Frequently asked questions

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How the NDIS works

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Who is eligible for the NDIS?

To be eligible, you’ll need to meet some basic criteria relating to your age, Australian Residency status and the nature of your disability.

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What are the steps in the NDIS process?

We’ve created this simple guide so you’re fully prepared and know exactly what to do throughout each of the seven steps of your NDIS journey.

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What is an NDIS plan?

Your NDIS plan is all about you and your life goals. It’s based on the details you provide in your planning meeting with your Local Area Coordinator (LAC). Your plan contains a breakdown of the different supports needed to help you achieve your goals, along with how much funding has been allocated to each category.

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What's covered by the NDIS?

The NDIS covers the cost of supports across a range of areas, including education, employment, living arrangements and health and wellbeing. The NDIS uses the "reasonable and necessary" framework to decide which supports you can receive funding for.

Our Knowledge Centre includes a regular series on ‘Making the NDIS work for you’, featuring different supports each series and how the NDIS funds costs for each.

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How do I prepare myself for the NDIS?

Check out our NDIS in 7 easy steps guide for some good tips, such as learning the basics about what the NDIS can fund and how it works.

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Can I make changes to my NDIS plan?

If you want to change something in your plan, you can always request a plan review. Make sure you explain as clearly as possible how and why you need to make changes.

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How do I know if I still have enough NDIS funds?

If you’re a customer of Plan Partners, you can easily keep track of your budgets and spending in the Plan Partners Dashboard. Sign up with us for Plan Management to get access to this handy tool for greater clarity and control over your funds and spending.

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Plan Management

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Why choose Plan Partners as your plan manager?

As your plan manager, we don’t just look after your NDIS invoices. We give you the support, info and tools to easily track your spending, see the status of invoices and confidently manage your funds to get the supports you need.

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How much does plan management cost?

Plan management is covered by the NDIS and is available to all NDIS participants - you just need to ask for it during your planning meeting.

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How do I sign up for plan management?

Easy! Just go to our signup page, follow the simple steps and we'll be in touch.

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What’s the difference between unregistered and registered providers?

The NDIS asks service providers to register with them because only registered providers can claim their invoices with the NDIS directly. But not all providers choose to do so and there are some great unregistered providers, which you only have access to if you self-manage your funds or have a plan manager like us.

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Support coordination

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What is support coordination?

Support coordination helps you get the most out of your NDIS plan, including finding and organising the best supports for your needs. It’s what the NDIS calls a ‘capacity building’ support – designed to help you build the skills and confidence to manage your own supports in future.

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What are the benefits of support coordination?

Coordinating your supports can be a little daunting and time-consuming. At Plan Partners, you get a dedicated support coordinator, backed by a team of experts, to help you find the best providers for your needs, regularly review your supports and action your plan. It’s especially useful if you need to engage lots of different service providers.

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Who is eligible for support coordination?

The NDIS decides each case individually - check out our eligibility article to find out more.

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How do I sign up for support coordination?

Signing up with Plan Partners is simple. Head to our sign up page, follow the steps and we’ll be in touch within one business day.

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Do I need to be NDIS registered?

Service providers aren’t required to go through the NDIS registration process, but doing so can allow you to work with a broader range of customers.

If you’re not NDIS registered, you’ll only be able to work with NDIS participants who plan manage or self manage their funding, but not participants with funds managed by the NDIA. If you are NDIS registered, you can work with all NDIS participants, regardless of how they choose to manage their funding.

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What services are covered by the NDIS?

The NDIS covers a wide range of services that vary for each person based on the goals in their NDIS plan. If a support meets the criteria of being ‘reasonable and necessary’ it can generally be covered by the NDIS.

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How can I stay up to date with the latest NDIS news and developments?

We regularly post important NDIS updates to our Knowledge Centre. It also features lots of practical articles to help your customers navigate the NDIS.

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What’s the NDIS Quality and Safeguard Commission?

The NDIS Quality and Safeguards Commission is an independent body that was created to help improve the NDIS and protect people with disability. As part of this role, it works with providers all around Australia to ensure they deliver a high level of service and support to NDIS participants.

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As a service provider, what are my obligations and responsibilities under the NDIS?

The NDIS Code of Conduct sets expectations for appropriate and ethical conduct in delivery of supports and services by service providers. You can learn more about your obligations and responsibilities here.

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How much can I charge for services?

To ensure customers get value for money, the NDIS have set maximum prices for most services and products in their NDIS Price Guide. You’ll need to make sure your hourly rate (including GST) doesn’t exceed the NDIS price limits. Check out our Price Guide Navigator to easily find support items and costs in one simple search.

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How quickly will my invoice be paid?

Please allow for up to 7 business days for processing, which includes the NDIA processing time of 1-5 days and an additional 2 days for funds to reach the nominated account, depending on the bank.

Once you’ve submitted an invoice using either method, you can use your Dashboard to track its status.

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Why does Plan Partners validate invoices?

The NDIS has stringent rules and regulations in place around invoices. As a plan manager, we make sure your invoices are compliant before we submit them for processing, so there’s no delay to payment.

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How do I update my bank details?

Bank detail updates should be sent to [email protected].

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What is a service agreement?

A service agreement is a written contract between you and your customer that describes the services you will provide, how much you’ll charge and other important info. Having a record of this protects both of you from any misunderstanding and allows us to set aside funds needed to cover your services.

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How do I submit a service agreement?

You can email us your service agreement signed by you and your customer to [email protected]. We’ll keep it on file if you need it in the future and will also set aside funds from the budget in your customer’s NDIS plan.

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What tools do you have to support me?

Our support coordinator Dashboard is a handy online tool to help you better support your customers to get the most out of their NDIS plans. View multiple plans in one central place, approve invoices on their behalf and get handy tips to support them with their spending.

And because your Dashboard is also available as an app, you can access all of its features while you’re out and about.

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Can I use the Dashboard to support customers who aren’t Plan Partners customers?

Your Dashboard will only display the details for customers who are plan managed by us.

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How do I access the Support Coordinator Dashboard for the first time?

To access your Dashboard (and App), simply provide us with your customer's consent to access their Dashboard information. You can do this by emailing us either:

• A signed Service Agreement between you and your customer (or nominee), stating you’re allowed to collect sensitive information and outlining your commitment to keep this information safe
• A signed Consent form from your customer (or nominee) giving you consent to access their Plan Partners Dashboard.

You can email us your legal authority to [email protected].

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How can one of my customers become a Plan Partners customer?

Signing up with Plan Partners is simple, either online or over the phone. If your customer doesn’t currently have funding for plan management included in their plan, they’ll need to get it added by submitting a change of circumstances form to the NDIS.

If they already have a different plan manager, they can switch to Plan Partners at any time. All they need to do is give us a call on 1300 333 700 and we’ll handle the rest.

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Will the Dashboard display all the support budgets for a customer?

All their support categories plan managed by us will appear in your Dashboard. If your customer has a category they self manage or the NDIA manages, it will not appear in your Dashboard.

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How can I stay up to date with the latest NDIS news and developments?

We regularly post important NDIS updates and news to our Knowledge Centre (and your Dashboard). It also features lots of practical articles to help your customers navigate the NDIS.

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How long does it take for invoices to be processed?

Please allow for up to 7 business days for processing, which includes the NDIA processing time of 1-5 days and an additional 2 days for funds to reach the nominated account, depending on the bank.

Once you’ve submitted an invoice using either method, you can use your Dashboard to track its status.

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How can Plan Partners help my customers stay on top of their budgets?

We have several tools that give our customers clarity and control over their budgets. Our Dashboard provides helpful overviews with simple breakdowns for each category. When customers are getting through their budgets too quickly or too slowly, we send them gentle reminders with steps they can take to keep spending on track. We can also use a customer service agreement to set aside funds for specific supports to prevent any payment issues.

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