Responding to enquiries: a practical checklist for NDIS and aged care providers
· For providers · Source checked 13 October 2026
An enquiry is a person asking for information, not a booking. How to reply quickly and respectfully, what to put in a first message, and how to decline well when you cannot help.
What an enquiry is
An enquiry is a person, or someone acting for them, asking about support. It is not an exclusive referral or a booking, and several providers may receive the same enquiry. The person decides who to contact back, so the way you reply is part of what they are choosing.
Reply quickly, and say something useful
Reply as soon as you reasonably can, because people are often contacting several providers at once and waiting without news is stressful. A first reply that says who you are, whether you can provide the support asked for, in which area and on which days, when you could start, indicative costs, and the next step is more useful than a long brochure.
If you need more information, ask for what you need and explain why, and avoid asking for details that are not necessary at this stage. Contact details and information in an enquiry are private, and should only be used to respond to it.
Be open about cost
Cost is often the question people are most hesitant to ask. Offer it. Say what you charge, what is and is not included, and how invoicing works, and note that prices are limited for NDIA-managed and plan-managed participants. The Code of Conduct expects fair prices that you can justify, and a clear answer builds trust early.
Respect the person’s decision
The Code of Conduct expects respect for individual rights to freedom of expression, self-determination and decision-making. In an enquiry that means giving information, answering questions honestly and letting people take time. Do not pressure someone to commit or to sign something straight away, and encourage them to compare more than one provider.
When you cannot help
If you cannot provide the support, or have no capacity, say so quickly and politely. If you know of another provider or service that might help, say that too, or point to the NDIS provider finder or the public registers. A clear “no” helps the person move on, and many people remember providers who were honest and helpful when the answer was no.
Keep a simple record of enquiries and what you replied. It helps you follow up where you promised to, and to see where enquiries are dropping off. General information only.
Frequently asked questions
What should a first reply to an enquiry say?
Who you are, whether you can provide the support asked for, in which area and on which days, when you could start, indicative costs, and the next step. Reply as soon as you reasonably can, because people are often contacting several providers at once.
Should I talk about cost in the first reply?
Yes. Cost is often the question people are most hesitant to ask, so offer it: say what you charge, what is and is not included, and how invoicing works, and note that prices are limited for NDIA-managed and plan-managed participants.
What should I do when I cannot help?
Say so quickly and politely. If you know of another provider or service that might help, say that too, or point to the NDIS provider finder or the public registers.
Is an enquiry a booking?
No. An enquiry is not an exclusive referral or a booking, and several providers may receive the same enquiry. The person decides who to contact back, so the way you reply is part of what they are choosing.
Keep learning
- How to become a registered NDIS provider: the steps and what to prepare: Registration is an application, an independent quality audit and a suitability assessment. Here is the sequence, what to have ready, and where the costs and delays usually sit.
- Writing a provider profile that helps people choose you: People comparing providers want specific, checkable answers. What to put in a profile, what to keep current, and what to leave out so that your listing is honest and useful.
- Handling complaints well: a guide for NDIS providers: A complaint handled well can strengthen a relationship. What the Commission expects, the “four As” approach to resolution, and why procedural fairness matters to everyone involved.
- Reportable incidents and incident management: what NDIS providers need to know: Incidents happen, and how you respond is what is judged. The difference between an incident and a reportable incident, the timeframes, and a simple process to build around them.
More in our NDIS updates and insights, our step-by-step guides, or the NDIS and aged care provider directory.
Official sources
Source checked 13 October 2026. Rules and guidance can change; verify current details with the responsible agency. How we write and check our guides.