Platform provider is a term used to describe an NDIS provider that uses a profile-based platform to connect participants with workers to deliver NDIS supports, for example an app or website where participants and workers create a ‘profile’. Platform providers may be registered or unregistered NDIS providers.
In 2023 the NDIS Commission conducted an inquiry to understand the experience of participants that use platform providers and provide information and advice for NDIS participants based on that inquiry.
Findings from the platform providers inquiry
Our inquiry found that:
- platforms offer people with disability choice and control over who they choose to support them
- platform providers can make accessing NDIS supports or services easier
- setting up profiles to find workers using a platform provider can be extra work
- participants need to provide personal information to platform providers, and sometimes this information is used in the wrong way.
Our inquiry also identified that more work needs to be done to improve service quality and safety including:
- platform providers need to make sure there is a clear understanding of the service relationships between participants and the people they find through platforms
- participants want all NDIS providers – including those that use platforms – to know about disability and how to support people with disability
- platform providers need to get better at explaining what they are charging for because fees vary from platform to platform and they aren’t always clear
- platform providers should always check if the workers available on their platform are safe to work with people with disability because sometimes they aren’t checked and participants don’t feel safe.
More information about this research:
Next steps – consultation and transition to mandatory registration
Between October 2024 and June 2025, the NDIS Commission is consulting with platform providers and people with disability about mandatory registration. For more information about this work, opportunities to contribute to consultations, and outcomes from the consultations please see NDIS regulatory reform: mandatory registration.
Implementation of mandatory registration for platform providers will be informed by consultation with participants and providers. No changes or transition to mandatory registration will happen before 1 July 2025.
This consultation work builds on the widespread engagement with participants and providers that occurred during our 2023 inquiry. It also follows the publication of an open letter to platform providers and supporting documents about the transition to mandatory registration and what it means for platform providers:
Advice for NDIS participants about platform providers
Information for participants who are considering using a platform provider and want to know more:
Information for participants who want to understand the different pricing arrangements used by platform providers and how to assess value for money:
- Things to consider – platform provider pricing
- Easy Read: Things to consider – platform provider pricing