Frequently asked questions
Should a plan manager advise you when NDIS funds are low?
Yes, a plan manager should provide regular reports and statements to you directly. When a plan manager has identified overspend or underspend, the plan manager should advise you as soon as possible, regardless of reporting frequency.
Should a plan manager advise a provider when NDIS funds are low?
No, a plan manager should contact you directly. This will allow you to contact your provider, support coordination provider or partner in the community, to discuss current service delivery arrangements and make any required amendments.
How long should it take a plan manager to pay a provider?
A plan manager should arrange for prompt payment to a provider or prompt reimbursement to you. The NDIA expects a plan manager to validate an invoice and submit a payment request to the NDIA within five business days of receipt.Upon receiving payment from the NDIS, the NDIA expects payment or reimbursement to occur within two business days.
Should my plan manager claim all plan funds at the start of my plan?
No, a plan manager can only submit claims for supports and services after they have been provided. Once an invoice or receipt has been issued and sent to a plan manager, they will make a claim for that amount from the NDIS. All plan funds remain with the NDIS until a plan manager submits a claim for that amount.
Should invoices for supports and services include the provider’s ABN?
Yes. If your provider is registered for an ABN, their invoice must display a valid ABN.If you are providing an invoice without an ABN to your plan manager, your provider must complete the ATO’s Statement by a supplier not quoting an ABN form.
Should a plan manager help to determine whether supports or services are ‘reasonable and necessary’?
No, the role of a plan manager is not to determine whether the supports or services purchased are ‘reasonable and necessary’. Your plan will have funds approved for reasonable and necessary supports at the planning stage. The role of the plan manager is to ensure your plan is implemented as intended. This includes ensuring funds are being spent in accordance with your plan.
Why do plan managers operate differently to each other? Why isn’t there a set of standards to follow?
Plan managers are expected to follow payments and price controls established by the NDIA. Plan managers are also expected to follow the service expectations set out in the NDIS Guide to Plan Management. The guide does not prescribe what services a plan manager should provide, so the services offered may vary.
Who is responsible if a provider submits an invoice to a plan manager and there are not enough funds available?
Plan managers should work with you to reduce any potential for plan overspend. This will involve regular reporting of plan managed budgets as outlined in the NDIS Guide to Plan Management. Your plan manager should discuss with you effective and efficient ways to utilise approved funds. If your NDIS plan funds are being spent faster than anticipated and there is a risk that funds will be exhausted before your next review, your plan manager should discuss this with you. If you require additional funding (for example, due to a change in circumstances), contact us to discuss your options.
Who is liable to repay any amounts that are not spent in accordance with your plan?
Inappropriate use of government funds or fraud are serious matters. A plan manager may be liable to repay any amounts which have not be spent in accordance with your plan. For more information see the Provider Payment Assurance Program.
Why can’t a provider be advised of the allocated plan management funds in my plan?
Providers should work closely with you to develop a service agreement. The service agreement should outline how and when the supports will be delivered. Your plan manager should report regularly to you on your plan spending. This reporting will help you to keep providers advised.
If I change plan manager, who is responsible for paying my ‘old’ invoices?
If you change your plan manager, the new plan manager becomes responsible for the ongoing management of your plan. This includes, to process payments on your behalf, irrespective of the date the services were rendered or the invoice date. This is to ensure that any late invoices issued by a provider from earlier in the plan period are able to be paid. The NDIA expects payments of this kind will only be required in special circumstances.
What is the difference between a plan manager and a support coordinator and a partner in the community?
A plan manager will pay providers for supports delivered. A plan manager will help you monitor your funds, and provide financial reporting. A support coordinator will support you to understand and implement supports included in your plan. A support coordinator will link you to providers and other community and government services. A support coordinator will also support you to build skills and direction.An NDIS Partner in the Community delivering Local Area Coordination or early childhood services may provide plan implementation and monitoring support to you. Partner organisations are appointed by the NDIA to help you understand the NDIS, and find providers of support suited to your needs.
Can I pay my providers more than the limits set in the NDIS Pricing Arrangements and Price Limits?
No. If you are using a Plan Manager, providers cannot charge more than the price limits outlined in the NDIS Pricing Arrangements and Price Limits.
What other costs can plan managers charge?
From 1 July 2020, plan managers can claim for supports not delivered in person. This includes travel costs incurred to deliver supports.
More information is in the Pricing Arrangements and Price Limits.
