Independence: A Stronger Heartfelt Support -

Confident person in wheelchair enjoying outdoors

Note before uploading: This post reflects Heartfelt Support’s decision at the time of writing to operate as an unregistered provider. Please verify this is still current before uploading to staging — if Heartfelt has since registered with the NDIA, this post will need to be updated or retired.

At Heartfelt Support, our approach has always been to put participant support ahead of administrative process. As part of that commitment, we’ve chosen to operate independently rather than seek registration with the National Disability Insurance Agency (NDIA).

We know this raises questions, and we want to answer them directly.

What this means in practice

Operating as an unregistered provider means we don’t appear on the NDIS provider list and can’t support participants who are agency-managed. We can and do support participants who are self-managed or plan-managed — which represents a significant proportion of NDIS participants.

If you’re unsure how your plan is managed, check your plan documents or ask your support coordinator. Agency-managed participants have their funds administered directly by the NDIA. Plan-managed participants work through a plan manager. Self-managed participants handle their own funds.

Why we made this choice

NDIA registration involves a significant audit and ongoing compliance process. Our Operations Director Robert has guided three businesses through complex registration audits and believes our systems are more than capable of passing one. The decision wasn’t about capability — it was about where the time and energy is better spent.

The administrative demands of registration redirect resources away from direct participant support. By remaining independent, we keep those resources where they belong: in delivering and improving the quality of our services.

What it means for the quality of care

Independence gives us flexibility that registered providers don’t always have. We can adapt how we structure and deliver support to fit individual participants’ needs, rather than conforming to rigid frameworks. We can pursue innovation and improvement more freely. And we can remain genuinely focused on each person we work with, rather than on satisfying reporting requirements.

Our commitment to quality doesn’t depend on registration. It comes from the team we’ve built and the way we approach our work.

Is this the right fit for you?

If you’re self-managed or plan-managed and looking for disability support in Southern Adelaide, we’d love to talk with you. If you’re agency-managed, we’re happy to help point you in the right direction.

Get in touch and we’ll work out together whether we’re the right fit for your situation.