Conflict of interest

When someone’s interests could improperly influence advice or decisions, such as a coordinator steering you to their own services.

What it means

A conflict of interest is a situation where a person's or organisation's own interests could improperly influence the advice they give or the decisions they make, working against a participant's best interests. The interest might be financial, such as an organisation earning more money, or personal, such as helping a friend or a related business.

In the NDIS, a common example is a support coordinator or plan manager who also delivers other supports steering a participant towards their own organisation's services, rather than helping the person choose freely from all the options available. The concern is not always that something wrong has happened, but that the situation creates a real or perceived risk that the participant's interests come second.

In practice

Conflicts of interest cannot always be avoided, but they must be identified, disclosed and managed so the participant still gets genuine choice and control. Good practice is for the provider to tell you clearly when a conflict exists, explain your other options, and record how the conflict is being handled.

For example, if a support coordinator suggests a service run by the same company, they should say so openly, present alternatives, and support your decision either way. You are always free to ask questions, seek a second opinion, or choose a different provider. If you feel pressured or steered, you can raise it with the provider, the NDIS Quality and Safeguards Commission, or the National Disability Insurance Agency.

A real example

For example, Priya's support coordinator recommended a daily support service that turned out to be run by the coordinator's own employer. Because the coordinator disclosed this upfront, explained that other providers were available, and gave Priya time to compare them, Priya felt confident making her own choice rather than feeling pushed towards one option.

Conflict of interest — FAQs

What is a conflict of interest in the NDIS?
It is a situation where a provider's own interests, such as making money or helping a related business, could improperly sway the advice they give you or the decisions they make on your behalf. The risk is that your best interests come second. Conflicts should be identified, openly disclosed, and carefully managed so you still have real choice and control.
Is a conflict of interest always a sign of wrongdoing?
No. A conflict describes a situation, not necessarily bad behaviour. Many conflicts are unavoidable, especially when one organisation offers several services. What matters is that the provider recognises the conflict, tells you about it honestly, presents your other options, and manages it so your interests stay first. Problems arise mainly when a conflict is hidden or used to pressure you.
How should providers manage a conflict of interest?
They should identify the conflict, disclose it to you in plain language, and manage it so your choice and control are protected. In practice this means telling you when they are recommending their own services, explaining that other providers exist, presenting genuine alternatives, and recording how the conflict is handled. They should never pressure you towards a particular option.
Can my support coordinator refer me to their own organisation's services?
Sometimes, but they must be open about the connection and manage the conflict carefully. They should disclose that the service is linked to their organisation, offer you other options, and support whatever you decide. You are free to choose a different provider. If you feel steered or pressured rather than genuinely informed, that is a warning sign worth raising.
What can I do if I think a provider has a conflict of interest?
Start by asking the provider directly about their connections and your other options. You can request alternatives, seek a second opinion, or change providers. If you feel pressured or believe your interests were put second, you can raise concerns with the provider, the NDIS Quality and Safeguards Commission, or the National Disability Insurance Agency. Choosing a different provider is always your right.

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