Provider reviews and impartiality: share useful experience
Being ‘impartial’ doesn’t mean letting participants miss out
By Clare · Originally published 23 September 2018
Original article
Clare is a Social Worker with a background in Brain Injury and Mental Health. When she’s not meeting up with people and talking Clickability, you can find her crocheting, riding her bike, singing with friends or reading terrible fantasy novels.
Support Coordinators, LACs, and other professionals in the disability sector are concerned about writing reviews. We hear this while talking to people at expos, from providers asking for feedback, and from our friends working in the field. And you know what, it’s totally fair. Just like for everyone else – it’s a scary idea. Looking at a blank page, it’s hard to know what to say. When the NDIS, your organisation and your managers have told you that you have to be impartial, It makes you feel like you can’t share what you think and know about organisations with your participants or the public.
What do you do, though, when your participant is ready to sign up with a service that you have seen multiple participants leave after being really disappointed? Isn’t it their right to know that so they don’t waste their time? How are you supporting your participants to have INFORMED choices if you can’t share all the information (positive and negative) you have with them?
Maybe you can’t tell them to their faces, but you can certainly share it on Clickability.
[Clickability update, October 2026: Share only appropriate firsthand experience and respect consent, confidentiality and professional obligations. Do not repeat another participant’s private account as your own public evidence. Consider relevant conflict-of-interest responsibilities.]
But what about being impartial?
I think we should challenge the ‘impartial’ rule with the equally important task of acting with integrity, honesty and transparency. There are points in all of our careers where rules and ethics seem to contradict one another. It’s those times when we need to take a leadership role, and stop shying away from these points. I believe if you’re mindful and considered, you can do both: remain impartial, while still being transparent to participants about your experiences and knowledge.
I feel we should all step forward and be the leaders of this change.
An easy way to think about it is to liken the word ‘impartial’ to ‘objective’. You can stay objective/impartial by stating the facts, and saying ‘this was my experience’, rather than ‘they were doing this because they’re great people’. Stick to what you know, and what they’ve been directly like for you. If you’ve called them a handful of times, and they answered chipper and helpful every time – that’s great information to share as a review.
Won’t everyone know it’s me?
If you’re still worried, know that all reviews are published under pseudonyms. While we do ask for an email address (so we can let you know when someone responds to your review, and keep you informed if we need to make edits), you nominate the name that gets shared with the public. You also don’t have to use your work email address!
[Clickability update, October 2026: This describes the historical process. A display name does not guarantee that someone cannot identify you from details. Check current review terms before submitting and avoid unnecessary personal information.]
So what do I do?
You have heaps of knowledge on what services are like. For instance, you know how hard or easy they are to contact, or how great they are at invoicing – and that information should be shared with the disability community (including other support coordinators and LACs and families etc).
Step up and lead your fellow workers by giving feedback and writing your perspective on organisations you’ve worked with. Your experiences can then help an even wider range of families, individuals and professionals who are seeking more information about the services they use.
Still worried?
You can also support your participant to have a voice, and share with their community. Why not sit down and explain Clickability to them, and help them to review other services they’re using?
Clickability editorial update: October 2026
How coordinators can make feedback useful without directing the choice
Distinguish firsthand service observations from another person’s report, and separate facts from interpretation. Explain any relevant relationship or conflict. Offer useful comparison questions without steering the participant towards a preferred business or disclosing someone else’s sensitive details.
Help the participant express their own experience if they want to review a service. Agree what is shared and avoid writing a review that appears to be theirs when it is your professional opinion. Conflict responsibilities still apply.
Use reviews as a starting point for your own service questions
Look for specific observations about communication, continuity and handling concerns. Compare those with what matters to you and ask the provider directly. One review is not proof that a service will suit everyone, and you do not have to publish a public account to raise a concern. The Commission has a complaint route for relevant provider and worker concerns.
Questions readers ask
Does a pseudonym guarantee anonymity?
No. Details may still identify someone; avoid unnecessary personal information.
Can a coordinator’s review replace my own choice?
No. Useful information should support your informed choice and respect conflicts. Official guidance
Compare providers using experience and your own priorities
Explore reviewed and rated profiles through Clickability. Ask providers about the services, communication and continuity that matter to you before agreeing.
