Sometimes a service you rely on stops working – a transport provider cancels, a home‑care worker is unavailable, or equipment fails. If you’re an NDIS participant living in Sydney but receiving support in Victoria, you need a clear plan. This guide explains who can help, what the rules are, and how to get your supports back on track quickly.
What the support is and who it helps
NDIS supports cover a wide range of services, from personal care and transport to specialist equipment. They are designed for people with permanent and significant disability who need assistance to live independently, study, work or take part in the community. When a support breaks down, it can affect daily routines, health and wellbeing. The guidance below applies to anyone with an NDIS plan who is using services in Victoria, whether you live in the CBD, Belgravia, Chelsea or Pimlico.
Eligibility & access rules
To receive NDIS support, you must:
- Be an Australian citizen, permanent resident or hold a protected special‑category visa.
- Have a disability that is permanent, significant and impacts daily life.
- Pass the NDIS eligibility assessment, which looks at functional impairment and need for support.
- Hold an active NDIS plan that includes the type of support that has broken down.
If you already have a plan, you are entitled to the supports listed, regardless of the state you are in. However, you must ensure the provider you use is registered with the NDIS and that the service complies with the latest NDIS Pricing Arrangements and Price Limits.
What’s included / what’s not included
Included supports
- Transport assistance for appointments, work or community activities.
- Home‑care services such as personal care, cleaning and meal preparation.
- Assistive technology and equipment maintenance.
- Therapeutic supports (physiotherapy, occupational therapy, speech pathology).
Exclusions
- Services that are not listed in your plan.
- Non‑registered providers or “cash‑only” arrangements.
- Supports that fall under other government schemes (e.g., aged‑care or health‑care subsidies) unless they are also NDIS‑funded.
Funding & planning considerations
When a support stops, you do not lose the funding allocated to it. The NDIS plan’s budget remains the same; you simply need to re‑allocate or replace the service. Keep these points in mind:
- Plan review: If the breakdown reveals a gap in your plan, you can request a plan review within 12 months of your plan start date.
- Price limits: All providers must charge within the NDIS Pricing Arrangements and Price Limits. This protects you from unexpected costs.
- Plan manager or self‑management: If you manage your own funds, you can directly pay a new provider. If a plan manager handles your budget, they will need to approve the new service.
How to request/activate the support
- Contact the provider: Ask them to resolve the issue. Many breakdowns are temporary and can be fixed quickly.
- Notify your planner or support coordinator: They can help find an alternative provider and ensure funding is transferred.
- Use the NDIS portal: Log in to the My Services portal, select “Change provider” and follow the prompts.
- Submit a Service Change Request: If the provider cannot continue, complete the “Service Change Request” form and attach any relevant documentation.
- Confirm the new arrangement: Once approved, the new provider will start delivering the support. Keep records of all communications for future reference.
Local context – Sydney and nearby suburbs
Even though the support is based in Victoria, you may need local assistance in Sydney while you sort the issue. Community centres in Belgravia, Chelsea and Pimlico often have disability liaison officers who can help you navigate the NDIS system, find interim support, or connect you with advocacy groups. Local libraries and councils also run information sessions about NDIS rights and complaint processes.
For those who travel frequently between Sydney and Victoria, it can be useful to have a backup provider in each state. This reduces the risk of a complete service interruption when you are away from home.
People Also Ask – Frequently asked questions
What should I do first if my NDIS transport service stops?
Contact the transport provider immediately to understand the reason for the interruption. If they cannot resolve it, inform your planner or support coordinator and request a temporary replacement through the My Services portal.
Can I claim a refund for a service that was not delivered?
Yes. If a provider fails to deliver a scheduled service, you can request a refund through the provider’s invoicing system or via your plan manager. Keep receipts and any communication as evidence.
Do I need to change my NDIS plan if a support breaks down?
Not necessarily. A breakdown does not automatically alter your plan’s funding. You may only need a plan review if the issue reveals a longer‑term need for a different type of support.
How long does it take to get a new provider approved?
Approval times vary. If you use a registered provider, the change can be processed within a few business days through the My Services portal. Complex changes or new service categories may take longer and could require a plan review.
Are there any penalties for switching providers mid‑plan?
No. The NDIS encourages participants to choose the best providers for their needs. Switching providers does not attract penalties, but you should ensure the new provider meets the Pricing Arrangements and is registered.
For more detailed information about home‑care options in Victoria, you may also explore these resources:
- NDIS Home Care Supports in Victoria
- NDIS Home Care Supports in Wyndham
- NDIS Home Care Supports in Rosebud – What You Need to Know
This article is general information only. Check your plan and speak with your planner or support coordinator.