NDIS Guide
If you are working out how to choose an NDIS plan manager, the good news is that you only need to ask a handful of questions to tell a strong provider from a weak one. Your plan manager will pay your providers’ invoices and track your budget for as long as they work with you, so it is worth comparing two or three before you sign up. This guide gives you eight questions, what a good answer sounds like, and what to do if the fit is wrong. New to plan management? Start with our plain-English guide to what NDIS plan management is.
Why your choice of plan manager matters, even though it costs you nothing
A plan manager pays the invoices from your providers, keeps track of your budget and gives you regular statements. When it works well, you barely notice it. When it works badly, your support workers wait for their money and you lose track of what is left in your plan.
The NDIA funds plan management at about $104.45 a month from a separate budget line. It does not come out of the money you have for supports. Because everyone is paid from the same line, the useful comparison is how well each plan manager does the job. Our independent comparison of NDIS plan managers scores providers against the same criteria, and the questions below show you how to do that yourself.
How to choose an NDIS plan manager: the 8 questions to ask
Ask these by phone or email before you agree to anything. Write down each answer so you can compare providers afterwards.
1. How quickly do you pay invoices?
Ask for a number of business days from invoice to payment, and ask for it in writing. NDIS guidance for plan managers says they should pay providers within 2 business days of receiving payment from the NDIS, so use that as a yardstick. Slow payment leaves your providers waiting, and some may stop work if they are not paid. Also ask what happens when an invoice is queried or a claim is rejected, and who tells you.
2. How will I see my budget?
Find out whether you get an online portal, regular statements or both. The NDIS says your plan manager should give you a report every month showing how you have used your funding, how much you have left, and whether you are spending too quickly or too slowly. It also suggests asking how they will help you understand your budget and the rules about what you can spend it on. You are still responsible for checking your balance regularly.
3. Can you pay any provider I choose?
Plan management lets you use both registered and unregistered providers. Ask the plan manager to confirm that they will pay both, and what they need from a provider before they pay an invoice. A plan manager should follow your choice of provider, not steer you towards their own.
4. Do you work with people with my disability?
The NDIS lists this as a question to ask. A plan manager who regularly works with people in your situation, such as a parent managing a child’s plan, will usually anticipate problems you have not thought of yet.
5. How often will I hear from you, and how?
The NDIS suggests asking how often you will hear from your plan manager and whether they change their service to suit your communication needs. Ask whether you get a named contact or a shared inbox, and what their usual reply time is.
6. Will we have a start-up meeting and a written service agreement?
The NDIS suggests asking whether they hold a meeting at the start of your plan so you understand what is involved. Its guide to plan-managing your funding also lists creating a service agreement with your plan manager as a step. It should cover the supports they will deliver, how, for how long and at what cost, and the NDIS says it helps to be clear about what happens if you disagree. Read it before you sign, and see our guide to what an NDIS service agreement should include.
7. Do you have any conflicts of interest?
Ask whether they have any financial or personal relationships with providers who deliver NDIS supports. The NDIS suggests raising this at your first meeting. A good plan manager will answer plainly.
8. Will I pay anything myself?
The NDIS suggests asking how much they will charge you. Plan management is funded by the NDIA, so it should not cost you anything out of pocket. Ask for that in writing. If a plan manager mentions any extra charge, ask exactly what it covers, and read our guide to NDIS plan management fees before you agree.
How to compare plan managers side by side
Once you have answers from two or three providers, put them in a table like this one. It makes the differences easy to see, and it stops a friendly phone manner from outweighing a weak service.
| What to check | A good answer | A reason to keep looking |
|---|---|---|
| Payment speed | A set number of business days, in writing | “As soon as we can”, with no detail |
| Budget visibility | Portal or regular statements showing your balance | You have to ask every time |
| Provider choice | Pays registered and unregistered providers you choose | Pushes you towards particular providers |
| Communication | Named contact, stated reply times, your preferred channel | Shared inbox and no reply times |
| Agreement | Written service agreement you can read first | Verbal promises only |
If you would rather not phone around, our list of the best NDIS plan managers shows how each provider scores on these same points. You can also tell us about your situation and we will suggest providers that fit.
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Find my plan manager — submit a free inquiryWhat happens after you choose a plan manager?
Once you have chosen, arrange your first meeting. The NDIS says your plan manager must be recorded as your “my provider” so they can be paid. You can do this in the my NDIS participant portal, tell the NDIA at your plan meeting, or call 1800 800 110.
Then tell your providers who your plan manager is, so they send their invoices to the right place. You still choose your own providers, and you can use both registered and unregistered providers.
What if you choose the wrong plan manager?
You can switch plan managers at any time, with no cost or penalty, and you do not have to wait for your current plan to end. The NDIS says to tell your plan manager before you make the change. That takes the pressure off the first decision. Our guide to how to switch NDIS plan manager walks through the steps, and our post on changing plan managers mid-plan covers what to expect part-way through a plan.
Treat your first month as a trial. Check that your first statement makes sense, send one question and see how quickly you get a useful reply, and watch whether your providers are paid when you were told they would be. If two of those three go badly, it is reasonable to look elsewhere.
Where to find plan managers to compare
The NDIS explains what a plan manager is and how to find one on its own site. To see providers side by side, use our directory of NDIS plan managers, which you can browse by state, or the best NDIS plan managers comparison for scores on the criteria above.
If you are unsure whether you need a plan manager or a support coordinator, or both, read our explainer on support coordinators and plan managers. For a fuller picture of the role, see what an NDIS plan manager does.
Frequently Asked Questions About Choosing an NDIS Plan Manager
How do I choose an NDIS plan manager?
Contact two or three plan managers and ask the same questions: how fast they pay invoices, how you will see your budget, whether they pay any provider you choose, how they communicate and whether they have conflicts of interest. Ask for a service agreement in writing. You can compare providers in our NDIS plan manager comparison.
Does it cost me anything to have a plan manager?
No. The NDIA funds plan management at about $104.45 a month as a separate budget line, and it does not reduce the funding for your other supports. Ask any provider to confirm in writing that you will not pay anything yourself.
Can I change my plan manager if I am unhappy?
Yes. You can switch plan managers at any time with no cost or penalty. See our guide to switching your NDIS plan manager for the steps.
Does it matter whether my plan manager is near me?
Plan management is mostly paperwork rather than in-person support, so location usually matters less than service quality. Some participants like a plan manager who knows local providers, and it is fine to ask about that.
Do NDIS plan managers have to be registered?
Yes. The NDIS says all plan managers must be registered with the NDIS Quality and Safeguards Commission. You can search for registered plan managers using the NDIS provider finder, and ask any plan manager for their registration details before you sign up.
Can my plan manager tell me which providers to use?
No. You choose your providers and your plan manager pays them. Ask each plan manager whether they have any financial or personal relationships with providers, and choose one who answers plainly.
Is a plan manager the same as a support coordinator?
No. A plan manager handles payments and budget tracking. A support coordinator helps you find and organise supports. Some participants have both. Our post on the difference between a support coordinator and a plan manager explains how they fit together.