How to choose a plan manager
7 questions to ask
As an NDIS participant, you have full choice and control over the supports and service providers you use, and this is equally true when choosing a plan manager. But with so many providers to choose from, how do you find the best plan manager for you?
We’ve put together all the info you need, including 7 essential questions to ask before you sign up, to help make things easier.
What are the benefits of using an NDIS plan manager?
There are basically three options to manage your NDIS plan:
- Self-manage, where you handle all the paperwork and payments yourself.
- NDIA manage, where the NDIA pays your providers on your behalf.
- Plan manage, where a professional takes care of all your NDIS admin.
One of the biggest advantages of plan management is that it doesn’t cost you anything. The funding for your plan manager is added on top of your existing NDIS budget, so you receive all the support without any impact to your existing funding.
Self-managing your NDIS plan can take a significant amount of time. For some participants, we’re talking hours each week. A plan manager takes care of all this admin for you, so you get to focus on using your supports.
A great plan manager understands the NDIS inside and out. They can help you make sense of your funding, support you to monitor your budgets, and help you get the most value from your plan.
Another key benefit is flexibility. With plan management, you can choose both registered and unregistered providers. This gives you more choice and control compared to NDIA management, which only allows you to use registered providers.
Plan managers also check that providers keep their pricing within the NDIS price guide, helping protect you from overcharging so your funding goes further.
And unlike self-management, you don’t need to pay for services upfront and wait to be reimbursed by the NDIS. Your plan manager pays providers directly from your funding, so you’re not out of pocket.
How to find a good NDIS plan manager
To find a really good NDIS plan manager, you want to spend some time researching your options.
Online resources:
There are plenty of online directories and platforms with helpful reviews and feedback, so you can learn from other people’s experiences. Two of the biggest and most active ones are:
- Clickability - an online directory that includes reviews and feedback from other NDIS participants and allows you to search by location and service.
- MyCareSpace - while this option doesn’t include reviews, you get a connections team who do the searching for you to match you with suitable providers with availability.
You can also use the NDIS Provider Finder Tool on the My Place Portal that includes easy step-by-step instructions.
Word of mouth:
Speaking with other NDIS participants, your support coordinator (if you have one) or your Local Area Coordinator is another great way to get a sense of which plan managers might suit your needs and preferences.
What to look for in a plan manager
There’s a huge variety of businesses offering plan management services, ranging from small accountancy firms to disability service providers and specialised organisations.
Choosing the right plan manager can make a big difference to how confident and supported you feel with your NDIS plan. While many providers offer similar services, there are a few key things to look for to make sure you’re getting the best support.
First, NDIS registration is mandatory for plan managers to ensure they meet strict quality and safeguarding standards set by the NDIS. This helps protect your funding and ensures your information is handled safely and professionally.
Next, look for transparency and real-time budget tracking. Your plan manager should make it easy for you to see how your funding is being used, what’s been paid, and how much you have left to spend. Clear, real-time information will help you make confident decisions and avoid overspending or underspending your funds.
Fast and reliable invoice payments are also critical. Late payments can damage relationships with your providers and create unnecessary stress. A good plan manager processes invoices for quick and accurate payment, so your supports continue without disruption.
Strong communication standards matter too. Your plan manager should make you feel comfortable asking questions and give clear, timely responses. Ideally, they’ll be easy to reach through a choice of channels to suit how you like to communicate, such as phone, email and live chat. You also need them to be proactive in keeping you informed about your plan and any NDIS updates that may impact you.
Finally, a great plan manager takes a person-centred approach. This means listening to your goals, understanding your situation, and supporting your choices. Your plan is about your life, not just your funding. The right plan manager will work alongside you to help you get the most value from your NDIS plan, so you can access supports that help you live the life you want.
Some plan managers, like Plan Partners, even offer the option to reserve funds for your regular supports, giving you peace of mind that those services will be paid for to run without disruptions.
7 critical questions to ask before you sign up
Keep these questions handy and don’t be afraid to ask them. They’ll help you choose a plan manager offering reliable, supportive and consistent service.
- Are you a registered NDIS provider?
While other service providers can choose whether they register with the NDIS, it’s mandatory for plan managers to ensure they meet strict quality and safety standards. You can verify this on the NDIS Quality and Safeguards Commission website. Be cautious of very small or new operators without clear processes, as managing NDIS funding requires strong systems and compliance. - What technology and budget tracking tools do you offer?
Look for plan managers that offer secure online portals or apps that show your spending and budgets in real-time. Also, mobile account access, clear statements and regular budget updates will make it easier to stay in control of your funding. - How quickly do you pay provider invoices?
Timely payments play a big part in keeping your supports and services running smoothly. Many plan managers have regulated processing times, and speed can vary. Ask about their standard processing times, and how urgent payments are handled if needed. - How do you communicate with participants?
Find out what options they have for you to contact them and how quickly they respond. How do they record conversations and action points so that you don’t have to repeat your situation each time you contact them? - What happens outside of hours or during peak communication times?
A good plan manager will provide things like newsletters, articles and email updates, so you can get information from different sources in case you can't contact them. It’s also important they educate and share information across their team so that everyone is up to date on the latest legislation and events. - What fees do you charge and what’s included?
Plan management is funded by the NDIS, but it’s still important to understand what’s covered and whether there are any additional costs. - Can you provide references or reviews?
Look for consistent, balanced Google reviews and feedback. If speaking to other participants, ask about a plan manager’s communication, payment speed and the quality of their overall support.
Understanding service agreements
A service agreement is a legal contract between you and your provider that outlines how they will support you. It helps set expectations upfront for both sides, so there are no surprises later.
An effective service agreement should be clear, easy to read and written in plain language. It usually covers:
- The supports your plan manager will provide
- How invoices will be processed and paid
- Communication methods and response times
- How your budget and statements will be managed
- How your data and information is protected
- Fees (if any) and how these are funded through the NDIS
- Any notice or termination periods
If anything feels confusing, it’s okay to ask questions. Your plan manager should take the time to explain things in a way that makes sense to you.
On the flip side, you also have a few responsibilities to your plan manager, such as:
- Providing accurate information
- Letting your plan manager know about any changes to your circumstances
- Reading and checking the information they provide to you, like statements and budget overviews
It's a partnership, and both you and your plan manager work together to keep your plan running smoothly.
How to compare multiple plan managers
Choosing a plan manager is a bit like choosing any important service. It’s okay to take your time, ask questions and compare your options. The goal is to find a plan manager that's reliable, responsive and easy to work with.
Try our NDIS Plan Manager Comparison Checklist at the end of this article.
A good plan manager should make you feel comfortable asking these questions. It also gives you the chance to notice how they communicate when answering.
- Do they explain things clearly?
- Are they patient and respectful?
- Do they follow up when they say they will?
These things often tell you more than the answers themselves!
How to compare multiple plan managers
Choosing a plan manager is a bit like choosing any important service. It’s okay to take your time, ask questions and compare your options. The goal is to find a plan manager that's reliable, responsive and easy to work with.
Try our NDIS Plan Manager Comparison Checklist at the end of this article.
A good plan manager should make you feel comfortable asking these questions. It also gives you the chance to notice how they communicate when answering.
- Do they explain things clearly?
- Are they patient and respectful?
- Do they follow up when they say they will?
These things often tell you more than the answers themselves!
Understanding service agreements
A service agreement is a legal contract between you and your provider that outlines how they will support you. It helps set expectations upfront for both sides, so there are no surprises later.
An effective service agreement should be clear, easy to read and written in plain language. It usually covers:
- The supports your plan manager will provide
- How invoices will be processed and paid
- Communication methods and response times
- How your budget and statements will be managed
- How your data and information is protected
- Fees (if any) and how these are funded through the NDIS
- Any notice or termination periods
If anything feels confusing, it’s okay to ask questions. Your plan manager should take the time to explain things in a way that makes sense to you.
On the flip side, you also have a few responsibilities to your plan manager, such as:
- Providing accurate information
- Letting your plan manager know about any changes to your circumstances
- Reading and checking the information they provide to you, like statements and budget overviews
It's a partnership, and both you and your plan manager work together to keep your plan running smoothly.
Take your time to make the right decision
Choosing a plan manager is a personal decision. Trust your instincts and give yourself the time and space to find the right support for your situation and preferences.
The most important thing is finding a plan manager who listens, understands your goals and works in a way that suits you. And if things change, you can always review your options and switch to a different plan manager.
Plan Manager FAQs
How do I find a plan manager in my area?
What's the difference between a plan manager and support coordinator?
A plan manager looks after the financial side of your NDIS plan; processing invoices, storing records, and supporting you to track your budgets. A support coordinator helps you find, organise and manage your supports to achieve your goals.
In many cases, a plan manager and a support coordinator work together to support you.
Can I change plan managers if I'm not happy?
Do I need to tell the NDIS when I choose a plan manager?
How much does plan management cost?
What is the NDIS Provider Finder tool?
NDIS Plan Manager Comparison Checklist
Use this simple checklist when researching different plan managers. Write notes on each question so you can compare options and feel confident in your decision.
Registration and trust
- Are they a registered NDIS plan manager?
- What’s their average review rating (Google/Trustpilot)?
- How long have they been operating?
Payments and processes
- How quickly do they pay invoices?
- Do they offer urgent payment options if needed?
- How do they prevent delays in services?
Technology and budget tracking
- Do they offer an online portal, dashboard or mobile app?
- Can you see your budgets and spending in real time?
- How often will you receive statements?
Communication and support
- How many contact options do they offer (phone, email, live chat)?
- How quickly do they answer/respond?
- How knowledgeable and helpful are they?
- How easy is their signup process?
Support and guidance
- Do they help you understand your plan and funding?
- Do they set aside funds for regular supports?
- Do they help prevent overspending or gaps in services?
- What extra education/guidance do they offer (webinars, newsletters etc.)?
Service agreements and flexibility
- Can you try their service before committing?
- Is there a notice period if you want to change?
- How easy is it to switch if you’re unhappy?
Customer Service:
- Do they have a simple, online sign-up process?
- Do they offer multiple ways to contact them?
- If you call them, do they take the time to have a chat with you, understand your needs and give you clear information?
Payment and budgets:
- Do they provide an online tool and a monthly overview for you to track the status of your NDIS budgets?
- Are they clear about their invoice payment process, including their payment times?
- Can you track the status of your invoices online?
- Can they secure your budgets with agreed service providers to protect you against overspending?
Expertise:
- Are they specialised in NDIS plan management or is it one of the many things they do?
- Do they have a background in financial services and the disability sector, or just one of these?
- Do they also provide support coordination, so they can support you with not only the financial but (if it suits you) also the organisational aspects of your NDIS plan?