THE PLAN MANAGER REVIEW
Plan Tracker Plan Management review (2026)
Payment times, phone access and the questions worth asking before you choose.
01 / THE SHORTLIST
Is Plan Tracker a good fit for you?
This Plan Tracker review looks past the star rating. We read all 187 Google reviews, every written Google Play review we could access, the App Store reviews and Plan Tracker’s own published payment and approval rules. The record is unusually split, and the split follows who is reviewing and when. The right answer depends on what you need from a plan manager.
Consider Plan Tracker if you...
- Want an SMS alert for each invoice and a Sunday budget email
- Are a support coordinator who wants one place to see participant budgets
- Like being walked through the portal by a named person when you start
- Use providers who have told you they are comfortable invoicing Plan Tracker
- Are comfortable using a portal or app to check your own budget
Check first if you...
- Rely on sole traders or small businesses who need predictable payment dates
- May need to reach a person quickly by phone when a payment is stuck
- Want to approve every invoice yourself. The default is processing 24 hours after the SMS alert unless you reply HOLD
- Expect to use the mobile app every day. App-store ratings are mixed
- Need reimbursements quickly. We found no published timeframe
This is our assessment of the published service and the public review record. We have not tested Plan Tracker’s portal, call queues or payment processes. Support coordinators and new participants mostly describe helpful onboarding, while providers waiting for payment and participants chasing reimbursements describe long delays. Both can be accurate for their own situation.
02 / THE SERVICE
Plan Tracker at a glance
Plan Tracker serves participants across Australia from its Gosford, New South Wales head office. These are published facts about the service, not measured performance. Plan Tracker’s website ↗
Provider information checked 19 September 2026. We reviewed the Australian plan manager at plantracker.com.au. Planner and to-do apps also called “Plan Tracker” are unrelated and were excluded.
Portal or mobile app?
Plan Tracker publishes a portal and app in three versions. Participants see budgets, invoices and reimbursement requests. Support coordinators see plans and spending across their participants. Providers create and track invoices, with a “FastPay” option. Coordinators are the most positive about it: Julie Melehan described a user-friendly dashboard with clear budget visibility. Written app-store reviews, however, mention a white screen, repeated login failures and reinstalling the app, including in April 2026. The Apple listing says the developer has not declared which accessibility features the app supports, so ask for a demonstration on your own device and assistive technology. Apple App Store listing.
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Find my match — free →03 / CUSTOMER EXPERIENCE
Plan Tracker customer reviews
Third-party scores only — DisabilityChoice does not assign its own rating. Platform ratings checked 19 September 2026.
A 3.8 average across 187 Google reviews hides a sharp split: 120 five-star, 8 four-star, 3 three-star, 5 two-star and 51 one-star. We read every entry. 157 include written comments and 30 are rating-only, and Plan Tracker has replied to 178 of them. Kismet lists a single five-star review, dated April 2018, before the 2021 ownership change, so we give it little weight. We found no Trustpilot or ProductReview listing. Google’s search result showed a Facebook rating of 3.7 from 6 reviews, but Facebook requires a login, so we could not read or verify them, and Reddit was not accessible to our tools. Plan Tracker’s own site carries five short, unattributed, undated testimonials, which we treat as selected marketing material, not independent evidence.
How the record changes over time
Google shows only relative dates, and an edited review shows the edit date, so these periods are approximate.
| Displayed date | Reviews | Five-star | One-star |
|---|---|---|---|
| Last 12 months | 41 | 23 | 15 |
| About 1–2 years ago | 45 | 16 | 26 |
| More than 2 years ago | 101 | 81 | 10 |
Older reviews are overwhelmingly positive, and the sharpest fall is in the 1–2 year window, when 26 of 45 reviews are one-star. The last 12 months are mixed, with more five-star than one-star reviews. That recovery may partly reflect a run of coordinator reviews that name the same team member, so it is not clear proof that payments improved. Of the 55 written reviews rated one to three stars, about 41 mention invoices, payments or reimbursements and about 24 mention phone waits, callbacks or communication. These counts are keyword-assisted from our reading and describe the reviews we examined, not all Plan Tracker customers.
What participants and coordinators report appreciating
1. Support coordinators describe a portal and onboarding that work for them
Coordinators are the most consistently positive group: six of the eight written reviews that state a coordinator role are positive. The accounts below are individual customer experiences.
- Julie Melehan (Google, 5 stars, support coordinator): a user-friendly dashboard with clear, current visibility of budgets and service agreements
- Taylah Bretzke (Google, 5 stars, support coordinator): the Business Relationship Manager scheduled a portal walkthrough and explained each part
- Sarah Minton (Google, 5 stars, support coordinator): quick, efficient resources and education around the portal
- Ifa Saboor (Google, 5 stars, support coordinator business): strong support from the participant’s plan manager
"Their dashboard is user-friendly and provides clear, up-to-date visibility of budgets" — Julie Melehan, Google (5 stars, shown 5 months ago)
At least eight recent five-star reviews name the same Business Relationship Manager and describe portal walkthroughs or community events. That is good evidence of onboarding and education. It says little about how quickly a provider invoice is paid, and we cannot tell how those reviews were gathered.
2. Phone and chat staff earn personal praise
- Kevin Cav (Google, 5 stars, about 2 years ago): a live chat that resolved a registration problem in under a minute
- Kimberley Oliver (Google, 5 stars, about 2 years ago): useful live chat and an easy-to-read portal
- Jessica M (Google, 5 stars, 4 months ago): excellent communication with the coordinator and clients, and quickly processed payments
- Duke Anderson (Google, 4 stars): an hour and a half to reach someone, but the person who answered fixed the problems politely
Recurring words are helpful, patient, knowledgeable and quick. The praise is often for a named person, which suggests the quality of contact depends on who answers and when.
3. Some participants describe feeling in control
- Susanna Kemsley (Google, 5 stars, parent): staff caught provider mistakes such as wrong dates on their son’s invoices
- Wayne Dann (Google, 5 stars, edited about 2 years ago): moved from a manager they found uncooperative and could see invoices in the portal
"Nothing is too much trouble for them." — Susanna Kemsley, Google (5 stars, shown 2 years ago)
4. Some providers report prompt payment, mostly in older reviews
- Samantha Dow (Google, 5 stars, provider, about 3 years ago): invoices paid promptly and easy to reconcile, with quick answers to queries
- Omer Ozbaglar (Google, 5 stars, provider, about 2 years ago): a primary-care clinic with most participants on Plan Tracker found the system easy to use
- Victor (Google, 5 stars after edits, provider): first reported a service on 29 December 2025 not paid until 19 March 2026, then said later invoices were paid almost immediately after a phone call
These accounts show that some providers have had a good experience. Most are two to three years old, so they do not offset the recent complaints below.
Concerns raised by reviewers
1. Late provider payments are the dominant complaint since late 2024
The following reviewers, many of them providers, describe unpaid or slow invoices. These are their reported experiences, not measured payment times.
- Mia Small (Google, 1 star, provider): thousands of dollars of invoices held without explanation, four escalation calls and a formal complaint with no resolution
- Ataahua Art (Google, 1 star): an invoice unpaid more than six weeks after being amended to Plan Tracker’s requirements
- Niks Days (Google, 1 star): a month of unpaid invoices with multiple emails and no communication
- Loki Milton (Google, 1 star, provider): payments more than six weeks late, with callback-only phone access
- Curt Cam (Google, 1 star): amended invoices stalled because providers were not told to change the invoice number
- Ben (Google, 1 star, edited): still chasing a payment from the previous year despite repeated emails
- James Turner (Google, 1 star, edited, independent support worker): a dated timeline from an invoice sent on 21 September 2025, with a portal login that did not arrive and shifting explanations. A March 2026 edit says service has been fine since the early problems were resolved, but they still would not recommend Plan Tracker
"Thousands of dollars of invoices sitting with them with no explanations" — Mia Small, Google (1 star, provider, shown 5 months ago)
Delayed payment can lead providers to decline to continue services, which disrupts the participant. Rachel Neil and Joy Lyn, both providers, said they would advise or accept no new clients using Plan Tracker. Rachel also said they received no remittance slips, whereas Plan Tracker says providers receive remittance advice by email once an invoice is paid. Ask your own providers before you choose.
Plan Tracker’s published process (up to 7 business days, then 2–3 business days and sometimes 10) implies roughly a fortnight to three weeks at most. Many reviewers describe waits of several weeks to months, which is longer than that. We can’t say how common that is across all customers.
2. Reaching a person by phone or chat
- Shanaz Lambat (Google, 2 stars): rude service and very long hold times
- Fadya Younan (Google, 2 stars): phone wait times described as ridiculously long
- One reviewer (Google, 1 star): hung up after an hour’s wait; the callback never came
- brett (Google, 1 star): 45 minutes on hold, a disconnected live chat and an unanswered email
- Rolls Mags (Google, 1 star): live chat referred them to the hotline, and the hotline referred them back to live chat
"on hold 45 mins,then tried live chat got disconnected" — brett, Google (1 star, shown about a year ago)
Phone access is not cosmetic. When a payment is late, a long queue can turn a small delay into weeks. The picture is not uniform: Luke Jermaine Brown found the phone staff lovely but said invoice processing was the slowest among their six clients. Ask for the escalation route, the callback commitment and the hours of live chat.
3. Reimbursements and the participant experience
- Milly Brown (Google, 1 star): weeks to upload and pay invoices, an equipment purchase delayed, an unresolved duplicate payment and callback requests unanswered for three weeks
- Patricia Foley (Google, 1 star): repeated chasing of invoices and reimbursements, long phone waits and eight weeks for a mobility device to be paid
- Pooja (Google, 1 star, edited): a reimbursement unpaid for two weeks and unreturned messages to accounts
- Farzana Alam (Google, 1 star): two months of phoning to reconcile invoices, with two reimbursements missed
Plan Tracker says the portal is the fastest way to be reimbursed. We found no published reimbursement timeframe, so ask for one.
4. Approval defaults, budget alerts and privacy reports
- Caroline K (Google, 1 star, edited): described approval within 24 hours without oversight and a duplicate payment, and asked for a manual-approval override. The same review makes much wider allegations, which we have not verified and do not repeat
- Ella E (Google, 1 star, support coordinator): said information not meant for the coordinator was sent to them, and that they ended services for their participants
- Ashlie Hay (Google, 1 star, about 3 years ago): said they were not told when funding was low, so therapy continued until it ran out. Plan Tracker apologised in reply
The 24-hour default is stated in Plan Tracker’s own FAQ: unless you reply HOLD, it processes the claim 24 hours after the SMS alert. A single privacy report cannot show a pattern, but it is a reason to ask how consent and information sharing are handled. Current low-funding alerts and the Sunday email exist, but the weekly summary only covers invoices already received and processed.
5. Decision-making described as inconsistent
- Eddie The Head (Google, 1 star): said they were given different reasons at different times for not funding a service
- Hamish Rankin (Google, 1 star): an approval process stretched over months with no outcome
Plan managers can only pay supports that meet NDIS rules, so some rejections are unavoidable. The useful question is whether you get a written reason and a route to review it.
What Plan Tracker says has changed
Plan Tracker joined Plan Partners in July 2021. It also points to the rule changes that began on 3 October 2024, and several replies to 2024–25 complaints ask reviewers to consider them. Its own explainer on the October changes covers new support definitions and tighter checks on what can be paid. Some reviewers dispute that this explains their experience: Kylie Blocki said service was declining well before those changes, and Hayden blamed changes since new owners took over. We cannot verify either account. The timing of the complaints fits the October 2024 rules better than the 2021 acquisition, but that is an inference, not evidence of cause.
Our overall view: Plan Tracker is a credible shortlist option for people who value onboarding help, coordinator tools and a portal. It is a higher-risk choice for anyone whose providers depend on quick, predictable payment or who may need to resolve a problem by phone. Plan Tracker replies to almost every review, which shows attention, although replies often invite the reviewer to email rather than explain the fix. We would test payment and escalation arrangements more closely than for a provider with fewer recent payment complaints.
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Compare my options — free →04 / BEFORE YOU SIGN
Six questions that make the choice clearer
Use these in a call or email to Plan Tracker, and ask the same questions of any alternative. A useful answer is specific, in writing and tied to the agreement you will actually sign.
What happens when a payment is late and the phone queue is long?
Ask for the escalation contact, the callback time and the hours of live chat, and who covers when your usual contact is away.
What are the real stages and timings for a normal invoice?
Published guidance is up to 7 business days before the claim reaches the NDIA, then 2–3 business days, sometimes 10. Ask how providers are told about missing information.
Will you ever process an invoice if I do not reply?
The published default is yes, after 24 hours. Ask whether a hold, standing rule or nominee setting can change that, and get it in the agreement.
Can my usual providers tell me they are happy invoicing you?
Ask your regular providers, especially sole traders, how quickly they are paid and whether portal registration was easy.
How long do reimbursements take, and how will I hear if one is declined?
We found no published timeframe. Ask for a target, a written reason if a claim is refused and a review route.
What happens if I leave, or a provider stops working with you?
Ask for the notice period in the current agreement, a list of paid and outstanding invoices and a named handover contact.
These are decision questions, not findings that Plan Tracker has failed to provide these services.
05 / COSTS & GETTING STARTED
Plan Tracker fees and costs
NDIS PRICING SCHEDULE · EFFECTIVE 1 JULY 2026
Plan management is paid from the plan management funding in your NDIS plan, at a maximum monthly amount set in the NDIA pricing schedule. The limit is reviewed each year, so check the current figure in our fee guide.
Plan Tracker says plan management is funded when your plan includes the Improved Life Choices (also shown as CB Choice & Control) budget category. We found no participant fee on its pages.
- If your plan has no plan management funding, ask the NDIA how to request it. See the NDIA plan-managed funding guidance
- The only public Plan Tracker service agreement we found is dated June 2020, before the ownership change, and describes 14 days’ written notice by either party. Read the agreement you are actually given
- If something goes wrong, use the Plan Tracker complaints page (1800 549 670), and if it is not resolved, the NDIS Commission on 1800 035 544 or the NDIA on 1800 800 110
Joining or switching to Plan Tracker
- Check the fit. Confirm your support needs, contact preferences and how you will approve invoices.
- Read the agreement. Check responsibilities, notice terms and what happens to outstanding invoices if you leave.
- Arrange the handover. Plan Tracker says to wait until your current manager releases its service booking on the NDIS portal, then call or email. It then invites you to the portal and app and asks you to tell your providers. Participant FAQ.
06 / COMPARE YOUR OPTIONS
Compare the things that matter to you
Put Plan Tracker beside two or three alternatives. Compare how you get help when something goes wrong, what the portal lets you see, how invoices are approved and how quickly providers say they are paid. Use the same sample invoice and the same urgent-call scenario with each manager, and compare how specific the answers are.
Plan Tracker and Plan Partners are sister brands in the same group, so the Plan Partners review is a natural comparison for how a larger group handles support and payments.
PLAN MANAGER REVIEW
Plan Partners
Sister brand in the McMillan Shakespeare Group. Compare its payment and phone feedback with Plan Tracker’s.
Read the provider review ↗PLAN MANAGER REVIEW
Bright
A dedicated case manager model. Compare its phone-access and approval feedback.
Read the provider review ↗PLAN MANAGER REVIEW
My Plan Manager
A large national plan manager with its own app. Compare the app and support experience.
Read the provider review ↗You choose what matters. We help you compare.
Answer a few questions about your situation to request a free match with a plan manager on our panel.
Find my plan manager →Providers pay referral fees. Our panel does not include every provider. Already decided to speak to Plan Tracker? Visit Plan Tracker’s own website ↗
07 / COMMON QUESTIONS
Plan Tracker FAQs
Is Plan Tracker a registered NDIS plan manager?
Yes. The NDIS Commission register lists Plan Tracker Pty Ltd, ABN 69 615 948 019, as approved for plan management, in force until 19 September 2027. Check the register before signing.
Who owns Plan Tracker?
Plan Tracker joined Plan Partners in July 2021. Both are brands of McMillan Shakespeare Limited (ASX: MMS), which also lists My Plan Support among its brands. MMS company page.
How quickly does Plan Tracker pay invoices?
Plan Tracker says it most often processes invoices in a few days, asks providers to allow up to 7 business days before the claim goes to the NDIA, then says valid claims are usually paid within 2–3 business days and some take up to 10. Many reviewers describe waits of several weeks or more, so ask about your own providers’ experience.
Do I have to approve every invoice myself?
Not by default. Plan Tracker sends an SMS alert and, according to its FAQ, processes the claim within 24 hours if you do not reply. You can reply HOLD, call or email to stop it. Confirm the setting, and how it applies to a nominee or support coordinator, in your agreement.
Does Plan Tracker have a mobile app?
Yes. It publishes a portal and an app for participants, support coordinators and providers. App-store ratings are 3.5 from 37 ratings on Google Play and 2.6 from 5 ratings on the App Store, with written reports of login and white-screen problems. Ask for a demonstration on your device.
Why are there so many one-star Google reviews?
Most of the 51 one-star reviews describe unpaid or slow invoices, phone waits or reimbursement delays, and many date from the last two years. Plan Tracker has also received many five-star reviews, mostly about staff and onboarding. We cannot verify individual accounts or say how common the problems are across all customers.
Does it cost anything to use Plan Tracker?
Plan Tracker says plan management is funded through the plan management category in your NDIS plan. We found no participant fee on its pages. See our fees guide for current NDIA limits.
How do I switch to or away from Plan Tracker?
To join, register or send your plan, and wait for your current manager to release its service booking. To leave, check the notice terms in your agreement and ask for an invoice list before the handover.
I am a provider. How do I get paid by Plan Tracker?
Address the invoice to the participant and email it to invoices@plantracker.com.au. You should receive a confirmation email, and Plan Tracker asks you to allow up to 7 business days before the claim is submitted. If you do not get a confirmation, it says it has not received the invoice. Provider FAQ.
SOURCES & METHOD
How we reviewed Plan Tracker
We compared Plan Tracker’s published service information with third-party review listings, and checked business and regulatory records. This is a desk review. We did not use the service or contact Plan Tracker or reviewers. Counts of themes are keyword-assisted from our reading and rounded. They describe the reviews we examined, not the share of all customers. Reviews are the reviewers’ own accounts and have not been independently verified.
- Plan Tracker participant FAQ — payment stages, approval default, reimbursements, switching
- Plan Tracker provider FAQ — invoice timing and confirmation
- Plan Tracker complaints page — feedback and escalation routes
- Google Maps reviews — 187 reviews, 3.8 stars, all read (checked 19 September 2026)
- Google Play — 37 ratings; 20 written reviews read (checked 19 September 2026)
- Apple App Store — 5 ratings; 2 written reviews read
- Kismet listing — one review, dated April 2018
- NDIS Commission provider register — registration status; enforcement data checked 18 September 2026 update
- Australian Business Register — entity details
- McMillan Shakespeare Group — ownership and brands
- Public service agreement, June 2020 — notice terms, not assumed current
- Plan Tracker explainer on the 3 October 2024 NDIS changes — provider’s own explanation
Checked 19 September 2026. Features, fees and ratings can change. We could not access Facebook or Reddit and found no Trustpilot or ProductReview listing. Tell us about a correction.
See our reviews of other NDIS plan managers: Plan Partners, My Plan Manager, NDSP Plan Managers, MyIntegra, Leap In! and Bright. Or use our NDIS plan manager comparison to find the right fit for your circumstances.