From time to time, the NDIA may contact participants, providers and stakeholders through phone calls, SMS, emails, letters or other accessible formats to seek feedback on their experience with the Scheme.
All feedback is important to ensure we are continuing to provide services that participants, providers and stakeholders expect to receive at every touchpoint from the Agency.
Check the list below to see what outreach the Agency is currently doing. If you are contacted by the Agency in relation to your plan, the caller will confirm your identity over the phone.
If you’re worried the call is a scam, you can also visit Scamwatch .
NDIS mobile application pilot
The NDIA is developing a mobile phone app for participants to provide a more accessible and user-friendly digital experience.
The app will give participants another way to:
- View their budgets
- View their current plan timelines
- Make and manage claims
To make sure it meets the needs of participants, we are testing an early version of the app with some participants who were invited to give their feedback on how the app could best work.
This pilot will run from July and will give us valuable feedback that we will use to finish development of the app before its public release.
Developing this new mobile app is part of our ongoing commitment to improve the participant experience.
COVID-19 research project
The NDIA is working with the University of Melbourne on a new survey about the changes we made to the NDIS in response to COVID-19.
The survey gives participants, their families and carers a chance to share their experience of interacting with the NDIA and the Scheme during the COVID-19 pandemic. The survey will also help us to understand how NDIS participants have found using telehealth to access allied health services.
If you are interested in participating, please complete the online survey .
Calling about your plan during coronavirus (COVID-19)
There may be a range of reasons the NDIA or Local Area Coordinator is contacting you at the moment.
- We are calling participants who are due for their scheduled plan review. During this call we will discuss with the participant their options, such as renewing or extending their current plan, or doing a full plan review if their circumstances have changed.
- We are calling participants who have health, disability or circumstances which could make them more vulnerable during the Coronavirus pandemic.
- We are continuing to work through our usual process for Assistive Technology items and quotes, or if you have requested a review of your plan.
If we are calling to check in on you and make sure that you can still access supports in your NDIS plan because of the COVID-19 situation, these conversations may lead to plan review, if your situation has changed. You can ask for this to be scheduled for a more convenient time so you can have family or friends support you. Calls may occur outside usual business hours and will be from a private number.
We will always explain if we are undertaking a plan review or any other official process. We will discuss this at the start of the call and confirm at the end you are comfortable with the process and next steps.
To protect your privacy, we will ask you some questions to identify you before we discuss your details
If you are ever unsure about whether a person calling you is from the NDIA, or one of our partners in the community, before you give them any information, you should ask the person to verify your NDIS reference number.
Alternatively, you should take their name and number and call the NDIA back. If you think you may have been contacted by someone wrongly claiming to be from the NDIA, please contact us by emailing firstname.lastname@example.org or calling 1800 800 110.
Improving our online services for NDIS participants
We are seeking the views of participants and nominees on their experiences using the myplace participant portal to inform future improvements to our online services.
Through a range of face-to-face and online engagement activities, we want to better understand:
- how you currently use the portal
- what you like and don’t like about the portal, and
- what portal improvements you might like to see in the future.
We are also interested in understanding the reasons why participants and nominees don’t use the portal.
The online survey will be open until mid-late February 2020. More information on other opportunities to have your say will be published here in early 2020.
If you need support to complete the online survey, please give us a call on 1800 800 110, email email@example.com or talk to your LAC or planner.
You can also subscribe to our eNewsletter to keep up-to-date on how we are making our online services easier.
Assurance review of self-managed payments
- The Agency has selected a number of self-managed NDIS participants to take part in a review of provider payments, in the Agency's Business Assurance Program testing during July-September 2019.
- These participants may receive a call from the National Contact Centre to discuss a specific payment they have made to a provider from their NDIS plan. The call will include a short survey about their experiences of managing their own plan.
- The participants will also be asked to upload documents relating to the specific payment on the myplace participant portal. A follow up letter will include instructions on how to do this.
Customer Satisfaction Surveys
- The NDIA engaged McNair yellowSquares to undertake ongoing customer satisfaction surveys on behalf of the National Contact Centre (NCC). These calls take place between 10am and 8.30pm, Monday to Friday.
- McNair yellowSquares contacts participants, nominees and providers who have recently contacted the NCC and asks about their customer service experience.
- Feedback helps the Agency understand callers’ concerns and issues, which helps ensure we are continuing to improve our service to better meet the needs of participants and providers.
- In line with the Agency’s information handling practices, we provide McNair yellowSquares with the telephone number and the date the caller contacted the Agency. We do not disclose participants’ names, plan details, or any other information. McNair yellowSquares is obligated to handle information with care and dispose of this information once the survey has concluded.