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Conflict of interest is like having two responsibilities pulling you in different directions, which can create ethical dilemmas. Most providers, individuals and organisations do their best to provide supports and services to NDIS participants without having their personal interests impact the participant’s best interests. However, there are circumstances where conflict of interest may be occurring, and you may not even realise it. Understanding conflict of interest Conflict of interest arises when an individual or organisation's personal, financial, or professional interests may influence their ability to prioritise the best interests of another party. In the context of NDIS providers, it refers to situations where their personal or financial interests may influence the supports and services offered to NDIS participants. In the NDIS Code of Conduct Guidance for Service Providers (page 21) the NDIS outlines that: ‘NDIS providers should disclose to the people with disability they support or who are seeking support, any conflicts of interest – potential or real – that may impact on how they deliver supports and services to that person. This would include conflicts of a financial, business, or personal nature, including any financial and/or corporate interest or relationship the NDIS provider may have with other entities, including businesses and organisations, or of a personal nature, including but not limited to cultural, religious, or social relationships.’ Conflicts of interest are quite common, and with the right identification and disclosure are not issues at all. In nearly all cases it is not a case of doing something wrong, but simply arises when an individual or organisation is not completely independent. The importance of avoiding conflict of interest Avoiding conflict of interest is crucial to maintaining trust and integrity and ensuring participants receive accurate and impartial support. According to the NDIS Code of Conduct providers should: not give, ask for, or accept any inducement or gift that impacts or may impact on the way it provides supports or services under the NDIS, including any referral arrangements with other providers not allow any financial or commercial interest in an organisation or company providing products, services or supports to people with disability to adversely affect the way in which the NDIS provider engages with people with disability engage in recruitment practices, such as probity checks and reference checks, to uncover any potential or real conflicts of interest of people that it is considering employing. It’s important that providers inform the participant of any perceived or actual conflicts of interest. Examples of conflict of interest #1 Support Coordinators If a support coordinator works at an organisation that delivers other NDIS services, they may have a conflict of interest. The nature of a support coordinator’s role means that conflict of interest considerations are more likely, and remains front of mind at the NDIS, from the Tune Review through to the ongoing Own Motion enquiry into Plan Management and Support Coordination, which notes a high-profile example involving supported residential services (SRS): “In a number of cases, participants who had support coordinators who were associated with the SRS proprietor and providers of their other NDIS supports, found it very difficult to raise concerns that they were not receiving the supports for which they were paying. There was very little transparency in the arrangements, and they found their NDIS funds depleted without receiving adequate supports. They were not supported to look for more suitable options. In some cases, a participant’s plan management supports were also provided by the SRS proprietor or an associated entity, which raised similar difficulties for participants as those experienced when support coordination was provided by the SRS proprietor or an associated entity.” (Page 11). #2 Plan Nominees acting as a service provider The NDIS specifies the requirements and expectations of plan nominees quite clearly, including a duty to avoid or manage conflicts of interest, as well as notify the NDIS of any conflicts of interest. #3 Participant affiliated (employed by, owner, investor, etc) with their service provider If a participant has an interest in a company that is providing their supports, they may become conflicted as they may be profiting from their own NDIS funding. While we have experienced situations like this, we recommend that this be discussed with the NDIS planner or LAC for full transparency. #4 Family members employed by the participant Family members are classed as informal supports and are not funded by the NDIS. Employing family members can have negative impacts such as: Unintentionally creating an environment where a participant’s wishes in relation to their care arrangements or the delivery of their supports is diminished There is no or limited respite for the family worker taking on the role of support worker How to avoid conflict of interest NDIS providers (registered or non-registered) have a responsibility to uphold ethical standards and protect themselves against conflicts of interest: #1 Establish ethical guidelines: Providers should develop clear and comprehensive ethical guidelines that explicitly address conflicts of interest. These guidelines should be shared with all staff, ensuring everyone understands their obligations and the potential consequences of non-compliance. #2 Implement checks and balances: Providers must establish internal processes and structures to identify, assess, and manage potential conflicts of interest. This might include regular internal audits, independent review mechanisms, or distinct decision-making processes to minimize the risk of conflicts compromising the quality of support. Depending on the risk or complexity of the type of service that is provided, this could be as rigorous as having separate CRM systems to ensure that information is accessible only to authorised people. #3 Develop a conflict of interest policy: Providers should have a conflict of interest policy in place, outlining procedures for disclosing, managing, and resolving conflicts. This policy should encompass considerations such as financial interests, family relationships, and conflicting professional affiliations. #4 Promote transparency and transparency: Open and transparent communication with NDIS participants is vital. Providers should proactively disclose any conflicts of interest, ensuring participants have all necessary information to make informed decisions about their support. If you have a participant who is plan managed with First2Care, you can register your details with our First2Care team for quick and easy payment processing. Read more about First2Care Plan Management here.

Claiming reimbursements can sometimes be a perplexing task, and because they arise in situations where you have already paid for something with your own money, it’s important to consider several factors before doing so. Here are some top tips to help you effectively claim reimbursements. Tip #1: Understand your plan Familiarise yourself with your NDIS plan and budget. It is essential to know which supports are funded and whether or not you have allocated funds for specific categories. This knowledge will help you determine which expenses you can claim reimbursements for. Knowing what you have been funded for reduces the chance of purchasing supports or services that are not funded in your plan, or otherwise unable to be claimed. Tip #2: Keep receipts and invoices Organise and keep all receipts and invoices related to your NDIS supports. It is important to have physical or digital copies of these documents, as they serve as proof of payment and are necessary for reimbursement claims. Store them in a safe place so that they are easily accessible when needed. Tip #3: Submit claims promptly Submit your reimbursement claims as soon as possible to avoid delays in receiving your funds. Typically a reimbursement can be made within 24 hours of the claim being submitted to the NDIS. Tip #4: Be aware of claiming restrictions It's important to understand that certain restrictions may apply to reimbursement claims. For instance, if you pay for a support or service in advance, such as booking a therapy session, make sure that it aligns with your NDIS plan, the reasonable and necessary criteria, and the Pricing Arrangements All reimbursement claims must be made with a legitimate tax receipt. Tip #5: Submit a reimbursement form To make reimbursement claims more streamlined, you can submit a reimbursement claim through our website. The reimbursement form helps us ensure that the claim is processed correctly. Before submitting any reimbursement claim, thoroughly review the claim form to ensure accurate and complete information. Remember to include all necessary details, such as the service provider's name, the amount paid, the date of payment, and your bank details. Any errors or missing information could cause delays in processing your claim. If your preference is to email the information rather than use the online reimbursement form, please ensure you include the word ‘reimbursement’ in the email subject and include a message advising who is to be reimbursed. Tip #6: Seek clarification if needed If you are unsure about any aspect of claiming reimbursements or have concerns about a specific expense, seek clarification from our team, your support coordinator, or your NDIA representative. It is always better to seek guidance rather than assuming anything, as this can prevent potential issues down the line. Tip #7: Keep track of your remaining budget Regularly monitor your NDIS budget and track your expenditure to ensure that you stay within your allocated funds. Our team provide monthly reports detailing your budget status as well as providing an in-real-time update through our online platform. This allows you to keep an eye on your spending so you can make informed decisions about the supports or services you may need. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

We all have questions… especially when it comes to the ins and outs of the NDIS. Sometimes finding the right answer to your question can feel a little overwhelming. Which is why we’ve pulled together the top questions (and their answers) that participants ask our team. Who sets provider rates & can I negotiate a better price? Typically, providers will decide their own prices based on the cost of delivering supports and services. However, they cannot charge more than the limit set by the NDIA. For example: If the maximum rate for 01_011_0107_1_1 Assistance with self-care activity is $65.47 per hour your provider can charge anything up to $65.47 per hour. With the increasing competition among the number of providers in the industry, some providers are lowering their prices to attract more clients. In these circumstances, it means that participants can secure affordable services that meet their needs without having to pay high prices… but what about the providers who are still charging the maximum price? Although it shouldn’t necessarily be up to the participant to ensure they have a fair rate, negotiating with your providers can help you to make the most of your NDIS plan funding and use it how it is intended. Why am I being charged for non-face-to-face supports? A NDIS provider can charge for non-face-to-face supports if they are reasonable and necessary according to a participant's NDIS plan. Non-face-to-face supports refer to services that are provided remotely. This includes supports like telehealth services, online training programs, plan management services, remote therapy services and assistive technology support. Over the past few years, these supports have become more frequently used by NDIS participants to access timely and cost-effective provider services despite not being physically present. Non-face-to-face supports can be particularly useful for participants who live in remote or rural areas or have mobility issues, making it difficult to access support in-person. Provider should list non-face-to-face supports in a service agreement including the terms and conditions of charging for non-face-to-face supports. Providers cannot charge for non-face-to-face supports unless the support has been delivered. If you notice a non-face-to-face support listed in a provider invoice, and you’re unsure of the charge you can contact our support team to request the invoice be on hold while you discuss the charge with your provider. Are there any exceptions to reasonable & necessary? If you have a NDIS plan, then you’ll know that your funding supports must be considered reasonable and necessary for you to claim them. However, technically there is one exception – plan management. Although the NDIA states that funding for plan management is “separate to the reasonable and necessary funding of a participant’s NDIS disability supports”, this is because plan management can be considered reasonable and necessary by default. Plan management does not technically fall under reasonable and necessary for one simple reason - if a participant requests plan management they do not need to provide any supporting evidence to justify why they need this support. For all other support funding, participants must provide supporting evidence to show why a support is reasonable and necessary. In other words, there’s actually only one type of support that is ALWAYS reasonable and necessary – plan management. That’s not to say there aren’t rare circumstances where plan management may be denied. This action only occurs if the NDIA believe there would be an “unreasonable risk of harm” by a participant being plan managed. Can I use my funding to buy a mobile phone or washing machine? NDIS funding for smart devices like an iPad or mobile phone, or white goods like washing machines or dishwashers, works the same way as most NDIS supports and services – you need to show they fit the NDIS reasonable and necessary criteria to receive funding. In most cases, smart devices and white goods won’t be funded. This is because they are viewed as everyday items for all Australians. However, there are some rare circumstances where you may be funded. If you have reviewed the reasonable and necessary criteria and determined you may be eligible for funding, the next step would be to discuss this with your LAC or NDIA representative. Can STA funding be used for a holiday? Short Term Accommodation (STA) is a claimable support under the NDIS for when you need to be away from your place of residence for a short amount of time. STA funding can be used for respite to support you and your carers, which can also give your carers a short break from their caring role. However, it’s important to note that STA is not a holiday. The NDIS cannot fund a holiday, so if a holiday is what you’re wanting then you’ll need to fund that yourself. What they could do is support you to plan a holiday. When you have your plan reassessment, you can let your planner know that one of your goals is to plan a holiday. You may receive funding in your capacity building budget which could help you to reach your holiday goal. Do I need to approve invoices before they are paid? Choice and control is an important part of your NDIS journey. This includes having choice and control over your invoicing options. Some participants prefer to have full control over their invoices and wish to approve each one, while others are happy for invoices to be approved as they are processed. Ultimately, you can tailor your invoicing preferences to suit your needs. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

The DSC Conference was back in person this year for the first time since the pandemic, and it did not disappoint. About the DSC Conference The DSC Conference is held annually showcasing NDIS experts, key stakeholders, and leaders within the disability sector across two days. The conference is an opportunity for many voices within the sector to share information and discuss the present and future of the NDIS with the goal of creating better outcomes for all Australians with disability. This year, Bruce Bonyhady and Lisa Paul from the NDIS Review, along with NDIS Minister Bill Shorten MP, NDIS Commissioner Tracy Mackey, NDIA Chair Kurt Fearnley, NDIA CEO Rebecca Falkingham, Disability Discrimination Commissioner Dr Ben Gauntlett, and many more disability community members and advocates, expressed their hopes and goals for the future of the NDIS and the disability community. Conference Highlights Four of our First2Care team attended the conference this year, and all of them had the same take away – this is one of the most engaged and engaging events in the sector. In previous years the sentiment from many speakers and attendees focused heavily on the problems with the NDIS (because let’s face it… the NDIS is not perfect). However, this year focused more on celebrating 10 years of the scheme and looking to the future of the NDIS. Highlights: Jess Harper (CEO of Disability Intermediaries Australia) discussed how the operational NDIS is now more complex than Australian tax law, which means navigators* are increasingly necessary to support participants to be active consumers. Staff in the disability sector belong in the asset column. Too often employees are seen as a liability in P&L analysis and budgeting when the opposite is true. This is especially important in our sector, which has such a high turnover of staff. It is important to nurture people who work in the sector. Worker burn out is damaging for participants. Quality is outcomes. All policy discussions during the event focused on outcomes for participants as the primary principle behind decisions. Bruce Bonyhady summed it up nicely with a profound quote: "Quality is not paperwork, it is good lives." The NDIS is heavily investing in capacity building with an additional $900 million in funding going to this area. Minister Bill Shorten discussed the intention to recruit and offer stable career paths to people who “know the NDIS” and well as continuing the discussion about the NDIS reboot and what that may look like. The NDIS wants to bring expertise in navigating back internally, in a similar vein to the old Case Management model. This would reduce some of the unpaid workload currently shouldered by Support Coordinators and advocates The NDIS review is poised to deliver some potentially major findings. It was repeatedly referenced in in different panels throughout the event. Price caps, role of LACS, role confusion of intermediaries, and many more topics are likely to be unpacked. *Navigators are plan managers and support coordinators whose role it is to help participants better understand and navigate their plan and plan funding. Disability and the workforce One of the major topics of discussion at the DSC Conference was around people with disabilities and the workforce. Integration was a topic touched on across many panels; but one of the goals of the NDIS was to have people with disabilities integrate into the mainstream community and integration into the mainstream job market. Transactional relationships cannot work, it requires an open and frank relationship because supported decision-making takes time. “There was a lot of emotions on the second day around the work requirements to intersect Disability Services with the cultures of Australians (particularly the focus around First Nation) 'Community Lead Outcomes'” First2Care Business Development Lead, Manoah Baker Graeme Innes, NDIA Board Member said, “If you don't have 5 - 10% of your workforce with a Disability you are part of the problem”. This topic is something particularly close to our hearts at First2Care. In 2022, we made it our mission to increase our number of staff members with disability to 15%, which we are happy to report has been achieved. Although we reached out initial goal, we're not stopping there. We routinely have new job openings available. If you'd like to know if there are currently any positions open, you can email our support team. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

Sport can play a pivotal role in promoting physical fitness, social interaction, and overall well-being by allowing individuals to showcase their abilities, develop leadership skills, and foster a sense of community. Recognising the importance of inclusive sports, the NDIS has implemented rules and regulations to encourage capacity building and community engagement for people with disabilities and to help provide access to assistive technology for sports. Capacity building & community engagement Recently, First2Care sponsored the Queensland Open Blind and Low Vision Golf. The tournament embraced inclusivity, bringing together a diverse group of athletes. One of those athletes was Steve Art, aged 61, who through this sport overcame challenges and competitors to secure his first-ever victory in the main category. “To win the stableford division at the 2023 Queensland Blind Open is beyond words. This victory is a result of hours of practice, the coaching and support of Mark from Big Tooks Sports, and Jasmin from Golfer Girl Australia, along with the unwavering dedication of my wonderful wife, Sue.” Steve Art. While funding for community engagement is a fundamental component of the NDIS, there are some costs that are not likely to be covered, such as: Standard costs including registration fees, uniforms, or entry fees Transport costs for children, as it would normally be expected for parents to transports their kids to and from sporting activities Costs associated with elite-level participation, such as accommodation for a multi-day tournament It's always a good idea to discuss your sports-related goals with your LAC or NDIA representative during your planning meeting to ensure you can receive the support you need. When you have your NDIS plan funding, check with your support coordinator, plan manager or disability advocate about how to best use your funding, and what parametres there may be. Assistive Technology for Sport Assistive technologies for sports encompasses a wide range of equipment, from modified golf clubs for vision impairment to specialised wheelchairs for powerchair football. These technologies not only enable individuals to partake in sports but can also enhance their performance, confidence, and ultimately their overall quality of life. However, accessing such technologies can be tricky depending on the nature of an individual plan, as the NDIS has specific rules around assistive technology. “The NDIS has allowed people like me to pursue our passions such as sport. Through the scheme, we can now receive funding for support workers to take us to powerchair football matches and for the equipment we need to participate.” Tristram Peters. If a participant expresses a desire to engage in sports as one of their goals and requires assistive technology to do so, reasonable and necessary funding may be included in their plan. It is important to note that the NDIS operates on a case-by-case basis, meaning that funding for assistive technology may not be guaranteed for all participants. The decision is based on an assessment of individual needs and a determination of what is considered reasonable and necessary for that particular participant. What if I don’t have assistive technology for sport in my plan? The NDIS has three levels of funding for assistive technology, and anything under $1500 that is not high risk does not require evidence to have it approved within your plan. You will still need to ensure that the item meets the reasonable and necessary criteria. If it meets the criteria, you can purchase the item immediately. If the item is mid- or high-cost, you will need to prepare suitable evidence from a qualified AT advisor or Assessor. Ultimately, the NDIS can play a pivotal role in promoting capacity building and community engagement around sport for participants. By allowing funding for assistive technology and supporting necessary training and ongoing support in sports, the NDIS can support participants to participate in activities that bring joy, improved health, and social connections. Through inclusive sports, individuals with disabilities can challenge societal perceptions, grow their potential, and connect with their communities. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

When it comes to using your NDIS funding for household items, it can be a little confusing as to what you can and can’t claim. Some items you consider as reasonable and necessary may not actually meet the NDIS criteria, while others may surprise you. It’s important to understand the ins and outs of claiming household items so you can ensure you’re using you NDIS plan effectively and in-line with the NDIS rules and regulations. Understanding commonly funded household items The household items that can be funded under the NDIS can vary depending on the specific needs and goals of each participant. Some commonly funded items include: 1. Assistive Technology This category includes items such as: Kitchen aids (e.g., modified utensils, adaptive cutlery) Bathroom and personal care equipment (e.g., shower chairs, handrails) Mobility aids (e.g., wheelchairs, walkers) Communication devices These assistive devices may be vital for participants to perform tasks independently and safely. 2. Home Modifications The NDIS can fund necessary modifications to participants' homes to promote accessibility and safety. This can include installing ramps, widened doorways, accessible bathrooms, and handrails. Home modifications aim to enhance participants' ability to move around their living space comfortably and reduce the risk of accidents or injuries. 3. Consumables The NDIS can also provide funding for household consumable items required due to a participant's disability. This can include items such as continence aids, wound care supplies, or specialised equipment necessary for a particular medical condition. How to access funding for household items To access funding for household items, NDIS participants need to undergo an assessment process with their NDIS planner or Local Area Coordinator (LAC). This process involves identifying the participant's specific needs, goals, and the support required to achieve those goals. The assessment considers the participant's disability-related needs and the impact on their daily living activities. Based on this assessment, an individualised plan is developed, outlining the funding allocation for various supports, including household items. It is important to note that the NDIS funding for household items is not unlimited and is subject to budget constraints. The NDIS aims to ensure that participants receive reasonable and necessary support that is directly related to their disability needs and goals. Let’s talk washing machines, dryers, dishwashers & air conditioning One commonly asked question we receive is whether washing machines, dryers, dishwashers, and air conditioners can be claimed using NDIS funding. Some participants may have washable continence products or find it difficult to manage washing up from a sink. Others may want to regulate the temperature of their environment. There are many reasons why a participant may wish to use funding for these items, so why doesn’t the NDIS fund them? Typically, these items are not used by a participant solely because of their disability needs, which is one of the core criteria under the NDIS reasonable and necessary. An important question to ask when considering if something is reasonable and necessary is whether the item will be used for anything outside your disability needs. For example: Will the washing machine be used for washing the clothes of another household member or for clothes used on a day-to-day basis that are not related to your disability? In most cases, these items would be considered day-to-day living costs that a person with or without a disability would need to pay for themselves. However, if you feel that any of these items are reasonable and necessary, then it’s best to discuss this with your LAC or NDIA representative. Be sure to provide any supporting documentation you can to better support your funding request. When it comes to the NDIS, funding for household items for individuals with disabilities can support their independence, safety, and overall quality of life. It’s important for participants to consider whether a household item is reasonable and necessary under the NDIS, and if you have any questions be sure to discuss this with you LAC or NDIA representative. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

Some people with disabilities may require services to be delivered in their homes, communities, or other external settings. As a result, service providers may need to travel to deliver services directly to participants or to provide support in community-based locations. But what are the NDIS rules and regulations around provider travel and transport, and how should you charge for them? Rules for Claiming Provider Travel Providers can only claim travel costs from a participant’s plan if certain rules and regulations are met. Which means, it’s a good idea to review the NDIS Pricing Arrangements and Price Limits each year to ensure you’re following the regulations laid out by the NDIA. The latest NDIS Pricing Arrangements and Price Limits (2023/24) claiming rules include: Provider travel can be claimed for supports provided to a participant where travel is involved Supports must be delivered directly (face-to-face) to the participant Supports delivered must be a specific disability support item to that participant Activities must be explained to the participant, including the value they hold for the participant’s needs and goals The provider should have the agreement of the participant in advance Providers are required to pay workers delivering supports for the time they spent travelling (this should be outlined in your employee contract); or if the provider is a sole trader and is travelling from their usual place of work to or from the participant, or between participants, travel may be charged Charges must comply with the latest Pricing Arrangements and Price Limits* *It’s important to note that the Pricing Arrangements and Price Limits should act as a guide for the rate you set for your services. The price listed is considered the maximum amount you can charge. Provider Travel – Labour Costs (Time) When a provider claims for travel time, the maximum amount of time they can claim is 30 minutes in MMM1-3 areas and 60 minutes in MMM4-5 areas. If you’re unsure which MMM classification to choose, it is always the area when the participant is when the support is delivered. Providers delivering core and capacity-building supports are also able to claim for the time spent travelling from the last participant to their usual place of work. This is only claimable when a provider must pay their worker for the return travel time. If you’re travelling to provide services to more than one participant, then the travel time can be divided between each participant, including the return journey (if applicable). This must be agreed to by each participant in advance as part of the service agreement. Provider Travel – Non-Labour Costs If you are travelling to provide face-to-face supports to a participant, there are additional costs on top of your time such as tolls, parking fees and the running costs of the vehicle, you can negotiate with the participant a reasonable contribution towards these costs. It’s important to note that as a provider you need to follow the NDIS guidelines for what can be considered a reasonable contribution. This includes: For a vehicle owned by the provider or the worker, you can claim up to $0.97 a kilometre For other forms of transport or associated costs, such as road tolls, parking, public transport fares, you can claim up to the full amount. Non-labour costs should be claimed against the relevant “Provider Travel – non-labour costs” support item as indicated in the NDIS Pricing Arrangements and Price Limits. For example: If you are providing supports that fall under an 01 line item, then you would choose the ‘Provider Travel – non labour costs’ from the line items beginning with 01_799. If you provide supports under a 15 line item, then you would claim travel under a line item beginning with 15_799. This is the same across all support categories. Activity Based Transport Providers who support participants with community participation supports may requested to transport a participant to or from a community participation support. If a participant has requested this support, then you may be entitled to charge for activity-based supports. If you’re transporting two or more participants on the same trip, your time should be split amongst the participants. Remember, before charging a participant it’s important to discuss any support costs, including activity-based support costs, with them and include this in your service agreement. If there are additional costs, such as road tolls, parking fees and the running costs of the vehicle, discuss a reasonable contribution towards these costs. This may include: For a vehicle that is not modified for accessibility, up to $0.97 a kilometre For a vehicle that is modified for accessibility or a bus, up to $2.76 a kilometre For other forms of transport or associated costs, such as road tolls, parking, and public transport fares, up to the full amount. Short Notice Cancellations There are some circumstances where a participant may cancel with short notice or not show up the scheduled appointment. If this happens, you can claim up to 100% of the agreed fee. For a cancellation to be considered short notice the participant must either: Not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or Has given less than seven (7) clear days’ notice for a support. Where group sessions are concerned, if a participant cancels their attendance and if the provider is unable find another participant to attend the group session in their place then, as long as the other requirements for a short notice cancellation are met, you can invoice the participant who has made the short notice cancellation at the previously agreed rate that they would have billed if the participant had attended the group session. The other participants who attend the group session should only be billed the agreed upon rate. Essentially nothing should change for other participants attending if someone else cancels. Providers can only claim from a participant’s plan for a short notice cancellation if: The NDIS Pricing Arrangements and Price Limits supports claiming for Short Notice Cancellations for the provided support The proposed charges comply with the NDIS Pricing Arrangements and Price Limits Claiming short notice cancellations is in the service agreement you have with your participant You were unable to find alternative billable work for the relevant worker and are required to pay the worker for the time that would have been spent providing the support. Claims for a short notice cancellation should be made using the same support item that would have been used if the support had been delivered, with a note on the invoice stating that there was a short notice cancellation. There are no limits on the number of short notice cancellations (or no shows) a provider can claim per participant. However, providers have a duty of care to their participants and if a participant has an unusual number of cancellations, then you should investigate why. The NDIA monitor claims for cancellations and may contact providers who have a participant with an unusual number of cancellations. If you have a participant who is plan managed with First2Care, you can register your details with our First2Care team for quick and easy payment processing. Read more about First2Care Plan Management here.

Whether you’ve been a provider for NDIS participants for a while or are new to the disability sector, there are always questions that are bound to come up. We pride ourselves on our knowledge of the NDIS and financial management. Which is why we’re always happy to share what we know with providers. Find out our most commonly asked questions and the answers below. I’m not registered with the NDIS Quality and Safeguards Commission… do I need a service agreement? The NDIS cannot mandate that a service agreement be in place between a participant and provider. However, it’s strongly recommended to have a service agreement in place. This is to ensure that communication is clear and that both the provider and the NDIS participant know what the agreement entails. It’s much easier to be able to refer to an agreed understanding that has been signed off by both parties if any challenges in the relationship or communication arise. Does First2Care provide resources to help with tax? Tax time can be a stressful time. We often have providers contact our team requesting we provide tax advice or payment summaries. However, this is outside the scope of our role. As plan managers, our role is to pay providers for their services, which includes sending a remittance advice on all payments via email. Plan managers are not the employers of providers who deliver supports to NDIS participants. Providers should have some form of invoicing or accounting system in place that they can use to track their paid invoices making tax time a smoother process. For any tax-related questions or concerns, we recommend contacting an accredited tax accountant. How quickly are invoices processed? Invoices with First2Care are typically processed within two working days. This allows participants the opportunity to review the invoice prior to the claim being paid. There are some things that you can do as a provider to ensure your invoices are processed in a timely manner, including: Provider details i.e., your name, address, ABN, contact details, and bank details Participant details i.e., participant's name, NDIS number, and any other relevant participant identification or reference numbers Date and unique invoice number Description of the services provided including the dates of service, duration, and the service codes or item numbers Rates and quantity service delivered GST information It is important for NDIS providers to ensure that their invoices are clear, accurate, and comply with specific requirements so payments can be made in a timely manner. What time of day do I need to invoice for? It’s important to establish the day of the week before the time of day as the pricing limits can vary depending on the day as well as the time of day. Once the day and the time of day the support is being provided has been established, you can check the Pricing Arrangements and Price Limits for the relevant line-item number. Of course, there are situations where there may be other factors that contribute to or impact the pricing limit to be claimed. This may include shift boundaries and night supports or nigh sleepovers, which you can learn more about here. What’s the best way to claim for travel? Providers can only claim travel costs from a participant’s plan if certain rules and regulations are met. Which means, it’s a good idea to review the NDIS Pricing Arrangements and Price Limits each year to ensure you’re following the regulations laid out by the NDIA. It’s also important to understand the difference between claiming provider travel (labour and non-labour costs) and claiming activity-based travel. If you are travelling to or from a participant this is considered Provider Travel which is billable travel time at the same rate as the service which you are providing. If you are transporting a participant as part of the support, this is considered Activity Based Transport. This support is charged differently to provider travel and is billed per kilometre. Not understanding the differences between provider travel and participant travel, could lead to invoice errors which can mean delays in invoice processing. Should I charge GST? The Australian Taxation Office (ATO) outlines that services provided to meet the funding guidelines of the NDIS are generally not subject to GST. This includes assessment, planning, and implementation of services such as personal care, therapy, and support services for individuals with disabilities.. If GST has been added to a participant invoice, we can still process invoices up to the maximum amount listed in the NDIS pricing arrangements for that line item. Essentially the GST needs to be inclusive within that limit. If the added GST goes over that limit, it is likely the service will be short funded. With most NDIS invoices being GST free, when we receive an invoice that includes GST, the invoice needs to be cross checked which may cause some minor processing delays. For the most accurate advice, please consult a registered tax accountant. Plan Managers, while requiring accounting qualifications, are not tax advisors for providers. What do I do if any invoice hasn’t been paid? As plan managers, we always discuss how our plan managed participants would like invoices paid. Some participants want to review every invoice before it is paid, while others are comfortable with them being processed without waiting for approval. In both cases, we will send a copy of the invoice to our participants. If an invoice hasn’t been paid, you can reach out to one of our team members to check the status of the invoice. There may be a minor delay while we are waiting for approval from the participant, they may have requested the invoice be put on hold, or the invoice doesn’t meet the NDIS standards. If a participant won’t pay despite having funding available, try to understand what the underlying issue is, refer to the service agreement, and work together to come up with a solution for this and any future invoices. We cannot process an invoice if a participant has directly asked us not to. We always encourage participants and providers to discuss any issues with each other. If you have a participant who is plan managed with First2Care, you can register your details with our First2Care team for quick and easy payment processing. Read more about First2Care Plan Management here.

The NDIS has released the new pricing arrangements and price limits that will come into effect from 1st July 2023. Get to know more about the importance of the Pricing Arrangements and what the key changes are below. Understanding the importance of the Pricing Arrangements The NDIS pricing arrangements and price limits are designed to ensure that people with disability have access to high-quality services and supports. It outlines the maximum price for supports, how providers should invoice, if a quote is required, and any rules and regulations that apply for the year ahead. Although this may seem like a document just for providers, it holds a lot of benefit for participants as well. The guide can help participants to better understand their plan funding, the different support categories they can use, and what the price limits are for supports and services. What are the key changes? The 2023/24 pricing arrangements aims to improve flexibility and choice for participants, while also ensuring that providers receive fair payment for the services they provide. That being said, compared to the changes made to the 2022/23 pricing arrangements, this latest update is quite subdued. One of the major changes in the pricing arrangements is a 5.3% increase in the pricing limits for disability support workers. There are several reasons the NDIA have shared regarding this change, including: The Fair Work Commissions National Minimum Wage decision to increase minimum award wages by 5.75% (this includes support coordination level 1) An extension of temporary loading at 1% for another year Inclusion of paid family and domestic violence leave in the Disability Support Worker Cost Model (0.1% increase) Passing on the increase in Superannuation Guarantee Charge of 0.5% in full. It’s important for participants to note that this 5.3% increase down not necessarily mean that supports will cost more. However, to adjust for any pricing changes, funding for NDIS participants will be indexed from July onwards. Price limits for therapy, plan management, and support coordination levels 2 and 3 will remain the same. The outcome of the NDIA's Specialist Disability Accommodation (SDA) Pricing Review 2022-23 has also been released, with (evidently) significant increases across the board. Top tip: It’s a good idea for both participants and providers to review service agreements prior to the new billing arrangements. This is a good opportunity to discuss what’s working and what’s not, negotiating prices and ensuring that both parties are on the same page moving forward. For more information on how to navigate the Pricing Arrangements and Price Limits, click here. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

The NDIS can help participants access necessary supports and services so they can live their lives to the fullest. NDIS nominees play a crucial role in this process. It’s important to understand the role of nominees and the process of requesting or changing one, as well as ensuring privacy and consent. In this article, we explore these topics in detail to help participants navigating the NDIS to better understand the responsibilities of nominees and how they can best access the support they need. What is a nominee? A nominee is a person appointed by an NDIS participant to help them with their NDIS plan. The nominee can be a family member, friend, or anyone who the participant trusts to manage their plan on their behalf. The role can include managing the participant's funding, choosing service providers, attending NDIS meetings, and communicating with the NDIS agency on behalf of the participant. Nominees are expected to act in the best interest of the participant and follow their wishes, preferences, and goals outlined in their NDIS plan. Your nominee must also keep you informed and involved in decisions as much as possible. It’s important to note that a nominee does not have the authority to make decisions about medical treatment or end-of-life care. These decisions must be made by you or your legal guardian. Having a nominee allows participants to have a trusted representative who can help them make decisions about their plan and ensure their needs are being met. Plan nominee vs correspondence nominee There are two types of nominees that you can elect to assist you with your plan – a plan nominee or a correspondence nominee A plan nominee helps to make decisions about parts of the preparation and management of your NDIS plan, as well as any changes to your plan. A correspondence nominee can make some decisions about your business with the NDIS (not including those for the plan nominee). If you do opt to have a nominee, depending on what your wants and needs are will determine if a plan nominee or a correspondence nominee is the right option for you. How to elect a nominee Electing a nominee is a simple process. You or your legal guardian can contact the NDIS and request a nominee form. Your nominee will need to provide details, including their name, address, and contact information and you will need to provide consent for your nominee to act in this role. Once the form is completed and submitted to the NDIS, the nominee will be added to your plan. Once your nominee is confirmed, they will receive access to information about your plan, including the amount of funding allocated. They will also be responsible for making decisions on your behalf if you are unable to make a decision. If a nominee is no longer able to perform this role, you or your legal guardian can request a change of nominee. A new nominee form must be completed and submitted to the NDIS, and the previous nominee will be removed from the plan. How First2Care manages consent and information sharing with nominees If you have a nominee as part of your NDIS plan, you’ll need to notify our team so we can ensure they will receive notices relating to your plan and provider invoices. However, it is important to note that we take your privacy and consent very seriously. We won’t share your identifying information, plan details, or provide access to any other aspects of your plan or personal information without your consent. Our service agreement contains a section where you can note your nominee’s details. You also have the option to provide consent to share your information with a third party like a support coordinator. If you would like us to stop sharing information at any time, please reach out to our team. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

As an NDIS provider offering house and yard maintenance services, it's important to know what types of services you can offer to participants. There are specific requirements in place, and services must be considered reasonable and necessary for a participant's ability to function independently and safely at home. In this article, we'll explore what services are and are not covered under the NDIS, how providers can charge for their services, and answer commonly asked questions regarding end of lease cleaning, decluttering, and project size restrictions. What services you can and cannot offer as a provider For the NDIS to provide participants with funding for house and yard maintenance, it needs to be considered reasonable and necessary by directly relating to the participant’s ability to function independently and safely at home. Typically, this can include tasks such as: Cleaning Vacuuming Dusting Mopping Weeding Mowing lawns Gardening Repairs for safety and accessibility reasons However, tasks that are purely cosmetic or non-essential may not be covered under the NDIS. For example, painting a room to change its colour may not be considered a necessary support. Typically, the NDIS also do not fund tip or dumping fees or the cost of cleaning supplies. Ultimately, the NDIS will consider a participant’s specific needs, circumstances, and goals to determine what services and supports can be provided under house and yard maintenance. Now you know what services you can offer… how do you charge for them? Whether a provider is registered or non-registered, they still need to adhere to the NDIS Pricing Arrangements and Price Limits. This outlines the maximum amount a provider can charge for their services. However, the actual price charged is something that should be discussed between providers and participants. Providers offering house and yard maintenance services for NDIS participants typically charge based on the type and duration of the services provided. The costs can vary depending on the location, equipment, and labour required to complete the tasks. Commonly asked questions Can participants access end of lease cleaning services? End of lease cleaning services (or bond cleaning services) can be beneficial for participants who are moving out of rental properties to assist in retrieving their bond and avoiding any disputes with landlords. The service typically includes cleaning kitchen, bathrooms, bedrooms, living areas, and any other areas as per the lease agreement. NDIS participants can hire end of lease cleaning services if it is within the hourly price limit set by the NDIS. As this is not considered an essential or standard service, it’s important to be transparent with participants about the availability and cost of bond cleaning services. Can participants request decluttering services? Decluttering is an area that can cause some challenges. Typically decluttering goes beyond a standard cleaning service which is reflected in the higher price for this type of service. As there is a wide gap between house cleaning and professional therapeutic services, it should be noted that the NDIS has limited options in the Pricing Arrangements to fund this type of service. It all comes down to the provider's qualifications. For example, if a provider has therapeutic qualifications, and decluttering is part of therapy, then a Capacity Building support item may be suitable to claim. However, with no therapeutic qualifications, options are predominately limited to standard core supports such as assistance with self-care activities, or house and yard maintenance line items. It’s important to note the price limit on these line items. Are there restrictions on the size of projects undertaken? Larger projects such as tree removal or landscaping are typically not considered reasonable and necessary as they are unlikely to be specifically related to a disability. The same can be said for pest control, which is typically an everyday expense. It is recommended to seek specific approval from your NDIS planner to add funding for these kinds of services. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

We all know Goods and Services Tax(GST) is a 10% cost added on most goods, services, and other items sold or consumed in Australia. So, why is it uncommon to see GST added to NDIS supports and services? GST, the NDIS & the ATO The Australian Taxation Office(ATO) outlines that services provided to meet the funding guidelines of the NDIS are not subject to GST. This includes assessment, planning, and implementation of services such as personal care, therapy, and support services for individuals with disabilities. The reason NDIS related services are typically GST free is because these services are considered necessities. What are the exceptions? NDIS providers can charge GST if they are registered for GST and if the services they provide to NDIS participants are not GST exempt. Some examples of GST exempt services include healthcare, education, and most community services. However, it is important to note that not all services related to disabilities are exempt from GST. It is essential for NDIS service providers to know the difference between GST exempt and taxable services to avoid potential issues with the ATO. Understanding the regulations around GST, the NDIS, and the ATO is crucial for both individuals with disabilities and service providers to ensure fair and accurate treatment. Invoicing with or without GST According to the ATO, a legitimate tax invoice must specify the GST amount or should specifically state that it is GST free. NDIS providers are responsible for ensuring compliance with all GST regulations and the accurate reporting and payment of GST to the ATO. This includes ensuring all invoices and receipts are compliant with GST regulations, and the participant has a clear understanding of any GST charges. If GST has been added to a participant invoice, we can still process invoices up to the maximum amount listed in the NDIS pricing arrangements for that line item. Essentially the GST needs to be inclusive within that limit. If the added GST goes over that limit, it is likely the service will be short funded. With most NDIS invoices being GST free, when we receive an invoice that includes GST, the invoice needs to be cross checked which may cause some minor processing delays. Be sure to maintain accurate records of their GST-related activities, undergo regular audits, and promptly address any discrepancies to remain compliant with GST regulations. For the most accurate advice, please consult a registered tax accountant. Plan Managers, while requiring accounting qualifications, are not tax advisors for providers. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.