Why Independent Support Coordination Matters
Mar 12
/
Mary Ingerton
A recent article published by HelloCare raised concerns from within the NDIS sector about tactics allegedly used by some providers to sideline ethical Support Coordinators. The article highlights the growing tension that can occur when organisations provide both Support Coordination and direct NDIS-funded services to the same participant.
While this model is currently permitted within the NDIS, it has long been recognised that it carries inherent risks of conflict of interest. Increasingly, sector leaders, government reviews and regulatory bodies are acknowledging that the role of Support Coordination works best when it is independent from service delivery.
Understanding why independence matters is critical for participants, families and the broader disability support ecosystem.
The Role of Support Coordination
Support Coordinators play a pivotal role in the NDIS. They help participants:
• understand and implement their NDIS plans
• connect with appropriate providers
• build capacity to manage supports over time
• resolve service challenges
• navigate the complexities of the NDIS system
At its core, the role is designed to enable participant choice and control. Support Coordinators help people interpret their plan and explore the range of services available so they can make informed decisions about who delivers their supports.
For this reason, the role relies heavily on trust, impartiality and advocacy.
The Conflict of Interest Challenge
A conflict of interest arises when a Support Coordinator or their organisation stands to gain financially from the services they recommend.
For example, a provider may offer:
• Support Coordination
• Supported Independent Living (SIL)
• therapy services
• community participation supports
• support workers
If the same organisation coordinates the participant’s plan and also provides these services, there may be pressure, conscious or unconscious, to recommend their own programs and services.
The NDIA already recognises this risk. NDIS guidance to providers clearly states that conflicts of interest must be declared and actively managed, particularly where a Support Coordinator’s organisation also delivers other supports.
Examples of conflicts of interest identified by the NDIS include:
• Support Coordinators recommending services from their own organisation
• limiting participant awareness of alternative providers
• steering participants toward internal services
While many organisations work ethically to manage these conflicts, the structural risk remains.
Why Independence Strengthens the NDIS
Independent Support Coordinators provide an important safeguard within the NDIS ecosystem, because they are not financially connected to service delivery, so they are better positioned to:
• Provide unbiased advice - Participants can explore the full range of providers in the market rather than being limited to services
within a single organisation.
within a single organisation.
• Advocate confidently for participants - Independent Support Coordinators can raise concerns about service quality, value for
money or participant outcomes without organisational pressure.
money or participant outcomes without organisational pressure.
• Encourage market diversity - Independent Support Coordinators help strengthen a healthy and competitive service market by
connecting participants with a diverse range of providers.
connecting participants with a diverse range of providers.
• Protect participant choice and control - Participants remain in the driver’s seat when decisions are guided by their goals rather
than provider interests.
than provider interests.
• Maintain trust in the system - When families know that advice is impartial, confidence in the NDIS grows.
Reform Discussions Moving in this Direction
The importance of independent Support Coordination has also been recognised at the national policy level.
The Disability Royal Commission recommended that the Australian Government create or amend NDIS Rules to clarify that it is generally not appropriate for a provider delivering Support Coordination to also deliver other funded supports to the same participant, except in limited situations such as thin markets or specialist services.
This recommendation reflects broader concerns raised throughout the Royal Commission about conflicts of interest and the need for stronger safeguards within the NDIS.
More recently, the NDIS Review and subsequent reform agenda have also emphasised strengthening integrity and oversight in the market, including clearer regulation of intermediaries who help participants navigate the scheme.
While these reforms are still evolving, the direction of travel is clear: greater separation between Support Coordination and service delivery is being considered as a way to protect participant interests.
Why the Conversation Matters
The HelloCare article underscores the real-world tensions that can arise in a rapidly evolving NDIS market. As the Scheme continues to grow, maintaining its founding principles of choice, control and participant-centred decision making, requires careful attention to how roles are structured.
Independent Support Coordinators often act as the ethical compass of the system, ensuring that participants receive advice that reflects their goals, preferences and best interests.
For participants and families navigating the NDIS, asking whether a Support Coordinator is independent from service delivery can be an important question.
For the sector, supporting independent Support Coordination models helps reinforce the integrity of the Scheme and ensures that the NDIS continues to deliver on its promise: empowering people with disability to live the lives they choose.
In a complex service environment, independence isn’t just a professional preference, it’s a safeguard for participant choice, transparency and trust.
Help Is at Hand
Navigating the complexities of ethical Support Coordination requires confidence, knowledge and professional judgement. If you need support strengthening your practice or understanding the evolving expectations of the NDIS sector, contact us. Our team of experienced professionals can guide you with resources, coaching and practical strategies tailored for Support Coordinators.
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