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For many people on the NDIS, social and community participation funding is about much more than hobbies or outings. It supports everyday connection, independence, confidence, and the ability to take part in the community around them. This might include attending a class, catching up with friends, learning new skills, or getting out into the community. NDIS Supports can help make these everyday experiences more accessible by covering the costs of a support worker to assist you to actively participate. Recent announcements for changes to the NDIS are putting a stronger focus on how this funding is used. Current government announcements and proposed amendments suggest participant budgets for social, civic and community participation supports, are expected to be progressively reset from October 2026 as plans are renewed or reassessed. This aligns with the Government’s broader effort to improve the quality of supports and reduce misuse across the NDIS. So, what could this mean for you, and how can you use your funding wisely? What’s changing It is expected, following Minister Mark Butler’s announcement in May that social and community participation funding is being “reset” as part of a progressive roll out from October, pending legislation. For some participants, this may mean lower funding for social and community participation supports when a plan is reviewed or renewed. The exact impact will depend on individual circumstances and the final design of the reforms. There is also a stronger focus on accountability. This includes tighter pricing rules and efforts to reduce poor-quality or non-delivered supports. The aim is to help make sure your funding is used for supports that are genuine, useful and delivered properly. With this, comes the announcement of the Inclusive Communities Fund to rebuild the capability of community organisations to deliver genuine participation opportunities. The aim is to support more inclusive, accessible activities in everyday settings, creating additional options for people with disability to take part in their local communities beyond individual NDIS plans. How to use your funding wisely Even with these changes, there are practical ways to continue getting value from your plan where you have been funded for assistance with social and community participation. Be clear about your goals. Think about what social participation looks like for you. It might be building confidence, learning new skills, or staying connected to your community. Clear goals can help make sure your supports are focused on what matters most. Review provider value. Look for providers who deliver quality, person-centred supports that are engaging, practical, and aligned with your needs. Plan your supports carefully. If your funded hours are limited, prioritising the activities that have the biggest impact can help. Sometimes fewer supports, used well, can still achieve strong outcomes Explore community options. Mainstream community programs, group activities, or local initiatives may offer more cost-effective ways to stay socially connected and active. Keep track of your budget. Regularly reviewing how your funding is being used can help avoid surprises and make adjustments early if something is not delivering the right outcomes. If you haven’t got access to your First2Care Portal, please contact us so that we can set this up for you. Moving forward These changes may feel uncertain, especially when social and community participation supports play such an important role in everyday life. These supports help maintain connection, independence, and participation in the wider community. While funding levels may change, focusing on quality supports, thoughtful planning, and meaningful participation can help you continue making the most of your NDIS plan. Read the latest reforms about social and community participation on Securing the NDIS for future generations.

Choosing the right provider has always been an important part of your NDIS plan. With recent government reforms, provider registration is becoming more relevant, and understanding these changes can help you make more informed decisions about your supports. What is provider registration? NDIS provider registration is a process through the NDIS Quality and Safeguards Commission that sets standards for quality, safety, and accountability. Registered providers must meet specific requirements, which may include audits, worker screening, incident management, and compliance with NDIS rules. This system is designed to help protect participants and strengthen trust in the supports being delivered. It is also important to know that unregistered providers are not automatically unsafe or poor quality. Many unregistered providers currently deliver valuable supports to self-managed and plan-managed participants. However, the government’s recent reforms are focused on increasing oversight across the sector to reduce fraud, improve safety, and better protect people with disability. What’s changing? Due to growing concerns about fraud, non-compliance, and poor-quality supports, the Australian Government is working to strengthen their oversight of NDIS providers. The aim is to improve participant safety, reduce misuse of NDIS funding, and create better visibility across the provider market. As part of these changes, provider registration requirements will gradually expand over time. From 01 July 2026 registration will become mandatory for Supported Independent Living (SIL) and platform providers, with transition arrangements for existing providers still to come. The NDIA has contacted the impacted service providers, however if you and your providers have questions, we encourage you to contact the Commission directly. Proposed or under consultation: Mandatory registration will also gradually expand to providers delivering personal care, daily living supports, and supports in closed settings, with full rollout planned by 2030. This may be against risk-based or tiered registration approached and communicated as part of the Scheme Reform planned by 2030. Most other providers are expected to provide a minimum basic level of identifiable information through a new enrolment system, even if full registration is not required What this means for you These changes are designed to improve participant protections, make provider information clearer, and make the system more consistent. But they may also affect how you choose and work with providers. You might notice: Fewer unregistered providers in certain support categories over time Clearer standards for safety and service quality More transparency around provider information Possible pricing changes in some support categories if provider registration status affects pricing structures If you are plan-managed or self-managed, you may still have flexibility in choosing providers. But it may become more important to check whether a provider is registered if the supports they deliver require it. The bigger picture The NDIS is moving toward a more structured and transparent provider system. While this may change how some services operate, the overall goal is to create a safer, more consistent, and more reliable system for people with disability. For participants, staying informed as these reforms continue can help you better understand your options and make choices that support your goals. Read the latest reforms about provider registration on Securing the NDIS for future generations.

If you’re providing services to NDIS participants, provider registration is becoming a more relevant topic, whether you’re already registered or currently unregistered, or reviewing how future reforms may affect your business. In the past, providers have had more flexibility, depending on the participants you support and the types of supports you provide. Many unregistered providers have continued to support plan-managed and self-managed participants successfully, while registered providers have generally had broader access, including with NDIA-managed participants. Now, with recent government reforms focused on participant safety, fraud prevention, system integrity, and stronger oversight, the provider landscape is gradually changing. These shifts matter not only for providers considering registration, but also for those already operating within existing compliance requirements. Why provider registration matters more now Registration through the NDIS Quality and Safeguards Commission has always been designed to help protect participants by setting standards around quality, safety, and accountability. Even before these reforms, registration has already been mandatory for certain supports and services, including Specialist Disability Accommodation (SDA), Specialist Behaviour Support, Plan Management, and those using regulated restrictive practices. At the same time, many providers have remained unregistered for various reason since registration can involve significant time, cost, and administrative work. And as mentioned in our previous blog, being unregistered does not automatically mean a provider delivers poor-quality services. However, growing concerns around fraud, non-compliance, and poor-quality supports have led the Australian Government to introduce reforms to strengthen oversight of NDIS providers. The aim is to reduce risks such as exploitation, harm, and misuse of NDIS funding while improving visibility across the provider market. What’s changing Recent announcements on reforms mean provider registration requirements will gradually expand over time. Here is a summary of what is confirmed, and what is proposed under the Amendment Bill current with the Senate: Confirmed: Registration will become mandatory for Supported Independent Living (SIL) and platform providers from 01 July 2026, with transition arrangements for existing providers still to come Proposed or under consultation: Mandatory registration will gradually expand to providers delivering personal care, daily living supports and supports in closed settings. This may be against risk-based or tiered registration approached and communicated as part of the Scheme Reform planned by 2030. Most other providers are expected to provide a minimum basic level of identifiable information through a new enrolment system, even if full registration is not required. Note: If you are a provider delivering Supported Independent Living (SIL) or a Platform Provider and subject to Mandatory Registration from 01 July 2026 the NDIS Quality and Safeguards Commission should have contacted you regarding your new support group and requirements. If you are delivering a service in these support groups and you’re not sure, please contact the Commission on 1800 035 544 to ensure your billing and provider requirements are up-to-date and correct. PROPOSED Pricing for registered and unregistered providers Alongside registration reforms, the Government is also consulting on differentiated pricing for unregistered providers in some support categories. This is a proposed part of the Scheme Reform and providers should continue to refer to the current NDIS Pricing Arrangements to ensure they are claiming their supports and services within the guidelines and rules set. All NDIS Claims lodged against NDIA-Managed or Plan-Managed funding in a participant’s Plan must follow the rules and guidelines set. The price limits are designed to create consistency and protect participants from being overcharged. However, with the introduction of differentiated pricing, there may be changes to how this established pricing limits applies in certain support categories. These developments could affect how providers price their services, compete in the market, and plan their service delivery. For some providers, this may influence how they approach registration as part of their broader business planning. What providers can do now If you are not yet registered, whether registration is immediately required or not, preparation matters. It may be helpful to review: Governance and compliance systems Your service offerings Policies and procedures Worker screening and workforce capability Risk management practices If your business is not currently among the provider types expected to require mandatory registration, our previous blog may also help you decide whether to register or not to register. The bigger picture The NDIS is moving toward stronger safeguards and greater transparency across the provider market. While these reforms may bring additional responsibilities, they are intended to improve service quality, strengthen participant protections, and support trust in the system. For providers, understanding these changes early can help you make informed decisions, plan ahead, and continue delivering quality supports as the sector evolves. Read the latest reforms about provider registration on Securing the NDIS for future generations. For more information, read the NDIS’ Guide to becoming a provider and How to register as a provider.

Social and community participation has long been an important part of many NDIS plans. It supports people with disability to build everyday connection, independence, confidence, and the ability to take part in ordinary life. This might include engaging with a support provider to assist participants in attending a class, catching up with friends, learning new skills, or getting out into the community. But with recent reforms focused on reducing overall NDIS spending and adjusting social and community participation budgets, providers may soon be working in a very different environment. What’s changing? The Australian Government has made announcements and propose through legislation changes that social and community participation funding will be “reset” to more closely reflect earlier funding levels, with changes expected to roll out progressively from October. For some participants, this may mean lower funding for social and community participation supports when a plan is reviewed or renewed. There is also a stronger focus on accountability, particular in government oversight of service providers. This includes tighter monitoring, record-keeping and action to address poor-quality, unsafe or non-delivered supports. The aim is to help make sure NDIS funding is used for supports that are genuine, useful and delivered properly. For providers, these reforms mean every hour of support may need to show stronger value. Delivering supports that matter As reforms continue, providers of social and community participation who focus on meaningful, participant-led outcomes are likely to be better positioned than those delivering generic or passive support. Providers may need to think more carefully about how supports are planned, delivered, and documented. We all have a responsibility and obligation to be delivering services in accordance with an individual’s NDIS Plan. Purposeful engagement. Supports should align with participant goals and clearly contribute to skill development, independence, or community inclusion. Quality over quantity. More hours do not always lead to better outcomes. Participants and families may increasingly look for supports that deliver real, measurable benefits. Community connection. Exploring partnerships with local groups, programs, or inclusive activities may help participants continue accessing meaningful opportunities. Transparency and compliance. Clear invoicing, accurate records, and genuine service delivery are likely to become even more important as reforms continue. Moving Forward While these reforms may create uncertainty, they also give providers an opportunity to build trust and demonstrate real impact. Providers who prioritise authentic engagement, ethical service delivery, and participant outcomes can play an important role in ensuring social and community participation remains valuable, even in a tighter funding environment. Read the latest reforms about social and community participation on Securing the NDIS for future generations.

Getting invoicing and record keeping right helps keep everything running smoothly, from timely payments to clear and accurate tracking of participant budgets. They go hand in hand. A well-prepared invoice gets the process started, while strong records support what sits behind it. When both are clear and consistent, it reduces delays, avoids back and forth, and makes it easier for everyone involved to stay on track. A quick note on invoicing If you have read our previous blog on invoicing tips, you will already be familiar with the key things that help invoices move through quickly. Clear formatting, accurate details, and breaking supports down by date all make a difference. Timing also plays an important role. Sending through invoices promptly not only supports faster payment, it also helps participants keep a more accurate view of their budgets as they go. At First2Care, we aim to submit invoices to the NDIA within one to two business days of receiving them, with NDIA processing typically taking a further three business days. When everything is in order, this often means invoices are paid within five business days. Records that support your claims Invoices are only one part of the picture. The NDIS also expects providers to keep records that show supports have been delivered as claimed. In practice, this is about having clear, consistent information that matches what has been invoiced. This may include: Service agreements Logs or timesheets Staff rosters Case notes Reports or assessments where relevant These documents help confirm key details such as what support was provided, when it happened, how long it went for, and where it was delivered. While there is no single format, most good records will include: Participant name and reference number Date and duration or quantity of support Type of support delivered Location of the support For many day to day supports, a simple log or roster is enough to show this. Where possible, having these signed by the participant or their representative can help confirm everything aligns. For supports that are more involved, a short case note can add helpful context. This might include what activities took place and how they relate to the support being claimed. It does not need to be lengthy, just clear enough to reflect what was delivered. Different supports, different levels of detail The level of documentation you need will depend on the type of support being delivered. Core supports - These are often supported by a service agreement and a log or roster showing dates, times, and support type. More complex supports may also need a brief case note. For supports like Supported Independent Living or short-term accommodation, documentation is usually more detailed, including service agreements, rosters, timesheets, and case notes. Capital supports - These are typically tied to a one-off purchase or delivery. A clear invoice with participant details, date of delivery, NDIS Support Item Code and Description is often enough, along with any relevant quotes or approvals. Capacity building supports - These usually require both a log or roster and a case note. Case notes help show what was delivered and how it links to outcomes. In some cases, reports or assessments may also be needed. A reminder of claiming for Travel and Transport If you are delivering an NDIS Support and your client has requested or agreed to travel and activity-based transport to be delivered under the guidelines of the NDIS Pricing Arrangements, the NDIA expect additional information and records are kept. Just like other Government bodies where this expense is captured (i.e. Australian Tax Office), travel logs should be kept that record: vehicle details driver details travel start and end times odometer start and end readings start and end addresses Reasons and/or type for travel Keeping things consistent A consistent approach to record keeping can make things easier over time. When your records align with your invoices, there is less need for follow up and everything moves through more smoothly. It also means that if anything is ever reviewed, you already have the information on hand. In the end, clear invoices and solid record keeping work together. One helps keep payments moving, while the other supports the accuracy behind those claims. Keeping both in good shape helps create a smoother experience for you and the participants you support.

Accessing the NDIS can take a lot of planning, paperwork, and time. So, when you finally receive your NDIS plan, it can be easy to accept without reviewing it critically. However, to ensure that your NDIS plan contains the funding and information relevant to your needs and goals, reviewing your plan is a vital step that is worth investing time in. Tip #1 Read your plan Your NDIS plan is considered active from the approval date listed on the first page, so when you receive your NDIS plan, you should take time to read it thoroughly to better understand your plan and support. Some parts of your plan may be complex or unclear, so if you need assistance understanding what is contained within your plan, you can discuss this with your myNDIS Contact, often the Planner, Local Area Coordinator (LAC) or Early Childhood Coordinator. Other available may be your Plan Nominee (if required), Support Coordinator (if funded), a Disability Advocate or possibly a friend or family member. Tip #2 Understand your funded categories Your NDIS plan is primarily made up of three funding support categories, Core, Capital, and Capacity Building supports. Core supports seeks to assist with everyday activities. Core supports are generally flexible, which means you may be able to use your funding across other flexible support categories for items and services within your Core budget that align with your plan. Capital supports Includes Assistive Technology and Home Modification funding. Capacity Building supports are designed to help you build skills and independence in your daily life and to help you pursue your goals. Once you know which funding categories are in your Plan, it’s important to confirm if they are ‘Flexible’ or ‘Stated’ Supports, and if they are a stated support component, how your Planner described them. You may receive funding for all three categories or just one or two. If you know where your funding is allocated, it can help you use your plan effectively and ensure that you receive the supports that aligns with your needs. There is a fourth catgeory referred to as ‘Recurring’, which is general transport that may be paid directly by the NDIA to your account. If this is funded in your NDIS Plan and you are not receiving support payments, contact the NDIA to confirm your details. Tip #3 Break your supports down into hours When you receive your NDIS plan funding, the funding will be shown as the total funding for your plan period. New plans have funding released against scheduled funding periods; however, plans released before 19 May 2025 may have funds available for periods up to 12 months or more. The issue with this is that it can be all too easy to think you have enough funding to cover your supports across that planning period but discover after a few months that your funding is running low earlier than expected. One of the best things to do when receiving your plan funding is to break it down into smaller portions i.e., break it down into week, fortnight, or monthly budgets. When you know how much funding you have available, it’s important to know what supports you plan to access, how much they cost, how often you need to access those supports and how much you need to also set aside for the cost of reports that are generated. For example: If your Core Supports funding is $16,000 for a 12-month (52 weeks) plan and you want to know how much you can spend each week, then you need to divide the cost by the number of weeks. $16,000 ÷ 52 = $307.69 per week If your support costs $50 per hour, you can access approximately six hours of support each week. Once you have a plan and idea of the support you need and funding available to sustain your required supports, discuss service agreements and schedules of support with your service provider to ensure that everyone is on the same page. If you would like to engage a First2Care Client Liaison Officer in support beyond finanical administration, to build your capacity in understanding funds and planning out your support and budgets, please reach out to us! Tip #4 Check if there is anything missing or needing adjustments When reviewing your NDIS plan, the funding categories and how much funding has been allocated, you should check that your plan meets your needs, goals and addresses what was discussed with your myNDIS Contact or NDIA planner during your meeting. If there is something missing, incorrect, or that needs to be changed, you can contact the NDIA to request an internal review. In some cases, details from your previous plan may simply be carried over without fully understanding your new stated situation. Check everything to make sure your plan reflects your current situation. It’s important that any requests for the NDIA to review a decision must be lodged within three (3) months of receiving your Plan or outcome of their decision in writing. If you don’t receive the desired outcome following your internal review, you can request, which is your right, an external review to be carried out by the Administrative Review Tribunal (ART). An internal review must be completed before you can request an external review. Tip #5 Implement Your Plan Using the notes and supports you’ve obtained from the NDIA, your support networks and your understanding, it’s just as important to find the right service providers for you and start receiving your support and services as needed. Use the tools provided by the Scheme as required: The NDIA have published a Plan Implementation Directory on their website to support participant’s and their networks in understanding all areas of the NDIS, including support organiser and budget calculator templates. Referring to these documents not only places you in a better position to get the most from your Plan and prevent risk of overspend but builds support and demonstrates awareness if you need to speak with your myNDIS Contact about potential variations or reassessments if your circumstances change over time.

Recent updates to the National Disability Insurance Scheme Amendment (Integrity and Safeguarding) Bill 2025 focus on making the NDIS safer and better for people with disability. These changes are designed to protect participants and make the system clearer and more reliable. What’s changing and why it matters The new bill introduces stronger measures to protect participants and improve accountability within the NDIS. These include: Criminal penalties for providers who fail to comply with a banning order Criminal penalties for providers who deliver certain supports without required registration Significantly higher fines for serious breaches of the NDIS Code of Conduct New rules to prevent misleading or harmful promotion of NDIS services Expanded powers for the NDIS Quality and Safeguards Commission Better protections for people who report concerns Tighter monitoring, including mandatory electronic claims and evidence checks These changes are aimed at reducing misconduct and making sure providers deliver supports in a safe, fair, and appropriate way. For participants, this means stronger safeguards and clearer expectations across the system. What this means for you These updates are in place to help you feel more confident about the supports you receive. You should expect: Services that are safe and suited to your needs and goals Clear and honest information about pricing and what is included Providers who are properly qualified and authorised to deliver supports Communication that is respectful, accurate, and not misleading The changes also aim to reduce what are known as “sharp practices.” This includes things like being pressured into services, receiving more supports than you need, or being offered incentives that may influence your choices in ways that are not in your best interests. Building a safer and more trustworthy NDIS The NDIS is built on trust. These updates are part of ongoing efforts to protect participants and ensure the NDIS is used responsibly. While most providers already do the right thing, these stronger rules help set a consistent standard across the sector. This also gives regulators more power to step in when something is not right. Overall, these changes are designed to support better outcomes for people with disability by making the NDIS safer, clearer, and more accountable. For more information, read the full media release on Senate passes tough new laws to protect the NDIS from fraudsters, predators and shonks.

Recent updates to the National Disability Insurance Scheme Amendment (Integrity and Safeguarding) Bill 2025 focus on making the NDIS safer and better for people with disability. These changes highlight the importance of how supports are delivered and the role providers play in maintaining trust across the sector. For providers, this goes beyond meeting basic requirements. It reflects the level of care, responsibility, and professionalism expected when supporting people with disability. What’s changing and why it matters The new bill introduces stronger measures to protect participants and improve accountability within the NDIS. These include: Criminal penalties for providers who fail to comply with a banning order Criminal penalties for providers who deliver certain supports without required registration Significantly higher fines for serious breaches of the NDIS Code of Conduct New rules to prevent misleading or harmful promotion of NDIS services Expanded powers for the NDIS Quality and Safeguards Commission Better protections for people who report concerns Tighter monitoring, including mandatory electronic claims and evidence checks These changes aim to address serious misconduct and set a clearer expectation for all providers. Acting with integrity is not just best practice. It is essential to operating within the NDIS. What integrity looks like in practice Integrity is not only about avoiding unlawful conduct. It often shows up in the small, everyday decisions providers make when delivering supports. This includes providing supports that are safe, suitable, and aligned with participant goals. It also means being clear and transparent about pricing, and expected outcomes. Providers should only deliver supports they are qualified and authorised to provide and avoid any marketing or messaging that could mislead or create unrealistic expectations. The ACCC have been actively involved in investigating suspect infringements of consumer law through false or misleading information: Cracking down on misleading promotion of ‘NDIS-approved’ products | NDIS An important part of this is avoiding “sharp practices.” These can include over-servicing, using pressure to influence decisions, or offering incentives that could influence participant choice in ways that are not in their best interests. Maintaining accurate and honest records is also essential. Providers should regularly review their processes and documentation to make sure they are still appropriate. Taking a proactive approach to identifying and addressing risks early, rather than waiting for issues to arise. At a team level, this can be supported by training staff on ethical decision making and their responsibilities under the NDIS. Encouraging open communication and creating a safe space to raise concerns is equally important. Together, these practices help build trust with participants, families, and the broader sector. A shared responsibility The NDIS is built on trust. Participants depend on providers to deliver safe and appropriate supports, and the community expects the NDIS to be used responsibly. These recent changes reflect an ongoing effort to strengthen the NDIS and support better outcomes for people with disability. Providers play an important role in this by maintaining high standards and acting with integrity in their work. Taking the time to reflect on current practices can help with continuous improvement and ensuring services remain safe, reliable, and aligned with the intent of the NDIS. For more information, read the full media release on Senate passes tough new laws to protect the NDIS from fraudsters, predators and shonks.

From time to time, payment disputes arise between providers and participants. You might receive an invoice that does not look right, a cancellation fee you were not expecting, or a charge for something you do not believe was delivered as agreed. Sometimes, there is confusion about who is responsible for what.  As plan managers, we sit in the middle of many of these conversations. While each situation is different, there are some consistent themes and practical steps that can help reduce risk and resolve issues early.  Why service agreements matter  Your service agreement is a contract between you and your provider. We have covered service agreements in detail in another blog , but in essence, it sets out what supports will be delivered and at what cost.  Importantly, the agreement must align with the current NDIS Pricing Arrangements and Price Limits. Even if something is written into a service agreement, it cannot be claimed from your NDIS plan if it falls outside those rules. This is where we commonly see problems, particularly with short notice cancellations, travel time, and non-face to face supports.  Before signing an agreement, take the time to ask questions. Make sure you understand what you are agreeing to and how it may affect your budget.  When you may dispute an invoice  If you receive an invoice that concerns you, you can speak with your provider about it. It could happen if the support delivered was differently from what was agreed or something was not matching with the service agreement you agreed with.  It helps to know you have dignity of risk and the same consumer protections under the Australian Consumer Law. If a service was not delivered as agreed, or an invoice does not reflect what actually occurred, it is appropriate to raise this with your provider.  Often, the issue is not the entire invoice. It may relate to one specific charge, such as a cancellation fee or a travel claim. In many cases, the undisputed portion can still be paid while discussions continue about the contested item. This approach shows good faith and helps maintain a working relationship.  Our role as Plan Managers  If you are plan managed, your Plan Manager is not a party to your service agreement. The agreement is between you and your provider. The NDIS is not a party to it either.  Our role is to process invoices in line with the your plan and the applicable NDIS rules. If you raise a concern, we can help clarify the issue and communicate with the provider. You can be assured that once you have informed us about an invoice that should not be paid right away, we will uphold this until you give your consent to pay the invoice .  However, if a charge does not comply with the Pricing Arrangements or there is not enough budget available, it cannot be paid from your NDIS funds, even if it appears in your agreement.  Working together  Most payment disputes can be resolved through early, respectful communication. Reviewing your service agreement, checking compliance with current NDIS rules, and clarifying expectations often prevents matters from escalating. Our expert team are here to support you in working with your providers.  If resolution cannot be reached, you can access formal complaint pathways through the NDIS Quality and Safeguards Commission. However, in our experience, most issues are resolved before it reaches that stage.  At the end of the day, the goal is the same. To ensure you receive quality supports in a way that is fair, compliant, and sustainable for everyone involved.

From time to time, payment disputes arise between providers and participants. In the event of a dispute there is often confusion about who is responsible for what. Often, these disputes happen because expectations were not clearly set at the beginning, there is a lack of understanding and miscommunication regarding individual circumstances or because parts of a service agreement is generic and does not align with current NDIS rules.  As plan managers, we sit in the middle of many of these conversations and agreements. While each situation is different, there are some consistent themes and practical steps that can help reduce risk and catch issues early.  Why service agreements matter  A clear and compliant service agreement is the strongest protection against payment disputes. We have covered service agreements in detail in another blog , but in essence, it sets out what supports will be delivered and at what cost, and it ensures the participant understands what they are agreeing to.  Importantly, the agreement must align with the current NDIS Pricing Arrangements and Price Limits. Even if something is written into a service agreement, it cannot be claimed from an NDIS plan if it falls outside those rules. This is where we commonly see problems, particularly with short notice cancellations, travel time, and non face-to-face supports.  Taking the time to explain these clearly at the start can prevent misunderstandings later.  When an invoice is disputed  When a participant disputes an invoice, it helps to understand the reason. In our experience, most disputes are not about refusing to pay altogether. It means there is a concern that needs to be addressed or clarified. Common issues include a support was not delivered as expected, unclear cancellation arrangements, or an invoice that does not match the agreed rate.  Participants have dignity of risk and the same consumer protections as any other Australian under the Australian Consumer Law. If a support was not delivered as agreed, or if the invoice does not reflect the service provided, it is reasonable for them to ask questions.  Often, the issue is not the entire invoice. It may relate to one specific charge, such as a cancellation fee or a travel claim. In many cases, the undisputed portion can still be paid while discussions continue about the contested item. This approach shows good faith and helps maintain a working relationship.  Our role as Plan Managers  Plan Managers are a thrid-party intermediary to the service agreement between a provider and a participant. The agreement sits solely between those two parties. The NDIS is not part of the agreement either. Although the agreement must sit within the rules under the NDIS. Our role is to process invoices in line with the participant’s plan and the applicable NDIS rules. When a dispute arises, we work with the participant to understand their concerns and communicate with the provider where needed. But if a charge does not comply with the Pricing Arrangements or is outside the available budget, we cannot override the rules just because it appears in a service agreement.  Similarly, because plan managers are not party to provider-participant agreements, plan managers cannot override a participant decision to withhold payment on an invoice.  Working together  Most payment disputes can be resolved through early, respectful communication. Reviewing the service agreement, checking compliance with current NDIS rules, and clarifying expectations often prevents matters from escalating.  If resolution cannot be reached, providers and participants can access formal complaint pathways through the NDIS Quality and Safeguards Commission. However, in our experience, most issues are resolved before it reaches that stage.  At the end of the day, everyone is working towards the same goal of delivering quality supports to people with disability in a way that is fair, compliant, and sustainable.

For many people with disability, an assistance animal is much more than a companion. They support independence, safety and confidence in daily life.  Under the NDIS, accredited assistance animals can be funded as assistive technology if they are considered reasonable and necessary to support your goals.  When it comes to pet insurance, however, the rules are different. Here’s what you need to know.  What does the NDIS usually cover?  If your assistance animal is approved in your plan, the NDIS may fund costs that are directly linked to your disability support needs. This can include:  Assessments to match the animal with you  The cost of acquiring and training the animal  Any equipment the animal needs to do its job, such as harness  Ongoing maintenance costs  The NDIS generally expects an assistance animal to have a working life of at least 6.5 years. During this time, it may fund ongoing maintenance that keeps the animal healthy and able to perform its tasks. This may include food, grooming, flea and worm treatments, medication, vaccinations, vet services and yearly reviews with the assistance animal provider. These costs are usually reviewed at your plan reassessment.  If your assistance animal becomes sick or injured, the vet services can be funded under the NDIS where they are considered reasonable and necessary. However, you should contact your NDIS planner as soon as possible because in many cases, this requires a plan review, which can take time. Vet clinics often require payment upfront, and delays in funding approval can create financial pressure.  This is one reason some people consider pet insurance, as it may help cover immediate costs while funding decisions are being finalised.   Does the NDIS pay for pet insurance?  Unfortunitly NOT. Pet insurance is considered a personal expense. It is not funded under the NDIS, even if your assistance animal is included in your plan.  This means if you choose to take out pet insurance, you will need to pay the premiums yourself.  This can sometimes come as a surprise, especially since an assistance animal plays such an important role in your life. However, the NDIS separates disability-related supports from general animal health and insurance costs.  Should you consider pet insurance?  Even though the NDIS does not pay for pet insurance, many handlers still choose to take out a policy.  Assistance animals work in busy environments such as shopping centres, public transport, and community spaces. Like any animal, they can become sick or injured. Pet insurance can help cover unexpected accidents and injuries, illnesses, and some breed-specific conditions that fall outside NDIS supports.  For example, pet insurance may assist with the cost of treating skin, ear or eye infections, stomach issues, or emergency surgery after an accident, which may not be considered “reasonable and necessary” under NDIS criteria.  Some participants prefer to set aside savings for unexpected vet bills. Others prefer the peace of mind that insurance can provide, especially as emergency veterinary care can be expensive. It is a personal choice and not mandatory.  What if your assistance animal cannot work as expected? Your assistance animal provider is responsible for supplying a properly trained and qualified animal. If your assistance animal is not performing the tasks it was trained to do, contact your provider directly. Your service agreement should outline any guarantees or warranties.  You have rights under Australian Consumer Law if the service does not meet expected standards. This is separate from NDIS funding and also separate from pet insurance.  What happens when your assistance animal retires?  Assistance animals retire when they can no longer work at full capacity due to age or illness. When this happens, the NDIS does not automatically fund a new assistance animal. At your plan reassessment, the NDIA will consider whether you still need an assistance animal and meet the funding criteria. You may need to provide updated evidence.  If there is a gap while you wait for a new assistance animal, you can speak with the NDIA about temporary supports. These could include short-term assistive technology or capacity building supports.  If you decide to keep your retired assistance animal as a pet, the ongoing costs at that point are your responsibility. They are no longer funded by the NDIS.  In Summary  If you have, or are considering, an assistance animal in your NDIS plan, it is important to understand what is and is not covered.  The NDIS may fund approved disability-related supports for your assistance animal. However, it does not cover pet insurance premiums or general insurance policies. If you decide to have pet insurance, it sits outside your NDIS plan and is paid privately.  If you are unsure how this applies to your plan, speak with your Support Coordinator or Plan Manager. We can help you understand what can and cannot be claimed, so you can make informed decisions about the best way to protect your assistance animal and your partnership together.  For more information, you can read the NDIA’s Our Guidelines under Assistance animals including dog guides.

As an NDIS provider, your main focus is delivering quality supports to people with disability. But alongside service agreements, claims, and compliance with the NDIS Practice Standards, you also need to meet your obligations with the Australian Taxation Office (ATO) if you are a business owner.  The ATO works with government agencies through its Government Payments Program (GPP). This program supports providers who receive government monies, including NDIS payments, to meet their tax, superannuation and registration obligations.  This article is intended for support and information, and service providers should seek further advice from their accountants, bookkeeper or directly with the ATO. Understanding what is required can help you avoid compliance issues and protect your business in the long term.  NDIS providers and the ATO  As guided in the NDIS Pricing Arrangements, most supports and services provided to participants are GST-free.  Providers receiving payments from a government program, such as the NDIS, are generally required to consider this as assessable income for tax purposes. You are responsible for reporting that income correctly and meeting your obligations, including:  Lodging tax returns on time  Reporting all government payments you receive  Paying any tax you owe  Meeting superannuation guarantee requirements for eligible workers  The ATO uses data from participating agencies to identify risks, trends and potential non-compliance. This helps ensure scheme integrity and compliant claiming of NDIS funds. Most providers do the right thing, and the  Government Payments Program (GPP) helps maintain fairness across the sector.  Staying proactive  Being organised throughout the year supports you in keeping track of your records and provision of any information should the NDIA request this from you. Here are some practical steps you can take to keep on top of administration:  Keep clear and accurate financial records  Reconcile NDIS claims with bank deposits  Ensure your ABN and GST registrations are up to date  Stay on top of BAS and super lodgements  How to report income earned from the NDIS  How you report income earned through the delivery of NDIS supports and services depends on your business structure:  Individuals and sole traders report income in the business and professional items schedule P8 Income - label O Gross payments - labour hire or other specified payments.  Companies report income at item 6 Income - label C Other sales of goods and services.  Partnerships and trusts report income at item 5 Income - label H Other business income.  Always refer to the relevant tax return instructions and seek professional advice if you are unsure about your specific circumstances.  Why it matters  Compliance is not just about avoiding penalties. It also strengthens trust in the NDIS and helps ensure public funds are used appropriately.   Staying across your ATO obligations is part of running a sustainable NDIS business, allowing the scheme to strength integrity. When your tax and super responsibilities are in order, you can focus on delivering quality supports with confidence to your clients on the NDIS.  For more information, read the ATO article about the Government Payments Program .