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. 

Use the ‘Print this Page’ function to download a PDF or print a copy of the current status of the Participant Service Guarantee timeframes.

Getting started with the NDIS

What we will do The most days it will take us Performance at September 2022 quarter (most current data)
Explain a decision 28 days 99%
Decide who can use the NDIS 21 days 100%
Give people time to prepare information if we ask for it 90 days 100%
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 September 2022 quarter (most current data)
Start making your plan 21 days 97%
Approve a plan 56 days 93%
Approve a plan for a child under 7 years 90 days 98%
Make a time to have a meeting to start your plan if you want to As soon as we can Reporting will start in 2023
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 when the new ICT system is in place.

Changing a plan

What we will do The most days it will take us Performance at September 2022 quarter (most current data)
Start setting up a plan reassessment 56 days before the review date 86%*
Decide whether to do a plan reassessment, if you ask us to 21 days 87%
Do a plan reassessment we have agreed to 28 days 77%
Make small changes to a plan 28 days 94%
Make big changes to a plan 50 days 89%
Give you a copy of the plan after it has changed 7 days Reporting will start when the new ICT system is in place.
Review our decisions if we need to 60 days 96%
Put changes into place when the Administrative Appeals Tribunal asks us to 28 days 96%
Cancel a participant-requested nominee 14 days 100%
Cancel a CEO-initiated nominee 14 days 100%

*Note: The NDIA's new participant check-in process ensures that every scheduled review begins with a contact from the planner or partner to discuss review options well before and scheduled review date. Plans are extended automatically if they have not been reviewed before expiry so participants have continuity of support. That is, participants do not stop receiving supports.

Making a complaint

What we will do The most days it will take us Performance at September 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 91%
This page current as of
6 January 2023
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