How to Choose an NDIS Plan Manager: Questions to Ask First

Choosing an NDIS plan manager is an important decision. The right plan manager can help you stay on top of invoices, understand your funding, and feel more confident about managing your NDIS budget.

But how do you know which plan manager is right for you?

Not all plan managers communicate or work in exactly the same way. Some offer online tools, while others may provide more personalised support. What matters most is finding a registered provider who understands your needs, explains things clearly, and makes it easier for you to manage the financial side of your NDIS plan.

Here are some practical questions to ask before making your decision.

1. Is the plan manager registered with the NDIS?

All NDIS plan managers must be registered with the NDIS Quality and Safeguards Commission.

Registration is an important starting point when choosing a provider, but it’s also worth looking at how they communicate, what services they offer, and whether their approach suits you.

You can search for registered plan managers using the NDIS Provider Finder. Search by suburb or postcode and select the plan management registration group.

You can also ask your support coordinator, NDIS contact, family or other people you trust for recommendations.

Remember, a recommendation is a starting point. The decision about which plan manager to use is yours.

2. How quickly do you process and pay invoices?

One of a plan manager’s main responsibilities is checking and processing invoices and paying providers for NDIS support.

Ask potential plan managers:

• How quickly do you usually process invoices?
• How do providers submit their invoices?
• What happens if an invoice has missing or incorrect information?
• How will I know if an invoice has been paid?

A plan manager should be able to explain their usual payment process and what might cause delays.

Fast processing can be helpful, but accuracy matters too. Invoices need to be checked against NDIS requirements, your plan, and available funding.

Look for a provider who can explain their process clearly rather than simply promising the fastest payments.

3. How will you help me keep track of my NDIS budget?

Your plan manager should help you monitor your spending and understand how much funding you have remaining.

NDIS plan managers are required to provide monthly financial statements showing how funding has been used, the remaining balance, and relevant spending concerns.

It is worth asking:

• Will I receive regular budget updates?
• Can I check my spending online?
• Will you explain my statements if I don’t understand them?
• How will you alert me if I’m spending my funding too quickly?
• Can you help me understand my funding categories and spending periods?

Some plan managers may offer additional tools, such as online dashboards or mobile access.

These can be useful, but they are not essential for everyone. Choose a reporting and communication approach that works for you.

Remember that you still have responsibilities for monitoring your funding and making sure the supports you purchase are consistent with your plan.

4. How easy will it be to contact you?

Good communication can make a significant difference to your experience with plan management.

Think about how you prefer to communicate. You might want to speak with someone by phone, receive updates by email, or have information explained in plain language.

Consider asking:

• Can I contact you by phone and email?
• What are your usual response times?
• Will I have a regular contact person?
• Can you accommodate my communication or accessibility needs?
• What happens when my usual contact person is unavailable?

Your plan manager should explain how you can contact them and how they will communicate important information about your funding.

The best arrangement is one that helps you feel informed, respected, and comfortable asking questions.

5. How do you check invoices and handle problems?

Your plan manager has a responsibility to check claims and help ensure NDIS funding is used in line with your plan and the applicable rules.

You should understand how they check invoices and what happens when something is wrong.

Useful questions include:

• How do you check that an invoice relates to supports I received?
• How will you obtain my authorisation for claims, and can I choose to review individual invoices?
• What happens if a provider charges the wrong amount?
• Will you tell me if there isn’t enough funding available for an invoice?
• How do you help resolve invoice or payment disputes?

It is worth finding a plan manager who can explain problems clearly and help you understand what needs to happen next.

An invoice being submitted does not automatically mean it can be claimed from your NDIS funding. Claims still need to meet the relevant requirements.

6. Will I stay in control of my provider choices?

Yes. Having a plan manager does not mean giving up control over which providers you use.

Participants with plan-managed funding can generally use registered and unregistered providers, although some types of NDIS support must be delivered by registered providers.

You can ask a potential plan manager:

• Can I continue using my existing providers?
• Will you explain any NDIS requirements that affect which providers I can use?
• Do you have any financial or personal relationships with providers I might use?
• How do you manage potential conflicts of interest?

A plan manager’s role is primarily financial administration. It is different from support coordination, which helps participants connect with services and supports.

Your plan manager should respect your choices and be transparent about any relationships that could influence their services.

7. What fees do you charge?

NDIS plans with plan-managed support budgets include funding for plan management. This is separate from the funding allocated for other supports.

Before choosing a plan manager, ask them to explain their fees and how those fees will be claimed.

Questions might include:

• What are your plan management fees?
• How is the plan management fee claimed from my plan?
• Are all relevant fees included in the service agreement?

Plan management fees must comply with applicable NDIS pricing arrangements and price limits.

Understanding the fees beforehand can help you avoid confusion later.

8. What happens if I want to change plan managers?

You can change your NDIS plan manager during your plan. You do not have to wait until your plan ends.

If you’re already working with a plan manager, check your existing service agreement so you understand the process for ending the arrangement.

Before switching, ask your prospective new plan manager:

• What steps do I need to take to change?
• Can you explain how the transition works?
• What happens to unpaid invoices?
• How will you coordinate the transition so my providers know where to send invoices?
• What do I need to do to have you recorded as my new plan manager?

You will need to tell your existing plan manager and notify the NDIA about the change. Outstanding invoices may also need to be transferred to the new plan manager for processing.

Having a clear transition process can help reduce confusion for you and your providers.

9. What should I expect before signing up?

Once you’ve chosen a plan manager, you should have an initial meeting to discuss your funding, the services they provide, and how you’ll work together.

You should also have a service agreement that sets out important arrangements, including:

• What your plan manager will do
• How they will deliver their services
• Their fees
• How you’ll communicate
• How problems or complaints will be handled
• What happens if either party wants to end the agreement

Take time to read the agreement and ask questions about anything you don’t understand.

It’s also important to discuss what information your plan manager needs to access and what consent you are comfortable providing.

You should understand the arrangement before agreeing to it.

A simple checklist before choosing your plan manager

You don’t need to make your decision after one conversation. Comparing two or three providers can help you identify which one best suits your needs.

Questions to help you decide

• They are registered to provide NDIS plan management.
• They clearly explain their invoice and payment process.
• They provide monthly financial statements and help me understand my budget.
• Their communication methods suit my needs.
• They explain how invoice problems and disputes are handled.
• They respect my choice of support providers.
• They explain their fees and service agreement.
• I understand how to change or end the arrangement.

Choosing a plan manager who is right for you

There is no single plan manager who will be the best fit for everyone.

Some participants value quick communication and easy access to online budget information. Others prefer having someone they can speak to directly when they have questions.

The important thing is finding a registered plan manager who explains their services clearly, understands your communication needs, and helps you stay informed about your NDIS funding.

Take your time, ask questions and compare your options. You have the right to choose your plan manager and to change providers if your needs are no longer being met.

At Ormeau Plan Managers, we believe participants should feel informed and confident about their funding. Whether you’re choosing a plan manager for the first time or considering a change, understanding what to ask is a useful place to start.