What to Do When You’re Not Getting the Services You Were Promised

It’s disheartening when you’ve been approved for NDIS funding, made a plan, and engaged providers—only to find that the support you were promised never arrives. Whether it’s missed appointments, lack of communication, or simply feeling forgotten, the experience can be frustrating and isolating.

But here’s the good news: You are not alone, and you are not powerless. NDIS participants have clear rights. You deserve consistent, respectful, and timely support. This article will walk you through why these issues happen, what your rights are, and how to take confident steps toward getting the help you need—whether it’s fixing the issue or switching providers.

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Common Reasons Participants Miss Out on Promised Services

Many NDIS participants across Australia find themselves in similar situations—waiting on services that never seem to materialise. Understanding why this happens can help you know where to start when addressing it.

Some of the most common reasons include:

Provider Overcommitment or Understaffing: Some providers take on too many clients and simply don’t have the capacity to deliver everything they promise. This often leads to last-minute cancellations or long periods without contact.

Miscommunication During Plan Setup: Sometimes the original NDIS plan is misunderstood—either by the provider or participant—leading to mismatched expectations.

Vague Service Agreements: If your agreement doesn’t clearly outline the type, frequency, or duration of services, it becomes difficult to hold the provider accountable.

Disengaged or Passive Support Coordinators: A good coordinator advocates on your behalf and keeps things moving. But if yours is hard to reach or fails to follow up, it can leave your entire plan in limbo.

“We signed the agreement, but nothing happened for six weeks. I kept calling, but no one could tell me when support would actually begin.” — NDIS participant, Western Sydney

Lack of Cultural Awareness or Personalisation: In some cases, providers may not be equipped to work with participants from culturally and linguistically diverse (CALD) backgrounds, or with complex needs. This can cause further delays or mismatched support.

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Know Your Rights as an NDIS Participant

As a participant, you have more control than you might realise. The NDIS is built around the principle of choice and control, and that includes the right to speak up if you’re not getting the support you were promised.

You have the right to:

✅ Receive the services outlined in your plan—consistently and reliably.

✅ Ask questions and expect clear answers—about what’s being delivered, when, and by whom.

✅ Switch providers or support coordinators at any time—you’re not locked into poor service.

✅ Feel respected and heard—the NDIS Code of Conduct requires providers to uphold your dignity and rights.

✅ Access advocates and complaint mechanisms—you can contact advocacy services for guidance if you feel overwhelmed or unsure how to proceed.

If your provider is consistently missing appointments, not returning your messages, or making you feel like an afterthought, that’s a red flag—and you’re well within your rights to seek something better.

🔍 TIP: Keep records of conversations and agreements. Written notes or emails can be helpful if the situation escalates.

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Steps to Take When You’re Not Getting Help

It can be hard to know where to begin when you’re already feeling let down. Here’s a simple, step-by-step approach to addressing service gaps—without the overwhelm.

Step 1: Talk to Your Provider
Sometimes, the issue is logistical—like a roster change or staff illness. Reach out directly to your provider. Be clear about what hasn’t been delivered and what you need.

🗣️ Say something like:

“I was expecting weekly support starting two weeks ago, but no one has attended. Can you confirm when this will begin?”

📌 Document the conversation: Write down dates, names, and what was said.

Step 2: Review Your Service Agreement
Look at what you actually signed. Does it mention:

• The type of service?
  
• How often it should occur?
  
• Who is responsible for delivery?
  

If it’s vague or doesn’t reflect your expectations, that’s a problem. You may need a revised agreement—or a new provider. A good agreement is clear, measurable, and mutually understood.

Also check for any mention of cancellation policies, contact details for concerns, and how feedback is managed. If your agreement is missing key information or feels one-sided, it’s worth questioning. You have the right to ask for changes or clarity at any time.

Step 3: Involve Your Support Coordinator (or Change Them)
A good support coordinator is your best ally. They should:

• Contact the provider for you
  
• Push for resolution
  
• Help you explore other options
  

If they’re not doing this, you are well within your rights to change your NDIS support coordinator. You deserve someone proactive and engaged. A strong coordinator will also help update your service agreements, connect you with reliable providers, and support you through plan reviews or complaints. If yours is passive or unresponsive, it may be time to find someone who will truly advocate for your needs and goals.

Step 4: Contact the NDIS Commission
If things don’t improve—or the issue is serious (e.g. neglect, discrimination, or unsafe behaviour)—you can lodge a formal complaint with the NDIS Quality and Safeguards Commission.

📞 1800 035 544
🌐 www.ndiscommission.gov.au

They investigate complaints, enforce standards, and can compel providers to act.

📘 REMEMBER: You’re not being “difficult.” You’re advocating for the care you’ve already been approved for.

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How Meta Healthcare Responds Differently

At Meta Healthcare, we believe in doing what we say. No empty promises. No “we’ll get back to you” with no follow-through. Just honest, reliable support.

Here’s how we stand apart:

✅ Responsive, reliable team—We don’t leave you guessing. We show up, follow up, and follow through.

✅ Dedicated support coordinators—Our coordinators are involved, proactive, and communicate clearly.

✅ All-in-one service access—From therapy to respite to support work, we offer full wrap-around care.

✅ Community-focused in Western Sydney—We know the local networks, services, and how to get things done.

✅ Participant-first values—You’re not just a number. We take the time to understand your needs and goals.

We also maintain flexible communication channels, including phone, email, in-person visits, and even multilingual support—because accessibility shouldn’t be a barrier to quality care.

“Meta Healthcare was a game-changer. My son hadn’t had proper support in months, but once we switched, everything changed. We had services in place within the first week.” — Parent of participant

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Conclusion: You Deserve Better

No one should have to chase their own support. If you’re not getting the help you were promised under your NDIS plan, you’re not alone—and you’re not stuck.

You can take action. You can speak up. And you can switch to a provider who sees you, hears you, and shows up. Whether you’re new to the NDIS or have been navigating it for years, you deserve a provider who delivers—not just promises. Your wellbeing is too important to leave to chance.

At Meta Healthcare, we believe that every participant deserves respect, consistency, and genuine care. We take the time to understand your goals and ensure the right supports are not only in your plan—but actually delivered. You won’t be left wondering what’s next or chasing calls that go unanswered. You’ll have a team that works with you, not around you.Not getting the support you were promised?

Contact Meta Healthcare today—we’re here to help you get back on track and feel genuinely supported.