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 2023 quarter (most current data) |
|---|---|---|
| Explain a decision | 28 days | 97% |
| 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 | 91% |
Getting a plan
| What we will do | The most days it will take us | Performance at September 2023 quarter (most current data) |
|---|---|---|
| Start making your plan | 21 days | 95% |
| Approve a plan | 56 days | 93% |
| Approve a plan for a child under 7 years | 90 days | 97% |
| Make a time to have a meeting to start your plan if you want to | As soon as we can | Reporting will start in 2024 |
| 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 2024 |
Changing a plan
| What we will do | The most days it will take us | Performance at September 2023 quarter (most current data) |
|---|---|---|
| Start setting up a plan reassessment | 56 days before the review date | 73%* |
| Decide whether to do a plan reassessment, if you ask us to | 21 days | 72% |
| Do a plan reassessment we have agreed to | 28 days | 64% |
| Make small changes to a plan | 28 days | 93% |
| Make big changes to a plan | 50 days | 88% |
| Give you a copy of the plan after it has changed | 7 days | Reporting will start in 2024 |
| Review our decisions if we need to | 60 days | 94% |
| Put changes into place when the Administrative Appeals Tribunal asks us to | 28 days | 99% |
| Cancel a participant-requested nominee | 14 days | 97% |
| Cancel a CEO-initiated nominee | 14 days | 97% |
*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 September 2023 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 | 61% |