Participant Service Guarantee

The Participant Service Charter includes timeframes for our processes – set out under the Participant Service Guarantee. The Participant Service Guarantee sets clear timeframes for key NDIS processes. The NDIA must make decisions about access, plan approvals, plan reviews and nominee changes within these timeframes. This gives participants, families and carers greater certainty about how long processes will take. 

Each quarter, the Agency reports against Participant Service Guarantee timeframes in the Quarterly Report

The tables below shows the timeframes for each of the key NDIS processes, which has been pulled from the latest Quarterly Report. 

Getting started with the NDIS

What we will do The most days it will take us Performance at March 2022 quarter (most current data)
Explain a decision 28 days 98%
Decide who can use the NDIS 21 days 100%
Give people time to prepare information if we ask for it 90 days 99%
Make a decision about who can use the NDIS after we've been given more information 14 days 99%

Getting a plan

What we will do The most days it will take us Performance at March 2022 quarter (most current data)
Start making your plan 21 days 90%
Approve a plan 56 days 83%
Approve a plan for a child under 7 years 90 days 91%
Make a time to have a meeting to start your plan if you want to As soon as we can Reporting will start in mid-2022.
Have a meeting to start your plan if you want to 28 days 100%
Give you a copy of your approved plan 7 days Reporting will start in mid-2022.

Reviewing or changing a plan

What we will do The most days it will take us Performance at March 2022 quarter (most current data)
Start setting up a plan review 56 days before the review date 27%
Decide whether to review a plan if you ask us to 21 days 100%
Do a review we have agreed to 28 days 54%
Make small changes to a plan 28 days 93%
Make big changes to a plan 50 days 93%
Give you a copy of the plan after it has changed 7 days Reporting will start in mid-2022.
Review our decisions if we need to 60 days 87%
Put changes into place when the Administrative Appeals Tribunal asks us to` 28 days 97%
Cancel a participant-requested nominee 14 days 96%
Cancel a CEO-initiated nominee 14 days 100%

Making a complaint

What we will do The most days it will take us Performance at March 2022 quarter (most current data)
Tell you that we have received your complaint 1 day Not reported
Get in touch after we receive your complaint 2 days Not reported
Fix your complaint if we can 21 days 96%
This page current as of
4 May 2022
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