Understanding provider records

Checks are not ratings or endorsements

A check compares a listing detail with a source on a date. It does not assess the quality of supports or whether a provider is right for you.

Service descriptions come from registers or providers. Availability comes from providers. We do not independently assess services, fees or availability.

What registered means

The NDIS Quality and Safeguards Commission is the regulator responsible for registering providers under the National Disability Insurance Scheme (NDIS). Specialist behaviour support providers must be registered, whichever way a participant’s plan is managed. See the Commission’s registration requirements.

SupportFinder’s search includes providers recorded as approved for behaviour support in our copy of the Commission’s register. Registration is not a rating of quality or a recommendation of a provider.

Provider registration applies to the organisation. An NDIS behaviour support practitioner is an individual the Commission considers suitable to deliver behaviour support. Ask who would work with you and how the provider confirms that person’s suitability.

The Commission’s practitioner search only shows practitioners who consent to publication. Someone missing from that search may still be considered suitable.

The checks on a listing

A listing can show up to seven checks, in two groups.

Official records: ABN, NDIS registration and enforcement records.
Contact and location: website, phone, location and email domain. These show only when the listing gives that detail.

Reading a result

The date: “Checked” is when we ran a check. “Our copy downloaded” or “Our copy uploaded” dates the records we used, not the provider’s registration or an enforcement action.
May be out of date: The official source may have changed since we updated our copy. Check the source for the latest information.
Check pending: The check has not returned an answer yet. This does not mean a problem was found.
Check overdue: Our last check needs updating. This is not a finding against the provider.
Check unavailable or Source unavailable: We could not get an answer, or could not read the source. A missing answer is not a negative finding.

Official records

We match official records using the provider’s Australian Business Number (ABN), never its name alone.

ABN

What we check: Whether the Australian Business Register lists the ABN as active.
Source: Australian Business Register, through ABN Lookup. Each listing links to the ABN’s public record.
How current: Dated when checked; scheduled for rechecking within 90 days. Delays can occur.
Results you may see: “Active when checked” or “Not active when checked”.
What this cannot tell you: An active ABN does not confirm NDIS registration, staff qualifications or the quality of supports.
If a problem is found: “Not active when checked” means the register shows the ABN as cancelled. For now the listing stays in search while we review the record by hand.
If it’s wrong: The business corrects its ABN details with the Australian Business Register. If our result does not match the register, email [email protected].

NDIS registration

What we check: The registration status recorded for the ABN in the NDIS provider register. Where the file has them, the listing also shows the legal name, registered supports, conditions and end date as written.
Source: NDIS provider register, published by the NDIS Quality and Safeguards Commission. We review each copy before using it.
How current: The result dates our copy and warns when it may be out of date.
Results you may see: “Approved in the NDIS register”, or another status the register shows. Other results are “Not found in this copy”, “Conflicting records” and “Source unavailable”.
What this cannot tell you: Registration does not mean a provider offers every registered support at every location. A past end date in the file does not on its own mean registration has lapsed.
If a problem is found: A revoked, suspended, cancelled or expired status, or conflicting records, holds the listing out of search and hides its public page. The provider can see why when they sign in. “Not found in this copy” means we cannot confirm registration from that file. Behaviour support search includes only providers listed as approved for that support in our register copy.
If it’s wrong: Registration details are corrected with the Commission. If our copy does not match the Commission’s register, email [email protected] with the ABN.

Enforcement records

What we check

Whether the Commission’s published enforcement records name the ABN. Each matched record shows its type, its dates and, where the file has them, its details.

Source

NDIS enforcement file, published by the NDIS Quality and Safeguards Commission. We review each copy before using it.

How current

The result dates our copy and warns when it may be out of date.

Results you may see

“No records matched”, “1 record matched” (or more), “Commission record: …” or “Source unavailable”. Matched records show their type and dates, or “Timing requires review”. A compliance notice or enforceable undertaking is labelled “Commission record” and linked to the Commission; it is not a pass.

What this cannot tell you

“No records matched” means only that this ABN is not in our copy of the file. Individual workers, separate infringement notices and unpublished actions are outside this match. It is not a statement of good standing.

If a problem is found

A banning order, revocation of registration, suspension of registration or refusal to re-register that is in force, or whose timing needs review, holds the listing out of search and hides its public page. So does any record type we have not yet classified.

A compliance notice or enforceable undertaking stays visible as “Commission record”, with the source date and a Commission link. It does not remove the listing or change its position.

A record that has not started yet shows on the listing but does not hold it until its start date. A record that has ended stays visible and does not hold the listing.

If it’s wrong

The Commission decides what its records say. If we have matched a record to the wrong ABN, or our copy does not match the Commission’s, email [email protected].

Contact and location

Contact and address checks do not confirm that a provider will answer an enquiry. Problems with these details do not remove a listing from search or change its position. How results are ordered

Website

What we check: Whether the listed web address loads.
Source: Provider website.
How current: Dated when checked; scheduled for rechecking within 30 days or when the address changes. Delays can occur.
Results you may see: “Loaded when checked”, “Could not load” or “No website listed”.
What this cannot tell you: A working website does not confirm its services, security or response to enquiries.
If a problem is found: “Could not load” means the page was not found or the address is not valid. If the site blocked us or was down, we show “Check unavailable” and try again.
If it’s wrong: Providers can edit their website when they sign in. Anyone else can email [email protected].

Phone

What we check: Whether the phone number matches a common Australian format. This check does not cover every valid number.
Source: Listed phone.
How current: Applies to the number currently shown.
Results you may see: “Australian format”, “Format not recognised” or “No phone listed”.
What this cannot tell you: No call is made. A well-formed number may still be disconnected or not answered.
If a problem is found: The number is missing or does not match a format our check recognises. This does not necessarily mean it is invalid. If a provider hides their phone, no phone check is shown.
If it’s wrong: Providers can edit their phone when they sign in. Anyone else can email [email protected].

Location

What we check: Whether each street address on the listing matches a point in the national address file. Online services have no street address to check.
Source: National address file (G-NAF © Geoscape Australia, licensed by the Commonwealth of Australia under the Open G-NAF End User Licence Agreement). Each address also says when it appears in the Commission’s outlet records.
How current: Addresses are checked when added or changed.
Results you may see: “Street addresses found”, “Some addresses not matched”, “See address results”, “Online service” or “Head office area only”. Individual addresses show whether the map location is matched or approximate. “Head office area only” means service addresses are not published in our source. Only the head office suburb and postcode are shown, with distance measured from the postcode centre. This does not indicate a problem with the provider.
What this cannot tell you: Address matching does not show that the provider operates there, or that every support is offered at every address.
If a problem is found: At least one address could not be matched to a street. It may be shown at the centre of its postcode, marked “Approximate map location”. The listing stays in search, and distance is measured from that point.
If it’s wrong: Providers can update locations from the portal or by email. Anyone else can email [email protected].

Email domain

What we check: Whether the part after @ in the email address is set up to receive email. We do not send a message.
Source: Email domain settings, read from public internet records.
How current: Dated when checked; scheduled for rechecking within 30 days or when the email domain changes. Delays can occur.
Results you may see: “Set up for email”, “Email set-up not found” or “No email listed”.
What this cannot tell you: It does not confirm the address exists or that anyone reads the inbox.
If a problem is found: We did not find the set-up. Some domains still receive email without it, so a message may still arrive.
If it’s wrong: Providers can edit their email when they sign in. Anyone else can email [email protected].

What we don’t check

Quality of supports: how well a provider delivers support, or what other people think of it.
Staff: checks on staff, and their qualifications or training.
Availability: we do not independently confirm whether providers are accepting new participants. Providers report their status, shown with its date. After 60 days without confirmation, the listing says “Availability not confirmed”. Ask the provider about current availability.
Prices: fees, or whether prices follow NDIS pricing rules.

Internal checks, such as finding duplicates, do not affect search visibility or order.

Report an error

Tell us the provider’s name or ABN, which result looks wrong and why. Email [email protected] or visit Contact.

We can fix our copy and our checks. Official records are corrected at their source: the Australian Business Register or the NDIS Commission.

Managing a listing: For providers explains how to request access and sign in. We confirm your email and review your authority to manage the listing.

Find support

Understanding provider records.