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 support to you, and we do not have to check with you before we pay them.

You will need to record my providers for your NDIS plan when:

• Some or all of your plan has Agency-managed funding.
• You have specialist disability accommodation, home and living supports and/or behaviour supports in your plan.
• You have a plan manager. Your plan manager needs to be recorded as a my provider.

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 supports, keeping any invoices, receipts, pay slips and bank statements for five years.

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

You decide who your my providers are. For the parts of your plan that are Agency-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. 

You can change your my providers or tell us about new ones at 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.

For your Agency-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 service or one-off purchase, you may decide 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 support you agreed to.

You need to 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 and behaviour suppport services and they are not recorded as a my provider 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 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 specialist disability accommodation support services before we pay the claim.

During the phone call you can tell us that you accept the claim if it is for a support you agreed to. We will then pay the claim from your NDIS budget.

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 support, you can let us know during the phone call. 

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 will need to contact our National Contact Centre to check the claim.  

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