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New COVID-19 Measures to support NDIS Service Providers

New COVID-19 Measures to support NDIS Service Providers

27 March 2020

On Wednesday 25 March, the NDIS announced new measures designed to support NDIS participants and providers through COVID-19.

Let’s take a look at two of the biggest changes the NDIS have announced and what they mean for your organisation.

And if you haven’t already, visit our webpage with Frequently Asked Questions about the NDIS and COVID-19 or read the news article for NDIS participants.


1. Price limits for critical supports have increased

The NDIS has updated the price guide, increasing the maximum price that you can charge for some services by 10%. This is a temporary measure put in place until 1 July to help you through this difficult time and only applies to the following critical supports:

  • Assistance with Daily Life (excluding Supported Independent Living). Category 1
  • Assistance with Social and Community Participation. Category 4
  • Improved Health and Wellbeing (excluding Personal Training). Category 12
  • Improved Daily Living Skills. Category 15

Important to know: Participants are not receiving additional funding from the NDIS to account for this change. If you have a service agreement in place with a customer, you will need to create another one if you plan on increasing your prices.

What this means for you:

  • If you offer the services listed above, the maximum price you can charge has increased by 10%
  • This doesn’t mean you need to change your prices, just that you can if you choose.
  • If you will be increasing your prices, you should get your customers to agree first. If you have a service agreement in place, you need to adjust your service agreement to reflect the new price. Note that your customers won’t be receiving any additional funding, so they will need to budget accordingly.
  • Plan Partners has updated the new price limits in our systems, including in our Fast Payment System in your Service Provider Dashboard, so you easily create invoices using the new price limits.
  • Read more about the categories in a NDIS plan and what the budgets can be used for.

2. Cancellations

To help service providers get through these tough times, the NDIS have made some changes to their cancellation policy. Now, participants are required to give you at least 10 business days’ notice if they cancel a session. This has increased from the previous two business days. The amount that you can charge for a session that’s cancelled without proper notice has also increased, from 90% of the service’s cost to 100%.

What this means for you:

  • If a customer cancels with less than 10 business days’ notice, you can claim the full cost of the session.
  • Everyone is going through tough times at the moment, so consider being flexible and working with customers to reschedule cancelled services instead of claiming for it.
  • If you have to cancel the session yourself, you are unable to claim for it.
  • If a customer misses several appointments in a row without explanation, consider letting either the NDIS, the LAC, or our team know so a welfare check can be carried out.


Other changes

Some of the many changes introduced to help NDIS participants continue receiving supports through COVID-19 include:

  • Plans are now automatically extended by 365 days without a review
  • Participants can now use their Core budget to access Support Coordination
  • It’s now easier for participants to temporarily switch from NDIA Management to Plan Management or self-management.

A full overview of how the changes impact NDIS participants can be found here.


More information

Head to our webpage with Frequently Asked Questions about the coronavirus and the NDIS.

We update this page every day with new questions and answers.  

And of course, reach out to our friendly team on 1300 333 700 or leave your details here and we will contact you. We’re here to help.



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