Assistive Technology: What to Know Before You Choose a Provider

Assistive technology can be genuinely life-changing. The right piece of equipment, or the right combination of supports, can help you live more independently, stay safer at home, connect with your community, and do things you might have thought were out of reach. But the process of choosing an assistive technology provider is more involved than most people expect, and getting it wrong can cost you time, money, and a lot of frustration.

This guide is written for NDIS participants who are self-managing their plan, though families, carers, and support coordinators will find it useful too. We will walk you through how AT funding works, what a good provider looks like, the most common pitfalls to watch for, and how to set yourself up for a smooth experience from the very first conversation.

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How Assistive Technology Funding Works in Your NDIS Plan

Before you approach any provider, it helps to understand where your AT funding actually sits in your plan and what it can be used for.

The NDIS funds assistive technology under the Capital Supports budget. This is separate from your Core Supports and Capacity Building budgets, and it is generally not flexible - meaning you cannot move money between Capital and other budget categories without going back to the NDIA for a plan variation. If you are unsure which budget category applies to a specific item, the OpenWay glossary has plain-English explanations of all the main NDIS funding categories.

AT is broken into four complexity levels by the NDIS:

• Level 1 - Basic AT: Low-cost, low-risk items like non-slip mats, bed rails, or basic communication aids. These often do not require a formal assessment.
• Level 2 - Standard AT: Items like shower chairs, simple wheelchairs, or tablet-based communication apps. An assessment by a relevant allied health professional is usually needed.
• Level 3 - Specialised AT: Complex equipment such as power wheelchairs, standing frames, or augmentative and alternative communication (AAC) devices. A detailed AT assessment and written report is required.
• Level 4 - Complex AT: Highly customised or multi-system solutions, often involving several professionals and a staged trial process.

The higher the complexity level, the more evidence and professional involvement the NDIS expects before funding is approved. Knowing which level your equipment falls into will help you understand the steps ahead.

What the NDIS will and will not fund

The NDIS funds AT that is "reasonable and necessary" - meaning it must be related to your disability, represent value for money, and not be something that would ordinarily be funded by another system like Medicare or private health insurance. It does not fund mainstream technology (like a standard laptop) unless you can demonstrate the specific disability-related need.

If you are self-managing, you have the flexibility to choose any provider, not just NDIS-registered ones. That flexibility is valuable, but it also means the responsibility for checking a provider's credentials sits firmly with you.

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What a Good Assistive Technology Provider Looks Like

Not all AT providers are the same. Some specialise narrowly - say, in seating and mobility - while others offer a broad range of equipment across multiple disability types. Here is what to look for before you sign anything.

Relevant qualifications and experience

For anything above Level 1, the provider should be working alongside (or have access to) a qualified AT assessor. Depending on the equipment, that might be an occupational therapist, physiotherapist, speech pathologist, or another allied health professional. The assessor and the supplier are sometimes the same organisation, but not always.

Ask the provider directly:

• Who will conduct my AT assessment?
• What are their qualifications and registration?
• How many people with my disability type have they worked with?
• Do they have experience with the specific equipment I am interested in?

A provider who cannot answer these questions clearly is a red flag.

A genuine trial process

For any significant piece of equipment, a good provider will offer a trial before you commit to purchase. This is especially important for mobility aids, communication devices, and anything that needs to be customised to your body or your environment. Trialling equipment in your actual home or workplace, not just in a clinic, gives you a much more realistic sense of whether it will work for you.

Be cautious of providers who push you toward a purchase without a proper trial, or who suggest a trial but only in a showroom setting.

Transparent pricing and written quotes

Under the NDIS, providers are expected to give you clear pricing upfront. For registered providers, prices must fall within the NDIS Pricing Arrangements and Price Limits (formerly the Price Guide). Self-managed participants can negotiate prices outside those limits, but you should always get a written quote that itemises:

• The cost of the equipment itself
• Any assessment fees
• Delivery and installation charges
• Training to use the equipment
• Ongoing maintenance or warranty terms

Never rely on a verbal quote. If a provider is reluctant to put pricing in writing, walk away.

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The Service Agreement: Why It Matters More Than You Think

A service agreement is a written contract between you and your provider. For AT, this document is particularly important because it sets out what happens if the equipment needs repair, what the cancellation terms are, and who is responsible if something goes wrong.

The NDIS Commission says that all NDIS providers - registered or not - must operate in a way that respects participants' rights and the NDIS Code of Conduct. A well-written service agreement is one of the clearest signs that a provider takes those obligations seriously.

Before you sign, make sure the agreement covers:

• Exactly what equipment or services are being provided
• The total cost and how it will be claimed from your plan
• Delivery and setup timelines
• Warranty details and what the repair process looks like
• Cancellation and refund terms
• What happens if the equipment does not suit your needs after delivery

If you are unsure about any clause, ask the provider to explain it. You can also ask a support coordinator, plan manager, or advocate to review it with you before you sign. You can learn more about how OpenWay approaches provider accountability on our Trust and Safety page.

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Common Pitfalls - and How to Avoid Them

This is where many NDIS participants - especially those who are new to self-managing - run into trouble. Here are the most common mistakes and what you can do to avoid them.

Buying before getting plan approval

One of the most costly mistakes is purchasing equipment before confirming that your NDIS plan actually includes funding for it, and at the right level. If you buy an item that has not been approved, you may not be able to claim it back from your plan. Always check your plan carefully, and if you are unsure, contact your NDIS planner or LAC before making any purchase.

Choosing a provider based on price alone

The cheapest quote is not always the best value. A low-cost provider who does not offer adequate assessment, training, or after-sales support can leave you with equipment that does not work properly for your needs - and the cost of fixing that situation can far exceed what you saved upfront.

Skipping the AT assessor

Some participants try to source equipment directly without going through a formal assessment, particularly for mid-range items. While this is sometimes possible for lower-complexity AT, skipping the assessment for anything specialised is risky. An AT assessor does not just recommend equipment - they document the clinical justification that the NDIS needs to approve funding. Without that documentation, your claim may be rejected.

Not asking about ongoing support

Equipment breaks. Batteries die. Software needs updating. Before you commit to a provider, ask specifically what their after-sales support looks like. Is there a warranty? What is the turnaround time for repairs? Do they loan you replacement equipment while yours is being fixed? For essential items like communication devices or powered wheelchairs, the answers to these questions matter enormously.

Ignoring delivery and setup timelines

AT procurement can take longer than people expect, particularly for custom or imported equipment. If you need something urgently - for example, because you are being discharged from hospital - make sure you discuss timelines explicitly and get them in writing. Some providers can source interim or loaned equipment to bridge the gap.

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Questions to Ask Before You Commit

To summarise the key due-diligence steps, here is a practical checklist you can use when speaking to any AT provider:

• Is your organisation NDIS-registered, and does that matter for my plan type?
• Who will conduct my assessment, and what are their qualifications?
• Can I trial this equipment in my home or usual environment?
• What is included in the quoted price, and what is extra?
• What does the service agreement say about cancellations and refunds?
• What is the expected delivery and setup timeline?
• What warranty and repair support do you offer?
• Have you worked with other participants who have a similar disability or support need to mine?

You do not need to ask every question in your first call, but you should have clear answers to all of them before you sign a service agreement or authorise any claim from your plan.

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Working with an AT Assessor Alongside Your Provider

For anything above basic AT, the relationship between your AT assessor and your equipment supplier is important. Sometimes these are the same organisation. Sometimes they are separate, and the assessor is independent of the supplier - which can be an advantage because it reduces any conflict of interest.

If you are working with an occupational therapist or other allied health professional as your assessor, they should be the one driving the recommendation, not the supplier. A good supplier will welcome that dynamic and work collaboratively with your assessor to find the best fit.

You can find allied health providers who offer AT assessment through OpenWay's allied health services directory, and you can browse AT suppliers directly through our assistive technology provider listings.

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How OpenWay Can Help

Finding the right assistive technology provider takes time, especially when you are navigating the NDIS for the first time or managing your own plan without a support coordinator. OpenWay's marketplace brings together a wide range of AT suppliers and allied health professionals across Australia, with provider profiles that include the information you need to make a confident, informed comparison.

You can search by location, disability type, and equipment category, read about each provider's approach, and reach out directly - all in one place. Whether you are looking for a complex AAC device, a mobility aid, or a home modification that involves assistive technology, OpenWay can help you find providers worth talking to.

Start your search or sign in to your participant account to get started.

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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.