My providers

Your new NDIS plan won’t have service bookings. Instead, you can tell us who the providers you regularly work with are, and we record them on your plan. 

We call the providers recorded on your plan 'my providers'. 

You can update or change your my providers at any time by talking to your my NDIS contact or calling our National Contact Centre on 1800 800 110.

When you record a provider on your plan, you are letting us know they can make claims against your NDIS plan when they deliver a NDIS support to you, and we do not have to check with you before we pay them.

You must record my providers when you have funding for:  

• specialist disability accommodation 
• home and living supports 
• behaviour support 
• a plan manager.  

You need to record my providers for these NDIS supports even if your funding is self-managed or plan-managed.

If you have an active service booking with a provider that delivers home and living, behaviour supports, or specialist disability accommodation, your provider will now automatically be recorded as a my provider at the support category level when your plan is approved in our new computer system. 

Recording my providers is optional for all other NDIS supports where your funding is NDIA-managed. However, if we get a claim from a provider that isn’t recorded on your plan, we will check with you before we pay them. 

Participants and nominees can use the my NDIS participant portal and my NDIS app to verify claims from providers. 

You can add, change or remove your my providers during: 

• your plan meeting 
• your plan implementation meeting 
• your check-in meeting. 

or at any other time by talking to your my NDIS contact or by calling the National Contact Centre on 1800 800 110. 

Participants can now self-service my provider relationship requests in the my NDIS participant portal. 

When a provider submits a new relationship request in the my NDIS provider portal, or a request to end or extend a my provider or plan manager role, the participant will be notified of the request by their preferred communication method. 

Under the ‘relationships tab’ participants can accept or decline the new relationship request for a my provider or plan manager role in the my NDIS participant portal. 

You can accept or decline the new relationship request from a provider to extend their relationship role. 

Participants can learn about new relationships requests by watching the ‘How to manage relationships in the my NDIS participant portal’ video. 

If you have a plan manager or provider that delivers specialist disability accommodation, home and living or behaviour supports and asks to end a relationship, we will contact you if there is no future relationship recorded. We will ask whether the relationship needs to be replaced. 

If you do have a relationship recorded, with a future start date, the request will be automatically actioned, closing the previous relationship in our system. 

All other requests to end my provider roles will be automatically actioned, closing the relationship in our system. 

When a relationship request is closed the provider will be removed from the ‘active relationships’ tab in the my NDIS participant portal. 

Participants will be notified that the relationship with the provider has ended by SMS notification or email, if that is your preferred method of communication.  

You can use the tools and resources on our website like the provider finder  external website and the plan implementation directory external website to help you choose the right providers for you.   

You decide who your my providers are. For the parts of your plan that are NDIA-managed, your my providers need to be registered providers.

Providers can’t tell us they are your chosen provider. We will only record your my providers in your plan if you, or your nominee, tell us to.   

Plan managed participants need to record their plan manager as a my provider because they are helping you manage your budget and pay for supports.

If you have self-managed or plan-managed specialist disability accommodation and behaviour support you must record the providers who deliver these services as my providers.

If you are a self-managing participant you don't need to record my providers because you are responsible for paying for your NDIS supports, keeping any invoices, receipts, pay slips and bank statements for five years.

For your NDIA-managed supports, if we get a claim that isn’t from a my provider for your plan, we will check with you before we pay them. 

If you are using a provider for a short-term NDIS support or one-off purchase, you may decide to not record them as my provider. You also don’t need to record a provider in your plan to find out if a claim has been made on your plan.  

We’ll SMS you or your nominee every time a provider who isn’t recorded for your plan makes a claim, to make sure it is for a NDIS support you agreed to. 

You can now check and accept or dispute claims in your my NDIS participant portal when we SMS you about a claim from a provider not recorded as a my provider on your plan. 

Once you have logged into the my NDIS participant portal, you can view the claim under the 'pending claims' tab, then follow the steps in the portal to accept or dispute the claim.  

You can also call us on 1800 800 110 within 6 days from when you received the SMS. We will let you know what the claim is for.  

If a provider claims specialist disability accommodation, home and living and behaviour support services and they are not recorded as a my provider at the support category level for your plan, we will automatically reject the claim.

If this happens, we won't send you an SMS because only your recorded providers can deliver you these types of NDIS supports.  

When you, or your plan manager, submit a claim for self-managed or plan-managed specialist disability accommodation supports, you must include the provider’s ABN. 

We will check the ABN and make sure the provider is registered with the NDIS Quality and Safeguards Commission to provide special

If the claim is for a NDIS support you agreed to, you can accept the claim in your my NDIS participant portal, or by calling the National Contact Centre. We will then pay the claim from your NDIS funding component amounts. 

Participants can now auto-accept all future claims from providers. 

If you agreed to the NDIS supports from this provider, you can select ‘accept’. If the claim is from a provider you work with regularly, you can now switch to ‘yes’ to have them recorded as a my provider. This means we won’t check with you when they next claim. 

If you keep the switch on ‘no,’ we will contact you to check claims from this provider before we pay them. 

If you have: 

a pending request from a provider to establish a relationship, and 

a pending claim from the same provider 

Switching to ‘yes’ in the pending claims tab, will not automatically establish the my provider relationship. 

As a second step, you will also need to go to your ‘pending requests’ in the relationships tab to accept the relationship. 

Participants can learn about auto-accepting claims from providers by watching the ‘How to manage relationships in the my NDIS participant portal.’  

If you receive an SMS about a provider you will continue to work with, and don’t want another message about them, you can let us know you want to record them as a my provider for your plan.  

This means the next time they submit a claim, we won’t contact you to check. 

If you didn’t agree to the NDIS support, you can dispute the claim in your my NDIS participant portal or let us know by calling the National Contact Centre.  

We will pause the payment while we look at the claim. We might ask you for more information and talk to the provider.  

Claims we don’t agree to pay will be shown as ‘rejected’ in your portal and the provider’s portal as well. 

When we send you an SMS to check about a claim on your plan, we will never ask you for personal information, or ask you to reply to the SMS. 

When you receive an SMS from us about a claim you can check the claim in your my NDIS participant portal or contact our National Contact Centre on 1800 800 110.   

If you don’t contact us within 6 days of receiving the SMS we will pay the claim from your NDIS budget.   

You can also call the National Contact Centre on 1800 800 110 if you need to change your response to a claim in the my NDIS participant portal. 

To learn more about recording my providers you can read our fact sheet.