• Claire’s story

    After being informed that her registration has been approved, Claire updates her website to let people know about her new NDIS registered provider status. She also writes up a mini-ad to be included in some local community newsletters such as the early childhood centre and the disability network for the area. She checks her myplace provider details to make sure they’re correct and participants can easily find her through the Provider Finder tool.

    During their next session, Claire tells her existing clients with disabilities about her new provider status. They’re glad that Claire has registered with the NDIS and they share their participant plans with her.

    illustration of computer monitor showing a woman and Registered NDIS Provider
  • Clive's story

    Now that his registration is approved and he gets his Certificate of Registration by email, Clive can start cleaning for people with disabilities. He’s never worked in the disability sector before, but has experience promoting his services and competing with other small businesses in the local area. In fact, he thinks this might be an opportunity to increase the number of suburbs he services and employ new staff.

    Clive already uses social media to reach his clients, so he buys a small ad on Facebook and encourages existing clients as well as family and friends to share his news online and offline. To make sure his business is easily accessible for people with disabilities, he decides to advertise on a Melbourne disability services website.

    illustration of a hand holding a phone
  • Maraya's story

    Maraya develops guidelines for her staff to help them work with existing clients and to help those that are now NDIS eligible to start the NDIS assessment process. 

    Her organisation also wants to offer their services to a broader range of people in the Cairns region, so they start putting in place a marketing strategy to attract new NDIS participants. Maraya goes to the ‘Market Information’ page on the NDIS website and researches where their new clients might come from and what sort of services they may need.

    She also suggests to her CEO that they use local media connections to develop radio and newspaper ads. 

    Illustration of a newspaper front page with an NDIS advertisement, masthead reads: Cairns Advertiser

This section covers:

Completion time: 10 minutes

As a Registered Provider, you are expected to comply with the NDIS Terms of Business and Australian Consumer Law.

The Australian Competition and Consumer Commission (ACCC) has published a useful resource for businesses on selling to and supplying consumers with disability.

Treat your customers fairly

Providers must treat their customers fairly. This means providers must:

  • take responsibility for the safety of the goods you supply or sell

  • have active policies in place to test product safety

  • immediately notify the Australian Competition and Consumer Commission (ACCC) of any reports of death or serious injury caused by the use of products you supply

  • recall products previously supplied that present a safety risk

Sell safe products

Providers must sell safe products. This means providers must not:

  • agree with your competitors to charge the same price

  • agree with your competitors on which goods or services you will each provide

  • agree with your competitors on which geographic areas you will provide products or services to


Compete fairly

Providers must complete fairly. This means providers must:

  • not behave unconscionably when dealing with participants

  • provide accurate information in advertising, packaging and selling

  • provide remedies when goods and services fail to meet the guarantees

  • comply with the Australian Consumer Law (ACL) requirements on telephone and door-to-door sales

  • comply with the ACL requirements around unfair contract terms

The following is an animated educational video for consumers with disability in Easy English about consumer rights. It has been prepared with the assistance of consumers with disability.