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The Participant Service Improvement Plan sets out what we are going to do over the next two years to deliver a Scheme that meets participants’ expectations.
It explains the practical changes we’re making so that the NDIS works better for everyone; for participants, their families and carers, their providers, the broader community, and for us.
We won’t deliver these improvements all at once, we will gradually make improvements to the Scheme and we’ll tell you when we have made these changes.
The Participant Service Improvement Plan is current as at 30 June 2020. We’ll update the Plan as we make changes to improve the Scheme.
You can track the changes outlined in the Service Improvement Plan (SIP) below.
Communicating with us
Service Improvement Plan commitment
Complete as at February 2021
Expected completion
The NDIS Contact Centre will give you more helpful and consistent information
Complete
Complete
We will put the name of a real person on our letters to you
Complete
Complete
You will have a current contact name for all your interactions with us
75% complete
June 2021
You will be able to use online forms and services where you want to
25% complete
December 2021
You will be able to track where your application or inquiry is up to online
25% complete
December 2021
The website and portal will be clearer and easier to use
25% complete
December 2021
Getting information from us
Service Improvement Plan commitment
Complete as at February 2021
Expected completion
You will be able to access your personal data and plan details without having to ask through a Freedom of Information (FOI) request
Complete
Complete
Our decision letters will have reasons for why we have decided something in plain English
75% complete
June 2021
We will be clearer on what reasonable and necessary supports means, with case studies and examples
50% complete
December 2021
We will have clearer guidelines and procedures so there is consistency in how we make decisions; and we will make more of these public
50% complete
December 2021
Our guidelines will come with plain English descriptions and more examples
50% complete
December 2021
Our documents will use consistent terms and definitions with less jargon
25% complete
June 2022
Gaining access to the NDIS
Service Improvement Plan commitment
Complete as at February 2021
Expected completion
You will be able to apply to the NDIS in the way you want, including using an online access request form
50% complete
December 2021
We will increasingly use independent assessments, that we pay for, as a fair and consistent way to determine access to the NDIS
50% complete
June 2022
We will make sure you are connected to other mainstream and community supports and services as well, even if you don’t gain access to the NDIS
25% complete
June 2022
Making your plan
Service Improvement Plan commitment
Complete as at February 2021
Expected completion
We will also support more video-conference planning meetings
50% complete
June 2021
If you want, you will be able to have a face-to-face meeting with the person who makes a decision about your plan supports and funding
25% complete
June 2021
You will get plan summary statements and draft plans before your plan is approved so you can check your information is right and there are no surprises
25% complete
June 2021
We will use an independent assessment to ensure support funding in total is more certain, fair, consistent and quicker
25% complete
June 2022
We will support you, if you want, to build goals in your plan that are clearly defined, realistic and attainable
25% complete
June 2022
We’re working to build more do-it-yourself online plan tools
Not started
June 2022
Using your plan
Service Improvement Plan commitment
Complete as at February 2021
Expected completion
Your plan will be longer and ongoing. It will be reviewed when you or we request it – for example, if your circumstances change or something significant happens in your life
Complete
Complete
There will be a simple and quick process when you need to make minor changes to your plan – it won’t require a full “review”
Complete
Complete
We will give you more support for using your plan, for finding both disability services and mainstream supports
50% complete
June 2021
We will be clearer about support coordination services, and what you should expect
50% complete
June 2021
We will check-in with you on how the plan is going, and whether an update or review is needed
50% complete
June 2021
You will be able to manage your plan more easily, using a new NDIS mobile app
25% complete
June 2021
We will work with communities in remote and very remote areas, and other areas lacking services, to trial new ways of organising services so you can more easily use your support funding
50% complete
June 2022
We will make plan budgets more flexible so you can use your funding as you wish
25% complete
June 2022
We will make it easier to self-manage your plan, with the right support and controls in place; and to change easily between plan and self-managed
Not started
June 2022
Payments from your plan
Service Improvement Plan commitment
Complete as at February 2021
Expected completion
Payments will be able to be made simply and directly for registered and non-registered providers of services – no more paying first from your own cash and claiming it back
25% complete
June 2022
We will have new systems to make sure providers are paid promptly and accurately, so your support is not interrupted
25% complete
June 2022
Parts of your plan
Service Improvement Plan commitment
Complete as at February 2021
Expected completion
We will increase the flexibility in living options if you are eligible for SDA
Complete
Complete
There will be a national SDA-matching website showing all available properties
Complete
Complete
We will issue new easy-to-understand guidelines for complex home modifications
Complete
Complete
There will be a standard form and application process for SDA
Complete
Complete
We will process applications for all supports associated with housing and accommodation issues together and more quickly
50% complete
June 2021
You will be able to quickly access assistive technology and home modifications with less red tape. This includes a simpler process for requesting complex and non-standard assistive technology or home modifications
25% complete
June 2021
We will focus on your plan and goals supporting you to gain employment if that is what you want
50% complete
June 2022
We will encourage Individualised Living Options as an alternative to traditional group homes
25% complete
June 2022
Support for engaging with us
Service Improvement Plan commitment
Complete as at February 2021
Expected completion
We will fund specialist community connectors (in remote, culturally and linguistically diverse, and Aboriginal and Torres Strait Islander communities) to deeply understand how you want to engage with us
Complete
Complete
Liaison Officers, for Health and Justice especially, will help participants interact with the NDIS in each State and Territory
Complete
Complete
We will also have a NDIS carer connect network for aging parents of people with a disability
Complete
Complete
We will pro-actively check-in with you, especially if you may be in a vulnerable situation
75% complete
June 2021
Our front-line teams will have improved cultural and disability awareness
75% complete
June 2021
We want to support and promote children and young people’s voice in their own plans; while also working closely with parents and carers
25% complete
June 2021
We will improve the way we provide you support for independent decision-making
25% complete
June 2022
We will improve our direct support for you if you have complex needs and require critical supports, or are otherwise potentially vulnerable
25% complete
June 2022
We will support you if you are a Young Person in Residential Aged Care to live elsewhere
25% complete
June 2022
We will fund early intervention supports for children more flexibly
25% complete
June 2022
