Over the past few months, more and more participants and their loved ones have been left frustrated by sudden cuts, mid-plan reviews or unexpected changes to their funded supports.

There are even reports of one family even having to take the NDIA to court, saying they were met with errors, lengthy delays and a real lack of understanding about their genuine needs.

We have compiled some practical planning strategies to help you stay on top of things:

• Keep detailed records of every phone call, email and meeting—note dates, times and names.
• Ask for clear, written reasons when any funding is reduced or removed.
• If you disagree with a decision, request an internal review straight away—and remember you can lodge an appeal if it comes to that.
• Gather evidence from allied health professionals, GPs or therapists, plus a diary of how supports help you day-to-day.
• Lean on your Local Area Coordinator (LAC) or support coordinator for guidance through the process.

Before each plan meeting, we strongly recommend that you make a list of your goals, the supports you need to reach them, and the impact of cutting any item.

Arm yourself with the NDIS Participant Service Charter so you know your rights.

The Participant Service Charter sets out what you can expect from the NDIA and its partners when you apply for, use or review your NDIS supports. It’s built around five key principles to make sure you get clear, timely and respectful service.

The Five Principles

1. Transparent – You’ll get clear, easy-to-understand info about how decisions are made and what comes next. – All written documents and explanations will be accessible in plain language or your preferred format.
2. Responsive – The NDIA will consider your individual needs and circumstances. – You’ll have a single point of contact so you don’t have to repeat your story every time. – Decisions about access, plans and reviews will meet the guaranteed timeframes.
3. Respectful – You are the expert in your own life. The NDIA will listen to your lived experience and treat you with dignity. – Staff are trained to understand diverse disabilities and how they affect day-to-day living.
4. Empowering – You’ll have the information and tools needed to lead your life according to your goals. – The NDIA involves participants and the community in testing and improving processes.
5. Connected – The Charter will help you find and access the supports and services you need—whether they’re informal, mainstream or funded. – Special efforts are made to reach out in regional areas and to Aboriginal and Torres Strait Islander, culturally diverse and LGBTQIA+ communities.

Service Guarantee & Feedback

– The Charter includes a Participant Service Guarantee, which lists the maximum timeframes for key decisions (e.g., access requests, plan approvals and reviews). You can track NDIA’s performance against these targets in the Quarterly Report. – It also explains how to provide feedback, make a complaint or request an internal review if you disagree with a decision.

If you are feeling overwhelmed, your not alone. Feel free to reachout to us, and we will see how we can help.