All providers

Providers are generally involved in or aware of the plan reassessment processes that will trigger the transition for existing participants to our new computer system. 

Providers will receive a notification in the my NDIS provider portal notification centre about important information, including a change to a participant’s plan reassessment date.

Providers can also identify a participant has transitioned by one of the following ways: 

  • Error messages when a provider submits a single payment claim request against the current plan period. The error message will indicate the participant has transitioned to the new system and provide advice on how to resolve.
  • Existing service bookings will automatically be end dated for the previous plan. Providers will be able to see this in the myplace provider portal report function. 
  • Providers won’t be able to create a service booking for the participant in the myplace provider portal.

Providers can view requests for service for support coordination or psychosocial recovery coach services in the my NDIS provider portal. 

To help providers prepare for their first experience of our new computer system, we have created some information packs, quick reference guides and journey maps.

Changes for sole traders depend on the types of service they provide and the level of engagement they have with NDIS systems. 

We have created a range of materials to support different types of providers to transition to our new computer system and new ways of working. 

These resources are specific to provider roles and can be found on our website. 

You can also find the information you need in the: 

We update this information on an ongoing basis. Providers are encouraged to check back regularly to make sure they have the most current information.

We will continue to support providers to transition to the new computer system through information on the website, virtual and in-person information sessions and the new provider learning environment. 

Any pricing changes will occur in the Annual Pricing Review (APR) update.

We are running information sessions for all providers – including sole traders and small businesses – to help them get ready to transition to the new computer system and to use the my NDIS provider portal. 

Upcoming event information is available on the latest events page on the NDIS website.

my NDIS provider portal

Visit the my NDIS provider portal page to access the portal and for more information.

You should ensure: 

  • Your staff members have been added as existing contacts. 
  • You have linked to the organisation record you need to access. 
  • You have accepted the portal’s Terms and Conditions. 

If you are still unable to access the provider portal, please call our National Contact Centre on 1800 800 110 or email [email protected] for further support. 

Where possible, provide a screenshot of the error message you’ve received. 

This error message means you don’t have consent to view that part of the participant’s plan. Visit the participant consent and viewing plans page for more information. 

These APIs have been created so developers and providers can create or integrate their tools, apps and digital marketplaces to improve how participants, providers and the NDIA all connect and work together. 

There is no cost for software developers or registered providers to use the APIs. However, there are strict cyber clearance requirements that organisations must meet to be able to access the NDIA’s API Gateway via a direct integration. 

This cyber clearance process comes with a cost. If registered providers do not wish to go through the clearance process, they can access the NDIA’s APIs via an indirect integration with an aggregator. 

More information is available on the connecting with NDIS systems page on the NDIS website.

This is a business decision that providers need to make. The information that is accessible through the APIs is also available on the my NDIS provider portal.

No. You will need to continue to use the myplace provider portal to create reports for participants whose plan has not yet moved to our new computer system.

Provider organisations can only request each type of report up to 3 times within 24 hours. This means a total of 12 reports can be requested per day. 

Once you have reached the daily maximum number of report requests, you will need to wait 24 hours to request the report again. 

You can learn how to use the new reporting features in the my NDIS provider portal in the provider learning environment. It will be updated to reflect the changes in the my NDIS provider portal shortly. 

If you are still having problems with requesting the reports, you can contact the National Contact Centre for support by calling 1800 800 110 or by emailing [email protected]. 

Plan managers

Plan managers will be able to see funding for plan management fees when a participant they work with has a plan developed in our new computer system or has a plan reassessment after 10 October 2023.

Plan managers can submit requests via the my NDIS provider portal to: 

  • Support a participant. 
  • End their relationship with a participant. 
  • Extend an existing relationship. 

More information is available on the plan managers page.

We’ve improved visibility in the my NDIS provider portal so plan managers recorded as my providers will be able to see if a participant has any self-managed and NDIA-managed supports. 

We have made some changes to the my NDIS provider portal so that plan managers can now view old goals and budget information for participants with plans in our new computer system. 

At this point in time, you won’t be able to see NDIA-managed or self-managed funding that has been exhausted in a participant’s plan.  

We will be rolling out a system update that will enable you to see this information in the coming weeks. 

You will still be able to see self-managed and NDIA-managed support categories where funding is ‘Available’ via the my NDIS provider portal. 

Claims and payments - general questions

There are checks  providers can do, to make sure their claim has been entered correctly. Providers are encouraged to follow the claims and payment checklist.

Providers with “open” or “pending” claims in the portal can:

  • After 7 working days – raise a payment enquiry ticket in the myplace provider portal.
  • After 14 working days – contact the NDIA on 1800 800 110 and seek an update on their payment enquiry.

Providers can call our National Contact Centre for further assistance or feedback.  

We are aware of a small number of providers receiving an error message when they submit a payment claim on NDIS plans with agreed remote and very remote maximum price limits. 
 
This error is only affecting providers claiming on NDIS plans in our new computer system in limited circumstances.
 
Providers receiving this error message can let us know by:
 
•    Raising a payment enquiry in the myplace provider portal.
•    Emailing [email protected]
•    Calling 1800 800 110.
 
An NDIA payment officer will review the error code and ensure the correct remote loading is applied to the plan’s price limits. The payment officer will then contact the provider to let them know the update has been made and request the provider resubmits their claim.
 
This error message is not impacting:
 
•    Remote and very remote price limits generally.
•    Claims on plans in our old computer system.
•    Claims on plans in our new computer system where a remote or very remote loading is already applied.

General support and feedback

You can try the below problem-solving steps and if you still need further assistance, you can contact the NDIA for help.

Read the information available on the my providers webpage. 

If you can’t find a solution you can call our National Contact Centre on 1800 800 110 or email [email protected] for help.

You can email [email protected] or use our online feedback form  to share your feedback. 

To escalate an unresolved enquiry regarding the new computer system, please email [email protected]. 

Please note all enquiries must be first raised via either the National Contact Centre or have a payment enquiry raised prior to being escalated.  

Enquiries that have not been raised via these channels in the first instance may not be actioned.