Frequently asked questions.

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General FAQs

What is the difference between the NDIS and NDIA?

The National Disability Insurance Scheme (NDIS) is Australia’s first national scheme to support people living with a significant or permanent disability. The National Disability Insurance Agency (NDIA) implements the NDIS and makes decisions about whether someone is eligible to become an NDIS participant and, if so, how much funding they will receive.

How do I know if I am eligible for the NDIS?

If you have a disability that usually requires support from another person or special equipment, you may be eligible for NDIS funding. NDIS funding is available to participants aged between 7 and 65, living in Australia as an Australian citizen or have a Permanent or Special category visa. To check whether you’re eligible, visit the NDIS Website: https://www.ndis.gov.au/applying-access-ndis/am-i-eligible

How do I apply for NDIS funding?

Once you have determined that you’re eligible to access funding, you can contact the NDIA on 1800 800 110 to make an Access Request over the phone or by completing an access request form. https://www.ndis.gov.au/applying-access-ndis/how-apply

If you need help with filling in the form or making the call, you can contact your Local Area Coordinator or your local NDIA office: https://www.ndis.gov.au/contact

As part of the Access Request process, you will be asked a series of questions regarding yourself and your disability. Your doctor and/or other health professionals may need to submit supporting documentation as proof of your disability and its impact on your life. You can provide existing information such as letters or reports.

What's next?

Once you have submitted all the required information, the NDIA will make an “access decision” and send you a letter to inform you whether you are eligible for the NDIS or not.

If your access request is accepted, you will be contacted to arrange a planning meeting to discuss the supports and funds you will need. This is an important step to creating your NDIS plan. This meeting can be done face to face or over the phone depending on what suits you. The meeting is for the NDIA to gather as much information about you as possible to develop the best plan for you.

We highly recommend being prepared for your planning meeting. You can contact your Local Area Coordinator to understand what information the NDIS needs from you to create your plan and start shaping your goals.

What are my goals?

Your goals are an important part of the meeting and of your plan. Your short- and long-term goals are the things you want to achieve with the support from the NDIS and other supports and services. Think about what you would like to achieve, why you would like to achieve it and when you would like to achieve it by.

What is an NDIS plan?

Your NDIS plan is your document that sets out your goals, the supports that you have or need to meet these goals as well as the funding available.  The plan is set for a period varying from a few months to a couple of years depending on your current situation.  Your NDIS funding is there to help you meet your short- and long-term goals where reasonable and necessary.

What happens if I need to make changes to my plan?

If during the duration of your plan your circumstances change, you should let the NDIA know so that they can determine if your plan needs to be reviewed. A change in circumstance form will need to be completed: https://www.ndis.gov.au

What services and supports are covered by the NDIS?

NDIS funding is broken into three major categories – CORE, Capacity Building and Capital. Within these categories are subcategories each matched to your individual goals. You may not have all the support categories funding in your plan. Some people might have one or two support categories funded and others may have more.  This will depend on your individual needs and may change from plan to plan based on your specific supports and services.

The types of supports that the NDIS may fund for participants include:

  • daily personal activities such as assistance with showering
  • transport so that you can join in with community, social, economic and daily life activities
  • workplace help to allow a participant to successfully get or keep employment
  • therapeutic supports such as physiotherapy, occupational therapy, psychology
  • help with household tasks such as cleaning, cooking and mowing
  • home modification design and construction
  • mobility equipment, and
  • vehicle modifications.


The NDIS Act and the rules made under the NDIS Act also tell us which supports will not be funded by the NDIS.

The NDIS cannot fund a support that is:

  • the responsibility of another government system or community service
  • not related to a person’s disability
  • relates to day-to-day living costs that are not related to a participant’s support needs, or
  • is likely to cause harm to the participant or pose a risk to others.


Your supports must also facilitate your participation in society, be value for money, be beneficial to your well being and take into account your existing support network. The support provided by family and friends is known as informal supports and is not funded through your NDIS plan.

What is the NDIS Price Guide?

The NDIS Price Guide is an important document that helps you interpret the legislation and the rules for NDIS supports and how providers can charge for their services.  The support catalogue then lists out all the support items available. The NDIS Price Guide and support catalogue should be read together, it is regularly updated with explanations about recent changes to supports and their funding. 

About Plan Management

What are the benefits of Plan Management and having your own Plan Manager?

Plan Management supports you in managing your NDIS funds. Our Plan Management team handles the administrative tasks related to your plan. We help keep track of your spending, maintain accurate financial records, make claims with the NDIA on your behalf and ensure your providers get paid in a timely manner. This allows you to focus on the more important stuff.

Having a Plan Manager allows you to access registered and non-registered providers, giving you more choice and control when choosing a provider. A registered provider is someone or an organisation that meets the NDIS quality and safeguards standards. However, not all providers choose to register. The main difference between non-registered and registered providers is that only registered providers can claim their invoices with the NDIA directly.

What do Plan Managers not do?

The biggest misconception is that Plan Managers assist participants in finding and linking to appropriate services. We do not help with budgeting or rostering. How to best utilise your funding and locating the best supports for you is typically the role of your NDIS representative, LAC planner, or Support Coordinator. Your Plan Manager is primarily responsible for paying your chosen supports from your NDIS budget.

For Service Providers

What information should I include in my NDIS invoice?

  • Your business name and ABN
  • Your contact information including email address and phone number
  • Unique invoice number and invoice date
  • Participant’s details
  • A description of the supports or service provided, including service dates, hours and rate
  • Total invoice amount
  • Your payment terms and due date
  • Your bank account details

My invoice hasn’t been paid. Who do I contact?

You can contact us directly if there are any unpaid invoices.

How much does Plan Management cost?

The cost of having Plan Management is covered under your NDIS funding in separate category. This funding will not impact your ability to use other supports. We charge the maximum fee permissible by the current NDIS price guide but only where funds are available so there are no out-of-pocket charges.

How do I get Plan Management approved in my plan?

During your planning meeting, let your planner know that you want your funds to be plan managed.

How do I pay my providers?

Providers can send an invoice to us directly and we will pay them on your behalf. Alternatively, providers can send you an invoice for approval before you on send to us.

How long does it take to pay to process my invoice?

We endeavour to have invoices processed and paid to providers within 7 business days from date of receipt.

When will the provider receive payment?

We will send the provider a remittance advice once we have paid the account. Depending on the financial institution your provider is with, it can take 1-2 business days before the funds clear.

Do you offer priority payment service?

Yes, if there is any financial hardship or other difficulties, please contact us to discuss options.

Can I be reimbursed for expenses that I have paid for directly?

If you have already paid your provider, you can submit the invoice to us requesting reimbursement.

Still have further questions?

Feel free to email or call us.