What Participants Say About NDSP’s Speed, Support, and Simplicity

It’s all very well to talk the talk about why NDIS participants stay with NDSP year after year – but we still wanted to hear from our clients about their experiences. So, we took to our latest client surveys to find out what people thought about NDSP’s speed, support and simplicity.

Fast, transparent service

“Delightful and prompt customer service. Excellent at resolving issues reasonably within the NDIS/NDIA guidelines. Not afraid to say no in order to comply with NDIS (always know where John stands). Can’t speak highly enough of them.”

Speed is an important aspect of plan management. Whether it’s replying to email queries, answering the phone when you call, or processing invoices promptly, we believe you shouldn’t have to wait longer than absolutely necessary.

How we respond to your queries

With the option to send us online queries or call us, we’re always working hard to ensure that your communications are responded to quickly and accurately. We have an average response time of 75 seconds during business hours.

We create a reference number for each communication event. If you have not received a reply to an email query within the expected timeframe (we typically respond to these within 3 business days), you can call us on 1800 63 63 77 and quote your reference number. Our team will be able to bring up your past communications right away and help you get the answers you need.

How we process your invoices

Most payments to providers are completed within 3-5 working days of being sent to NDSP. This includes our internal checks for compliance, NDIS processing, and payment being released to providers.

We do these internal checks to make sure your invoices are in order before they go to the NDIS. If there are any errors, we can work with you or your provider to fix these as soon as possible. We will also let you know if any other compliance issues pop up, such as:

• If the invoice would cause you to overspend your budget (e.g. there isn’t enough funding left in the current period to cover it)
• If the invoice is for supports that are not considered NDIS supports
• If the invoice is for supports that aren’t specified in your NDIS plan

Related: Why NDSP Won’t Process Some Invoices and How We Guide You Towards Approval

Support available when you need it

“Have been very pleased with the ease of using NDSP, has taken a large burden from me needing to track funds, and the app with breakdowns of spending is VERY helpful.  Customer service has always been very helpful when needed and takes the time to explain things well.”

We think a big part of plan management is availability and being able to provide the answers you need. When you have questions, NDSP helps you make sense of what support categories you have funding in, and how much is available. This means you can make more informed decisions about the eligible supports and services you purchase.

We keep communication clear, and easy to understand

A big part of our role is making sure you can understand what’s happening with your NDIS plan funds at all times. We don’t use confusing jargon or lots of technical language, because that wouldn’t be helpful – and we want to help you make the most of your NDIS plan.

You can contact our team by email or phone with any questions. We also have a blog with helpful information about changes to NDIS, what different parts of your plan mean, and tips to make the most of your funding.

Related: How to Get the Support You Need from Your Plan Manager

A simple solution for NDIS plan management

“Great service, easy invoicing, and their app is very easy to use and very clear and user friendly. I did not have to do any budgeting and calculations using my son’s NDIS Plan as NDSP did the job. Recommended.”

What’s the Nappa portal?

Our Nappa portal is a free tool for our clients that keeps everything funding-related in one place, including:

1. Allocated and remaining plan funds.
2. Invoices.
3. NDIS plan details.

Nappa offers a live view of your budgets, saving you the admin of having to do the tallying up yourself. You can see at a glance, at any time of day and on any device, how your plan’s financial aspects are tracking.

It has secure, passwordless access to keep all your information safe – rather than using a password that hackers may be able to breach, Nappa sends you a code by SMS or email each time you try to log in.

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

NDSP’s free digital toolbox for participants

We believe you should have access to all the information you need to understand the NDIS, your plan, and how NDSP can help you manage your plan funds.

Our online participant toolbox breaks down confusing NDIS language into accessible resources, so you can better understand things like:

• Your NDIS plan
• What plan management is and how it’s funded
• NDIS budgets and categories (Core Supports, Capacity Building, Capital)
• The role of people in your support team – for example, your informal supports versus funded supports (service providers).

Related: What are Informal Supports under the NDIS?

How NDSP Plan Managers help your NDIS journey run smoothly

The NDIS system can be complex and a little daunting, especially if you’re a new participant. NDSP Plan Managers want to make your journey as seamless as possible. We do this by taking care of the financial aspects of your NDIS plan, freeing up more time and energy for the things that make you smile!

We take care of:

• Paying your providers in a timely manner.
• Coordinating service agreements with your supports.
• Tracking your NDIS budgets.
• Financial administration and record keeping.

Our friendly team has an in-depth knowledge of all things NDIS. If you have questions, we have answers – and we would love to hear from you. Why not contact NDSP today to find out more about our plan management services.