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 .

Digital Market Service Preliminary Discussion Paper

The NDIA is facilitating the development of a Digital Market Service (DMS), or online marketplace, and welcomes feedback on a Preliminary Discussion Paper.

The DMS is expected to better serve the day-to-day needs of those interacting under the Scheme through a new range of innovative digital services beyond the existing online portal.

There are a broad range of individuals and organisations interacting with the NDIS on a daily basis now and in the future, who are well placed to inform this work. 

This includes participants, families and carers, providers, plan managers and support coordinators, systems aggregators and commercial parties involved in software development, as well as peak bodies, sector representatives and community organisations. 

The NDIA is inviting all interested parties to provide their feedback, ideas and direction for consideration in the development of a DMS, including key issues that a digital platform might address.

Read more about the Preliminary Discussion Paper including how to provide feedback. Submissions close 11.59pm AEDT Sunday 12 January 2020.Improving our online services for NDIS participants 

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.

You can have your say on the future of our online services by completing a short online survey or registering to participate in user testing activities. 

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 enquiries@ndis.gov.au 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. 
• More information about how the NDIS manages personal information is available on the Privacy Policy page.