Marketing Your Support Coordination Business Ethically
Ethical support coordination marketing that wins referrals without breaching NDIS conflict-of-interest rules or the Code of Conduct. Tactics, examples, mistak
What ethical marketing actually means for a support coordinator
The conflict-of-interest lines you cannot cross
Know who actually refers — and market to them, not to participants
Build the assets referrers check before they trust you
A worked example: how one ethical referral relationship pays off
Digital and paid marketing — what's allowed and what's a waste
Positioning and specialisation as an honest differentiator
Marketing under viability pressure and frozen rates
Invoicing discipline is a marketing asset now
Market with 2028 commissioning in mind
Common mistakes that cost referrals or breach the rules
Frequently asked questions
Can support coordinators pay for referrals or advertising?
You can pay for advertising, but you cannot pay for referrals. Offering or accepting any payment, gift, or benefit in exchange for referring a participant — or being referred one — breaches NDIS conflict-of-interest rules. Advertising is allowed provided the claims are truthful, non-misleading, and do not undermine a participant's choice and control.
Is it a conflict of interest to market both coordination and another service I deliver?
It can be if you present your own related service as an independent recommendation. You must disclose any interest you hold in writing and offer the participant genuine alternatives, documenting that they chose freely. The NDIA is actively scrutinising these brokerage and multi-support arrangements, so keep clear records.
What marketing gives a new coordinator the best return?
Relationships with referrers — LACs, NDIA planners, hospital discharge teams and allied health — because they decide where participants go at plan implementation. A one-page capability statement, fast response times, and a reputation for keeping participants in control beat paid advertising to participants, especially with rates frozen for a seventh year.
Can I use participant testimonials in my marketing?
Yes, with informed, documented consent. You must not identify a participant or share their story or image without that consent, and the testimonial must not be misleading. Keep the consent on file and remove the testimonial promptly if consent is withdrawn.
How should the 2028 commissioning changes affect my marketing now?
From 1 July 2028 the open market is replaced by a commissioned panel, so panel selection is likely to reward a documented record of compliance, outcomes and clean conflict-of-interest management. Market ethically now to build that evidence file. Confirm the timeline at health.gov.au and the Federal Register of Legislation, as it depends on the bill passing.