
Are you a registered or unregistered provider, and is that permitted for how this support is managed? If registration is required, which support class covers the service?
Who specifically will support me, and can I meet them before we start?
Will it be the same worker each time, and who fills in when they're on leave?
How do you check your workers: NDIS worker screening, references and training?
What's the full cost per shift, including any travel or admin fees, in writing?
Can my plan cover this as-is, or do I need a service agreement first?
How do workers handle tasks outside their training, or a safety concern I raise?
How do I change or cancel a shift, and what's the notice and cancellation policy?
If a worker isn't a good fit, how quickly can I request someone else?
How do I make a complaint, including to the NDIS Commission if we can't sort it out?
What good answers sound like
A reputable provider answers all ten without hesitation, clearly explains whether it is registered and whether that fits your funding arrangement, introduces you to the actual worker before you commit, and puts the cost and cancellation policy in writing before any deposit.
Good providers are honest about what a worker can and can't do, clear about rosters and who fills in, and happy to tell you who is responsible if something goes wrong.
The red flags that matter more than reviews
Some of the most useful clues come without asking. A provider who starts by asking about you is a good sign. One who talks price before hearing about your needs is focused on the sale. Pressure to sign quickly, asking for a big upfront payment, or not letting you meet the worker are each reasons to stop and think.
How a provider behaves before you pay is usually how they'll behave after.
Get the cost honest before you agree
Question five asks for the full cost per shift in writing. Compare the quoted rate with the current NDIS price limit to be sure a charge is reasonable — and remember that the limit depends on how your plan is managed.
Check a quote against the price limit
Limits apply to many, but not all, supports and change with each update. Always confirm the current figure on the NDIS Pricing Arrangements and Price Limits.
Then verify the provider, not just the person
The worker may be great, but the business arranging the support has responsibilities too. Check whether your funding needs a registered provider, and use the registration guide when it is. Check the worker's NDIS worker screening clearance separately, and read reviews for comments about turning up on time and respect. The worker and the business both matter.
Look the provider up on the register
Confirm registration status by name or ABN, and check which groups are covered.
Follow-up list
Shortlist the workers worth meeting
Keep the providers you want to interview or revisit in one place as you work through the ten questions.
Search and save providers without leaving this guide. Your shortlist stays on this device.
- Specialised Living
Point Cook, VIC· 4.9 rating
- Care Connection Support Services Pty Ltd
Coolaroo, VIC· 5.0 rating
- Quad Care Pty Ltd
Woodford, QLD· 4.8 rating
- Captaink Supports And Cares
Canning Vale, WA· 5.0 rating
- Beeya Care Pty Ltd
Templestowe Lower, VIC· 5.0 rating
Frequently asked questions
Should the first meeting be paid or free?
Most providers offer a free meet-and-greet or introductory chat. Whether it is free or paid, what matters is that it's a real two-way conversation about your needs — not just a sales pitch.
Can I ask to meet the actual worker before agreeing?
Absolutely — and you should. Ask to meet the specific worker who will support you before you sign anything. A provider that resists this is a red flag.
What if a worker isn't a good fit after a few shifts?
Good agreements include a change process. Ask up front how quickly you can request a different worker, and whether there is any fee or notice period involved.
Are support workers employees or contractors?
Both models exist. What matters for you is who is accountable for the worker's conduct and training — ask who supervises them, how they're trained, and who you complain to.
Official sources
This guide is checked against these official pages.
- Provider RegisterSearch any provider's current registration by name or ABN.
- About NDIS provider registrationWhat registration covers — provider groups, practice standards, and the Code of Conduct.
- Worker screening for participantsHow self-managed and plan-managed participants check worker clearances.
- NDIS Code of ConductThe conduct obligations that apply to registered and unregistered NDIS providers and workers.
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