Changing your Support Coordinator can feel daunting — but it's more straightforward than most people realise, and it's absolutely your right as an NDIS participant.
If your current coordinator isn't responsive, doesn't seem across your plan, or you simply feel like the relationship isn't working, you don't have to stay. Here's how to make the switch smoothly.
You Are Allowed to Change
This is worth saying clearly: your NDIS funding belongs to you, and you choose who provides your supports. You don't need a reason your coordinator would agree with. You don't need to justify your decision to the NDIA. If it's not working, you can change.
Step 1: Check Your Service Agreement
When you engaged your current Support Coordinator, you should have signed a service agreement. This document will outline the notice period required to end the arrangement — usually between 2 and 4 weeks.
If you can't find your service agreement, check your email or ask your coordinator to send you a copy. If no written agreement exists, reasonable notice is still expected — two weeks is generally considered fair.
Step 2: Find Your New Coordinator First
Before you give notice to your current coordinator, it's worth identifying and confirming your new coordinator. This avoids a gap in your supports and ensures continuity — particularly important if you have complex needs or an upcoming plan review.
When speaking to potential new coordinators, ask:
- What is your current caseload size?
- Will I have a consistent point of contact?
- How quickly do you typically respond to calls and messages?
- Do you have experience supporting participants with my disability type?
Step 3: Give Notice in Writing
Once you've confirmed your new coordinator, give notice to your current one in writing — an email is fine. Keep it simple and professional. You don't owe a lengthy explanation.
Something like: "I am writing to give notice that I will be ending my service agreement with [provider name] effective [date]. Thank you for your support."
Step 4: Transition Your New Coordinator
Your new coordinator will need access to your NDIS plan, any relevant reports, and contact details for your current providers. Your outgoing coordinator should assist with this handover — it's part of their professional responsibility.
Your new coordinator will set up a new service agreement and typically schedule an initial meeting to get across your situation before taking over fully.
What If Things Are Difficult?
Occasionally, transitions don't go smoothly — a coordinator may push back, delay the handover, or make the process harder than it needs to be. If this happens, you can contact the NDIA directly, or seek support from an independent advocate (noting that this is separate from Support Coordination).
Considering a Change?
At Lumen Collective, we support participants across Sydney and remotely throughout NSW, QLD and VIC. We're a small collective, which means participants work directly with their coordinator — with consistent, responsive support from day one.
If you're thinking about making a change, get in touch. We're happy to have a no-obligation conversation about whether we'd be a good fit.