5 Reasons NDIS Participants Stay with NDSP Year after Year

Recently, we wrote a blog about how to know when it was time to change plan managers – and it got us thinking about all the reasons NDIS participants might choose and stay with NDSP.

Based on what we hear back from our clients, here are five reasons why we think people stay with us over other plan managers.

1. We’re responsive when you need help

We know you have better things to do than to spend time waiting for questions to be answered. While some participants might prefer a 1:1 model for plan management, we think our team approach allows us to provide more assistance, faster, without compromising on the quality of our work.

We have an average response time of 75 seconds or less if you call us on 1800 63 63 77 during business hours (Monday to Friday, 8.30AM to 5.30PM ACT). We aim to respond to all online queries within 3 business days, or you can request a call back within 48 hours – either way, we won’t leave you hanging!

Related: The Myth of 1:1 Support in Plan Management

2. We ensure your invoices are NDIS-compliant

We use a streamlined system to process your invoices, ensuring your providers are paid out within 3-5 days. This includes our internal processes and checks, as well as the time it takes for the NDIA to approve and release payment.

Our checks are designed to ensure that the invoices we send to the NDIA on your behalf, are compliant with NDIS requirements. This means double checking invoices against your NDIS plan (the supports you have approval for, and what you have available in your current funding period), as well as checking your providers have supplied the right information and details on the invoices.

Related: How We Ensure NDIS Compliance Without Gatekeeping Your Funds

3. We’re a registered NDIS Provider

Being a registered provider means going through a formal approval process with the NDIS Quality and Safeguards Commission (QSC). It works like a regulatory trust-mark in the NDIS sector; you can trust that NDIS-registered providers have demonstrated compliance in key areas like:

• Compliance with applicable NDIS Practice Standards, with the NDIS Code of Conduct, and with state, territory and Commonwealth laws
• Having effective systems and practices for managing complaints and incidents
• Having relevant NDIS Worker Screening clearances
• Meeting notification requirements (telling the NDIS if there are significant changes to the organisation or its financial situation, or if something else happens that could affect the delivery of supports to participants)
• Meeting NDIS quality audit requirements

 

Note: There are many reasons why providers might not become NDIS registered – for example, if they’re a sole operator or small business, the ongoing cost and admin may not be worth it as an investment.

Being non-registered doesn’t mean providing lesser care or service; however, if your provider is NDIS registered you’ll know there is a greater level of oversight involved in how the organisation is run and regulated. It’s an added layer of reassurance if you see a provider is NDIS registered vs an unregistered provider.

4. We offer helpful resources and tools for clients

We believe that navigating the NDIS system – even down to simpler things like checking your budgets – should be as easy and accessible as possible. We’ve designed our website and portal accordingly:

Free Participant Toolbox

Wondering where to get started with the NDIS or plan management? Our free participant toolbox can help. We’ve created a free space for participants to find answers to common questions, including guides and forms to help you get the most out of your NDIS plan.

Nappa Portal

Our Nappa Portal allows you full access to your NDIS budget.  With our cyber-safe passwordless login, you can:

• Securely view your budget in real-time, 24/7 on any device (desktop, mobile, or tablet)
• Track funding allocation and your spend so far
• Access provider invoices and payments

 

5. We welcome your feedback

We’re always looking for ways to improve! If you have anything to tell us about our work – good or otherwise – we welcome it. Here’s some easy ways you can get in touch:

On our website

We have a dedicated compliments and complaints feedback form available online for our clients. You can also submit suggestions here if you think there are ways we could improve our services.

By emailing us

If you would prefer to provide your feedback this way, you can email us on feedback@ndsp.com.au.

If you submit by our web form or by email, we’ll acknowledge the complaint within two business days and assess the complaint within 10 business days.

Using our free-call number

Prefer talking to a real person? You can call NDSPand register your feedback or complaint directly. We find we can resolve most complaints in the initial phone call, or we aim to do so within the business same day – you’ve got better things to do than wait around for us to take action, so we get things moving as quickly as possible.

How NDSP handles your feedback

We take a person-centred approach. This means we’ll listen carefully, keep your complaint private, and be honest and fair. We’ll try to fix the problem quickly and will tell you what’s been done to fix it.

Most importantly, we’ll never make you feel bad for submitting a complaint – if something’s wrong, you have a right to tell us and ask us to fix it!

Our client feedback and complaints statement has the full details about timelines and what you can expect. You might also find our guide for how to get the support you need from your plan manager helpful – or, you can contact us directly at any time to find out more.

Empowering NDIS Participants across Australia

NDSP is committed to providing the best possible plan management services for NDIS participants, and our national network means we can do that no matter where you live. We take your plan’s financial management off your plate so you can focus on what you really love doing.

As one of Australia’s most trusted plan management providers, we’re always working to make our processes better, faster, more transparent, and easier to understand. If there’s something you think we could be doing better – or something you think we’re doing really well! – why not contact us today and let our friendly team know. We’d love to hear from you.