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% |