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ISM FAQs

How do I apply for the NDIS? Am I eligible?

You can start the process by making an access request over the phone, by calling the NDIS on 1800 800 110. They will ask you to provide some details about yourself so be sure to have it ready and on hand, details such as your name, age and where you live. Alternatively you can read more about applying for the NDIS on their website to see if you are eligible to apply.

What is covered by the NDIS? What can I claim under NDIS?

The NDIS covers the cost of supports across a wide range of areas, from education, employment and community participation through to living arrangements, independence, health and wellbeing. What’s covered in your plan will really depend on your individual situation and life goals. The NDIS uses the "reasonable and necessary" framework to determine what support you can be funded for. The NDIS can also fund Plan Management which gives you more choice and control over what you can purchase. If you want to know more how the NDIS funds specific costs, contact our team today.

Can I make changes to my NDIS plan?

If you want to later change something in your plan, you can always ask for a review of your plan or submit a change of circumstances form. You will need to discuss this directly with your NDIS planner or LAC. Make sure you explain as clearly as possible how and why you need to make the adjustments, for example, if your personal circumstances have changed.

What is the difference between non-registered and registered providers?

A registered provider meets the NDIS quality and safeguards standards. However, not all providers choose to register. The main difference between non-registered and registered providers is that only registered providers can claim their invoices with the NDIA directly. Using a Plan Manager allows you to access an non-registered provider easily, allowing you more choice when choosing a provider.

How do I find service providers?

You can find service providers in your local area by contacting your Local Area Coordinator or NDIS office, calling the national NDIS helpline on 1800 800 110 or checking the list of registered service providers in your area or on your myplace account.

What is plan management? And what does a plan manager do?

Plan Management allows you to have choice and control, use NDIS registered providers and non-registered providers, negotiate pricing to pay less than the NDIS price guide and much more.

The role of the Plan Manager is to claim directly from the budgets in your plan to pay your providers on your behalf. If you choose to use a Plan Manager, they will pay your providers for the supports you purchase, help you keep track of your funds and take care of financial reporting for you.

What are the benefits of plan management?

Plan Managers deal with all the tricky accounting paperwork and accounting administrative tasks related to your plan - like keeping track of your spending, maintaining accurate financial records, handling claims with the NDIA and making sure your providers get paid, tracking your spending and holding all of your services agreements in a secure location. That means you can focus on the more important stuff, like realising the goals in your plan.

What do plan mangaers not do?

The biggest misconception is that Plan Managers assist participants in locating appropriate services and link participants into services. How to best utilise your funding and locating the best supports for you is typically the role of your NDIS/LAC planner, or Support Coordinator. Your plan manager is primarily responsible for ensuring the supports you choose are paid from your NDIS budget.

What if I don’t have plan management in my plan?

If your NDIS/LAC planner has included plan management, you will locate this budget in your NDIS plan in a Support Area: Improved Life Choices (this is plan management).

If you do not have this Support Area, you can make a request to your NDIS/LAC planner directly to have your plan, or part of your plan, to be managed by a Plan Management agency.

I am not sure how to invoice my participant. What is needed on an invoice?

Requirements of NDIS tax invoices

Requirements of NDIS tax invoices

  1. We can only pay a TAX invoice – we cannot pay from a QUOTE.
  2. Your Company or Business details so we can make contact if we have difficulties with processing your invoice
  3. Date of the invoice. This can be the date you provided the service.
  4. Invoice number.
  5. Your ABN – Australian Business Number
  6. Participant details – including their NDIS number. This is important!
  7. Line item number and service description. It can be easier to copy directly out of the Price Guide so the information is correct. As the Price Guide changes, update accordingly.
  8. The amount of time you provided the service, and the rate that you and the participant have agreed to pay. This can be less than or equal to the NDIA-set schedule of fees in the Price Guide. Your invoice will not be processed if you charge over the NDIA-set schedule of fees.
  9. Clearly total the service costings – with NO GST- NDIS services are GST free.
  10. Please include the details of where to pay the invoice.

ISM plan management processes are very streamlined to provide an easy and effortless process for participants and for service providers. Any invoicing issues will delay the payment of your invoices.

Send your invoices to planmanager@ndism.com.au and our team will take it from there.

How long will it take for my supplier to be paid?

This depends on a few factors. Usually, with no invoicing issues, the payment should reach your supplier/s bank account in 2-6 days. Factors that will hold up the process are:

  • Delays in the invoice being sent to the plan manager
  • Incorrect invoicing (see I am not sure how to invoice my participant. What is needed on an invoice?)
  • Services are outside of the plan dates
  • The participant has a new plan or an unscheduled review

Can I be reimbursed for expenses that I pay for?

Yes, if you pay for your products or services, and you are able to claim those costs through your plan, we can reimburse you. The easiest way is to fill in our online reimbursement form and fill in the details of your purchase and upload your receipt. If you do not have access to a computer, you can contact our staff and we will send you a paper-based reimbursement form which you can fill out and fax or post back.

How do I sign up with ISM?

You can complete our online service agreement here or look for the sign up now button on our website (as seen below).

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If you have any issues, you can use our live chat feature (in the bottom right corner of the screen) or contact on our team directly on 1800 954 559. Once you have completed our online forms, one of our team will contact you to explain what happens next.

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