NDIS provider website checklist: what participants and coordinators look for

Explain your supports in plain language

Start the homepage with what you do, who for and where. List your supports in the words participants and families use, and give the main ones their own pages. A support page should explain what the support involves, who it suits, how it is delivered and what happens after someone gets in touch.

Avoid jargon where you can, and explain NDIS terms when you need them. Many participants and families are new to the scheme.

• What you do, who for and where, at the top of the homepage.
• A page for each main support.
• NDIS terms explained in plain language.

Be clear about areas, capacity and registration

Name the areas you genuinely cover and whether you visit homes, schools, workplaces or community settings. Keep a current statement of capacity, including any waitlist. Say whether you are a registered or unregistered NDIS provider and which funding arrangements you accept, so participants and coordinators can check fit before they enquire.

Plan managers and self-managing participants also want to know how you invoice and what your service agreement covers. A short section on getting started, service agreements and invoicing answers those questions before anyone has to call.

Make enquiries and referrals easy

Offer more than one way to get in touch: phone, email and a short form. Have a separate referral page for coordinators, with the information you need and a named contact. Tell people what happens next and how quickly you will respond, then keep to it.

Test every form after any website change, and make sure enquiries containing personal or health information go to a secure inbox that only the right people can access.

• Phone, email and a short enquiry form.
• A referral page with a named contact.
• Response times stated and met.

Build accessibility in from the start

Many people visiting an NDIS provider's website have disability, so accessibility is not optional. The Web Content Accessibility Guidelines (WCAG) from the W3C are the widely used standard. In practice that means readable text sizes and contrast, descriptive link text, alt text on meaningful images, forms that work with a keyboard and screen reader, and captions on videos.

Consider an Easy Read version of key information, such as what you offer and how to get started, and make sure the site works well on a phone.

Check the site yourself with only a keyboard, and with your phone's screen reader turned on. Problems that are invisible with a mouse, such as a form you cannot finish or a menu you cannot open, show up quickly this way.

• Good colour contrast and readable text.
• Alt text, captions and descriptive links.
• Forms usable with a keyboard and screen reader.

Introduce the people behind the supports

Participants and families are choosing people as much as an organisation. A short team page with real photos, roles, relevant qualifications and the languages staff speak helps them feel comfortable before the first contact. If you have a manager or intake officer who handles new enquiries, introduce them by name.

Include practical details too: how you match support workers or therapists to participants, what happens at the first meeting, and how participants can give feedback or make a complaint. Clear information about feedback and complaints builds trust, and it shows you take participants' rights seriously.

Keep content honest and ethical

The NDIS Code of Conduct expects providers to act with integrity, honesty and transparency. On a website that means accurate information about services, costs and availability, no promised outcomes and no pressure. Use photos you have permission to use and respect participants' privacy in any stories you share.

If your team includes registered health practitioners, such as occupational therapists or physiotherapists, their services are also covered by Ahpra's advertising rules, including restrictions on testimonials. Check those rules before adding reviews or outcome stories.

Help Google understand the site

Give each page a clear, descriptive title and one main heading, link your support pages from the menu and homepage, and keep contact details consistent with your Google Business Profile. Google's guidance is to create content that helps people rather than content written to rank, which suits NDIS providers well: answer the questions participants and coordinators actually ask.

Seam Media's NDIS marketing page explains how we build and look after websites, Google profiles and ads for NDIS providers.