How My Plan Manager protects your personal information over the phone

There’s been more talk lately about scams and unexpected calls, which can make you feel a little uncertain when you pick up the phone. But you don’t need to feel worried, just informed, because knowing what to expect when you’re on the line can make things clearer, and a whole lot more comfortable.

At My Plan Manager, we’re here to make things easier when you need help, and part of that is having someone at the other end of a phone when you need budget advice or claims support – and that someone isn’t just anyone.

When you’re on the phone with us, you can expect to speak with a National Disability Insurance Scheme (NDIS) expert who’s also been trained to protect your personal information. Here’s what happens when we talk.

What we ask for

We’ll always verify who we’re speaking with, which means we check things like your full name, contact information, and where appropriate, that you’re authorised to speak on behalf of someone else. You’ll be asked these sorts of questions every time you’re on the phone with us, even if we’ve spoken with you before, because that’s part of keeping your information every time we interact.

Why we verify

The verification process is important to confirm we’re speaking with the right person about the right things. It also helps us to protect you from unauthorised access to your account and/or potential fraud.

Verification helps us meet our legal and regulatory obligations as a registered NDIS provider too. These obligations are set out in laws and standards that are designed to protect all Australians. They include the Privacy Act 1988 (Cth), guidance from the Office of the Australian Information Commissioner, and the NDIS Practice Standards, which require registered providers to always safeguard participant information.

What we’ll never ask for

To safeguard your personal information, it’s important you know red flags – the things we won’t ever request.

When you’re on the phone with us, we’ll never ask you to share bank PINs or credit/debit card security details, send money to ‘fix’ a problem with an account, download software, or click unexpected links.

If something doesn’t feel right

Trust your instincts – if a call, email or message claiming to be from us doesn’t feel right, don’t share personal information, click links, or download anything. Instead, end the interaction and contact us directly using the contact details on the My Plan Manager website.

How we protect your information

Verifying who you are when we speak with you on the phone is just one way we protect your information. Here are some others:

Our team members take part in regular training on privacy, confidentiality, and scam awareness, so they understand their responsibilities and know how to keep information safe.
Calls with us may be recorded for quality assurance purposes. That helps us make sure our service is delivered safely, accurately, and respectfully for everyone involved.
We use multi-factor authentication to make sure it’s you accessing your account, and we maintain secure computer systems to store and manage information and take steps to keep those systems safe in accordance with ISO 27001 – a globally recognised security standard.

These safeguards support our compliance with Australian Privacy Principle 11, which requires organisations to protect personal information from misuse, loss, and unauthorised access. They also align with the NDIS Practice Standards, which require registered providers to manage participant information safely and respectfully.

Read this article to find out more about how we help to safeguard you and your information.