If you are not happy with the service you are getting from us, please don’t hesitate to let us know your concerns. We are here to help make your life easier, and if we aren’t doing our job we need to fix it!
Download the Complaints Policy below to see how you can raise your concerns with us.
We respect your rights as an individual and your right to privacy and dignity. We strictly monitor our engagement with clients to ensure it is free from abuse, neglect, violence and exploitation and that your rights as a customer are upheld.
Incident Management System
Each participant is safeguarded by our Incident Management System which ensures that incidents are acknowledged, responded to, well-managed and learned from.
Download a copy of our Incident Management System below
Frequently Asked Questions
HOW DO I GET FUNDING FOR A PLAN MANAGER?
If you are currently Agency Managed or Self Managed you won’t have funds in your plan to pay for a Plan Manager. However you can request to have your plan changed to Plan Managed which will provide those funds. You will need to contact your NDIS Planner to request this change.
HOW DO I CHANGE MY PLAN MANAGER?
You will have signed a Service Agreement for your current Plan Manager which covers the period of your plan. If you want to change part way through your plan/agreement you will need to submit a Request for Service through the NDIA to request that your Plan Manager be changed. You will also need to contact your Plan Manager and give them the required notice as per your agreement. Once your Request for Service has been approved by the NDIA, you will then need to sign a new Service Agreement with your new Plan Manager.
HOW DO I PAY MY PLAN MANAGER?
You don’t personally need to make any payments. After you have signed a Service Agreement with your Plan Manager, your Plan Manager will make a Service Booking in the NDIS portal. This will reserve funds that have been assigned in your Plan for Plan Management services. Your Plan Manager will then submit monthly payment requests through the NDIS portal against that Service Booking in order to get paid. This will occur until the end of your Service Agreement. The NDIS will then pay your Plan Manager directly into their account.
HOW DOES MY PLAN MANAGER PAY MY INVOICES?
All you need to do is email us your invoices for payment. We will then load these invoices into your Genius Client Portal and you will receive an email advice alerting you that you have invoices awaiting your approval. Once you approve those invoices in your Genius Client Portal we will submit a payment request via the NDIS portal to claim funds for those invoices. Once we receive funds from the NDIS we will pay your invoices and send remittance advices to your providers.
CAN I GET COPIES OF MY INVOICES?
You sure can. Every invoice that we pay is available 24/7 in your Genius Client Portal. You can view the details on screen or download a copy of the invoice.
DO YOU MEET WITH ME FACE-TO-FACE?
Of course we can. You are welcome to visit us at our office in Coomera on the Gold Coast. If you are not located on the Gold Coast we can meet via web video conferencing or we can communicate over the phone. All of these ways work well and we are here to provide you with a service that meets your personal needs.
HOW DO YOU REPORT TO ME ON MY FINANCIAL PERFORMANCE?
We use state of the art integrated NDIS Plan Management Software, called Genius my NDIS Plan Manager. You will receive log in details to access your own personal dashboard. In this dashboard you will see live information on how your budget is broken down, what you have spent and how much money you have left. You can also access copies of every invoice we have paid.
HOW LONG DOES IT TAKE TO PAY INVOICES?
Our payment terms are 7 days from the day we receive an invoice.