How to Choose an Assistive Technology Provider on the NDIS

Finding the right assistive technology provider can make a real difference to how well your NDIS supports work in practice. The short answer: start by confirming the provider is NDIS-registered (if your plan requires it), check their experience with your specific equipment, ask the right questions before signing anything, and make sure every key detail is captured in a written service agreement. This guide walks you through that process step by step.

Assistive technology (AT) covers a wide range of items - from low-cost aids like shower chairs and communication boards, through to complex equipment like powered wheelchairs, eye-gaze devices and home automation systems. The provider you choose will assess your needs, recommend equipment, source or customise it, train you to use it, and often provide ongoing maintenance. Getting this relationship right matters.

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Why the choice of AT provider matters more than you might think

AT is not a simple purchase. Unlike buying a piece of furniture, NDIS-funded assistive technology usually involves an assessment, a quote, NDIA approval (for mid- and high-cost items), trial periods, fitting, training and sometimes complex repairs. A provider who is hard to reach, slow to respond or unfamiliar with your disability type can leave you waiting months for equipment you need now.

The NDIS Pricing Arrangements set out what can be charged for AT supports, but the real variation between providers is in knowledge, responsiveness and after-sales service. That is why doing your homework before you commit is time well spent.

You can start your search by browsing NDIS assistive technology providers listed on OpenWay, where profiles include service areas, registration details and contact information.

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Step 1 - Understand what your plan funds and what category applies

Before you approach any provider, get clear on what your NDIS plan actually funds for assistive technology.

AT supports sit under the Assistive Technology support category (formerly Capital Supports - Assistive Technology). Some low-cost AT items can be funded under Core Supports (Consumables), which gives you more flexibility in how you use them. Higher-cost items - generally above $1,500 - require a formal AT assessment and a quote before the NDIA will approve them.

Key things to clarify with your support coordinator or plan manager:

• Is your AT funding in Capital Supports or Core Supports?
• Do you need a formal AT assessment before purchasing?
• Is your plan managed by the NDIA (agency-managed), a plan manager, or self-managed? This affects which providers you can use.
• Are there any existing quotes or assessments in your plan that set expectations about what will be funded?

If you are agency-managed, you can only use NDIS-registered providers for your AT supports. If you are plan-managed or self-managed, you have more flexibility - but registered providers still offer important protections.

For a broader overview of how the NDIS works for participants and families, the OpenWay participant guide is a useful starting point.

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Step 2 - Research providers before making contact

Once you know what you need funded and what type of management your plan uses, you can start building a shortlist of potential AT providers.

What to look for in a provider profile

When reviewing any provider - whether on OpenWay, their own website or another directory - look for:

• NDIS registration status. A registered provider has been audited against the NDIS Practice Standards and is subject to oversight by the NDIS Commission. You can verify registration independently on the NDIS Commission's provider register.
• Specialisation. Does the provider list experience with your specific type of AT? A provider who specialises in communication devices may not be the right fit if you need a complex mobility aid.
• Service area. AT often requires home visits for assessment, fitting and training. Confirm the provider services your location.
• ABN. Every legitimate business operating in Australia must have an Australian Business Number. You can check any ABN on the ABR (Australian Business Register) website.
• Insurance. Reputable AT providers carry public liability insurance and, where relevant, professional indemnity insurance. You can ask for evidence.
• Worker screening and WWCC. Staff who deliver NDIS supports must hold a valid NDIS Worker Screening Check. For workers who have contact with children, a Working With Children Check (WWCC) is also required in most states and territories.

Building a shortlist

Aim for two or three providers to compare. This gives you options if one provider has a long waitlist or cannot meet your specific needs. Support coordinators often maintain shortlists of AT providers they have worked with before - if you have a support coordinator, ask for their input.

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Step 3 - Ask the right questions before committing

Once you have a shortlist, contact each provider and ask questions before agreeing to anything. A good provider will welcome this.

Here is a list of questions worth asking:

1. Are you registered with the NDIS Commission, and what is your registration group for assistive technology?
2. What experience do you have with [your specific equipment type or disability]?
3. Do you conduct your own AT assessments, or do you work alongside an occupational therapist or other allied health professional?
4. What does the assessment process look like, and how long does it typically take?
5. Can I trial the equipment before the NDIA approves the full purchase?
6. What happens if the equipment is not right for me after it is delivered?
7. What are your repair and maintenance arrangements, and what are the response times?
8. What are your cancellation and rescheduling policies?
9. Do you have current public liability and professional indemnity insurance?
10. Can you provide references from other NDIS participants who have used similar equipment?

Pay attention to how the provider responds. Are they clear and direct? Do they take time to understand your situation? Do they explain costs transparently? These are early signals of how the working relationship will go.

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Step 4 - Read the provider profile carefully and check trust signals

Whether you find a provider through OpenWay or elsewhere, reading their profile carefully is not just about the headline information. Look for the specifics.

Trust signals that matter

NDIS registration. As noted above, this is the strongest structural protection available to you. Registered providers must comply with the NDIS Practice Standards, have a complaints process in place, and can be reported to the NDIS Commission if something goes wrong.

Worker screening. Ask directly whether all staff who will work with you hold a current NDIS Worker Screening Check. This is a legal requirement for registered providers and a strong indicator of safety culture even for unregistered ones.

WWCC. If you have children in your household or the provider will work in environments with children, confirm that relevant workers hold a current Working With Children Check for your state or territory.

Insurance. Public liability insurance protects you if something goes wrong on your property or during service delivery. Professional indemnity insurance is relevant if the provider is also conducting AT assessments. Ask for a certificate of currency if you want to verify.

ABN and business legitimacy. A valid ABN, a professional website, a physical address and responsiveness to enquiries are all basic signals that you are dealing with a real, accountable business.

OpenWay's approach to verifying provider information is outlined on the OpenWay trust and safety page, which explains what checks are applied to listed providers.

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Step 5 - Compare quotes and understand what is included

For mid- and high-cost AT, you will typically need at least one formal quote to submit to the NDIA. Some plans require two quotes for items above a certain threshold.

When comparing quotes, look beyond the total price. Check:

• What is included in the quoted price (assessment, equipment, delivery, fitting, training, warranty)?
• What is excluded (travel, consumables, replacement parts)?
• What the warranty and repair terms are.
• Whether the quote is valid for a specific period (quotes sometimes expire before NDIA approval comes through).
• Whether the provider charges for the assessment separately, and whether that cost is claimable from your plan.

If you are working with a support coordinator, they can help you interpret quotes and identify anything that looks unusual. For support coordinators looking for tools to manage this process, the OpenWay coordinator workspace is designed to support shortlisting and enquiry tracking.

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Step 6 - Confirm everything in a written service agreement

A service agreement is a written contract between you (or your authorised support person) and the provider. It is not optional - it is the document that protects both parties.

Your service agreement for AT should cover:

• The specific supports and equipment to be provided.
• The total cost, including any separate charges for assessment, travel or training.
• The payment method and timing (particularly important for agency-managed participants).
• The cancellation and rescheduling policy, including any cancellation fees.
• What happens if the equipment is delayed, faulty or unsuitable.
• Complaint and dispute resolution processes.
• How the agreement can be changed or ended by either party.

Read the agreement carefully before signing. If something is unclear, ask the provider to explain it. You are entitled to take time to review it - a reputable provider will not pressure you to sign immediately.

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Step 7 - Review the arrangement after delivery

Choosing a provider does not end at signing. Once equipment is delivered and you have had time to use it, take stock.

• Is the equipment working as expected?
• Did the training adequately prepare you to use it?
• Is the provider responsive when you have questions or issues?
• Are repairs and maintenance being handled within the agreed timeframes?

If something is not right, raise it with the provider first using their complaints process. If that does not resolve the issue, you can contact the NDIS Commission. For registered providers, the Commission has formal oversight powers.

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AT provider checklist

Use this checklist before signing a service agreement with any assistive technology provider.

• Provider is NDIS-registered (or you have confirmed your plan allows unregistered providers)
• ABN verified on the Australian Business Register
• Provider has experience with your specific AT type and disability
• Service area confirmed (including home visits if required)
• All workers hold a current NDIS Worker Screening Check
• WWCC confirmed where relevant
• Public liability insurance confirmed
• Professional indemnity insurance confirmed (if provider conducts assessments)
• Questions about assessment process, trials, repairs and cancellations answered satisfactorily
• Quote reviewed and all inclusions/exclusions understood
• Written service agreement signed before any supports commence
• Complaint and dispute resolution process understood

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Frequently asked

Do I have to use a registered NDIS provider for assistive technology?

It depends on how your plan is managed. If your plan is agency-managed (managed by the NDIA), you must use NDIS-registered providers for all supports, including AT. If your plan is plan-managed or self-managed, you can use unregistered providers, but registered providers offer stronger protections because they are audited against the NDIS Practice Standards and subject to NDIS Commission oversight.

What is the difference between an AT assessment and an AT quote?

An AT assessment is usually conducted by an occupational therapist or other qualified allied health professional. It establishes what equipment will best meet your functional needs and why. A quote is a formal price document from a provider for a specific item or items. For mid- and high-cost AT, the NDIA generally requires both before approving funding. Some AT providers work alongside OTs; others operate separately.

Can I change my AT provider if I am not happy?

Yes. You can change providers, though it is worth checking your service agreement for any notice period or exit conditions. If you are agency-managed, the new provider must also be NDIS-registered. Switching providers mid-way through a complex AT process (such as a custom wheelchair build) can cause delays, so it is worth raising concerns with your current provider first and giving them the opportunity to resolve the issue.

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How OpenWay can help

OpenWay is a free-to-use marketplace for NDIS participants, families and support coordinators to find and compare disability service providers across Australia. You can browse assistive technology providers listed on OpenWay, filter by service area and support type, read provider profiles, and send enquiries directly - all without any cost to you as a participant.

If you are a support coordinator managing AT requests for multiple participants, the OpenWay coordinator workspace gives you tools to shortlist providers, track enquiries and share options with participants and their families efficiently.

OpenWay does not deliver supports, handle NDIS plan funds or make funding decisions. It is a place to find and connect with providers - the relationship and agreement are always between you and the provider you choose.

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.