Choice and Control in the NDIS: What Participants Need to Know

Choice and control is not just a slogan. It is the legal and philosophical foundation of the entire National Disability Insurance Scheme. In plain terms, it means that you, as a participant, have the right to decide who supports you, how they support you, when that support happens, and where it takes place. If you are new to the NDIS, or if you feel like this right is not working for you in practice, this guide will walk you through what choice and control actually means, how to exercise it, and what to do when things get in the way.

What "choice and control" actually means under the NDIS

The NDIS Act 2013 places choice and control at the centre of the scheme. The idea is straightforward: people with disability are the experts in their own lives. Rather than being assigned a service and told to make do, participants are meant to direct their own supports, much like a consumer choosing any other service.

This plays out in several ways:

• You choose which providers deliver your funded supports.
• You can change providers if a current arrangement is not working.
• You have a say in how, when and where supports are delivered.
• You can negotiate the terms of your service agreement with each provider.
• You can manage your own plan funds through self-management or plan management, or you can let the NDIA manage them on your behalf.

It is worth noting that choice and control does not mean unlimited choice. Your funding is tied to your approved supports, and each support must be reasonable and necessary as defined under the scheme. But within those boundaries, the decisions belong to you.

Why this principle matters for participants and families

Before the NDIS, many people with disability received services that were designed around the provider's schedule, location and preferences, not the participant's. Families often had little say in who came into their home or how care was delivered.

Choice and control changed that dynamic. It shifted the power toward the person receiving support. This matters for several reasons:

It supports better outcomes. Research consistently shows that people achieve better results when they have a say in their own care and support. When you choose a provider whose values and approach match yours, you are more likely to build a trusting relationship and get more out of the support.

It protects dignity. Being able to say "no, that provider is not right for me" is a basic human right. The NDIS formalises that right.

It gives families a voice. For participants who rely on family members or carers to help navigate the scheme, choice and control means those people can be genuinely involved in decisions, not just informed after the fact.

It drives quality. When providers know that participants can and will walk away from poor service, there is a real incentive to deliver high-quality, person-centred support.

You can learn more about how OpenWay supports this principle by visiting the about OpenWay page.

How choice and control works in practice

Understanding the principle is one thing. Knowing how to exercise it day to day is another. Here is how choice and control shows up at each stage of your NDIS journey.

When your plan is approved

Once your plan is approved, you will see your funded supports broken down into budget categories. At this point, you have the right to start finding providers. You are not obligated to use any particular organisation. You can shop around, ask questions, and take your time before signing a service agreement.

A good starting point is to browse NDIS providers across Australia to see who is available in your area and what supports they offer.

When you are choosing a provider

Choosing a provider is one of the most important decisions you will make as a participant. Here is a practical checklist to guide you:

1. Check whether the provider is registered with the NDIS Commission (required for certain plan management types and higher-risk supports).
2. Ask what experience they have supporting people with your specific disability or condition.
3. Find out how they handle complaints and feedback.
4. Ask about their cancellation policy and how much notice they require.
5. Clarify whether they charge for travel, non-face-to-face time, or other additional costs.
6. Read the service agreement carefully before signing, and do not be afraid to negotiate.
7. Ask how they involve you in decisions about your support.

There is no rule that says you have to go with the first provider you speak to. Take your time.

When something is not working

Choice and control also means you have the right to change your mind. If a provider is not meeting your needs, you can end the arrangement and find someone else. Your service agreement will set out the notice period required, so check that before you start the process.

If you have concerns about a provider's conduct, the NDIS Commission handles complaints about registered providers. For unregistered providers, the relevant state or territory consumer protection body may be able to help.

The three plan management types and how they affect your choices

Your level of choice and control is closely linked to how your plan is managed. There are three options under the NDIS.

NDIA-managed (Agency-managed): The NDIA pays your providers directly. You can only use NDIS-registered providers. This is the most restricted option in terms of provider choice, but it can work well if you prefer not to handle financial administration.

Plan-managed: A registered plan manager handles payments on your behalf. You can use both registered and unregistered providers, which significantly expands your options. This is a popular middle ground for participants who want more choice without the administrative burden of self-management.

Self-managed: You receive the funds directly and pay providers yourself. You can use any provider, registered or not, and you have the most flexibility. However, you take on more responsibility for record-keeping and ensuring value for money.

Whichever option applies to you, the principle of choice and control still applies. The difference is in how wide your pool of providers can be.

Common barriers to choice and control, and how to address them

Despite the NDIS's stated commitment to this principle, many participants find it harder to exercise in practice. Here are some common barriers and what you can do about them.

Limited provider availability in regional or rural areas. In some parts of Australia, there simply are not many providers to choose from. In these situations, it is worth looking at providers who offer remote or telehealth-based supports, or who are willing to travel. Filtering by location on a provider directory can help you identify who operates in your area.

Feeling pressured to stay with a provider. Some participants feel guilty about changing providers, especially if they have built a personal relationship with a support worker. Remember that your right to change providers is protected under the scheme. A good provider will understand.

Not knowing what is available. Many participants do not know the full range of providers and services they could access. Using a marketplace like OpenWay, which is designed specifically for NDIS participants and families, can help you see what is out there before you commit.

Complex paperwork and service agreements. If you find agreements confusing, a support coordinator can help you understand what you are signing. You also have the right to ask a provider to explain any clause you do not understand.

Support coordinators play a particularly important role in helping participants exercise choice and control. If you are a coordinator looking for tools to help your participants, the support coordinator workspace on OpenWay is designed with your workflow in mind.

What families and carers need to know

If you are a family member or carer helping a participant navigate the NDIS, choice and control applies to you too, in the sense that you can be actively involved in finding and evaluating providers.

A few things to keep in mind:

• The participant's preferences come first. Your role is to support their decision-making, not replace it.
• If a participant has a legal guardian or nominee, that person has formal decision-making authority in certain areas. This is different from informal family involvement.
• You can attend provider meetings, ask questions on behalf of the participant, and help compare options.
• If you are supporting a child with disability, you will naturally take a more central role, but the goal over time is to build the child's own capacity to make decisions.

The participant and family resources on OpenWay are a good place to start if you are helping someone navigate their first plan.

Frequently asked

Can I use more than one provider for the same type of support?

Yes. There is no rule that says you must use a single provider for any given support category. Some participants use different providers for different days of the week, or choose one provider for in-home support and another for community access. As long as the total spending stays within your budget, you are free to split your supports across providers.

What if my preferred provider is not NDIS-registered?

Whether you can use an unregistered provider depends on how your plan is managed. If you are self-managed or plan-managed, you can generally use unregistered providers. If your plan is NDIA-managed, you are limited to registered providers. If this is a barrier for you, it may be worth discussing a change in plan management type with your NDIA planner or support coordinator at your next plan review.

Does choice and control mean I can change my support coordinator?

Yes. Your support coordinator is also a provider under the NDIS, and you have the same right to change them as you do any other provider. If your support coordinator is not helping you exercise choice and control, or if the relationship is not working, you can find a different one. Check your service agreement for the notice period required.

How OpenWay can help

OpenWay is a free-to-use marketplace for NDIS participants, families and support coordinators. It is designed to make it easier to find and compare disability service providers across Australia, so that choice and control becomes something you can actually act on, not just a principle on paper.

You can browse NDIS providers in your area, filter by support type and location, read provider profiles, and send enquiries directly through the platform. There is no cost to participants or families to use OpenWay.

If you are a support coordinator, OpenWay gives you a workspace to shortlist options for your participants, share provider profiles, and manage enquiries in one place. Visit the support coordinator landing page to see how it works.

OpenWay is not part of the NDIS, NDIA or NDIS Commission. Final scope, pricing, travel, cancellation rules and non-face-to-face charges must be confirmed in a written service agreement between the participant (or their authorised support person) and the provider.