Trust & Safety
How OpenWay verifies providers.
Every provider that appears on OpenWay has submitted documents that a real person reviewed. We surface specific badges for each completed check so participants and coordinators can see exactly what has been confirmed - and what has not.
How OpenWay verifies providers
Providers submit documents during onboarding. OpenWay sights the documents, cross- checks the ABN against the Australian Business Register, and - where the provider claims NDIS registration - cross-checks the NDIS Commission register. Manual review by an OpenWay team member happens before any profile is published. There is no auto-verify shortcut. Verification is typically completed within 1-2 business days.
We re-check provider documents periodically. If a document has lapsed or a status has changed, the relevant badge is removed from the profile until it is renewed.
The badges and what they mean
Each badge represents a specific check. They are shown only where the data supports them. We never stack-display badges that have not been confirmed.
- NDIS Registered
- Listed on the NDIS Commission register of registered providers. Required for most supports for NDIA-managed participants.
- OpenWay Verified
- OpenWay has sighted selected business and compliance documents. Not the same as NDIS Commission registration and not an endorsement of service quality.
- ABN Checked
- ABN cross-checked against the Australian Business Register.
- Insurance Sighted
- Public liability and professional indemnity insurance certificate sighted by OpenWay.
- Worker Screening Checked
- NDIS Worker Screening Check confirmed for client-facing staff.
- WWCC Checked
- Working With Children Check confirmed for staff working with under-18s.
NDIS Registered vs OpenWay Verified - the distinction matters
OpenWay Verified means we have sighted selected business and compliance documents. It does not replace NDIS Commission registration and is not an endorsement of service quality.
NDIS Registered is a regulatory status held by providers on the NDIS Commission register. Registered providers are required for most supports for NDIA-managed participants. Unregistered providers can lawfully serve plan-managed and self- managed participants for supports that do not require registration. OpenWay always shows the registration status on a profile and never blurs the line.
Reviews policy
Reviews on OpenWay come from real, completed interactions. The full policy is set out in our terms; the highlights are below.
- Verified engagement only. A review can only be submitted by a participant who has an existing conversation with the provider, with messages from both parties.
- No personal health information. Reviews mentioning specific medical conditions, treatments or medications are flagged for moderation and require participant consent to publish.
- Right of reply. Providers can respond publicly to any review on their profile.
- Reportable. Any review can be reported by participants, providers or admins for safety, privacy or accuracy concerns.
- Moderated. OpenWay may edit (with notice), hide or remove reviews for breaches of policy. Decisions are logged and appealable.
Reporting a safety concern
If something does not feel right, anyone can report it. Email [email protected] with the provider, the account involved if relevant, and a brief description. Urgent safety concerns are prioritised. Other reports are reviewed as quickly as possible, usually within 1-2 business days. Where a concern falls within the NDIS Commission's remit, OpenWay refers it on.
For urgent NDIS fraud, contact the NDIS Fraud Helpline on 1800 650 717.
Frequently asked questions
For NDIS terms used on this page, see the glossary.
- Is OpenWay regulated?
- OpenWay is not regulated by the NDIS Commission and is not part of the NDIS, NDIA, or NDIS Commission. OpenWay is a discovery and connection platform. The providers listed on OpenWay are the regulated entities - registered providers are on the NDIS Commission register and operate under NDIS Practice Standards.
- What is the difference between NDIS Registered and OpenWay Verified?
- NDIS Registered means a provider is listed on the NDIS Commission register and meets NDIS Practice Standards for the registered service classes they hold. OpenWay Verified means OpenWay has sighted selected business and compliance documents for a provider - it is an OpenWay-internal label and does not replace NDIS Commission registration.
- What checks do providers go through before they appear on OpenWay?
- Every provider submits documents that we sight before they go live. We check the ABN against the Australian Business Register, sight public liability and professional indemnity insurance certificates where applicable, confirm Worker Screening and WWCC for client-facing roles, and cross-check NDIS Commission registration where the provider claims it. Manual review by a real person happens before any profile is published - there is no auto-verify shortcut.
- Can unregistered providers list on OpenWay?
- Yes. Unregistered providers can list on OpenWay and can lawfully serve plan-managed and self-managed participants for supports that do not require registration. Some supports (for example, Specialist Behaviour Support and Plan Management) require NDIS registration regardless of the participant's plan management type - OpenWay enforces that as a hard filter and never overrides it.
- How does OpenWay moderate reviews?
- Reviews can only be submitted by a participant who has an existing conversation with the provider with messages from both parties. Reviews mentioning specific medical conditions, treatments, or other private health information are flagged for moderation. Providers have a right of reply. Any review can be reported by participants, providers or admins and OpenWay may edit, hide or remove reviews for breaches of policy, privacy or safety - decisions are logged and appealable.
- How do I report a safety concern?
- Email [email protected] with the provider, the participant or coordinator account involved if relevant, and a brief description. Urgent safety concerns are prioritised; other reports are reviewed as quickly as possible, usually within 1-2 business days. Where a concern falls within the NDIS Commission's remit, OpenWay will refer it on. For urgent NDIS fraud, the NDIS Fraud Helpline is 1800 650 717.