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.

In the June 2024 quarter, performance against the PSG measures continued to be impacted by the adaptation to the new computer system and processes, as well as the significantly higher number of participants seeking a review of their NDIS plans. 

The NDIA continues to implement a remediation plan to address timeframes and improve the participant experience and PSG performance. Progress will continue to be closely monitored to track improvement in participant waiting times. 

Performance is measured from available data on processes and dates in the new computer system. Milestones being built into the new computer system will improve the capture of performance data. 

The tables below show the timeframes for each of the key NDIS processes, which have 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 June 2024 quarter (most current data)
Decide who can use the NDIS 21 days 30%
Make a decision about who can use the NDIS after we've been given more information 14 days 40%

Getting a plan

What we will do The most days it will take us Performance at June 2024 quarter (most current data)
Approve a plan 56 days 23%
Approve a plan for a child under 9 years 90 days 99%
Make a time to have a meeting to start your plan if you want to 7 days 81%

Changing a plan

What we will do The most days it will take us Performance at June 2024 quarter (most current data)
Start setting up a plan reassessment 56 days before the review date 70%*
Decide whether to do a plan reassessment, if you ask us to 21 days 18%
Do a plan reassessment we have agreed to 28 days 74%
Make small changes to a plan 28 days 39%
Review our decisions if we need to 60 days 24%

*Note: The NDIA's new participant check-in process ensures that every scheduled reassessment begins with contact from the planner or partner to discuss reassessment options well before and scheduled reassessment date. Plans are extended automatically if they have not been reassessed 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 June 2024 quarter (most current data)
Fix your complaint if we can 21 days 36%
This page current as of
16 August 2024
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