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 .
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.
Market benchmarking survey for TTP eligible providers
The NDIA market benchmarking survey is open from Friday 21 February and has been extended to close at 11.59pm (AWST) on Sunday 15 March. It will take approximately two hours to complete.
Providers who have claimed, or intend to claim, the Temporary Transformation Payment (TTP) between 1 July 2019 and 30 June 2020 must fill in this survey to be eligible to claim for TTP. Providers who do not complete the survey should not claim TTP.
Registered providers eligible to claim TTP have been sent a link to the survey through email. If you are eligible to claim TTP and have not received your survey, please check your junk and spam email folders. If you require assistance with the survey, please email email@example.com and a Deloitte representative will respond to your query within three business days. For urgent assistance between 8.30am-5.00pm Monday to Friday (AEDT) please call 03 9667 5060.
The survey is anonymous and conducted by Deloitte. The survey will collect:
- a range of financial and staffing data,
- a list of the Australian Business Numbers (ABNs) of respondents to cross check against providers claiming TTP.
Responses from this survey will help shape future pricing decisions about the NDIA, and will give providers valuable insight into the market.
A provider who has claimed TTP and fails to fill in this survey may be in breach of their responsibilities under the Provider Payment Assurance Program.
Digital Partnership Program Discussion Paper
The NDIA is developing a Digital Partnership Program (DPP), designed to manage secure access to some of the NDIA’s data and systems.
Access will be managed via Application Programming Interfaces (APIs).
These APIs are being created so providers and software developers can create new tools, apps and digital marketplaces to improve how participants, providers and the NDIA all connect and work together.
To understand how this program could best compliment your business, the NDIA has released a discussion paper to ask for your feedback.
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 firstname.lastname@example.org 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.