Can My Current Plan Manager Stop Me Leaving?

Your plan manager cannot take away your right to choose another provider. 

If you're unhappy with the service, want better budget information or simply prefer another plan manager, you can decide to switch. 

You don't need to wait until your NDIS plan ends. 

Your existing service agreement may set out notice requirements and other steps for ending the service. 

Changing plan managers is your choice. Your service agreement explains the steps needed to finish with your current provider. 

You may need to give notice before ending your service agreement. 

Check your agreement for: 

• How much notice you need to give. 
• How to tell your plan manager you're leaving. 
• Whether notice must be given in writing. 
• Any outstanding invoices or agreed responsibilities. 
• How the final handover will work. 

There isn't a universal 28-day notice period that every participant must give. 

The NDIA's 28-day notice requirement applies when a plan manager ends its relationship with a participant. It should not be confused with the notice a participant may need to give under their own service agreement. 

For more information, read the NDIS guidance for plan managers. 

Your current plan manager should help you move to your new provider. 

This includes helping manage outstanding invoices and providing relevant financial information for the handover. 

If you're having trouble: 

1. Tell your current plan manager in writing that you want to leave. 
2. Ask them to confirm your notice period and proposed end date. 
3. Request details of outstanding invoices and claims. 
4. Contact the NDIA for help updating your plan manager relationship. 
5. Keep copies of emails and other important records. 

If your current plan manager won't confirm the end date or help with the handover, contact the NDIA on 1800 800 110 or speak with your my NDIS contact. 

Explain that you want to change plan managers and are having difficulty completing the process. 

The NDIS plan manager guidance explains the responsibilities involved in changing providers. 

Your previous plan manager should forward outstanding invoices to your new plan manager for processing. 

Your new plan manager can review eligible invoices for supports delivered before the changeover, once the correct arrangements are in place. 

Claims already submitted or paid should be checked carefully to avoid duplicate claims. 

Your plan manager should also help you understand your remaining funding and any payments still being processed. 

Read What Happens to My Invoices When I Change? for more information. 

If your plan manager is making it difficult to leave, you can raise your concerns directly with them. 

Ask for an explanation and a clear resolution. 

If the issue isn't resolved, or you don't feel comfortable raising it with the provider, you can report a concern or make a complaint to the NDIS Quality and Safeguards Commission. 

The Commission handles complaints about NDIS providers and workers. 

For help updating the plan manager recorded for your plan, contact the NDIA on 1800 800 110. 

Your NDIS plan manager should make managing your funding easier. 

If the service isn't meeting your needs, you can explore other options. 

You may need to follow your service agreement and arrange a proper handover, but you don't have to stay with a plan manager simply because they're your current provider. 

For the practical steps, read How Do I Cancel My Current Plan Manager? 

You can also visit Switching NDIS Plan Managers, our main guide to understanding your options.