The NDSP Promise: What You Can Expect from Your First 30 Days

Starting with a new plan manager can feel like a major deal. How do you know you’ve chosen the right one, what should you expect, and how will they help you?

We believe in transparency and making things easier for our plan management clients (and their loved ones). That’s why we’ve created this guide, to help you understand what you can expect from your first 30 days with NDSP Plan Managers.

Related: Why Providers Love Working With NDSP Plan Managers

Your First Contact with NDSP

Online registration

It only takes around three minutes to join NDSP online!  

Once we receive your signed service agreement, we can usually set up your account the same day. This means invoices can be submitted immediately – though for PACE clients, there can sometimes be delays depending on the nomination process. We can guide you through the process to sign up or switch to NDSP if you’re a PACE participant. 

Over the phone

If joining online doesn’t sound right for you, our team are more than happy to help over the phone. You can call us on 1800 63 63 77 Monday to Friday, 8:30AM to 5:30PM ACT. Our free call line has an average response time of 75 seconds – we won’t leave you hanging! 

Contact by email

You can also email us. We have an easy online form where you can fill out your basic details and a message, as well as choosing what your preferred contact method is (phone or email).  

We aim to respond to online queries within 3 business days, or to call back requests within 48 hours. 

Understanding Your NDIS Plan Together

As your plan managers, we’re here to answer any questions you may have about your National Disability Insurance Scheme (NDIS) plan funding. We provide you with the answers you need in a way that’s easy to understand – translating NDIS jargon into something you can easily navigate, so you can get the most out of your plan. 

You can call or contact our team with any questions. We log all communications in your account, which saves you the hassle of explaining yourself each time. No matter who you’re speaking with on our team, they have all your information and past communications at their fingertips so they can quickly get up to speed and really help you. 

Each communication event has a reference number as well, which you can quote if you’re following up. For example: if you had submitted an email and then called us before receiving a response, you can supply the reference number and we can bring up the relevant request right away. 

Viewing your plan details on our Nappa portal 

While you’re certainly welcome to contact us anytime, you can also see a live view of your plan budgets and spending in our mobile-friendly Nappa portal. If you just want to check in on how you’re tracking or remind yourself what you have left in this funding period for certain supports, this is the fastest way to do it. It’s all right there on an easy-to-navigate dashboard for you. 

Related: How Our Mobile-Friendly Portal Empowers You to Manage Your NDIS Plan Effortlessly 

Claiming Supports with NDSP Plan Managers 

Plan managers don’t coordinate supports like a Support Coordinator does, but we do take invoices off your plate – and our internal checks make sure they’re compliant with NDIA guidelines before submitting, saving you time and hassle down the track. 

We can start processing your invoices almost immediately once you sign on with us, and we work hard to make this as seamless and fast as possible. Getting your providers paid quickly benefits everyone! 

How our invoicing process works 

It typically takes 3-5 days for payments to be released to providers once the invoice has been submitted to NDSP. Here’s what happens: 

1. NDSP receives the invoice. This should be sent to invoices@ndsp.com.au with a relevant subject line, i.e. if this is an invoice or a reimbursement – your provider can send emails directly to us as a PDF with all the mandatory information. 

2. We process the invoice internally. Our checks make sure the invoice meets the requirements of the NDIS, and that your approved, available plan funds will cover the cost. This is also when we can catch easy-to-fix errors; like if the provider has spelled your name incorrectly, or if there’s any missing details in the invoice itself that could delay the release of funding. This takes us 0-3 working days, with over half of our claims processed right away. 

3. We send the invoice to the NDIS. We do this automatically, twice a day, through the NDIS system. Once it has been sent off, we can’t do anything to make it go through the NDIS system faster – this usually takes 2-3 days, but can take longer around weekends or public holidays when services aren’t available. 

4. Funds are released and providers are paid. NDSP processes the funds right away once the claim has been approved by the NDIS, so your providers get paid as quickly as possible. This will take 1-2 days to land in their bank account depending on the bank. 

There’s usually no need for input from you (the participant) unless corrections or approval is needed. So you can rest easy – once you have been set up with NDSP, this is essentially a hands-off process for you! 

Related: How We Pay Your Providers: Invoices, Timelines & More 

NDSP’s Transparency and Communication 

One of the major things you will notice as an NDSP client is our dedicated approach to keeping communication accessible, and our processes transparent. You’ll know what’s going on with your NDIS plan funds at all times – either by checking the Nappa portal, asking us directly, or through our regular reporting. 

Clear communication and helpful information 

We’re committed to helping you understand your plan, and the wider NDIS system.  

• You can contact our friendly team with any questions about your plan funding – for newcomers or those transitioning into new plans, understanding what you have is vital to making the most of it. 

• Our free online participant toolbox offers a wide range of helpful resources about the NDIS, from access and understanding your plan to what different support roles and plan budgets mean. 

• We also regularly update our blog with NDIS news, including articles delving deeper into what you can use certain types of funding for and how to choose the right providers for your unique needs. 

Related: Why You Don’t Need Face-to-Face Plan Management 

Monthly reporting for peace of mind 

Every month, you’ll receive a report from NDSP. This provides a snapshot of your recent activity including how you’re tracking with spending, and what you have purchased over the past month from service providers.  

While you can access Nappa anytime as an NDSP client to see a live view, the monthly reports can be valuable to show spending trends so you can maximise your budgets going forward. 

How NDSP’s Expert NDIS Knowledge Helps You 

Whether you’re a newcomer to the NDIS system or have just switched over from a different plan management provider, we want your experience with NDSP to be as smooth and stress-free as possible. 

Plan management with NDSP takes the stress out of the financial aspects of your NDIS plan, including making sure your providers are paid promptly – and your plan budgets are easily viewed 24/7, on any device. 

Our national network makes it easy to access comprehensive plan management services. Whether you live in a central city suburb or a very remote area, you can enjoy the same level of service and care from our team of NDIS experts. That means less time spent on NDIS financial admin, and more time available for doing what makes you smile!  

Why not contact NDSP today and find out more about how we can make NDIS plan management one less thing to worry about – for good, not just for your first 30 days.