When the safety net breaks: How one family's 40-year support system vanished overnight

The phone call that changed everything came on a Tuesday evening in August. Steven Weir, who has lived with cerebral palsy and scoliosis for 38 years, learned that Centacare—the disability support service that had been his lifeline for a decade—would be closing its doors.

'I was upset and in tears,' Steven recalls. 'It's come as a shock, they should have let us know earlier.'

On 10 October 2025, Centacare officially ceased its National Disability Insurance Scheme (NDIS) operations after four decades of providing disability support across south-east Queensland.

The closure left 600 clients scrambling to find new providers and forced 600 dedicated staff members to seek employment elsewhere.

But Steven and his family weren't alone in their distress. Centacare's closure is part of a growing crisis that's quietly devastating Australia's disability sector—and it could affect any family relying on NDIS support.

A sector in crisis

The numbers paint a stark picture of an industry under severe strain. Latest figures from the National Disability Scheme peak body, released in December 2024, show that nearly two thirds of NDIS providers are not profitable, with half of the respondents making a loss in the last financial year.

Annecto closed in July 2025, impacting over 3,000 participants and 1,000+ staff across Victoria, NSW, Queensland, and the ACT. These aren't isolated incidents—they're warning signs of systemic problems that could see more providers forced to close their doors.

Labour costs consume over 80 per cent of total NDIS revenue, according to StewartBrown benchmarking data. That means small inefficiencies—missed roster gaps, payroll errors, or misaligned staffing models—have outsized impacts on the bottom line.

The Catholic Archdiocese of Brisbane made the difficult decision after an independent review found Centacare's disability services 'not financially sustainable'.

These services stretched from the Gold Coast to Hervey Bay and west to Kingaroy and Gatton, supporting some of Queensland's most vulnerable residents.

When care becomes personal

For Steven, the closure meant far more than just changing providers. His daily routine relies on a complex web of support: carers arrive at 6:30am to help him out of bed, use ceiling and manual hoists to move him around, provide meals, and exercise his muscles morning and night to prevent stiffness.

'I've got two carers coming at 6:30 in the morning and then they get me out of bed, give me breakfast, and use the ceiling hoist and a manual hoist for moving me around,' Steven explains. After ten years with the same team, he describes them as family.

His brother Gary faced the additional stress of securing Steven's medical records—information crucial for new carers to understand his healthcare needs, mobility requirements, and medication schedule. 'This is Steven's life and we need to make sure he's well looked after,' Gary said.

The transition hasn't been seamless. While Steven's family secured a new provider, the care package is different.

The on-call service he previously relied on is no longer available, and the family has had to cut costs elsewhere—including community outings like shopping trips and attending Brisbane Broncos games that Steven loves.

'The thing that we can cut down the easiest is community outings, things like him going shopping, going to the Broncos, things any person would want to do,' Gary explained.

Government response and reform efforts

The Australian Government recognises the severity of the situation. In the most recent budget, the Government provided a further $468.7 million to support people with disability and get the NDIS back on track.

New legislation took effect on 3 October 2024, designed to return the NDIS to its original intent and improve financial sustainability.

The reforms are expected to stabilise the growth in Scheme expenses by $19 billion over the next 4 years, with Scheme growth for 2024-25 forecast to be 12 per cent, down from 19 per cent in 2023-24.

The NDIS Financial Sustainability Framework agreed by National Cabinet will provide an annual growth target in the total costs of the Scheme of 8 per cent by 1 July 2026, with further moderation of growth as the Scheme matures.

Support for affected families

Families facing provider closures aren't left completely without support. The National Disability Insurance Agency (NDIA) works with affected participants to ensure smooth transitions, though the process can be overwhelming.

Centacare reported that as of the closure date, they were working with 18 clients who may not have found alternative providers, though participants aren't required to inform them of their new arrangements.

The organisation's Supported Independent Living service continued until 20 November to allow more time for complex transitions.

The human cost of financial pressure

Half of all NDIS providers operated at a loss in 2023-24. Many didn't realise it until the damage was done. This financial fragility creates a ripple effect that extends far beyond balance sheets.

For families like the Weirs, provider closures mean rebuilding trust with new carers, adapting to different routines, and often accepting reduced services.

The emotional toll on both clients and their families can be substantial, particularly when long-term relationships with trusted carers are severed.

Steven's anxiety about meeting new carers reflects a common concern among NDIS participants. 'He gets very anxious about it, all of a sudden, as of tomorrow he's going to be meeting new people, they're going to be caring for him,' Gary observed.

Looking ahead: Reform and resilience

The challenges facing Australia's disability sector require both immediate action and long-term planning.

Recent legislative changes in the Getting the NDIS Back on Track Bill No 1 are helping to return the NDIS to its original intent, while integrity measures have already stopped more than $56 million in fraudulent claims since June 2024.

However, the road ahead remains challenging. 2025 demands a shift toward structure, strategy, and sustainable financial operations, as the sector stands at a crossroads, burdened by rising labour costs, tighter audits, and unrelenting compliance requirements.

For families currently receiving NDIS support, staying informed and prepared is crucial. Building relationships with multiple providers, understanding your rights, and keeping comprehensive records of care needs can help navigate potential transitions more smoothly.

A community responsibility

The closure of established providers like Centacare and Annecto serves as a wake-up call for all Australians. The NDIS supports some of our most vulnerable community members, and its stability affects not just participants and their families, but the broader social fabric of our country.

Like Medicare, the NDIS is an essential safety net, and protecting its viability requires ongoing attention from government, providers, and the community at large.

Steven Weir's story is ultimately one of resilience. Despite the upheaval and uncertainty, he and his family have successfully transitioned to a new provider. The care may be different, some activities may be reduced, but the support continues.

'We can't always be there for Steven, and we just have to monitor this and see how it goes,' Gary reflects with the pragmatic hope that characterises many families navigating the NDIS system.

As Australia grapples with these challenges, the experiences of families like the Weirs remind us that behind every statistic and policy decision are real people whose daily lives depend on the stability and sustainability of disability support services.

Have you or your family been affected by NDIS provider changes? We'd love to hear about your experiences and how you've navigated transitions in care. Share your story in the comments below—your insights could help other families facing similar challenges.