What this means for NDIS participants and people with disability, their families and carers?


Visit the 'Pathway experience latest news' page for regular updates to ensure you are aware of any improvements and information about the pathway work and how it relates to you.

Feedback from key stakeholders, helped us identify how we can improve the NDIS experience. Through feedback and workshops, we identified a lot of important issues we need to improve and the new pathway have been designed to respond to feedback and will focus on having:

  • A consistent point of contact, who plays a key role in empowering participants to achieve outcomes;
  • Planning being undertaken with a skilled Local Area Coordinator or NDIA planner who will spend time understanding the unique needs of each participant;
  • A stronger focus on the broader system of supports for people with disability, including other government services such as health, education and transport, to promote greater inclusion and a sense of community for people with disability;
  • Communication which emphasises the objectives of the NDIS, with a clear focus on outcomes and goals during planning discussions;
  • Information that is clear and consistent and available in accessible formats such as plain English and braille; and
  • An improved NDIS portal and tools, combined with more straightforward processes that will reduce the administrative cost for providers.

A pilot will begin in December 2017 in parts of Victoria in partnership with Brotherhood of St Laurence and Latrobe Community Health Services - two established Local Area Coordination (LAC) partners with considerable NDIS experience.
Some of the key features we will initially pilot in parts of Victoria include:

  • Pairing participants with a consistent point of contact based on an individual’s needs – in most cases, this will be a LAC
  • A re-designed plan to make it easier for participants to see how their goals have been recorded and linked to community, other government services and funded supports
  • Face-to-face planning meetings with a LAC, the participant and an NDIA planner to finalise their NDIS plan
  • Participants being able to see a working version of their plan as it is being developed and having the opportunity to ask questions and provide feedback during the planning meeting, to allow for any queries to be discussed and addressed before the plan is finalised.

We will also test features that can be rolled out nationally over the coming months without the need to pilot, bringing more immediate improvements to the participant experience including:

  • A simpler and quicker process to make minor changes to a plan
  • ·Providing participants with the option to allow their providers to view their plan in the portal so providers can better understand their goals and tailor their services accordingly.

Key documents for participants