How to Handle NDIS Price Changes

Will, EnableUs Community

Hey everyone, welcome back to Inside NDIS. I’m Will, and I’m here with Winter. Today we’re diving into something that, honestly, every provider dreads a little—NDIS price changes. Winter, you ready for this one?

Winter, EnableUs Community

Absolutely, Will. It’s one of those topics that’s always lurking in the background, right? Like, you know it’s coming, but it still manages to catch people off guard every year.

Will, EnableUs Community

Yeah, and it’s not just the annual July update, either. I mean, that’s the big one—every July, NDIA drops the new Pricing Arrangements and Price Limits, and suddenly everyone’s scrambling to check what’s changed. But sometimes, there’s a mid-year update too, and that’s when things get really interesting. Or stressful. Probably both.

Winter, EnableUs Community

Yeah, those mid-year changes can be a bit of a curveball. The NDIA might do it if there’s a policy shift or something unexpected in the market. So, you really have to keep an eye on the pricing arrangements page, just in case.

Will, EnableUs Community

Totally. And it’s not just about the numbers going up or down. Sometimes support categories get renamed or merged, or the way things are grouped changes. I remember the first time EnableUs had to deal with a mid-year update. We’d just gotten comfortable with the July changes, and then—bam—another update. We had to go back through all our agreements, double-check every price cap, and make sure we weren’t accidentally charging above the NDIA limit. It was a bit of a scramble, honestly. I think we were up late that week, just making sure everything lined up.

Winter, EnableUs Community

I can imagine. And that’s the thing—registered providers have to stick to those price caps, no exceptions. If you go over, even by accident, you’re out of compliance. So, it’s not just about updating your rates, it’s about making sure every single agreement and invoice matches the new limits.

Will, EnableUs Community

Exactly. And sometimes, you can adjust your prices for other reasons—like if your costs go up, or when you’re renewing a service agreement. But you always have to be transparent and get consent from participants. Otherwise, you risk losing trust, or worse, running into compliance issues.

Winter, EnableUs Community

So, let’s talk about the communication side, because honestly, that’s where things can get a bit tricky. The best thing you can do is give people as much notice as possible—like, two to four weeks if you can. And always in writing, whether it’s email or a letter. Just be upfront about what’s changing and why.

Will, EnableUs Community

Yeah, and don’t just drop a number on them. Explain it in plain language. Like, “Hey, the NDIA has updated the price limits, so our weekday support rate is now $65.47 an hour.” That way, people know it’s not just you making up numbers. It’s about staying aligned with the guidelines.

Winter, EnableUs Community

Exactly. And then you’ve got to update the service agreements, get them signed—ideally with digital signatures, because, let’s be honest, no one wants to chase paper anymore. But sometimes, even if you do everything right, a participant might not agree to the new price. That can be a tough conversation.

Will, EnableUs Community

Yeah, and if you’re a registered provider and your price is within the NDIA cap, you can technically keep delivering services, but you really want to get written confirmation that they’re okay with it. Otherwise, you’re just setting yourself up for a dispute down the line.

Winter, EnableUs Community

And if you’re unregistered, it’s a bit different. Participants can just say no, and you might have to pause services or help them find someone else. I had a conversation once with a participant who was really anxious about a price change. I remember just sitting with them, explaining why it was happening, and making sure they felt heard. It wasn’t about pushing them to agree—it was about being transparent and compassionate. That’s what builds trust, even if the news isn’t what they want to hear.

Will, EnableUs Community

Yeah, and word travels fast in the NDIS world. If you handle it well, people remember. If you don’t, well, they remember that too.

Will, EnableUs Community

Alright, so you’ve told everyone about the price change—now what? This is where the behind-the-scenes work kicks in. You’ve gotta update your invoicing software, refresh all your agreement templates, and make sure your staff actually know what’s changed. Otherwise, you end up with billing errors or confused participants, and that’s just a headache for everyone.

Winter, EnableUs Community

Yeah, and don’t forget to update your cheat sheets or line item guides. I always say, if your admin team doesn’t know the new rates, you’re asking for trouble. Plus, you need to recalculate your profit margins to make sure you’re still sustainable under the new pricing. It’s not just about compliance—it’s about making sure your business can keep running.

Will, EnableUs Community

And honestly, the best way to stay ahead is to make it a routine. Every June, do a full review of the NDIA pricing, prep your email templates, and train your staff on how to talk about price changes. I heard about a provider who avoided a ton of billing issues just because they had all their communication templates ready and their team trained before the July update hit. No last-minute panic, no angry phone calls—just smooth sailing.

Winter, EnableUs Community

That’s the dream, isn’t it? And if you keep an eye on market trends and competitor pricing, you can spot changes before they become a problem. It’s all about being proactive, not reactive.

Will, EnableUs Community

Yeah, and at the end of the day, it’s about trust. If you’re clear, upfront, and organised, participants feel looked after—and your team does too. That’s what keeps people coming back.

Winter, EnableUs Community

Couldn’t agree more. Alright, I think that’s a wrap for today. If you’re listening and you’ve got your own stories about price changes, or questions about handling them, let us know—we’ll be covering more of this in future episodes.

Will, EnableUs Community

Yeah, thanks for tuning in, everyone. Winter, always a pleasure chatting with you.

Winter, EnableUs Community

You too, Will. See you next time!