NDIS Provider FAQ: 50 Most Common Questions Answered

Registration Questions (1-10)

1. How much does NDIS provider registration cost?

The NDIS Commission does not charge an application fee. Your major cost is the quality audit. Verification audits (lower-risk groups) typically cost $3,000 to $5,000. Certification audits (SIL, SDA, behaviour support, early intervention) typically cost $5,000 to $15,000 depending on the number of registration groups, sites, and your chosen auditor. Budget additionally for policies and procedures ($297 for a complete kit from NDISCompliant, versus $4,400+ from consultants), insurance premiums, and worker screening checks ($80-$130 per worker depending on the state).

2. How long does NDIS registration take?

Typically 3 to 6 months end to end: application and self-assessment (2-4 weeks), engaging an auditor and scheduling (4-8 weeks), the audit itself (1-3 days for certification), addressing non-conformances (2-6 weeks if any), and the NDIS Commission's decision (4-8 weeks). Allow extra time for major non-conformances or if the Commission requests additional information.

3. Do I need to be registered to deliver NDIS services?

It depends. Unregistered providers can deliver supports to self-managed and plan-managed participants. Only registered providers can deliver to NDIA-managed participants. Some support types require registration regardless of plan management type. From 1 July 2026, all SIL providers must be registered — no exceptions.

4. What is the difference between verification and certification audit?

A verification audit is a desktop review of your policies and documentation, used for lower-risk registration groups like community participation or transport. A certification audit includes an onsite assessment with staff interviews, participant interviews, and facility inspections, required for higher-risk groups like SIL, SDA, behaviour support, and early intervention. If you need certification for any registration group, the certification audit covers all groups.

5. Can I register as a sole trader?

Yes, sole traders can register as NDIS providers. You will need an active ABN, appropriate insurance (professional indemnity and public liability at minimum), and you must meet the same Practice Standards as larger organisations. Be aware that as a sole trader, you are personally liable and the "key personnel" requirements apply directly to you.

6. What registration groups do I need for SIL?

To deliver SIL supports, you need to register in the "Assistance with daily life tasks in a group or shared living arrangement" registration group (commonly referred to as the SIL registration group). This triggers a certification audit against the Core Module and the SIL supplementary module. You may also need additional groups depending on the supports you deliver alongside SIL.

7. How long does NDIS registration last?

Registration is granted for three years. During this period, you will undergo a mid-term audit (at approximately 18 months) and must apply for renewal before your registration expires. Renewal involves another full audit. You must maintain continuous compliance throughout the registration period — not just at audit time.

8. Can I apply for multiple registration groups at once?

Yes, and it is generally more cost-effective to do so. Applying for all relevant groups in a single application means one audit covers everything. Adding registration groups later requires a new audit for the additional groups. Plan your registration groups based on all the supports you intend to deliver, not just your immediate services.

9. What insurance do I need for NDIS registration?

At minimum, you need public liability insurance and professional indemnity insurance. Many providers also carry workers' compensation insurance (mandatory if you have employees), motor vehicle insurance (if transporting participants), and product liability insurance (if supplying assistive technology). The NDIS Commission does not specify minimum coverage amounts, but $10 million public liability and $5 million professional indemnity are common benchmarks.

10. What happens if my registration lapses?

If your registration expires without renewal, you immediately lose the right to deliver supports to NDIA-managed participants. You must stop all services to these participants or arrange alternative providers. You can reapply, but the process starts from scratch including a full audit. Plan your renewal at least 6 months before expiry to avoid gaps.

Audit Questions (11-20)

11. How do I choose an Approved Quality Auditor (AQA)?

Get quotes from at least three AQAs. Compare pricing, availability, and whether their auditors have experience with your registration groups. Check their JAS-ANZ accreditation is current. Ask for a clear breakdown of what the audit fee includes (travel, report writing, follow-up). AQA fees can vary by 50% or more for the same scope of audit.

12. What happens during a certification audit?

A typical certification audit runs 1-3 days onsite and includes: an opening meeting, document review (policies, procedures, registers, forms, training records), staff interviews, participant and/or family interviews, facility inspection (for SIL properties), and a closing meeting with preliminary findings. The auditor then writes a report recommending registration, registration with conditions, or providing non-conformances to address.

13. What does the auditor actually look at?

Auditors assess evidence against every applicable quality indicator in the NDIS Practice Standards. This includes: policies and procedures, completed forms and registers, training records, incident reports and investigations, complaint records and outcomes, supervision records, service agreements, participant support plans, progress notes, meeting minutes, organisational charts, position descriptions, and physical premises (for SIL/SDA).

14. What if I get a non-conformance?

Non-conformances are not the end of the world. For minor non-conformances, you submit a corrective action plan and typically have 30-90 days to implement changes. For major non-conformances, you may need to demonstrate remediation before the auditor recommends registration. The process is designed to help providers achieve compliance, not to punish them.

15. How do I prepare my staff for audit interviews?

Staff should know: the organisation's purpose and values, the NDIS Code of Conduct (all 8 requirements), how to report an incident, how to make or receive a complaint, where to find policies and procedures, the participants they support and their goals, and what to do in an emergency. Do not script answers — auditors can tell when responses are rehearsed. Focus on genuine understanding rather than memorisation.

16. Do auditors interview participants?

Yes, for certification audits. Auditors will request to speak with participants (and sometimes families or nominees) to understand their experience of your services. They assess whether participants feel safe, respected, and involved in decisions about their supports. Participant consent is required, and alternative communication methods should be available for participants with complex communication needs.

17. What is a self-assessment and why does it matter?

The self-assessment is a document you complete before the audit, evaluating your own compliance against each applicable Practice Standard outcome and quality indicator. It is submitted to your AQA and forms the basis for audit planning. A thorough, honest self-assessment helps the auditor focus their review and demonstrates organisational self-awareness. Overstating compliance in the self-assessment creates problems during the audit.

18. How much does a mid-term audit cost?

Mid-term audits are typically less expensive than initial certification audits because the scope is smaller. Expect to pay 40-60% of your initial audit cost. Mid-term audits assess ongoing compliance, implementation of previous corrective actions, and the effectiveness of your quality systems. They may be onsite or partly desktop depending on your AQA.

19. Can I change my Approved Quality Auditor?

Yes, you can use a different AQA for your mid-term audit or renewal audit. There is no requirement to stay with the same auditor. Some providers change auditors to get a fresh perspective or to find better pricing. The new AQA will review the previous audit report as part of their preparation.

20. What is the difference between a desktop audit and an onsite audit?

A desktop audit (verification) reviews your documentation remotely — the auditor examines your policies, procedures, forms, and records without visiting your premises. An onsite audit (certification) involves the auditor physically attending your premises and service delivery locations to observe operations, interview staff and participants, and inspect facilities. SIL providers always require onsite certification audits.

Policies and Documentation (21-30)

21. What policies do I need for NDIS registration?

The exact number depends on your registration groups, but most providers need 20-30 policies covering: incident management, complaints and feedback, risk management, worker screening, governance, privacy and confidentiality, safeguarding (VANED), human resources, quality management, person-centred support, informed choice, information management, financial management, work health and safety, support delivery, access to supports, transition planning, safe environment, and medication management. SIL providers need additional policies for the SIL supplementary module.

22. Can I write my own policies?

Yes, but they must meet the specific requirements of the NDIS Practice Standards quality indicators. Many providers find that writing policies from scratch is time-consuming and risks missing critical requirements. Using professionally drafted templates that are already mapped to the Practice Standards and then customising them to your organisation is the most efficient approach. The SIL Rescue Kit provides 25 audit-ready policies for $297.

23. How often must policies be reviewed?

The NDIS Practice Standards require regular review of policies and procedures. Industry standard is annual review, and auditors expect to see evidence of review (review dates, version numbers, approval records). Policies should also be reviewed after significant incidents, legislative changes, or audit findings. Your document control register should track review dates for all documents.

24. What forms and templates do I need?

Essential forms include: incident report forms, complaint forms, service agreements, consent forms (information collection and sharing), code of conduct acknowledgement, staff induction checklists, supervision records, performance review templates, participant support plans, progress note templates, medication administration records, risk assessment templates, internal audit templates, and shift handover forms.

25. What registers must I maintain?

Required registers include: incident register, complaints register, continuous improvement register, worker screening register, training register, code of conduct register, risk register, and document control register. For SIL providers, you also need a medication error register, participant money register (if managing participant funds), and a restrictive practices register (if supporting participants with BSPs).

26. Do my policies need to reference specific legislation?

Yes. Policies should reference the relevant legislation including the National Disability Insurance Scheme Act 2013, the NDIS (Code of Conduct) Rules 2018, the NDIS (Incident Management and Reportable Incidents) Rules 2018, applicable state WHS legislation, the Privacy Act 1988, and any state-specific disability legislation. Legislation references demonstrate that your policies are grounded in legal requirements.

27. How should progress notes be written?

Progress notes should be: objective (report facts, not opinions), timely (written during or immediately after the shift), specific (include times, activities, and participant responses), goal-linked (reference NDIS plan goals), professional (no slang, abbreviations, or subjective language), and complete (cover all significant events and support activities). Use structured formats like SOAP or DAP for consistency. Our free Notes Rewriter can help convert informal shift notes into compliant progress notes.

28. How long must I keep records?

The NDIS Practice Standards require records to be maintained for at least seven years. Some records should be kept longer: incident records involving abuse, neglect, or death should be kept indefinitely. Staff records should be retained for seven years after the person ceases employment. Participant records should be kept for seven years after the last service delivery date. Always check state-specific requirements, which may impose longer retention periods.

29. Do I need an electronic or paper records system?

Either is acceptable, but the system must ensure records are secure, accessible, accurate, and maintained in accordance with the Australian Privacy Principles. Electronic systems offer advantages in searchability, backup, version control, and disaster recovery. Whatever system you choose, auditors must be able to access relevant records during the audit. Many small providers use a combination of electronic policies and paper-based forms.

30. What is document control and why do auditors care about it?

Document control is the system for managing your organisational documents — ensuring current versions are in use, old versions are archived, and all documents have version numbers, review dates, and approval records. Auditors check document control because it demonstrates governance and ensures that staff are working from current, accurate policies. A document control register tracks all organisational documents and their status.

Workforce and Worker Screening (31-38)

31. Do all my workers need an NDIS Worker Screening Check?

Workers in "risk-assessed roles" — those involving more than incidental contact with participants — must hold a valid NDIS Worker Screening Check clearance. This includes support workers, team leaders, managers with participant contact, and anyone who has access to participant information or premises. Administrative staff with no participant contact may not require a check, but many providers screen all staff as a safeguarding measure.

32. How long does a Worker Screening Check take?

Processing times vary by state but typically take 2-8 weeks. Some states offer expedited processing for an additional fee. You can allow a person to work in a risk-assessed role while their check is pending only if they are supervised at all times by a person who holds a current clearance. Plan ahead — do not start recruiting the week before your audit.

33. Are Worker Screening Checks portable between states?

Yes. NDIS Worker Screening Checks are nationally portable. A clearance obtained in one state is valid for working in any other state or territory. The clearance is valid for five years from the date of issue. Workers who move between states do not need a new check.

34. What training must I provide to staff?

Mandatory training includes: the NDIS Worker Orientation Module (free, online), Code of Conduct training, incident reporting procedures, complaints handling, manual handling (for personal care roles), medication management (for SIL workers), first aid and CPR, infection control, fire safety and evacuation, and any participant-specific training (BSPs, mealtime management plans). Training must be documented in a training register and provided at induction and annually thereafter.

35. How often should staff be supervised?

The Practice Standards require "regular, structured supervision" but do not specify a frequency. Industry standard is formal supervision every 4-6 weeks for support workers, with more frequent supervision for new staff, less experienced workers, and those supporting participants with complex needs. Supervision records must document the discussion topics, any actions arising, and the next scheduled session.

36. Do I need position descriptions for every role?

Yes. The Practice Standards require clear role definitions including responsibilities, qualifications, reporting lines, and key requirements. Position descriptions should be reviewed when roles change and acknowledged by incumbents. They are essential evidence for demonstrating that your workforce is appropriately qualified and structured.

37. What is the NDIS Worker Orientation Module?

A free online training module developed by the NDIS Commission that all NDIS workers must complete. It covers the NDIS framework, participant rights, the Code of Conduct, reporting requirements, and quality expectations. Completion certificates should be retained in personnel files and recorded on your training register. Allow approximately 90 minutes for completion.

38. Can volunteers deliver NDIS supports?

Volunteers can assist in delivering NDIS supports but must meet the same screening, training, and supervision requirements as paid workers if they are in risk-assessed roles (more than incidental contact with participants). Volunteers must complete the Worker Orientation Module, acknowledge the Code of Conduct, and hold a valid Worker Screening Check if required.

Incidents and Complaints (39-44)

39. What is a reportable incident?

A reportable incident is an event that must be notified to the NDIS Commission. The categories are: death of a participant, serious injury, abuse or neglect, unlawful sexual or physical contact, sexual misconduct, and unauthorised use of restrictive practices. "Serious injury" includes injuries requiring hospitalisation, fractures, burns, and other injuries with significant impact.

40. How quickly must I report an incident to the NDIS Commission?

You must notify the NDIS Commission within 24 hours of becoming aware of a reportable incident. This is an initial notification only — you must then submit a detailed 5-day report with additional information including investigation findings, actions taken, and outcomes. Late reporting is itself a compliance breach that can attract enforcement action.

41. What is the difference between an incident and a reportable incident?

An incident is any event that causes harm or has the potential to cause harm to a participant. All incidents must be recorded internally. A reportable incident is a subset of incidents that are serious enough to require notification to the NDIS Commission within 24 hours. You should have internal thresholds and escalation processes to identify which incidents are reportable.

42. How do I handle a complaint from a participant?

Follow your complaints policy: acknowledge the complaint promptly, record it in your complaints register, investigate the matter, provide a response to the complainant within a reasonable timeframe (aim for 28 days), implement any corrective actions, and record the outcome. Ensure the complainant knows they can escalate to the NDIS Commission if unsatisfied with your response. Never take adverse action against a person for making a complaint.

43. Must I tell participants how to complain to the NDIS Commission?

Yes. You must inform all participants of their right to complain directly to the NDIS Commission (phone: 1800 035 544) and provide this information in accessible formats. This should be included in your service agreement, your participant rights statement, and displayed in your service delivery locations. Auditors check that participants are aware of external complaint pathways.

44. What happens if I do not report a reportable incident?

Failure to report a reportable incident is a serious compliance breach. The NDIS Commission can issue compliance notices, enforceable undertakings, or conditions on your registration. In severe cases, the Commission can suspend or revoke registration. Individual key personnel can also face personal consequences including banning orders. Always report when in doubt — over-reporting is safer than under-reporting.

Operations and Pricing (45-50)

45. How do I set my prices for NDIS services?

The NDIA publishes the NDIS Pricing Arrangements and Price Limits, which set maximum prices for each support category. Registered providers delivering to NDIA-managed and plan-managed participants must not charge above these limits. You are free to charge less. For self-managed participants, there are no price caps but competitive pricing is expected. Review the pricing guide at least annually as it is updated regularly.

46. What is a service agreement and do I need one?

A service agreement is a written agreement between your organisation and a participant outlining the supports to be delivered, costs, payment terms, cancellation policy, complaint process, and responsibilities of both parties. The Practice Standards require service agreements for all ongoing support arrangements. They must be in plain English, provided in accessible formats, and signed by both parties before services commence.

47. What is my cancellation policy obligation?

Your cancellation policy must comply with the NDIS Pricing Arrangements, which set specific rules about short-notice cancellations. Generally, participants must provide at least two business days' notice for cancellation. For SIL, the rules differ because SIL is a continuously delivered support. Your service agreement must clearly state cancellation terms, and you must follow the rules — not create your own.

48. How do I claim NDIS payments?

For NDIA-managed participants, submit claims through the myplace provider portal (transitioning to PACE). For plan-managed participants, invoice the plan manager directly. For self-managed participants, invoice the participant or their nominee. Claims must be accurate, supported by records of service delivery (including progress notes), and lodged within the claiming period. Incorrect or fraudulent claims can result in debt recovery and enforcement action.

49. What is the role of a support coordinator?

Support coordinators help participants understand their plan, connect with providers, coordinate services, and build capacity to manage supports. As a provider, support coordinators are your key referral source and your primary contact for care coordination. Build strong relationships with support coordinators in your area — they are the gatekeepers to new participants and can vouch for your quality of service.

50. What are my ongoing compliance obligations after registration?

Registration is not a one-time achievement — it requires continuous compliance. Ongoing obligations include: maintaining all policies and procedures, reporting incidents to the NDIS Commission, notifying changes to key personnel, maintaining worker screening registers, conducting staff training, collecting and acting on feedback, running your continuous improvement system, preparing for your mid-term audit, complying with the NDIS Code of Conduct, meeting the NDIS Pricing Arrangements, and cooperating with the NDIS Commission if it investigates a complaint or concern.

These 50 questions cover the most common concerns we hear from providers navigating the NDIS registration and compliance landscape. If your question is not answered here, check our NDIS Glossary for terminology or our blog archive for in-depth guides on specific topics.

For daily compliance support, try our free Notes Rewriter to convert your shift notes into audit-ready progress notes.