NDIS Marketing Rules: What You Can and Can't Say

NDIS Marketing Essentials

Will, EnableUs Community: Hey everyone, welcome back to the EnableUs Community Podcast. I’m Will, and I’m here with Winter. Today, we’re diving into a topic that, honestly, trips up a lot of providers—NDIS marketing rules. What you can and can’t say, and why it matters so much.

Winter, EnableUs Community: Hi everyone! Yeah, this is a big one. I think a lot of people don’t realise just how different marketing in the NDIS space is compared to, you know, regular business. It’s not just about selling a service, it’s about supporting participant choice and control. That’s the whole point of the NDIS, right?

Will, EnableUs Community: Exactly. The NDIS is all about empowering people with disabilities to make their own decisions. So, if you’re a provider, your marketing has to reflect that. It’s not just a good idea, it’s actually required by the NDIS Code of Conduct. And, uh, the Quality and Safeguards Commission is always watching—so you can’t just wing it and hope for the best.

Winter, EnableUs Community: Yeah, and I think sometimes people forget that a lot of NDIS participants are in vulnerable situations. So, if you use dodgy marketing or pressure tactics, it’s not just a bad look—it can actually do real harm. Plus, you risk losing your registration or getting fined. It’s serious stuff.

Will, EnableUs Community: Totally. I actually saw this play out once. There was a provider who started using, like, really pushy language—stuff like “sign up now or you’ll miss out on funding.” And, honestly, participants just left. They didn’t trust them anymore. It’s a quick way to lose your reputation, and it’s so unnecessary when you can just be upfront and ethical.

Winter, EnableUs Community: That’s such a good point. It’s not just about avoiding trouble, it’s about building trust. If you’re honest and respectful, people notice. And that’s what keeps them coming back.

What You Can Say and Do

Winter, EnableUs Community: So, let’s get into what you actually can say. Because I think a lot of providers get nervous and end up saying nothing, which isn’t helpful either. You can absolutely talk about your services—just be accurate. Like, outline what you offer, make sure it matches what you’re registered for, and don’t exaggerate.

Will, EnableUs Community: Yeah, and you can highlight your team’s qualifications. If you’ve got experienced therapists or support workers, say so. Just, you know, keep it factual. No “world’s best” claims unless you’ve got a trophy to prove it, which, let’s be honest, no one does.

Winter, EnableUs Community: And testimonials are fine, but only if you’ve got written consent. That’s a big one. You can’t just use someone’s story or photo because it sounds good. You need their permission, and you have to protect their privacy. Sometimes that means de-identifying details or just being really careful about what you share.

Will, EnableUs Community: Yeah, and don’t forget about pricing. Being upfront about your fees and how your services fit into someone’s NDIS plan is actually a good thing. It clears up confusion and shows you’re not hiding anything. I mean, no one likes surprises when it comes to money, right?

Winter, EnableUs Community: Absolutely. And I remember this one provider who did it really well. They were super clear about what they offered, how it worked with the NDIS, and they always asked before sharing any participant stories. Families felt like they were in control, and it actually made them more likely to recommend the service. It’s just about being transparent and respectful.

Will, EnableUs Community: Yeah, it’s not rocket science. Just be honest, get consent, and focus on how you can support people’s goals. That’s what the NDIS is all about.

Common Pitfalls and How to Avoid Them

Will, EnableUs Community: Alright, so let’s talk about what not to do. Because, honestly, this is where people get caught out. First up—don’t make guarantees. Like, “we’ll get your child walking in three weeks” or “100% success rate.” That’s just not how it works, and it’s actually against the rules.

Winter, EnableUs Community: Yeah, and don’t claim you’re endorsed by the NDIA or the NDIS just because you’re registered. That’s a really common one. You can say you’re a registered provider, but you can’t say you’re officially endorsed or use their logo unless you’ve got permission. It’s misleading otherwise.

Will, EnableUs Community: And pressure tactics—just don’t. Stuff like “sign up now or you’ll lose your spot” or “exclusive partnership with the NDIA” when it’s not true. It’s not just non-compliant, it actually makes people feel like they don’t have a choice, which is the opposite of what the NDIS is about.

Winter, EnableUs Community: And, oh, unqualified medical advice. That’s a big no. Unless you’re actually qualified and have the evidence, don’t make medical claims. It’s risky for everyone.

Will, EnableUs Community: I remember another provider who got into trouble for this. They were making all these big promises, and it backfired. But, to their credit, they turned things around. They started focusing on participant goals, used real testimonials with consent, and just kept everything above board. And, honestly, their business picked up again. People could tell they were being genuine.

Winter, EnableUs Community: Yeah, it’s amazing what a difference it makes. If you stick to the rules, you’re not just avoiding trouble—you’re actually building a better business. And you’re helping participants make informed choices, which is the whole point.

Will, EnableUs Community: Exactly. So, if you’re a provider, just remember—be honest, be clear, and always put participants first. That’s how you build trust and stay compliant. And if you’re not sure, check the guidelines or ask for help. It’s better to be safe than sorry.

Winter, EnableUs Community: That’s a great note to end on. Thanks for tuning in, everyone. We’ll be back soon with more tips and stories to help you connect with the right participants—without the stress.

Will, EnableUs Community: Thanks, Winter. Always good chatting with you. And thanks to everyone listening—catch you next time!

Winter, EnableUs Community: See you next time, Will. Bye everyone!