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 (PSG) timeframes in the Quarterly Report.
Performance against the PSG measures has remained steady this quarter for planning, implementation and plan reassessments despite increasing inflows of new work across several work streams. For the 10 PSG measures, one is meeting PSG timeframes (PSG 7), three are improving (PSG 6, 8 and 11) and three are approaching the timeframes target with a result of over 80% (PSGs 6, 8 and 13). Performance continues to be impacted by the increasing inflow of new work and it is noted volumes are higher than for the December quarter. This increased volume is observed in most areas, including participants seeking a variation or reassessment of their NDIS plan.
The NDIA continues to implement a remediation plan to address timeframes and improve both the participant experience and PSG performance. The focus over the last 12 months on first plans, plan change requests and unscheduled reassessments has resulted in improved performance and decreased wait times. The NDIA continues to focus on plan change requests (PSG 12) outside timeframe and aims to improve these results by July 2025. The NDIA is also continuing to focus on access decisions (PSGs 2 and 4) and internal reviews of reviewable decisions (PSG 17) and is expecting to reduce work outside timeframe in these areas.
In addition, additional system changes scheduled in the coming months will seek to ensure the experience for participants around completion timeframes continues to improve.
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 March 2025 quarter (most current data) |
|---|---|---|
| Decide who can use the NDIS | 21 days | 9% |
| Make a decision about who can use the NDIS after we've been given more information | 14 days | 13% |
Getting a plan
| What we will do | The most days it will take us | Performance at March 2025 quarter (most current data) |
|---|---|---|
| Approve a plan | 56 days | 86% |
| Approve a plan for a child under 9 years | 56 days | 99% |
| Make a time to have a meeting to start your plan if you want to | 7 days | 84% |
Changing a plan
| What we will do | The most days it will take us | Performance at March 2025 quarter (most current data) |
|---|---|---|
| Start setting up a plan reassessment † | 56 days before the review date | 64% |
| Decide whether to do a plan reassessment, if you ask us to † | 21 days | 22% |
| Do a plan reassessment we have agreed to † | 28 days | 84% |
| Make small changes to a plan | 28 days | 39% |
| Review our decisions if we need to | 60 days | 49% |
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.
†Excludes reassessments initiated prior to migrating service processes to the new computer system.
Making a complaint
| What we will do | The most days it will take us | Performance at March 2025 quarter (most current data) |
|---|---|---|
| Fix your complaint if we can | 21 days | 86% |