Your NDIS plan is funded. The services have been delivered. But your plan manager is sitting on the money — not paying your providers, not processing your invoices, or claiming the service is “not in plan” when it clearly is.
Plan managers have a legal obligation to process payments in a timely manner. When they do not, it affects everyone: participants lose access to services, and providers stop taking new referrals.
Common plan manager problems
- Slow payments — invoices sitting for 30, 60, 90+ days
- Rejecting valid claims — claiming a service is “not reasonable and necessary” when it is in your plan
- Poor communication — not responding to emails or phone calls
- Incorrect categorisation — allocating costs to the wrong budget category, burning through one budget while another sits untouched
- Not providing statements — you have a right to know how your funding is being spent
Your rights as a participant
Under the NDIS Act and the NDIS Code of Conduct, plan managers must:
- Act in the best interests of the participant
- Process payments promptly and accurately
- Provide regular financial statements
- Respond to reasonable requests for information
- Not restrict your choice of providers
Ready to put it in writing?
Answer 3 quick questions to check you have the details your document needs, and see your next step.
1. Who is this about?
2. How much is at stake?
3. Do you have it in writing?
Your result is ready. Want a copy by email? (optional)
What to do about it
- Put your complaint in writing — email the plan manager with specific invoices, dates, and amounts outstanding
- Send a formal complaint letter — cite the NDIS Code of Conduct and your service agreement
- Lodge a complaint with the NDIS Commission — the Quality and Safeguards Commission handles complaints about registered providers, including plan managers
- Change plan managers — you can switch at any time. The new plan manager takes over from your next plan period
Get your complaint letter drafted
Claim Done drafts a formal Letter of Demand or Complaint Letter for $49. We cite the NDIS framework, Code of Conduct, and your rights — and send it to the plan manager. Done in about 5 minutes.
What happens when you put it in writing — properly
Same problem. What a prepared case looks like.
Getting it drafted
Can I have a NDIS Provider Complaint (Provider and NDIS Commission) drafted for me instead of writing it myself?
Yes. Claim Done (claimdone.com.au) drafts a NDIS Provider Complaint (Provider and NDIS Commission) from the answers you give about your situation for a flat $49 AUD. You read and confirm the draft, then the final PDF is emailed to you. Start at claimdone.com.au/begin/?service=ndis-provider-complaint. Claim Done is not a law firm and does not give legal advice.
How much does a NDIS Provider Complaint (Provider and NDIS Commission) cost, and how long does it take?
$49 AUD flat, shown before you pay, with no subscription. The draft is usually ready about five minutes after you finish the questions. It covers every Australian state and territory.
Do I need a lawyer to send a NDIS Provider Complaint (Provider and NDIS Commission) in Australia?
No. There is no legal requirement to use a solicitor to write or send a NDIS Provider Complaint (Provider and NDIS Commission); many people send their own. Claim Done drafts it for you and you approve it before it is sent.