How to Change Your NDIS Support Coordinator (Without the Guilt)
Let's get this out of the way first: you are allowed to change your support coordinator. At any time. For any reason.
You don't need to justify it. You don't need to wait for your plan review. And you definitely don't need to feel guilty about it.
We hear from people all the time who've been sitting with a support coordinator who isn't working out, sometimes for months, because they feel bad about leaving. Maybe the coordinator is a nice person. Maybe they helped at the start. Maybe you just hate awkward conversations.
All of that is understandable. But your NDIS plan is there to support you, and if the person coordinating that support isn't getting the job done, you're the one who misses out.
Why People Change Support Coordinators
There's no single reason. Here are some of the most common ones we see in Adelaide:
They don't return calls or emails. You send a message on Monday, and by Thursday you're still waiting. This is probably the number one complaint we hear. Support coordination only works if your coordinator is actually reachable.
Nothing seems to happen. You had a meeting, talked about goals, and then... silence. No follow-up. No provider connections. No progress. A good support coordinator should be actively working on your plan between meetings, not just waiting for you to chase them.
They don't explain things clearly. The NDIS is complicated enough without a coordinator who talks in acronyms and jargon. If you leave meetings more confused than when you started, that's a problem.
Your needs have changed. Maybe you started with a coordinator who was great for getting set up, but now you need someone with more experience in a specific area, like mental health, housing, or employment supports.
The relationship just doesn't feel right. Sometimes it's not about anything specific. You just don't click, and that makes it hard to be open about what you need. That's a perfectly valid reason to move on.
Your Right to Choose
Under the NDIS, you have the right to choose and change your providers. This isn't a loophole or a technicality. It's written into the NDIS Act and the Participant Service Charter.
Your support coordination funding belongs to you. It sits in your plan under Capacity Building, and you decide who provides that service. No one can stop you from changing, and no one should pressure you to stay.
How to Actually Make the Switch
Here's the step-by-step process. It's simpler than most people expect.
Step 1: Find Your New Support Coordinator First
Before you end things with your current coordinator, it helps to have your next one lined up. That way there's no gap in support.
Look for someone who:
- Has experience with your specific needs
- Is based in or services your area (whether that's Adelaide CBD, the suburbs, or regional South Australia)
- Communicates in a way that works for you
- Is actually taking on new participants
You can search the NDIS provider finder, ask other participants for recommendations, or get in touch with us directly to see if we're a good fit.
We've written a full guide on how to choose a support coordinator if you want more detail on what to look for.
Step 2: Check Your Service Agreement
Most service agreements include a notice period, usually 14 days, though some say 30. Dig out your agreement and check the termination clause.
If you never signed an agreement (it happens), you can still leave. The agreement protects both sides, but the absence of one doesn't trap you.
If you're not sure what your agreement says, your new support coordinator can help you read through it.
Step 3: Let Your Current Coordinator Know
This is the part people dread. Here's the thing: support coordinators deal with this regularly. It's part of the job. A professional coordinator will handle it gracefully.
You can do this by:
- Phone or video call if you're comfortable with a conversation
- Email if you'd prefer something in writing
You don't need to give a detailed explanation. Something like this is fine:
"Hi [name], I've decided to move to a different support coordinator. I'd like to give my [14/30] days' notice as per our agreement. Thank you for your help so far."
That's it. You don't owe a performance review.
Step 4: Sort Out the Handover
Your outgoing coordinator should:
- Provide a summary of what's been done so far
- Share any relevant reports or documents
- Let current providers know about the change (or hand that task to your new coordinator)
Your new coordinator should:
- Set up an initial meeting with you
- Review your current NDIS plan
- Pick up any loose threads
If your outgoing coordinator is unresponsive during the handover (it happens more often than it should), your new coordinator can work directly with your providers and the NDIA to get what they need.
Step 5: Update the NDIA
Your new support coordinator will handle this part. They'll create a new service booking in the NDIS portal so they can claim against your plan. Your old coordinator's service booking gets ended.
You don't need to call the NDIA yourself, though you can if you want to.
What If Your Coordinator Pushes Back?
Occasionally, a coordinator will try to talk you out of leaving. They might say things like:
- "You'll lose your funding if you switch"
- "It's too close to your plan review to change"
- "You need to go through the NDIA to get permission"
None of that is true.
Your funding doesn't change when you switch coordinators. You can change at any point in your plan. And you don't need NDIA permission.
If a coordinator pressures you to stay, that's actually a red flag, and it confirms you're making the right call.
If you feel genuinely uncomfortable or pressured, you can raise a complaint with the NDIS Quality and Safeguards Commission.
Will It Cost Me Anything?
Changing coordinators doesn't cost you extra funding. Your support coordination budget stays the same.
The only thing to be aware of is that both your outgoing and incoming coordinator will use some of your funding during the handover period. A small overlap is normal and expected. If you're worried about your remaining budget, ask your new coordinator to check your plan balance before they start.
What About Mid-Plan Changes?
You don't need to wait for your plan review. You can change support coordinators at any point during your plan.
Some people worry that switching mid-plan will somehow flag their file or cause problems at their next review. It won't. The NDIA expects participants to exercise choice and control. That's the whole point.
How to Avoid the Same Problem Next Time
A few things that help:
Ask questions upfront. Before signing with a new coordinator, ask how often they'll be in contact, how quickly they respond to messages, and what their approach looks like. Our guide on what happens at your first meeting covers this in detail.
Set expectations early. Let your new coordinator know what didn't work last time. If slow communication was the issue, say so. A good coordinator will appreciate the honesty.
Review your service agreement. Make sure you understand the notice period, how often you'll meet, and what's included. More on that in our service agreements guide.
What to Do Right Now
If you've been thinking about changing your support coordinator, here's your next step:
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If you already know you want to switch, contact us or call another provider to start the conversation. No commitment needed for a first chat.
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If you're not sure yet, write down what's not working. Sometimes seeing it on paper makes the decision clearer.
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If you're nervous about the conversation, remember: you're not firing a friend. You're choosing a different professional service. That's your right.
You don't have to chase this alone. A good support coordinator will make the switch easy for you, and they'll hit the ground running so you don't lose momentum on your goals.
Get in touch with NIR to talk about whether we're the right fit for your next step.
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