At myAutonomy, one of our core goals is ensuring participants can thrive on their NDIS plans. As part of this, we continually share NDIS news to help participants and those in the industry stay informed.

Recently, the NDIS Quality and Safeguards Commission (NDIS Commission) released a report summarising the complaints they receive about plan managers. It’s something we’re highlighting to ensure participants can protect themselves and their funds.

This is a summary of what was covered.

Why the Quality and Safeguards report matters

The NDIS Commission is in charge of keeping participants safe and ensuring providers are providing ‘quality care’.

The Commission also decides if providers are allowed to work within the NDIS landscape.

What was the report summary?

The report found that there were 384 complaints relating to plan managers across a three-year period. Although not perfect, given the volume of participants and payments that occur within the NDIS, this is relatively small.

However, it’s worth acknowledging that this number could be lower because participants find it challenging to put in a complaint.

Three core themes the report

Within the complaints, three main trends emerged. These were:

• Plan managers paying providers they shouldn’t or not paying providers, including reimbursements


• Plan managed funds running out


• Plan managers making it hard to leave and change to a new plan manager

How we help participants thrive

Given these complaints made within the sector, myAutonomy is more committed than ever to providing participants with high-quality support. We do this in many ways.

• Transparency: many participants don’t have money to cover provider reimbursements they weren’t expecting to. That’s why we pay on the same day to ensure you gain access to the supports you need quickly. We also remain transparent and communicate to participants, their nominees and/ or Support Coordinators and Recovery Coaches, when they are low in funds so that they know well before it becomes a problem. Essentially, we handle the admin so that you don’t have to.
• Asking questions: we also remain curious when invoices seem unusual or large. By asking more questions, and ensuring payments are aligned with NDIS guidelines, we protect participants––helping to prevent any nasty surprises down the line. We also help to educate and facilitate participants, support coordinators and providers on the NDIS guidelines and how they can work within them.
• Simple switching: we believe no participant should ever be locked into an unfair contract. We make switching plan providers simple by managing the process for you––and we do that whether you’re choosing to join or leave myAutonomy.

What changes are happening in the sector?

In the next few months, the commission is likely to advise plan providers on changes to:

• Regulations on approvals


• Switching plan managers


• The independence of plan managers from direct supports


• Communications with participants, nominees, support coordinators and providers

At myAutonomy, we’re in a strong position to adapt to any changes that occur. That’s because we already apply best practice suggestions and we’re committed to helping participants make the most of their NDIS plans.

Together we can make the industry better for everyone.

Have a question or query?

Reach out on 1300 60 33 89 or send us an email at [email protected]