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The National Disability Insurance Scheme (NDIS) is complex, so no matter where you are on your NDIS journey, you’re bound to have questions that you need reliable answers to. We know this because – as NDIS plan management experts – we receive questions from our clients every day.

On this page we’ve shared our answers to some of the most frequently asked questions about the NDIS, in case they’re on your mind too.

To make them easier to unpack, we’ve sorted them by these common topics:

Of course, if you have a burning question (or two or three!) that’s not answered here, help is on hand. You can visit the FAQ section of our website or call us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday. You can also email our NDIS plan management experts at [email protected].

NDIS plan management

Does plan management cost me anything?

No, it doesn’t! Being plan managed means there’s no out of pocket cost to you. That’s because plan management fees are paid from a specific type of funding within your NDIS plan.

It’s a benefit of the NDIS that participants can be supported by a plan manager without having to use the funds set out for their other supports, so if you’d like to engage a plan manager you just need to ask the National Disability Insurance Agency (NDIA) to include funding for plan management in your plan.

Does My Plan Manager release funds directly to my providers and to me?

A lot of people think we hold cash and release funds directly to our clients and providers for items approved by the NDIS, but this isn’t true.

We follow a specific process to get invoices and reimbursements paid – a process that protects our clients, their providers, us and the Scheme. You can read more about that here.

Spending plan funding

What can I spend my NDIS funding on?

You must spend your funding on the supports set out in your NDIS plan. The NDIA usually describes supports flexibly, so you have more choice in how you use your funding.

For example, your plan may describe a support as ‘$5000 of therapy’. This means you can choose what type of therapy you buy with this funding. You could use $3000 for occupational therapy, and the remaining $2000 for physiotherapy, or you might spend the full amount on one support type.

Other funding in your plan may be fixed. For example, your plan may say you need to buy specific supports or use specific providers with your funding. If so, you must use your funding in the way it’s described in your plan.

Can NDIS funding pay for expenses like rent, medication, courses or a car?

The NDIS can’t fund day-to-day living costs that everyone has to pay – costs that aren’t caused by or resulting from disability support needs.

Vehicles aren’t typically disability-related supports because people need vehicles whether or not they have a disability, which is why the NDIS won’t fund cars (although it may fund modification of vehicles if that’s required).

Similarly, the NDIS won’t fund rent for the majority of participants. However, some NDIS participants may apply for Specialist Disability Accommodation (SDA) or Supported Independent Living (SIL) funding. An NDIA planner or Local Area Coordinator (LAC) will help you to establish whether you qualify for SDA or SIL or, in some cases, for both.

The NDIS won’t fund medicine which sits inside the Australian health system, but you may want to speak to your NDIA planner or LAC about approval of supports that are similar to those covered by the health system, but which are needed due to disability.

The NDIS will typically fund a requested support if it’s related to your disability needs and also meets the below funding criteria:

You can find out more about the NDIS reasonable and necessary criteria here.

Can NDIS funding be used in school?

The NDIS won’t fund school fees, textbooks or other curriculum-based items. However, it can fund extra support needed at school due to disability. These are supports that are not primarily related to your education and learning, and that are beyond what the school is responsible for. For more information, click here.

Do I have to tell a provider I’m paying with NDIS funding?

Not at all! You can negotiate and lock in a provider’s rates up front before telling them you’re an NDIS participant.

I’m having trouble finding service providers in my area. What can I do?

You can look further afield but be sure to consider provider travel fees. Providers can charge a participant’s NDIS budget for the cost of travel when they:

If a provider who comes to you – like a mobile physiotherapist – charges the maximum hourly rate under the NDIS Pricing Arrangements and Price Limits, adding travel to that cost can quickly add up. You can try negotiating a reduction (or elimination) of travel charges to counter this.

If you live in a community where it’s difficult to access good, local providers at a fair price, the NDIS recently introduced Coordinated Funding Proposals (CFPs) to help participants attract specialist providers to underserviced communities. You can find more information about CFPs here.

Can I buy items and claim them from my NDIS funding afterwards?

Yes, you can purchase items out of pocket and submit an invoice or receipt for reimbursement. If you’re not sure if the NDIS will fund an item or a support you want to purchase, here are five questions to ask that may help you to find out.

I’m running out of funding. What do I do?

Call us. Our team has a detailed knowledge of the NDIS Pricing Arrangements and Price Limits and can support you to use your funding flexibly when it’s running low.

You should also get in touch with your LAC or support coordinator as soon as you feel your funding is getting low.

How do I get things paid for?

Submitting an invoice or a reimbursement to My Plan Manager is easy.

Your providers can send their invoices directly to us (email or via our provider portal), you can email their invoices to us once you receive them, or you can submit an invoice or claim for reimbursement via our client portal and/or mobile app. You can download the app via the App Store or Google Play.

For those using email – to assist with prompt processing, please forward your invoices and receipts directly to our Accounts team via [email protected].

If you’re a My Plan Manager client, and you’re seeking reimbursement, please be sure to include ‘Reimbursement’ in the subject line of your email and make sure we have your up-to-date bank account details on file so we can pay you.

Providers wanting prompt payment should attach a compliant invoice as a PDF. Find out more about invoice payments here. Providers can also use our invoice template to assist with submitting a compliant invoice.

How do I maintain my assistive technology and what happens if it needs repairs?

Here’s everything you need to know about assistive technology repairs, directly from the NDIS.

Invoicing

How long do I need to keep invoices and receipts once I’ve submitted them for processing?

The requirements for keeping invoices and receipts vary depending on how you choose to manage your NDIS plan.

If you’re self managed, you need to keep records of invoices and receipts for five years to show you’ve paid for your supports and used your funding in line with your NDIS plan.

If you’re plan managed, your plan manager is responsible for keeping records on your behalf. As an added bonus, if you’re a My Plan Manager client and you use our client portal or mobile app, you can log in at any time and view any of your invoices.

If you’re Agency managed, the NDIA will store records on your behalf.

I think a provider has claimed from my NDIS plan when they weren’t supposed to. What can I do?

If you use the My Plan Manager client portal and/or mobile app, or you’ve opted to receive SMS notifications from us, you can see who’s claiming from your plan and how much, and you can contact us to query invoices if they don’t look quite right.

If you haven’t elected to receive SMS notifications, you can switch them on at any time by calling us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.

If you suspect someone is doing the wrong thing with your NDIS funding you can report suspicious behaviour by calling the NDIS Fraud Reporting and Scams Helpline on 1800 650 717 or by emailing [email protected].

Do I have to pay for my support worker’s meals?

No, you’re not responsible for covering the cost of your support worker’s meals – including when you dine out together. That’s because each person is responsible for their own food expenses, and the NDIS doesn’t cover your meals or theirs.

If a one-on-one visit with your support worker is going to extend through a regular meal time, you might like to speak with them in advance to let them know your dining preference. Doing this will give your support worker the opportunity to plan ahead by either packing a meal or bringing money to purchase one.

My support worker is going to support me to attend a concert. Do I need to pay for their ticket?

For events, the National Companion Card (if you have one) may cover the cost of a support worker’s ticket. The National Companion Card enables eligible people with disability who require support to participate at venues and activities without incurring the cost of a second ticket for their companion. Click here for more information.

Providers

What are the rules of provider travel?

Providers can charge a participant’s NDIS budget for the cost of travel when they:

When a provider charges the maximum hourly rate under the NDIS Pricing Arrangements and Price Limits, adding travel to that cost can quickly add up. That’s why it’s good to consider local providers if and when you can. You can try negotiating a reduction (or elimination) of travel charges, or you might like to visit providers at their premises.

Are unregistered providers ‘riskier’ to use?

Registered providers are verified by the NDIS Quality and Safeguards Commission and bound by the NDIS Practice Standards, which means they’re heavily regulated, compliant with NDIA requirements, and providers of verified, quality services.

However, getting NDIS-registered takes time and is costly, which is often a hurdle for smaller businesses, so they choose not to register – even though they may provide a high quality service that suits their clients and is completely covered by the Scheme.

You have choice and control over your providers, and you can decide whether a registered or unregistered provider is going to best meet your needs. Remember that only plan managed and self managed NDIS participants can use unregistered providers!

How do I find the providers I need, including a good support coordinator?

On way you can find the providers you need is by searching the NDIS Provider Finder or by accessing the myplace portal.

You can also connect to trusted providers in Kinora, an online community created by My Plan Manager to help people with disability and their supporters to connect with peers, NDIS experts, disability sector professionals and service providers.

Other ways to find providers include searching free online directories such as Clickability, Disability Support Guide, Karista, and My Care Space, and seeking word of mouth recommendations from your networks.

We’ve created this checklist of what to know and ask to help you engage the right providers (and avoid those who aren’t the right fit).

Can I delete information from a provider’s report?

Redacting (deleting) information from a provider’s report isn’t allowed. That’s because the provider is the owner of the report, even though it’s about you, and even if you’ve paid for it.

If a provider has made a mistake in their report, you can ask them to correct it, and if you don’t agree with their assessment, be sure to ask what they can do to make the changes you need.

If they don’t agree to change the report, you can write your own statement that highlights your differing views and why you believe the assessment isn’t accurate. Then submit that statement with their report to the NDIA.

Can my relatives be NDIS support workers or support coordinators?

Generally, the NDIA will only fund family members to provide supports in exceptional circumstances, like when:

The NDIA will consider the circumstances of each case and any wishes expressed by the participant, and also take into account what it is reasonable to expect others to provide.

The NDIA will not fund a family member to provide personal care or community access supports unless all other options to identify a suitable provider of supports have been exhausted.

Service agreements

Do I need to put service agreements in place with my providers?

Not at all! Having service agreements with your providers is optional, but they are recommended.
When you provide us with signed service agreements, we can set aside funding for the supports you’ve agreed to receive, to give you confidence and certainty that funding is there each time you need it.

When I get a new plan, do current providers need me to sign a new service agreement?

Yes – if there’s a new program of support. A program of support is an agreement between you and a provider that shows the supports you’ll receive.

I’m not happy with the service delivered by one of my providers. Can I end our service agreement?

Yes, you can, but you may have to pay a cancellation fee if it’s stipulated in the service agreement. You may also need to give the provider some time to cancel their services, which is called a notice – or cancellation – period. We recommend checking the terms and conditions, especially for appointment cancellations and cessation of services, before you sign a service agreement.

Before looking to cancel a service agreement, you may want to talk with your current provider and ask them if they can change their supports to meet your needs and preferences.

The NDIS Pricing Arrangements and Price Limits sets out the conditions for providers to claim cancellation fees.

Do I have to sign a service agreement if I don’t agree with information in it? How enforceable is it?

You don’t have to sign a service agreement. But, if you want to sign it but you don’t agree with the information in it, you can talk with your provider about changing it.

Service agreements are covered by Australian Consumer Law and are enforceable by law if the promised services in it aren’t provided.

Accommodation

How do I pay for Short Term Accommodation (STA)?

The easiest way to use your NDIS funding for STA is with a specialist provider that provides all your accommodation, personal care, meals, and activities. However, you can claim these items separately for the period you’re staying in STA (so, you can source them from more than one provider) if they’re within the NDIS Pricing Arrangements and Price Limits.

If STA isn’t stated in your NDIS plan, but you have funding available in your Core Supports budget, you may be able to use it to cover STA – if it ticks the boxes in the NDIA’s reasonable and necessary funding criteria. In short, the criteria states that the purchased supports (in this case, STA) must relate to your disability, provide value for money, and be effective and beneficial.

Accommodation for support workers can also be covered under STA. However, if you instead have your informal supports staying with you – people like parents, siblings or friends – you can only claim your share of the accommodation.

For more information, we’ve unpacked everything you need to know about STA and respite care here.

Whose responsibility is it to find, or assist with finding, Specialist Disability Accommodation (SDA) housing?

If you need help finding SDA vacancies or would like to discuss if an SDA vacancy is suitable for you, talk to your NDIA planner, LAC or support coordinator. You should check that the dwelling meets your needs before committing to a service agreement.

The NDIS also has an SDA finder that can help you to search for accommodation vacancies that match your needs. If SDA has been included in your NDIS plan, the SDA building type and location will usually need to align with your plan.

NDIS plans

I’m confused by what my NDIS plan means. Who can help?

You can contact your LAC or support coordinator, or speak to us.

Can I ask for a different NDIA planner if a planning meeting didn’t go well?

No, but you can ask for a review if you’re unhappy about a decision the NDIA made when developing your plan. A review means that an NDIA staff member who wasn’t involved in the development of your plan will have a look to decide if the decision was right.

You can ask for a review for a range of reasons, including what supports are included in your plan, how much they’re funded for, and even how your funding is managed. The important thing to remember is that you need to request a review within three months of the date you received a copy of your plan.

If you’d like a new planner because you’re unhappy with the planner you have, you can lodge a complaint with the NDIA.

To gain more plan funding/keep my current funding, the NDIA has asked me to provide reports and assessments, which cost a lot of money. What can I do?

You can claim the cost of reports and assessments from your Improved Daily Living budget if you already have an NDIS plan.

I’m coming up for a plan reassessment – what do I need?

You may need to provide reports or assessments from some of your providers for your plan reassessment meeting. This is to show how your supports and services are helping you work towards your goals.

Reports and assessments can also make recommendations for supports and services you might need in the future. Your early childhood partner, LAC, support coordinator or NDIA planner will discuss this with you, or you may want to ask them yourself.

For more information and tips for preparing for a plan reassessment, click here.

My child is a participant in the NDIS and they’re turning 18. What do I need to do?

When a child turns 18, they legally become an adult and the NDIA encourages adults to be involved in making their own decisions. If they aren’t ready to, or can’t, a person appointed as a ‘nominee’ can act on their behalf or make some decisions for them. This can be part of a plan to transition towards independence.

If you think your child will need a nominee when they turn 18, contact the NDIA, or your child’s LAC or support coordinator well before their 18th birthday to discuss it.

For more information about appointing a nominee, click here.

What if my circumstances have changed?

If your circumstances have changed, you’ll need to let the NDIA know and you may want to ask for a plan reassessment. To let the NDIA know about a change of circumstances, you can:

The NDIA will respond within 21 days by doing one of the below:

The NDIA will contact you to explain its decision, which you can ask to have reviewed if you don’t agree. You can find more information here.

We’re here to help

If there’s a question we haven’t answered here, you can visit the FAQ section of our website or call us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.

A lot of people think that a plan manager holds cash and releases funds directly to participants and providers for items approved by the National Disability Insurance Scheme (NDIS). But this isn’t true.

At My Plan Manager, we follow a specific process to get invoices and reimbursements paid – a process that protects our clients, as well as providers, us, and the Scheme.

Here’s how it works:

  1. A provider sends us their invoice, or a client sends us a receipt for reimbursement.
  2. We review the claim to ensure it meets our invoice requirements and aligns with our client’s NDIS plan.

    Our technology is the most sophisticated in the sector and allows 32 checks (and counting) to be completed on every invoice – providing confidence that our clients’ finances are in safe hands.

    It also allows us to scrutinise every invoice to make sure providers are charging the rates set out in the NDIS Pricing Arrangements and Price Limits – if they are, we can process the claim.

    We also verify the services our clients are invoiced for and make sure they’re being claimed against the correct budgets.
  3. We submit the claim to the National Disability Insurance Agency (NDIA).
  4. The claim will either meet the NDIA’s validation rules or it won’t (it’s not manually reviewed).
  5. If the claim meets the NDIA’s validation rules, the NDIA will release the funds to us. We’ll then make the payment to you on our client’s behalf or pay our client their reimbursement.
  6. We make a record of each payment, so it’s reflected in our client’s plan budget, and they can see it at any time in our client portal and mobile app – and in their monthly budget report too.

    Our client portal and mobile app are great for helping clients to keep track of their plan budgets and our provider portal is perfect for streamlining invoicing for you too.

    Don’t have access to the provider portal? Contact us and we’ll happily assist. You can email us at [email protected] or call us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.

A lot of people think that a plan manager holds cash and releases funds directly to participants and providers for items approved by the National Disability Insurance Scheme (NDIS). But this isn’t true.

At My Plan Manager, we follow a specific process to get invoices and reimbursements paid – a process that protects you as our client, as well as us and the Scheme.

Here’s how it works:

#1. We receive an invoice or receipt for reimbursement

Your provider sends us their invoice, or you send us a receipt for reimbursement.

#2. We check the invoice or receipt

We review the claim to ensure it meets our invoice requirements and aligns with your NDIS plan.

Our technology is the most sophisticated in the sector and allows 32 checks (and counting) to be completed on every invoice – providing confidence that your finances are in safe hands.

It also allows us to scrutinise every invoice to make sure providers aren’t charging more than the rates set out in the NDIS Pricing Arrangements and Price Limits – if they are, we won’t process the claim.

We also verify the services you’ve been invoiced for and make sure they’re being claimed against the correct budgets.

#3. We deal with the Agency

We submit the claim to the National Disability Insurance Agency (NDIA) on your behalf.

#4. The Agency checks the claim

The claim will either meet the NDIA’s validation rules or it won’t (it’s not manually reviewed).

#5. The Agency releases funds, and we make payment

If the claim meets the NDIA’s validation rules, the NDIA will release the funds to us. We’ll then make the payment to the service provider on your behalf or pay you your reimbursement.

#6. We do the record keeping, and you do you!

We make a record of each payment, so it’s reflected in your plan budget, and you can see it at any time in our client portal and mobile app – and in your monthly budget report, which you can find in the client portal and mobile app too.

Our client portal and mobile app are great for helping you to keep track of your plan budget and see it in real time.

Don’t have access? Contact us and we’ll happily assist. You can email us at [email protected] or call us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.

A note on fraud

While we’re investing into research, technology, and practice to get your invoices paid to the right people swiftly and securely, it’s important to assess and recognise your own risk too, so you can keep your information and funding protected. Here are some tips from My Plan Manager to help protect yourself from fraud.

If you or someone you care for has ever felt in deficit or ‘less than’ because of disability, you don’t want to miss Tim and Judy Sharp’s compelling story.

My Plan Manager recently had the pleasure of hosting a virtual event with Tim and his mum Judy for International Day of People with Disability, and we wanted to share their incredible tale of ability and resilience with others.

Tim Sharp (left) with his mum Judy Sharp (right)
Tim and Judy Sharp

Tim started drawing Laser Beak Man, the superhero he always wanted in his life, when he was 11 years old. Today, he’s an internationally acclaimed artist whose work has been featured globally – including on Broadway and through TEDx – and showcased in stores in partnership with Australian brands, and in company boardrooms. He has travelled the world with his mum at his side to tell his story and bring his art to the attention of others, all while sharing one clear message: ‘believe in your dreams and walk the road to happiness’.

But, when Tim was born in 1988, this was far from their reality.

“At 20 days old, I was at the doctor asking ‘What’s wrong with my baby?’, Judy said. “I was back there nearly every week asking this question, without any answers. Instead, the suggestion was there was something wrong with me – that I wasn’t coping, that I was depressed, that I couldn’t do it.”

“At 20 days old, I was at the doctor asking ‘What’s wrong with my baby?’ I was back there nearly every week asking this question, without any answers. Instead, the suggestion was there was something wrong with me – that I wasn’t coping, that I was depressed, that I couldn’t do it.”

– Judy Sharp

Tim couldn’t sleep, was awake for 36 hours at a time, and had trouble eating. Everyday sounds like a clattering cutlery draw would terrify him. He was constantly distressed, and strangers would randomly ask Judy what was wrong with her child.

But Judy’s biggest concern was that Tim wasn’t developing speech. If he could only tell her what was wrong, she could help him. But the doctors kept telling her to wait until Tim was three. So, she did.

A day after Tim’s third birthday, what Judy describes as the worst day of her life, Tim was diagnosed with autism. According to a medical specialist at the time, Tim’s barriers to life would be so severe that Judy should ‘put him away and forget about him’. The doctor said Tim would never speak, never go to school, have zero quality of life – and, worst of all, he would never love Judy, and would only ever use her as a tool for getting what he wanted.

The advice shattered Judy.

“By the time I got to the car, I was completely hysterical,” she said. “But as I was putting Tim in his car seat, he was patting me on the back and wiping my tears. He was comforting me.”

“By the time I got to the car, I was completely hysterical. But as I was putting Tim in his car seat, he was patting me on the back and wiping my tears. He was comforting me.”

– Judy Sharp

She could have listened to the specialist and quit parenting her son – but she didn’t. Instead, she started Tim on a course of intensive therapy. Finding learning institutions that would accept him in those days wasn’t easy, but she did it.  

When Tim was four years old, it suddenly struck Judy: Tim was too young to read, but he could see. So, she sat down at the table and started drawing for Tim, despite possessing no artistic ability.

“Normally it would take all day to get his attention for a few short minutes,” said Judy. “But when I started drawing, he was fascinated.”

Seeing Tim’s reaction on that first day of drawing, Judy started sketching a schedule of what their day would look like, with the images clearly communicating their plans to Tim. When she put the pencil down, Tim pushed her hand back towards it – for the first time communicating to Judy what he wanted.

Less than 12 months later, Tim started drawing, and despite the doctor’s insensitive and incorrect advice, he did learn to speak.

At 11 years of age, Tim created Laser Beak Man, and he hasn’t stopped drawing him since.

When he was 16, Tim was selected to appear at the world’s largest arts festival for people with disability in Washington DC. However, getting Tim to the United States wasn’t easy for Judy, a single parent of two young children. The bank declined the loan request Judy submitted to finance the trip, however, as luck would have it, a mortgage broker selling loans knocked on her door, and after hearing her touching story, he pulled in a favour to get Judy financed – and she and Tim were on their way!

After Washington DC, Tim’s artwork quickly captivated the world, and his career took off. He exhibited at the Sydney Opera House and Australia’s Museum of Contemporary Art, and he was named as a Young Australian of the Year finalist in recognition of his work to encourage autism awareness. A short time later, Tim was the first person with autism to have his art converted into television animation, with Laser Beak Man airing on ABC TV, and the Cartoon Network in Australia, New Zealand, and Asia.

Shine on Laser Beak Man by Tim Sharp - a piece of Tim's artwork depicting Sydney Opera House and Sydney Harbour Bridge in an array of colours, with Laser Beak Man standing in the bottom right hand corner.
Shine on Laser Beak Man by Tim Sharp

From there, Tim’s successes kept stacking up. He was invited to appear as a speaker at TEDx, the Broadway-developed theatre production of Laser Beak Man opened, and a short film about his story was shown at the Metropolitan Museum of Art in New York. He’s spoken on autism to a wide variety of audiences, seen the Laser Beak Man show tour Australian theatres, delivered a best-selling biography, and even partnered with a major Australian sock manufacturer to launch a line of Laser Beak Man-branded socks and sleepwear at David Jones. You can grab a pair that’s based on Tim’s ‘Raindeer’ artwork (pictured below) here.

Raindeer by Tim Sharp - a piece of Tim's artwork depicting reindeer raining down on his superhero Laser Beak Man who's holding an umbrella
Raindeer by Tim Sharp

“I was born to do my art, it makes me happy and it’s part of who I am,” said Tim. “I always try hard to be a good person and be the best I can be. A lot of incredible things have happened in my life and every day is a good day for me.”

“I was born to do my art, it makes me happy and it’s part of who I am. I always try hard to be a good person and be the best I can be. A lot of incredible things have happened in my life and every day is a good day for me.”

– Tim Sharp

Though every achievement, Tim’s mum Judy has been at her son’s side as his biggest fan and greatest supporter, showing that love, acceptance, and space to grow can lift the lid off incredible potential.

“This is how we’ve done autism from the very beginning: hand-in-hand, side-by-side, step-by-step, surrounded by love,” said Judy. “Tim teaches me the power of love every single day of his life, and what it can do.”

“All the cliches are true: love is the greatest, love conquers all – love who you are, love what you do and love this one short, precious life you have, because there is no one else like you.”  

You can follow Tim and Judy’s journey at @laserbeakman on Instagram or at laserbeakman.com.


Louise Marson is a My Plan Manager client and emerging artist who has been creating a series of work for her exhibition – running until December – at Melbourne’s Dax Centre.

My Plan Manager interviewed Louise about how she’s used her National Disability Insurance Scheme (NDIS) funding to develop her skills, launch a career, and achieve her plan goals, and the tips and tricks that every participant can use to make the scheme work better for them.

My Plan Manager: We’re excited to talk to you about everything you have achieved since joining the NDIS. Where did it start?

Louise: I joined the NDIS in 2018 after having a seven-year mental illness and disability from an acquired brain injury. A goal in my plan was to develop myself as a professional artist, and the NDIS enabled me to access an art mentor through Arts Access Victoria.

Getting a qualified mentor that knew the art world helped me to focus on developing my practice and build a career quite quickly. Through that, my art became more recognised, which led me to secure an amazing studio space in a purpose-built art precinct called Collingwood Yards. It’s great to have a dedicated studio space amongst a supportive community in Melbourne.

My Plan Manager: How has art helped you to live a better life and reach your plan goals quicker?

Louise: Art is my voice and my mindfulness and thus a key to attempting to be healthy. My NDIS plan is integral to providing a path to strive for wellness and be a more functional person – a person who now feels more in control of their life. My earlier series of work expressed how my disability was impacting my life. I was stuck in this unwell frame of mind of isolation through illness, and was able to grow through the support of an art mentor, connections and healing through the art of making. 

Louise and her assistant dog Penny looking up at her wall-mounted artwork 'Shifting Sand' 2021 and 'Rupture' 2021.
Louise and her assistant dog Penny looking up at her artwork ‘Shifting Sand’ 2021 – marble on hand-made mesh substrate (left), and ‘Rupture’ 2021 – marble, slate, Italian smalti on hand-made mesh substrate (right).

My Plan Manager: How did you get an art mentor funded under the NDIS?

Louise: My art mentor was funded under the capacity building budget in my NDIS plan. She’s building my capacity to live independently and to actively contribute to the community in a meaningful way though my art, which my key NDIS goal.  

My Plan Manager: What’s been really important in your NDIS journey that people may not know about?

Louise: I have an awesome GP that recognises the importance of a multidisciplinary team. My GP knows me extremely well and belongs to a community health centre where there’s a team of health professionals under one roof. They have counselling, podiatry, a dietician, and dental services, so it’s like a one-stop shop that I regularly use. You have to have a sense of community and diversity to work for a multidisciplinary practice, so the team actually has similar values, and because of that, they have a real commitment to supporting people in their wellness journey.

To have a one-stop shop is really helpful because the team can tap into my information, and I don’t have to tell my story again and again. It’s succinct, coordinated, thorough and highly professional. If you don’t have a GP that knows you well, and can pick up on subtleties and changes and help you with your NDIS application, you can’t get very far.

The other thing that’s been important is Art Access Victoria, which supports and develops artists with disability. They are and continue to be instrumental in supporting me with my arts practice. Without them I wouldn’t have discovered the NDIS – it’s transformed me from stuck and mentally unwell, to the more functional person I am today.

“I have an awesome GP that recognises the importance of a multidisciplinary team. My GP knows me extremely well and belongs to a community health centre where there’s a team of professionals under one roof. To have a one-stop shop is really helpful because the team can tap into my information, and I don’t have to tell my story again and again.”

– Louise

My Plan Manager: What about your support coordinator?

Louise: My community health centre where I see my GP, has an NDIS team Including my support coordinator. My support coordinator knows me and my NDIS plan and puts systems in place so I can actively work towards my NDIS goals.

My Plan Manager: What should participants look out for when it comes to a support coordinator?

Louise: It’s important to have a support coordinator who’s competent, has your back and will make your NDIS dollar work the best for you, otherwise your plan can fall down really easily. The NDIS is a complex, confusing area, so if someone is giving you incorrect information or your gut instinct says ‘this isn’t right’, then you really should listen to that. My previous support coordinator was giving me incorrect information and that was really distressing. If something’s not working, then you need to make it known. When you make it known, you’ll make it better.

“It’s important to have a support coordinator who’s competent, has your back and will make your NDIS dollar work best for you, otherwise your (NDIS) plan can fall down really easily.”

– Louise

My Plan Manager: What did you do when you realised you weren’t happy with your support coordinator?

Louise: I made a complaint to the NDIS coordinator at my community health centre and that person gave me another support coordinator who understands the system, what money is available, and is willing to advocate for me.

My Plan Manager: How has being plan managed helped you to focus more on your artwork and achieving your plan goals?

Louise: I know that I’m in good hands and have outsourced my plan management to experts. If there’s an area that’s underfunded or overfunded, I can easily ring My Plan Manager and they can walk me through that. I don’t have to worry about paying my bills and My Plan Manager makes payment to my NDIS team really quick and streamlined. I know that my team will be paid correctly and efficiently, on time and in a consistent manner.

“My Plan Manager makes payment to my NDIS team really quick and streamlined. I know my team will be paid correctly and efficiently, on time and in a consistent manner.”

– Louise

My Plan Manager: Can you tell us about your work and what a typical day looks like?

Louise: I work on my art practice eight hours a day, six days a week and each piece takes approximately four weeks to make – it’s dirty, dusty and time-intensive, but I love it! I use a 1500-year-old art form from the Roman Byzantine era called Ravenna, where each piece of stone is hand cut and tweezered into place. 

I’ve recently finished making a documentary about my arts practice that’s going to be released in November. It talks about my journey to wellness and the part that the NDIS has played in that – because without the scheme I wouldn’t be the person I am today.

A close-up of Louise placing stone onto canvas using a 1500-year-old art form called Ravenna.
A close-up of Louise placing stone onto canvas using a 1500-year-old art form called Ravenna.

My Plan Manager: What are your plans and goals for the future?

Louise: I plan to continue in my creative arts practice. I’m so grateful that the NDIS has enabled me to be able to do that, to function at a higher level and contribute to the community in a positive way. This can be hard to achieve when you have a disability, so I’m incredibly grateful to the NDIS.  My life has flourished and has so much more meaning with the NDIS being central in my life.

I’m currently looking for funding for a second documentary that’s in the pipeline about the NDIS and art mentorship, which has been really significant in my wellness journey. You can find out more about me on my website www.louisemarson.com. I’m very grateful for the NIDS and My Plan Manager for making it easier to get to where I am today.

You can find out more about Louise’s exhibition at the Dax Centre (running until December) called Breathe at www.daxcentre.org/louisemarsonbreathe.

Louise Marson standing in front of a pillar that's branded with her exhibition name 'Breath' at the Dax Centre with two of her works displayed in the background.
Louise Marson standing in front of a pillar that’s branded with her exhibition name ‘Breath’ at the Dax Centre with two of her works displayed in the background.

How you manage your National Disability Insurance Scheme (NDIS) funding is a personal choice based on what works best for you and your situation.

Some people want to manage their plan funding entirely on their own while others prefer to have the admin taken care of through plan management.

While there are a few different ways to manage your NDIS plan, one option you may not know about is combination management. Combination is essentially accessing the great features of plan management while also self-managing the parts of your plan you want to have more control of.

In case you didn’t already know, there are 4 ways to manage your NDIS plan; agency managed, self-managed, plan managed and combination. We have more information on the first three options here. Let’s take a look at combination management and how it might work for you.

What is combination plan management?

When you set up your NDIS plan, you can choose how you would like to manage your funding. With a combination style of management, you can use a different management style for different budget categories or parts of budget categories. For example, there may be some specific budget categories you want to manage yourself, so you could choose to self-manage those specific categories. But as self-management is quite a lot of work, you may choose to have the rest of your plan managed by a plan manager, to reduce the amount of time and effort you spend on self-management.

What’s the benefit?

Depending on your personal circumstances, it might be easier to have your plan with one management style, but for some people the ease of choosing which budget categories they want more control over can make all the difference.

For example, the flexibility of having different budget categories means you could have your Consumables budget self-managed, so you have the flexibility to personally make claims through the NDIS portal. At the same time, you could have the rest of your budget categories plan managed so you don’t have to do the admin for your whole plan.

How to get combination management

Getting combination management in your plan is easy! You just need to ask your NDIS planner or Local Area Coordinator (LAC) at your planning meeting or review meeting that you would like to use a combination of funding management types for your plan. You then need to choose the type for each support budget category or part of a budget category. If you elect to have any of the budget categories plan managed your planner will allocate funding to pay for your plan manager.

During COVID-19 the NDIS has become more flexible with ‘management only’ changes to your current plan without the need for a full plan review. If you would like to make changes to how your plan is currently managed you will need to reach out to your Early Childhood Early Intervention Coordinator, LAC or National Disability Insurance Scheme Planner or call the NDIS directly on 1800 800 110 and select option 5 to discuss your personal circumstances.

If you’re interested in finding out more about combination management, contact us by phone or email to chat about how My Plan Manager can help make your life easier by managing all or part of your plan.


My Plan Manager is leading the way with the latest technology to keep your data safe while also ensuring our Client Portal remains accessible to all people with disability.

If you use the My Plan Manager Client Portal, you would have noticed the new passwordless login feature, which will probably be a different to what you’re used to. We’ve been listening to your feedback and questions about the new login system and are making some small changes to make it smoother for you, however we also want to take the time to explain why we have decided to use passwordless login and why we think it’s better for our clients.

Passwords are a big security problem

How many internet sites do you have a login for? Chances are there’s a few: Facebook or other social media accounts, email accounts, bank accounts, online shopping accounts and a range of others.

Surveys estimate that most people have from 92 user accounts, up to 130 accounts. Remembering passwords for that many websites is really hard! Most people simply can’t do it, and even if they could it would take a huge effort.

This creates a big opportunity for hackers: reports estimate that up to 80% of hacking related data breaches are related to weak or compromised passwords.

Why the My Plan Manager Client Portal has gone passwordless

If all of this information about passwords has made you feel a bit anxious – don’t worry. We and many other organisations are on the case. In fact, Microsoft, Apple, Google, Mozilla and many others have been working hard on this problem, and the industry has agreed that passwordless login technologies are the future. In fact, some organisations predict that passwordless will be the most common way to login within the next 8 years.

Our version of passwordless login does the hard work for you using the following steps:

  1. When you click our magic link, your device (phone, tablet or computer) will generate a unique signature and send it to our system. The next time you visit the Client Portal on that device, we know it’s you!
  2. You don’t need to log out — the Client Portal will force a logout every 6 weeks and a new unique signature will be generated when you next log in.

We will eventually remove traditional password login from the client portal. We are doing this in stages – the first stage (which we are in now) is to introduce our passwordless login and make sure our clients aren’t having trouble with it. For now, you can still use the old username and password login as a backup.

Some things that are useful to know about passwordless:


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We know getting paid quickly is important, so here are a few things you should include when sending a reimbursement through to us, so you get paid fast.

When you pay a provider upfront for a service you want to be reimbursed for the costs as quickly as possible, so you aren’t left out of pocket. There are some things you can do so your reimbursement goes to the right place straight away and we can get the money back to you quickly.

What should I include in the reimbursement email?

The most important thing is your email subject line. When emailing a reimbursement to us, the email subject line for reimbursements you should include one of these words or phrases:

Including one of these clear instructions in the subject line of your reimbursement email will make sure you get your money back as soon as possible. Our payment system recognises these and sends your email to the right place.

Where should I send a reimbursement?

Send your reimbursement requests to our accounts inbox – [email protected] – the same place you send your regular invoices for payment.

This way it will go straight to the right team for processing asap.

You can also submit reimbursements through our online client portal. Simply select ‘Submit Claim’ and then click on Pay To > Myself for reimbursements.

Did you know that requesting National Disability Insurance Scheme (NDIS) funding to support respite, travel and holidays can be considered reasonable and necessary if the plans you make support you to work towards achieving your NDIS goals?

You can’t claim the type of expenses that everyone must pay when they take a break – expenses that don’t relate to your disability and support needs – but when it comes to things like hiring assistive technology or engaging a support worker, there are options you can explore.

In this article, we talk about using your NDIS funding to support travel and unpack what can and can’t be claimed.

What can I claim?

Support workers

You may need to bring along one or more support workers to assist you while you’re taking a break – and their invoices for direct support time can be claimed as they normally would be from your NDIS plan.

If you need intermittent direct support during travel time, you may want to try negotiating a reduced rate with your regular provider (especially in the event of long haul travel, as this could add up to a very large invoice!).

Alternatively, you may wish to explore hiring a local support worker who lives in your holiday destination, a move that could prove more economical than paying for someone to travel with you. It’s best to work this out with your support coordinator, plan manager, or the National Disability Insurance Agency (NDIA) before you lock in your plans.

Assistive technology

You may need to hire assistive technology for use at your accommodation – e.g., transfer aids, shower chairs, portable mobility access ramps etc. Again, it’s best to speak with your support coordinator, plan manager or NDIA partner about your individual circumstances and NDIS goals to determine what you can and can’t claim from your funding.

Transport

Public transport can be an inexpensive, eco-friendly way of getting out and about – with the added bonus of travelling like a local in a new destination.

Here’s a great guide to accessible public transport in Australia.

However, if public transport isn’t an option because of your disability, you may be able to claim some of the costs associated with transport options like accessible taxis.

It’s always best to check with your support coordinator, plan manager or NDIA partner first.

Accessible accommodation

If your accommodation is more expensive due to your disability, you may be able to claim the difference between your room and a standard room from the funding in your NDIS plan.

Be sure to investigate accommodation early and lock in a hotel room, cruise cabin or campsite spot as soon as you can, because most providers have a limited numbers of accessible accommodation options and they book out early – especially during peak travel times.

For more information about respite, which could help you and your informal supports to take a break – with the aim of maintaining current living arrangements – click here.

A note about travelling overseas

You might be able to use your NDIS plan for up to six weeks outside of Australia, and the NDIA may extend this, but it’s best to speak with your support coordinator, plan manager or NDIA partner before making any plans or incurring expenses.

According to the NDIA, you’ll probably need to have your funding plan managed or self managed if you plan to use it overseas. This is because NDIS registered providers usually don’t support people in other countries, and Agency managed participants can’t use unregistered providers.

You’ll also need to claim reimbursements by providing invoices presented in Australian dollars. Be sure to keep all your receipts to make any claims easier to manage.

For more information about planning a holiday, click here.

If you want to find out more about how My Plan Manager can help you to manage your NDIS funding and spend it on the supports you need, click here.

We’re here to help

If you need any help or a second opinion about what’s possible with your NDIS plan, you can contact us via email at [email protected] or by calling 1800 861 272 from 8am-6pm (SA time), Monday to Friday.

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My Plan Manager acknowledges the objectives of the United Nations Convention on the Rights of Persons with Disabilities.

My Plan Manager acknowledges the Traditional Owners of Country throughout Australia, and their continuing connection to land, sea and community. We pay our respects to them and their cultures, and to Elders both past and present.
© My Plan Manager 2020
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