NDIS Marketing Rules Explained Without the Legalese

Will, EnableUs Community

Hey everyone, welcome back to Finding Participants! I'm Will from EnableUs Community, and as always, I'm joined by Winter. How's it going, Winter?

Winter, EnableUs Community

Hey Will, I'm good! Excited for this one. We get so many questions about what you can and can't do when it comes to NDIS marketing, so it's about time we break it down—without all the legal jargon, hopefully.

Will, EnableUs Community

Yeah, and honestly, it's a bit different to any other kind of marketing, right? Like, you can't just treat it like selling a gym membership or a new phone plan. There's a whole extra layer of responsibility because, well, you're working with people who might be vulnerable or just need a bit more support to make decisions.

Winter, EnableUs Community

Exactly. The NDIS Code of Conduct doesn't just cover how you deliver services, it actually covers every bit of advertising and promotion too. So, it's not just about what you say, but how you say it, and who you're saying it to. There's this real focus on care, trust, and responsibility in every bit of outreach.

Will, EnableUs Community

Yeah, and I learned that the hard way, honestly. Back when I first started, I thought, you know, just list out all the services, make it sound as appealing as possible, and people will come. But I quickly realised, if you're not transparent—like, if you gloss over the details or make things sound a bit too good to be true—people pick up on that. And in this space, trust is everything. If you lose that, it's really hard to get it back.

Winter, EnableUs Community

And it's not just about trust with participants, but also with their families, carers, and even other providers. If you get a reputation for being a bit, I dunno, slippery with the truth, word gets around. Especially in the NDIS community, where everyone talks.

Will, EnableUs Community

Yeah, and I mean, as we talked about in our episode on feedback, people remember how you make them feel, not just what you say. So, if your marketing feels pushy or a bit off, that's what sticks.

Winter, EnableUs Community

So, let's get into what you actually can do, because it's not all doom and gloom. The good news is, you can absolutely talk about your services—just be clear and accurate. Like, spell out exactly what you offer, where you operate, and what your team's qualifications are. And keep it in plain English, none of that confusing jargon.

Will, EnableUs Community

Yeah, and don't be afraid to show your strengths. If you specialise in something—like autism support, mental health, or working with CALD communities—say it! Just, you know, don't exaggerate or make promises you can't back up. It's about being real, not being flashy.

Winter, EnableUs Community

And testimonials are great, but only if you do them right. You need written, informed consent before you share anyone's story or feedback. No pressure, no incentives, just honest experiences. I actually saw a provider do this really well—they ran a blog where participants shared their journeys, but every story was checked, and they made sure everyone was comfortable with what was shared. It built so much trust, and you could see new participants coming in because they felt like, "Okay, these people get it."

Will, EnableUs Community

Yeah, that's such a good point. And educational content is another big one. Like, if you put out tips, guides, or just helpful info, it shows you know your stuff and you're not just about the hard sell. I reckon that's one of the best ways to build credibility—just help people, no strings attached.

Winter, EnableUs Community

And if you talk about pricing, make sure it's linked back to the NDIS Pricing Arrangements. Don't say you're "cheaper" or "better value" than someone else, because that's where you can get into trouble. Just be upfront and let people make their own decisions.

Will, EnableUs Community

Yeah, and always, always display your registration status. If you're registered, say it. If you're not, be clear about that too. It's about giving people the info they need to make the right choice for them.

Winter, EnableUs Community

Alright, so let's talk about what not to do, because this is where people can accidentally trip up. The big one is exaggerating or overpromising. Like, saying "we guarantee the best funding" or "we'll change your life"—it sounds good, but it's just not allowed. It's misleading, and honestly, it doesn't help anyone in the long run.

Will, EnableUs Community

Yeah, and the other one is pressuring people to sign up, or offering rewards for referrals. That's a hard no. The NDIS is really clear about not using cash, gifts, or anything like that to get people on board. It just creates all sorts of conflicts and, yeah, it can really damage trust.

Winter, EnableUs Community

And don't fudge your registration or qualifications. If you're not registered, don't say you are. If your staff have certain qualifications, be accurate about it. It's tempting to make things sound a bit more impressive, but it's just not worth the risk.

Will, EnableUs Community

And please, don't use fear or urgency to get people to act. Like, "if you don't sign up now, you'll miss out"—that kind of thing. It's not just non-compliant, it's just not right. The focus should always be on empowering people, giving them choice, and supporting independence.

Winter, EnableUs Community

One thing I saw recently was a provider who worked mainly with CALD communities. They did a great job of highlighting their strengths—like, the languages they spoke, the cultural understanding they brought—but they never claimed to be the "only" or "best" option. It was all about honest representation, and you could tell it resonated with people.

Will, EnableUs Community

Yeah, and just to wrap up, a few quick tips: always get consent for using names or photos, keep your business name and registration status visible, review your content regularly, and train your team so everyone's on the same page. It's not about being perfect, but about being honest and consistent.

Winter, EnableUs Community

And remember, ethical marketing isn't just about avoiding trouble—it's actually what helps you build a solid reputation and attract the right participants. If you focus on real value and clear communication, you'll stand out for all the right reasons.

Will, EnableUs Community

Alright, that's it for today! Thanks for tuning in, everyone. We'll be back soon with more ways to help you connect with the right participants—without the stress. Winter, always a pleasure.

Winter, EnableUs Community

Thanks Will, and thanks to everyone listening. Catch you next time!