Introduction

When a new participant, family member or even a seasoned provider approaches Assist Providers, the first thing they usually bring is a list of questions. The National Disability Insurance Scheme (NDIS) is meant to be participant‑centred and flexible, yet its jargon, paperwork and evolving rules can feel anything but.

Below we unpack the questions we hear every week—backed by the NDIS Act 2013, Operational Guidelines and lived experience—so you can move forward with confidence.

1. “Am I (or my client) actually eligible for the NDIS?”

Eligibility depends on four pillars:

1. Age: Under 65 when you apply.
2. Residency: Australian citizen, permanent resident or Protected SCV holder.
3. Disability criteria: Permanent and significant, substantially reducing functional capacity.
4. Early intervention criteria (for young children or degenerative conditions).

Practical insight: We advise clients to gather functional assessments early—OT, psychology, speech—for a stronger Access Request. A single diagnostic letter rarely suffices.

2. “How long will the access decision take?”

Legally, the NDIA has 21 days to request more information and 14 days after that to decide once evidence is complete (NDIS Act s.26‑27). In reality, timeframes stretch if reports are missing.

Assist Providers tip: We offer a “pre‑submission checklist” that historically cuts average wait time from 12 weeks to < 6 weeks for our customers.

3. “What supports can I actually get funded?”

Funding must be ‘reasonable and necessary’ (s.34). In plain English:

• Directly related to the disability
• Value for money
• Likely to maximise independence or social/economic participation
• Not already funded elsewhere (e.g. Medicare, education, state health)

Real‑world example: One participant secured a Smart‑Home voice assistant when we linked it to safety (hands‑free emergency calls) and community participation (online shopping).

4. “Do unused funds really expire?”

Yes. At your plan’s end date, leftover dollars do not roll over. Underspending can also trigger reduced budgets next plan. Monitoring through the myplace portal or a plan manager avoids nasty surprises.

5. “Can I change my current plan before it ends?”

You cannot ‘cancel’ a plan, but you can request:

• Plan Variation (minor tweaks)
• Plan Reassessment (full review)

Evidence—think allied‑health reports, goal updates—is critical. The NDIA must respond to a formal Change of Situation request (Operational Guideline: Reassessing and Varying Plans).

6. “What’s the difference between self‑, plan‑ and agency‑management?”

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Assist Providers trains new plan managers on compliant bookkeeping so participants enjoy flexibility without stressing over GST, MYOB or Xero.

7. “How do I choose the right providers?”

• Check registration (if you’re agency‑managed).
• Ask for written service agreements (required by NDIS Practice Standards).
• Look for outcome tracking—progress notes, measurable goals.
• Beware conflict of interest if the same company provides support coordination and services.

Hypothetical case study: Liam, 43, changed support workers through our Provider Match program after inconsistent attendance. Within three months, his daily‑living outcomes score rose 18 points on the WHODAS 2.0 scale.

8. “What if I disagree with an NDIA decision?”

Start with an Internal Review (s.100). If unsatisfied, escalate to the Administrative Appeals Tribunal (AAT). Deadlines are strict—within 3 months of receiving the decision. We offer templated review letters that reference relevant case law (e.g. WRMF v NDIA 2020).

9. “Which documents should I keep for audits?”

Participants and providers alike should store:

• Signed service agreements & schedules of supports
• Progress notes and outcome data
• Invoice copies & receipts
• Consent forms

NDIS rules require records for 7 years (Provider Governance Module).

10. “Can my family be paid carers?”

It’s possible but heavily scrutinised. The NDIA may approve if:

• The participant lives remotely with no other workforce, or
• Cultural or behavioural reasons justify it.

Expect to supply strong evidence that no suitable mainstream provider is available.

🧰 How Assist Providers Helps

• Eligibility clinics: Free 30‑minute tele‑consults to pre‑screen access evidence.
• Budget‑tracking dashboards for participants and plan managers.
• Review‑ready report templates aligned to Operational Guidelines.
• Staff PD webinars on conflict‑of‑interest compliance.

By embedding best practice, we turn common questions into confident action.

🔍 Frequently‑Missed Gems

• Early Childhood Early Intervention (ECEI) partners can approve up to $12 k of supports without full NDIA plans.
• Assistive tech under $1500 often skips quote requirements—use it or lose it!
• Transport funding tiers can be bumped with verified work or study hours.

🏁 Key Takeaways

1. NDIS answers exist—but you must know where to look.
2. Evidence, evidence, evidence.
3. Don’t navigate alone; the right guidance saves time and funding.

Your questions matter. At Assist Providers we treat every query as a stepping stone towards better outcomes, not paperwork headaches. Got another question? Reach out—there are no silly questions, only missed opportunities.