Whether you’re funded through the NDIS or a Home Care Package (HCP), you’re entitled to support that puts your needs first. At Independent Living Specialists (ILS), we believe your funding should always empower your choice—free from hidden influences or commercial pressure.
This guide explains:
A conflict of interest can occur when someone involved in your care or support could benefit personally or financially from a recommendation they make. This might impact their ability to offer independent advice.
Conflicts of interest can be:
You have a right to advice and referrals based on what’s best for you, not what benefits someone else.
The NDIS has strong protections in place to prevent conflicts of interest. These include:
Allied health professionals, like Occupational Therapists (OTs), must provide unbiased advice when recommending assistive technology (AT). They must act in your best interests, not those of any supplier or organisation.
(See: “OG Assistive Technology“, page 13)
NDIS rules clearly prohibit anyone involved in your plan from accepting gifts, payments, or other rewards for sending you to a particular provider or supplier. These are considered serious breaches.
(See: “Conflicts of interest allied health factsheet”, page 2)
The NDIS Code of Conduct warns against any inducements such as free gifts, commissions, or discounts that could influence decisions. This includes situations where:
Think of it like this: a doctor prescribing medication shouldn’t also own the pharmacy that sells it.
(See: “Code of conduct provider guidance“, pages 20, 22, 39)
Providers must clearly explain any relationship—financial or otherwise—that could be seen as a conflict of interest. You have the right to know.
(See: “Conflicts of interest allied health factsheet“, page 4; “Conflicts of interest checklist for providers“, page 1)
Protections under the HCP system are different. While your right to choose remains just as important, the rules around conflicts of interest rely more on internal policies and ethical practice.
Here’s what to be aware of:
Your HCP provider may limit your choice of equipment suppliers to a specific panel. These arrangements sometimes involve discounts from suppliers to the provider. It’s up to you to ask:
Unlike the NDIS, current HCP rules don’t clearly ban referral incentives. That means some providers may receive a fee or benefit from referring you to a particular supplier. This could influence what’s recommended to you.
(See: Aged Care Quality Standards and OT Australia Code of Conduct)
All OTs, regardless of whether they work within the NDIS or HCP must follow the Occupational Therapy Board of Australia’s Code of Conduct:
You have the power to ask questions and make informed choices. Here are a few ways to protect your interests:
“Do you or the Company you work for receive any discounts, rebates, or other incentives from equipment suppliers? If so, are these savings passed on to me?”
“Are you or your organisation linked in any way, financially or otherwise, to the supplier you’re recommending? Are there any conflicts I should know about?”
You’re entitled to advice and support that is free from commercial bias.
ILS supports your right to have Plan Managers, Allied Health Professionals, Support Professionals (e.g. Case Manager, Support Coordinator) and assistive technology providers who do not have any conflicts of interest. Raise Your Concerns If Needed
If something doesn’t feel right, or you suspect a conflict of interest, you can speak up:
Whether you’re choosing a wheelchair, a bed, or postural support equipment, your decisions should always reflect your goals and wellbeing.
At ILS, we’re here to support informed, independent choices—so you can move through life with confidence and clarity.
Email us with any questions or enquiries. We would be happy to answer your questions. We'll do everything we can to respond quickly.
Made up of more than 40 assistive technology professionals (ATPs), our clinical team are specialists in assistive technology and equipment prescription.
Independent Living Specialists is Australia's largest medical and homecare equipment supplier with 53 showrooms across New South Wales, Victoria, Queensland and South Australia.
