My Plan Manager: 10 things to know about us

Have you ever felt curious about the inner workings of My Plan Manager?

You know we support Australians to manage the funding in their National Disability Insurance Scheme (NDIS) plans.

You know we offer up-to-date knowledge, insightful advice, and personalised support.

And you know we take our values seriously – we’re kind, genuine, innovative and inclusive!

But here’s 10 things you may not know about us that’ll give you a better insight into who we are and what we do!

1. We were founded at a kitchen table

With a background in special education and disability policy, our founder – Claire Witter-Smith – developed the idea of My Plan Manager around her kitchen table, while working at the National Disability Insurance Agency (NDIA).

In 2014, she created value for Australians with disability by conceptualising plan management and bringing the service to life.

Her mission then stands as ours today, to create an inclusive Australia where everyone has the opportunity to reach their full potential.

2. We were the first plan manager in Australia

My Plan Manager was the first in the market to do what we do – support people with disability to get the most out of their NDIS plans.

Today, we’re the largest and most experienced provider in the country.

3. We inspect every invoice with a fine-toothed comb (no-less than 32 automated checks)

Every invoice My Plan Manager processes undergoes 32 automated checks to ensure it’s compliant with NDIA requirements, so we can deliver a speedy, accurate payment process for clients and providers.

During the past 12 months, with the support of our market-leading technology, we have:

• processed almost 12,000 invoices per working day
• stopped an average of 1000+ non-compliant invoices per month from being processed
• prevented payment of circa 67,000+ incorrect charges
• identified and reported to the NDIA suspected fraudulent activity and claims totalling $20 million
• blocked non-compliant claims of $92 million+ from participant funding

4. Embracing technology and innovation helps us to provide a 5-star experience

Since 2020, My Plan Manager has invested approximately $15 million in technology and innovation, so we can remain agile and responsive to client needs and the disability sector’s constant change.

5. When you call us, you won’t have to wait long to speak to a real person

The average wait time for client and provider calls to be answered by My Plan Manager is less than 90 seconds.

6. We’re privileged to be part of the lives of thousands of people…

My Plan Manager supports more than 35,000 NDIS participants across Australia.

7. …and thousands more

There are more than 50,000 providers in My Plan Manager’s national network.

8. Our client portal and mobile app displays budgets in real time

My Plan Manager launched the sector’s first client portal and mobile app – enabling clients to track their budgets in real time – and we have a portal for providers too.

9. We care about the communities our clients live in

My Plan Manager is steadily reducing carbon emissions through sustainable policies, purchasing practices, renewable energy, and carbon offsetting to support our environment and the communities in which we provide services.

10. We’ve got the best tricky-to-get credentials in the business

My Plan Manager is fully accredited against the ISO 9001, ISO 27001 and the NDIS Practice Standards (verification). We were the first NDIS plan manager to achieve all three certifications.