⚖️ Conflict of Interest in the NDIS: What It Means and Why It Matters

The National Disability Insurance Scheme (NDIS) gives participants the right to choose who supports them, how that support looks, and what services best suit their needs. It’s all about personal choice and control — and that’s why the concept of conflict of interest is taken so seriously.

Whether you’re a participant, a family member, or even a provider, understanding what a conflict of interest is — and how to manage it — is key to making sure NDIS support stays ethical, fair, and person-centred.

🧩 What Is a Conflict of Interest?

A conflict of interest happens when someone’s professional role or decisions could be influenced (or appear to be influenced) by personal gain, business benefit, or a relationship that gets in the way of acting in the participant’s best interests.

In simpler terms, it means someone might be helping you — but making decisions that also benefit themselves, their business, or someone they’re connected to.

Not all conflicts are intentional or unethical — but they must be acknowledged, managed transparently, and disclosed to protect participants.

🔄 Real-Life Examples of Conflict of Interest in the NDIS

Let’s look at some real-life scenarios that might raise red flags:

• Support Coordinator & Support Worker from the same company A participant’s Support Coordinator is employed by the same organisation that provides their daily support. If the Coordinator only recommends in-house workers, the participant may not be getting the full picture of what’s available to them.

• Plan Manager who steers families to certain providers A Plan Manager recommends a shortlist of service providers — but doesn’t disclose they receive referral incentives or have close ties to those providers.

• Therapist referring a participant to a family member’s business A psychologist refers a participant to a social group run by their sibling, without sharing that connection.

• Providers pushing unnecessary services A provider suggests extra services that may not align with a participant’s goals, simply because they bring in more revenue.

These examples show how easy it is for conflicts to creep in — even with good intentions. The important thing is how those situations are handled and disclosed.

📜 What the NDIS Says About Conflict of Interest

The NDIS Commission and NDIA are clear: providers must act with integrity, transparency, and respect for participant choice. The rules around conflict of interest are embedded in the:

• NDIS Code of Conduct

• NDIS Practice Standards

Key expectations include:

• Giving multiple, unbiased options when recommending services

• Disclosing any relationship that might influence a decision

• Avoiding dual roles where possible (e.g. being both Coordinator and provider)

• Keeping records of discussions and referrals to show how participant choice was preserved

Registered providers are audited against these standards, and unregistered providers are still expected to follow best practice.

🧠 Why This Matters for Participants and Families

NDIS participants deserve support that’s tailored to them, not to someone else’s business goals. Managing conflict of interest is about keeping things fair, transparent, and person-centred.

When conflicts are ignored or not disclosed, it can:

• Undermine trust between participants and their team

• Limit choice and access to better-fitting services

• Lead to biased or even harmful decisions

• Create long-term confusion about who’s really advocating for the participant’s best interests

Participants and their families should always feel empowered to ask questions, explore alternatives, and make decisions that truly align with their goals.

🔎 How to Spot a Conflict of Interest

Not sure if something is off? Here are some signs to watch for:

• You’re only given one option and told it’s the “best”

• A provider seems reluctant to work with outside services

• There’s a lack of transparency around referrals

• You feel pressured to stick with a particular provider

• You’re not sure what role someone is actually playing (e.g. are they your Coordinator, or also your support worker?)

If something doesn’t feel right — you’re allowed to ask. A trustworthy provider will welcome your questions and provide clear answers.

🚨 What You Can Do if You Suspect a Conflict

If you think a conflict of interest might be affecting your supports, here’s what you can do:

1. Start with a conversation — ask your provider or coordinator for more information or clarity.

2. Request written options — ask for a list of alternative services and why they were (or weren’t) considered.

3. Speak to your Plan Manager or someone else on your team if you're unsure who to trust.

4. Make a formal complaint — you can contact the NDIS Commission if you believe your rights are being impacted.

5. Switch providers — remember, you have the right to choose and change services at any time.

🌿 How We Handle It at Loving Life Support Services

At Loving Life, we believe in clear boundaries and open communication. If we ever have a potential conflict of interest (for example, if we run multiple services you’re interested in), we’ll:

• Let you know right away

• Provide other options, even if they’re outside of our service

• Encourage you to make your own decision without pressure

Your trust matters — and we’re committed to working with you, not just for you.

💬 Final Thoughts

Conflicts of interest aren’t always obvious — but they do matter. By staying informed and asking questions, participants and families can make sure their supports stay true to their values, goals, and individual needs.

Whether you’re just starting your NDIS journey or reviewing your current team, don’t be afraid to speak up. It’s your plan — and you deserve transparency every step of the way.

📍 Based on the Gold Coast

📝 Contact us here.