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Customer service agreement

The terms we use in this agreement

As you read this agreement, you will come across a number of terms. It’s important you understand exactly what we mean by those. To find out, refer to this handy guide.


The NDIS means the National Disability Insurance Scheme as established by the National Disability Insurance Scheme Act 2013 (Cth). The NDIA is the National Disability Insurance Agency, which runs the NDIS.

Plan Partners

Plan Management Partners Pty Ltd is a Registered Provider of Supports under the National Disability Insurance Scheme Act 2013 (Cth). In this document, we are referred to simply as ‘Plan Partners’.


Plan means the written Plan developed with you and on your behalf by the National Disability Insurance Agency or their delegate (for example, your Local Area Coordinator).


Customer means the person for whom the Plan has been developed.

Our Services

The services delivered by Plan Partners.

Other Support Services

Services delivered by other Service Providers.

Commencement Date

The date on which you sign this agreement. If you are filling out this form online, ‘signing’ means ticking the ‘I accept the terms of this agreement’ box and submitting the form to us.


This Agreement (including the Schedules) is between Plan Partners and the Customer. The Agreement commences on the Commencement Date and will continue until either you, or Plan Partners, terminates it in accordance with the Agreement.

This Agreement describes Our Services as they are set out in your Plan. You may elect for Plan Partners to provide Support Coordination and/or Plan Management services for all, or part,

of the Other Support Services under your Plan. You can change who you elect to provide these services at any time, by giving 30 days’ notice to us.

Plan Partners’ Services Schedule records Our Services you have elected to use and reflects your Plan, as you have provided it to Plan Partners at the date of this Agreement.

It’s important you know that:

  • your Plan may be different from the details recorded in the NDIS portal; and
  • Plan Partners will provide the Plan Partners’ Services according to the details recorded in the NDIS portal, if those details are different to your Plan.
  • Plan Partners will verify the records in the NDIS portal and will advise you by email if the details recorded in the NDIS portal are different to your Plan.

You agree to:

  • Plan Partners making any arrangements necessary to allow your service providers to be paid from your NDIS funds on your behalf;
  • Plan Partners accessing all the aspects of your Plan required to provide you with the Plan Partners’ Services you have chosen;
  • Plan Partners discussing your NDIS Plan with the NDIA and its contractors (like Local Area Coordinators); and
  • Plan Partners discussing with service providers the Other Support Services that have been, or will be, delivered by them;
  • Plan Partners claiming any travel time made by our team to meet with you personally, towards your plan as an element of our services, as stated in the current NDIS Price Guide;
  • Plan Partners providing you with services in line with the terms set out in the Customer Service Agreement;
  • if required for random auditing purposes, be interviewed and have your records reviewed by third party accreditation and legislative bodies;
  • the terms of Plan Partners’ privacy policy.


Plan Partners will seek payment for our Services directly from the NDIA.

For our Plan Management services being delivered to you, Plan Partners will pay for Other Support Services on your behalf, as long as:

  • The support provider accepts the Plan Partners Provider Participation terms;
  • The support services satisfy the test for reasonable and necessary supports as defined by the NDIA; and
  • Claims for these services with the NDIA are successful.

Our Responsibilities

During the term of this Agreement, Plan Partners will:

  • Provide Our Services (as chosen by you) in a way that is consistent with all relevant laws, including the NDIS Act, the NDIS Rules, National Privacy Principles and Australian Consumer Law;
  • Provide Our Services only to the amount funded by your Plan;
  • Keep accurate and up-to-date records of all Our Services provided to you;
  • Process only those claims for Other Support Services that are consistent with your Plan and  with the service agreements you have told us about or with other instructions you have provided;
  • Keep accurate and up-to-date records of all claims for Other Support Services processed on your behalf;
  • Within the limits of our Plan Management or Support Coordination role, liaise with Other Support Providers on your behalf to facilitate service delivery or resolve any concerns you may have;
  • Provide access to information about amounts claimed and your remaining balances for Our Services and Other Support Services;
  • Communicate in a timely, professional manner;
  • Make contact with the NDIA about your Plan when necessary; and
  • Travel by the Plan Partners’ team may be included in the hours of support provided to you and funded by your Plan.


Either you, or Plan Partners, may terminate this Service Agreement at any time.

Thirty (30) days’ prior notice of a termination must be given, in writing. This notice period will be waived if the termination is due to a serious breach of this Service Agreement by the other Party. If you notify us that you want to terminate this Service Agreement, Plan Partners will:

  • Notify the NDIA and the service providers which are providing supports to you under your Plan that we will no longer be acting as your intermediary once the 30 day notice period is up. We will also notify them that we will only accept claims for payment up to the date on which this Agreement ends.
  • Provide you with a statement of the Plan balances remaining on the last day of Plan Management activities, within 14 days of the last day we process transactions on your behalf.

Feedback, Complaints, Disputes and Incident Reporting

You can give us feedback, make a complaint or ask for a copy of our Feedback & Complaints Policy by:

If our team are unable to resolve the complaint, it will go to senior management as outlined in our complaints procedure. If you are not satisfied with our response, or you do no not feel comfortable talking to us you can talk to the NDIS Quality and Safeguards Commission on

1800 035 544 or in Western Australia, the Health and Disability Services Complaints Office on 1800 813 583 or

If you would like support to give your feedback, we encourage you to seek support from family, a friend or an independent advocate. The Disability Advocacy Finder can help you find independent advocacy services near you.

We encourage any person to report incidents when services and supports are not safe or of good quality, and when people are at risk of harm in connection with our services and supports. When we receive a report we manage it according to the NDIS Quality & Safeguards Commission’s Standards, Rules and Reportable Incidents Guidance.

Responsibilities of the Customer

You agree to:

  • Take ultimate responsibility for selecting who will provide Other Support Services and to let Plan Partners know who those providers are, their contact details and the service agreements or arrangements you have with them.
  • Only purchase supports that are reasonable and necessary as defined by the NDIA.
  • Let Plan Partners know about any concerns you have with any of the relevant supports which are being provided, including supports provided by Plan Partners.
  • Let us know if you suspend, change, or intend to change, your Plan, or if you are no longer a participant in the NDIS.
  • Let Plan Partners know if you suspend, change or intend to change your provider/s of Other Support Services. Any such changes must be in accordance with the service agreement/s you have with your provider/s.
  • Provide Plan Partners with a copy of any updated or revised Plan as soon as reasonably possible.
  • Plan Partners providing documents and email updates to you electronically;
  • Inform Plan Partners if you do not want to receive documents or email updates electronically.

Goods and services tax

Goods and services provided in Australia are subject to s 38-38 of the A New Tax System (Goods and Services Tax) Act 1999. The Parties confirm that the supply of Plan Partners Supports under this Service Agreement is a supply of one or more of the reasonable and necessary supports specified in the statement included, under s 33(2) of the NDIS Act, in your Plan.

Goods and services tax (GST) may be payable on Other Support Services provided to the Customer by a service provider even if that provider is not a registered service provider with the NDIA. If so, the GST payable will be funded by the Customer’s Plan.


Your privacy is important to you, and it’s important to us. When we provide services to you, we will collect, use and disclose information about you. The information is known as Personal Information, and Sensitive Information.

Our Privacy Policy sets out details about what this information is, and how we collect, use and disclose it. You should read our Privacy Policy carefully – it contains important information. You don’t have to consent to us collecting, using and disclosing this information where we need it to provide Plan Management or Support Coordination services. But, it’s important that you know that if you do not consent, this may restrict the services we provide to you, or mean that we are not able to provide any services to you.

Of course, if you want to clarify or discuss anything about how we handle your information, you can contact us on the details in the ‘feedback, complaints and disputes’ section of this document.

By entering this Agreement, you agree that:

  • You will receive direct marketing from us unless you request otherwise.
  • You can contact us at any time to let us know that you don’t want to receive direct marketing material from us.

You acknowledge that:

  • Plan Partners will collect, use and disclose your Personal or Sensitive Information in accordance with our Privacy Policy and
  • Plan Partners’ ability to provide you Our Services may be restricted if we cannot collect from you all or some of your Personal or Sensitive Information.

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