An NDIS provider referral is a request to discuss whether a service can meet someone’s support needs. It does not approve funding, reserve a worker or commit the person to using that provider.

Before making contact on another adult’s behalf, ask whether they want the enquiry made and how they would like to be involved. You can help organise the information while keeping their preferences central to the discussion.

Check permission and the preferred contact

Explain which provider you intend to contact and what you want to share. Ask whether the person wants the first response themselves, wants you involved or would prefer a joint conversation.

Confirm any representative’s authority where relevant. Being a family member does not automatically establish authority to make every decision or share every record.

The NDIS Commission's rights and responsibilities standards cover informed choice, communication and privacy. Those principles matter at the first enquiry as well as during ongoing support.

Prepare a clear description of the request

A useful introductory referral can explain:

  • The type of support being explored.
  • The suburb or area where support is needed.
  • The tasks and days or times being considered.
  • Whether the person is exploring options or replacing existing support.
  • How the person prefers to communicate.
  • Who has permission to receive a reply.

Use the person’s own description where possible. “Help preparing dinner on weekday evenings” is more useful than a broad request for “all available services”.

If timing matters, explain the proposed date and why. Ask the provider to confirm capacity rather than treating that date as agreed. A referral cannot substitute for an immediate safety or continuity plan where essential support is about to stop.

Share only what is needed at this stage

Check the provider’s enquiry instructions before sending documents. An initial capacity enquiry may not need a full NDIS plan, medical history, participant number or reports about other people.

If more information is needed, ask why, who will see it and how it should be transferred. Confirm the person’s agreement and use the provider’s approved method. Keep a record of what was shared and with whom.

For an introductory enquiry to 5 Point Care, use the referral form. It asks you to leave identifying participant details out of the first enquiry and confirm permission when enquiring for someone else. Start with your contact details and the support being explored.

Confirm what happens after the enquiry

Ask the provider to confirm receipt and explain the next step. This might be a conversation about support needs, costs and availability before deciding whether to proceed.

Use the provider comparison and first-meeting guide to prepare questions about support, workers and costs. The participant should have time to compare options before agreeing to proceed.

For a provider change, record who is responsible for each handover task. Confirm the new arrangement before relying on it, and check the existing agreement’s notice requirements. Keep the participant and the people they choose informed of agreed dates, unanswered questions and who will follow up.

For a change of service, use the provider-change checklist to plan notice, replacement support and the handover.