NDIS Provider Websites: What to Include and What to Avoid
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An NDIS provider website should tell participants, families and support coordinators three things quickly: which supports you offer and where, whether you are a registered or unregistered provider, and how to start. It must also avoid the claims the ACCC and NDIA are cracking down on, such as "NDIS approved" or using the NDIS logo without permission.
Who reads an NDIS provider website?
Usually not just one person. A visit might come from the participant, a parent or partner, a support coordinator comparing providers, or a plan manager checking details. Each wants something different:
| Visitor | What they look for first |
|---|---|
| Participant | Plain-language description of the support, and whether staff will suit them |
| Family member or carer | Who the workers are, how safety and complaints are handled, and how to talk to someone |
| Support coordinator | Registration status, service area, capacity and how quickly you can start |
| Plan manager | Business details (ABN, contact) and how invoicing works |
What should the homepage say?
- The supports you provide, in the participant's words: "help at home", "getting out in the community", "support to live independently"
- Where you work, by suburb or region, for example "Brimbank, Melton and Wyndham"
- Your registration status, stated accurately (see below)
- Whether you currently have capacity for new participants
- A phone number, an email and a short enquiry form, with how quickly you reply
How should you describe your registration status?
Only providers registered with the NDIS Quality and Safeguards Commission may advertise as a "registered provider". An unregistered provider must not describe itself as registered or use wording such as "official NDIS provider" that implies it is (NDIA).
If you are registered, say so and give your registration details. If you are not, say plainly which participants you can support (for example, self-managed and plan-managed participants) so families don't find out after the first call.
What claims and logos must you avoid?
- The NDIS logo, unless you have written consent from the NDIA. Registered providers may use the "I/we heart NDIS" or "I/we support NDIS" logos with the "Registered Provider" tagline; unregistered providers may not (NDIA).
- "NDIS approved", "NDIS endorsed" or "fully NDIS funded". The government has warned providers about misleading claims of this kind (NDIA), and the ACCC has acted against false and misleading advertising aimed at participants (ACCC).
- Promises about what a participant's plan will cover. Funding depends on each plan.
General information, not legal advice. Check the current NDIA and NDIS Commission guidance before publishing.
How do you show families they can trust you?
- Real photos and short bios of your team, with first names and roles, shared with consent
- Worker screening and training in plain words
- How you handle feedback and complaints, and a link to your complaints process
- Testimonials only with written consent, and never identifying a participant without it
- Your ABN and a physical service area, so it is clear you are a real local business
Why does accessibility matter more here?
Many visitors use screen readers, magnification, captions or simple-language content. An NDIS provider website that is hard to use sends the wrong message before anyone calls.
- Text that can be enlarged without breaking the layout, and strong colour contrast
- Every image with alt text, and every video with captions
- Plain language, short paragraphs and clear headings
- A form that works with a keyboard, with labels on every field
- An Easy Read page or document for your main services, if you can
See website accessibility in Australia for the standards to aim for.
What pages does an NDIS provider site need?
| Page | Purpose |
|---|---|
| Home | Supports, area, registration status, capacity, contact |
| One page per support type | What the support involves, who it suits, how it starts |
| About and team | Who you are and who will turn up |
| For support coordinators | Referral process, capacity, response times, a referral form |
| Feedback and complaints | How to raise a concern and what happens next |
| Privacy policy | How you handle personal and health information |
Health and disability information is sensitive, so your privacy policy matters. See privacy policies for small business websites.
What should the page for support coordinators include?
Support coordinators often look for a provider on behalf of several participants at once. They want facts fast, so a dedicated page saves everyone a phone call. This is the structure we use:
| Section | What to include |
|---|---|
| Who you support | Age groups, types of disability or needs you have experience with, and any you don't take on |
| Supports offered | Each support in one line, linked to its own page |
| Area | Suburbs or council areas you cover, and whether you travel further for some supports |
| Current capacity | Taking new participants, waitlist, or full, with the date you last updated it |
| How referrals work | What you need, who reviews it, and when the coordinator will hear back |
| Funding | Which participants you can work with: NDIA-managed, plan-managed, self-managed, as your registration allows |
| Contact | A named intake contact, direct phone and email, and a referral form |
Only show a capacity status you keep current. A page that says "taking new clients" when you aren't wastes the coordinator's time and costs you their trust.
What should the enquiry and referral form ask?
Keep the first form short. You can collect detailed information later, in a conversation, once you know you can help. A first enquiry usually needs:
- Name of the person enquiring and their relationship to the participant
- Best phone and email, and the best time to call
- Suburb
- The kind of support they are looking for, as a list to tick
- How the plan is managed, as a simple drop-down
- A free-text box for anything else they want you to know
Under privacy law, organisations covered by the Privacy Act must take reasonable steps to tell people certain things when they collect personal information, such as who is collecting it and why (OAIC). A short line under the form, linking to your privacy policy, does this simply.
Don't ask for diagnoses, NDIS numbers or plan documents in a public website form unless you truly need them at that stage and your form and inbox are set up to protect them.
General information, not legal advice.
Related reading. contact form best practices.
How do you write support pages in plain language?
Many NDIS websites are written in funding language: "Assistance with daily life", "Capacity building", "Core supports". Coordinators know those terms. Participants and families often don't. Use both: the everyday words first, and the NDIS category underneath.
| Instead of | Try |
|---|---|
| "We deliver person-centred capacity building supports" | "We help you learn skills for everyday life, like cooking, catching public transport or managing money" |
| "Assistance with self-care activities" | "Help with showering, dressing and getting ready for the day" |
| "Community participation" | "Support to get out and do things you enjoy, like sport, shopping or meeting friends" |
Each support page can then follow the same pattern: what the support is, who it suits, what a typical session looks like, how it starts, and a button to enquire.
How do you keep the website accurate over time?
An NDIS website goes out of date quickly: staff change, capacity changes, rules and guidance change. Out-of-date information can mislead families, and some of it, such as registration wording, carries rules of its own.
- Set a monthly reminder to check capacity, service areas and team photos
- Remove staff profiles within a week of someone leaving
- Check the NDIA logo guidance and your registration wording at least once a year (NDIA)
- Keep a simple log of what changed on the site and when
- Test the enquiry form each month by sending yourself a message
How do you know the website is helping?
For most providers, the goal is enquiries and referrals from the right participants in the right areas. Track those, not just visitors.
- Set enquiry and referral form submissions as key events in Google Analytics (Google Analytics Help). See Google Analytics 4 for business owners
- Note on each enquiry whether it came from a family, a participant or a coordinator, and how they found you
- Check your Google Business Profile performance report each month. See reading your performance report
- Return calls the same day where you can. Families often contact several providers at once. See what missed calls cost small businesses
If most good referrals come from coordinators, put more effort into that page and keep it current.
Morphic designs accessible websites for NDIS and home support providers in Melbourne, written in plain language with clear referral paths. Get a free quote, or book a 30-minute call.
Related service. websites for professional services.
Related reading: Case Study: Family Touch Home Support's Website Redesign, Website Accessibility in Australia and What Must an Australian Business Website Show?.
Title 14 to Title 15 and Main Content 14 to Main Content 15: leave empty.
Key Takeaways
Say which supports you offer, where, and whether you have capacity, on the homepage.
State your registration status accurately; only registered providers may call themselves registered.
Never use the NDIS logo without NDIA consent, or claims like 'NDIS approved'.
Build trust with real team bios, a clear complaints process and consented testimonials.
Make the site accessible: plain language, contrast, alt text, captions and keyboard-friendly forms.
Emon Datta
Founder, Morphic Agency
Morphic Agency is a Melbourne-based UX design agency. We've shipped 50+ products across 15+ countries.
