Choosing the right Plan Manager can make a huge difference to your NDIS experience. A good plan manager makes life easier — helping you pay invoices, track your budget, and understand your plan — while the wrong one can add stress or confusion.
Here’s what to look for, and what to ask, when deciding who to trust with your plan.
1. Look for Clear, Human Communication
You should always feel comfortable asking questions and getting straight answers.
A good plan manager:
- Speaks in plain English (not NDIS jargon)
- Replies quickly to calls or emails
- Takes the time to explain your funding and choices
Ask: “Who will I talk to if I have a question about my invoices or budget?”
2. Check How Quickly They Pay Invoices
Your supports rely on fast, reliable payments. Look for a plan manager who:
- Pays providers within 5 business days
- Keeps you updated when payments are made
- Prioritises reimbursements (payments you have made out of pocket)
- Has a simple way to reeive invoices (email, app, or portal)
- Does not delay large value invoices (like SIL and SDA) for weeks on end
Ask: “What’s your average turnaround time for processing invoices?”
3. Make Sure You Can Track Your Budget Easily
Transparency builds trust. You should be able to see where your money is going at any time and get regular statements.
A great plan manager will help you:
- Understand your Core, Capacity, and Capital budgets
- Avoid overspending or underusing funds
- Plan ahead confidently
Ask: “Can I see my budget online or get regular updates?”
Ask: “Do you have an online portal and phone app?”
4. Choose Someone Who Knows the NDIS Rules
The NDIS can be complex, but your Plan Manager should know it inside out. They should be able to guide you on what’s reasonable and necessary and help you avoid issues before they happen.
Choose a Specialist, Independent (only do Plan Management) Plan Manager.
Ask: “Can you help me understand what’s covered under my plan?”
5. Make Sure You Keep Flexibility
You should always stay in control of your choices. Plan management lets you use both registered and unregistered providers, so your Plan manager should Support your freedom — not limit it.
Ask: “Can I use unregistered providers through you?”
6. Choose People Who Care
Numbers matter, but people matter more. You’ll be sharing personal information with your Plan Manager, so look for someone who treats you with kindness, respect, and consistency.
Ask: “How do you support participants beyond just paying invoices?”
7. Trust Your Gut
After you’ve done your research, call up and speak to a Plan Manager. Then go with the Plan Manager who feels like a good fit. You should feel heard, supported, and confident that they’ll handle your funds with care.
Remember: It’s Your Choice
You can change Plan Managers at any time. If you’re not feeling supported or things aren’t working, you have the right to switch — your NDIS funding stays the same.
Speak to Plan Hero Plan Management
Give the specialist team at Plan Hero a call and you can speak with a Plan Manager to get a feel for them.
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