Participants
Guidelines that shape how we deliver our plan management services
How We Support You
The NDIS consults participants to develop the principles of plan management. These principles outline expected behaviors for the delivery of plan management services and the outcomes participants should have.
Customer Success is Our Priority
We work collaboratively with participants to understand the funds available within their plan and provide advice about how to draw on this funding to achieve their goals and outcomes.
Ensuring Independence
We assist participants to manage the financial aspects of their plan without seeking to further the financial, or other interests, of ourselves and our organisation, or any third parties. We have robust policies and processes in place to actively manage any real or perceived conflicts of interest.
Demonstrating Accountability
We demonstrate accountability through:
- Defining clear invoice authorisation processes
- Keeping full, accurate records of required evidence (such as invoices)
- Providing participants with regular reports of plan expenditure
- Alerting participants of risks associated with plan spending
- Implementing robust security processes to store and maintain participant information
Consumer Awareness
We uphold participant rights as consumers to enable greater choice and control over the supports and services they engage. This involves adopting different ways of encouraging participants to make informed choices within the market.
Our Six Responsibilities and Commitments
We are dedicated to providing exceptional plan management services that empower NDIS participants to achieve their goals.
Know Our Scope of Delivery
We meet with participants to discuss service level agreements, explain service delivery, ensure participants approve invoices, and communicate our dispute resolution processes.
Understand Participant's Supports and Goals
We develop a clear understanding of how participants want invoices presented for approval and how payments are processed, while ensuring supports adhere to the NDIS Price Guide.
Communicate Effectively
We communicate using each participant's preferred method and make reports available in accessible, easy-to-understand formats.
Payment Assistance
We ensure payments to support providers are processed efficiently and on time through the NDIS myplace portal, alerting participants of any potential issues.
Information Regarding Providers
When requested, we share information about available providers (both registered and non-registered) in the participant's location.
Payment Validation
We explain that the schedule of fees should be documented in service agreements and must comply with the NDIS Price Guide.
Ready to experience plan management done right?
Our team is committed to providing transparent, efficient, and participant-focused plan management services.