How to Get the Support You Need From Your Plan Manager

Key information: 

• When you reach out to your plan manager, check the issue is something they can help with and not something you will need a support coordinator, LAC or NDIS Planner to resolve. 
• Try to provide as much detail as you can to avoid back-and-forth: Your information, what has happened, and what you need to happen. 
• You should be able to find contact details, call back times, and other important information on your provider’s website. If you don’t hear back within the estimated timeframe, check your spam email folder and follow up with a phone call if needed.  

The role of a plan manager is to handle the financial aspects of your NDIS plan, so you can make the most of your funds. They help you make sense of the entitlements in your plan (like what support categories you have funding in, and how much is available), which means you can make more informed decisions about the eligible supports and services you purchase. 

However, the scope of this role is often misunderstood or confused with separate support areas (like support coordination). With this in mind, it’s understandable that some participants may feel unsure about when or how to reach out to their plan management provider – and frustrated when they don’t get the help they expect. 

 

Common complaints with plan management support 

The issues some participants face with plan management are typically one or more of the following: 

• Not knowing who to contact, or how long responses will take 
• Being unsure about invoice progress or payment status
• Difficulty getting through on the phone 
• Feeling ignored or left in the dark after sending a query 
• Misunderstandings about what plan managers can and cannot do 

5 tips for a smoother plan management experience 

While your plan manager should be able to accommodate you and provide personalised service, here are five things you can implement to help the process run more smoothly from your end: 

1. Make sure your plan manager is the best person to contact 

Ask yourself: is this a relevant query for your plan manager? Is it about invoicing, funding categories, budget tracking…? Or is it something that you should be speaking to your support coordinator or the NDIA about – like requesting a plan review or support approvals? 

While you’ll get a response back either way (even if just to point you in the right direction), knowing you’re contacting the right person for the job can save you some back and forth. 

2. Having the right information ready 

When you’re contacting your plan manager, always include your NDIS number and any reference numbers (like an invoice reference number, or a reference for a past query you’re following up on). Having the relevant details at your fingertips can save time and help your plan manager to respond to your query faster. 

3. Be clear about what you’re asking 

Whether you’re questioning an invoice, requesting a budget update, or need help understanding part of your plan, clear questions will help us get you to the right answer quicker.

Provide the necessary detail to explain, but try to be as straightforward as possible with the actual question or request to point your plan management specialist in the right direction from the start.

4. Request a call back to avoid call waits 

If you’re time-poor, requesting a call back can help you avoid a bit of fluff when calling your plan manager. Some providers may have long wait times; and if they have a 1:1 plan management model where you only have one assigned point of contact, you might find it difficult to pin them down between other clients when calling.

NDSP’s contact form offers the option to request a call back (your preferred contact method). This means you can type out your issue, request or query, and the person who calls you back will have it all in front of them and ready to go. Additionally, our team-based structure means you’re never held up by one person’s schedule. 

Note: NDSP prides itself on our excellent response time – if you call us on 1800 63 63 77 during our business hours (Monday to Friday, 8.30AM to 5.30PM ACT) we have an average response time of 75 seconds. We know you’ve got better things to do than wait on the phone all day! 

5. Use the right contact channel for your needs 

Some people like the instant result and in-person contact of a phone call, and some people would prefer to keep everything digital without direct contact. 

NDSP works to provide personalised support for both phone and email queries, so that your best contact method is simply down to your preference – either way, our specialists keep a meticulous record of what’s discussed or actioned for later reference.

What to expect after you reach out 

If you’re with another plan manager, you should be able to find information on response times and invoice processing – try their website. Here’s what you can expect from NDSP when you contact us:

NDSP’s query response times 

If you contact us via email, NDSP aims to respond in the same manner within 3 business days (our team often responds quicker than this). 

If you request a call back via our contact form, we will call you back within 48 hours. 

NDSP’s invoice processing times 

Thanks to our streamlined system, we can process your invoices and ensure providers are paid out within 3-5 days. This allows for our own internal checks (to catch any issues before an invoice is submitted to the NDIA), time for NDIA to approve and release payment, and the time for the payment to land in your provider’s bank account. 

If something is amiss with your invoice, we’ll work with you to get this resolved as soon as possible. 

Related: Why NDSP Won’t Process Some Invoices and How We Guide You Towards Approval 

What to do if you haven’t heard back from your NDIS plan manager 

It’s important to allow your plan manager reasonable time to respond to your query – this helps avoid duplicate requests, which can confuse and slow processes.  

But if it’s been longer than you expected (and longer than your plan manager has specified their standard response time is), here are some next steps: 

1. Check your spam or junk folder for missed messages 

If you haven’t had a response come through from this particular contact before – even if you’ve had an email from someone else in the same organisation – it’s common for this to be classified as spam or from an unsafe sender.  

Checking your junk folder for a reply should be your first port of call – it’s easy to miss an email if it never actually reached your inbox! 

Related: 5 Cybersecurity Tips for NDIS Participants to Stay Safe Online 

2. Follow up via phone 

If you want to go straight to the source, or if you’re not having luck with emailing, try calling. This gives you an opportunity to get either a direct answer or more concrete assurance for when your issue will be resolved.  

Remember to keep all relevant details on hand (including the original request) so you don’t have to explain yourself over again. Having a reference can also help your plan management specialist prioritise your request. 

Know what your plan manager can (and can’t) do for you 

Part of being satisfied with your plan manager’s service is having realistic expectations about what a plan manager can and can’t do. 

What a plan manager can do: 

A plan manager handles invoice processing, budget tracking, ensures providers get paid on time, and helps you stay across the financial details of your NDIS plan. They handle the financial admin, including record keeping, so you can spend your time and energy on more important things. 

They’re your NDIS experts – if you’re not sure what’s covered in your NDIS plan, your plan manager can help you understand what is covered and where everything sits. 

They also ensure that you stay in line with your NDIS plan – that the invoices coming through are aligned with your available funds and the types of support detailed in your plan. This is vital to ensure you’re not overspending, underspending, or spending in a way that the NDIA may consider a misuse of funds. 

What plan managers cannot do: 

Plan managers, while playing a valuable role in making your NDIS journey easier, have a specific scope that is limited to managing the financial aspects of your plan. Your plan manager can’t approve new supports, or change your plan details – only the NDIA can do this as part of your NDIS planning. 

Plan managers also can’t act in the same capacity as support coordinators or local area coordinators (LACs). If you need support to connect with service providers, set up supports, and regular checks to see if any adjustments are needed – that is not something your plan manager can do. 

Related:  

• NDIS Plan Manager vs Support Coordinator Explained 
• How We Ensure NDIS Compliance Without Gatekeeping Your Funds 

How NDSP Plan Managers supports your NDIS journey 

NDSP is committed to providing clear, timely communication as part of our comprehensive plan management services. We empower NDIS participants living across Australia with easy access to our national network. Our friendly team is here to help! 

With our quick response times, expert NDIS knowledge, and user-friendly online tools like the Nappa portal and our participant toolbox, NDSP has the right tools to help you make the most of your NDIS plan.  

We’re always working to make the process smoother, faster, and more transparent – so you can focus your time and energy on what matters most. If plan management with NDSP sounds like the right fit for you, why not get in touch today – our team would love to hear from you.