NDIS basics: a starter guide for new participants

Getting your NDIS plan approved is a big moment. After assessments, conversations with planners and a fair amount of paperwork, you finally have a funded plan in your hands. But for many new participants, that moment is quickly followed by a question: what do I actually do now?

This guide is written for you. It covers the key things you need to understand in the first few weeks after your plan is approved - support categories, how your plan can be managed, how to find and choose providers, and what signing a service agreement actually means. None of it needs to be figured out all at once, and none of it is as complicated as it might first appear.

If you are supporting a family member or friend who just received their plan, this guide is useful for you too. You can also explore the NDIS participant resources on OpenWay to find providers and understand your options as you go.

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What is actually in your NDIS plan?

Your plan is a document that outlines your funded supports - the things the NDIS has agreed to pay for based on your goals and disability-related needs. It has a few key parts worth understanding from the start.

Your goals

Every NDIS plan includes goals. These are the outcomes you told your planner you wanted to work towards - things like improving your independence at home, building social connections, or getting back into work or study. Your funded supports are meant to help you work towards these goals.

Goals are not a rigid contract. They can be updated when your plan is reviewed, and your day-to-day choices do not have to perfectly match the exact wording in your plan. They are a guide, not a checklist.

Your support budget

Your plan includes a total funding amount, broken into different support categories. Each category covers a specific type of support. The main ones most participants encounter are:

• Core Supports - everyday assistance like personal care, help around the home, community access and some transport. This is often the most flexible budget.
• Capacity Building Supports - things that help you build skills and independence over time, like support coordination, therapy, employment support or improved daily living.
• Capital Supports - bigger items like assistive technology or home modifications. These are usually tied to specific approved items.

The amounts in each category are set by the NDIA. Some categories allow more flexibility than others in how you spend the funds.

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Understanding plan management: who handles the money?

One of the most important decisions you will make early on is how your plan is managed. This affects who pays your providers and how much control you have over which providers you can use.

There are three options:

1. NDIA-managed (also called agency-managed)

The NDIA pays your providers directly. Providers must be registered with the NDIS Commission to be paid this way. This option involves less administration for you, but it limits your choice to registered providers only.

2. Plan-managed

A registered plan manager handles the financial side on your behalf. They pay your providers, keep track of your budget and send you regular statements. Crucially, plan management unlocks the ability to use both registered and unregistered providers, which can significantly expand your options. The cost of plan management is funded separately in your plan - it does not come out of your other supports.

3. Self-managed

You manage your own funds, pay providers directly and claim reimbursement from the NDIA portal. This gives you the most flexibility and control, including using unregistered providers and negotiating your own rates. It does require more time and record-keeping, so it suits people who are comfortable with administration or have someone to help them.

If you are not sure which option suits you, it is worth speaking with a support coordinator or someone who knows the scheme well. Your plan management type can be changed at your next plan review if you find it is not working for you.

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What is a support coordinator and do you need one?

A support coordinator is a professional who helps you understand and use your plan. They can help you find providers, set up service agreements, resolve problems and prepare for your plan review. Support coordination is funded through your Capacity Building budget, and not every plan includes it - but many do, especially for participants who are new to the scheme or have more complex needs.

If your plan includes support coordination funding, it is usually worth using it, at least in the early stages. A good support coordinator can save you a lot of time and stress when you are just getting started.

Support coordinators can use tools like the OpenWay coordinator workspace to search for providers, compare options and share shortlists with participants. If your coordinator is using OpenWay, they can send enquiries to providers on your behalf and keep track of the options you are considering.

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How to find the right providers for your needs

Finding providers is one of the most practical challenges new participants face. You are looking for people or organisations that deliver the specific types of support in your plan, are available in your area, and are a good fit for you personally.

Here is a simple approach to getting started:

1. Identify what supports you need first. Look at your plan categories and think about which ones you want to activate in the first few weeks. Personal care, therapy and community access are common starting points.
2. Make a list of what matters to you. Do you need a provider who speaks a particular language? Has experience with your specific disability? Can see you on certain days? Knowing your priorities makes it easier to filter your options.
3. Search for providers in your area. You can browse NDIS providers across Australia on OpenWay and filter by support type, location and other criteria. Provider profiles include information about their services, registration status and contact details.
4. Reach out to a few options. Do not feel like you have to commit to the first provider you speak to. It is reasonable to make initial enquiries with two or three providers before deciding.
5. Ask questions before you commit. Good questions to ask include: What does a typical session or visit look like? How do you handle cancellations? What happens if my regular worker is unavailable?

You do not have to find every provider at once. Many participants start with one or two key supports and build from there.

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What is a service agreement and why does it matter?

Once you have chosen a provider, they will usually ask you to sign a service agreement before supports begin. A service agreement is a written contract between you and the provider that sets out the terms of your arrangement.

A service agreement typically covers:

• The specific supports the provider will deliver
• How often and for how long
• The price for each support (which must align with the NDIS Pricing Arrangements)
• Cancellation and notice policies
• How disputes will be handled
• Your rights as a participant

Reading your service agreement carefully before signing is important. If something is unclear, ask the provider to explain it. If you have a support coordinator, they can review it with you.

A few things to watch for:

• Cancellation policies - providers are allowed to charge a cancellation fee if you give less than a certain amount of notice. The NDIS Pricing Arrangements set limits on what they can charge, but the specific terms should be written into your agreement.
• Lock-in periods - some agreements include a minimum commitment period. Make sure you understand how to exit the arrangement if it is not working out.
• Non-face-to-face charges - some providers charge for time spent on tasks like writing reports or making calls on your behalf. This should be disclosed in your agreement.

You have the right to ask for changes to a service agreement before signing. You also have the right to end an agreement, subject to the notice period in the contract.

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A few things that often catch new participants off guard

Even with a good understanding of the basics, there are a few common surprises worth knowing about in advance.

Your plan has an end date. NDIS plans run for a set period, usually 12 months, and then go through a review. Keeping notes on how you used your supports and what difference they made will help you prepare for that review.

Unspent funds do not roll over automatically. If you do not use your funding within the plan period, it generally does not carry over. This is a reason to activate your supports reasonably promptly rather than waiting.

You can change providers. If a provider is not the right fit, you are not stuck. You can end a service agreement (with appropriate notice) and find someone else. You are the customer.

You can check OpenWay's approach to provider information. If you want to understand how provider listings are verified and what safety checks are in place, the OpenWay trust and safety page explains how the platform works and what to look for when evaluating a provider.

Getting support is not a sign of weakness. Many new participants feel uncertain about asking for help navigating the scheme. Support coordinators, Local Area Coordinators (LACs) and peer support groups exist specifically for this. Use them.

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Frequently asked

Can I change my mind about which providers I use after my plan is approved?

Yes. You are not locked into any provider unless you have signed a service agreement with a specific notice or lock-in period. Even then, you can exit an agreement by following the terms you agreed to. You have the right to choose providers who suit your needs, and you can switch if your circumstances change or if a provider is not meeting your expectations.

What if my plan does not include funding for something I need?

If you believe a support is reasonable and necessary and should have been funded, you can request a plan review or an internal review of the NDIA's decision. It is worth speaking with your support coordinator or a disability advocacy organisation if you think something has been missed. The NDIS has formal review processes, and many participants have had decisions changed through those processes.

How do I know if a provider is legitimate and safe?

Registered NDIS providers are listed on the NDIS Commission's Provider Register and must meet registration standards, including worker screening checks. Unregistered providers can still be used under plan-managed or self-managed plans, but it is worth doing your own checks - asking for references, reviewing their profile carefully and trusting your instincts in conversations. OpenWay profiles include registration status and other details to help you evaluate your options.

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How OpenWay can help

Starting your NDIS journey can feel like a lot to take in, but you do not have to figure it all out alone. OpenWay is a free-to-use marketplace for NDIS participants and their families, designed to make finding suitable providers simpler.

You can explore NDIS providers for participants on OpenWay, filter by support type and location, read provider profiles and send enquiries - all without any cost to you. OpenWay does not handle your plan funds or bill the NDIS. It is simply a place to find and compare your options.

If you have a support coordinator, they can also use OpenWay to search on your behalf and share shortlists with you. Whether you are just activating your first supports or looking to make a change, browsing the full directory of NDIS providers on OpenWay is a practical place to start.

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.