In early 2024, the National Disability Insurance Agency (NDIA) announced it would take extra time to check some claims submitted by participants and providers before they’d be paid – resulting in payment delays.
The payment delays are here to stay, but there are things you can do to help your claims get through the queue.
It’s true – as a National Disability Insurance Scheme (NDIS) plan manager, My Plan Manager plays a part in processing the claims of our clients and their providers, but the Agency plays a part too.
Here’s a quick summary of how it works:
Some claims are scrutinised by the NDIA’s pre-payments team. When this happens, the Agency may contact us to say a claim isn’t compliant, or it needs to be amended, or more information is required.
If a claim isn’t compliant, the NDIA will reject it. This will be communicated to us, and we’ll let you know.
If the NDIA requests more information about a claim, we’ll let you know that too. If the information it needs isn’t provided, the NDIA will keep the claim on hold – but once the right information is submitted and the claim is validated, it’ll be added to the Agency’s next payment run. The NDIA will notify us when to expect the funds, and we’ll be sure to let you know.
The simplest way to get your claim through the queue quickly (and money into your account faster) is to make sure the invoices you submit are structured correctly. They need to have:
If you’re a client submitting an invoice on a provider’s behalf, or a request for reimbursement, we recommend doing that through our purpose-built client portal.
And if you’re a provider, we suggest you use our provider portal – it makes creating, uploading and submitting invoices a breeze. Plus, you can track payment status in real time.
If the NDIA has indicated its decision to cancel a claim, or part of a claim, that’s not reviewable – meaning you can’t seek to change it.
If you want to provide the Agency with feedback about its decision or any other information relevant to a claim, you can do that here.
If the NDIA is holding a claim for a significant period of time, like weeks or months (even once information its requested is provided), you can contact the Agency directly through an enquiry or complaint. However, be sure to speak with us first – we may be able to assist you.
If you have a roadblock with getting paid, we’re here to guide you. You can email us at [email protected] or call us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.
30 September 2024
Is your child about to turn 18? This milestone birthday brings lots of changes, especially for National Disability Insurance Scheme (NDIS) participants.
Legally able to vote, register as an organ donor, and – if you choose – have a cheeky drink in a pub or club, turning 18 is a milestone birthday and one to remember.
And if you’re the parent of a teenager about to legally become an adult in the eyes of the law, well, congratulations! What a journey!
However, the road to adulthood and independence may have a few more twists and turns on it when you have a child with disability, especially if they’re an NDIS participant. And there are some steps you’ll need to take well before your child celebrates their coming of age, to ensure they can continue to receive the best support possible – from the NDIS and from you.
The timing can be important and it’s best to be prepared.
In most cases, one or both parents are child representatives for NDIS participants aged under 18. However, your role as a child representative automatically ends when your child turns 18.
The National Disability Insurance Agency says it will contact you and your child about three months before their 18th birthday to talk about support and how to plan for this big change. If your child chooses, they can nominate you to be one or both of the below:
If your child doesn’t want you to be a nominee, but they find it very difficult to make their own decisions or they’re unable to do so – even with support – the NDIA may appoint a nominee on their behalf.
Find out more about NDIS nominees here.
The lead up to a milestone birthday is the perfect time for your child to take a look at their NDIS goals, have a chat to you (or other support people in their world), and decide what changes, if any, need to be made.
Turning 18 isn’t a magical overnight transformation into adulthood for anyone, but it can signify the end of school, so it’s worth starting the discussion about what your child might want to pursue after school’s out forever.
Work, further education, vocational training, volunteering, travelling, moving out of the family home… the opportunities that await them are endless. That’s why it’s important to help your child make sure their NDIS plan includes everything it needs to in order to reflect the goals of a brand new adult.
Here’s some great advice about setting NDIS goals.
Speaking of work, is your child thinking about taking the next steps in their career?
The DREAM Employment Network, run by Children and Young People with Disability Australia, offers free online workshops to help get job-ready, build confidence, and expand horizons. It also offers online networking with potential employers.
As your child enters adulthood, they can be assisted to make their own decisions with supported decision making. This process brings trusted adults and supporters together alongside the person with disability so they can be empowered to make choices about their own life, big and small.
Supported decision making isn’t just a ‘nice thing to do’, it’s integral to Australia’s obligations under the United Nations Convention on the Rights of Persons with Disabilities.
You can find out more about supported decision making in our article here, and access free online resources from Inclusion Australia here.
When your child turns 18, there’s lots of administration work to get done. It’s not always fun, but it’s definitely necessary. We’ve listed below some of the key things to consider and start actioning before the big day.
You might like to start by helping them to look at some of the most popular free email providers in Australia – including Gmail, Outlook (formerly Hotmail) and Yahoo.
Does your child have their own email account? They’ll need an email address to set up some other accounts, including myGov, so it’s definitely worth investigating.
Your child will need their own myGov account before they turn 18, and they’ll need an email account (see above) to set this up.
Here’s how to go about setting up a myGov account.
Having their own myGov account will help if they want to apply for a Medicare card (which can be done from the age of 15). Find out more about how to do that here. If you both agree you need to act on your child’s behalf when it comes to Medicare, you’ll need to fill out this form.
Again, if you both agree it’s needed, your child can add you as a nominee to their Centrelink account as well. Find out more here.
If your child doesn’t have a learner’s permit (a precursor to their driver’s licence) or passport, it’s a good idea that they apply for a Proof of Age card to use as identification. Search online for ‘proof of age card Australia’ to find the relevant information for your state or territory.
While they’re at it, your child might like to consider applying for a Companion Card, if they don’t yet have one (there’s no minimum or maximum age). A Companion Card ensures people with disability who require support can attend sporting and entertainment venues and activities without having to pay for a second ticket for their carer or support worker.
In Australia, anyone aged 18 and older must enrol to vote and vote in state and federal elections. People aged 16 and 17 can enrol so they’re ready to vote as soon as they turn 18.
To enrol, your child will need to provide a driver’s licence, passport, Medicare card or Australian citizenship number, or have someone who’s already enrolled to vote confirm their identity. Proof of Age cards aren’t accepted when enrolling to vote.
Find out more about enrolling to vote here.
Information about accessible voting, including Easy Read guides and details about postal voting, can be found here.
Now, is it time to get this party started? Let’s light the 18 candles and celebrate!
30 September 2024
Support coordinators play a vital role in the National Disability Insurance Scheme (NDIS), supporting participants to implement their plans and exercise choice and control over the supports and services they use.
They can have a transformative effect on people’s lives, connecting participants with the right supports, untangling complex circumstances, and assisting their clients to gain much-needed funding – spinning magic to get that done through lateral thinking and by leveraging relationships inside and outside of the NDIS.
But the NDIS can be complex to work through and some participants don’t have the knowledge or experience to utilise this funded support to its full potential.
To help you understand what support coordinators do and how they can work with you, we turned to four trusted and experienced support coordinators. These experts helped us uncover the answers you need:
Tayla Whelan – Intake Coordinator and Specialist Support Coordinator at Including You
Mandy McPherson – Managing Director/Specialist Support Coordinator at AAA Supports
Kelly Butler – Senior Manager of Support Coordination at Focal Community Services
Selwyn Child – Support Coordinator at Around the Well
Here’s what they told us.
One notable career highlight from a specialist support coordinator showcases the powerful impact of a participant-centred relationship.
By building trust and ensuring the participant's voice was always at the forefront, this coordinator was able to navigate complex systems and deliver life changing outcomes.
Their nomination for the Australian Disability Services Award, driven by participants themselves, reflects the profound difference that can be made when support is guided by human rights, dignity, and individualised care. This recognition highlights the coordinator's commitment to empowering participants and advocating for their needs with unwavering dedication.
One of my clients recently succeeded in gaining support to attend the Myriad Art Exhibition and had a piece of their artwork displayed.
Another client gained assistance and support to put her quilting piece in the Royal Adelaide Show and came home with three awards!
I’m very, very proud of what they have achieved and together with good, valuable and positive supports, they were able to achieve a personal goal of theirs.
I’ve been a support coordinator for five years and have had many highlights. One was supporting a client to move from an aged care facility in Victoria to a Supported Independent Living (SIL) home on the Gold Coast in Queensland so she could be closer to her sister and meet her niece for the very first time.
We were met with multiple challenges, including the aged care facility going into lockdown from a COVID outbreak days before the flight to Queensland was meant to happen. But with help from an amazing staff member from Flight Centre, we were able to book flights that could be used flexibly, so when the lockdown was over, my participant’s family could fly down to meet her and fly back with her.
Without the support of the Public Trustee, the SIL provider, the NDIA planners, and the family, this would not have been a smooth transition for my participant and could have taken a lot longer to implement.
Seeing the photos of my participant meeting her niece for the first time was priceless. It is moments like this that make the stressful role of a support coordinator well worth it.
Support coordination has profoundly shaped my professional and personal growth, deepening my understanding of human-centered and human rights approaches, respect, and breaking down stigma barriers.
I’m passionate about educating peers on the positive impacts of the NDIS, various models of disability, and what an ordinary life should look like for everyone, all while striving to achieve the best outcomes.
A personal milestone came in 2023 when I was honoured to be voted by my peers as a finalist for Australia's Most Outstanding Support Coordinator (One Community), making it to the final four. This recognition was a testament to the dedication and passion I bring to my role, and it reinforced my commitment to making a meaningful difference in the lives of those I support.
How amazing are support coordinators! We hope what they’ve shared with you helps you to find, choose and work with a support coordinator who’s right for you. They truly are a valuable NDIS resource.
30 September 2024
Fees. Annoying? Yes. Essential? Sometimes!
In the National Disability Insurance Scheme (NDIS), fees are extra charges providers can pass on to participants when providing supports and services.
While very few people will enjoy chunks of their funding being eaten by fees, they're often essential for providers to charge so they can maintain business operations and service the disability community.
Amongst all those numbers and codes on your invoices, how can you tell which fees are legitimate and which aren't?
As a starting point, check this list of the top five ‘extra’ fees that can be charged by operators in the Scheme.
An establishment fee is a once-off cost providers can charge you if they’re going to deliver more than 20 hours of personal care or community participation support to you each month – and if they’re going to support you for three or more consecutive months.
They can only claim the fee once, so keep that in mind.
Providers can charge you for the things they do when you’re not around – things that make sure you can participate in group or centre-based supports.
Examples of the ‘non-face-to-face’ tasks that can attract a fee in the NDIS include:
NDIS providers are responsible for the costs associated with their own administration (e.g. invoicing), and for training, upskilling and supervising their staff. That means you can’t be invoiced for these activities.
A capital centre fee helps providers meet the costs of running and maintaining their physical premises.
The fee can be charged at a per participant/per hour rate if high intensity daily personal activities, specialised supported employment, or group and centre-based activities are funded through your Assistance with Social, Economic and Community Participation budget – and if those supports are delivered to you at the provider’s premises.
If supports are delivered onsite as well as in the community – but the premises are always available during the period of support delivery – providers can still claim the full centre capital fee from your funding.
Your NDIS budget can be charged for the cost of travel when a provider spends time accompanying you out in the community, travels to you, or has to pay travel costs such as parking fees or tolls.
The National Disability Insurance Agency (NDIA) doesn’t determine how much providers can charge for travel – and that means that if your provider makes you aware of their fees and you consent to them, they can charge you any amount (once agreed).
The NDIS Pricing Arrangements and Price Limits separates the labour and non-labour costs associated with provider travel – with labour costs covering the time spent travelling to/with a participant, and non-labour costs addressing expenses like road tolls, parking fees, and the costs of running a vehicle.
If a provider travels to you (e.g. for at-home therapy) and charges the maximum hourly rate allowed, adding travel to the price of your session means costs can quickly add up. That’s why it’s good to consider local providers try negotiating a reduction or elimination of travel charges.
Always request a quote before committing to services and be sure to ask about travel costs.
Cancellation fees are common in the NDIS, and there are specific rules about what participants can and can’t be charged. Before you engage a provider, check their terms and conditions for information about how they handle cancellations.
Providers of disability support worker-related supports can charge 100 per cent of the service fee for cancellations if they’re not made at least seven clear days prior to the scheduled start time of the agreed support.
For supports that are not disability support worker-related (like therapy), participants need to provide two clear business days’ notice of a cancellation.
Importantly, providers can only apply a cancellation fee if they can’t fill your appointment with another client, or if they can’t divert their staff member to another job. You also can’t be invoiced for costs that weren’t incurred, like travel costs.
Good communication between you and your provider is key.
Check out our participant’s guide to cancellations for more information.
Fees are intended to recover financial costs to a provider, and they need to meet the requirements of the NDIA.
If you’re ever unsure of what a charge is for, always check with your provider in the first instance – and if you believe you’ve been incorrectly charged, just let them know.
Below are some activities and costs the NDIA says providers can’t charge you for:
You also can’t be charged an exit fee when you leave a provider’s service – but if you end a service agreement early, you may be charged a cancellation fee (depending on the terms set out in the agreement).
For more information about NDIS fees and charges, give us a call on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.
3 September 2024
The presents are wrapped, the cake’s been baked, and there are candles at the ready. Turning 18 is a milestone in everyone’s life – a day that marks the end of childhood and opens the door to the adult years.
But for some, turning 18 brings with it an added layer of complexity, and that means they need a little extra support.
That’s why the National Disability Insurance Agency (NDIA) created the role of a nominee.
If you’re a participant in the National Disability Insurance Scheme (NDIS), and you’re aged 18 or older, you’re in control of your life and you can choose how (and if) you want to engage with the Agency.
From applying to join or remaining in the Scheme, through to the information you provide to the NDIA and the supports you use, those decisions are yours to make.
But if you find it difficult to make decisions – even with support – that’s where nominees come into play.
A nominee is a representative appointed to make decisions or do things on behalf of an NDIS participant. They can be appointed at the request of the participant themselves, or in very rare circumstances, the NDIA can appoint them too.
For under-18s there are child representatives (usually a parent or guardian).
There are two types of nominees in the NDIS – plan nominees and correspondence nominees – and participants can have one or both.
They can also have more than one person acting on their behalf to do different things or to make decisions in different areas.
A plan nominee can act and make decisions on your behalf if it’s not possible for you to do something, or if there’s something you can do, but would prefer not to.
For example, a plan nominee can make decisions about preparing and changing your NDIS plan and managing your funding.
Your plan nominee must listen to your wishes and take actions that support your personal and social wellbeing.
A correspondence nominee can make decisions for you about your business with the NDIA, but they can’t prepare or change your plan, or manage your funding like a plan nominee can.
For example, a correspondence nominee can receive letters and notices from the Agency about you or for you, and they can also communicate with the NDIA on your behalf.
Nominees can be people who you trust, like family or friends. Have someone in mind? Ask yourself if that person:
If you’d like a nominee to support you with the NDIS, there are two ways to nominate or ask for one (or as many as you’d like). You can:
Make sure you have your proposed nominee’s name and contact details handy to share. If you’d like to appoint an organisation or company as your nominee, it’ll need to provide the name of the person who’ll be acting on your behalf.
Situations change, so if you’d like to remove or add a nominee, you can contact the NDIA and let their staff know.
Do you have a question about nominees that we haven’t answered here, or would you like to do some more research? Find out more about having someone represent you by visiting the NDIS website.
You’re in the National Disability Insurance Scheme (NDIS). You have your funding and you’re ready to spend it, with a burning desire to hit your goals. You’ve locked in a plan manager (us!) and you’re ready to focus on what truly matters – you!
What's next?
At this point, you’re ready to choose your providers and (ideally) start locking in service agreements that will kick start your spending in the Scheme. A signed service agreement should lay out the supports you’ve engaged a provider to deliver, and the terms of your agreement – including the price, delivery dates and conditions.
This is where My Plan Manager’s client portal (web and app) comes into the picture.
Our client portal is a powerful tool that puts you in the driver’s seat of your NDIS journey, by letting you track your plan budget in real time and helping you to see what you’ve spent, right down to the last cent.
It’s like using a banking app that lets you see every transaction and all your available funds – except it’s been custom built for NDIS participants and their budgets. This means you’re never spending in the dark, there’s transparency of every facet of your funding, and you have control and the ability to increase spending or pull it back to make the best use of your NDIS dollars.
We’ve made our client portal as simple and powerful as we can, so you can breeze through the platform and make the most of your funding. And, if you’d like to use it on the go, you can access it via our mobile app too!
Here’s a look at what our client portal can do (with a virtual walk through at the end!).
Our client portal lets you track your NDIS budget in real time to see where your spending is up to. You can view support categories, support areas and monthly reports. You can generate your own reports to track spending too.
You can also see how much funding’s been allocated to different providers, based on what you’ve agreed upon in your service agreements. Allocating funding in this way (by talking to us) means that funding’s set aside – or locked away – for the supports you’ve agreed to, giving you assurance your providers can be paid quickly and simply, when the time comes. Of course, you can unlock funding whenever you want to – just get in touch with us and we’ll assist you.
You can submit claims for reimbursement through our client portal. Alternatively, you can email claims to [email protected].
If you’ve made a purchase out of pocket using a ‘buy now, pay later‘ option like Afterpay and you’re seeking reimbursement, the National Disability Insurance Agency (NDIA) has specific requirements, which we explain here.
Having visibility of past and current claims and the ability to look over invoices provides a complete record of where you’ve spent your funding and what supports you’ve received. These are securely stored and available for you to see at the click of a button.
With My Plan Manager, you can choose to approve every invoice – or invoices from specific providers – before we process them, offering you an extra layer of control over your funding. If you choose to do this, you can approve them inside our client portal – we’ll notify you once they’re ready to review.
If you’d like your support coordinator or another person in your life to access your information in our client portal, we can easily arrange this with your consent. You and they will need to complete this Client consent to obtain and release information form or alternatively, you can contact us to arrange it.
Our client portal has the latest security features, so your privacy and information are safe and protected. Best of all, there’s no password required! Multifactor identification means you can log in via SMS or email.
If you’re ready to take the next step, we recommend taking our virtual client portal tour to familiarise yourself with the different areas and features of the platform.
If your NDIS plan hasn’t yet transitioned to the NDIA’s new PACE computer system, select the first option below. Otherwise, if you know you have a PACE plan, click option 2.
Once you’re ready to access the My Plan Manager client portal, click this link and log in via SMS or email.
To download and start using our mobile app, click here.
Registration for our client portal is automatic when you join My Plan Manager, which means there’s no need to sign up, but if you need some help, just get in touch.
Read up to this point? You’re clearly serious about taking control of your NDIS funding! Here are a few tips to help ensure a seamless experience with our client portal (web and app).
To address any issues with the client portal, just refresh your browser (that usually works!). You can also try logging out and logging back in, or even clearing your cache.
If you experience any issues with accessing the mobile app, the steps below should help:
If you have any questions about our client portal, our friendly team is here to assist. You can call us on 1800 861 272 from 8am–6pm (SA time), Monday to Friday or email us at [email protected].
Becoming a National Disability Insurance Scheme (NDIS) participant can be life changing. It means you’ll finally have access to funding to pay for supports to live life the way you want to.
It’ll come as no surprise then that, following acceptance into the Scheme, you may feel a flurry of relief, excitement and anticipation – at least, that’s what we hear from many of our clients!
And those positive feelings don’t need to give way to confusion or worry about what to do next, because we’ve gathered the information you need to know from the beginning of your NDIS journey, so you can get the most out of your NDIS plan.
Yes, the Scheme is complex, and yes, there’s lots to learn. But we’re here to help! Together, we can set you up for success.
Here’s what you need to know.
Firstly, as an NDIS participant, you have rights – and you should know about them.
All providers and workers are bound by the NDIS Code of Conduct, and they must respect and uphold your right to safe and quality supports and services. You can access the Easy Read version of the NDIS Code of Conduct here.
As for the National Disability Insurance Agency (NDIA), it has a Participant Service Charter that explains what you can expect from it. For example, it includes a Participant Service Guarantee, which sets out the timeframes the Agency must adhere to when making decisions about things like Scheme access, plan reassessments, reviews, and nominee changes. We’ve written more about that here.
You’ve got your plan, and you’ve got your funding… but how exactly do you spend it? The answer to that will be as unique as you are, and a plan manager (like My Plan Manager) can help.
Together – through a budget conversation – we can look at the length of your plan, the categories and budgets included in it, the funding you’ve got, the supports you need, and how often you want to access them. From there, we can set money aside to cover your costs, and create a visual picture of how much you can spend in different areas across the lifespan of your plan.
If you have a support coordinator, they can join the conversation too, or you might like to involve a plan nominee, family member or friend. The more people in your support network, the better!
In the meantime, here’s a quick guide to NDIS funding.
Put away the pen and paper, and close that Excel spreadsheet, because we’ve got the tech to help you keep track of your plan spending with ease.
A digital platform that displays a clear, convenient, real-time picture of your NDIS budget and gives you more control over your plan funding and spending, our secure client portal can be accessed via your computer or on your mobile phone through an app.
It’s available to all My Plan Manager clients, and you can grant access to others (like your support coordinator and family members) if you want to.
Through the client portal (web and app) you can:
You can also contact us directly through the mobile app by pressing ‘click to call’ or by requesting a call back.
A service agreement is an agreement between you and your provider that makes it clear what you have both agreed to. Usually, a service agreement will cover:
When you supply service agreements to us, we can set aside the service fees outlined in the agreement so you’ll always have enough money to cover your supports.
If you catch public transport, you’ll know there are ‘on-peak’ and ‘off-peak’ times that dictate the price of your fare. That’s similar to provider rates in the NDIS.
Rates can vary across weekdays, weekends and public holidays – as well as between mornings, afternoons and evenings. So, it usually costs less to access supports on a weekday morning than it does on a Saturday, Sunday or public holiday evening.
Maximum provider rates are set out in the NDIS Pricing Arrangements and Price Limits, which you can find here.
Inflated pricing in the NDIS is sometimes called ‘price differentiation’ or a ‘twin pricing regime’. It occurs when a provider charges a participant more for a product or service than they’d charge a person who’s not in the Scheme.
To make it fairer for participants, the NDIS Quality and Safeguards Commission is making providers more accountable by homing in on price differentiation and releasing a number of new pricing rules – meaning when you’re charged a higher rate because you’re a participant in the NDIS, you can contact the NDIS Quality and Safeguards Commission at [email protected] to let them know.
The two most common unexpected fees that catch participants out are transport costs and cancellation fees – but now you know about them, you may be able to avoid them.
Providers can charge your NDIS budget for the cost of travel when they spend time accompanying you out in the community, or when they travel to you or incur expenses, such as parking fees and tolls. You can reduce travel costs by accessing local providers, and by arranging less frequent appoints that run longer.
Cancellation fees can be trickier to avoid, but here’s our ultimate guide to them. The guide includes this tip – that cancellation fees only apply if your provider can’t fill your appointment with another client or divert their staff member to another job.
Unfortunately, filling out paperwork doesn’t stop with your Access Request.
There are several key documents that you or your providers may be asked to deliver at one stage or another of your NDIS journey to ensure you keep receiving the funding you need.
For example, if your support needs change, your occupational therapist may be asked to supply a functional capacity assessment, a provider report or a letter of recommendation. And you may have the opportunity to supply a lived experience statement or a carer impact statement – learn how to write those here.
The NDIA will schedule a check in with you every year to explore how you’re going with your plan. A check in can take place face-to-face, by phone or online – and you’re welcome to include a family member, support coordinator or someone else who supports you.
During your conversation, an NDIA representative may ask you how you’re going with your goals, how you’re using funded supports in your plan, and if you have any questions.
If you’d like support with understanding and managing your NDIS funding, we’re here to help. You can email us at [email protected] or call us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.
Do you want to do something that’s almost guaranteed to improve your mental health?
You don’t need any money right now and you can start immediately… pretty much as soon as you read the next sentence.
It’s planning a holiday!
It doesn’t have to be a big holiday – though, if someone wanted to invite us on an international trip, like the Grand Tours of Europe of old, we’d find it hard to say no – it could literally be a staycation in in an undiscovered area of your home town.
But here’s the magic – it’s the anticipation of planning a trip that gives us such a boost.
Whether it’s thinking about what you’ll do, who’ll you go with, or what you’re going to eat (ahem, surely that’s not just us!)… planning the trip and looking forward to it is one HUGE part of the joy of travel.
So, let’s get those endorphins sparking now as we set off with our ultimate guide to planning your next holiday. And we’re talking everything… the journey AND the destination. So buckle up!
This is great to ensure you catch the travel bug – check out what other travellers are recommending!
We love Have Wheelchair Will Travel, founded by former travel consultant Julie, whose son Braeden is a wheelchair user and non-verbal. Julie has a great focus on accessible accommodation, tips and tricks for long haul flights and how to plan your perfect trip (while also being prepared for the mishaps of travel).
Another excellent source of travel inspiration is Flynn Rigby, founder of Everybody deserves a holiday, which focuses on travelling when you have an invisible disability. Flynn, who’s non-verbal and on the autism spectrum, loves planning and taking holidays and sharing his experience of tourism with an invisible disability – but no mobility access needs.
If you’re looking for comprehensive accessible tips for the United States and beyond (like Egypt, India, the Caribbean, Europe and more), you’re going to love the award-winning Curb Free with Cory Lee. Cory, a wheelchair user, has travel tips, inspiring interviews and itineraries galore!
The saying goes, if you can’t afford travel insurance, then you can’t afford to travel. Also, some countries – like the United Arab Emirates and Singapore – won’t allow you to enter unless you have travel insurance.
When you’re overseas, the Australian Government won’t pay medical bills or other costs, including medical repatriation flights back to Australia, if things go wrong.
The Government’s Smart Traveller website has general information about travel insurance, while Compare Travel Insurance offers a disabilities guide.
You don’t have to declare your disability, but it’s probably a wise choice to be up front about it. This is because of the term ‘pre-existing condition’.
While you may not consider disability to be a condition, in the eyes of insurance it can be considered as such. Some disabilities would be automatically covered with no extra cost, some are conditions to declare that you can have insured for an extra fee, and some will be excluded from travel insurance. In short: it pays to ask.
For more information, read Smart Traveller’s travel insurance buying guide.
There’s no one size, fits all when it comes to insurance. Make sure you check with your travel agent or travel insurer about the items and services you need, like:
There are places around the world with some viruses which can be life threatening – for example, yellow fever, which is endemic in parts of Africa, South America and the Caribbean. Some countries won’t allow you to enter without evidence of a yellow fever vaccination, or you may have to be vaccinated on arrival.
That’s why it’s best to do your research and meet with your GP or a travel doctor about recommended vaccinations for you. Find out more here.
And, of course, while we take a holiday, our health doesn’t. Talk to your GP about your general health and anything you can do to maintain your health while travelling or prevent any negative changes to a chronic health condition.
Do you have different access needs? Organisations like Accessible Accommodation can connect you with holiday properties around Australia that meet your needs.
Push Adventures, a travel consultancy founded by wheelchair user Scott Crowley and his wife Clair, has partnered with Big Heart Travel Agency for a focus on accessible travel. You can find out more about that here.
And these are just two of many… just Google ‘accessible travel agent’ and you’ll find loads of choices.
No matter where you are in your travel planning journey, make sure you keep all your receipts to make any National Disability Insurance Scheme (NDIS) claims easier! Remember, if you’re plan managed you can claim from both registered and unregistered providers (and plan management doesn’t cost you anything!).
If you’re interested in becoming plan managed, you can talk to us to find out more. Just give us a call on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.
Are you staying local to your town, city, state or territory? Is the open road calling your name? Then a road trip is perfect!
And have you considered camping or staying in a cabin in one of Australia’s National Parks? Don’t be fooled – there are loads of accessible options in our great outdoors.
If you’re travelling further afield or overseas, then of course a flight could be in the mix.
Or does the lure of the high seas appeal? Cruising is perfect for when you want to visit multiple destinations… but unpack only once! Or perhaps you’re planning to live it up on board the ship, with the journey itself being the true holiday appeal.
Things to consider:
If you’re a wheelchair user or you use mobility aids, you could be forgiven for thinking that National Parks aren’t for you. Well, they can be – if you want them to!
Check out the National Parks website for each state and territory to explore parks with wheelchair accessibility.
Some sites also offer information about wheelchair accessible accommodation, wheelchair accessible fishing spots, and accessible canoe launch sites. You can also research social media for information on park visits, find virtual reality park tours, discover the go-to spots for wheelchair accessible cave visits, or find out where to grab an all-terrain mobility wheelchair.
Below are some websites and pages to get you started:
Along with the anticipation, being as prepared as possible means you’ll be able to be more confident.
The Australian Government has information about security screening at airports for people with specific needs, including people who use mobility aids or prosthetics, people who are vision or hearing impaired, and people who need to travel with medical equipment or medication.
Not every disability is visible and, sometimes, it can be helpful if people know and understand you have a disability and might need more time, patience and support. This is especially true when you’re at the airport!
You might want to consider using a Hidden Disabilities Sunflower. Recognised at airports in Australia and around the world the Hidden Disabilities Sunflowers makes sure those in the know are aware that you might need some extra support.
Also, keep an eye out (or search before your trip) as some airports have special features. We love Adelaide Airport’s official Facility Dog, Elmo, a very good boy who’s there to provide support and receive pats from nervous travellers, and the world’s first Recombobulation Area in Milwaukee in the United States, where people can put themselves back together after passing through airport security.
Do you need assistance throughout a flight? That could be with mealtime management, taking medication, using the aircraft toilet, orientation, communicating with flight crew – the list goes on. If so, you can apply for a Qantas Carer Concession card through People with Disability Australia.
The card offers discounts on your ticket and discounts for your carer. There’s a fee to apply and it lasts for three years.
If you’re blind or vision impaired and you have a current Centrelink Pensioner Concession Card with blind entitlement, or a current travel pass for Person with Vision Impairment issued by a state or territory authority, then you don’t need to apply for a separate Qantas Carer Concession Card.
Virgin Australia also has a range of services to support people with disability, including a Disability Concession Fare. Find more information in their Guest Accessibility Plan or their website.
What if you need a support worker while on holiday?
While you’re travelling, you may need to bring along a support worker to provide you with assistance, and their invoices for direct support time might be able to be claimed from your NDIS budget.
If you need intermittent direct support during travel time, you should negotiate this with your provider (especially in the event of long haul travel, as this could add up to a very large invoice).
You may wish to explore hiring a local support worker who lives in your holiday destination, which may be more economical than paying for a one to travel with you.
You might be able to use your NDIS plan outside of Australia for up to six weeks, and the NDIA may extend this (find information here), but it’s best to speak with your plan manager, support coordinator or the NDIA before making any plans or incurring any expenses.
What about when you’re on the ground? Public transport is one of the cheapest, most interesting, and greenest ways to see a place – with the added bonus of feeling like a local!
This is a great guide to accessible public transport in Australia.
Your National Companion Card is an invaluable resource! Using it means you pay for your own entry or ticket, and your support worker or carer can attend with you for free.
Your state or territory-issued Companion Card is valid around Australia at venues and with tourism operators that recognise it.
You can find more information, including how to apply, here.
If you opt for a tour, a company that specialises in accessibility will lead you on the flattest, smoothest, shortest tour routes.
Before you take a tour or hire a guide, ask these questions:
Anyone travelling needs to take as much care with their medications as they do with their money and passports. Don’t pack them in checked luggage, and don’t leave them lying in the open in your hotel room. And always make sure you’ve got enough medicine to last you an extra day or two, just in case your travel home is delayed.
It’s recommended that you keep a list with the names of any essential medicines you take, and their dosages, so you can try to replace them if needed. If you take a brand name medication, write down the generic name too. Even better: try to find out the name of the medicine in the language of the destination you’re travelling to.
Keep your medications in their original packaging where possible and consider travelling with a hard copy, printed letter from your doctor or specialist (on their treating rooms’ letterhead) explaining what your medications are and what they are for.
If you’re going to be travelling solo, you should let others know your daily itinerary. Tell someone where you’re going and when you expect to be back, then stick to your schedule. Keep a mobile phone on you at all times and ensure you have roaming activated.
The Department of Foreign Affairs and Trade has a list of ‘Before You Go’ recommendations.
This doesn’t mean exhausting yourself during every moment of your holiday – even the trip of a lifetime will have some down days or times when things don’t go to plan. And sometimes, it’s the moments where things go wrong that turn into memorable, happy accidents where we do something we weren’t planning to do!
So, make the most of your time away, enjoy some rest days, see new things and… have a happy holiday!
Scammers are getting more sophisticated in their attempts to steal people’s private information and move their National Disability Insurance Scheme (NDIS) funding into their own pockets. This can be done using a variety of simple but increasingly common tactics, like a text message, email or phone call from a scammer masquerading as a disability provider.
You have to be careful to keep your funding secure, so we’re here to guide you on some of the most common scams reported.
Scammers use phishing to steal confidential information through fraudulent messages so they can commit a crime.
In phishing attacks, people typically receive a text message, email or phone call claiming to be from their bank, a company, or a person – and they’re usually asked to click a link to transfer funds or provide information, like a credit card number.
If you’re contacted in this way and asked to provide confidential information – like your NDIS participant number – it could be a scam. Be sure to report it to the National Disability Insurance Agency (NDIA) by calling the NDIS Fraud Reporting and Scams Helpline on 1800 650 717 or by emailing [email protected].
A compromised email attack is type of phishing attack that involves a scammer taking over the email account of a business and tricking a person into sending them money or providing confidential information. For example, a scammer may pretend to be a disability provider and send you an email to ask for your myGov password or your NDIS participant number.
When a scammer claims they’re someone they’re not to get hold of confidential information, money or funding, this is known as an impersonation scam.
Scammers are also known to set up fake email addresses that look legitimate but aren’t. Often, they include the name of a well-known company to help to convince a person to share private information.
Another type of cybercrime is email spoofing, which involves a scammer changing an email template to make it look the same as an email from a legitimate sender. They do this so they can get confidential information or money.
When a cybercriminal uses email spoofing to submit fake invoices to a plan manager, this is known as accounting fraud.
When a scammer – claiming to be from a legitimate company – contacts a person and convinces them to hand over control of their electronic devices remotely (by installing malicious software or enabling remote login), that’s known as a remote access scam.
Remote access scams can be initiated via a phone call, email, or text message, or even through pop-up ads that claim the user has a virus and include a phone number to call to fix it.
Remote access scammers gain access to personal information of the person they contact – information like their NDIS participant number, bank account details or credit card number. Often, they try to intimidate the person or use technical words to confuse them and create a sense of urgency.
For more information on scams, click the links below.
If you receive a text message, email or phone call that asks you to share your information, and it’s unexpected or doesn’t look quite right, be sure to stop and think before you do anything.
The NDIA explains how to report suspicious behaviour here. Alternatively, you may wish to contact the NDIS Quality and Safeguards Commission.
