Choosing the right NDIS provider can make all the difference in your journey. The right provider will listen, adapt, and support your goals. The wrong one can leave you feeling frustrated, disconnected, and unsure where your funding is going.
To make the decision easier, here are 10 essential questions to ask any NDIS provider — along with why these questions matter, what you might hear from some providers, and how Shield of Care does things differently.
1. Do you understand my unique needs and goals?
The NDIS is designed to be person-centred, which means your supports should reflect your goals — not the provider’s systems. A good NDIS provider will take the time to understand your lifestyle, aspirations, and challenges before offering solutions. If they don’t, you risk ending up with supports that don’t actually serve you.
Some providers take a “one-size-fits-all” approach, slotting participants into pre-designed systems without fully understanding their personal situation. They may offer services based on availability, not on what you actually want to achieve.
At Shield of Care, we start by listening. We take time to learn about your story, challenges, and aspirations. Your goals shape everything we do, and we tailor your supports so your plan genuinely works for you.
2. What services do you offer?
Some providers offer a very limited range of services, which can cause frustration if they can’t deliver the supports your plan actually funds. Without asking this upfront, you might end up needing to manage multiple providers or missing out on important services altogether.
At Shield of Care, we start by helping you clarify what supports you need and checking that we can meet them. We offer a broad range of services — including in-home support, nursing care, community participation, advocacy, and support coordination — and if there’s something we don’t provide, we connect you directly with trusted providers in our network who can. Our goal is to make your care simple, coordinated, and stress-free.
3. How do you communicate and keep me updated?
Clear communication is one of the most overlooked factors when choosing an NDIS provider — but it’s vital. You deserve regular updates, prompt responses, and a provider who explains things using simple language. Poor communication can lead to missed opportunities and unnecessary stress.
With many larger providers, you might find yourself dealing with generic call centres or online portals that leave you waiting for answers. This lack of personal connection can create delays, confusion, and stress.
At Shield of Care, communication is personal and transparent. You’ll have a dedicated point of contact who knows your plan, your goals, and your story — and keeps you updated every step of the way. We also have a multilingual team, which means we can support participants and families from diverse cultural backgrounds in a way that feels natural, respectful, and accessible.
4. Are you flexible if my needs change?
Life isn’t static — and neither are your support needs. A quality provider will adapt to your changing circumstances, adjusting supports quickly so you don’t get stuck waiting for weeks or months.
Some providers stick rigidly to schedules and systems, making it difficult to adjust supports when life changes. This can leave you feeling trapped by processes that don’t match your reality.
At Shield of Care, we know that life isn’t static. If your needs shift — whether suddenly or gradually — we move quickly to adapt your rosters, supports, and services so your care always reflects your current situation.
5. Who will actually be supporting me?
Your support team plays a huge role in your daily life, so you deserve to know who they are and whether they’re a good fit. A mismatch in personality, culture, or values can affect your comfort and outcomes.
With some providers, you don’t get much say over who joins your support team. You might find new faces arriving each week with little consistency or opportunity to build trust.
At Shield of Care, we believe relationships matter. We carefully match you with support workers and nurses based on your personality, culture, and preferences. We’ll arrange meet n greets, and you will have a say in who’s involved in your care.
6. How do you ensure quality and safety?
The NDIS has strict quality and safeguarding standards, but not all providers go beyond the basics. Asking this question ensures your provider takes participant safety, staff training, and compliance seriously.
Some providers meet only the minimum NDIS compliance requirements, without investing in ongoing training or quality improvements. This can compromise safety and leave gaps in care.
At Shield of Care, we go above and beyond. We adhere strictly to NDIS quality and safeguarding standards, conduct thorough checks, and invest in regular staff training. Your safety, dignity, and wellbeing are always our priority.
7. How do you involve families and carers?
Families and carers are often central to your support network. A great provider recognises their role and keeps them informed and supported without taking away your choice or control.
Some providers focus only on the participant, leaving families and carers out of the loop. This can create confusion and disconnect the people who are often your closest allies.
At Shield of Care, we work with the whole family system. We keep families informed, offer emotional support, and provide resources that help everyone feel included and confident.
8. Can you help me navigate my NDIS plan?
NDIS plans can be confusing. The right provider will help you understand your funding categories and how to maximise your plan, ensuring nothing goes to waste.
At Shield of Care, our support coordination service helps you understand your plan with simple language, connect with the right services, and get the most out of your funding. We simplify the process so you can focus on living your life.
9. Do you work well with other providers?
NDIS support often involves multiple providers — therapists, plan managers, equipment suppliers, and more. Collaboration ensures everyone works towards your goals seamlessly. At times consultation is limited, or non-existent. This makes it hard to coordinate between therapists, plan managers, and other specialists. This lack of collaboration can slow down progress and create gaps in care.
At Shield of Care, we work hand-in-hand with trusted plan managers, allied health professionals, and specialists to ensure your supports are seamless. We coordinate communication so everyone is on the same page.
10. What makes you different?
This question helps you find a provider whose values, culture, and approach align with yours. You want someone who genuinely cares about your wellbeing — not just ticking boxes.
For some providers, efficiency and volume come first. While they may meet basic requirements, they often lack a deeper commitment to values, relationships, and long-term outcomes.
At Shield of Care, our approach is guided by our promise:
With You. For You. Always.
We’re here to deliver compassionate, transformative care that restores dignity, fosters independence, and helps you live with purpose.
Choosing the Right NDIS Provider Starts with the Right Questions
Asking these 10 questions gives you the clarity and confidence to find a provider who truly supports your journey. At Shield of Care, we’re here to be more than a service provider — we’re your ally, your supportive fans, and your team.
Next Steps: Let’s Talk
If you’re ready to find an NDIS provider who genuinely puts you first, we’d love to connect.
📞 Call us today: 1300 289 132
📥 Make an enquiry online: complete this form and we will be in touch!
📄 Download our free “Getting Started with the NDIS” Checklist.
With Shield of Care, you’re never just a participant — you’re part of a community that values you. Let’s walk this journey together.