How to Change Support Coordinators in Your NDIS Plan
A support coordinator should make your NDIS plan easier to use, not leave you chasing updates, feeling unheard, or uncertain about your next step. If the relationship is no longer working, learning how to change support coordinators can help you regain confidence and get support that reflects your goals, preferences and circumstances.
Changing coordinators can feel uncomfortable, particularly when someone has been involved in sensitive conversations about your disability, family or personal life. But you are entitled to choose who supports you. The right coordinator will listen carefully, communicate clearly and help you make informed decisions without taking control away from you.
When it may be time to change your support coordinator
There does not need to be one dramatic event for you to make a change. Sometimes the fit simply is not right. You might need more regular contact, clearer explanations, stronger local provider knowledge or a coordinator who better understands your culture, communication style or disability-related needs.
Other signs can include repeated delays in responding, poor follow-through on agreed actions, difficulty accessing your plan information, or feeling pressured into services you do not want. A support coordinator cannot guarantee that every provider has availability or that every request can be funded, but they should be honest about this and continue looking for practical options with you.
It may also be time for a new approach if your situation has changed. For example, moving home, starting school, leaving hospital, looking for supported accommodation, or managing a change in mental health can require more responsive and specialised coordination. Your needs can change over the life of your NDIS plan, and your supports should be able to change with them.
Your choice comes first
As an NDIS participant, you generally have the choice of provider for the funded supports in your plan. Your coordinator works for you, whether their invoices are paid by the NDIA, a plan manager or directly by you. You do not need permission from your current coordinator to explore other options.
Before ending an arrangement, check your service agreement. This document should explain notice periods, cancellation terms, how records are handled and any outstanding invoices. A notice period is common and can support an orderly handover, but it should not stop you from making a choice that protects your wellbeing or safety.
If you are concerned about serious misconduct, privacy, safety or misuse of funding, you may need to act more quickly. Keep notes of what happened and seek advice from the NDIA or an appropriate complaints service. In urgent situations, focus first on ensuring essential supports continue.
How to change support coordinators step by step
The process is usually straightforward when it is planned around continuity of support. You can take it at your own pace unless there is an urgent concern.
1. Check your funding and current agreement
Look at your NDIS plan to confirm that Support Coordination funding is included. It may be listed as Support Connection, Coordination of Supports or Specialist Support Coordination. The level of funding can affect the type and amount of assistance available, so a prospective provider should explain what they can reasonably deliver within your budget.
Then review your current service agreement. Note the notice period, the date services will finish and whether there are any reports, referrals, provider contacts or plan documents you need copied or transferred. If you do not have a copy, ask for one in writing.
2. Choose a coordinator who suits you
A good match is about more than availability. Consider how you prefer to communicate, what matters most in your life and the complexity of your plan. Some participants want regular phone calls and practical help contacting providers. Others need a coordinator with experience in psychosocial disability, housing, complex supports, therapy coordination or working alongside families and guardians.
When speaking with a new provider, ask how quickly they can start, who your main contact will be and how often you can expect to hear from them. It is also reasonable to ask how they keep you involved in decisions, how they manage conflicts of interest and whether they understand providers in your local area.
For participants and families across Western Australia, cultural understanding can be especially valuable. A coordinator who respects your language, faith, family structure and community connections can make planning conversations more comfortable and useful.
3. Give written notice to your current provider
Once you have decided, send a short written email or letter. You can keep it simple: state that you are ending the service agreement, give the final date in line with the agreement where possible, and request a handover of relevant information.
You do not have to provide a detailed reason. If you would like to share feedback, you can, particularly if it may improve the service for others. However, your priority is a respectful, clear exit that protects your privacy and keeps your plan moving.
Ask your current coordinator to provide copies of useful records, such as your plan implementation notes, service bookings, progress reports, risk information, referrals and contact details for providers you wish to continue using. Your personal information belongs to you. You can decide what is shared with your new coordinator.
4. Arrange a clear handover
If you feel comfortable, ask both coordinators to arrange a handover conversation. This can prevent services from being missed and reduce the need for you to repeat your story. You may choose to attend yourself, or ask a family member, nominee, guardian or advocate to be involved.
The handover should cover what is currently working, what still needs action, upcoming appointments, provider agreements, budget considerations and any urgent matters. Confirm who will contact each provider and by when. Put key actions in writing so everyone understands their responsibilities.
If you do not want your former coordinator involved, you can still give your new coordinator the information they need directly. A handover meeting is helpful, not compulsory.
Keeping your supports running during the change
The biggest practical risk when changing coordinators is a gap in essential services. This matters most if you rely on daily personal care, transport, therapy, accommodation supports or psychosocial assistance. Before the old arrangement ends, make sure you know which providers are booked, what their service agreements say and whether your funding is being claimed correctly.
Your support coordinator is not the provider of every service in your plan, so changing coordinators does not automatically cancel your other supports. You can usually keep the same support workers, therapist or accommodation provider if you are happy with them. The new coordinator can then help review whether those services continue to meet your goals.
Where possible, avoid changing several providers at once unless there is a safety reason. A staged change can feel more manageable, especially for children, people with complex health needs and participants who find new relationships stressful.
What to look for in a new support coordinator
The best coordinator will not make decisions for you. They will explain your options in plain language, help you understand your funding and support you to speak up about what you want. They should be organised enough to follow through, while remaining flexible when life changes.
Look for someone who asks about your goals before suggesting providers. Your goals might involve living more independently, building daily living skills, connecting with community, improving wellbeing, finding appropriate housing or supporting a child to participate at school and home. Coordination should connect the practical details of your plan to the life you want to build.
It also helps to choose a provider with clear communication standards. Ask what happens if your coordinator is away, how urgent issues are handled and whether there is a team available to provide continuity. Fast access matters, but ongoing reliability matters just as much.
Arise Services provides person-centred Support Coordination for participants who want practical guidance, responsive communication and support that remains focused on their individual goals. A multicultural team can also help participants and families feel understood throughout the process.
If the change does not solve the problem
A new coordinator can improve communication and plan implementation, but some barriers sit outside their control. Your plan may not have enough funding for the support you need, suitable providers may have limited availability, or your goals may need to be considered at a plan reassessment.
A capable coordinator will be upfront about these limits and help you identify the next appropriate action. That may include gathering evidence, requesting a plan review, speaking with providers about alternatives or connecting with informal and community supports. You deserve realistic advice as well as encouragement.
Changing support coordinators is not about being difficult or disloyal. It is a practical decision to make sure the person helping you navigate your NDIS plan is supporting your voice, your choices and your next steps.