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DOCUMENT 1
FOI 23/24-1325
From:
s47E(d) - certain operations of agencies
To:
xxxxxxx.xxxxxx@xxx.xxx.xx
Subject:
NDIS explained [SEC=OFFICIAL]
Date:
Friday, 27 October 2023 12:12:00 PM
Attachments:
image004.png
image005.png
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DA0726_NDIS explained.pdf
MC23-002036-Hughes.pdf
Dear Senator
Please find attached the refreshed guidebook, NDIS explained, and an
accompanying letter from the Hon Bill Shorten MP, Minister for the National
Disability Insurance Scheme. This guidebook has been developed to support you
and your office to further understand the NDIS and assist you in responding to any
queries or concerns raised by constituents. For more information about who to
contact if you receive an enquiry, please refer to the attached letter from Minister
Shorten.
National Disability Insurance Agency
E s47E(d) - certain operations of  @ndis.gov.au
agencies
NDIA logo
The NDIA acknowledges the Traditional Custodians of Country throughout Australia and
their continuing connection to land, sea and community. We pay our respects to them
and their cultures and to Elders past, present and emerging.
Page 1 of 39

FOI 23/24-1325
DOCUMENT 1.1
THE HON BILL SHORTEN MP 
MINISTER FOR THE NATIONAL DISABILITY INSURANCE SCHEME 
MINISTER FOR GOVERNMENT SERVICES 
MEMBER FOR MARIBYRNONG 
Senator Hollie Hughes 
xxxxxxx.xxxxxx@xxx.xxx.xx 
Ref: MC23-002036 
Dear Senator 
I am writing to ensure you have what you need to respond to constituent enquiries about 
the National Disability Insurance Scheme (NDIS). 
The National Disability Insurance Agency (NDIA) have developed a guide to support 
you and your office to:  
• understand what the NDIS is and how to apply
• explain how a participant should get ready for a planning meeting and creating a
plan
• explain how participants should work with providers
• answer Frequently Asked Questions.
Additionally, the guide includes what to do if you receive feedback about the NDIS. 
The Member and Senators Contact Officer (MaSCO) service provides a direct link 
between Members of Parliament (MPs) and Senators and the NDIA. This service can 
assist your office to resolve queries or concerns raised by constituents.  
If your office receives an enquiry from a constituent, a direct representation can be 
made to the MaSCO team by emailing s47E(d) - certain operations of  @ndi
agencies
s.gov.au. The team will 
investigate the matter and report back to you.   
To ensure the MaSCO team is best placed to respond to your constituent’s enquiry, 
there are some steps recommended for your office to take prior to making a 
representation to the MaSCO team:  
1. Ensure you have received sufficient personal information to enable the NDIA to
locate the participant’s file including the participant’s full name, address, phone
number and/or email address and most importantly the NDIS participant number
(a 9 digit number (43x xxx xxx)).
2. Ensure there is sufficient information for the NDIA to investigate and resolve
the concern. For example, has the constituent provided detail regarding their
issue and what attempts they have made to resolve their concerns before raising
the matter with your office.
Page 2 of 39

3.  Wherever possible, obtain written c
FOI  onsent for
23/24-1325  their personal information to be 
shared between the NDIA and your office. If written consent is not available,  
the NDIA will seek to obtain consent as part of our engagement with them. 
 
4.  Consider if the matter raised is a specific NDIS participant/provider related 
concern, or perhaps the matter concerns an allegation of fraud or wrongdoing, 
which would be best directed to the NDIS Quality and Safeguards 
Commission.   
5.  Where possible encourage your staff to use the enquiry template. They can email 
s47E(d) - certain operations of  @ndi
agencies
s.gov.au to receive the template. 
 
I recently announced the addition to the MaSCO service to include phone numbers to 
further enhance the efficiency of the service. This addition will enable to you to reach 
out to your MaSCO contact and discuss enquiries that have previously been sent to the 
s47E(d) - certain operations of  @ndi
agencies
s.gov.au mailbox.  
  State/Territory 
MaSCO contact 
Phone number 
New South Wales 
s47F - personal privacy  
s47F - personal privacy  
Australian Capital 
Territory 
 
Victoria 
s47F - personal privacy  
s47F - personal privacy  
 
 
 
 
Queensland 
s47F - personal privacy  
s47F - personal privacy  
Western Australia 
 
South Australia 
s47F - personal privacy  
s47F - personal privacy  
Tasmania 
 
Northern Territory 
s47F - personal privacy  
s47F - personal privacy  
 
 
If you have any questions about the MaSCO service, please email 
s47E(d) - certain operations of  @ndi
agencies
s.gov.au    
 
I trust this information is of assistance to you and your office. 
 
Yours sincerely 
 
   
 
Bill Shorten MP 
   
27/10/2023
Page 3 of 39
1 
DOCUMENT 1.2
FOI 23/24-1325
ndis.gov.au 
NDIS 
explained 
A guide for Australian 
senators and members 
October 2023 
Page 4 of 39
2 
FOI 23/24-1325
Acknowledgement of Country 
The NDIA acknowledges the Aboriginal and 
Torres Strait Islander peoples of this nation and 
the Traditional Custodians of the lands across 
which our Agency conducts our business. 
We pay our respects to the custodians of the 
land on which we work as well as their ancestors 
and Elders, past, present and emerging. 
The NDIA is committed to honouring Aboriginal 
and Torres Strait Islander peoples’ unique cultural 
and spiritual relationships to the land, waters, 
seas and their rich contribution to society. 
y Charmaine Mumbulla. 
ork ‘Belonging’ b
Artw
Page 5 of 39
3 
FOI 23/24-1325
Contents 
From the Minister 
4 
From the Board Chair & CEO 
6 
What is the NDIS? 
8 
The NDIS by the numbers 
10 
Getting the NDIS back on track 
12 
The participant journey 
18 
The provider journey 
22 
NDIA Members and Senators Contact Officers 
26 
Engaging with the NDIS 
29 
The NDIS Quality and Safeguards Commission 
30 
Frequently asked questions 
32 
Connecting people with the NDIS 
34 
Page 6 of 39

4 
FOI 23/24-1325
From the 
Minister 
As Minister for the National Disability Insurance 
Scheme (NDIS), I have the ongoing privilege of 
working alongside many great Australians from the 
disability movement – fierce campaigners who fought 
for a legacy that would ultimately change the lives of 
hundreds of thousands of people with disability. 
Page 7 of 39

5 
FOI 23/24-1325
It’s now been a decade since the NDIS was 
The investment’s 10 key initiatives include 
first legislated in 2013. It was and remains 
enhancing the NDIA’s lifetime planning 
a bold initiative. The NDIS provides needs-
approach, better supporting participants 
based funding to offer Australians with 
to manage their plan within budget, and 
profound disability the opportunity to live a 
furthering Scheme access to people in 
fulfilling life. And it is here to stay. 
remote and First Nations communities. 
But for the NDIS to thrive, and for even 
Crucially, we are also leveraging the new 
more Australians with disability to 
Fraud Fusion Taskforce by cracking down 
experience its lifelong benefits, we need 
on fraud and non-compliance through the 
to deliver systemic reform. And that’s not 
simultaneous investigations of hundreds of 
just across the Scheme itself, but the entire 
millions of dollars in payments. 
disability support ecosystem. 
Australians know the NDIS is as 
The Australian Government has 
fundamental to our social democracy as 
commissioned an expert panel to conduct 
Medicare and universal superannuation, fair 
an independent review of the NDIS that 
pay and the pension. 
has people with disability at its heart. 
Co-chaired by Professor Bruce Bonyhady AM 
As members of parliament and senators, 
and Ms Lisa Paul AO PSM, the NDIS Review 
you can play an important advocacy role – 
is guided by participant and community 
both in the chamber and in the community. 
feedback with a commitment to restore 
I trust that the information contained 
trust and confidence in the Scheme. 
within this guide will assist you to promote 
and empower the Scheme for generations 
The NDIS Review will look at the design, 
to come. 
operations and sustainability of the NDIS. It 
will also look at ways to make the market 
and workforce more responsive, supportive 
and sustainable. It will report back to me 
by the end of the month. 
In the meantime, our government has 
already begun systemic reforms to get the 
NDIS back on track. This year’s Budget is 
investing more than $720 million over four 
years from 2023-24 to lift the capability 
and capacity of the National Disability 
The Hon Bill Shorten MP 
Insurance Agency (NDIA), improving its 
Minister for the NDIS 
systems and ensuring every dollar goes to 
supporting participants. 
October 2023 
Page 8 of 39


6 
FOI 23/24-1325
Kurt Fearnley AO 
Rebecca Falkingham PSM 
Chair, NDIA Board 
Chief Executive Officer, NDIA 
From the 
Board Chair 
and CEO 
We are honoured to be leading the National Disability 
Insurance Agency (NDIA) as we enter the second 
decade of delivering the Scheme. It’s a critical time 
for the Agency and Scheme, as we adjust our focus 
and pave the way for better support for people with 
disability today and into the future. 
Page 9 of 39
7 
FOI 23/24-1325
The NDIA supports more than 610,000 
By increasing the number of hospital 
participants across the country, including 
liaison officers and NDIS hospital discharge 
more than 95,000 children with an 
planners, the NDIA has improved hospital 
approved plan. Significantly, as a result 
discharge rates. 
of the Scheme, more than 370,000 
participants are accessing supports related 
We continue to work in partnership with 
to their disability for the first time. 
the disability community to design and 
implement Scheme reforms through a 
More than half of parents and carers 
co-design program centred on amplifying 
of participants are now in paid work, 
the voice of people with disability. The 
showcasing both the transformative effect 
Participant Safeguarding Policy was co-
of the NDIS on individual lives and the 
designed with NDIS participants and the 
positive impact on economic and social 
disability community. The NDIA is also 
community outcomes. 
collaborating with the First People Disability 
Network to co-design a new First Nations 
We have learned many lessons since the 
Strategy. 
NDIS was first trialled 10 years ago, and 
our focus is now on reform. We are working 
We are also working to build and support a 
closely with the NDIS Review, and will be 
more diverse workforce within the Agency. 
guided by its findings in how we improve 
Disability, First Nations and LGBTIQA+ 
the Scheme.  
inclusion plans, developed through 
consultation, will help us to drive an 
By putting people at the centre of the 
inclusive culture. 
NDIS, we are working on building trust, 
confidence and pride in the Scheme. We 
While we acknowledge the challenges 
are making NDIS plans more transparent 
ahead, we continue to implement 
and flexible, and in turn making life easier 
changes to improve outcomes and remain 
for participants to achieve better outcomes. 
committed to ensuring the NDIS is the best 
it can be for participants.  
We have enhanced support for decision-
making, and home and living, allowing 
participants to have greater control 
over their NDIS journey through a new 
Kurt Fearnley AO 
Supported Decision-Making Policy. We 
Chair, NDIA Board 
have also reinvigorated our focus on 
Rebecca Falkingham PSM 
specific cohorts, including culturally and 
Chief Executive Officer, NDIA 
linguistically diverse (CALD) and Aboriginal 
and Torres Strait Islander peoples. 
October 2023 
Page 10 of 39
8 
FOI 23/24-1325
What is the NDIS? 
The NDIS is Australia’s national scheme for people with disability. 
It provides funding to eligible people with a disability, based on their 
individual needs. People with disability remain at the centre of decision-
making, through the principles of reasonable and necessary supports and 
individual choice and control. 
The NDIS focuses on early intervention where early supports can reduce 
the impact of disability on you or your child. The NDIS also connects anyone 
with a disability to services in their community. This includes connections 
to doctors, community groups, sporting clubs, support groups, libraries and 
schools, as well as providing information about what support is provided by 
each state and territory government. 
The NDIS is administered by the National Disability Insurance Agency (NDIA), 
an independent statutory agency. The NDIS now supports more than 610,000 
Australians with disability to access the services and supports they need. 
Learn more 
about the NDIS 
Page 11 of 39
9 
FOI 23/24-1325
Who delivers the NDIS? 
The National Disability Insurance Agency (NDIA) 
The NDIA is the independent government organisation that runs the NDIS. The NDIA 
makes decisions about whether someone is eligible to become an NDIS participant 
and, if so, how much funding they will receive. This is based on legislation called the 
NDIS Act 2013 which sets out what supports and services are considered reasonable 
and necessary for the NDIS to fund. 
Local area coordination (LAC) partners 
Local area coordination partners are community-based organisations that the NDIA 
funds to help deliver local area coordination services in some parts of Australia. Local 
area coordination partners work with people with disability aged 9 to 64. For most 
people in this age range, a local area coordinator will be their main point of contact 
for the NDIS. 
Local area coordinators work with all people with disability, not just NDIS participants. 
They can: 
• help all people with disability to connect with supports, activities in their
community and other government services to meet their needs
• share information about the NDIS and help people access the NDIS if needed
• work with NDIS participants to help them use their NDIS plan
• work in local communities to help them become more accessible and inclusive for
all people with disability.
Early childhood partners 
The early childhood approach helps children younger than 9 who have a 
developmental delay or disability. Early childhood partners deliver the early 
childhood approach. 
Early childhood partners employ early childhood educators and allied health 
professionals who help children and their families access supports and services that 
are tailored to the child’s individual needs and circumstances. 
Early childhood partners also help with connection to other appropriate supports 
such as community health services, playgroups and educational settings. 
Page 12 of 39
10 
FOI 23/24-1325
The NDIS by the numbers 
At 30 June 2023, more than... 
610,000 
Australians are currently 
accessing the NDIS 
390,000 
participants are receiving 
supports for the first time 
17,000 
children are currently accessing 
connections through the early 
childhood approach 
9,000 
organisations and sole traders 
are actively providing supports 
across Australia 
Page 13 of 39
11 
FOI 23/24-1325
Participant outcomes  
from Scheme entry to most recent plan reassessment (at 31 March 2023)
Participation in community and social activities 
An increase by 7 percentage points from 35% to 42% 
for all participants aged 15 years and older. 
Participation in paid work for participants with autism 
An increase by 12 percentage points from 9% to 21% 
for participants aged 15 to 24 with autism. 
Participation in paid work for participants with an intellectual disability 
An increase by 9 percentage points from 11% to 20% 
for participants aged 15 to 24 with an intellectual disability. 
Participation in paid work for parents/carers of participants 
An increase by 6 percentage points from 46% to 51% for parents/carers of participants
aged 0 to 14 years who have been in the NDIS for at least two years. 
Positive perceptions of whether the NDIS 
has helped with choice and control 
An increase by 10 percentage points from 67% to 77% for participants aged 15 years
and older, from first reassessment to most recent reassessment. 
Explore the 
Read the latest 
latest data 
quarterly report 
Page 14 of 39
12 
FOI 23/24-1325
Getting the NDIS 
back on track 
The Australian Government is getting the NDIS back on 
track by improving outcomes for participants and ensuring 
the sustainability of the Scheme for future generations. 
Reforming the agency which delivers the Scheme and 
ensuring every dollar goes to NDIS participants is an 
important part of the government’s strategy in the 
2023-24 Budget to create more opportunities for more 
Australians and improve government services. 
Page 15 of 39
13 
FOI 23/24-1325
As a first step, the Budget commits a total 
of $910 million over 4 years to improve the 
Better planning 
NDIS, and support and safeguard people 
with a disability and the Scheme. 
$73.4 million to better support 
participants to manage their plan 
This includes $732.9 million to improve the 
within budget, including assistance 
effectiveness and sustainability of the NDIS 
from the NDIA during the year and 
which will uplift capability, capacity and 
holding plan managers, support 
systems to better support participants: 
coordinators and providers to 
account. 
Capability 
$429.5 million investment in 
the NDIA’s workforce capability 
Independent living 
and systems resulting in better 
$56.4 million to strengthen 
consistency and equity in decision-
supported independent living 
making for access and planning 
decisions, including by introducing 
decisions for NDIS participants. 
a home and living panel with 
highly trained staff to improve 
consistency across decisions and 
updating guidelines for planners to 
Flexibility 
improve participants’ ability to live 
independently. 
$63.8 million to take a lifetime 
approach to ensure plans are more 
transparent and flexible for life events. 
Blended payment trial 
$24.6 million to work with 
Evidence-based supports 
participants and providers to trial 
$29.3 million to support the quality 
blended payment models, to 
and effectiveness of services provided 
increase incentives for providers 
to participants, through improving 
to innovate service delivery and 
oversight of services and increasing 
improve outcomes. 
take up of evidence-based supports. 
Fraud 
First Nations and 
$48.3 million to crack down on fraud 
remote communities 
and non-compliant payments in the 
$7.6 million to pilot approaches to 
Scheme and to develop a business 
partner with communities to improve 
case for new IT platforms and 
access to supports in remote and First 
systems to detect and prevent fraud 
Nations communities. 
and non-compliant payments. 
Page 16 of 39

14 
FOI 23/24-1325
Suzanne shares her 
journey to reduce 
mental health stigma 
Suzanne is an Australian-Vietnamese fashion and 
mental health advocate who is empowering and 
inspiring others to take control of their mental health 
– and she’s also a fierce supporter of the NDIS. 
Page 17 of 39
15 
FOI 23/24-1325
The 31-year-old Brisbane local and NDIS 
‘The major highlight of getting the NDIS 
participant, who was diagnosed with 
was how the NDIS helped support me in 
bipolar disorder a few years ago, was 
my driving and building up confidence in 
only 14 when she had her first psychotic 
driving. I am a confident driver now; I drive 
episode. She was hallucinating, hearing 
to work for my full-time job.’ 
voices and had frequent panic attacks. 
Suzanne said given her heritage, one of the 
‘I really struggled with getting assessments 
biggest challenges was feeling as though 
in on time and was really stressed all the 
she needed to suffer in silence and pretend 
time around school. I remember calling 000 
everything was okay. 
and needing emergency help. I then stayed 
for 3 months for my first psychiatric ward 
‘It is so common in the Asian cultures 
admission,’ Suzanne said. 
to just “harden up” and “get over it”. 
Therefore, the work I do as a Vietnamese 
‘I remember I was always using the 
person, I try to break the stigma and share 
hospital system as the only way to cope. 
my story,’ she said. 
I didn’t know much about community 
support and how to reach out to the 
As a sought-after mental health and fashion 
community instead of the hospital system. 
advocate, Suzanne’s story of courage and 
perseverance has touched the lives of 
‘It was not until I was 25 or so that I 
thousands of people, with many reaching 
started taking control of my mental health. 
out to thank her for sharing her experiences. 
I use my Bipolar diagnosis to advocate, 
empower and inspire others through my 
‘I’ve had people share that my story was 
survival and storytelling. 
very relatable. I even had one lady who 
started crying, I believe it was tears of joy, 
‘My mental illness is my superpower, and I 
in front of me and said that she, too, has 
am no longer ashamed about my mental 
Bipolar and feels alone in her diagnosis 
illness. I speak openly, confidently, and 
and my story really resonated with her,’ 
honestly about my experiences.’ 
Suzanne said. 
Suzanne said she was ‘one of the lucky 
‘I love when others come up to me after 
ones’ who was able to access the NDIS 
hearing me speak. It makes me feel so 
during its trial in Queensland, thanks to 
empowered and amazing that I can touch 
support from Carers Queensland’s NDIS 
lives in different ways positively.’ 
local area coordination, partner in the 
community program. 
Suzanne said the best part about being 
in the world of fashion is going to events, 
As a person from a culturally and 
meeting people and telling them she’s a 
linguistically diverse background, Suzanne 
mental health and fashion blogger. 
says she’s always felt supported in the 
right way. 
For those living with mental health 
disability who are yet to embark on their 
‘I am very lucky and blessed. I also have a 
NDIS journey, Suzanne urged them to hold 
really good support team and, a wonderful 
on to hope. 
support co-ordinator who knows and 
understands me,’ she said. 
‘There’s a light at the end of the tunnel. 
There’s always a silver lining. Keep on going 
and don’t give up on life,’ she said. 
Page 18 of 39

16 
FOI 23/24-1325
From hard knocks to 
happiness, Tua sings 
from experience  
Tua has suffered hardship, pain, and loss. 
But now the creative and determined 56-year-old Sydney 
musician is creating a happy life, with support from the 
NDIS. The proud and soulful Polynesian woman is preparing 
to release her first recording, ‘I’m still standing up’. 
Page 19 of 39
17 
FOI 23/24-1325
‘It’s about struggling and feeling defeated 
‘Prior to getting on the NDIS I was in a 
but making the choice to live my best life 
really bad way. Now I see life differently 
and not feel sorry for myself,’ Tua says. ‘I’m 
because I’m able to do the things that 
in constant pain. That can be depressing, 
improve how I feel,’ Tua says. 
but thanks to the NDIS, I have the 
opportunity to do what I love.’ 
Tua’s support workers enable her to do 
those things, and she is grateful that they 
Tua lives with dystonia, associated with 
are positive and encouraging. ‘I consciously 
Parkinson’s disease. Her chronic pain, which 
choose people who want to walk with 
sometimes causes tremors and cramps, is 
me on my journey. They care, and that’s 
partly managed with medication. 
important. They’re like mates. I’m very 
lucky,’ she says. 
Music is Tua’s release. ‘I’m floating on 
clouds when I sing,’ she says. ‘It makes 
Soon after accessing the NDIS, one of Tua’s 
such a difference to how I feel about 
support workers talked to her about choice 
myself and my life.’ The NDIS supports 
and living her best life. ‘I choose to do what 
Tua’s musical journey with funding 
makes me happy, like music, and now I’m 
towards her community, social, and 
also doing art.’ 
recreational activities. 
Tua also has NDIS funding for a 
Tua’s music is more contemporary than the 
chiropractor, physiotherapist, and 
singers who have influenced her: Doris Day, 
an exercise physiologist who runs a 
Ella Fitzgerald, and Billie Holliday. But Tua is 
‘Parkinson’s Warrior’ program, focusing on 
making her own tunes now, and it’s having 
movement, balance, and fall prevention. 
a huge influence on her wellbeing. 
‘The Parkinson’s Warrior program has been 
fantastic. It has improved my balance and 
‘I love making music. It puts me on another 
coordination,’ Tua says. 
planet, another level,’ Tua says. 
Tua believes her physical improvement is 
Tua sings and plays all the parts on her first 
linked to the way she feels about herself. ‘I 
track. ‘My goal was to create professional 
have improved because my mental health 
sounding music in a studio. Thanks to the 
is better,’ Tua says. 
NDIS I’m achieving that goal,’ Tua says. 
‘The recipe for happiness is to choose to do 
Tua’s journey towards a better life has not 
what you love. The NDIS has given me the 
been easy. A few years after Tua’s diagnosis 
opportunity to make those choices. Even 
in 2017, her relationship broke down and 
though I can’t change my Parkinson’s, 
she lost her job. 
every day when I wake up, I’m happy to 
Then she became homeless, living in crisis 
wake up.’ 
accommodation and transitional housing 
for 7 months before being offered social 
housing. During this time, her mother passed 
away. When her friends suggested she apply 
for the NDIS, it was a turning point. 
Read the latest NDIS 
participant stories 
Page 20 of 39
18 
FOI 23/24-1325
The participant journey 
1  Applying 
2  Creating a plan 
3  Using a plan 
4  Reassessing a plan 
Page 21 of 39
19 
FOI 23/24-1325
1  Applying 
2  Creating a plan 
The NDIA makes decisions about who can 
To get ready for a planning meeting, 
access the NDIS based on the information 
participants should think about their 
they provide about their disability and how 
immediate support needs and their current 
it impacts on their day-to-day life.  
and future goals. 
To be eligible for the NDIS, a person must: 
Examples of things participants will be 
asked about in their first NDIS planning 
•  have a permanent disability that 
conversation include: 
significantly affects their ability to 
take part in everyday activities or a 
•  their personal details 
developmental delay 
•  their community and mainstream 
•  be less than 65 years old when they 
supports 
first access the NDIS 
•  how to manage everyday activities 
•  be an Australian citizen, permanent 
•  their safety, including equipment, 
resident or hold a Protected Special 
accommodation or help to take care of 
Category visa 
themselves or their home 
•  live in Australia. 
•  the goals they want to achieve 
If a person meets the access requirements 
•  ways to manage their plan 
outlined on the NDIS website, they can 
start an access request over the phone by 
•  the support they need to use their NDIS 
calling the NDIA on 1800 800 110. 
plan. 
In this phone call, they will be asked to 
At the end of the planning conversation, 
provide the following information: 
the NDIA will talk to the participant about 
their next steps, including how their plan 
•  Name, age, where they live and 
will be reviewed and how to start using the 
residency status 
funding in their plan. 
•  Evidence of age and residence 
•  Evidence of disability and how it impacts 
them 
•  Current and relevant reports from health 
professionals 
•  Permission to talk to other people about 
their disability. 
Apply to 
access the NDIS 
Page 22 of 39
20 
FOI 23/24-1325
3  Using a plan 
Once a participant’s plan is approved, further support will be provided so they understand: 
•  different budgets and how funding can be used 
•  who can help with using the plan, and  
•  the different options for managing a plan. 
A participant’s plan will include the following information: 
 Basic information 
Goals 
This section includes basic information 
This section includes the current goals the 
about the participant’s disability, their day-
participant would like to pursue as part of 
to-day activities, where they live, who they 
their plan and the long-term goals they 
live with, or who cares for them. 
have identified for their life. Goal setting 
is an important part of the NDIS. The 
supports a participant receives may help 
 Family and friends 
them pursue the goals in their NDIS plan. 
This section includes information about the 
support the participant gets from family 
 Funded supports 
and friends that is not funded but will help 
them pursue their goals. 
This section tells the participant what 
funding they have been allocated in each 
support category and what this funding 
 Services and 
is for. A participant may not have all the 
  community groups 
support categories funded in their plan. 
Some people might have one or two 
This section includes information about 
support categories funded and others may 
services and supports funded and delivered 
have more. 
by community or other government 
services like support groups, health centres, 
This will depend on the participant’s 
libraries and public transport. 
individual needs and may change from 
plan to plan based on the supports and 
services they need. A participant’s funding is 
based on what is reasonable and necessary 
for their needs, in addition to the support 
provided by family, friends and other 
community and government services that 
they need to live their life. Participants must 
only use their NDIS funding on supports and 
services that are related to their disability. 
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4  Reassessing a plan 
Every NDIS plan includes a reassessment 
date. The first plan reassessment usually 
happens 12 months after the plan started. 
It is an opportunity to check if the supports 
are working for the participant and helping 
them to pursue their goals. 
The NDIS is designed to increase a 
person’s skills and independence so they 
can live a fulfilling life. As they pursue their 
goals, the amount of support they need is 
likely to change. 
Participants or authorised representatives 
have the right to ask the NDIA to vary or 
reassess their plan. If a participant is not 
happy with their plan, they can still ask the 
NDIA to review its decision. 
Learn more 
about the NDIS 
participant 
planning process 
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The provider journey 
The NDIS provides the necessary funding to people with a 
permanent and significant disability so they can access the 
supports and services they need to live and enjoy their life. 
Every NDIS participant has an individual plan that lists 
their desired outcomes, the supports they will use and the 
funding they have received. 
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What providers do 
Providers are an important part of the NDIS, delivering supports and services that help 
participants pursue their goals. 
Providers can be registered with the NDIS Commission or unregistered. 
Registered providers 
When registering, providers choose which ‘registration group(s)’ to apply for. A registration 
group is linked to the types of services they may offer. 
Registered providers can demonstrate they have met the specific quality and safeguards 
requirements as part of their marketing to potential participants. 
Benefits of being a registered provider 
Connecting and delivering 
Being part of a vibrant, 
supports to a wide range of 
innovative and competitive 
participants, including those 
marketplace. 
with NDIA-managed funding. 
Marketing your services as 
Extending your online 
being a registered provider. 
presence through the NDIS 
provider finder tool in the 
myplace provider portal. 
Accessing updates and 
information from the NDIS 
about business system and 
Accessing online business 
process changes, including 
systems through the 
tools and resources that you 
myplace provider portal, 
can use to train your staff. 
including tools to manage 
your service bookings and 
fast payment processing. 
Access to supplementary 
training modules offered by 
the NDIS Commission. 
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Who providers 
Provider 
work with 
compliance 
Plan managers and support coordinators 
Providers who deliver supports and 
create and manage connections between 
services under the NDIS must operate and 
NDIS participants and supports, offering 
comply with relevant Australian laws, rules 
participants self-direction, choice and value. 
and regulations. 
Not following the NDIS rules and 
Plan managers 
regulations is non-compliance. This 
Participants can choose to have a 
includes following the rules in the NDIS 
registered plan management provider to 
Pricing Arrangements and Price Limits. 
manage their funding and budget for the 
Non-compliance can range from a simple 
supports in their plan. 
mistake to criminal matters such as fraud. 
It can be accidental or deliberate. 
Support coordinators 
The NDIA have a range of resources to 
Support coordinators help participants to 
help providers do the right thing including 
implement supports in their plan, including 
guidance on: 
informal, government services, community 
activities and funded supports. 
•  making service agreements 
•  record keeping 
•  making claims. 
Pricing 
The NDIS Commission also has information 
and guidance on their website to help 
providers do the right thing, including the 
The NDIS Pricing Arrangements and 
NDIS Practice Standards and the NDIS 
Price Limits include a support item against 
Code of Conduct. 
which the cost of the delivery of support 
can be claimed. 
The guide lists the maximum price 
providers can claim for personal care, 
community access, domestic assistance 
and professional services. 
Participants and providers can negotiate 
lower prices. 
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Making complete, truthful and 
Record keeping 
accurate claims 
To show their claims are correct, providers 
Providers are responsible for ensuring that 
must maintain complete and accurate 
claims for payment are complete, truthful 
records of supports delivered to NDIS 
and accurate. 
participants. These include: 
The NDIA reviews claims regularly to ensure 
•  invoices 
they are compliant.  
•  service agreements 
A correct claim will show the: 
•  other documents that can validate the 
claim for supports provided. 
•  right participant 
•  exact support delivered and line item  
Providing this documentation allows the 
NDIA to verify the quantity, type and 
•  correct rate and correct date. 
duration of the support delivered if selected 
As part of their compliance monitoring, the 
for a compliance review. 
NDIA might contact providers to prepare 
information about supports and/or services 
they have been paid for. 
Learn more 
about the 
NDIS provider 
process 
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STAFF 
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NDIA Members and 
Senators Contact Officers 
The Members and Senators Contact Officer (MaSCO) 
service provides a direct link between members and 
senators and the NDIA. This service can assist your office 
to resolve queries or concerns raised by constituents. 
Call your MaSCO team 
SA & TAS 
QLD & WA 
s47F - personal privacy
s47F - personal privacy
NT 
VIC 
s47F - personal privacy
s47F - personal privacy
NSW & ACT 
s47F - personal privacy
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What to do if you receive 
a complaint about the NDIS 
If your office receives feedback 
4.  Where possible, ensure your staff are 
or a complaint regarding the 
using the template on the following 
NDIS from a constituent, a direct 
page to make representations. The 
representation can be made to the 
template outlines the information 
MaSCO team by emailing: 
needed for the MaSCO team to both 
efficiently and effectively investigate 
s47E(d) - certain operations of agencies
the matter. Your staff can either copy 
@ndis.gov.au 
and paste the template from the digital 
version of this booklet or recreate the 
They will investigate the matter and 
template themselves. They should then 
work with business areas within the 
include it in the body of an email and 
s47E(d) - certain operations of agencies
NDIA to address the concern. 
sent it to 
@ndis.gov.au. 
What information should I 
What can I expect when I refer 
include in my email? 
a complaint to the NDIA? 
To ensure the MaSCO team is best 
Once a representation is received, there is 
placed to assist in the resolution of your 
a set of service standards the MaSCO team 
constituent’s concerns, there are some steps 
adheres to. These include:  
recommended for your office to take prior to 
•  Electorate offices receive an email 
making a representation to the MaSCO team: 
acknowledgement of their representation 
1.  Ensure there is sufficient information 
within 1 business day of receipt. 
for the NDIA to investigate and resolve 
•  The constituent is contacted via their 
the complaint. For example, has the 
preferred communication method (as 
constituent provided detail regarding 
recorded in the NDIS business system) 
their concerns? What attempts they 
within 2 business days of receipt. This 
have made to resolve the matter before 
contact is to clarify the concerns raised 
escalating it to their local MP? 
and confirm next steps. 
2.  Ask the constituent if they consent to 
•  A final response and outcome will be 
their personal information being shared 
provided to the electorate office within 
between the NDIA and your office. 
21 days of the representation being 
If your constituent is not the NDIS 
received. If it is a particularly complex 
participant, ensure the participant has 
representation this may take longer, 
also consented to this. 
however, your office will be informed 
3.  Consider if the complaint is a specific NDIS 
and kept up to date. This will include 
participant/provider-related concern. 
details of the final contact and closure 
with the constituent. 
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Participant/enquirer details 
Answer 
Participant name 
Enquirer name 
Participant NDIS number  
Participant date of birth 
Participant address 
Enquirer phone number 
Enquirer email address 
Consent checklist 
Answer 
Does the enquirer have consent to 
Yes – please select all that apply: 
act on behalf of participant?   
•  Plan nominee 
•  Authorised representative 
•  Child representative 
•  Electorate office (EO) sought consent  
from participant directly and details  
were provided 
No: If no, EO should attempt to seek consent 
from participant before referring to MaSCO 
Reason for escalating complaint  
Answer 
via electorate office 
Has the participant/enquirer 
Yes – please select all that apply: 
attempted to resolve the issue 
by contacting the relevant NDIS 
•  1800 800 110 
contacts? 
•  Local area coordinator/EC coordinator 
•  NDIS contact 
No: If no, EO should encourage participant 
to approach the NDIA in the first instance to 
resolve the matter prior to escalating to MaSCO 
Issue details and desired outcome 
Answer 
Issue summary 
Desired outcome / action 
If you have any questions about the MaSCO service, please email s47E(d) - certain operations of  @ndis.go
agencies
v.au. 
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Engaging with the NDIS 
There are several ways in 
The NDIA’s 2023–24 engagement program 
which the NDIA engages with 
for parliamentarians includes: 
parliamentarians and their staff. 
•  Regular drop-in sessions at Australian 
Parliament House or virtually throughout 
the year 
•  A webinar series on understanding the 
NDIS, including information about key 
services, processes, and interfaces 
•  A quarterly online update to outline 
major announcements and changes for 
constituents in your electorate 
•  Regular email alerts with important 
information, such as details on how 
to support NDIS participants during 
disasters and emergencies. 
On request, the NDIA can support 
information sessions and community 
stalls at events hosted by your office. You 
can also contact the NDIA’s Community 
Engagement team if you have any general 
enquiries about the NDIS not being 
addressed in a complaint or representation. 
Before any NDIS events, the NDIA will 
contact your office to provide more 
information. All these events are available 
to federal MPs and senators. 
For more information, please email: 
s47E(d) - certain operations of agencies @ndis.gov.au 
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The NDIS Quality and 
Safeguards Commission 
The NDIS Quality and Safeguards Commission is the 
national independent agency established by the 
Australian Government to improve the quality and 
safety of NDIS supports and services through regulation. 
The NDIS Quality and Safeguards Commissioner is 
Ms Tracy Mackey. 
View the NDIS Quality 
and Safeguards 
Commission website 
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The role of the NDIS Commission is to 
•  conducting market oversight 
deliver nationally responsive regulation 
and research to support market 
of providers and workers (including 
development and diversification and 
compliance and enforcement) and deliver 
the adequacy, safety and quality of 
education, engagement policy research and 
NDIS supports and services 
market oversight. Its work includes: 
•  facilitating information sharing with the 
•  responding to concerns, complaints and 
NDIA, state and territory authorities and 
reportable incidents, including abuse 
other Commonwealth regulatory bodies. 
and neglect of NDIS participants  
MPs, senators and their staff are 
•  promoting the NDIS principles of choice 
encouraged to direct NDIS participants 
and control, and working to empower 
wanting to raise concerns or make a 
participants to exercise their rights to 
complaint about the quality or safety of 
access quality services as informed, 
NDIS services and supports to contact the 
protected consumers 
NDIS Commission on 1800 035 544 or at: 
•  requiring NDIS providers to uphold 
participants’ rights to be free from harm 
contactcentre@ 
•  registering and regulating NDIS providers 
ndiscommission.gov.au 
and overseeing the NDIS Code of 
Conduct and NDIS Practice Standards  
The NDIS Commission does not regulate 
•  providing guidance and best practice 
the NDIA and complaints about it and 
information to NDIS providers and 
participant plans should continue to be 
workers on how to comply with their 
referred to the NDIA. 
registration responsibilities  
Resources for providers, practitioners, 
•  monitoring compliance against the 
workers and participants are available 
NDIS Code of Conduct and NDIS Practice 
at the NDIS Commission website. 
Standards, including undertaking 
investigations and taking enforcement 
These include: 
action  
•  fact sheets 
•  monitoring the use of restrictive 
•  printable collateral  
practices within the NDIS with the aim of 
reducing and eliminating such practices 
•  Easy Read guides 
•  maintaining the Worker Screening 
•  Auslan versions 
Database for the state and territory 
•  practice alerts: comprehensive, quick 
worker screening programs to ensure 
reference and animations 
workers do not pose a risk to participants 
•  free e-learning modules. 
•  focusing on education, capacity building 
and development for people with 
For more information about the NDIS 
disability, NDIS providers and workers 
Commission, visit ndiscommission.gov.au.  
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Frequently asked questions 
What does the 
How does the NDIA 
NDIS fund? 
review decisions? 
The NDIS would typically fund a requested 
Participants can request an internal review 
support if it is related to a participant’s 
if they disagree with a decision that the 
disability needs and meets all the NDIS 
NDIA has made, such as a decision about 
funding criteria. The NDIA has developed 
their access to the NDIS, or their NDIS 
a ‘Would we fund it’ guide, which tells 
plan. Requests must be made within three 
participants how NDIA planners make 
months from the day participants receive 
decisions about what the NDIS will and 
their decision in writing. 
won’t fund. 
When a participant requests an internal 
The guide lets participants browse through 
review of a decision, they should let the 
commonly requested NDIS support 
NDIA know: 
items that the NDIA find cause the most 
confusion. For each support item, the 
•  what decision they were expecting 
guide explains how the NDIA typically 
•  why they think the NDIA should make a 
makes ‘reasonable and necessary’ 
different decision 
decisions about them. 
•  if there is any information they’ve 
For a support or service to be considered 
already given that they would like the 
reasonable and necessary, it: 
NDIA to reconsider 
•  must be related to a participant’s 
•  if they have any new evidence, such as 
disability 
medical or therapy reports, that they 
would like the NDIA to consider. 
•  must not include day-to-day living costs 
not related to the participant’s disability 
The NDIA aims to complete all internal 
support needs, such as groceries 
reviews within 60 days from the day after 
a participant’s request is received. Once 
•  should represent value for money 
the internal review is decision is made, the 
•  must be likely to be effective and work 
NDIA cannot do another internal review on 
for the participant, and 
the same decision. If a participant is not 
•  should take into account support given 
happy with the internal review decision, 
to the participant by other government 
they can also the ask the Administrative 
services, their family, carers, networks 
Appeals Tribunal (AAT) to review it.  This is 
and the community. 
called an external review. 
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How does the NDIA 
work alongside 
government? 
Many government services provide supports 
to people with disability. This includes 
the NDIS, as well as state, territory and 
commonwealth government services like 
health, education, justice and transport. 
All areas work together so people with 
disability receive support to meet their 
individual needs. Access to mainstream 
services, community-based activities and 
other government programs is a shared 
responsibility across many services.  
The NDIA and governments work together 
through the Disability Reform Ministerial 
Council to resolve any issues where their 
services interact. 
A key tool is the Applied Principles and 
Tables of Support (APTOS). APTOS outlines 
the roles and responsibilities of different 
sectors that deliver supports to people 
with disability. 
Planners and partners escalate urgent 
issues raised by participants, carers or 
providers relating to accessing immediate 
and vital supports. In response, the NDIA 
and state and territory governments work 
together to resolve any issues on a case-by-
case basis. 
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Connecting people 
with the NDIS 
You can help people make the 
Share good 
most of the NDIS and other 
news stories 
supports in their community 
by promoting them. 
If you hear a good news story relating to 
the NDIS in your electorate, you can notify 
the NDIA media team by emailing: 
Contact the NDIA 
xxxxx@xxxx.xxx.xx 
If your constituents have any questions in 
relation to the NDIS, you can direct them 
to the NDIS website (ndis.gov.au) or phone 
Share on social media 
1800 800 110. 
You can follow the NDIS social media 
For people who need translation 
pages to like and share their stories with 
or interpretation 
your community. 
Phone: 131 450 
Facebook: @NDISAus 
Twitter: @NDIS 
For people who have hearing 
or speech loss 
Instagram: @NDIS_Australia 
TTY: 1800 555 677 
Voice Relay: 1800 555 727 
For people who want to 
meet in person 
People can find their nearest NDIS office by 
visiting ndis.gov.au/locations. 
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Find upcoming 
Read the latest 
NDIS events and 
NDIS news 
information sessions 
Make your office 
Respectful language 
accessible to people 
Respectful language acknowledges 
with disability 
peoples’ preference to identify with a 
particular community or characteristic. 
Terms should not identify people without 
an understanding of personal preference. 
The Australian Human Rights Commission’s 
You should use person-first language 
IncludeAbility website has developed a 
when you don’t understand individual or 
thorough resource on creating an accessible 
community preferences. 
and inclusive workplace in relation to: 
You can cause offence when you do not 
• the physical workplace
use respectful language, even if it is well 
• workplace attitudes
intentioned. 
• workplace technology
• Don’t say a person is inspirational only
• reasonable adjustments.
because of their disability.
• Don’t write about people as if they are
Their guide will provide you with practical 
heroes or victims.
steps on how you can ensure your electoral 
office is accessible and inclusive for your 
• Avoid euphemisms and made-up
staff and constituents. You can find the 
terms, such as ‘differently abled’ and
guide at includeability.gov.au. 
‘handicapable’.
People with disability could consider these 
types of terms condescending. 
Use accessible and 
When you are making comparisons, write: 
inclusive language 
• ‘person without disability’
rather than ‘able-bodied’
Disability does not define people. 
When talking about people with disability, 
• ‘sighted person’
you should use inclusive language that 
for someone who is not blind
respects diversity. 
• ‘hearing person’
The Australian Government Style Manual has 
for someone who is not deaf
an entire section on accessible and inclusive 
• ‘neurotypical’
content, which includes a page dedicated to 
for someone who is not autistic.
the language which should be used when 
talking about people with disability. 
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DA0726 NDIS EXPLAINED — OCTOBER 2023 
ndis.gov.au 
National Disability Insurance Agency 
For people who need help with English 
  Telephone 1800 800 110 
  TIS: 131 450 
  Webchat ndis.gov.au 
For people who are deaf or hard of hearing 
Follow us on our social channels 
  TTY: 1800 555 677 
  Voice relay: 1800 555 727 
  National Relay Service: relayservice.gov.au 
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