NDIS Frequently Asked Questions

FAQs

Where do I send my invoices?

You can email invoices to [email protected], fax invoices to 07 2102 4900, or drop/post invoices into any office address found on our contact us page.

What is Relationship Management?

Each customer and supplier that uses ISM services is given a dedicated Relationship Manager (RM). Each RM will work with you directly to ensure that your experience at ISM is handled professionally and as efficiently as possible. Your RM is committed to the following:

Participants and Nominee

  • Take any questions or queries you have and own the solution – non-urgent enquiries should be directed to [email protected], and urgent enquiries should be directed to 1800 954 559.
  • Contact you from time to time discuss:
    — ideas and services that may be beneficial for you as a customer.
    — changes to the scheme or our procedures.

Suppliers

  • Take any questions or queries you have and own the solution – non-urgent enquiries should be directed to [email protected], and urgent enquiries should be directed to 1800 954 559.
  • Contact you from time to time discuss:
    — ideas and services that may be beneficial for you as a business partner.
    — changes to the scheme or our procedures.
  • Your RM is there to:
    — deliver personalised service and address any problems or issues you may have.
    — ensure you get the very best from ISM as a valued business partner.
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 service agreements in a secure location. This means you can focus on the more important stuff, like realising the goals in your plan.

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 request your NDIS/LAC planner directly to have your plan, or part of your plan, to be managed by a Plan Management agency.

Does ISM offer same-day payments?

Yes, ISM offers same-day payments of supplier’s invoices. Submit Priority Payment requests by using this form.

Supplier Priority Payment Request:

  • Typically, ISM processes payments for your invoices within four business days from the date you submit the invoice.
  • Where ISM or the NDIS is at fault for not processing supplier’s claims or payments efficiently, ISM will waive any costs associated with prioritising payments.
  • Where a Priority or Urgent payment request is made, ISM deducts a 4% Processing Fee from the TOTAL of the Supplier Invoice.

Participant Priority Payment Request:

  • Typically, ISM processes payments for your invoices within four business days from the invoice’s submission date.
  • Where ISM or the NDIS is at fault for not processing supplier’s claims or payments efficiently, ISM will waive any costs associated with prioritising payments.
  • Where a Priority payment request is made, ISM deducts a 4% Processing Fee from the Participant’s Core-Consumables Funding or any other NDIS Budget Category deemed appropriate by ISM’s Senior Financial Officers.

See our Priority Payment Policies for more details.

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 within four business days. Factors that will hold up the process are:

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

Yes. If you pay for your products or services, and you can claim those costs through your plan, we can reimburse you. The easiest way is to fill in our online reimbursement form, 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 to us.

What do plan managers 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 find 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.

How do I find service providers?

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

Am I eligible for the NDIS and how do I apply?

You can start the process by calling the NDIS on 1800 800 110 and making an access request. They will ask you to provide personal details such as your name, age and where you live, so be sure to have them ready and on hand. 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 support across various areas, from education, employment, and community participation to your living arrangements, independence, health, and well-being. What’s covered in your plan will depend on your 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. Contact our team today if you want to know more about how the NDIS funds specific costs.

Can I make changes to my NDIS plan?

If you want to make changes to your plan down the track, 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 how and why you need to make adjustments as clearly as possible. For example, if your 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 directly claim their invoices with the NDIA. Using a Plan Manager allows you to access a non-registered provider easily, allowing you more choice when choosing a provider.

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What makes us successful

“I struggle a lot with trusting and connecting to people, however Zac and the team at ISM have helped me every step of the way to maximise the benefits that I gain from mine and my children’s NDIS plans. Now I wouldn’t let anyone else provide this service to us.”

- A proud mother and customer since 2016.