Introduction

Conflict of interest (COI) is one of the most talked-about topics in the NDIS space — and for good reason. For NDIS participants, it impacts choice and control. For support coordinators and providers, it's a serious compliance issue that could lead to funding issues, reputational damage, or even deregistration.

In this guide, we’ll break down what conflict of interest means under the NDIS, why it matters, and what you can do — as a provider, participant, or support coordinator — to manage it ethically and within the NDIS Code of Conduct.

What is a Conflict of Interest in NDIS?

A conflict of interest arises when a person or organisation involved in providing NDIS services has competing interests that could influence their decision-making — even unintentionally.

Example: A support coordinator who works for an organisation that also delivers occupational therapy might only recommend their in-house OT, even when a better-fit provider exists.

This undermines participant choice and control — a core principle of the NDIS.

What the NDIS Commission Says

The NDIS Quality and Safeguards Commission makes it clear:

“Support coordinators must act in the participant’s best interest and avoid conflicts by not influencing participants to use services from the same organisation.”

In short: you can’t push your own services if you’re providing support coordination — and if you do offer multiple services, you must clearly separate them and give participants genuine alternatives.

Hypothetical Case Study: Where It Goes Wrong

Case: Amanda is an NDIS participant with high support needs. Her support coordinator works for a large organisation that also offers SIL (Supported Independent Living). Her coordinator presents only internal SIL options, framing them as “the best fit.”

Amanda later discovers she was never shown external SIL providers. She lodges a complaint. The outcome? An audit and a loss of trust.

Lesson: If it’s not documented, it didn’t happen. And if participants feel pressured — even subtly — it could lead to serious consequences.

How Support Coordinators Can Manage COI (Step-by-Step)

Here’s how to ethically and transparently navigate COI as an NDIS support coordinator:

✅ 1. Offer Genuine Choices

Provide a list of at least three independent providers for every support area — even if your organisation offers the same service.

✅ 2. Document Every Recommendation

Include:

• Why you suggested that provider
• How the participant responded
• Alternatives you discussed

Tools like Care Vault or digital NDIS CRMs make this easy.

✅ 3. Keep Records Separate

Avoid keeping provider marketing materials or decision-making notes in the same folder. Separation is key.

✅ 4. Explain the Relationship Transparently

If you're part of an organisation that offers multiple services, say so clearly:

"We also deliver OT services, but you're under no obligation to choose us. Here are 3 other local options."

✅ 5. Avoid “Steering” Behaviour

Even body language or tone can unintentionally sway participants. Let them lead the decision.

What Participants Should Know

If you're a participant:

• You should never feel pressured to choose a particular provider.
• Ask: “What are my other options?”
• You can request a different support coordinator if you feel there's a conflict.

How Assist Providers Can Help

At Assist Providers, we help NDIS businesses understand and meet compliance obligations — including managing conflict of interest. We can:

• Audit your support coordination process
• Train staff on ethical practice and communication
• Help you implement digital tools (like Care Vault) to track referrals, document choice, and reduce risk

Staying compliant isn’t just about ticking boxes — it’s about protecting participants, providers, and the future of the scheme.

Final Thoughts

Conflict of interest in NDIS support coordination doesn’t have to be a grey area. With transparent processes, clear documentation, and participant-led decision-making, providers and coordinators can stay compliant — and trusted.