My NDIS Plan Manager Isn't Responding. What Can I Do?

Start with these five steps: 

1. Try contacting them again. Use another contact method, such as phone or email. 
2. Explain what you need. Tell them if you're waiting for an invoice payment, a budget update or help with your funding. 
3. Ask for a response date. Request a clear update on when the issue will be addressed. 
4. Keep a record. Save your emails and note when you called. 
5. Consider your options. If the problem continues, you can make a complaint or look for another plan manager. 

If an unpaid invoice could interrupt an essential support, explain that when you contact your plan manager. 

You can also ask your support coordinator, nominee or another trusted person to help. 

Your plan manager should do more than pay invoices. 

According to the NDIS guide to plan managers, their role includes: 

• Checking and submitting eligible NDIS claims. 
• Paying your support providers. 
• Helping you understand your funding. 
• Tracking your spending. 
• Helping you avoid spending more than your available budget. 

Plan managers must also provide monthly financial statements showing your spending and remaining funding. 

You can read more in the NDIS guidance for plan managers. 

Your plan manager may not be able to answer every question straight away. But you should be able to get clear information about your invoices and funding. 

If you've tried to resolve the problem and you're still unhappy, you can make a complaint. 

Start by asking your plan manager for their complaints process. Explain what happened, what you need and when you first raised the issue. 

If you still can't resolve the problem, you can contact the NDIA on 1800 800 110 about your plan management concerns. 

For concerns about unsafe services, neglect or serious provider misconduct, you can also contact the NDIS Quality and Safeguards Commission. 

You don't have to stay with a plan manager simply because you've made a complaint. You can choose another registered plan manager during your current NDIS plan. 

Yes. You can change NDIS plan managers during your current plan. 

You don't need a new NDIS plan just because you want a different plan manager. 

Tell your current plan manager before making the change, and check your service agreement for any notice requirements. 

Think of it like changing the person who looks after your household bills. Your bills still need to be paid, but you can choose someone else to manage them. 

Before changing, it's helpful to: 

• Choose a new registered NDIS plan manager. 
• Check your existing service agreement. 
• Request your latest budget statement. 
• Identify any unpaid provider invoices. 
• Arrange for the NDIA to record your new plan manager. 
• Tell your providers where to send future invoices. 

The NDIA says your previous plan manager should forward outstanding invoices to your new plan manager for processing. 

For more information, read our Switching NDIS Plan Managers guide or our step-by-step article on How to Change NDIS Plan Managers. 

Changing plan managers doesn't mean losing your approved NDIS funding. 

Your existing plan and its funding rules continue to apply. 

Your new plan manager takes over responsibility for managing eligible claims once the correct arrangements are in place. 

Any outstanding invoices should be identified during the handover. Your previous plan manager should forward them to your new plan manager so they can be checked and processed. 

This helps reduce the risk of unpaid invoices being overlooked during the change. 

The NDIS guidance on changing plan managers explains the process. 

If communication has been a problem, ask your next plan manager how they'll keep you informed. 

Useful questions include: 

• How can I contact your team? 
• How do I check whether an invoice has been received or paid? 
• Will I receive regular budget updates? 
• Can I see my remaining funding online? 
• What happens when an invoice needs extra information? 
• Who can help me if something goes wrong? 

The NDIS guide to finding a plan manager recommends researching providers and asking questions before choosing one. 

At Kismet, we believe you should be able to understand what's happening with your NDIS funding. 

Our plan management service combines a support team with digital tools that help you: 

• Check your available NDIS funding. 
• Track spending against your budgets. 
• View invoice information. 
• Review invoices using your approval settings. 
• Contact our team when you need help. 

You can learn more about these features on our Kismet participant dashboard page. 

Our goal is to make your funding easier to understand and manage.