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. 

The NDIA will measure itself (where possible) against the proposed Participant Service Guarantee timeframes from 1 July 2020, ahead of the anticipated legislative change.

Timeframes for some of our key processes:
 

Getting started with the NDIS

What we will do The most days it will take us
Explain a decision 28 days
Decide who can use the NDIS 21 days
Give people time to prepare information if we ask for it 90 days
Make a decision about who can use the NDIS after we've been given more information 14 days

Getting a plan

What we will do The most days it will take us
Start making your plan 21 days
Approve a plan 70 days
Approve a plan for a child under 7 years 90 days
Make a time to have a meeting to start your plan if you want to As soon as we can
Have a meeting to start your plan if you want to 28 days
Give you a copy of your approved plan 7 days

Reviewing or changing a plan

What we will do The most days it will take us
Start setting up a plan review 56 days before the review date
Decide whether to review a plan if you ask us to 21 days
Do a review we have agreed to 42 days
Make small changes to a plan 28 days
Make big changes to a plan 50 days
Give you a copy of the plan after it has changed 7 days
Review our decisions if we need to 90 days
Put changes into place when the Administrative Appeals Tribunal asks us to` 28 days

Making a complaint

What we will do The most days it will take us
Tell you that we have received your complaint 1 day
Get in touch after we receive your complaint 2 days
Fix your complaint if we can 21 days
This page current as of
22 October 2020
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