Provider Exit Framework | FOI release material

DOCUMENT 1

Provider Exit Framework

Providers Branch

February 2026

                           Page 1 of 38

Contents

Introduction ……………………………………………………………………………………………. 3

1.1. About provider exits …………………………………………………………………………. 4

1.2. Objectives of the Framework …………………………………………………………….. 5

1.3. Alignment to other NDIA Policies and Frameworks ………………………………. 5
Types of provider exits …………………………………………………………………………….. 6
Proactive market monitoring …………………………………………………………………….. 8
Provider exit steps ………………………………………………………………………………….. 8
Governance, escalation and stakeholder roles and responsibilities ………………. 12

Governance and Escalation ……………………………………………………………………. 12

5.1. Summary of NDIA roles and responsibilities .............................................. 16

5.1.1  NDIA Stakeholders who are central to managing provider exits ............. 16

Markets Division ……………………………………………………………………………………. 16

Providers Branch ............................................................................................... 17

National Delivery ................................................................................................ 17

Home and Living Planning and Operations ……………………………………………….. 17

Partners Branch ................................................................................................. 18

Strategic Communications ................................................................................. 18

Finance   ............................................................................................................ 18

Legal       ............................................................................................................ 18

NDIA Intelligence and Fraud Fusion Taskforce ………………………………………….. 18

5.1.2  Stakeholders who provide advice ........................................................... 18

Specialist teams ................................................................................................. 19

Executive Leadership Team (ELT) ..................................................................... 19

5.2. Summary of external stakeholder roles and responsibilities ...................... 19

Exiting provider .................................................................................................. 19

NDIS Quality and Safeguards Commission (NDIS Commission) ………………….. 19

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Partners in the Community (PiTC) …………………………………………………………… 20

Support Coordinators ......................................................................................... 20

6. Evolving Market Stewardship ………………………………………………………………….. 20

Risk Management …………………………………………………………………………………. 21
Related procedures and resources ………………………………………………………….. 21
Appendix A – Checklist of key provider exit activities ………………………………….. 21
Appendix B – Risk Assessment (from PANDA Live Provider Dashboard) ………. 25

Version Control …………………………………………………………………………………….. 29

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Introduction
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The purpose of the Provider Exit Framework (the Framework) is to provide the National Disability Insurance Agency (NDIA) with a structure for the processes, roles and responsibilities associated with coordinating the NDIA’s response to committed provider exits and monitoring the market for providers who may be at risk of exit. The Framework comprises four key elements:

1. The Framework document, which outlines the context, background and
  governance for provider exits. It also provides an overview of the steps that
 may be required when managing a committed provider exit and monitoring
   the market for providers at risk of exit;

2. Proactive Monitoring, assists the NDIA to identify providers that may be at
    risk of exiting the delivery of NDIS supports;

3. Provider Dashboard Overview from PANDA Live, which supports the NDIA
    in determining the likely impact of a provider exit on NDIS participants;

4. The Standard Operating Procedure – Notification of a Provider Exit,
  which supports step-by-step management of the provider exit process to
  oversee the smooth transition of participants to new arrangements.

                                                               3

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This Framework is a live document and will be updated as required, as the NDIA updates related policies, standard operating procedures and other structures.

Figure 1: a table showing The Provider Exit Framework 4 key elements

1.1. About provider exits

The introduction of the National Disability Insurance Scheme (NDIS) has resulted in significant growth in disability related markets and the emergence of many new entrants to the provider market. As the market matures, service providers will expand, contract, enter and exit the provision of disability services. Low barriers to market entry and exit help foster more market competition and better outcomes for disability supports and NDIS participants. The primary focus for the NDIA in the situation of a provider exiting is to enable participants to maintain continuity of their supports by smoothly transitioning from the exiting provider to a new provider, or other arrangements of their choice.

In most circumstances, participants can self-mobilise, and alternate providers are able to respond efficiently to meet participant’s needs, with no or minimal intervention from the NDIA. Other exits are more complex because of a rapid timeframe, the nature of supports provided, or the number of participants affected. These exits

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require greater NDIA involvement to manage and mitigate the risks and impact on participants.

Provider exits form one of multiple reasons for participants to change providers or arrangements. Participants may experience a change in circumstance or goals, for which the NDIA already has robust processes in place to support participants. This Framework leverages these established processes.

1.2. Objectives of the Framework

This Framework aims to capture what the NDIA’s collective response to a potential provider exit needs to be. The objectives are to:

•  provide a structured approach to manage provider exits, presenting clear
  approaches that are proportional to the risks presented to the participant and
   the NDIA;

•  outline roles and responsibilities of key internal and external stakeholders,
   including overarching governance structures that may be involved in a
   provider exit;

•   identify escalation points during a provider exit;

•  support a risk management approach for individual exits and to identify and
   escalate systemic risk; and

provide a vehicle for continuous improvement in provider exit management.

1.3. Alignment to other NDIA Policies and Frameworks

This Framework aligns to, and draws from, a number of other NDIA Frameworks and processes, including:

• Business as usual processes as used by National Delivery and Partners in the Community to support participants

• COVID19 change of service

• NDIA Business Continuity Policy

• Operational Protocols between NDIA and the NDIS Quality and Safeguards Commission (NDIS Commission).

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Types of provider exits

Various circumstances may result in a provider exiting NDIS service provision. Some drivers for provider exit include financial stress, difficulty transitioning to new NDIS structures and operating models, non-compliance or fraud (examples outlined in Table 1). This list is not exhaustive, with each provider exit presenting a unique set of circumstances specific to the organisation, participant base, geography and other market factors.

We can broadly distinguish provider exits as ‘orderly’ or ‘disorderly’:

• Orderly — An exit where participants, and their families and carers, understand a provider will cease delivering NDIS supports and are able to engage with new provider/s to ensure they continue to receive the supports they need. NDIA support may or may not be required in the case of an orderly exit. Participant choice and control should be considered as part of the exit.

• Disorderly — An exit where participants, and their families and carers, do not have timely visibility that a provider will cease delivering NDIS supports and require assistance from the NDIA to engage with new provider/s to ensure they continue to receive the supports they need. Participant choice and control should be considered as part of the exit.

Table 1: Common provider exit types

Provider exit type	Definition and description overview	Type of exit
Committed Provider Exit	Provider exit notifications received by the NDIA for NDIS providers that require NDIA action/oversight.	May be orderly or disorderly
Pre-exit warning	A provider notifies the NDIA that they may be considering exiting the NDIS market. Proactive market scanning gathers pre-exit warnings. Importantly, not all providers at risk of exit may notify the NDIA of exit pressures.	Pre-exit, monitoring stage

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Provider exit type	Definition and description overview	Type of exit
Single-service exit (partial exit)	A single-service exit refers to a provider choosing to exit from one service type they offer to NDIS participants but remain in operation across its other areas of business or services. A partial exit or consolidation of support offerings are a part of single service exits.	May be orderly or disorderly
Whole of organisation exit (full exit)	A whole of organisation exit is a full exit from the NDIS. Reasons for whole of organisation exits can be strategic, financial or other (including non-compliance or fraud). Financial distress resulting in an exit may involve, or can lead to, some form of insolvency appointment.	May be orderly or disorderly
Voluntary deregistration - Transition to unregistered provider	A transition to operating as an unregistered provider is when a currently registered NDIS provider signals to the NDIA that they have an intention to operate as an unregistered NDIS provider. This means that participants who have NDIA managed plans will not be able to access this provider without changing their plan management status to plan-managed or self-managed.	May be orderly or disorderly
Involuntary deregistration - revocation	The revocation of a registration is the process where the NDIS Commission deem a provider not suitable to continue to operate as a registered NDIS provider. This means the provider cannot provide supports to NDIA managed participants. The timeline for revocation is generally	May be orderly or disorderly

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subject to the circumstances, such as risks to participant welfare.

Proactive market monitoring

The NDIA may become aware of a provider at risk of exit through two broad channels, local market intelligence through engagement and proactive media scanning.

Local Market Intelligence

Local Market intelligence can come from multiple channels including providers, participants and other sources. Some common examples of these channels include:

•  Direct notification from the provider to the Provider Exits Operations team;

•  Direct notification from the provider to the NDIS Commission;

•  Liaison and insights from other NDIA teams, including the NDIA Intelligence,
 Scheme Integrity, Media team or National Delivery.

Media scanning

Proactive media scanning assists the NDIA to identify NDIS providers who have indicated a risk of exiting the delivery of NDIS supports in the media. Once identified a desktop assessment of the potential impact if the exit was to eventuate is completed using the Provider Dashboard.

Provider exit steps

This section provides an overview of the key steps involved in the provider exit process. The steps selected for each provider exit should be proportionate to the level of risk the exit presents to participants and the Scheme more broadly.

Risk assessments are determined on a case-by-case basis. It is important to note that both orderly and disorderly exits may be high risk depending on their specific circumstances. An overview of the risk criteria includes:

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Participant criteria — includes number of participants affected, services impacted, number of rural and remote participants, participant streaming and whether a plan review is required

Exiting provider criteria — the exiting provider’s ability and willingness to be involved in the exit process to support participant transition to new arrangements, number of active service bookings or claims in the past 95 days and support type. It is important to note that providers have obligations and responsibilities under the NDIS Code of Conduct and NDIS Practice Standards. Notably Specialist Disability Accommodation (SDA) and Supported Independent Living (SIL) supports are considered to be high risk in all exit circumstances

Market and NDIA criteria — this considers the markets ability to absorb participants affected by a provider exit, the NDIA’s capacity to manage the provider exit and any reputational risk posed to the NDIA or the Scheme.

Examples of low, medium, and high or critical provider risks are in Table 2 below.

Table 2: Typical characteristics associated with each level of risk

Risk level	Description and key characteristics associated with this level of risk
Low	Many provider exits do not require any intervention from the NDIA. In these instances, the exit will be monitored by the NDIA. For example:

Providers who are working with all affected participants to transition to alternate arrangements.
Providers delivering non-core supports in competitive markets.
The provider has notified participants with adequate lead time for transition. | | Medium | Some provider exits may require ‘light touch’ coordination, which requires limited NDIA support to facilitate and monitor participant transition to alternative arrangements. For example:
A support coordination provider is exiting and has committed to managing a warm handover for all participants to new providers of |

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their choice. Small portions of participants require a plan review, which the NDIA completes through National Delivery.

| High or critical | Generally, provider exits in this category will be exits that will affect significant numbers of participants or are complex in nature. For example:

Exit of a provider who offers Specialised Disability Accommodation (SDA) or Supported Independent Living (SIL) services (even where there is a small number of participants).
Where an exit impacts participants who live in rural and remote locations or in areas with limited or no alternative providers (often referred to as ‘thin markets’).
Where the timeframe for exit is insufficient and may affect participant wellbeing without alternative arrangements.

Provider exits of this nature are likely to require dedicated steering committees and working groups (which may include ELT involvement) to determine approved decision-making. |

Given each exit presents different scenarios, the Framework is a guide to step out each key process in a provider exit. The key steps are in the table below and outlined in further detail in a checklist at Appendix A.

Table 3: Key steps in checklists

Step	Step name	Purpose and description
1	Establish provider exit background and context	Gather initial information on the exiting provider.
2	Conduct risk assessment and desktop analysis and verify risk	Assess the risks presented by the provider exit and consider the appropriate course of action based on the information gathered.
3	Identify key stakeholders and

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Step	Step name	Purpose and description
	establish working group(s)	required. Refer to checklist in Appendix A for a list of relevant stakeholders.
4	Create risk management plan (within the Transition Plan)	The Providers Branch to create a risk management plan for identified risks, including impacted stakeholders, likelihood of risk occurring, impact if risk occurs, preventative measures and mitigation strategies.
5	Develop transition plan/strategy	Develop a planned course of action with key roles and responsibilities, actions, and have all information recorded. This includes validation with the relevant NDIA teams to support the decisions on next steps.
6	Contact participants to obtain consent	Ensure that participants exercise choice and control in their decision-making during transition.
7	Conduct market sounding and identify any market supply issues	Identify potential alternate providers and determine any market supply issues.
8	Ensure all claims are up to date and all service bookings are closed off	Ensure claims are closed appropriately and determine any interventions required in the transition process.
9	Establish new service agreements	Assist participants to smoothly transition to alternative providers to ensure continuity of supports.
10	Confirm successful transition has occurred	Ensure completion of the participant transition process.
11	Finalise provider exit	Finalise the exit process and inform key stakeholders as required.

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Governance, escalation and stakeholder roles and

responsibilities

Governance and Escalation

Robust governance and escalation arrangements will ensure the various aspects of the provider exit process are connected and will enable swift decision making at the right level. Central to a provider exit is the smooth transition of participants from the exiting provider to a new provider. It is critical to the participant that continuity of supports is maintained, and this requires the input of multiple business areas across the NDIA.

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Flowchart 1: Governance and Escalation – High Level Activities

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Table 4: Critical Decisions and Escalations

Critical Decision/Escalation	Description	Responsible Delegate and Escalation point
Critical Decision 1	Provider approaches NDIA signalling potential exit and requests additional funding due to financial sustainability issues	General Manager Providers Division General Manager, National Delivery DCEO, Partners, Providers and Home & Living
Critical Decision 2	NDIA identifies a provider exit would leave participants at risk of not receive critical supports (SIL, SDA etc) due to a lack of other providers in the market. The NDIA may need to consider: a) pricing arrangements (either temporary, transitional or ongoing) to facilitate existing provider to continue delivering supports; or b) if alternative market intervention and commissioning activities are required	General Manager Providers Division, General Manager, National Delivery DCEO, Partners, Providers and Home & Living

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| Critical Decision 3 | Plan reviews required immediately

Complex plan reviews required immediately

SIL funding reviews required immediately | State Manager

Branch Manager Complex Support Needs

Branch Manager Home and Living Planning and Operations

If planning and funding related matters cannot be resolved, they will be escalated for resolution to:

General Manager National Delivery

General Manager Operations Performance and Capability |

The primary users of this Framework will be:

• The Providers Branch, Provider Exits Governance Team, who are the owners of and are responsible for overall management and coordination of the Framework and its components.

• The Provider Exits Operations Team, who will lead provider engagement (including Support Coordinators) where required.

• National Delivery and Partner Performance (through Local Area Coordinators), who will take responsibility for reviewing impacted participant plans to ensure funding decisions were appropriate and lead liaison with participants affected by the provider’s exit.

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• Home & Living Branch, who are responsible for policy setting for all home and living related NDIS products, including SDA and SIL.

• Government Division, who are responsible for maintaining relationships with State and Territory governments and will be actively engaged in communicating to these stakeholders the status of exits (if required).

• Home and Living Planning and Operations, who are responsible for reviewing SIL and SDA decisions, including ensuring appropriate evidence has been taken into consideration when determining SIL and SDA funding recommendations

5.1. Summary of NDIA roles and responsibilities

A number of NDIA stakeholders will have a critical role to play in a provider exit scenario. These roles and responsibilities will vary dependent upon the scale of the provider exit.

5.1.1 NDIA Stakeholders who are central to managing provider exits

Markets Division

The NDIA’s Markets Division is responsible for developing and implementing a comprehensive strategic and tactical plan for the stewardship of a market of NDIS providers. These include:

• stimulating market supply to meet current and future demand

• identifying and responding to market supply gaps including development of commissioning approaches

• managing price regulation functions and associated activities

• producing & communicating market information

• identifying and resolving systemic issues affecting market development and provider performance

• supporting development of specialist markets within and adjacent to the NDIS

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• developing and implementing initiatives to improve participation in employment.

Providers Branch

The Providers Branch has national responsibility for provider engagement with a role to coordinate provider consultation for the NDIA.

The Providers Branch role is to oversee the coordination of a provider exit and risks associated, based on data insights. The Providers Branch is also responsible for regular internal reporting on the progress of a provider exit to relevant internal SES, and to engage the relevant internal NDIA stakeholders, including other Branches or Divisions e.g., National Delivery.

Within the Providers Branch, the Exits Operations Team has a primary role to liaise with potential and actual exiting providers at the early stages and throughout the exit process. In addition to this, the Exits Operations team may engage in market sounding activities, in the event of an exit in a thin market or liaise with participant support coordinators if necessary. This team will also provide important insights into the risk assessment process such as competitiveness of the market, and capacity and willingness of alternate providers to take on additional participants.

National Delivery

At time of notification of a potential exit, National Delivery’s role is to review plans, funding and transition needs of participants.

This will ensure that participants have the funding to both engage their Support Coordinator to assist in transition or connect with an alternative provider for that support. In some more complex instances, National Delivery may have a more hands on role in assisting participant transition.

Home and Living Planning and Operations

If the participant’s plan includes home and living requirements, Home and Living Planning and Operations may also be required to review SIL and SDA funding decisions, which are central to the confirmation of the provider exit.

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Partners Branch

The Partners Branch has a role to liaise with and coordinate Partners in the Community, including LAC’s, who may be supporting participants (including self- managed participants) to transition to new arrangements.

Strategic Communications

The Communications team will be accountable (when required) for the development of appropriate messaging for participants as well as media, NDIA staff, and where required, ministerial and government stakeholders. Consistent and relevant communication will be provided to the Providers Branch and dispersed to the Provider Exits Governance and Provider Exits Operations Teams, National Delivery and LAC’s.

Finance

The Finance Branch has a role to provide advice and support around topics such as funding appropriation, transactions, and financial governance when drawn upon from the Provider Exits Working Group or Steering Committee.

Legal

The Legal Branch has a role to provide legal advice related to provider exits where required.

NDIA Intelligence and Fraud Fusion Taskforce

The NDIA Intelligence and Fraud Fusion Taskforce investigates possible occurrences of NDIS fraud and compliance issues related to both providers and participants.

5.1.2 Stakeholders who provide advice

Home & Living Branch

The Home and Living Branch will consider thematic findings of any exits.

Government Relations Branch

The Government Relations Branch will engage with related State and Territory governments in relation to exits and operational concerns regarding participant mainstream supports.

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Specialist teams

Specialist teams include the Payments team, Assistive Technology and Home Modifications, SDA, Early Childhood Early Intervention, and Intermediaries and Complex Pathways. Specialist teams will support a provider exit where the services or supports concern the specific specialist area.

Executive Leadership Team (ELT)

The ELT may be involved in high or critical risk provider exits, with a role to contribute to decision making within the Steering Committee.

Market Experience Committee

The Market Experience Committee will receive updates from the Providers Branch on provider exits and associated issues and trends, via regular reporting channels.

5.2. Summary of external stakeholder roles and responsibilities

Exiting provider

Generally, an exiting provider will engage with the NDIA about their exit and operationalise a transition plan for participants. This may include working with the NDIA to enable participants to transition, providing a warm handover to an alternate provider and supporting the participant through this change. In other scenarios, an exiting provider may not be willing or able to provide this support. This can often be in the event of a revocation of registration or fraudulent case, in which the NDIA has more involvement in ensuring participants are supported in transitioning to alternate arrangements.

NDIS Quality and Safeguards Commission (NDIS Commission)

The NDIS Commission is an independent body with a role to oversee the delivery of quality supports and services under the NDIS. In relation to provider exits, the NDIS Commission’s role in provider registration, renewal and de-registration is critical.

The NDIS Commission will consult with the NDIA in some cases prior to revocation to allow the Providers Branch to complete initial analysis and understand resource requirements. Follow the Operational Protocols between the NDIA and the NDIS Commission for information sharing in the event of a provider exit.

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Partners in the Community (PiTC)

Where there is consent to do so, PiTC have a role to liaise with participants to support a successful transition to new arrangements. PiTC may provide information, such as lists of alternate providers, and follow up support to participants during the transition process.

Support Coordinators

Support coordinators assist participants in finding a provider that meets their needs, sourcing new providers, coordinating a range of supports, resolving points of crisis, parenting training, and developing participant resilience in their own network and community. They will have a role in a provider exit to follow up and support participants during the transition process.

Evolving Market Stewardship

The Framework will enable a structured, repeatable, and proportionate approach to the co-ordination of provider exits. This will enable the NDIA to take on a more proactive market steward role in the medium and long term and identify systemic issues more easily. Providing engagement and support to providers prior to an exit eventuating is necessary.

The provider exit tools and steps will provide the NDIA with new data, reported in a consistent manner, that can be used to identify broader market issues. For example, the impact analysis and risk assessment data may highlight:

• common provider areas of risk – such as behaviours around claims or financial viability which are most likely to lead to exits.

• market risks and issues – including themes common to thin markets and supply of certain support types; or

• areas where the NDIA may consider new interventions to manage unique exits.

These insights will allow the NDIA to more effectively deal with common issues that are likely to lead to provider exits. For example:

• There is a growing need to focus on how support to providers can help to increase their understanding of, and ability to, operate successfully with the NDIS. Types of support may include how to transact in the portal and interact

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with other tools to deliver participant supports through training and education resources.

e The Framework will support more targeted NDIA communications to the market, including guidance around how we communicate with providers’, and how they operate within the market.

Risk Management

There are risks associated with the Framework, which are outlined in the Providers Branch risk register.

Related procedures and resources

Standard Operating Procedure — Service Bookings SOP_ServiceBookings.docx

Standard Operating Procedure — Unable to Contact

Appendix A — Checklist of key provider exit activities

Table 5: Checklist of Key Activities to consider when a provider notifies their intention to exit

| Establish provider exit background and context | Complete
Outstanding
Not applicable | | Check the Provider Dashboard in PANDA Live | Complete
Outstanding
Not applicable | | Risk Assessment completed (developed from the Provider Dashboard) | Complete
Outstanding
Not applicable |

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Key Activities	Status
Providers Branch Lead Director and Assistant Director assigned to provider exit	Complete Outstanding Not applicable
Identify key stakeholders and establish working group - Provider Exits Governance - Provider Exits Operations - National Delivery - Communications - NDIA Intelligence - Scheme Integrity Response Team (SIRT) - Scalable Integrity Responses - Finance - Legal - Specialist teams - NDIS Quality and Safeguard Commission - National Contact Centre - Risk	Complete Outstanding Not applicable
Participant list requested from provider (by Provider Exits Operations Lead)	Complete Outstanding Not applicable
Minister’s Office Briefing	Complete Outstanding Not applicable
Communications Plan	Complete Outstanding Not applicable

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Key Activities	Status
Finance Notified	Complete Outstanding Not applicable
Participant Plan Review conducted by National Delivery	Complete Outstanding Not applicable
Provider Exit Participant Transition Plan	Complete Outstanding Not applicable
Support Coordinator Briefings	Complete Outstanding Not applicable
NDIS Quality and Safeguards Commission Notified	Complete Outstanding Not applicable
NDIA Media Notified	Complete Outstanding Not applicable
NDIA Board Notified	Complete Outstanding Not applicable
IAC Notified	Complete Outstanding Not applicable

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Key Activities	Status
Administrator Working Group Meeting	Complete Outstanding Not applicable

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Appendix B – Risk Assessment (from PANDA Live Provider

 Dashboard)

Provider Exit Risk Assessment as at [insert date]
Provider Trading Name	[insert providers trading name]
Provider Legal Name	[insert provders legal name]
Provider ABN	[insert ABN]

Aggregate Risk	Risk Rating	Reason / Comment
	Low

Quantitative Risk
Risk Type	Risk Rating	Quantitative Risk Commentary
Participant Risk	Low
Participant Complexity Risk	Low
Critical Support Risk	Low
SIL Risk	Low
SDA Risk	Low
Insufficient Funding Risk	Low
Insufficient Support Coordination Risk	Low
Plan Expiry Risk	Low
Desktop Market Impact Assessment	Low	Assessment based on all the above risk factors

Qualitative Risk
Risk Type	Risk Rating	Qualitative Risk Commentary
Reputational Risk	Medium
Time Risk	Medium
Alternate Provider Capacity and Willingness	Low
Criticality of Supports	Low
Complexity of Supports Required	Low

Risk Assessment Tracking
Assessment	Aggregate Risk Rating	Reason / Comments
Initial Desktop Assessment [insert todays date]	Low

*Note: The number of affected participants is based upon data available to the NDIA at the time of producing the desktop risk assessment. Page 1

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Table 6: Risk Descriptors

Descriptor	Definition
Quantitative Risks
Participant Risk	Number of participants impacted by the exit. 1-19 participants is Low, 20-99 participants is Medium, and 100+ participants is High.
Participant Complexity Risk	Potential complexity of needs. Zero participants is Low, 1-9 participants is Medium and 10+ is High.
Market Risk	Potential market inability to absorb participants. This is measured by the availability of alternate providers for the same support in the same location. Zero participants is Low, 1-9 participants is Medium and 10+ is High.
Critical Support Risk	Participants who are receiving critical supports from the provider. Zero participants is Low, 1-9 participants is Medium and 10+ is High.
SIL Risk	Any participants receiving SIL supports from the provider. Zero participants is Low, 1-9 participants is Medium and 10+ is High.
SDA Risk	Any participants receiving SDA supports from the provider. Zero participants is Low, 1-9 participants is Medium and 10+ is High.
Insufficient Funding Risk	Any participants with insufficient funding based on consumption of current funds who may require a plan review. Zero participants is Low, 1-9 participants is Medium and 10+ is High.

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| Insufficient Support Coordination Funding Risk | Any participants with insufficient support coordination funding (<$1,500 remaining) who may require a plan review. Zero participants is Low, 1-9 participants is Medium and 10+ is High. | | Plan Expiry Risk | Participants with plans ending in the 60 days. Zero participants is Low, 1-9 participants is Medium and 10+ is High. | | Qualitative Risks | | | Descriptors | Definition | | Reputational Risk | Based on whether there are any risks posed to the Agency’s reputation. This is often present particularly if there is expected to be some media attention on the exit. | | Time Risk | Dependent on the combination of the timeline stipulated by the exiting provider, against support type and required plan reviews. For example, 3 months for a core support may present sufficient time for a participant to transition to an alternate provider, however for a support such as SIL (which can take up to 8 weeks to approve a quote), 3 months may not provide sufficient time and pose a risk to the exit. | | Alternate Provider Capacity and Willingness | Based on the knowledge of the Providers Branch and any market sounding activities, this is not dependent on what alternate providers are in the area, but rather if they are able to take on the additional participants. For example, the data may suggest there are sufficient alternate providers in that LGA for that support, but Providers Branch intel may suggest that all the identified alternates are at capacity or have waitlists for their services. |

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| Criticality of Supports | Based on the support types the provider offers. Likely to present a higher risk if the supports are relied on by the participant in their daily life (e.g. SIL, SDA, Daily Activities). | | Complexity of Support Required | Based on the support types of effected participants. Likely to be a higher risk for supports like SIL. |

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Version Control

Version	Amended by	Brief Description of Change	Status	Date
V1.0	AHK057	Initial changes	Approved	2020-12-03
V2.0	VRLO18	Review and updates	Approved	2020-12-11
V3.0	SBO0079	Review and updates	Approved	2021-04-03
V4.0	SBO0079	Review and updates	Approved	2022-09-01
V5.0	SB0079	Review and updates	Approved	2024-12-12
V6.0	KAO035	Review and updates	Approved	2026-01-16
V7.0	SMO0081	Minor updates	Approved	2026-02-20

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DOCUMENT 2 FOIOFFICIAL25/26 - 2521 Talking Points

The content of this document is OFFICIAL

Background only – for verbal distribution only. Document strictly not for external distribution. Provider exit: AEIOU Foundation

Version control: v3.0 – 16 March 2026

How to use this information

• These talking points are to assist NDIA staff when speaking with participants or other stakeholders about this topic. • Note: This document is not a list of approved media lines.

Background

Registered NDIS provider AEIOU Foundation, ABN: 19135897255, has advised the NDIA they have entered liquidation and ceased operations as of close of business 11 March 2026.

Pilot Partners has been appointed as AEIOU Foundation’s liquidator.

This will impact NDIS participants in Queensland, Australian Capital Territory, New South Wales, South Australia and Victoria who currently receive supports from AEIOU Foundation. As the NDIS matures, disability service providers will continue to enter and leave the industry. Drivers for provider exit include:

• administration or liquidation • workforce availability • change in operating model or strategic direction – e.g., focus on core NDIS supports • non-compliance or fraud.

When a provider exits, often participants can self-manage the move to another provider. The new service provider can respond to the participant’s needs with no, or minimal support from the NDIA.

The NDIA’s Providers Branch assesses the complexity of each provider exit and how to support participants. Actions considered and undertaken include contacting the affected participants, support coordinators (SCs), early childhood partners and local area coordination partners (partners).

                              OFFICIAL                                   Page 31 of 38

OFFICIALFOI 25/26 - 2521

Key messages

• The introduction of the NDIS has resulted in significant growth in disability related markets

 and new providers. As the market matures, some providers will need to review if they

  should continue to operate, or if they should stop delivering some or all NDIS supports.

• AEIOU Foundation has advised the NDIA that it has made a business decision to enter

   liquidation and cease operations effective from Thursday 12 March 2026.

• When a provider exits our focus is to assist participants to access new providers so they

  can continue to receive the supports they need.

• NDIS participants can find and contact other providers who can deliver services to meet

    their needs.

• We have a process in place to support provider exits. This includes working with

   participants, partners, providers and relevant stakeholders including the NDIS Quality and

  Safeguards Commission.

• We are working with AEIOU Foundation’s liquidator to assist all impacted participants to

   receive information about changes to their supports and services as early as possible and

  help to find new providers, if they need it.

• Concerned participants can contact their early childhood partner, local area coordination

   partner or support coordinator or phone the NDIS on 1800 800 110.

Q and As

How does the NDIA support participants who are impacted by a provider exit?

The NDIA is working closely with the liquidator to support participants who may choose to use

different providers to deliver their NDIS supports in the future.

Why is this provider no longer providing the support I need?

As with any market, providers may consider if they wish to continue delivering NDIS supports at

any time. This decision is made by the provider, we will assist to ensure that if needed,

participants can find alternative providers to continue to deliver the supports they need.

How are affected participants informed of a provider’s exit?

Providers or the liquidator should contact the affected participants and explain any changes or end

to services.

Providers are also required to notify the NDIA. When this happens, the NDIA will contact impacted

participants to offer further support and assistance.

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Which AEIOU Foundation centres are closed as of 12 March 2026?

All AEIOU Foundation centres have been closed with immediate effect of COB 11 March 2026.

Please do not visit the centres as they will be closed. All bookings, appointments and enrolments

from 12 March 2026 onwards are cancelled.

AEIOU Centre locations closed	Status
Townsville, 31 Darcy Drive, Idalia Q 4811	Closed
Sippy Downs, 90 SIPPY DOWNS DRIVE, QLD 4811	Closed
Bald Hills, 40 Attunga Street, Bald Hills Q 4036	Closed
Logan - Griffith University Logan Campus Building L13, Facilities Lane, Meadowbrook Q 4131	Closed
Nathan - Griffith University Nathan Campus N77 Recreation Road, Nathan Q 4111	Closed
Adelaide,12 King George Ave, North Brighton SA 5048	Closed
Canberra, 2 Rusden Street, Garran ACT 2605	Closed
Toowoomba, 7 Friend Street, Harristown Q 4350	Closed

Where can AEIOU Foundation parents and carers make contact and get information,

support and resources regarding alternate education or childcare supports for their

children?

Below is a contact list provided by the Queensland Government Department of Education, Early Childhood Regulation and Communication, of the regional offices and contact details for

Queensland.

Regional Office	AEIOU closed service	Phone Contact	Email Contact

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Far North Qld Region	N/A	(07) 4037 3911	Cairns.ECRA@qed.qld.gov.au
North Qld Region	AEIOU Townsville	(07) 4758 3385	NorthQueensland.ECRA@qed.qld.gov.au
Central Qld Region	N/A	(07) 4932 4022	CentralQueensland.ECRA@qed.qld.gov.au
Darling Downs South West Region	AEIOU Toowoomba	(07) 4616 3791	Toowoomba.ECRA@qed.qld.gov.au
North Coast Region - Maroochydore Office - Maryborough Office	N/A	Maroochydore: (07) 5352 9910 Maryborough: (07) 4122 0814	Maroochydore.ECRA@qed.qld.gov.au Maryborough.ECRA@qed.qld.gov.au
Metro North Region - Northlakes Office - Nundah Office - Brisbane CBD Office	N/A AEIOU Bald Hills N/A	(07) 5433 6106 (07) 3634 0532 (07) 3034 5016	`redacted: s47E(d)-certain operations of agencies` MNRNundah.ECRA@qed.qld.gov.au MNRBrisbaneCBD.ECRA@qed.qld.gov.au
Metro South Region - Ipswich Office - Coorparoo 1 Office	N/A AEIOU Nathan	Ipswich: (07) 3436 6204 Coorparoo: (07) 3028 8063	Ipswich.ECRA@qed.qld.gov.au Coorparoo.ECRA@qed.qld.gov.au

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- Coorparoo 2 Office
South East Region	AEIOU Logan	(07) 5656 6688

Below is a contact provided by the South Australian Government Education Standards Board, for

education and care service enquiries in South Australia.

Education Standards Board	1800 882 413	`redacted: s47E(d)-certain operations of agencies`

How do we support participants who are concerned there is not a suitable alternative

provider?

Impacted participants will be able to work with their early childhood partner, local area coordination

partner, planner or support coordinator to find a new provider.

We will also identify participants with complex needs to manage any ongoing issues if they need to

transition to a new provider.

Participants choose who provides their NDIS supports. Participants can source alternative

providers if needed. NDIS partners (and support coordinators if they are a funded support in a

participant’s plan) can help participants find alternative providers.

Where should participants go for more information?

Participants can contact their early childhood partner, local area coordination partner or support

coordinator or phone the NDIS on 1800 800 110.

Participants can check their early childhood or local area coordination partner in their local area on

the NDIS website:

Queensland | NDIS

New South Wales | NDIS

South Australia | NDIS

Victoria | NDIS

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Contact details of relevant partners:

Partner	Region	Contact Details
Kudos Services	SA	1800 931 190 kudos@ndis.gov.au
EACH	QLD, ACT, NSW	1300 003 224 each@ndis.gov.au
The Benevolent Society	QLD	1300 003 234 benevolent.ecei@ndis.gov.au
BUSHkids	QLD	Bundaberg: 07 4111 1655 Gympie: 07 5209 6020 Maroochydore: 07 5406 0708 Caloundra: 07 5208 9074 Kingaroy: 07 5209 6020 Hervey Bay: 07 4183 8920 Bundaberg: 07 4111 1655 Emerald: 07 4982 0905 Gladstone: 07 4904 5335 Rockhampton: 07 4994 2120 bushkids@ndis.gov.au
Mission Australia	NSW, QLD	1800 860 555 eceicairns@ndis.gov.au
UnitingCare	QLD	1800 543 354 unitingcare.earlychildhood@ndis.gov.au
Northcott	NSW	1800 118 481 northcott@ndis.gov.au
Intereach	VIC	1300 488 226 intereach-earlychildhood@ndis.gov.au
Carers Queensland	QLD	1300 999 636 pitc.lac.brisbane.south@ndis.gov.au pitc.lac.brisbane.north@ndis.gov.au

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		pitc.lac.northlakes@ndis.gov.au pitc.lac.ipswich@ndis.gov.au `redacted`

If a provider is about to exit, should participants cancel any existing service bookings?

Once decisions are made about new service providers, participants and the new provider should

follow the guidance available on the NDIS website at Managing service bookings | NDIS .

I am a participant and would like to move providers but keep the same support worker– is that possible?

There is no guarantee that your support worker will be able to continue to provide you with supports. Your early childhood partner, local area coordination partner or support coordinator is best placed to help you identify arrangements for your supports.

Who can partners and support coordinators contact for more information?

We work with exiting providers or their liquidator to assist all affected participants to receive timely

information.

For more information, participants, or nominees can email the National Contact Centre at enquiries@ndis.gov.au or call us on 1800 800 110 for general enquiries.

Support Coordinators can contact provider.support@ndis.gov.au

Early childhood partners, local area coordination partner can contact their relevant partner

performance account lead. If a partner is unsure who their lead is, please email s47E(d)-certain operations of agencies

I am a provider and I delivered supports to a NDIS participant for AEIOU Foundation (or

arranged by AEIOU Foundation). Will I get paid?

Continue to request payment for services as you have done so previously and/or as per what is in

the agreement you made with the participant and/or AEIOU Foundation. The NDIA does not have

visibility of service agreements between participants and providers, or providers and other

providers. Participants and providers are able to contact the liquidator, Pilot Partners via AEIOU@pilotpartners.com.au.

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I’m thinking of becoming a NDIS provider, but I am not sure it’s financially viable given the

recent provider exits. How can I be sure the NDIS won’t break my business?

The introduction of the NDIS has resulted in significant growth in disability related markets and

new providers. More than 10,330 registered providers supported Agency-managed participants in

the December 2025 quarter. Overall, there was more than 276,580 active providers in the same

period. As the disability services market matures, some providers will decide to exit either fully or

exit the delivery of certain types of supports.

The NDIA supports the NDIS provider market with support and education to help businesses

deliver supports to NDIS participants. It is in our interest to see businesses succeed, but we do not

provide business advice and/or have visibility of each business’s commercial interests.

Providers, support coordinators and plan managers can call our dedicated provider phone number

on 1300 311 675.

Further information

INTERNAL ONLY

For further information, contact Suzi redacted: s47F-personal privacy , Director, Providers Branch, s47E(d)-certain operations of agencies

EXTERNAL

Email the National Contact Centre at redactedor call us on 1800 800 110.

Clearance

Drafting officer: Kristie redacted: s47F-personal privacy Cleared by (BM): Stephen redacted: s47F-personal privacy Branch Manager, Providers Branch and Laura redacted: s47F-personal privacy, Branch Manager, Communications and Media Branch. Date: 16/03/2026 Version: Final Review date (max 6 months from release): 16/09/2026

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