Maximising Value from Your Plan Manager: 5 Questions You Should Ask

Plan management makes it easier for you to navigate the National Disability Insurance Scheme (NDIS) system, and get the most out of your funding. You retain an active role in managing your funds and choosing your service providers, while your plan manager makes sure that your plan is being implemented as intended – that funds are being allocated and used in line with the expected NDIS plan spend. 

With many options available for plan management providers, the right one for you is always going to be the one that you feel the most safe and comfortable working with; ideally, one that offers value beyond minimum requirements. 

 

 

1. What is your average invoice processing time? 

It’s good to know what timeline you’re working with for processing invoices to the National Disability Insurance Agency (NDIA), and therefore payments to providers. This keeps providers happy and helps you know what to expect. Your plan manager should have this information freely available. 

For example, NDSP’s process ensures most payments to providers are completed within 3-5 days of the invoice being submitted to NDSP. This timeframe accounts for: 

• NDSP internal checks – to ensure the invoice is NDIS-compliant before sending it on. Invoices are sent to the NDIS automatically, twice per day. 

• The NDIS review process – it can take 2-3 days on their end to release payment. 

• Payment landing in the provider’s account – this will take 1-2 days depending on their banking institution 

 

Are NDIS plan managers responsible for how long invoices take to process? 

Not entirely, but working with an efficient plan manager ensures there’s as little delay as possible on either side of the NDIA process. 

Once an invoice has been sent to the NDIS portal, we have no control over their process or how long it takes. However, NDSP will always pay out providers as soon as possible once the claim has been approved.  

The timing of submissions can also impact the timing for payment as the NDIA only operates on working days (Monday to Friday). Here is an indication of what you can typically expect, based on what day of the week the invoice has been sent to the NDIA: 

2. How will you keep me updated on my spending? 

All plan managers must make regular reports to clients – but how visible will your budgets and spending be outside of this report? Being able to access and monitor your own funding empowers you financially, and means you can make more informed choices about your providers and purchases based on: 

• How much funding is left in your plan (or in this particular funding period) 

• How much is left in each category 

• Whether you’re at risk of over or underspending 

 

Ideally, you want a provider who can guarantee 24/7 access to a live budget tracking dashboard. It also needs to be secure, user-friendly, and you need to be able to easily access it on your chosen device. This service should be in addition to regular financial reporting. 

NDSP’s solution: The Nappa Portal 

Our Nappa portal is built with NDIS participants in mind. It’s designed so you can see everything in one place, so you can: 

• Monitor allocated and remaining funds in your NDIS plan 

• View invoices 

• Securely view your information and details with passwordless login – cybersecurity is a massive issue for many online platforms, so we avoid the risk of password breaches by sending you (the client) a one-time code instead of using a saved password. 

 

You can access Nappa on any device – we recommend pinning it or adding a bookmark in your preferred browser, to make it easy. There’s also ways you can add a shortcut as an icon to your phone’s homescreen – see our in-depth guide on how Nappa empowers you to manage your NDIS plan effortlessly. 

3. What digital tools do you have to offer? 

In the same thread as a client portal, other digital tools are a great way for plan managers to offer more value to their clients. They can be very helpful! Take our free online participant toolbox for example – users can access resources including: 

• PACE rollout updates (and everything you need to know)

• Advice for choosing a plan manager 

• Forms and templates 

• Guides to key NDIS terms, roles, and video explainers 

• Links to download important info like NDIS Pricing Arrangements and Price Limits 

 

Similar to the Nappa portal, our participant toolbox is designed to have everything you need in one place. It’s updated regularly to ensure you have the latest information, recommendations and guidelines to help navigate the NDIS. 

4. What happens if something goes wrong? 

Knowing what will happen if something goes wrong – as in, what processes will occur and what avenues you can take as an NDIS participant client – gives you peace of mind and a clear idea for the future. 

When an invoice needs fixing 

Ideally this would be part of the invoice process outlined previously. For example, NDSP’s internal checks allow us to pick up: 

1. If the service or product does not align with your NDIS plan. 

2. If the cost of the service does not comply with the NDIS Pricing Arrangements (previously known as NDIS Price Guide). 

3. Any administrative errors, such as if the provider has supplied incorrect or incomplete details. 

 

We would then either request that errors are fixed, or advise you that your invoice is unlikely to be accepted by the NDIA on the grounds of non-compliance. We would also let you know, where possible, what would fix the issue and get the invoice up to scratch. 

If you need to make a complaint 

Your plan manager, as an NDIS registered provider, is required to have an effective complaints management system. This gives you a clear path to raise issues with them and, if needed, with the NDIS commission or other relevant bodies. Information on this process should be easy to find, and should outline: 

1. The ways you can make a complaint (such as by phone, email, through a contact form, in person, by letter, by social media). 

2. When you can expect an acknowledgement of the complaint, and information on how long the assessment of the complaint may take. 

3. What to do if you aren’t satisfied by the outcome of the process. 

 

Related: How to Get the Support You Need From Your Plan Manager

5. Can I speak with a real person if I need help? 

Sometimes you need answers fast – or maybe you just prefer chatting to a real person rather than sending an email to query something. Having access to a free-call number with a fast response time definitely adds value, or at least reassurance that you’re being heard and understood. 

People tend to think a personalised, 1:1 service is the only way to get access to someone you can call for answers. However, a team-based model can be even more reliable and effective – provided that when you call, the person on the other end of the line knows your history and can answer your questions. This is where asking your provider about their availability and accessibility comes in. 

NDSP’s team-based system provides personalised service on a national scale. Our support network is designed so you can get the assistance you need, regardless of where you live and who you spoke to last. If you want to talk to someone on the phone who understands both your history and the intricacies of the NDIS system, our friendly team is available from 8.30AM – 5.30PM ACT on 1800 63 63 77. We have an average call response time of 75 seconds or less during business hours – our team won’t leave you hanging. 

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

Finding the right plan manager for your needs 

Support isn’t a one-size-fits-all solution, but with some thoughtful questions you can determine if your plan manager offers the right support to fit your needs. 

NDSP values all of our clients and their NDIS journeys, and wants to make your journey as seamless as possible – by taking care of the financial aspects of your NDIS plan. This frees up your time, so you can do more of what makes you smile! 

If you’re looking for help with your NDIS plan, why not contact NDSP’s expert team today to find out more.