NDIS Support Coordination: What It Is and How to Get the Most From It

Support coordination is a funded NDIS support that helps you understand your plan, connect with providers, and build your ability to manage your supports independently over time.

A support coordinator works with you, not for you. Their job is to help you exercise choice and control — finding the right providers, navigating the system, and building capacity so that you eventually need less coordination support.

Support coordination is funded from your Capacity Building budget. Not everyone gets it — it depends on the complexity of your situation and what the NDIA considers reasonable and necessary.

The NDIS funds three levels of support coordination, each with different hourly rates:

Level 2 (Coordination of Supports) is the most common. Your coordinator helps you find and connect with providers, negotiate service agreements, manage issues, and build your capacity to coordinate independently.

Level 3 (Specialist Support Coordination) is for participants facing complex barriers — for example, those in contact with the justice system, at risk of homelessness, or navigating multiple service systems simultaneously.

Note: Level 2 and Level 3 support coordination rates have been frozen since 2019 — over 6 years without an increase. This has led to some providers exiting the market or reducing services, particularly in regional areas.

According to the NDIA, your support coordinator should:

• Help you understand your plan — explain your budgets, support categories, and how to use your funding
• Connect you with providers — research options, provide a shortlist, and help you make informed choices
• Set up service agreements — help negotiate and review agreements with your providers
• Monitor delivery — check that providers are delivering what was agreed and that your supports are working
• Build your capacity — over time, help you develop the skills and confidence to manage more independently
• Report to the NDIA — provide progress reports on how your plan is being implemented
• Help with plan reviews — gather evidence and assist you in preparing for your next plan review
• Respond to crises — if something goes wrong (a provider issue, a change in circumstances), help you find solutions

Your coordinator should not make decisions for you. They should present options, explain the pros and cons, and support you in making your own informed choices.

This is a critical issue in the NDIS sector. Many support coordination businesses also provide other NDIS services (like therapy, support work, or plan management). This creates a conflict of interest when the coordinator recommends their own organisation's services.

The NDIS rules on conflict of interest require:

• Disclosure — coordinators must tell you if they have a connection to a provider they recommend
• Choice — you must always be offered a choice of providers, not just the coordinator's affiliated services
• Separation — the NDIS Commission has moved to require greater separation between coordination and service delivery functions

What this means for you: If your support coordinator only recommends providers from their own organisation, ask why. Request at least 2-3 options from different organisations. A good coordinator will proactively disclose any conflicts and prioritise your choice.

If you feel your coordinator is steering you towards their own services rather than acting in your interest, you can lodge a complaint with the NDIS Quality and Safeguards Commission on 1800 035 544.

When choosing a support coordinator, consider:

• Independence — are they independent from other service providers, or do they also deliver supports? Independent coordinators are less likely to have conflicts of interest.
• Experience with your disability type — a coordinator who understands your specific needs can connect you with more relevant providers.
• Local knowledge — they should know the provider landscape in your area, including which providers have availability and short wait times.
• Communication style — do they explain things clearly? Are they responsive when you have questions?
• Caseload — how many participants does the coordinator manage? A coordinator with too many participants may not have enough time for you.

Ask for a meet-and-greet before committing. Most coordinators will offer an initial conversation to assess whether they are the right fit.

The amount of support coordination funding in your plan depends on:

• The complexity of your situation
• How many providers and services are in your plan
• Whether you are new to the NDIS or have been a participant for some time
• Your capacity to coordinate independently

Typical allocations vary widely. A participant with a straightforward plan might receive 20-30 hours per year, while someone with complex needs might receive 60-80+ hours.

Your coordinator should track their hours and discuss budget usage with you regularly. If your coordination funding is running low, they should help you plan how to use the remaining hours effectively, or support you in requesting a plan review.

These are different services that are often confused:

Many participants benefit from having both a support coordinator and a plan manager. The coordinator helps you find and manage providers, while the plan manager handles the money.

You can change support coordinators at any time. Steps:

• Talk to your coordinator first — explain your concerns and give them a chance to address them
• Check your service agreement — note the cancellation terms and notice period (typically 14 days)
• Find a new coordinator — use our directory to search for alternatives in your area
• Give notice — provide written notice to your current coordinator
• Notify your plan manager — if you have one, let them know about the change so invoices go to the right place

If you believe your coordinator has acted improperly (for example, steering you to their own services without disclosure, or failing to act on a safety concern), report it to the NDIS Quality and Safeguards Commission.