Changing a Regular Support Time: What to Confirm Before the Next Visit

If you want to move a regular support time, say so clearly and then confirm the details in writing. A quick verbal yes from a scheduler is easy to lose in a busy roster. The checklist below covers what actually needs to be locked down so the new time sticks, rather than reverting by accident or leaving two slots on the books.

This applies whether you are a participant speaking to your own provider, or a family member or chosen supporter raising the change on someone's behalf.

1. The exact new day and time, written down

• State the new day, start time and finish time, not just a general preference like afternoons
• If the visit length is also changing, say that too, not just the time it starts
• Ask the person you are speaking with to read it back to you before you finish the conversation

2. Whether this is a one-off swap or a lasting change

• Be clear if you only want next Tuesday moved, or every Tuesday from now on
• A single swap and a permanent change are handled differently by most providers, so naming it avoids the old time quietly coming back
• If you are not sure yet, say you want to trial the new time for a few weeks before deciding

3. Which support worker will attend

• Ask whether your usual worker is available at the new time, or whether someone else will be rostered
• If continuity matters to you, say so directly rather than assuming it will carry over
• Ask what happens if that worker is unavailable on a given week

4. What happens to the time slot you are leaving

• Confirm the old slot is actually being removed, not left sitting on the roster alongside the new one
• Ask whether any previously booked visits at the old time still need to be cancelled individually
• If the old time was set up well in advance, check whether later bookings in that pattern are affected too

5. When the new time actually starts

• Ask for the first date the new time takes effect, not just this week versus next week
• If the change needs internal approval or a roster update on the provider's end, ask how long that usually takes
• Put a reminder in your own calendar for the first new visit so you notice if it does not happen

6. Getting it confirmed, not just spoken

• Ask for a text or email confirming the new regular time once it is set up
• Keep that message somewhere you can find it, alongside your service agreement and other support records
• If you do not receive confirmation within a few days, follow up before the change date arrives

7. Who else needs to know

• Tell other people involved in your support, such as a second family member or a backup support worker, so everyone expects the new time
• If transport, a support coordinator or another service is scheduled around the old time, let them know separately
• Ask your provider whether they will notify the worker directly, or whether that is something you need to confirm yourself

As a fictional, anonymous example: imagine a participant whose regular Wednesday morning visit needs to move to Friday afternoon because of a new weekly appointment. Without confirming the details above, the Wednesday slot might stay booked out of habit, or a different worker might turn up on Friday without the usual handover notes. Working through the checklist first avoids that kind of mix-up.

If your question is really about how a time change affects funding, hours already claimed or your plan budget, that is general information, not financial or NDIS advice. Your Plan Manager, Support Coordinator or the NDIA are the right people to ask.