Key points
  • NDIS plans in our new computer system won’t have service bookings.
  • Participants with plans in our new computer system can record my providers.
  • My providers will be paid quicker than providers not recorded by participants as my providers.

My providers are the providers a participant regularly works with and records as part of their NDIS plan.

By recording a provider, participants are letting us know that a provider can receive payments for claims on their NDIS plan.

Being recorded as my providers means less administration and time spent chasing details and following up claims. This is because my providers claims are generally paid within 2 to 3 days.

Participants can still choose to use any provider, however if a claim is made by a provider who is not recorded as my providers, we’ll check with the participant or their nominee by SMS to confirm the claim is for a support they agreed to. This process will generally take 10 days before the claim is paid.

Only participants who have a plan developed in our new computer system need to record my providers.

Participants or their nominees with a plan new our new computer system need to tell us their my providers when they have:

  • NDIA-managed supports funded within their NDIS plan.
  • Specialist disability accommodation, home and living supports and/or behaviour supports.
  • A plan manager. Only the plan manager needs to be recorded as a my provider.

A plan manager needs to be recorded as a my provider to be paid, but participants don't need to record providers for their plan managed supports if they don't want to.

Self-managing participants do not need to record my providers for their plan.

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

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

We previously called recorded providers 'participant-endorsed providers'. We received feedback from participants and providers that this term should be changed to plain English and be simpler to understand.

Information for my providers

NDIS plans developed in our new computer system won’t have service bookings. Instead, participants can tell us who the my providers are for their plan.

When we develop new plans for existing participants, their new plan will be based on their previous one. If the previous plan had active service bookings, these providers will be recorded as my providers on the participant’s new plan.

Providers can’t record themselves as my providers on a participant’s behalf. 

Providers who regularly work with and deliver ongoing supports to NDIA-managed participants are encouraged to talk to them about being recorded as providers for their plan. 

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

Providers with missing or inactive service bookings with their participants will not automatically transfer and will need to request that their participant records them as a my provider at the support category level on their NDIS plan. 

Providers of all other supports with existing service bookings will also automatically be recorded as my providers when the participant's plan is developed in our new computer system. 

Providers should make sure the participant knows their provider number, legal and trading names to record them as my providers. 

Participants or their nominee can record, change or remove their my providers at their plan meeting, plain implementation meeting or at any other time by talking to their my NDIS contact or by calling our National Contact Centre on 1800 800 110.  

Providers can’t record themselves as my providers on a participant’s behalf.

Providers who regularly work with and deliver ongoing supports to NDIA-managed participants are encouraged to talk to them about being recorded as providers for their plan.

Providers with existing service bookings, who deliver home and living supports, behaviour supports and specialist disability accommodation need to ask participants to record them as my providers.

Providers of all other supports with existing service bookings will automatically be recorded as my providers when the participant's plan is developed in our new computer system.

Providers should make sure the participant knows their provider number, legal and trading names to record them as my providers.

Participants or their nominee can record, change or remove their my providers at their plan meeting, plain implementation meeting or at any other time by talking to their my NDIS contact or by calling our National Contact Centre on 1800 800 110. 

Support coordinators working with participants who want to change their my providers can contact our National Contact Centre to let us know. We will contact the participant to approve the changes.

Providers recorded as delivering plan management services will also be listed as my providers for the participant’s plan.

Once providers are recorded by participants as my providers, they will remain recorded for the plan, unless the participant makes a change.  

Providers will be able to see when they have been recorded as a my provider in the provider role tab in the my NDIS provider portal. Providers can also see in the portal when they have been recorded as a my provider for the delivery of specialist disability accommodation, home and living supports and/or behaviour supports. 

My providers will be able to see the participant’s name listed in the My Participant section of the my NDIS provider portal if consent has been provided. 

Providers who can’t see a participant’s name are not recorded as one of their my providers or they may not have consent to see participant information. Providers can contact the participant or their nominee to ask they call our National Contact Centre to be recorded as a my provider or for the participant to update their consent. 

If a participant removes a provider from their plan, the provider will still be able to claim for supports. 

For any claims outside of the recorded period, additional validation and checks will occur because the provider was not recorded as my providers when the support was delivered. 

Claims from my providers on Agency-managed funds in a participant’s plan will automatically be referred for payment. My provider claims are generally paid within 2 to 3 days.

Claims from providers on an Agency-managed participant’s plan, who aren’t recorded as my providers will be validated before they are paid. We’ll check with the participant, or their nominee, by SMS to confirm this support has been delivered as agreed.

Participants will need to call the NDIS on 1800 800 110 within 6 days from when they receive the SMS. We will let the participant know what service the claim is for.

During the phone call, the participant can let us know if they agree to the service by accepting the claim. When the claim has been accepted it will be processed for payment.

If a participant does not agree to the service, they can let us know by disputing the claim. We will review the claim and contact the provider if we need more information.

The outcome of our review will be visible in the my NDIS provider portal. Claims that are not authorised for payment will be marked as ‘rejected’.

If the participant or their nominee does not call after receiving the SMS, the claim will be processed for payment after 7 days. This process will generally take 10 days before the claim is paid.

Claims from providers for specialist disability accommodation, home and living supports and behaviour supports who aren’t listed as a my provider for the participant's plan will automatically be rejected.

Day 1 for providers

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 for general providers.

Journey maps

To help providers learn more about our improvements and what is changing, we have created a journey map to explain how the new NDIS participant and provider journeys are connected.

This map reflects the participant journey, and explains what’s changed, as well as how providers will be supported by our new computer system, the my NDIS provider portal and the improvements we are making to our processes.

Disclaimer: the participant journey for providers PDF document cannot be read by a screen reader.

To help providers understand the changes our new computer system will bring to the NDIS journey, we have created a journey map. This map explains the new plan manager journey with the NDIS, highlighting key improvements for people with disability, participants, NDIS partners and providers .

Disclaimer: the journey map for general providers PDF document cannot be read by a screen reader.