We designed and built a new NDIS computer system, supported by new provider and participant portals to improve how participants, providers and the NDIA work together.
We needed to build a new computer system because our existing participant records system (CRM) introduced in 2016, has never been fit for purpose and was coming to the end of its life. It can’t help us do what we need to do.
Through the design and build of the new computer system and portals, we have made it a priority to minimise impacts to providers. If we didn’t need to change something, we haven’t.
Even if we had to do a technical change, we’ve tried to reduce external impacts as much as possible to make sure claim and payment processes won’t be disrupted.
Watch the video below to learn more about changes we're planning and what these changes mean for providers.
Tools and resources for providers
The tools and resources on this page are arranged alphabetically. We update the information on this page regularly. Providers are encouraged to check back to make sure they have the most up-to-date information.
Providers who need more support with our new computer system can call our National Contact Centre on 1800 800 110 or email [email protected].
Bulk payment claims
We have removed the single claim function for all payment claims made against NDIS plans in our new computer system. If a single line-item claim is made without using a bulk payment request in the myplace provider portal, providers will receive an error message.
Providers should consider adjusting their business practices to submit all single claims via the bulk upload process. Learn more about bulk payment claims.
Claims and payments
Some new support categories and support types have been added to NDIS plans in our new computer system. There are no changes to support item descriptions, or the numbers providers use to make claims.
Providers experiencing difficulties with claims or payments, are encouraged to complete a few checks. Information to help with these checks include:
Providers can then raise a payment enquiry ticket in the myplace provider portal or contact our National Contact Centre for help.
Providers who have suggestions on how we can improve our new computer system can call us on 1800 800 110 or email [email protected].
My NDIS provider portal
All existing providers who access the myplace provider portal will be able to access the my NDIS provider portal using their PRODA account.
Registered providers are encouraged to familiarise themselves with the my NDIS provider portal before they begin to use it.
Providers can learn how to use the my NDIS provider portal in our online provider learning environment.
Myplace provider portal
There is no change to how providers submit claims. Providers should continue to use the myplace provider portal to make all payment claims, even if the participant they are working with has an NDIS plan in our new computer system.
More myplace tools and resources are available on our website.
Providers who receive error messages when using the myplace portal can continue to refer to:
Participants with plans in our new computer system will need to record their my providers for their NDIS plan when:
- some or all of their plan has NDIA-managed funding
- they have specialist disability accommodation, home and living supports and/or behaviour supports in their plan
- they have a plan manager. Only the plan manager needs to be recorded as a my provider. All other providers don't need to be recorded.
Learn more about my providers.
NDIS plans in our new computer system
Participant information will only be populated in the my NDIS provider portal once a participant has been moved to our new computer system.
Learn more about participant plans in the my NDIS provider portal.
Providers delivering plan management services can learn more about:
- what is changing for plan managers
- what is not changing for plan managers.
Learn more on our plan managers page.
Registered providers can learn more about:
- what is changing for registered providers
- what is not changing for registered providers.
Learn more on our my providers page.
Support coordinators and psychosocial recovery coaches
Providers delivering support coordination services can learn more about:
- what is changing for support coordinators
- what is not changing for support coordinators
- requests for service
- new reporting templates.
Learn more on our support coordinators and psychosocial recovery coaches page.
We have created technical documentation and end-to-end journey maps to show they key concepts and features that our new computer system will give providers.
The technical document explains the changes to business processes and interactions between participants, providers and the NDIA.
The end-to-end journey maps show the business processes and interactions that are described in the technical documentation.