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NDIS FAQs

The National Disability Insurance Scheme is the national way Australia funds supports for people with permanent and significant disability. The NDIS can be complicated, and the rules can change. For the most up-to-date and official information, we recommend checking ndis.gov.au.

These answers are about the scheme in general. For questions about working with us specifically, see our FAQs.

The scheme, and who runs it

What is the NDIS?
The National Disability Insurance Scheme is the national way Australia funds supports for people with permanent and significant disability. Funding goes to the individual rather than to services, so the person chooses who provides their support. It is administered by the National Disability Insurance Agency (NDIA).
Who decides whether someone is eligible?
The NDIA does. Eligibility is set out in the National Disability Insurance Scheme Act 2013 and considers age, residency, and whether a person has a permanent and significant disability affecting everyday activities. Providers such as Experience Life have no role in that decision. Check current criteria at ndis.gov.au.
What is the difference between the NDIA, the NDIS Commission and a provider?
The NDIA runs the scheme and approves plans and funding. The NDIS Quality and Safeguards Commission regulates providers and handles complaints about them. A provider, such as Experience Life, delivers the actual support. They are three separate organisations.

Your plan, your funding, your choice

What does "plan managed", "self managed" and "NDIA managed" mean?
These are the three ways NDIS funding can be handled. Self-managed means you pay providers and claim back yourself. Plan-managed means a plan manager handles invoices and payments for you. NDIA-managed means the NDIA pays registered providers directly. Which one applies affects how a provider invoices you, and you can ask to change it at a plan review.
Do I have to use a registered provider?
It depends on how your NDIS funding is managed. If your plan is NDIA-managed, you need to use registered NDIS providers. If your funding is plan-managed or self-managed, you have greater choice over the providers you use. Experience Life is a registered NDIS provider, which means our services can be accessed under NDIA-managed, plan-managed and self-managed funding. Experience Life is also registered to provide Supported Independent Living (SIL), effective 1 July 2026. SIL provides support with daily life at home and is tailored around each person’s individual needs, routines and goals. Support may include personal care, household tasks, meal preparation, medication support and building everyday living skills.
Can I change providers?
Yes. Choice and control are core to the scheme - you can change provider, and you do not have to give a reason. Your service agreement will set out notice periods. If you are considering a change, we are happy to talk it through, without any pressure to switch.

Quality, safety and getting help

What are the NDIS Practice Standards?
They are the quality and safety requirements registered providers are measured against, covering rights, governance, service delivery and the working environment. Registered providers are independently audited against the standards that apply to what they deliver.
What is the NDIS Code of Conduct?
A set of obligations that applies to everyone working in the NDIS, registered or not. It covers acting with respect and integrity, delivering supports safely and competently, and preventing and responding to violence, abuse, neglect and exploitation. The Code is enforced by the NDIS Quality and Safeguards Commission.
How do I make a complaint about a provider?
Raise it with the provider first if you feel able to. You can also go directly to the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au. Making a complaint should never affect the support someone receives.
Who can help me understand my plan?
If your plan includes Support Coordination, your Support Coordinator can help you understand your funding and how it can be used. Your Local Area Coordinator (LAC) can also help you navigate the NDIS and connect you with the right supports. If you’re looking for independent advice, an advocate through the National Disability Advocacy Program can help you understand your rights and choices. Not sure who to ask? Give us a call. We’re happy to point you in the right direction.

Useful contacts

Call 1300 507 994