• Claire’s story

    Leading up to the end of the her first 12 months as a registered provider Claire reviews all of her systems and bookkeeping to make sure she is meeting her registration requirements. She also wants to make sure that she’s helping her NDIS clients to meet the outcomes in their individual plans. Claire asks Dave to put together a simple survey to give to her clients in order to check her performance.

    To make sure she complies with the Provider Payment Assurance Program, Dave works a few extra hours during uni holidays to make sure that all her registration requirements are being met.

    illustration of a 2 people at a desk
  • Clive's story

    During the process of learning how to get paid through the NDIS, Clive learnt that it’s his responsibility to follow the Provider Payment Assurance Program and keep accurate records of all of his services. He keeps all of these records in a safe place so they’re ready for tax time (and if the NDIS requests them as part of any audit process). 

    Clive continues to clean Mohammed’s house each week. The two get along well and Clive enjoys his visits. To make sure he is holding up his end of their Service Agreement, Clive asks Mohammed for feedback in order to establish whether he is happy with Clive’s work. In case Mohammed is reluctant to say anything negative in person, Clive encourages him to provide feedback via email if he’s more comfortable doing it that way.

    illustration of a man beside a filing cabinet
  • Maraya's story

    Maraya realises that the reporting requirements under the NDIS are slightly different to the ones her company used for state government funding. So that they get used to the new requirements, before they start operating as an NDIS provider, they download and use the templates for Group Roster and Support Logs that are available from the Provider Toolkit.

    They also go through the Provider Payment Assurance Program and Terms of Business with a fine tooth comb to make sure that their internal processes will keep them compliant with the new requirements. Maraya puts in place a quarterly review process to make sure that the organisation stays right on top of their NDIS obligations. She knows how important it is to the whole organisation that their record keeping is of a high quality in case any of their NDIS participant records are audited.

    illustration of paper documents beside a folder

This section covers:

Completion time: 15 minutes

The NDIS supports people with disability to build skills and capability so they can participate in the community and employment, if appropriate. Participants will review their plan generally every 12 months with the support of the NDIA to make any necessary updates, although this time period may be longer or shorter depending on their individual circumstances. Core to maintaining the guiding principles of the NDIS is ensuring that participants are always receiving the care and support they need to achieve their goals. All registered providers are required to measure and report outcomes.

Meeting participants needs 

NDIS participants are completely in control of their funding and if they are unhappy with the product or service they’re receiving, they can take their business elsewhere. So it’s in the interests of both parties to ensure you’re providing the services, products and overall support that participants need. Keep your customers happy by making sure you’re asking for and receiving feedback from participants throughout the entire duration of your Service Agreement.
Watch the Leisure Networks case study to see what’s happened since they registered with the NDIS.

Key requirements for registered providers 

In addition to meeting the needs of participants, there are four key things to do to make sure your business is sustainable and that you maintain your status as a registered NDIS provider: 

  1. Comply with the four steps of the Provider Payment Assurance Program – This requires all registered providers to keep full and accurate records of supports and services to support accurate claims
  2. Measure outcomes – for your participants and for your organisation
  3. Stay up to date by checking the NDIS Provider page, making any relevant changes and responding to emails
  4. Keep your details updated on the myplace Provider Portal 

The NDIS is a flexible and innovative approach to disability services that not only places the participant at the core but also gives providers the opportunity to grow in order to meet the needs of a much larger market. The best way to maximise your opportunities within the NDIS is to deliver consistently high quality services.

illustration of a man asking a question and a woman providing an answer


What is payment integrity?

Payment integrity means the NDIS pays the right amount for the right service, provided to the right person, in line with provider and participant service agreements. A scheme with poor payment integrity is at risk of fraud, misuse, sharp practice, error, conflict of interest and corruption.

Payment integrity terms

Fraud is defined as dishonestly obtaining a benefit or causing a loss by deception or other means. A criminal offence.
Misuse is defined as using funds differently than what is agreed in the participant’s plan. Unethical behaviour.
Sharp practice is defined as intentionally cunning or misleading practice.
Error is defined as an unintentional mistake.
Conflict of interest is defined as a person or business that derives real or apparent benefit from actions or decisions made in their official capacity.
Corruption is defined as the dishonest or biased exercise of official functions. A criminal offence.