Plan managers

The way participants select a plan manager and the plan management rules for providers and participants do not change with our new computer system.

Plan managers will continue to help participants to manage funding in their NDIS plan. This includes helping participants to understand the types of supports they can purchase, help them to monitor their budget, and pay invoices for NDIS funded supports on their behalf.

Participants will meet with the NDIA planner who approves their plan. At this meeting, planners will talk to participants about how they want to manage their plan, taking into account any risk factors and sharing the available tools and resources on plan management, working with providers and the provider finder.

Plan management services can help participants to:

• increase their financial and plan management skills
• learn how to self-manage their plan 
• pay providers.

If a participant feels they would benefit from plan management services, they can tell their NDIA planner at their plan meeting. Planners can add funding for plan management services to a participant’s NDIS plan.

Participants with one or more support categories with plan management, must select a plan manager, but they have choice and control over who their plan manager is.

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.

Participants with plan management funding who want to keep working with their existing provider, or have already identified their preferred provider, can have them recorded as their plan manager for their plan.

Participants who need to choose a plan manager for the first time, or want to change the plan manager they have, will be encouraged to explore the open market and use the tools and resources available to identify and approach their preferred 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.

We have introduced a new self-service feature to make it easier for plan managers to work with participants.

Plan managers can request in the my NDIS provider portal:

• to support a participant
• to end their relationship with a participant
• an extension to an existing relationship. 

Requests will be sent to the participant’s my NDIS contact. The my NDIS contact will discuss the request with the participant or their authorised representative and ask if they would like to accept, adjust or reject the request.

If the participant does not accept or reject the request within 28 days, the request will be cancelled.

Participants can record, change or remove a plan manager at any time by speaking with their my NDIS contact, by calling the National Contact Centre on 1800 800 110, emailing [email protected] or via the web chat on the NDIS website.

Once a provider is recorded as a plan manager, they will automatically become a my provider for the participant’s NDIS plan.

Participants can let us know who their plan manager is at any time. They can tell us at their plan meeting, plan implementation meeting, or tell their my NDIS contact or local area coordinator or call our National Contact Centre.

To help plan managers prepare for their first experience of our new computer system, we have created some plan manager journey maps.

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

Learn how to use the my NDIS provider portal with the provider learning environment

The learning environment has walk-through tutorials that are easy to follow and use a step-by-step approach. There are tutorials tailored for plan managers.

There are two ways providers can access the learning environment. Providers can use their web browser to access the provider learning environment, or the myplace provider portal.

Once a participant has chosen their plan manager, consent is automatically applied for the plan manager.

We’ve improved visibility in the my NDIS provider portal so plan managers recorded as my providers will be able to see if a participant has any self-managed and NDIA-managed supports.

Plan managers can use the my NDIS provider portal to see the participant’s plan, but they should continue to use the myplace provider portal to make payment claims.

The notifications centre in the my NDIS provider portal dashboard has been updated to help providers to have visibility of important information and actions.

Plan managers will receive new notifications from the my NDIS provider portal when:

• They have a new relationship with a participant. 
• The start date or end date of an existing relationship changes. 
• Their participant has a new plan approved. 
• Their participant’s plan reassessment date is changed.
• Their participant has an existing plan-managed support category budget changed (increased, decreased or removed).
• Their participant has a new plan-managed support category added.

We have updated the 'choice and control budget' in our new computer system to be plan-managed only.

Plan managers will be able to view how much funding is allocated to the plan management fees in the ‘choice and control budget’ in the new my NDIS provider portal, when viewing their participant’s plan information.

 A plan manager will have visibility when a participant has:

• a new plan built in the new computer system
• asked to make changes to their plan.

The update to the ‘choice and control budget’ does not impact the process for submitting claims.

Plan managers who make claims for supports on behalf of participants are encouraged to keep up to date with the information regarding claims and payments on our website, like our claims and payment checklist.

Plan managers can also share the information in our videos and on our website with any unregistered providers they work with.

Plan managers can 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.