Choosing between a disability support company and an independent support worker

Navigating your NDIS support options

SPONSORED — The process of obtaining support through the NDIS presents both empowering and overwhelming choices to participants. The NDIS scheme exists to give people choice and control but the abundance of available options creates a situation where starting feels similar to navigating an unmapped maze.

The selection between hiring supports from registered disability support companies or independent support workers stands as a crucial decision for people. The support provider selection goes beyond door service delivery because it determines your daily routine experience, support flexibility and home comfort.

There’s no one-size-fits-all answer here; the approach that brings success to one participant may fail completely for another. This guide will explain both support options while elaborating on their benefits and drawbacks within the context of an NDIS plan.

First, we need to understand the operational model of support companies together with their organisational framework.

Understanding disability support companies

Organisations that meet NDIS Commission Quality and Safeguard requirements operate as ‘registered providers.’ The disability support sector includes companies that operate nationally with hundreds of employees and community-based organisations that serve only a few suburban areas.

What do these companies actually do?

Support companies are designed to offer participants a range of structured and regulated services. A single support company can provide clients with personal care assistance, transportation services, supported independent living (SIL), therapy services, household help and support coordination.

NDIS registration requires support companies to maintain high service delivery standards while submitting to scheduled audits. Participants can depend on standardised delivery of services because of the regulatory requirements. The company operates a formal complaints process that requires them to respond to any issues reported by participants.

Operational structure & how it impacts you

The process of allocating staff within support companies requires careful consideration. Participants do not have the option to choose their support workers, as staffing decisions are primarily based on employee availability and scheduling systems. While some support companies allow individuals to request specific workers, they may not always be able to fulfil these requests, especially during periods of staff turnover or when there are gaps in the roster.

This model works well for those who:

• want a single organisation to manage multiple services;

• prefer the security of working with a registered provider;

• rely on NDIA-managed funding (which requires registered providers);

• would rather not handle the hiring, payment or insurance side of things themselves.

However, it can sometimes feel impersonal — especially when there’s little control over who shows up to support you. If relationship building, routine and familiarity are important to you, this is worth keeping in mind.

The upside and the trade-offs

Support companies implement structured policies alongside backup plans that provide organisation. When workers cancel their shifts, the support company has backup personnel ready to step in. The support companies manage all the administrative tasks, including contracts, payments, insurance requirements and compliance obligations. The structured support system from Support companies provides reassurance to participants who need help with complex requirements or self-management limitations.

The organisational structure can sometimes lead to resistance to change. Available shift periods are limited to specific time slots and the services you receive may depend more on local availability than on your actual preferences. Additionally, system requirements often prioritise operational efficiency over personalisation, even though staff members do not intend to come across as impersonal.

Exploring independent support workers

On the other side of the support landscape are independent support workers — individuals who provide NDIS-funded services directly to participants without operating under a company umbrella. Some are registered with the NDIS; many are not and, unlike companies, these workers often operate more like freelancers, directly hired by the participant or their family.

So, what makes them different?

The big difference is autonomy — on both sides. Participants have far more say in who supports them, how the support is delivered and even when it happens. The relationship is more direct, often more personal and shaped over time.

Independent support workers typically offer services such as:

• personal care and daily living assistance;

• community access (e.g., outings, appointments);

• companionship and social support;

• help with meals, cleaning and transport.

They may not have a team behind them, but what they lack in infrastructure, they often make up for in relationship building and tailored support.

A more personal approach

Many participants choose to work with independent workers because they want someone consistent — someone who really gets to know them, not just their support plan. There’s more space for humour, shared interests and building a genuine bond.

For instance, a participant who loves gardening might look for a support worker who shares that passion, turning their sessions into something meaningful beyond just completing tasks. This kind of alignment can be harder to find in larger company set-ups.

Scheduling is also more flexible. Do you need to shift a session time? Do you prefer to work with someone available on weekends or late evenings? Independents can often adapt far more easily than companies locked into fixed rosters.

However, there’s more to consider

While the flexibility and personal touch are appealing, working with independents comes with responsibilities too. Unless they’re part of a platform that handles the admin side (like Mable or Hireup), you may be the one managing:

• invoicing and payment;

• ensuring they’re insured and qualified;

• creating clear service agreements; and

• handling cancellations or disputes.

This makes independent workers a better fit for participants who are self-managed or plan-managed and who feel confident navigating that administrative side or have a family member or coordinator who can help.

Companies vs independent workers

When comparing support companies to independent workers, the differences go far beyond job titles. It’s about how care is delivered, how flexible the arrangement is and what kind of working relationship you want over time. So, let’s break down a few of the most practical areas where these differences really show up.

Cost implications and funding considerations

The funding system determines which provider type you can access.

NDIA-managed participants must use providers from the NDIS registry because the program only permits support companies. The arrangement excludes independent workers unless they become officially registered providers, which most independent providers have not done.

When you have self-management or plan management, you can select providers beyond those who are registered. The availability of independent providers becomes possible under this arrangement, while their rates tend to be lower than those of company-based services. Most participants discover that independent support providers offer better value for their money because their support quality remains high.

Hourly rates represent only one aspect of cost when it comes to support services. The fees from some companies incorporate additional services, such as administrative tasks and travel organisation, while other companies charge extra for these services separately. Independents operate independently to determine their rates, yet they typically accept negotiations when providing consistent shifts.

The combination of standardised pricing and comprehensive service packages allows companies to provide convenience to their customers. People who need to maximise their limited care plan benefits will often find better budget flexibility with independent caregivers.

Quality of care and consistency

This one’s personal: some people thrive with structure; others feel boxed in by it.

Support companies usually have processes in place for recruiting, training and replacing workers. That means they can offer continuity even when a staff member is unavailable. You won’t be left without support — someone else will step in.

However, the trade-off is often connection… Since staff are rostered, you might not work with the same person every week and that can impact trust, comfort and how much you’re willing to open up or ask for support.

Independents, on the other hand, are chosen directly by you. That connection grows over time and for many participants, this personal bond improves the quality of care. The worker understands routines, preferences and communication styles — things that matter, especially in more intimate or sensitive supports.

Of course, there’s a risk: if your independent support worker becomes unavailable or leaves the role, you might be left without immediate backup. There’s no team standing by unless you’ve made arrangements with others in advance.

So, while companies offer reliability of service, independents often offer consistency of person.

Legal and administrative considerations

Behind the scenes, there’s always the legal stuff — insurance, safety, compliance and all the admin that most people don’t want to think about… However, they really should consider those important factors.

Insurance, liability and compliance

Support companies operating under registration must maintain public liability insurance and worker’s compensation coverage, along with fulfilling workplace health and safety requirements. Staff members of support companies receive their coverage through regulated, formal agreements.

With independents, things vary. These operations exist through platforms that both insure their services and oversee regulatory compliance. When providers operate independently you or your plan manager must verify their police checks, working-with-children checks and insurance certificates.

A support company maintains formal procedures to handle issues, such as injuries, disagreements or missed sessions. Your service agreement or the platform needs to be consulted if you work with an independent service provider.

The choice between independent or support providers does not indicate one option is riskier than the other, yet the responsibility changes based on the selection made.

Contractual obligations and service agreements

The collaboration with a support company requires customers to sign a typical service contract. Standard service agreements contain well-prepared texts that undergo legal review and incorporate cancellation procedures, along with complaint resolution protocols and billing regulations.

Independent contractors still need service agreements, although these agreements tend to be casual or customised to specific needs. Workers typically create their own contracts or request you to develop one or collaborate with a plan manager.

The operational terms between parties need to be clearly defined in this agreement, so it requires proper attention during development. All operational terms, such as cancellation procedures, shift scheduling and emergency protocols, need written documentation to prevent misunderstandings in the future.

In short: companies handle this side for you. You will need to be more active when working with independents since you can customise the agreement according to your preferences.

Making the right choice for your needs

This decision should always start with you — your needs, your goals and how involved you want to be in the process. That’s the only way to make the support fit you, instead of the other way around.

Assessing personal requirements and preferences

Start by thinking about what matters most to you.

• Do you want a consistent person or consistent service?

• Are you okay with admin or would you rather leave it to someone else?

• Is flexibility a priority or would you rather follow a set routine?

• Do you feel more secure with a team or more comfortable with someone you know personally?

There’s no wrong answer here and you don’t need to stick with one forever; NDIS plans can be adjusted and so can support arrangements.

Tips for interviewing and selecting a support provider

• You should ask them about their experience. Do they have experience with participants similar to you?

• You should check their references. You should not skip this — even if you have a good feeling.

• You should ask them about their communication process. How do they handle changes, cancellations or problems?

• You should set clear expectations for them, from availability to boundaries — it’s better to get it out early.

Tips for interviewing and selecting a support company

• You should ask who will be supporting you. Can you meet them first?

• You should ask what happens when a staff member is away. How is continuity handled?

• You should read the service agreement carefully. Look at cancellation policies and shift flexibility.

• You should avoid settling on a company that you’re not comfortable with. If you’re not happy, you can switch providers at any time.

Empowering your support journey

Choosing between a disability support company and an independent support worker isn’t about finding the ‘better’ option, it’s about choosing what truly fits you. Your goals, your comfort and the kind of life you want to lead should be at the centre of that decision.

At Support Network, we believe that real care starts with choice. That’s why we proudly support individuals who prefer working with independent support workers. We’ve seen the difference it makes — more consistency, greater flexibility and a support relationship that’s personal, not transactional.

Want to know more about independent support workers, their benefits and how to hire one that truly fits your needs? Read our full blog guide here.