Key points
  • Participants with Agency-managed funding can record their my providers on their plan.
  • Participants with specialist disability accommodation, home and living and/or behaviour supports must record their my providers in their plan for them to be paid.
  • You can add, change or remove your my providers at any time.
  • If we get a claim from a provider that isn’t recorded on your plan, we will check with you before we pay them.

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 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 supports even if your funding is self-managed or plan-managed.  

Recording my providers is optional for all other supports where your funding is Agency-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. 

How to record my 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. 

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.  

Plan managed and self-managing participants

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.

Checking with you before we pay claims

For your Agency-managed supports, if we get a claim that isn’t from a my provider on 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 on 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, home and living support and behaviour suppport services and they are not recorded as a my provider on your plan, we will automatically reject the claim. If this happens, we won't send you an SMS because only your recorded my 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.

When you have agreed to the support

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 on your plan. 

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

When you haven’t agreed to the support

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 SMS you

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.