New system improvements

We are making adjustments to our new computer system to make sure participant addresses are recorded correctly and the agreed regional, remote and very remote maximum price limits are correctly applied to NDIS plans. 

Providers with existing active service bookings, who deliver home and living, behaviour supports, and specialist disability accommodation, will automatically be recorded as my providers at the category level when their next participant's plan is approved in our new computer system. 

Providers will receive a notification in the my NDIS provider portal when they are recorded as a my provider in our new computer system.  

We are making several updates to the my NDIS provider portal to improve the user experience. These updates are based on feedback we have received from providers and include:

• Displaying the my provider support category relationships for home and living, behaviour support and specialist disability accommodation providers. 
• Updating the error messages, search functionality and hyperlinks to improve the overall provider experience.

Payment enquiries will be moved from the myplace provider portal to the my NDIS provider portal. More information and improved help guides will be built into the payment enquiries process within the my NDIS provider portal to support providers to complete the process in the one portal. 

We have introduced a system enhancement which means the physical address recorded against a support coordinator’s NDIS business account will no longer be visible in a requests for service raised in the my NDIS provider portal.

Support coordinators will still be able to see the address details recorded against their account in the my NDIS provider portal.

Once a request for service has been accepted, support coordinators and participants can use the email addresses and phone numbers that will be visible in the portal to work together.

Participants and their nominee can check provider claims using the my NDIS participant portal.

This makes it easier for participants to see what claims have been submitted, identify any supports they haven’t received, and accept the remaining claims. 

The NDIA will still send participants an SMS when claims are made on their NDIA-managed supports by providers not recorded as my providers for their plan. 

They then have 6 days to check the claims before they are paid automatically.  

After viewing the claim details, participants can either dispute or accept claims. 

The NDIA will investigate any disputed claims. Accepted claims will progress to be paid. 

Participants can still check claims by contacting the National Contact Centre on 1800 800 110. 

Notifications providers receive through the my NDIS provider portal are available to Digital Partners, based on their roles via the NDIA Application Programming Interface (API) subscription service. Notifications include: 

• PACE budget update. 

• Plan approval update. 

• Request for service. 

• Participant relationship commenced. 

• Participant relationship ending. 

Providers can find more information about APIs here Connecting with NDIA systems.

We have made several updates to the my NDIS provider portal to improve the experience for providers. These updates are based on feedback we have received from providers. We have:

• Consolidated the two “my participants” lists into a single list. 

• Updated error messages to improve the punctuation, language and formatting and improved the messaging on the notifications error page.

• Improved the filtering options for the downloadable reports list and plan manager self service requests list.

• Improved the performance of pages containing large amounts of data within the my NDIS provider portal.

• Improved the formatting consistency and accessibility of the ‘Relationship request tab’ for plan managers, and the ‘SDA dwelling enrolment questionnaire’ for SDA providers.

We have improved the SDA Enrolment Form on the my NDIS provider portal  to record when GST credits were claimed for the construction, refurbishment, or purchase price of a dwelling. 

SDA providers will be asked to answer two additional questions related to GST in the SDA Enrolment Form when enrolling a new dwelling. 

This update allows the maximum SDA price to be accurately calculated, ensuring it is consistent with recent changes to SDA pricing. It also means that all of the information will now be captured and stored in the my NDIS provider portal. 

With participant consent, providers can download reports with the following information:

• Details of claims and payments, including the status of claims awaiting verification. 
• Participant and provider relationship details. 
• Details of notifications. 
• Participant budget information when there is a recorded my provider relationship.

When a participant has an NDIS plan developed in our new computer system, plan managers, support coordinators and psychosocial recovery coaches with participant consent to see: 

• Historical participant goals. 
• Historical plan budgets.

If a provider submits a claim and it is below the price guide limits, they will receive an error message explaining this.  

If a provider submits a claim above the price guide limits, they receive a different error message explaining this.  

Previously, providers would only receive one error message for this type of claim. 

New notifications from the my NDIS provider portal will let providers know when they have a task to complete, or participant budget information has been updated.

Depending on the types of service and consent in place, providers will be notified when:

• They have a new relationship with a participant (my provider)
• The end date of a relationship changes
• There is a new request for service
• A new plan is approved, including a change to the reassessment date
• A budget is changed
• A new support category budget is added
• An existing support category budget is changed (increased, decreased or removed).

Previously, plan managers had 30 days to submit claims for supports delivered after their plan manager period had ended.

Plan managers can now only submit claims for supports delivered within their current plan-management period.

Plan managers need to make sure they submit any claims before their plan management period on a participant’s plan ends.  

Previously, specialist disability accommodation and behaviour supports could only be Agency-managed.

Participants with a plan developed in our new computer system can now choose to have self-managed or plan-managed specialist disability accommodation and behaviour supports in their plan.

Self-managed or plan-managed specialist disability accommodation and behaviour supports must be delivered by providers who are registered with the NDIS Quality and Safeguards Commission.

Please make sure to provide your ABN to participants you support with these services as they, or their plan manager, must include your ABN when submitting a claim for self-managed or plan-managed specialist disability accommodation or behaviour supports.

If you are not a registered provider for these services and a participant submits a claim, the claim will be automatically rejected.

General providers, support coordinators and psychosocial recovery coaches recorded as my providers will automatically be able to see a participant’s: 

• contact details.
• nominee’s contact details if they have one. 

Plan managers recorded as my providers will be able to see if a participant has any self and Agency-managed supports.

Currently, plan managers can't see how much funding is available in the participant's plan for plan manager fees.

We will change the settings in the new my NDIS provider portal so plan managers can see how much funding is available in the participant's plan for their fees.

Claims on Agency-managed home and living supports will only be paid to providers authorised by the participant. 

Providers with regular and ongoing working relationships with Agency-managed participants are encouraged to talk to them about becoming a my provider for their plan.

Plan managers can request, through the my NDIS provider portal, that a participant would like to record them as a plan manager on their plan. 

The participant’s my NDIS contact will contact the participant to discuss the request, and will support the participant to accept, reject or modify the plan manager's request.

The provider learning environment is available via the myplace portal. The learning environment has walk-through tutorials to help providers learn the new system and processes.

A small number of integration issues were affecting payments to some providers, requiring manual interventions and delays in payments. 

Improvements were made to back-of-house systems and payments remitted.

Ongoing participant and plan manager in new plans were not recorded correctly, resulting in delays to services starting and payments being made. 

This was fixed with a system carry over of ongoing ‘my provider’ relationships (formerly referred to as participant-endorsed providers).

Participants often need time (and support) to consider which providers best meet their needs.

Handover and follow up notes for NDIS partners were improved to make sure participants had time and choice and control to select their plan manager and record them as a my provider (formerly referred to as participant-endorsed providers).

We built an NDIS developer portal with a list of APIs for providers. 

Developers can use this code to connect internal business systems to our new computer system