What Does the Future Hold for Support Coordinators?
Support Coordinators across the country are still awaiting news from the NDIA about the pricing arrangements for the Level 2 Coordination of Support and Level 3 Specialist Support Coordination line items after both remained static at the annual pricing review for the fifth consecutive year.
News coming from Disability Intermediaries Australia, is that the NDIA were considering providing some price relief to some parts of the sector, but they have not specified who. It is anticipated that those service types who do receive this price relief will probably only receive a minimal increase (commensurate with CPI), which will be announced later this month in time for a 1 November adjustment to the Pricing Arrangements and Price Limits (Price Guide).
In addition to that, there have been no meaningful updates from the NDIS Quality and Safeguards Commission in relation to how and when Support Coordinators will need to undertake their mandatory registration activities.
How Should We Interpret This News?
Firstly, we just need to be patient. Then we should look at all the work that is occurring behind the scenes.
Pricing
In relation to pricing, it is acknowledged that several concurrent reviews are examining the pricing structure for Support Coordination and what may be considered “fair pricing.” These include reviews conducted by the Independent Pricing Committee (IPC), the Independent Health and Aged Care Pricing Authority (IHACPA), and the Quality Project commissioned by the NDIA.
While the IPC has been the only body to release substantive details from its investigations, questions remain regarding its independence, given it was established by the NDIA itself. The rationale presented in its findings provides little merit for serious consideration.
The Quality Project, meanwhile, was limited by its methodology, with only three providers meeting the strict eligibility criteria and agreeing to participate. This represents a sample size of just 0.03%, rendering the project’s findings statistically insignificant and raising concerns about its overall validity.
IHACPA was tasked by the Australian Government in 2024 with undertaking preliminary work to identify opportunities for future NDIS pricing reform. However, the findings from this review were never released publicly, further limiting transparency in the pricing reform process.
The other key messaging to emerge from all these discussions is that the line-item prices for all service types that are subject to mandatory registration must be adequately remunerated for the cost of delivering these services safely and competently, whilst being able to absorb the cost of registration. It has been widely acknowledged that the cost of auditing is exceedingly high; however, the cost of compliance is what really hurts providers.
This is inclusive of (but not limited to) maintaining multiple registers and governance systems, reviewing and updating countless policies and procedures and, in the case of NFPs and incorporated entities, maintaining and reporting to their Board of Management. It is the non-billable nature of this incredibly time-consuming work that affects the viability of many organisations.
One of the more interesting perspectives to emerge from these reviews is that it is widely accepted that differential pricing will be introduced. Whilst on the surface this sounds exciting, how it is administered by the agency could be make or break for the sector.
Mandatory Registration
Although the announcements regarding mandatory registration have been delayed, its implementation appears inevitable. The $20 million investment made last year to strengthen the Commission’s regulatory capacity, coupled with the continued references to mandatory registration in pricing discussions, provide clear indications that this reform will ultimately proceed.
Our peak bodies, DIA (for intermediaries) and NDS (for the whole disability sector), both advise non-registered providers to continue to work towards registration or incorporate alternative strategies to enable you to continue in your role (this may include working with another registered provider).
Whatever path you decide to take, start working on your strategy now. There are just under 10,000 Support Coordination providers currently, and only approximately 2,000 of those providers are registered. Only approximately 10% of those providers are totally independent.
Preparing for Mandatory Registration
If you intend to undertake the registration process, start acting now. There are several things Support Coordinators can do to prepare for your audit if you are not yet registered.
- Get online and review the NDIS Quality and Safeguards Commission website. Look at both the mandatory registration information as well as the Practice Standards and what they mean for you.
- Update your policies, procedures and registers so they are compliant.
As a Specialist Support Coordinator, I maintain 25 policies, 17 registers (including a register for our registers), and 11 compliance-related templates.
Get your systems in place. Unless you have experienced at least three audits as a leader, I strongly advise you to explore audit assistance providers. You simply risk failing if you try to do this on your own.
- Get help with developing your compliance structure – places like AuditHub will assist you through your compliance journey – NDS have resources to help you understand what is required.
- Explore potential auditors, ask lots of questions, and not just about pricing. Specifically ask about their audit team’s experience with Support Coordination and insist on an auditor that understands Support Coordination from direct experience.
- Make sure your software supports your compliance needs.
How Support Coordination Software Can Help
Support Coordination Software streamlines auditing by centralising participant records, automating compliance tracking, and reducing human error through standardised workflows. With features like time-stamped notes, secure access controls, and automated reminders, it ensures documentation is accurate, transparent, and aligned with NDIS Practice Standards. Integrated billing and reporting tools further support financial oversight and enable quick generation of audit-ready reports, saving time while demonstrating both compliance and quality of service.
Want to find out more about how Support Coordination Software can improve your business processes? Click here to book a demo or sign up for a no obligation 14-day free trial.