What is fair pricing?
Fair pricing is when there is no major price difference between the cost of a product or service for an NDIS participant compared to other customers.
If a provider sets a higher price for NDIS participants and cannot justify the price difference, they may be in breach of the Code of Conduct which now includes rules about price differentiation. Providers who breach the Code of Conduct could face penalties.
The NDIS Quality and Safeguards Commission respects the rights of participants to choose the products and services they need, and understands that convenience, quality and availability may be considered when choosing providers.
Learn more in the Easy Read: Fair Pricing fact sheet.
What can participants do?
If you think you’re being overcharged by a provider, take these steps:
- Do a price check: Go online and search for the same or similar products.
- Check your service agreement: Make sure you've received everything listed in the written agreement. If you do not have this document, or it's out of date, ask your provider for a copy.
- Talk to your provider: If you’re comfortable speaking with your provider, ask them to explain any price differences – they should be able to give you reasons.
- Contact the NDIS Commission: If you cannot resolve the issue with your provider, email pricehelp@ndiscommission.gov.au.
Who to contact
Overcharged for NDIS goods or services
Email pricehelp@ndiscommission.gov.au
Unsafe or poor-quality NDIS supports or services
Make a complaint online or call 1800 035 544 (TTY 133 677)
NDIS plans or access to the scheme
Contact the NDIA online or call 1800 800 110
This includes complaints about your NDIS plan manager.
Other complaints about goods and services
We encourage you to report conduct to the ACCC when you think you have:
- been misled or deceived by a provider or business
- paid for goods or services and not received them
- been pressured into signing a service agreement or other contract that has unfair terms
- bought goods that are faulty, don’t match the description, or don’t do what the seller said they would
- bought services that were provided late or not at all, or which do not meet the needs you communicated.
You can learn more about your rights when buying products and services on ACCC website.
Provider obligations
We expect all registered and unregistered providers to act with honesty, integrity and transparency when pricing their products and services for NDIS participants.
You must be able to justify your pricing. If you think you may be charging too much, review your pricing and adjust it.
Penalties apply if the Commission believes a provider is breaching the Code of Conduct.
If you suspect another provider is overcharging, you can report it to the Commission by emailing pricehelp@ndiscommission.gov.au.
Christian shares how he navigated prices as an NDIS participant.
My name is Christian Astourian and I am an advocate working in the community with multicultural people with a disability. The NDIS has been absolutely transformational for me because it really gave me the flexibility and the opportunity to live my life the way I want to, and to be able to buy all the equipment that I need to be more independent.
The hoist that I'm using at home, I was having a problem with the remote because it was broken. So I did an investigation online to find out where I could buy another one. The one in Victoria, I asked them for the price because it was not written on the website and the question they asked me, ‘are you an NDIS participant?’ And I said ‘yes I am’. They wanted to charge me $350 for that remote.
Then I went to the other website the person of the seller in New South Wales. The price was already on the website. That was $120. So obviously I went for the cheaper option.
I would like to know how they justify the discrepancy in prices, because I mean if there is no good justification, I think they are actually taking advantage of NDIS participants because they think they’ve got more money to spend.
Ask a friend, ask your family, ask your support worker. Ask them to support you and to basically shop around with you because this is the only way that we can make prices to be fairer.
For more information on price difference you can:
- Phone 1800 035 544 (free from landlines)
- TTY 133 677 – interpreters can be arranged
- Use the National Relay Service and ask for 1800 035 544
- Email pricehelp@ndiscommission.gov.au
Christian shares his NDIS pricing experience.
I've got my wheelchair and it needed a bit of repair, basically. One of the bolts on the foot control was a bit loose, it needed to be tightened up. When I got in contact with the manufacturer of that wheelchair, they said to me that it’s going to cost more than $800 for them to send the person who comes to pick up the wheelchair, take it to the workshop, do the job and then bring the wheel back for me. I thought that was absolutely ridiculous. You cannot spend all that money just to tighten up one simple bolt. I went to the local panel beater. I asked him if he could fix it for me and he did it within 2 minutes for free. And really I cannot accept service providers or businesses who want to take advantage of this situation just to make a quick buck.
For more information on price difference you can:
- Phone 1800 035 544 (free from landlines)
- TTY 133 677 – interpreters can be arranged
- Use the National Relay Service and ask for 1800 035 544
- Email pricehelp@ndiscommission.gov.au