Trending Questions

Yes, participants will still be able to request hard copy NDIS plans. 

No. Unregistered providers should continue to submit their invoices to self-managed participants or plan managers in the usual way. 

Yes. Unlike the core part of your plan, the amount of funding in each support category is flexible within that category. The budgets within the home and living support category are flexible at the support category level. More information is available on the housing and living supports and services page. 

We changed the settings in the new my NDIS provider portal so plan managers could see how much funding is available in the participant's plan for their fees in October 2023. After this change, all plan management fees became plan-managed. 

Plan manager fees for plans approved before this change will be NDIA-managed. Plan management fees will update from NDIA-managed to plan-managed when the participant’s next plan is developed. 

Since November 2022 in Tasmania, we have been developing plans for all new and existing participants in our new computer system. 

From 30 October 2023 on mainland Australia, we started working with participants to develop their next plan in our new computer system. This applies to participants who have a plan expiring between November 2023 and February 2024 and they: 

Need a new plan that is different to their current plan. 

Request a change to their plan that means they need a plan reassessment. 

Participants with plans that meet their needs and include the right supports may be offered the option to continue their current plan. If they agree, we will continue their plan in our existing computer system and wait to develop their next plan in our new computer system. 

From the end of February 2024, all expiring NDIS plans will progressively transition to our new computer system. 

In our new computer system, funding in NDIS plans will be built at the support category level. There will be no line items built into plans.  

Participants will still have stated and flexible supports, but these will be at the support category level.  

Because budgets will be listed at the support category level, and as a whole dollar figure rather than as line-by-line costs, participants will have more flexibility over how they use their total support category budget. 

Where budgets are listed as flexible, there is flexibility within and across the flexible support categories, in line with how the plan is managed. 

Where budgets are listed as stated, there is only flexibility within the support category. 

More information on flexible and stated supports is available in the product catalogue settings. 

The home and living support category is stated, so the budget for the home and living category is flexible within that category.  

Funding across support categories can’t be combined. Each support category is working towards achieving a particular goal. 

Yes. The new support categories will appear on all plans developed in our new computer system. If a participant does not have these supports, there will be a zero dollar amount next to the category. 

How we manage consent and share participant information does not change with the introduction of our new computer system. As such, participants continue to have choice and control over who can see the details in their NDIS plan.  

When support coordinators or recovery coaches accept a request for service and are recorded as my providers, they will be able to see participant information like their name, contact information and nominee details. Support coordinators and recovery coaches can talk to participants about consent to see more details of their plans like the goals, budget information and funded supports. 

Access to a participant’s plan via the portal is not the only way for providers to understand a participant’s goals. Participants and their support coordinators or recovery coaches can share information in other ways, like in discussions about service agreements, implementing plans, or different supports. 

In our new computer system, funding in NDIS plans will be built at the support category level. There will be no line items built into plans. 

The home and living support category is stated and this means funding can only be used for these kinds of supports (as per the line items in the support catalogue). 

However, as the budget is at the category level, funding can be flexibly applied within the category to purchase home and living supports. 

The home and living support category is flexible, regardless of how the plan is managed (self-managed, plan-managed or NDIA-managed). 

Providers are encouraged to familiarise themselves with the support categories and the line items that apply to those categories. 

We are taking our time with the national roll out because we want to make sure everyone connected to the NDIS – participants, providers, our staff and partners – have time to prepare for our new ways of working and know what to expect from the next step in their NDIS journey. 

We have mapped the transition process to the end of February 2024 on our website. As we progress, we will provide further advice on how the transition will occur over the 18-month period. 

We will check-in with participants with longer plans at least once every 12 months, to hear about how they are going with their plan and to see if it continues to meet their needs. 

Where participants with changes in their life need more, less or different supports and as a result, a new plan, we will work with them to develop this plan in our new computer system. 

Yes. If a provider declines a request for service after they have accepted it in the my NDIS provider portal, the participant will need to get in touch with their my NDIS contact to raise another request for service, with a different provider. 

Only certain providers with consent can see the amount of funding in a participant’s plan. These providers are plan managers, support coordinators and recovery coaches rather than general providers. 

Short term accommodation remains in the core supports category. 

In our new computer system, funding in NDIS plans will be built at the support category level. There will be no line items built into plans. Participants will still have stated and flexible supports, but these will be at the support category level.  

Because budgets will be listed at the support category level, and as a whole dollar figure rather than as line-by-line costs, participants will have more flexibility over how they use their total support category budget. 

Yes. Support coordinators and recovery coaches will be asked to submit reports across the life of a participant’s plan, generally at a set period. The timing of progress reports may change, depending on the participant’s circumstances and when their next plan reassessment is due. 

Support coordinators and recovery coaches should regularly log-in to their my NDIS provider portal to track due dates for the reports. 

The new reporting templates are available on our website. 

A request for service is raised in the my NDIS provider portal by an NDIA planner at the plan meeting, or by a my NDIS contact at the plan implementation meeting:

The request for service process occurs when a participant:

• Is using support coordination or recovery coach services for the first time. 
• Wants to change the provider they have. 
• Wants to keep working with the same provider and their plan has transitioned to the new computer system. 

If a participant is unsure of who they want their provider to be at either meeting, they can get in touch with their my NDIS contact or our National Contact Centre on 1800 800 110 at any other time to raise a request for service. 

Providers will receive a notification in the my NDIS provider portal when there is a new request for service.

Providers have 4 days to accept the request for service. 

Participants can tell us if their support coordinator or recovery coach has consent to view their plan, and we will make this adjustment in the my NDIS provider portal. 

Each time we work with participants, we will tell them which computer system their plan is in (our new one or our existing one). Participants are encouraged to share this information with their providers.

Each time we work with participants, we will tell them which computer system their plan is in (our new one or our existing one). Participants are encouraged to share this information with their providers. 

Participant plans will transition to our new computer system in line with our gradual rollout approach, not their plan management type. 

Other ways providers will know when participants have NDIS plans in our new computer system include: 

• Receiving a notification in the my NDIS provider portal notification centre about important information, including a change to a participant’s plan reassessment date. 
• Error messages when submitting 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. 
• Automatic end dating of service bookings. Providers will be able to see this in the myplace provider portal report function. 
• Being unable to create a service booking for the participant in the myplace provider portal. 
• Support coordinators and recovery coaches will receive a request for service notification in the my NDIS provider portal. 

No. Allied health providers should continue to provide the reports to participants ahead of their plan meeting, or by emailing our National Contact Centre at [email protected]. 

Yes. Behavioural supports and SDA can now be accessed on self-managed and plan-managed plans. Participants or their plan managers need to make sure the provider’s ABN is recorded when they are submitting a claim for payment. 

Providers delivering SDA and behaviour supports, including restrictive practices, need to be registered with the NDIS Quality and Safeguards Commission.