Conflicts of interest and support coordinators: what to know

You trust your support coordinator to give you good advice. A conflict of interest is when that advice could be shaped by what they or their employer gain. This guide shows what to look for and what to do.

What a conflict of interest is

The NDIS describes a conflict of interest as a situation where someone's own gain could shape their advice or decisions. There are three kinds.

• Actual. It is happening now.
• Potential. It might happen.
• Perceived. It looks like it has happened or might happen.

Even a perceived conflict matters, because it can hurt trust. The best answer is openness.

Common examples

The NDIS gives examples of conflicts, such as recommending or referring to:

• services or equipment from the same organisation, or a connected one
• an organisation that gives a gift or financial incentive
• services where the person will be paid for supplying the support

It also notes a plan manager paying themselves for other supports they deliver.

Some conflicts are simple. Your support coordinator works for a company that also provides therapy. The coordinator suggests that therapy. That is a conflict that should be disclosed.

Why it matters

The NDIS Commission has looked closely at support coordination. It has found many complaints about coordinators who also deliver other supports to the same participant. It has said it has no tolerance for plan managers and support coordinators who act in harmful ways.

Not every coordinator with other services is acting badly. But you should be told, and you should have a real choice.

Your rights

You should be able to expect that your support coordinator will:

• tell you if they or their employer have a link to a service they suggest
• give you more than one option, where possible
• explain the pros and cons of each
• let you choose
• not pressure you
• not ask for gifts, favours or extra money
• keep records

NDIS Commission guidance says support coordinators should try to give you at least three options for supports where possible.

Providers should also give you a copy of any conflict of interest declaration and management plan if you ask.

Questions you can ask

You can ask these in a friendly way.

1. Does your company also provide any services?
2. Are you suggesting a service your company provides?
3. Do you get paid or rewarded if I choose a certain provider?
4. Can you show me two or three other options?
5. Do you have a conflict of interest policy?
6. How would you handle it if I chose someone else?

A good coordinator will answer without fuss. If they get upset or avoid the question, that is useful information.

Gifts and inducements

The Code of Conduct guidance says workers should avoid giving, asking for, or accepting inducements or gifts from other providers in exchange for referrals or favourable treatment. Participants should never be expected to give extras to get supports.

Read our guide on the NDIS Code of Conduct in plain English and red flags: NDIS scams and inducements.

What to do if you are worried

1. Ask. Raise it with the coordinator.
2. Write it down. Note dates and what was said.
3. Ask for options. Look for other providers and compare.
4. Change coordinators if you need to. You choose your coordinator and you can change at any time.
5. Complain. Contact the NDIS Commission on 1800 035 544, or use its online form. You can complain without giving your name, and a family member, friend or advocate can help.

See what to do if something goes wrong with a provider.

For support coordinators and plan managers

If you are a coordinator or plan manager, protect trust.

• Declare links early and in writing.
• Offer real choices.
• Do not take referral fees, gifts or discounts for referrals.
• Keep good records of why you recommended something.
• Update your disclosures when things change.

How Goodo handles this

Goodo has its own Conflict of Interest Statement. On Goodo, verified plan managers and support coordinators must disclose interests when they recommend or promote services. They cannot give or take referral fees, and paid content is labelled. Goodo itself takes no referral fees and does not sell unlabelled placement. These are Goodo's platform rules. They do not replace NDIS rules.

A short story to show how it can look

Jo has a new plan with support coordination. Her coordinator, Sam, works for a company that also provides therapy and in-home support. Sam suggests Jo uses the company's therapist.

This is not automatically wrong. The therapist might be a great fit. But Jo needs to know that Sam's company would be paid. Sam should say so early. Sam should also show Jo two or three other therapists, and explain the differences. Then Jo can decide.

If Sam had not said anything, Jo might not find out. That is why disclosure matters. It gives Jo the facts she needs. It also protects Sam from claims of unfair steering.

Good coordinators welcome this kind of openness. It builds trust, and trust is what the role is built on.

About this guide

Goodo is independent. We are not part of, or endorsed by, the NDIA or the NDIS Quality and Safeguards Commission. This is general information, not advice. Rules change, so check ndis.gov.au or call the NDIS on 1800 800 110 about your own situation.