NDIS Plan Management Explained: A Guide for Participants

Plan management is one of the most useful - and most misunderstood - features of the NDIS. In plain terms, it means a registered plan manager receives and pays invoices on your behalf, keeps a running record of your spending, and helps you get the most out of your plan budget. Best of all, it does not cost you anything extra: the NDIS funds plan management separately, on top of your other supports. If you have never had a plan manager before, or you are thinking about switching, this guide walks you through everything you need to know.

What is plan management?

Plan management is one of three ways NDIS participants can manage how their funding is spent. The other two are self-management (you pay providers directly and claim reimbursement) and agency management (the NDIA pays registered providers directly through the myplace portal). Plan management sits in the middle.

When your plan includes plan management funding, you appoint a registered plan manager. Every time a provider sends an invoice, it goes to your plan manager rather than to you. Your plan manager checks the invoice, makes sure the charges are within the NDIS Pricing Arrangements and Price Limits, and then pays the provider from your plan funds. You receive regular statements so you always know what has been spent and what remains.

What does a plan manager actually do day to day?

A good plan manager does more than process paperwork. Their core responsibilities include:

• Receiving and verifying invoices from your providers
• Claiming payment from the NDIS portal on your behalf
• Paying providers promptly (the NDIS expects payment within two days of claiming)
• Sending you budget reports, usually monthly or on request
• Flagging if your spending is tracking ahead of or behind your plan budget
• Answering your questions about what can and cannot be funded

Some plan managers also offer basic budget coaching - helping you understand how to spread your funding across a plan period so you do not run short before your review. This is not the same as support coordination, but it can be genuinely helpful.

Who pays for plan management, and how much does it cost you?

This is the question participants ask most often, so let us be direct: plan management costs you nothing out of your existing supports budget.

When your planner or LAC includes plan management in your plan, the NDIA adds a separate line of funding specifically for it. That funding sits in the Improved Life Choices support category and cannot be redirected to other supports. You do not trade off therapy hours or community access funding to pay for a plan manager.

The NDIS Pricing Arrangements and Price Limits set a maximum monthly fee that plan managers can charge, plus a one-off establishment fee when you first sign up. As of the 2024-25 pricing period, these caps are:

• Registration and establishment fee: up to $232.65 (once per plan period)
• Monthly support fee: up to $104.45 per month

These figures are subject to annual review, so always confirm the current rates with your planner or by checking the NDIS website directly.

If a plan manager wants to charge you more than the capped rates, that is a red flag - more on those later.

How to ask for plan management in your plan

If your current plan does not include plan management funding, you can request it. Here is how:

1. Contact your NDIA planner or Local Area Coordinator (LAC) and ask for plan management to be included at your next plan review.
2. Explain why it would help you - for example, you want more choice of providers (including unregistered ones), you want help tracking your budget, or you simply prefer not to manage invoices yourself.
3. If your plan review is some time away, you can also request a plan reassessment if your circumstances have changed significantly.

The NDIA cannot refuse to fund plan management if you request it and meet the eligibility criteria. It is considered a reasonable and necessary support for participants who want it.

One important benefit worth knowing: when your plan is plan-managed, you can use providers who are not registered with the NDIS Commission. Self-managed participants have this flexibility too, but agency-managed participants do not. This widens your options considerably when you are browsing NDIS providers in your area.

How to choose a plan manager

Choosing a plan manager is a bit like choosing an accountant. You want someone reliable, responsive, and easy to communicate with. Here is a practical checklist to work through before you sign a service agreement.

Questions to ask a potential plan manager

• How quickly do you pay providers after receiving an invoice?
• How often will I receive budget statements, and in what format?
• Do you have a client portal or app where I can check my balance at any time?
• What happens if I have a question outside business hours?
• Do you specialise in any particular disability type or age group?
• What is your process if an invoice looks incorrect or a provider overcharges?
• How do I give notice if I want to change plan managers?

Things to check before you sign

1. Confirm the provider is registered with the NDIS Commission as a plan manager. Only registered providers can deliver plan management.
2. Ask for a copy of the service agreement before signing. Read the notice period for ending the agreement - some providers require 30 days, others more.
3. Check that the fees quoted match the current NDIS price limits.
4. Find out whether the plan manager will communicate with your support coordinator directly, or whether you need to be the go-between.
5. Ask how they handle disputes if a provider charges for a session that did not happen.

If you are a support coordinator helping a participant find a plan manager, the support coordinator workspace on OpenWay is designed to help you shortlist, compare and share provider options with participants efficiently.

Red flags to watch for

Most plan managers do their job well and honestly. But because they handle real money, it is worth knowing the warning signs that something may be wrong.

Slow or missed payments to providers. If your providers are regularly chasing unpaid invoices, that is a serious concern. Providers may stop delivering supports if they are not paid on time.

No budget statements. You are entitled to know how your funding is being spent. If your plan manager cannot or will not provide regular statements, that is unacceptable.

Fees above the NDIS price limits. As noted above, plan management fees are capped. Any plan manager charging above those caps is breaching the NDIS Pricing Arrangements.

Pressure to use specific providers. Your plan manager should be neutral. They should not direct you toward particular providers because of a financial relationship between those organisations.

Difficulty leaving. If a plan manager makes it hard for you to switch - by delaying paperwork, withholding records, or claiming you owe fees that are not in your service agreement - that is a red flag. You have the right to change plan managers at any time, subject to your notice period.

Unexplained charges on your statements. Every line item on your budget statement should match an invoice or a known fee. If you see charges you do not recognise, ask for the invoice immediately.

If you have concerns about a plan manager's conduct, you can contact the NDIS Commission on 1800 035 544. For concerns about your plan funds more broadly, contact the NDIA.

Plan management vs self-management vs agency management

It helps to understand how plan management compares to the other two options, so you can decide what suits your situation.

Plan management tends to suit participants who want the flexibility to use unregistered providers and a wider range of supports, but who do not want the administrative burden of managing invoices and portal claims themselves. It is also popular with participants who are new to the NDIS and want support understanding their budget.

If you are weighing up your options, speaking with an independent support coordinator can help. You can learn more about how OpenWay supports NDIS participants as you work through these decisions.

Switching plan managers

You are not locked in. If your plan manager is not meeting your needs, you can switch. Here is how the process generally works:

1. Check your service agreement for the required notice period (commonly 14 to 30 days).
2. Give written notice to your current plan manager.
3. Choose a new plan manager and sign a new service agreement.
4. Notify your NDIS planner or LAC so the portal access can be updated.
5. Let your providers know who to send invoices to going forward.

Your current plan manager must provide you with a full record of your transactions and budget history. This is your data and you are entitled to it.

Switching mid-plan is common and straightforward. Do not stay with a plan manager who is not serving you well just because it feels complicated to leave.

Frequently asked

Can I have a plan manager and a support coordinator at the same time?

Yes, and many participants do. They are funded from different support categories and perform different roles. A support coordinator helps you find, set up and coordinate your supports. A plan manager handles the financial side - receiving invoices and managing your budget. They work alongside each other, and a good plan manager will communicate directly with your support coordinator to keep everything running smoothly.

What happens to my plan management funding if I do not use it?

Like most NDIS funding, unspent plan management funds do not roll over to your next plan. However, because plan management is funded at a fixed monthly rate, you are essentially using it whenever your plan manager is active on your account - even in quieter months. If you have very few providers and very few invoices in a given month, you may feel you are not getting full value, but the funding is still being drawn down by the monthly support fee.

Can my plan manager tell me what I can and cannot spend my NDIS funds on?

A plan manager can flag if a purchase looks like it may not meet the NDIS reasonable and necessary criteria, and they should do so. But the final decision about whether a support is fundable rests with the NDIA, not your plan manager. If your plan manager refuses to pay an invoice and you believe the support is legitimate, you can ask them to explain their reasoning in writing and seek a second opinion from your LAC or support coordinator. You can also contact the NDIA directly if you disagree with a decision.

How OpenWay can help

Finding a plan manager you trust is one of the most important decisions you will make as an NDIS participant. OpenWay is an Australian marketplace where you can browse verified NDIS provider profiles, including plan managers, filter by location and support type, and send enquiries directly to providers you are interested in.

OpenWay is free for participants and families to use. There are no referral fees and no obligation to sign up with any provider you contact. You stay in control of who you choose and when.

If you are ready to start looking, browse NDIS plan managers and other providers on OpenWay and take your time comparing your options.

OpenWay is not part of the NDIS, NDIA or NDIS Commission. Final scope, pricing, travel, cancellation rules and non-face-to-face charges must be confirmed in a written service agreement between the participant (or their authorised support person) and the provider.