NDIS Guides

NDIS In Home Support: What to Expect When It Starts

Name: 1 Care Connect
Address: Rosehill, NSW, 2142, AU
Telephone: 1300 264 942

September 24, 2026

Getting NDIS in home support approved is a big step, but it often leaves one question behind: what actually happens next? This guide walks through the stages in order. First comes the service agreement, then your first visit, the early weeks and settling in. Finally, it covers what to do if something is not working. The facts here come from the NDIS and the NDIS Quality and Safeguards Commission, so you know what you are entitled to expect.

Quick summary

The NDIS recommends meeting a new provider before your NDIS in home support starts, and having a service agreement.
A service agreement sets out what support you get, when and where, what it costs and how to change or end it.
You choose who supports you, what kind of support you receive and when it is delivered.
Workers must follow the NDIS Code of Conduct, including respecting your privacy and your right to make your own decisions.
If something is not right, you can ask for changes, and you can switch providers at any time.
The NDIS Commission takes complaints on 1800 035 544.

Before your NDIS in home support starts

The NDIS says it is a good idea to meet a new provider before you start working with them. That first conversation is where you shape the support. So it helps to go in knowing what you want to ask.

According to the NDIS, you can negotiate what supports you will get, the cost of each support, how the provider will be paid and how to change the agreement. You can also bring someone you trust. The NDIS says a friend, family member or support person can help you communicate and be there whenever you contact your provider.

How the provider gets paid depends on how your plan is managed. For NDIA-managed funding, you must use a registered provider, and the provider claims the payment itself. If you have a plan manager, they pay providers for you. With self-managed funding, you pay the provider yourself.

If you are still deciding who to work with, our guide on how to choose an NDIS provider covers the questions worth asking. For an overview of the services themselves, see our page on in home care.

The service agreement

A service agreement is a signed agreement between you and your provider. In the NDIS’s words, service agreements are created to protect you. You do not have to have one in most cases. However, the NDIS recommends one every time you start with a new provider, and that includes NDIS in home support.

According to the NDIS, a good service agreement covers:

what supports you will receive, and how, when and where they are delivered
the cost of each support, and how your provider will be paid
the provider’s cancellation policy
what to do if you are unhappy, and who to contact if an issue cannot be resolved
how long the agreement lasts, when it will be reviewed, and how to end it.

Read it carefully before you sign. The NDIS says you can suggest changes so it suits your needs. Your provider should also help you understand it. You can ask for it in the language, communication method and terms you understand.

Your first visit

Use the first visit to get to know each other. It is a chance to show your support worker how you like things done, and to see whether the support fits you.

The NDIS lists the kinds of help a support worker can give at home. These include personal care such as general hygiene, dressing or helping you take your medication. They also include household support, like preparing meals, cleaning or running errands. Our guide to NDIS personal care explains which part of your plan usually pays for this help.

Your provider might also ask personal questions to help them deliver their service. If you are not sure why they need something, the NDIS says you can ask them to explain.

One more check matters here. The NDIS says it is a good idea to make sure support workers have completed an NDIS worker screening check. This is a national assessment that makes sure a person is suitable to work with people with disability.

The first few weeks

The early weeks of NDIS in home support are when routines form. What you do together, and how often, depends on your goals, what you need and the supports in your plan. That is how the NDIS describes it. As a result, the first weeks are a good time to notice what is working and what is not.

You stay in control throughout. The NDIS says you can choose who you work with, what kind of support you receive and when it is delivered. So if a time of day does not suit you, or a task needs doing differently, say so early. Small changes are easier to make before habits set in.

Workers also have clear standards to meet. Under the NDIS Code of Conduct, people who deliver NDIS supports must:

act with respect for your rights to freedom of expression, self-determination and decision-making
respect your privacy
provide supports in a safe and competent manner, with care and skill
act with integrity, honesty and transparency
promptly raise and act on concerns about the quality and safety of your supports.

The NDIS Code of Conduct applies to registered and unregistered providers alike.

Once NDIS in home support settles in

Over time, support becomes part of your week. Even so, your needs can change, and your agreement should keep up.

The NDIS says you may need a new service agreement if you start receiving new supports from a regular provider. It also suggests creating new agreements when you get a new plan. In addition, let the NDIS know if your situation changes, so your plan still works for you.

If something is not working

Start with the provider. If your NDIS in home support is not working, the NDIS says you can talk to your current provider and ask for changes. Your my NDIS contact, support coordinator or a trusted person can help you with that conversation.

Your provider also has duties when you raise a concern. The NDIS Commission says your provider must make you feel safe to raise it and deal with it quickly and effectively. They must not threaten you for raising it. They must also help you report to the NDIS Commission when needed.

If you decide to leave, check your service agreement first. It tells you how much notice you need to give, and you may be charged a fee if you do not give it. The NDIS also suggests finding a new provider before you finish with the current one, so there is no gap in your support. Its guide on how to change providers walks through each step.

Finally, you can always go straight to the NDIS Commission. You can report an issue or make a complaint online, or call 1800 035 544. If someone’s life is at risk, call triple zero (000).

Frequently asked questions

What happens at the start of NDIS in home support?

Usually you meet the provider, agree on your supports and sign a service agreement. The NDIS recommends both steps. Then your support worker starts visiting. Use those first visits to share your routines and preferences.

Do I need a service agreement for in home support?

In most cases it is not required, but the NDIS recommends one every time you start with a new provider. It sets out what you have agreed, which helps if something goes wrong later.

Can I choose my support worker for NDIS in home support?

Yes. The NDIS says you can choose who you work with, what kind of support you receive and when it is delivered.

What can a support worker help with at home?

According to the NDIS, support workers can help with personal care such as hygiene, dressing or taking your medication. They can also help with household tasks and daily chores. What they do depends on your goals, your needs and your plan.

What should I do if I am unhappy with my support?

Talk to your provider first and ask for changes. Someone you trust can help. If that does not resolve it, you can contact the NDIS Commission on 1800 035 544.

Can I change providers?

Yes. The NDIS says changing providers is normal and you can switch at any time. Check your service agreement for the notice period, and line up a new provider first so your support does not stop.

Do support workers need a background check?

The NDIS says it is a good idea to make sure support workers have completed an NDIS worker screening check. It is a national assessment of whether a person is suitable to work with people with disability.

How 1 Care Connect can help

1 Care Connect is a registered NDIS provider with a nurse led team. Our nursing team oversees every in home care plan, and we match you with a consistent, carefully matched support worker, so you see familiar faces. We also use regular check-ins to make sure your NDIS in home support stays the right fit as your needs change. After-hours and weekend support is available too.

Our head office is in Rosehill, and we support people across our Western Sydney service areas. Close to Parramatta? See NDIS home care Parramatta. Otherwise, contact our team or call 1300 264 942 to talk it through.