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 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 NDIS 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 NDIS support category level on their NDIS plan.  

Providers of all other NDIS 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. 

When a provider is recorded as a my provider and a participant gives consent, providers can use the my NDIS provider portal to view the parts of the participant’s plan that are relevant to them. 

All provider staff with my NDIS provider portal access can view participant information as consent is listed at the organisation level.  

The information and notifications providers receive from the my NDIS provider portal is based on their role and the consent provided by their participant. 

Learn more about consent to view a participants consent and viewing plans.

We’ve introduced some enhancements to the my NDIS provider portal to allow providers to self-service my provider relationship requests. 

Providers can ask a participant to accept their request to be a my provider at the NDIS supports category level. 

Plan managers and my providers can self-service to end or extend their existing relationship with a participant.

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

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

Providers should make sure the participant knows their NDIS provider registration number, Australian Business Number (ABN) and legal and trading names to record them as my providers. 

Participants or their nominee can accept or decline my provider relationship request and record, change or remove their my providers at their plan meeting, plan 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, or the relationship request is accepted, 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. 

Providers, you will now see a new ‘Relationship requests’ tab under the ‘My organisation’ page. In this tab, providers will be able to request a new role with a participant.  

On the ‘New relationship request’ page, providers can select the role of either my provider or plan manager.

If a provider selects the my provider role, they can choose an NDIS specialised support category role of behaviour support, home and living and specialist disability accommodation (SDA) or no NDIS support category, from the dropdown menu options. Providers are required to fill out all fields for the request to be submitted.

If the form has validation issues, error messages will appear and providers will need to resubmit the form. 

For the request to be valid, a provider must submit a new relationship request with a start date on or after day 1 of the participant’s plan. 

Providers with multiple NDIS support categories will need to submit individual requests for each role. 

Providers can also contact the participant or their nominee to 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 NDIS 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 NDIS support was delivered. 

Providers can now end or extend a role in the ‘Provider roles’ tab in the my NDIS provider portal. 

In the ‘Provider roles’ tab, providers will see a new column called ‘Actions’. In the ‘Actions’ column, providers can select ‘More’ to submit their request. 

Depending on the type of request, providers can select ‘End role’ or ‘Extend role’. 

If a provider already has an ongoing role with no end date, only the ‘End role’ button will appear.  If a provider does have an end date, both ‘End role’ and ‘Extend role’ will appear. If a provider clicks ‘End role’, they can select an earlier end date than previously recorded. 

If a provider has a role with an NDIS supports category, it will include the category when ending or extending the role. 

If a provider clicks ‘Extend role’, they can submit a request to extend their my provider role. This then creates a new request for the participant to accept or decline. 

The provider will need to choose the type of extension they are requesting. This will be to either an ongoing role, or a new end date. 

Providers need to make sure they have discussed their relationship request with the participant and have their consent, before submitting the extension request. 

Providers won’t be able to view a participant’s plan information from the new end date. 

Claims from my providers on NDIA-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 NDIA-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 NDIS support 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.