Frequently Ask Questions

If you can't find the answer to your questions below, please call one of our Plan Managers on 1300 347 678 for assistance

A registered provider is required to meet quality and safeguarding requirements of the NDIS Commission. Not all providers choose to register. By using a plan manager you are able to access both registered and unregistered providers.

Yes. You will need to give notice to your existing plan manager in accordance with their service agreement and request that they cancel their service bookings. The notice period is usually one month. You will then need to complete the registration process for Nexzen Plan Management.

If you have a disability that usually requires support from another person or special equipment, you may be eligible for NDIS funding. NDIS funding is available to participants aged between 7 and 65, living in Australia as an Australian citizen or have a Permanent or Special category visa. To check whether you’re eligible, visit the NDIS Website: https://www.ndis.gov.au/applying-access-ndis/am-i-eligible

The NDIS will fund claims for ‘reasonable and necessary’ supports. These are goods or services directly relevant to achieving the specific goals and objectives detailed in your NDIS plan.

The NDIS is unlikely to approve claims that are not directly related to a participant’s disability, such as; items everyone has to pay for like day to day living costs, entertainment, food, support items already delivered under other government funding schemes (such as education or Medicare), items that do not represent value for money, and items that may pose a risk of harm to the participant or others.

Plan management is added to your plan separately under the Improved Life Choices budget so it won’t cost you anything. The Improved Life Choices budget is added into your plan if you choose to plan manage your plan

Usually the NDIA would prefer to talk directly to you. For Nexzen to talk to the NDIA on your behalf you will need to give us consent and it will depend on your personal circumstances.

There are three options for Funds Management:

1. Agency Managed means that the National Disability Insurance Agency (NDIA) will manage the funds on behalf of the recipient. The NDIA will pay registered providers for services.

2. Self-Managed means that a participant will manage their own funds. The NDIS will reimburse the participant who will manage invoice payment themselves.

3. Plan Managed is when a participant chooses a Plan Manager to assist with their funds management. The Plan Manager will manage the receipt and processing of invoices, however the participant still has the final word before invoices are paid. NDIS deposits the payments into the Plan Managers bank account and they process payments to suppliers.

Yes, all Plan Managers must be registered with the NDIS Quality and Safeguard Commission. This is an independent agency established to improve the quality and safety of NDIS supports and services. The Provider (Plan Manager) must be registered and approved under the ‘Management of funding for supports in participants plans”. Plan Managers must follow the requirements and conditions of registration. You can check with the NDIS Commission to confirm that your Plan Manager is registered.

Yes, if you choose a Plan Manager you can access supports and services from both registered and non-registered providers. There are certain supports that can only be delivered by registered providers. These include Specialist Disability Accommodation and Specialist Behaviour Supports. A service provider that uses a regulated restrictive practice in the course of delivering support must be registered with the NDIS Commission.

If a participant chooses to use non-registered providers they should be aware that a non-registered provider must adhere to NDIS price controls arrangements.

A Plan manager can assist participants to access information from NDIS Commission about the obligations and responsibilities of registered and non-registered providers.

When you choose a Plan Manager they will meet with you to discuss your requirements, needs and goals. They will collect personal information and explain how the financial process will be managed. After this initial meeting the Plan Manager will provide a document called a Service Agreement. This document will outline the services to be provided by the Plan Manager, the start and end date of the agreement, the roles and responsibilities of both parties, how to resolve issues that may arise and the process to end the agreement by either party. The Service Agreement will also include any specific instructions or requests you have discussed and agreed to. It is important that you understand all of these important details, so if English is not your first language the Plan Manager will invite a translator to assist.

A Plan Manager will manage the financial administration of a participant’s NDIS Plan on behalf of the participant. They will assist by:

· Managing and monitoring a participant’s budget in line with the Plan Management service agreement.

· Managing claims and disbursement of funds to providers for services provided

· Maintaining accurate records and issuing regular statements showing the financial status of the Plan.

· Providing access to a wider range of service providers, including non-registered providers

· Monitoring compliance with price limits within the NDIS Price Guide

The Plan Management funding is not part of your NDIS allocation, it is separate, therefore it doesn’t impact on the funds you have for your required supports. Their funding includes an establishment fee amount, which covers the initial cost of establishing the financial arrangement between the participant and the Plan Manager, and a monthly processing fee claimed by the Plan Manager directly to NDIS. This fee covers financial administration expenses, invoice payment and monitoring of your budget.

You can choose to change Plan Managers at any time, as long as the request complies with the notice period stipulated in the Service Agreement.

You should advise your existing Plan Manager of your decision, and they are required to assist so that there is a smooth transition to the new Plan Manager. They will provide you with information about any outstanding invoices, and confirm the date of the final day they will be managing your funds. (To reduce any service disruptions, it would be suggested that the final day is the last day of a month so that all payments could be finalised)

It is the role of the Plan Manger to support you by managing the funding of supports in your Plan. The Plan Manager role relates specifically to the financial, plan-managed funded supports and does not extend into supporting with day-to-day administration, management or maintenance of the entire NDIS plan. Your Plan Manager should not determine whether the supports or services purchased are ‘reasonable and necessary’. It is the role of the Plan Manager to ensure the funds are being spent in accordance with your Plan

A Plan manager is not responsible to assisting you explore and connect with providers, broader systems of support and community supports. A Plan manager is not responsible for providing disability related advocacy services.

If a provider issues an invoice without an ABN the provider must complete the ATO’s “Statement by supplier not quoting an ABN” form https://www.ato.gov.au/uploadedFiles/Content/MEI/downloads/Statement by a supplier.pdf

What is the difference between a Plan Manager and a Support Co-ordinator?

A Plan Manager will pay providers for supports delivered. A Plan Manager will help you monitor your funds, and provide financial reporting.

A Support Coordinator will support you to understand and implement supports included in your plan. A support coordinator will link you to providers and other community and government services. A support coordinator will also support you to build skills and direction.

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Provider Access

Are you looking for a speech pathologist or physiotherapist? We can refer you to our trusted providers on request.

Budget Tracking APP

Our mobile app gives you the freedom to review your Plan and claims at your convenience. The App will show what payments have been made, and you can review your allocations at any time to ensure your spending is on track.

We can also issue monthly statements vie email on request.

Daily Claims & Payments

Nexzen Plan Management guarantee fast turnaround of invoice payment. We give you the option to approve invoices via our mobile app. Once approved we guarantee payment to your providers within 48 hours. If you reject a payment request for any reason we will work with the provider to review the payment request to your satisfaction.

Dedicated Expert Plan Manager

When you join Nexzen Plan Management you will be allocated a dedicated Plan Manager. This person will be your main contact, and will answer your questions and follow up on queries. They will understand your needs and expectations because they will closely work with you from your first contact. They will assist you to plan how you want your funds to be spent and with overall financial management and reporting.

No Cost to you

Plan Management funding is not part of your NDIS allocation, it is separate, therefore it doesn’t impact on the funds you have for your required supports. This funding includes an establishment fee amount, which covers the initial cost of establishing the financial arrangement between you and the Plan Manager, and a monthly processing fee claimed by the us directly to NDIS. This fee covers financial administration expenses, invoice payment and monitoring of your budget.