You choose your plan manager. That is a real choice, and it is worth some time. This guide shows where to look, what to ask, and what to watch out for. If you are not sure what a plan manager does, start with what is a plan manager.
The short answer
Use the NDIS provider finder, ask people you trust, and check that any plan manager you like is registered with the NDIS Commission. Meet at least two. Ask about fees and conflicts of interest. Then sign a service agreement.
You can switch later if it does not work out.
Step 1: Decide if plan management suits you
The NDIS says a plan manager can help you understand your plan, keep track of your budget, check and submit claims, and pay your providers. If you would rather do this yourself, read plan managed vs self managed.
Step 2: Do your research
The NDIS suggests several ways to build a list:
- Ask people you know. Family, friends and other participants can recommend someone.
- Ask your support coordinator or recovery coach for a referral.
- Search online for plan managers near you, and read reviews.
- Use the NDIS provider finder.
To use the provider finder, enter your suburb or postcode and choose the right suburb from the list. Open the registration group filter in the sidebar and tick plan management. You will see website, phone, email and address details.
Keep a simple list of each name, contact details and what you like about them.
Step 3: Check they are registered
All plan managers must be registered with the NDIS Commission. Check each one on the Commission's register. Search by ABN, choose the status Approved, and look for plan management in the groups.
Our guides on how to check an NDIS provider's registration number and registration group 0127 explain what you will see.
Step 4: Ask questions
Contact two or three plan managers before you choose. The NDIS suggests asking:
- Do they hold a meeting at the start so you understand what is involved?
- Do they work with people with your disability?
- How often will you hear from them?
- Can they change how they work to suit your communication needs?
- How will they help you understand your budget and the spending rules?
The NDIS also says to talk about how much they will charge, how often they will give you a report, and what access to your plan they will need.
Add your own questions. How fast do they pay invoices? Who do you call? Can you see invoices before they are paid? Do they offer other services too?
Step 5: Ask about conflicts of interest
Ask if they have financial or personal links with other providers who deliver NDIS supports. The NDIS says to raise this at your first meeting.
A link is not always a problem, but they should tell you. You should still be free to choose any provider. Our guide to conflicts of interest covers the ideas. They apply to plan managers too.
Step 6: Make a service agreement
The NDIS says it is a good idea to make a service agreement. It should say what services they will provide, how, for how long, what it costs and what happens if you disagree.
Read it before you sign. If something is unclear, ask for it in plain words.
Red flags
Be careful if a plan manager:
- offers gifts, cash or "free" items to sign up
- pushes you to spend your whole budget quickly
- asks for your myGov or portal password
- will not tell you what they charge
In May 2024 the NDIS and the NDIS Commission wrote to all plan managers and support coordinators to remind them of their duties on record keeping, conflicts of interest and misuse of funds. If you see suspicious behaviour, you can report it to the NDIA. See red flags: NDIS scams and inducements.
A short example
Imran makes a list of three plan managers from the provider finder. He checks each on the Commission's register. He phones all three with the same questions.
One cannot say what they charge. One has a link to a therapy business. The third answers everything clearly. Imran signs with the third and writes down the monthly report date in his calendar.
Once you have chosen
Tell your NDIS contact. Your plan manager needs to be recorded as your "my provider". Then tell your providers where to send invoices. See how long NDIS plan management takes to set up.
Comparing your shortlist
Once you have spoken to two or three plan managers, put the answers side by side. A simple grid helps. Down the side, list what matters to you. Across the top, put each plan manager.
Think about:
- how you like to be contacted, such as phone, email or the app
- how often you would hear from them
- how they explain your budget
- how they handle an invoice that does not fit your plan
- what they say about fees, and how clear they were
- how comfortable you felt talking to them
The NDIS says it is important to have a good working relationship with your plan manager, and to choose one you feel confident meets your needs. Trust your own sense of the conversation as well as the facts.
If you need support to choose
You do not have to do this alone. A family member, friend, advocate or support coordinator can come to the meetings, make notes or help you compare. If you have a nominee, they can act for you. See NDIS nominee explained.
You can also ask a plan manager to explain things in plain words, in writing, or in the way that works for you. The NDIS says to ask whether they change how they work to suit your communication needs.
On Goodo
If you would like to hear who other participants use and why, you can add your question to the Goodo list and we will email you when your area opens.
About this guide
Goodo is independent. We are not part of, or endorsed by, the NDIA or the NDIS Quality and Safeguards Commission. This is general information, not advice. Rules change, so check ndis.gov.au or call the NDIS on 1800 800 110 about your own situation.
Frequently asked questions
Where can I look for a plan manager?
The NDIS suggests the NDIS provider finder, referrals from your support coordinator or recovery coach, advice from people you trust, and your own online research. Make a list so you can compare them.
How do I filter the provider finder for plan managers?
Enter your suburb or postcode, choose a suburb from the list, then open the registration group filter in the sidebar and tick plan management. The finder then shows providers registered for plan management.
Do I have to sign a service agreement?
The NDIS says it is a good idea to have one with your plan manager. It makes clear what each of you has agreed to, including the services, how long, fees and what happens if you disagree. You do need to create one when you set up plan management.
What should I ask a plan manager before signing?
Ask what they charge, how often you will get a report, how they pay invoices, how you reach a real person, and whether they have conflicts of interest with other providers. Write down the answers.
Can I try one and change later?
Yes. The NDIS says you can change your plan manager at any time during your plan. You do not have to wait for your plan to end. Tell your current plan manager before you switch.
Sources
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