Can NDIS Providers Use Client Testimonials on Social Media?

caitlin-holme6

Oct 2

4 min read

A glowing review from a happy participant is one of the most powerful things you can share online. It's also one of the easiest ways for an NDIS provider to get into trouble. Whether you can use a testimonial depends on what kind of services you deliver, what the testimonial says, and how you got permission to share it.

Here's what NDIS providers need to know before posting a client's words.

Most NDIS providers can share genuine testimonials, as long as they have the person's informed consent and the testimonial is real and accurate. But if you deliver allied health services through an Ahpra-registered profession, such as occupational therapy, physiotherapy or psychology, there are much stricter rules about what you can publish.

If you're an allied health provider: the Ahpra rules

Ahpra-regulated health services can't use testimonials about clinical aspects of their services in advertising. That means you can't share client feedback that talks about symptoms, diagnosis, treatment or outcomes. A post quoting a participant saying "my OT helped me walk again" is a clinical testimonial, and it isn't allowed.

What you can share is feedback about non-clinical things, like friendly staff, a welcoming space, easy booking or short wait times.

The penalties are serious. Since 2022, advertising breaches can attract fines of up to $60,000 per offence for individuals and up to $120,000 for a body corporate. Each prohibited ad can count as a separate offence, so one testimonial posted across Facebook, Instagram and your website could add up quickly.

What about Google reviews? Clients are free to leave reviews on platforms you don't control, and those reviews aren't your advertising. They become your advertising when you republish them, quote them on your website, feature them in social posts or curate them into marketing. So don't screenshot a clinical Google review and post it on Instagram.

If you're a support provider: Australian Consumer Law

Support coordinators, SIL and STA providers, in-home support services, plan managers and transport providers aren't covered by the Ahpra testimonial ban. But every NDIS provider must follow the Australian Consumer Law, which means:

Testimonials must be genuine. They have to come from real clients and reflect what those clients actually said. Fake testimonials are illegal, and the ACCC has taken businesses to court over them.
Don't edit the meaning. Shortening a quote is fine. Changing what someone said, or combining comments from different people, is not.
Disclose relationships. If the person giving the testimonial is a staff member, a family member of staff, or someone you've given an incentive to, that needs to be clear.
No "NDIS approved" claims. A testimonial can't be used to suggest your service is endorsed or approved by the NDIS. The ACCC has identified "NDIS approved" claims as a key source of misleading advertising.

Consent: the part providers most often get wrong

A signed media consent form isn't always enough on its own. Disability advocates have raised concerns that some participants sign consent forms without fully understanding how their words or images will be used. The NDIS Code of Conduct also sets clear expectations around privacy, dignity and confidentiality.

Good consent practice for testimonials looks like this:

Explain it in plain language, and in an accessible format if needed, including where the post will appear and who will see it.
Show them the exact post before it goes live.
Make it easy to say no, and make sure saying no won't affect their supports.
Make it easy to withdraw consent later, and act on it quickly if they do.
Involve a support person or nominee where appropriate, especially for younger participants.
Never post a testimonial that identifies someone's disability or health details unless they've specifically agreed to that.

If you're unsure, leave it out. A post you didn't publish never caused a complaint.

Safe ways to show social proof

You don't need risky testimonials to build trust online. These work just as well:

Share your Google review rating and invite people to read your reviews for themselves.
Post about your team, your values and the community events you're part of.
Share non-clinical feedback, like "the team always calls back the same day".
Tell stories about your service, not about a participant's personal outcomes.
Ask clients to leave a Google review in their own words, without filtering for only the happy ones.

Frequently asked questions

Can NDIS providers use client testimonials on social media?

Yes, in most cases, as long as the testimonial is genuine, accurate and shared with the person's informed consent. Allied health providers in Ahpra-registered professions can't use testimonials about clinical aspects of their services.

Can an occupational therapist share a client testimonial on Instagram?

Only if it's about non-clinical aspects, like friendly staff or easy booking. Testimonials about treatment, symptoms or outcomes are prohibited in advertising for Ahpra-regulated health services.

Can I share my Google reviews on social media?

If you're an allied health provider, not if the review mentions clinical aspects of care, because republishing it turns it into your advertising. Other NDIS providers can share genuine reviews with care, but it's good practice to ask the reviewer first.

What's the penalty for breaking Ahpra's testimonial rules?

Up to $60,000 per offence for individuals and up to $120,000 for a body corporate, and each prohibited ad can be a separate offence.

Is a signed consent form enough?

It's a start, but consent should be informed. Make sure the person understands exactly what will be posted and where, can say no without any impact on their supports, and can withdraw consent later.

Need help keeping your socials compliant?

Tropix Media is a social media agency that specialises in NDIS providers. We write content that builds trust with participants, families and support coordinators, without the compliance headaches. Plans start from $399 a month. Explore our NDIS packages at tropixmedia.com.au/ndis-social-media-management or email hello@tropixmedia.com.au.

This article is general information only and isn't legal advice. If you're unsure about a specific testimonial, check with Ahpra, the ACCC or a lawyer.