Information for service providers

We offer a range of disability support services through contracted providers such as non-governmental organisations, charitable trusts, private providers and Health New Zealand (formerly district health boards). Find information on how to become a provider or to support your work as one.

Become a service provider

When new services are needed, Whaikaha - Ministry of Disabled People will usually issue a request for a proposal which can be found on the Government Electronic Tenders Service (GETS) website .

GETS is a free service created to promote open and fair competition nationally across the public sector.

You can also find guidance for suppliers on the Government's procurement website. This guidance is especially useful for new providers. It contains up-to-date information on contracting, working relationships and how to engage with purchasing agencies.

Information for existing service providers

As an existing service provider, you may have questions about your contract or want to know more about our policies, service specifications or how we run audits and evaluations. Find out who to ask or where to get detailed information.

Questions about your contract

If you have an existing contractual relationship in place with us and you have questions about the services you provide, please refer to your contract agreement. This agreement will also have your Portfolio Manager's contact details. We encourage you to contact your Portfolio Manager for any queries relating to your contract.

Contracts and service specifications

You can find detailed information on the type of contracts and service specifications that are relevant to you. This information is currently available on the Ministry of Health website and will be updated over a period of time from 1 July 2022 to reflect changes under Whaikaha - Ministry of Disabled People.

If you have questions about these upcoming changes, please email: data@whaikaha.govt.nz

Invoicing and payment processing

Invoicing and payment processing services to disability funders, including Health New Zealand are managed by our Sector Operations team.

Their key tasks include:

  • payment and administration of agreements
  • payment to disability providers for contracted services
  • data collection and provision of information
  • audit and counter-fraud functions.

If you need help with invoicing or payment processing, please refer to the contact details as listed on your contract.

Audits and evaluations

Funded services and supports may be audited or evaluated as a means of an ongoing quality improvement process.

Audits and evaluations provide:

  • an overview of the services
  • information about service practices
  • information about the quality of life for people using services.

The process identifies and supports positive and innovative approaches that are occurring within services as well as areas for further improvement.

Auditors and evaluators look into all aspects of service quality by using relevant contracts and audit and evaluation tools linked to regulatory and contractual requirements.

There are three types of audit and evaluation:

Routine audits and evaluations

The Audit and Compliance team and HealthCERT collectively plan and commission audits and evaluations of Ministry-funded services on an ongoing basis. Residential services (which have more than five residential beds) are required to be audited by an independent designated auditing agency which must be certified by HealthCERT.

Issues-based audits and reviews

While routine audits and evaluations are planned and conducted annually, issues-based audits and reviews may arise from ongoing complaints or concerns about the service the provider is delivering. These focus on specific areas of the services.

No notice audits

If a delay in conducting an audit is likely to prejudice the interests of any person, an audit may be carried out without any notice to the provider.

Operational policies

There are three types of operational policies:

Exceptional Circumstances

This operational policy is used when a Community Residential Support Service Provider seeks to exit a service user from their residential home and when an impasse has been reached between both provider and the Ministry. Due to exceptional circumstances, managers will determine best solution ensuring obligations to bother service user and the provider.

Hosted Schemes

Some people are eligible to access one of the Hosted Schemes allowing them to manage their own budget (personal budget) with help of a Host Provider.

Host Schemes include:

  • Individualised Funding (IF)
  • Enhanced Individualised Funding (EIF)
  • Enabling Good Lives (EGL)

Recognition Payments under Person Directed/Individualised Funding

A Recognition Payment is a payment given for administration work that is done on a voluntarily basis on the disabled person’s behalf. The payment must be for reasonable expenditure incurred.

Purchasing policy

There are a range of flexible purchasing options that give people more choice, control and flexibility over the supports they receive and the lives they live.

These flexible purchasing options are:

  • Enhanced Person Directed/Individualised Funding
  • Choice in Community Living
  • Enabling Good Lives Hosted Personal Budgets
  • Flexible Disability Supports

Find out more about operational policies on the Ministry of Health website

Updates to service providers

We're committed to keeping our valued, contracted service providers up to date with what is happening, so that our clients receive the best possible service.

To ensure you get the information you need, we have three main channels:

  • Portfolio Managers: We have Portfolio Managers across the country. They are vital links who develop strong relationships (including face-to-face relationships) with our service providers.
  • Direct mail: When needed, we may send mail to our service providers. This is usually in response to critical events and any impact on services.
  • E-newsletters: These are sent regularly to let service providers know what is happening within Whaikaha - Ministry for Disabled People.

As a service provider, you'll be automatically added to each of our main communication channels.

If your contact details change, please let your Portfolio Manager know so we can continue to provide you with the most up-to-date information.