The Price Guide
When does the new Price Guide take effect?
The NDIA updates its Price Guide annually, effective from 1 July each year.
Why does the NDIA conduct annual price control reviews?
An important part of the NDIA’s role as market steward is ensuring the right balance between providers operating in a viable, competitive market and value for participants.
This is in line with the NDIA’s aim to facilitate improved economic and social outcomes for participants in a way that remains consistent with its aim to foster the development of a vibrant and innovative market for disability supports.
Where can I find the new prices for the 2018/19 financial year?
How do price changes affect participant plans?
Participant plans have been adjusted automatically in the CRM to reflect changes to price limits effective from 1 July.
Do providers have to wait until service agreements expire before charging the new prices?
Providers may not have to wait until service agreements with participants have expired before charging the new prices, if their agreement allows for this.
In all cases, providers and participants must agree on any changes to services, including prices, before the support is delivered.
Why doesn't the Price Guide list all support items?
The NDIA Price Guide is not a comprehensive list of all available supports, nor does it prescribe the only supports funded by the NDIS. The Price Guide only lists supports that are subject to price controls.
A comprehensive listing of support ‘line items’ is available under 'Support Catalogue - CSV Files' on the Pricing and Payments page on the NDIS website.
How many separate Price Guides are there?
There are four Price Guides, one for each of the following areas:
Very remote areas
The only differences between the Guides are price limits for some supports and services.
The prices for the services I provide are higher than those in the Price Guide. Can I still offer my services to NDIS participants?
Prices noted in the Price Guide are the maximum that can be claimed against NDIS participants’ budgets.
The rate you offer must be agreed with the participant prior to the support being provided.
These price limits are in place to ensure that participants receive value for money in the supports and services they receive. This is an important measure for many participants, especially in disability support markets that are immature or where there are few options for participants to choose from.
Do price limits in the Price Guide apply to self-managing participants?
No. As per the NDIS Terms of Business, self-managing participants can negotiate the prices they pay for services.
Can I upload new prices and support reference numbers in bulk to my ICT system?
Yes. CSV files containing all support line item codes, and where relevant price limits, can be found on the Pricing and Payments page on the NDIS website.
Will the NDIS pay me the same as I was getting under state or territory funding?
The NDIS is a participant led scheme, meaning participants have greater control over the support mix they choose to purchase.
For agency-managed participants, the Agency will make payments to a provider based on a participant’s assessed needs and according to the NDIS price guide. This means that there may be a difference in what a support is called and the amount of funding previously received from states and territories. As a result, providers will need to understand the Price Guide and manage the cost of their services under the NDIS.
Why is there a price difference between the funding I was previously receiving from the state government and the NDIS accepted quote?
This could be for three reasons:
1. Some services previously provided may have been split-out from the NDIS support item and may or may not still be provided by the same (single) provider (e.g. therapy, transport, SDA, etc.)
2. Some services or costs may have been funded by the State that are not funded by the NDIS
3. Some services may have been funded at different prices (e,g, repayment for overheads)
What is the role of a Plan Manager?
Plan management gives participants increased choice and control over plan implementation and utilisation with the benefit of financial and plan administrative support. A Plan Manager will assist a participant to implement and manage their plan by:
- managing, monitoring and maintaining budgets over the course of the plan
- ensuring supports are purchased in line with the plan and plan budget
- submitting payment requests to the NDIA
- paying support providers directly or reimbursing a participant for supports in line with the participant’s plan
- negotiating payment and purchasing terms of service agreements and ensuring they are in place
- maintaining records
- providing access to and oversight of a wider provider market where non-registered providers are being engaged.
Is the decision to have a Plan Manager subject to the reasonable and necessary criteria?
Where a participant requests a Plan Manager to administer their plan, the NDIA will give effect to this request without it being subject to the reasonable and necessary test under s34 of the NDIS Act.
Funding of the set-up fee (once per plan) and monthly processing cost for plan management services will be included in the participant’s plan, with funding included in the Capacity Building ‘Improved Life Choices’ budget, separate from other funded supports.
What are financial capacity building supports? And are they different to plan management?
Distinct from plan management services, a participant may have Plan and Financial Capacity Building supports in their plan to assist in developing financial management skills to manage plan funding in the future, if this is their goal.
Financial capacity building supports can support participants to strengthen their ability to undertake tasks associated with managing their supports. This is considered a reasonable and necessary support, requiring assessment under s34 of the Act.
How much can a participant be charged for plan management services?
As an NDIS registered provider, you’ll be paid in line with NDIS price limits, which are detailed in the Terms of Business and the Price Guide. The Price Guide is reviewed annually and it is important you check the latest price limits. These are typically published on 1 July each year.
Can a participant access non-registered providers when they are plan-managed?
When a participant is plan-managed they can access both registered and non-registered providers. While providers of support may not be registered, as Plan Manager you cannot pay invoices that are above the NDIS maximum prices for the supports and services listed in the Price Guide. For more information on the price controls for NDIS services visit the Pricing and Payments page on the NDIS website.
How can participants find a plan management provider?
Participants can look up plan management providers using the Provider Finder tool in myplace. The Provider Finder allows participants to search for plan management providers that are located in their area. The NDIA also publishes a list of registered providers by state on the NDIS website. It is very important you keep your contact details up-to-date in the myplace provider portal.
Local Area Coordinators (LAC), or Early Childhood Early Intervention (ECEI) Partners may also assist participants to find and connect with a Plan Manager.
Is a Plan Manager the same as a Support Coordinator?
No. While they both help participants with managing and implementing their NDIS plan, support coordination is a capacity building support funded to help participants design and implement the supports in their plan so they can live a better life.
As a participant’s confidence and capacity to implement their plan increases, funding for support coordination may decrease.
A Plan Manager’s role is to manage and monitor plan funding and submit claims to the NDIA on behalf of a participant’s providers.
Is a Support Coordinator the same as a Plan Manager?
No. While they both help participants with managing and implementing their NDIS plan, support coordination is a capacity building support funded to help participants design and implement the supports in their plan so they can live a better life. As a participant’s confidence and capacity to implement their plan increases, funding for support coordination may decrease.
A Plan Manager’s role is to manage and monitor plan funding and submit claims to the NDIA on behalf of a participant’s providers.
What is support coordination?
Support coordination is a reasonable and necessary support designed to assist participants to understand and implement the funded supports in their plan, as well as build links to broader systems of support including other government services.
There are three levels of support coordination that can be included in a participant’s plan:
- Support connection: This basic level of support is for building a participant’s ability to connect with informal, community and funded supports, enabling them to get the most out of their plan and achieve their goals.
- Support Coordination: Coordination of supports: This medium level of support will assist a participant to build the skills they need to understand, implement, and use their plan. The role of a Support Coordinator is to work with the participant to ensure a mix of supports are used to increase the participant’s capacity to maintain relationships, manage their service delivery tasks, live more independently and be included in the community.
- Support Coordination: Specialist support coordination: This is a higher level of support coordination. It is for people whose situations are more complex and who need specialist support. A Specialist Support Coordinator will assist a participant to manage challenges in their own support environment and ensure consistent delivery of service.
Depending on a participant’s individual goals, aspirations and functional requirements, the participant may receive funding for these supports in their plan.
How can a Support Coordinator assist participants?
A Support Coordinator will support a participant to understand and implement the funded supports in their plan and link them with broader systems of support, including community and other government services. A Support Coordinator will focus on supporting the participant to build skills and direct their life, as well as connect them to providers.
As a Support Coordinator, you will assist a participant to negotiate with other providers about the supports and services they will offer and how much it will cost out of their plan. Support Coordinators will ensure service agreements and service bookings are completed, and assist the participant to build their ability to exercise choice and control, coordinate their own supports and access their local community.
Support Coordinators will assist a participant to 'optimise' their plan ensuring that they are getting the most out of their funded supports. Support Coordinators will also assist the participant in planning ahead to prepare for their plan review.
During the lifecycle of the plan, a participant might experience times of intense difficulty, gaps in support or circumstances where they are at risk of harm to self or others. In these circumstances a Support Coordinator will assist the participant to navigate these critical situations.
What is the difference between support coordination and specialist support coordination?
A Support Coordinator and a Specialist Support Coordinator are very similar, however there are some key differences.
The funding for support coordination in a participant’s plan will be individualised and dependent on the participant’s own circumstances. A Specialist Support Coordinator will be funded where there are additional high or complex needs requiring the skills of a qualified and experienced practitioner such as an Occupational Therapist, Psychologist or Social Worker.
Specialist support coordination aims to reduce barriers to implementing or using NDIS plans and may involve supporting the person to interact with other human service systems such as health and justice.
How can participants find a Support Coordinator?
Participants can look up registered support coordination providers using the Provider Finder tool in myplace. The Provider Finder allows participants to search for support coordination providers that are located in their area. The NDIA also publishes a list of registered providers by state on the NDIS website. It is very important you keep your contact details up-to-date in the myplace provider portal.
Local Area Coordinators (LAC), or Early Childhood Early Intervention (ECEI) Partners may also assist participants to find and connect with a Support Coordinator.
If a participant self-manages or has a Plan Manager for their plan, can they still receive funding for support coordination?
Yes. The decision for a plan to be self-managed, plan-managed or agency managed has no effect on funding support coordination. Funding support coordination is decided by what is reasonable and necessary.
A participant cannot use their NDIS funding to pay a family member to provide them with support. This is important for the participant and their family so they can maintain good relationships. See the Guide to self-management for more information about self-management.
Can participants change providers of support coordination during the implementation of their plan?
Participants remain in control of their plan and have choice and control over who will act as their support coordinator. If a participant wants to change providers they should discuss it with their provider, and review their service agreement.
It is important to receive and manage participant feedback positively and use it as a chance for improvement. If the decision is made to change to another provider, you should support the participant’s choice and allow for a smooth transition of their services to the other provider.
What should I discuss with a participant when negotiating a service agreement?
As a provider, it is important to discuss the expectations of the delivery of services with the participant. At a minimum you should discuss the following with them:
- How support coordination, and your particular services, will help the participant to achieve their goals.
- How you avoid and manage conflict of interest in the event that you deliver other NDIS supports.
- The prices you charge.
- The process for ending a service agreement, where necessary.
Remember, participants have choice and control in the supports they receive. This means they have the choice over who provides their supports and how those supports are provided.
What is my role in supporting participants with NDIA processes, such as planning conversations, as well as internal and external reviews?
As a Support Coordinator you can assist participants to understand how they will engage and participate in NDIA processes. However a Support Coordinator's role is not to act as an advocate in NDIA processes. Advocacy services are funded separately by the Department of Social Services (see below for further information). Advocacy includes attending internal or external review meetings and hearings (including the Administrative Appeals Tribunal). As such, these activities cannot be funded from a participant's NDIS plan. This limitation also applies to attending NDIS planning conversations for the purposes of advocacy.
The Department of Social Services funds organisations through the National Disability Advocacy Program (NDAP) to provide advocacy support services to assist participants when engaging in NDIA processes. NDAP provides people with disability with access to effective disability advocacy. Advocates work with people with disability to develop their personal skills and self-confidence to enable them to advocate on their own behalf; and educate people with disability about their rights.
The Disability Advocacy Finder is an online tool to help find NDIS Appeals providers and disability advocacy agencies across Australia.
How much can be charged for support coordination services?
As an NDIS registered provider there are price controls which apply for the provision of services under the NDIS, as detailed in the Terms of Business and the Price Guide. The Price Guide is reviewed annually and it is important you check the latest price limits. These are typically published on 1 July each year.
If my organisation delivers other support services to a participant, can we deliver support coordination as well? What are the minimum conditions to take into account to reduce conflict of interest?
As a support coordination provider you must act in the best interests of participants, ensuring that participants are informed, empowered and able to maximise choice and control.
When you are delivering support coordination services to a participant, and your organisation has the opportunity to provide other NDIS supports and services to the participant, you must continue to act in the best interests of the participant and support their right to choice and control. You should not act, or be perceived to act, in a manner that places the interests of your organisation before the participant’s interests.
As outlined in the Terms of Business, “A Registered Provider must not (by act or omission) constrain, influence or direct decision making by a person with disability and/or their family so as to limit that person’s access to information, opportunities and choice and control.”
What are my responsibilities to NDIS participants who are permanent residents of a Commonwealth registered aged care facility?
Part of the role of a Support Coordinator is to assist the participant to notify the NDIA of any changes in circumstances in the participant’s life including changes to their means tested aged care fee (income tested fee for pre-1 July 2014 residents) and/or aged care accommodation costs.
Support Coordinators will assist a participant to obtain the following documentation from the aged care facility as a part of the plan review process:
- Six months of itemised Aged Care Facility tax invoices for the participant dated from the day of request.
- Residential Aged Care Fee Advice letter from the Department of Human Services.
Support Coordinators assisting participants who are a permanent resident of a Commonwealth registered aged care facility should be familiar with the Aged Care Act 1997 and the Quality of Care Principles 1997.
The fees and charges are complex and differ for each NDIS participant and may change during the life of the NDIS plan. Not all fees are claimable against the NDIS plan as some relate to the cost of ordinary living. A summary of aged care fees and charges that may appear in the NDIS plan is provided below.
- NDIS stated support item - 01_049_0155_1_1: Participants that are a permanent resident of a Commonwealth aged care facility, their plan will include a stated support item: 01_049_0155_1_1 with an annual value of $81,526.19. This item is listed in the plan to reflect NDIS funding responsibility and relates to the aged care subsidies and supplements paid to the Department of Health. This line is a stated support item and can only be Agency managed with a service booking created for the Department of Health. The value of $81,526.19 is an indicative amount only, the aged care facility does not need to claim against the plan for this item as they will continue to claim aged care subsidies and supplements for NDIS participants through the Aged Care Online System.
- NDIS stated support item - 01_050_0115_1_1: Where a NDIS participant is paying a means tested care fee / income tested care fee and/or paying for the accommodation costs through either a daily accommodation contribution or daily accommodation payment, these will be listed together on the NDIS plan under this stated support item. The amount will differ for each NDIS participant. This item can be either plan-managed or self-managed.
A Refundable Accommodation Deposit, Residential Bond, Basic Daily Care Fee and Extra/Additional Service Fee remain the responsibility of the resident and will not appear in the NDIS plan.
Market Approach (Statement of Opportunity and Intent)
What is the NDIA Market Approach?
The NDIA Market Approach is a document that explains the NDIA's role in encouraging a healthy and diverse market place for disability services and supports (market stewardship). It is particularly important as the disability services and support sector transitions to the NDIS because of the expected growth in the number and range of disability support providers and services.
The Market Approach outlines how the Agency will work with industry and the community to encourage and support major growth in the size, number and range of disability support providers and the services they offer.
Why has the NDIA produced the Market Approach?
The Market Approach has been developed to respond to feedback that there is uncertainty around the roles and responsibilities which the NDIA will undertake in the market. The Market Approach outlines that the NDIA:
- Seeks to create a new dynamic and non-inflationary market for disability supports that is equitable and sustainable;
- Will adopt a risk-based, fair and minimalist approach to regulation; and
- Has an important role as a market steward and that the NDIS Market Approach will identify key issues and themes and will guide the approach.
What are the key things the Market Approach outlines?
The Market Approach outlines:
- How the NDIA will define market-stewardship and how this affects providers;
- The context of the NDIS and the subsequent opportunities for providers;
- How the NDIA will approach the market in relation to the supply of supports and services in the NDIS marketplace; and
- The characteristics of the new NDIS Marketplace and how this changes the way providers will do business.
Are there things that the Market Approach does not cover?
The Market Approach does not seek to address the following:
- The approach to the ‘demand’ (participant) side of the market, which is addressed in the ILC Commissioning Framework; and
- The post transition quality and safeguards arrangements of the scheme, which are being addressed by the Commonwealth Department of Social Services (DSS).
- Market approaches that might apply after transition to full scheme is completed.
Why is there a need for a market steward?
The NDIA recognises that it will take time to transition to a market-based approach. A three year transition period will see a shift from a government welfare system to one where individuals choose their own supports and services, funding available will more than double, and a system that was recognised as fragmented and underfunded will be replaced. In order for a successful transition, previous experience shows that there is a need for government to oversee the change.
Did the trial site phase of the Schemes inform the development of the Market Approach?
Yes – The trials demonstrated that market mechanisms for the provision of disability support services can and do function. Trials have:
- Triggered growth for sole traders and Small Medium Enterprises (SME) in disability support services.
- Created opportunities for new providers, and providers from adjacent business sectors (e.g. sport, financial services, ICT, trades and builders), to emerge and fill gaps in the market.
This Market Approach document seems to lack detail – what will the Agency do if a large provider collapses?
The Market Approach does not seek to provide “one size fits all” solutions to problems with demand or supply in the disability support market.
The NDIA acknowledges that there is great diversity in demand and supply for disability support services across Australia (such as by geographic region, by remoteness classification, by disability types or by service types). Given there are many combinations and permutations, it is not possible to prescribe a market intervention for every scenario.
Rather, the Market Approach flags that the NDIA will monitor the market for problems with demand and supply, assess and consider those problems, determine whether a response is required. The Market Approach provides guidance on a range of market interventions which the NDIA may take, depending on the circumstances of each individual situation.
Detailed responses for specific issues and risks are being documented, in line with this Market Approach, as part of the Market and Sector Working Arrangements being developed with each jurisdiction.
Allied Health Practitioner Students and Provisional Psychologists
How can Allied Health Practitioner (AHP) students/provisional psychologists work with AHP providers and the NDIS?
The NDIA encourages innovation from providers when delivering supports to achieve participant's goals. The NDIA also seeks to develop the capacity of participants as consumers to exercise choice and negotiate with providers. Providers should talk with participants about the ways Allied Health Practitioners (AHP), students/provisional psychologists, or Allied Health Assistants (AHA) can contribute to achieving participant outcomes. It is also beneficial for the student/provisional psychologist to work with people with disability as they are more likely to choose to work in the area if they have a positive experience as a student.
Are AHP students/provisional psychologists on clinical/practice placement able to provide services to NDIS participants?
Yes, provided they are under the supervision of a qualified AHP when delivering the services, and the participant has agreed that the student may deliver specific aspects of the support. The NDIS expects that the specifics of this consent is documented in the service agreement between the provider and the participant and the arrangement results in added flexibility (e.g. lower hourly rate or additional hours of service) for the participant.
Can a registered provider charge a supplemental fee for services provided to NDIS participants by AHP students/provisional psychologists on placement?
No. The Department of Social Services Market and Workforce Development Team and the NDIA have agreed that students/provisional psychologists on professional placement under supervision (usually an unpaid role) are NOT payable separately to their professional supervisor. The supervisor can claim the relevant professional rate from the NDIS and, if agreeable with the participant, the student can provide the services under the professional's supervision. They cannot charge for the student/provisional psychologist as an AHA (or other role) in addition to the professional rate.
Would AHP students/provisional psychologists on placement be able to deliver a service (supervised by the professional provider) that was not billed?
Yes. For example, the provider might bill for a fixed number of appointments/services as agreed with the participant, but then offer extra sessions delivered by the student/provisional psychologist under supervision to effectively extend the value of the service purchased. In this scenario, the participant would essentially receive more hours of service for the same cost (as the student/provisional psychologist hours are not billed). Alternatively, the provider and participant may agree a lower hourly rate when supports are provided by a student, enabling the funding of additional hours of service.
Can an AHP student/provisional psychologist, not on placement, but employed by a provider in an appropriate capacity under the NDIS Terms of Business and Guide to Suitability, be paid for services delivered to an NDIS participant with the participant's agreement and note in a service agreement?
Yes. If a person (whether student or otherwise) is employed at the provider's practice, for example, as an AHA and appropriately supervised, they can provide that support (and it can be claimed at the appropriate AHA rate). The AHA cannot claim the AHP rate and the AHA rate for the same service.
Why is the approach for provisional psychologists the same as for AHP students?
The Psychology Board of Australia/AHPRA does not register students. Students enrolled in an approved program of study that leads to registration with the Psychology Board of Australia apply for provisional registration.
Provisional registration is the registration type that enables the individual to complete a period of unsupervised practice that is required to be eligible for general registration as a psychologist.
Use of participant funding
Am I able to provide supports to a participant for items they are not funded for within their NDIS plan?
Participants have a significant degree of flexibility and control in their NDIS plans. Providers are able to provide supports to participants as long as participants are able to use their funds in that category. The providers should claim against the line item of the support provided.
Participants are generally able to use core budget funds flexibly for other supports unless funds have been set aside for a specific purpose such as periodic payments for transport, or core budget line types.
specialist disability accommodation
in-kind supports e.g. government prepaid supports such as school transport of some therapy supports
stated items (including quotes for certain items)
Capacity-building funding is allocated across eight support sub-categories. Participants are able to use their capacity-building funding as they choose within these categories. However, they are unable to use funds from one category for supports in another category. The capacity-building support categories include:
- Choice and control e.g. training in planning and plan management
- Daily activity e.g. therapy aimed at building capacity to participate
- Employment e.g. employment related assessment and counselling
- Health and well being e.g. exercise advice required due to impact of disability
- Home living e.g. support to obtain/retain appropriate accommodation
- Lifelong learning e.g. assistance moving from school to further education
- Relationships e.g. positive behavioural support strategies to reduce behaviours of concern
- Social and community participation e.g. individual life skills development and training including public transport training and support, developing skills for community, social and recreational participation.
The Capital Support Budget relates to supports such as assistive technology or modifications to a participant's home and as such depends on quotes from suppliers. Funds within this budget can only be used for their specific purpose (e.g. a rail in the bathroom or a wheelchair) and cannot be used to fund other items.
Transport for participants
If I am providing transport to participants as part of Community Access Supports, what line item do I charge under?
Providing community access supports may also involve a worker accompanying a participant on a community outing or transporting a participant from their home to the community. In these situations, the worker's time can be claimed at the hourly rate for the relevant support item for the total time the worker provides support to a participant, including time spent accompanying or transporting the participant. Where a provider is transporting two or more participants on the same trip, the worker's time should be claimed at the appropriate group rate.
If a provider incurs costs in addition to the cost of a worker's time, for example, when accompanying or transporting participants in the community, they may negotiate with the participant for them to make a reasonable contribution towards these costs. A plan may include funding for transport supports that are paid directly to the participant. This funding can be used to meet these types of contributions, which should be clearly specified in the Service Agreement.
However, if a participant does not have transport included in their NDIS plan, or is receiving the entirety of their transport funding as period payments, they cannot be required to contribute towards transport in service agreements.
If transport is not included in a participant's plan, providers should not claim the costs under another support item. Instead, it is the participant's responsibility to pay the cost of transport. If the participant believes that transport should be included in their plan, they may request a plan review.
Adjustment of plan values due to Annual Price Review - July 2018
Why am I seeing new service bookings?
Service bookings have been automatically updated to increase plan values to reflect the 2018-2019 price limits. Service bookings relating to an accepted quote item or in kind item have not been changed.
You will also note that service bookings made at a category level have a general percentage increase, while service bookings for stated items have received a specific increase to reflect the new price limit in the 2018-19 price.
Will indexed stated item service bookings now have two of the same line items at different prices?
No. System limitations prevent a service booking from having two of the same line items. Instead the service bookings have been end dated either at 30 June 2018 or on the latest payment request service end date. A new service booking with a start date of the following day will be created and the line item in the new booking will be indexed. You will now have two service bookings. The original service booking price will not be indexed but the new service booking will.
Are providers automatically entitled to claim at the new 2018-19 prices now the service bookings are indexed?
No. Providers still need to negotiate the prices for service with their participants.
Changes to price controls or the indexation of plans and service bookings do not constitute a right to alter the original service agreement. Providers should honour the rates outlined in the service agreement unless the service agreement has allowed for an increase in the rate aligned to the price controls or the participant agrees to renegotiate the rates in light of the changes to price controls.
New Provider Portal - myplace
What is myplace?
myplace is the online portal that allows providers to view and manage their services with a participant. This includes:
making payment requests for services provided to participants
managing and viewing the details of agreements entered into with participants
viewing registration details
instant messaging with participants
How do I access myplace?
Access to myplace is through an authentication process called Provider Digital Access (PRODA) which is managed by the Department of Human Services. All providers need to have a PRODA account before they can use myplace. Once a PRODA account is created, providers can login to myplace using their PRODA username and password.
For more information and support with PRODA, refer to the PRODA step by step guide available in the Provider Toolkit.
Do I automatically get access to myplace?
No. All users of myplace will need to link their PRODA account to myplace before they can access it to manage the products and services provided to participants.
Can I assign myplace access for other staff in my organisation?
Providers will need to nominate a Primary Contact who will be responsible for approving myplace access requests for other users within their organisation.
We recommend that a Primary Contact is nominated before commencing the process for setting up myplace access or registering with NDIS.
If you are the Primary Contact for your organisation, you can approve access for additional users within your organisation. Note that all users of myplace will need to have their own individual PRODA account and any additional users requiring myplace access will need to be successfully authenticated in PRODA.
If you are the Primary Contact within your organisation, you will receive a request to approve the additional user’s access once their PRODA account has been successfully created and authenticated, and they have linked their PRODA account to myplace. When you have approved the request, the additional user will be able to access myplace.
How do I change system access levels for staff in my organisation?
Different levels of access are not available in myplace. All users that have been granted access to myplace will have the ability to add and update information.
How do I register as a provider for the NDIS?
How you register for the NDIS is dependent on where you provide services.
If you’re only operating in New South Wales and/or South Australia, you register with the NDIS Commission.
If you’re only operating in Victoria, Queensland, Western Australia, ACT, Northern Territory and/or Tasmania, you first have to apply for a PRODA account, then register with the NDIA through the myplace provider portal.
If you’re operating in NSW and/or SA AND at least one other state or territory, you must register with both the NDIS Commission and NDIA.
If I register with the NDIS Commission, do I still interact with the NDIA?
While the NDIS Commission is now responsible for the registration and regulation of NDIS providers in NSW and SA, you will continue to interact with the NDIA in the myplace provider portal for a range of functions including service bookings, payment requests and viewing participants’ plans.
If you are a provider in NSW or SA, there are now two portals to manage, however, don’t worry as you can switch quickly and easily from one portal to the other with the click of a button to complete required actions in the appropriate place.
When does the NDIS Commission start operating in my state or territory?
- 1 July 2018: NSW and SA
- 1 July 2019: ACT, NT, Qld, Tas, and Vic
- 1 July 2020: WA
How can I get an update on my registration status?
If you are a provider in NSW or SA, you will have to contact the NDIS Commission.
If you are a provider in any other state or territory, you can monitor the status of your registration application in the myplace provider portal.
Please ensure you have read the ‘Guide to Suitability’ in the Provider Toolkit, and commenced any applications for quality and safeguard checks that are required for you to be registered.
You can prepare for your access to myplace by ensuring that you have created a PRODA account.
I received my certificate of approval from the NDIS, but I still have some supports listed as ‘Pending State Approval’. What does this mean?
If you receive a certificate that shows some of your supports as ‘pending state approval’, it is because you have applied for a specialist disability support that is required to meet the quality and safeguard standards as set out in the state or territory that you intend on delivering service.
The NDIA requires evidence that you have met your state or territory quality and safeguards requirements before you can be registered. Further information is available on the NDIS website.
Please note this does not affect providers in NSW and SA. The NDIS Commission is responsible for registration decisions for providers in those states.
Authentication (PRODA) and Access to myplace
I’m an allied health professional and already have a PRODA account. Do I need another one?
No, you will be able to use your existing PRODA account to link to myplace.
Information on how to login to myplace for the first time is available in the Key Resources section of the Provider Toolkit.
How many users can register for PRODA?
There is no limit on the number of users that can register for PRODA.
You are required to nominate a Primary Contact in your organisation, and have them create a PRODA account and link to myplace first.
Once your Primary Contact is set up, they can then grant permission for other PRODA account holders to connect to myplace.
If you experience any issues with your PRODA account or have questions about setting up a PRODA account, you can call 1800 800 110.
Who should the myplace Primary Contact be?
It is up to the provider to determine who within their organisation establishes a PRODA account first for the purposes of accessing myplace.
The first person to login to myplace will automatically be identified as the Primary Contact.
The Primary Contact will be responsible for granting other people within your organisation access to your details and make Payment Requests.
When can other users have access to myplace?
After your Primary Contact has successfully connected to myplace and has approved your myplace access request.
Additional contacts can apply for their PRODA account now, but the first person to log into myplace on behalf of your organisation should be your nominated Primary Contact.
What if I need to change my Primary Contact?
Every provider is able to update their Primary Contact. Please refer to the 'Using myplace Provider Portal Step By Step Guide' in the Provider Toolkit for instructions on how to do this.
Registering for Supports / Registration groups
Which supports/registration groups should I register for?
Descriptions of each registration group, along with required professional qualifications and experience to deliver services under those registration groups, can be found in the 'Guide to Suitability' which is available in the Provider Toolkit.
When reading the Guide to Suitability, please consider whether your state/territory requires you to undergo a quality and safeguards assurance process before you can be registered with the NDIS.
Terms of Business
When can a pre-payment be authorised by the provider for supports as outlined in the Terms of Business?
The Terms of Business have been updated to make it clear that providers can only be paid in arrears.
Can I use the NDIS logo to identify as a NDIS registered provider?
No. The Registered Provider Terms of Business outlines how providers can promote their association with the Scheme. Providers may identify their NDIS registration by stating ‘Registered NDIS Provider’.
The NDIS logo and colour scheme must not be used by a registered provider in any publicity material, including use on vehicles, buildings, emails, stationery, websites and social media channels.
More information about Use of the NDIS logo is available on the NDIS website.
The Terms of Business state that “ … at least monthly invoices must be provided to participants detailing services delivered, and the amount charged for those services.” Is this arrangement required for all participants?
The Terms of Business have been updated to make it clear that providers must ensure that the participant is regularly provided with, or has access to details of, the services they have been delivered and the amount charged for those services.
This could include, for example, ensuring that a participant is reviewing their myplace account.
If a participant is unable to access myplace, then the provider must look at other ways of ensuring a participant has visibility of the services they have received.
Providers must also abide by relevant consumer laws regarding the provision of receipts and itemised bills.
The Terms of Business state that “A claim for payment is to be submitted within a reasonable time and not later than 60 days from the end of the Service Booking.” If this timeline is not met, will there still be a mechanism for providers to make payment requests?
Providers are encouraged to submit their Payment Requests not later than 60 days from the end of the Service Booking. This is necessary to support participants to manage their supports and individuals budgets.
Making Payment Requests outside of this period is strongly discouraged as it impacts the ability of participants to track their supports and budget.
Guide to Suitability
What is the Guide to Suitability?
The 'Guide to Suitability' is the key document to assist you to understand what supports you will be providing and what your obligations are as providers of these NDIS supports.
It is available in the Key Resources section of the Provider Toolkit.
Who determines if a provider is a specialist disability service?
Service types that constitute a ‘specialist disability service’ have been agreed between each state/territory, the Commonwealth Government and NDIA.
Each state is different, and you will need to read the ‘Quality and Safeguards Working Arrangements’ for your state/territory.
The Working Arrangements are available in the Guide to Suitability which is in the Key Resources section of the Provider Toolkit.
What does it mean when I have a support that is noted as ‘Pending State Approval’? What is the process I need to follow?
If you receive a certificate that shows some of your supports as ‘pending state approval’, it is because you have applied for a specialist disability support that is required to meet the quality and safeguard standards as set out in your state.
The NDIA requires evidence that you have met your State/Territories quality and safeguard requirements before you can be registered.
Further information is available on the NDIS website.
How does the NDIA address complaints and issues regarding the quality and safeguards working arrangements?
During transition providers are subject to the quality and safeguarding arrangement’s in their state/territory.
Further information can be found on the NDIS website.
What is meant by ‘best fit’?
Providers should consider the types of services they want to deliver, and read the Guide to Suitability to determine what registration group they should apply for.
The ‘best fit’ will be the registration group that aligns with (1) the services you want to deliver, and (2) your professional qualifications and experience.
The Guide to Suitability is available in the Key Resources section of the Provider Toolkit.
Service Agreements and Service Bookings
What is the difference between a Service Agreement and a Service Booking?
A Service Agreement is a formal agreement between a participant and provider. They help to ensure there is a shared understanding of:
expectations of what supports will be delivered and how they will be delivered, and
each party’s responsibilities and obligations and how to resolve any problems that may arise.
A Service Booking is the way a participant engages with their chosen provider(s) online. The service booking nominates the type of service, dates of support, and funding to be allocated to a given provider.
Do I have need to have a Service Agreement with a participant?
No. However, it is strongly advised that you do have one in place as they are a matter of best practice.
The participant has a Support Coordinator, do I work with them or the NDIA?
The role of the support coordinator is to support implementation of all supports in the plan, including providing specialist assistance where it is funded for participants with high support or complex needs. Providers should maintain contact with both the participant and their support coordinator.
Where a participant has particularly complex needs, the support coordinator will liaise with the provider about the support model and pricing, and provide this information to both the participant and the Agency. Further information can be found on Support Coordination on the NDIS website.
Is it the participant’s or the provider’s responsibility to create a Service Booking?
Either the participant or the provider can initiate the Service Booking.
If the Service Booking is initiated by the provider, it will need to be accepted by the participant. The provider can indicate the participant’s acceptance in myplace.
If the Service Booking is initiated by a participant, the provider has 21 days to accept it in myplace.
For further information on Service Bookings refer to Section 5 of the Provider Toolkit.
Can a provider make a payment request for services provided to a participant without a Service Booking?
No. Payments can only be made where a Service Booking has been created.
A Service Booking acts in a similar way to a purchase order. A Service Booking cannot be made without the available budget.
If I can’t claim now but I’m already providing supports, will I be out of pocket?
No, providers should not be out of pocket because:
Supports funded in a plan that are agreed by the participant and aligned with the Agency price guide can be claimed from plan approval using a Service Booking with a backdated start date.
Governments are continuing to monitor planned and actual transition rates and are making payment adjustments as necessary.
There may be circumstances where a participant wishes to choose a different provider for their continued provision of supported independent living services. The plan will contain both appropriate supports to sustain the existing accommodation and facilitate the participant’s goal to explore alternate housing arrangements.
How will Service Bookings be created for participants who lack the capacity or do not have Internet access to make a Service Booking in myplace? Can a provider create a Service Booking on their (or their nominee’s) behalf?
Participants can be supported by their Local Area Coordinator, Plan Manager or Support Coordinator to access on-line assistance in creating the Service Booking.
Alternatively, participants (or their nominee) can ask their providers to create and accept a Service Booking on their behalf.
The participant’s (or their nominee’s) acceptance of the Service Booking will be flagged and recorded in the system.
Do Service Bookings apply to old and new NDIS plans or just new plans?
Service Bookings will be required for all NDIS plans, including those Plans that were created before 1 July 2016.
How do Plan Managers (who make the one and only service booking) commit funds to multiple providers?
Where Plan Managers are involved, the Plan Manager will have a service booking for the delivery of Plan Management and will submit a Payment Request in myplace.
Where a participant requires services from other providers, the Plan Manager will receive invoices from providers that have a Service Agreement with the participant. The Plan Manager will verify the invoice with the participant. Once verified the Plan Manager will pay the provider on behalf of the participant.
Where NDIS plans are extended beyond their original end date, do the service booking end dates automatically extend as well?
Yes, a Service Booking can be extended as long as the plan has available budget.
This will be subject to annual review.
I’ve been told that I can’t create a service booking because plans are on hold, paused or incomplete?
Approved plans are not on hold, incomplete or paused. Some funded supports require an additional step before they can be implemented and a service booking made. These funded supports include where the participant requires an assessment or the chosen provider is required to submit a quote.
Payment Requests (previously known as claims)
Can I request payment for support provided to existing clients from the time they have an approved NDIS plan?
Yes, under the condition that a service booking has been created for this period, you are a registered provider of the NDIS and have nominated for the equivalent registration groups. The system will then allow service bookings to be created from the date the plan was approved. Provision of support will need to align with the plan and service agreement made with the participant.
Sometimes there are delays in being able to create a service booking while a provider is negotiating a quote with the Agency. This is because a service booking can’t be created without an agreed price in the participant's plan. Once the quote is agreed Providers can liaise with the participant to confirm their acceptance of the service booking. Once the service booking is completed providers can request payment for the funded support provided.
Do I need to submit payment requests in myplace for both old and new NDIS plans?
Yes, providers can submit a Payment Request in myplace for all plans including old and new NDIS plans.
How long do I have for submitting a payment request?
The Terms of Business require providers to submit a Payment Request within 60 days from the end of the service booking.
For further information on Payment Request refer to Section 6 of the Provider Toolkit.
What is the turnaround time for payments?
The Agency will endeavour to pay a provider that has submitted a valid Payment Request within 2 business days.
Are bulk uploads for payment requests possible?
Yes. A Bulk Payment Requests Step By Step Guide and video that walks you through the process of bulk uploading and explains when it should be used is available in the Provider Toolkit.
Specialist Disability Accommodation
How can I register for Specialist Disability Accommodation (SDA)?
Information on how to register for SDA is available on the NDIS website.
Please email SDAregistration [at] ndis.gov.au for further information.
Supported Independent Living
I’ve been told there are delays in processing quotes for supported independent living?
Some delays may be experienced by providers where a quote is greater than the amount specified in the Price Guide. In the majority of cases this is because the provider has included in the quote supports that are broader than assistance with and supervision of tasks of daily life. These other supports need to be ‘unbundled’ from the quote.
For instance, some providers include within their quotes supports such as coordination, transport and therapy. Where these types of supports are reasonable and necessary they are funded separately under the participant’s plan and not part of supported independent living.
How can I speed up the process so I can claim successfully?
You can reduce the timeframe for quote approval by ‘unbundling’ all the services you have agreed to deliver to the participant, and including in the quote the services that meet the definition of the support item you have been requested to provide.
For supported independent living, providers should detail their service offerings in the quote along with the prices for each service offering to the Agency to help speed up the process.
Will there be more information about how to provide a NDIS quote for supported independent living?
The Agency is developing a tool to assist providers. The Supported Independent Living (SIL) Benchmark Guide Tool has been designed to allow users to compare provider quotes to an expected price range, consisting of the NDIS benchmark and a standard SIL service. The purpose of the tool is to fast track a common understanding of the SIL service where participants and providers can create service agreements that meet the needs of both parties. The tool is currently being trialled and information on the release of the tool will be included in our regular newsletters.
Help and Support
Is there support material available for providers?
The Provider Toolkit has a range of support materials.
Who do I contact if I have questions and/or difficulties with using myplace?
In the first instance, refer to the Step by Step Guides in the Provider Toolkit.
If you need further assistance, contact NDIA by phone on 1800 800 110.
How do I keep informed about what the Agency requires me to do when providing supports to an NDIS participant?
In addition to update notices on the Provider Toolkit site, there is also sign up to the monthly Provider Newsletter to receive regular email updates. When changes are made to the myplace provider portal, you will also receive notification through the messaging system on the portal.