This is a personal call: How My Plan Manager protects your information over the phone

There’s been a bit more talk lately about scams and unexpected calls, which can make things feel a little uncertain when your phone starts to ring. But you don’t need to feel worried; just informed. Knowing what to expect can make things much clearer, and a 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 the phone when you need budget advice or claims support – and that someone isn’t just anyone. When you call us, you can expect to speak with a plan management specialist who’s trained to protect your personal information. Here’s what happens when we talk over the phone.

What we ask for

Depending on why you’re contacting us, we’ll verify who you are.
To do that, we’ll ask some questions – and they may relate to:

details to confirm who we’re speaking with, including your full name and two other pieces of information we have on your file.
contact information we already have on file, such as your email address, mobile number and residential address.
confirmation that you are authorised to speak on behalf of someone else.

You’ll be asked these questions even if we’ve spoken to you before, and that’s part of keeping your information safe every single time you get in touch.

Why we verify

It might seem tedious, but the verification process is important to confirm we’re speaking with the right person about the right things. It also helps us to protect our clients from unauthorised access and/or fraud, and to meet our legal and regulatory obligations as a registered National Disability Insurance Scheme (NDIS) provider.

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 and private information, it’s important you know red flags – the things we won’t ever request.

When on the phone to us, we’ll never ask you to:

give us one-time passcodes sent to your phone or email, from us or anyone else
share bank PINs or card security details
send money to “fix” an account problem
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 My Plan Manager doesn’t feel right:

1. Don’t share personal information

2. End the interaction

3. Contact My Plan Manager directly using the contact details on our official website

How we protect your information

Verifying who you are when we speak with you on the phone is just one way we protect client information.

Our team members also 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 and protection purposes. That helps us make sure our service is delivered safely, accurately, and respectfully for everyone involved.

We also use secure computer systems to store and manage information and take steps to keep those systems safe.

These safeguards support 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.