What a conflict of interest looks like
A conflict of interest can be actual, where the interest really is affecting decisions, or perceived, where a reasonable person could think it might. Both matter, because both can undermine your choice and control.
Common NDIS examples include:
- A support coordinator who works for an organisation that also delivers support work, therapy or accommodation, and refers you to it
- One provider delivering your supported independent living (SIL) and also being your landlord or SDA provider
- A worker who also works for, or owns, another provider they recommend
- Referral arrangements where a provider receives a benefit for sending participants elsewhere
Why it is common in support coordination
In an NDIS Commission campaign reported in August 2026, 71% of the support coordination providers visited also delivered other services, either under the same ABN or through an associated business. Most coordinators gave participants at least three options when arranging supports, but the Commission found many providers were unclear how to apply their conflict of interest policies in practice. It plans to publish clearer guidance.
Support coordination is changing too. From 1 July 2028 a new support coordination and connection service begins, with providers funded directly rather than paid from your plan.
What providers must do
The NDIS Code of Conduct requires every provider and worker, registered or not, to act with integrity, honesty and transparency. For support coordinators, the NDIA says that means declaring and avoiding real or perceived conflicts, declaring connections with other providers, and being open about supports delivered by their own organisation.
Registered providers must also meet the NDIS Practice Standards, which require perceived and actual conflicts of interest to be proactively managed and documented, including through organisational policies.
SIL, housing and keeping them separate
Living arrangements carry some of the highest risk, because losing your support could mean losing your home. The SIL Practice Standards, which apply to SIL providers since registration became mandatory on 1 July 2026, require:
- Separate service and tenancy agreements when one provider delivers both SIL and your tenancy
- Support to understand that the two agreements are legally separate and one does not depend on the other
- Policies on identifying and managing conflicts of interest, available in a language and format you understand
- Ways to raise concerns about your support or tenancy without fear of retribution, including access to advocacy or legal help
Kickbacks and inducements from 27 November 2026
From 27 November 2026 NDIS providers must not offer or give an inducement or kickback that is likely to encourage someone to start, keep or increase using their services. Penalties include fines, up to 2 years in prison, or both. Paying another business for referrals, or offering cash, devices or similar gifts to switch providers, falls squarely into this area.
What you can do as a participant
- Ask any coordinator or provider directly: do you or your organisation benefit if I choose this service?
- Ask for at least two or three options and the reasons for each recommendation
- Remember you can choose a support coordinator from a different organisation to your other providers
- If you live in SIL, ask for copies of both your service agreement and your tenancy agreement
- If you feel pushed toward a provider, you can complain to the NDIS Commission