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.
Since 1 July 2020, the NDIA has been measuring itself (where possible) against the proposed Participant Service Guarantee timeframes, ahead of the anticipated legislative change.
Timeframes for some of our key processes and how we are meeting our target of meeting these timeframes more than 95% of the time:
Getting started with the NDIS
| What we will do |
The most days it will take us |
Performance at March 2021 quarter |
Performance at June 2021 quarter |
| Explain a decision |
28 days |
87% |
70% |
| Decide who can use the NDIS |
21 days |
100% |
100% |
| Give people time to prepare information if we ask for it |
90 days |
Not reported |
99% |
| Make a decision about who can use the NDIS after we've been given more information |
14 days |
98% |
99% |
Getting a plan
| What we will do |
The most days it will take us |
Performance at March 2021 quarter |
Performance at June 2021 quarter |
| Start making your plan |
21 days |
79% |
80% |
| Approve a plan |
56 days |
79% |
80% |
| Approve a plan for a child under 7 years |
90 days |
96% |
91% |
| Make a time to have a meeting to start your plan if you want to |
As soon as we can |
Not reported |
Reporting will begin in the December 2021 quarter. |
| Have a meeting to start your plan if you want to |
28 days |
Not reported |
100% |
| Give you a copy of your approved plan |
7 days |
Not reported |
Reporting will begin in the December 2021 quarter. |
Reviewing or changing a plan
| What we will do |
The most days it will take us |
Performance at March 2021 quarter |
Performance at June 2021 quarter |
| Start setting up a plan review |
56 days before the review date |
Not reported |
28% |
| Decide whether to review a plan if you ask us to |
21 days |
100% |
91% |
| Do a review we have agreed to |
42 days |
67% |
72% |
| Make small changes to a plan |
28 days |
Not reported |
95% |
| Make big changes to a plan |
50 days |
Not reported |
94% |
| Give you a copy of the plan after it has changed |
7 days |
Not reported |
Reporting will begin in the December 2021 quarter. |
| Review our decisions if we need to |
90 days |
91% |
94% |
| Put changes into place when the Administrative Appeals Tribunal asks us to` |
28 days |
Not reported |
96% |
| Cancel a participant-requested nominee |
14 days |
Not reported |
86% |
| Cancel a CEO-initiated nominee |
14 days |
Not reported |
100% |
Making a complaint
| What we will do |
The most days it will take us |
Performance at March 2021 quarter |
Performance at June 2021 quarter |
| Tell you that we have received your complaint |
1 day |
Not reported |
Not reported |
| Get in touch after we receive your complaint |
2 days |
Not reported |
Not reported |
| Fix your complaint if we can |
21 days |
91% |
94% |
