How to switch NDIS plan managers: steps, notice and invoices

You can change your plan manager whenever you like. (If you are new to the role, read what is a plan manager first.) If yours is slow, hard to reach or just not a good fit, this guide shows how to move without leaving bills unpaid.

The short answer

You do not need a reason and you do not need to wait. The NDIS says you can change plan manager at any time during your plan. You must tell your current plan manager before you make the change.

The order matters. Choose the new plan manager first. Then give notice, tell the NDIS, and tell your providers. Do it when no big bill is due.

Before you switch

Try one conversation first. Many problems are fixable. The NDIS says you are responsible for managing the relationship with your plan manager, so tell them what is wrong and what you want.

If that does not work, you can switch. If you think they broke the rules, you can also complain to the NDIS Commission. Our guide on what to do if something goes wrong with a provider explains how.

Then read your service agreement. Look for the notice period and any fee for ending early. The NDIS says a provider may charge a cancellation fee if you do not give the agreed notice, and the pricing rules set the conditions.

Step by step

1. Pick your new plan manager. They must be registered with the NDIS Commission and have plan management (registration group 0127) in their groups. See how to find a plan manager and how to check if an NDIS provider is registered.
2. Agree a service agreement with them. It should cover fees, reports, how they contact you and how you can end it.
3. Tell your current plan manager you are leaving and the date. Do this in writing and keep a copy.
4. Ask for a final statement and a list of unpaid invoices. The NDIS says outgoing plan managers may need to prepare reports and statements when you change.
5. Tell the NDIS. Speak to your my NDIS contact, call 1800 800 110, or send an enquiry through the service hub.
6. Accept the new relationship. Your new plan manager must be recorded as your "my provider". They can send a request in the my NDIS participant portal. You accept it under the "relationships" tab.
7. Tell your providers to send future invoices to your new plan manager.

Unpaid invoices

This is where switches go wrong. Once you have moved, your previous plan manager cannot claim for you. The NDIS says claims from the previous plan manager are rejected, even for supports delivered when they were in the role.

So before you leave, ask your old plan manager to pass any outstanding invoices to the new one. Then check with your providers that they have not been left waiting.

Keep your own notes of what you have booked. A short list makes it easy to spot a gap.

A quick example

Aisha wants to move because her plan manager takes a week to answer emails. She finds a new plan manager and signs a service agreement. She emails her old plan manager with a leaving date, and asks for a final statement.

Her old plan manager has two unpaid invoices. She asks them to send both to the new plan manager. She then accepts the new plan manager in her portal and emails her support workers the new invoice address.

Two weeks later she checks her portal. Both invoices have been paid.

What the new plan manager can see

Your plan manager needs to see your plan and budget to do the job. The NDIS says consent to access this is applied once you choose them and they are recorded as your "my provider". You decide what your plan manager can access in the provider portals.

If you want to limit what they see, ask the NDIS when you tell them about the change.

Things that may change

The NDIS Commission says there are no changes to the requirements for plan managers. The NDIS is also updating its website to reflect new laws. Check ndis.gov.au for the latest steps before you switch.

Common reasons people switch

People switch for all sorts of reasons. You do not have to give one. Some common ones are:

• slow replies to emails and calls
• invoices paid late, or errors that take a long time to fix
• monthly statements that are hard to read or arrive late
• a plan manager who also sells other services, and a conflict of interest that worries you
• a fee that was not clear at the start
• a move to a new area, or a change in your needs

Write down what you want to be different with the next plan manager. Use that list when you ask questions at your first meeting. The NDIS suggests asking how often you will get reports, how much they charge and how they handle conflicts of interest.

What the new plan manager will ask for

Your new plan manager will want to understand your situation before they start. The NDIS says plan managers should hold a set-up meeting with you. They will want to see your plan, your budget and your spending history.

They may also ask how you want to be contacted, and whether you want to see invoices before they are paid. It helps to have your plan details and your NDIS number ready. Never share your portal password. Your plan manager gets access through the NDIS system after you accept them as your "my provider".

Timing your switch

Plan the change around your bills, not just your calendar. The NDIS says funding must be spent within the current plan, and unused funding does not roll over to a new plan.

A few tips:

• avoid switching in the same week as a large invoice
• tell your regular providers the date you are changing
• check your balance in the portal or my NDIS app before and after
• keep a copy of your final statement

If something goes wrong in the gap, call the NDIS on 1800 800 110.

On Goodo

If you are choosing a new plan manager, 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.