Not every Plan Management service feels the same. If communication is slow, invoices are delayed, or the service no longer feels like the right fit, it may be time to look at a different Plan Management provider.
The good news is that the NDIS says you can choose your plan manager and you can also change plan managers during your plan.
Can you change plan managers?
Yes. The NDIS says that if you want to change plan managers, you need to tell your current plan manager. They should provide information about your plan and help you change. Participants can also record, change or remove a plan manager at any time by speaking with their my NDIS contact, calling the National Contact Centre, emailing the NDIA or using webchat.
Steps to make the change
Start by reviewing your current service agreement. Check whether there is a notice period, and make sure you understand what happens to unpaid invoices and reporting.
Next, choose your new provider. Ask how they handle invoice turnaround times, reimbursements, statements, communication and provider follow-up.
Then confirm the handover. A clean handover usually includes a final statement, a clear list of unpaid invoices and confirmation of when the old service will end and the new one will start.
If your plan is in the NDIS new computer system, the NDIS says the new plan manager becomes responsible for outstanding invoices once they are recorded, so timing matters.
What to ask before you switch
Ask practical questions such as:
- How quickly are provider invoices processed?
- How often will I receive statements?
- Who do I contact if there is a problem?
- Will you speak directly with providers if something is missing?
If you also have more than one service involved, Support Coordination can help keep providers and paperwork aligned during a change.
How to avoid payment delays
Try not to overlap old and new arrangements without clear dates. Make sure providers know where to send invoices. Keep copies of your service agreement, final statement and any outstanding claims.
Do you need the NDIA to approve the change?
No. Plan Management funding sits in your plan and you choose who provides it. You do not need permission, you do not need a reason, and you are not required to explain yourself to the plan manager you are leaving.
What does need to happen is that the NDIA knows who your plan manager is, so payments go to the right place. Your new plan manager will normally handle that with you.
Invoices caught in the middle
This is where switches go wrong. There are almost always invoices already sitting with the old plan manager when you leave.
- Ask the outgoing plan manager for a list of anything unpaid or in progress.
- Agree a clear cut-off date with both, and tell your providers what it is.
- Ask providers to send anything dated after the cut-off to the new plan manager.
- Check a fortnight later that nothing has fallen down the gap.
A provider whose invoice goes unpaid for six weeks because it landed with the wrong plan manager will not blame the plan manager. They will chase you.
Timing it well
If a plan reassessment is coming up in the next month or so, it is usually easier to switch just after the new plan starts rather than just before. Fewer invoices in flight, and a clean line between old and new.
Otherwise, any time works. There is no need to wait for a plan anniversary.
What good looks like after the switch
Within the first month you should be able to see what has been claimed, get a straight answer on your remaining budget, and reach a human who knows your name. If you are chasing your plan manager for basic information, that is the same problem you just left.
For how Plan Management compares with the alternatives, see Plan Management vs self-managed vs NDIA-managed.
A better fit can make a big difference. For easy-to-deal-with support from a real team, contact Taylor Made Outcomes.
Official NDIS source: Plan management
