Frequently Asked Questions

If you are a participant or provider, we understand you will have lots of questions about the NDIS. Our FAQs resource aims to provide clear and concise answers to the most common questions we get asked every day. If you can’t find the answer here, message us, visit the NDIS website, or call the National Contact Centre on 1800 800 110

NDIA Glossary of Terms

Don’t know your LAC from your TSP to your AT, you are not alone. Confirm what each acronym means by reviewing the NDIS Glossary of Terms

NDIA Operational Guidelines

Operational Guidelines explain what the NDIA considers when making decisions  and how those decisions are made based on NDIS Legislation & Rules

Enabled4Life

Enabled4Life Business Information

Operational Hours: Mon – Fri 9:00am to 5:00pm (AEDT) excluding public holidays 

Phone: 1300 667 454

All enquiries: engagement@enabled4life.com.au 

Invoices: paymyinvoice@enabled4life.com.au

Accounts: accounts@enabled4life.com.au 

Mail: Level 2, Riverside Quay, 1 Southbank Blvd, Melbourne VIC 3006

Locations: All Australian states and territories

ABN: 91636315930

NDIS Provider #: 4050073162

Facebook: https://www.facebook.com/Enabled4Life/ 

Instagram: https://www.instagram.com/enabled4life/?hl=en

LinkedIn: https://au.linkedin.com/company/enabled4life-ndis-plan-management 

Our team is committed to providing an excellent service and maintaining a healthy relationship with all stakeholders. We believe it is important to constantly review our processes to meet our Participants needs. We encourage you to provide feedback or suggestions here

Does Enabled4Life have local offices?

Enabled4Life is a nationally registered NDIS Plan Management provider.

Our services are delivered non-face-to-face i.e., via phone, email and online. Whilst our Head Office is located at Southbank, Melbourne, we can assist participants across all Australian states and territories. 

We are committed to always providing a responsive and exceptional level of service.

How do I know if my reimbursement claim has been approved?
Once a reimbursement claim form has been submitted to Enabled4Life NDIS Plan Management, a payment request will be lodged with the NDIA as soon as possible. 
 
If the payment request is approved, NDIA will pay Enabled4Life who will distribute those funds within 2 business days. 
 
You will receive a remittance slip via email prior to the deposit of funds into your nominated account. 
 
The status of your claim can be viewed within the Careview Advantage app for those actively using the tool. 
Does Enabled4Life provide any other services?
Enabled4Life is a fully independent, nationally registered financial intermediary, responsible for ensuring payment of Particpants plan managed invoices. 
We only provide NDIS Plan Management to those Participants who have CB Improved Life Choices funded in their plan.
Does Enabled4Life directly hold NDIS funds?

A lot of people believe plan managers hold cash and release funds directly to providers and participants, however this is not correct.

The NDIA holds Participant plan funds, these funds are only released to a Plan Manager once a payment request has been reviewed and approved by the NDIA.

Once approved, the NDIA will transfer funding to the Plan Manager who will distribute the funding to the Service Provider within 2 business days. 

NDIS

Understanding NDIS Plans

An NDIS plan is a comprehensive document tailored specifically to you and your unique life goals. It is meticulously crafted based on the detailed information you provide during your initial planning meeting with your dedicated Local Area Coordinator (LAC). This plan serves as a roadmap, outlining the various supports required to assist you in achieving your aspirations. It also specifies the funding allocation for each support category and details how your funding will be managed – whether it’s through the Agency, Self-management, or Plan Management. Rest assured that your NDIS plan is designed to empower you and help you make meaningful progress towards your goals.

Does the NDIA fund family members to provide supports?
FORMAL SUPPORTS – disability specific services or equipment using NDIS funding which you receive from a service provider. 
INFORMAL SUPPORTS – these include the family, carer and community support that is available to a person (unpaid).
MAINSTREAM SUPPORTS – such as education, health, medication, or other community services

When determining what funded supports a person requires in their NDIS plan, the NDIA Planner will consider what supports the person currently receives (or should reasonably be provided) from informal and mainstream supports. 

 
NDIA will only fund family members (parents, siblings, and other family members) to provide supports in exceptional circumstances. The NDIA will not fund a family member to provide personal care or community access supports unless all other options to identify a suitable provider of supports have been exhausted.
 
The Plan Manager must receive confirmation in writing from the Agency stating informal supports can be claimed and paid from a Participants plan. 
 
Detailed information can be found here
Is reporting suspected fraud everyone’s responsibility?

Fraud Strategy Statement

The NDIA expects everyone who engages with the NDIA and NDIS to act with honesty and integrity.

Participants, nominees and providers who use NDIS funds to pay for supports in line with an NDIS plan must comply with relevant Australian laws, rules and regulations.

NDIA staff, partners and contractors must also make sure that Commonwealth money is used in accordance with the law.

If you think someone is doing the wrong thing with NDIS funds, you should report it to the NDIA.

Your report will be kept confidential, and your rights are protected by law.

Emergency Contacts and Crisis Support Information

! Emergencies – A serious and dangerous situation requiring immediate action.

If you or someone you know is experiencing an emergency, call Triple Zero 000.

In an emergency if you have a hearing or speech impairment, call 106 to make a text emergency call.

If you need translation or interpreting services, call 131 450.

! Crisis – A period of intense difficulty, anger or danger which results in a traumatic change in your situation. 

If you find yourself in a crisis and need support, please call one of the below organisations.

  1. Domestic Violence (24/7): 1800 737 732
  2. Lifeline (24/7)): 131 114
  3. Kids Helpline: 1800 551 800
  4. Mental Health Access: 1300 642 255
  5. Suicide Call Back Service: 1300 659 467
  6. Beyond Blue: 1300 224 636
  7. Headspace: 1800 650 890
  8. Concerns about a person with a disability who is in receipt of NDIS funding, please call the NDIS Quality & Safeguards Commission on 1800 035 544
  9. Concerns about anyone with a disability, please call The National Disability Abuse and Neglect Hotline on 1800 880 052
Do all registered and non-registered providers need to abide by the NDIS Code of Conduct?

The Code is an important part of the NDIS Quality and Safeguarding Framework. It promotes the health, safety and wellbeing of persons with disability, by setting out acceptable, appropriate and ethical conduct for NDIS providers and workers delivering supports or services in the NDIS sector. The obligations in the Code are fundamental to the rights of people with disability set out in the UN Convention on the Rights of Persons with Disabilities. The Code of Conduct applies to ‘Registered’ and ‘Unregistered’ providers alike.

To read the complete document click here

What is the NDIS and what supports are included?

The National Disability Insurance Scheme (NDIS) is an Australia-wide scheme funded by the Australian Government for eligible people under the age of 65 who have a permanent and significant disability, it was legislated in 2013 and was fully operational by 2020.

The scheme provides support to eligible people with intellectual, physical sensory, cognitive, and psychosocial disability. It is designed to help Participants to get the support they need so their skills and independence can improve over time.

NDIS Guidelines: How decisions are made

The NDIS covers the cost of supports across a wide range of areas, from education, employment, and community participation through to living arrangements, independence, health, and wellbeing. What’s covered in your plan will really depend on your individual situation and life goals. The NDIS uses the “reasonable and necessary” framework and NDIS legislation and rules to determine what support you can be funded for.

Further information about what the NDIS will fund can be found on the NDIS website “Would we fund it” page.

Further information about NDIS operation guidelines can be found here.

What is the NDIA?

The National Disability Insurance Agency (NDIA) is an independent statutory agency, the agency is responsible for implementing the NDIS in every state and territory.

The NDIA works closely with relevant Commonwealth and State Government departments to manage and support the National Disability Insurance Scheme (NDIS) to ensure people living with a disability continue to receive the support they require. 

What is the NDIS Provider Finder Tool?

NDIS Provider Finder is a service directory, use the tool to find a registered provider in your area.

Provider Finder will display critical information about the registered service provider such as the business website, phone number, email and address. 

You can refine your search by using the filters including provider status, registration group and state/territory.

NDIS Provider Finder

What does reasonable and necessary support mean?

The Australian Government created laws outlining what the NDIA can fund under the NDIS. All supports need to meet the criteria in these laws before they can be funded, these criteria are referred to as the NDIS funding criteria. 

To be funded, your supports must be:

  • Value for money
  • Related to your disbability
  • Effective and beneficial
  • Most appropriately funded by the NDIS

The term ‘Reasonable and necessary’ refers to the criteria that the NDIA use to assess your proposed plan and approve your supports. This list of criteria is found in the Rules from Sections 33 and 34 of the NDIS Act.

It means the NDIS will fund supports that help you (the participant) to:

  • Reach your goals, objectives and aspirations

  • Maximise your independence and undertake activities enabling you to participate in the mainstream community and in employment while taking into account your informal (unpaid) supports and formal (paid) supports in place already. Informal support might come from friends, family or community services. Your formal support might come from the departments of health or education.

When the NDIA makes decisions about which supports would be R&N for you (the Participant), they refer to the individual operational guideline for each support. Not only must each support meet the criteria seperately, they must be the criteria when considered as a package. 

Read more here: NDIS Reasonable and necessary supports

What is the NDIS Provider Register and Compliance and Enforcement Actions?

NDIS Quality and Safeguards Commission NDIS Provider Register and Compliance and Enforcement Actions published in accordance with the NDIS (Provider Registration and Practice Standards) Rules 2018

The NDIS Quality and Safeguards Commission publishes a NDIS provider register and compliance and enforcement actions which outlines any action taken against an NDIS provider, including those that are not registered. 

NDIS Provider Register (part 1 of register)

Search for a provider:

  1. that is currently registered with the NDIS commission (approved), or
  2. whose registration has been suspended or revoked.
  3. who is banned to provide services?

Compliance and enforcement actions (part 2 of the NDIS Provider Register)

Information on the compliance and enforcement action taken by the NDIS commission against a provider or individual, including banning orders, compliance notices and suspensions of registration.

How do I access the NDIS?

An access request can be started over the phone by calling the NDIA on 1800 800 110 between 8am – 8pm.

To be eligible you’ll need to meet some basic criteria relating to your age, Australian Residency status and the nature of your disability. You can find out if you meet the access requirements at https://www.ndis.gov.au/applying-access-ndis/how-apply

How do I contact the NDIS?

Hours: Monday to Friday 8am to 8pm (local time)

Phone: 1800 800 110

Webchat:  https://www.ndis.gov.au/

E: enquiries@ndis.gov.au

Translating and Interpreting: For a free-of-charge translator or interpreter phone 131 450

Hearing or Speech Loss: TTY – 1800 555 677 or Speak and Listen – 1800 555 727

National Relay Service: Visit the National Relay Service website or phone 1800 555 727 then ask for 1800 800 110

What is PACE?

PACE is the new computer system based on Salesforce and is being rolled out nationally by the NDIA. 

It will replace the current SAP  based Customer Relationship Management System (CRM). 

How to endorse your preferred provider in PACE.

Existing Enabled4Life Participants: For existing Enabled4Life participants transitioning onto PACE upon the expiration of their current plan, there is no requirement to endorse Enabled4Life as their preferred plan manager, as an established connection already exists.

New Enabled4Life Participants: New Enabled4Life participants whose NDIS plans are approved in PACE and have selected Enabled4Life as their Plan Manager, endorsement of Enabled4Life is necessary. This endorsement can be completed through one of the following options:

  1. During their planning meeting or plan reassessment meeting.
  2. By contacting the National Contact Centre at 1800 800 110.
  3. By reaching out to their Local Area Coordinator (LAC) or Early Childhood Early Intervention Coordinator.
  4. Upon receipt of a signed service agreement, Enabled4Life will initiate a relationship request in PACE to the participant’s NDIS representative, LAC, or ECEI Coordinator.

Choosing Enabled4Life as your Plan Manager: When selecting Enabled4Life as their Plan Manager, participants must provide specific details to their NDIA Planner, LAC, ECEI Coordinator, or National Contact Centre representative. These details include:

  • Organisation Name: Enabled4Life Enterprises
  • NDIS Provider Registration Number: 4050073162
  • Email: engagement@enabled4life.com.au 
  • Phone: 1300 667 454

Changing Plan Managers: Participants wanting to transfer to Enabled4Life should contact their NDIS representative or the National Contact Centre at 1800 800 110 to communicate their decision and ask that Enabled4Life be endorsed as their preferred provider. Once Enabled4Life is recorded as the preferred provider on the participant’s plan, they can commence claiming.

Finalising Claims: Outgoing plan managers have 30 days to finalise claims before their role is transferred to the new plan manager.

Support Coordination

I'm a support coordinator. Should I submit service agreements to Enabled4Life?
If your participant has signed a service agreement with a provider, please submit this agreement to engagement@enabled4life.com.au
Enabled4Life will store all copies of provider service agreements against the Participant’s profile in our secure document management system.

 

I'm a support coordinator. Can I sign up my Participants with Enabled4Life?
If you have the Participants authority to act on their behalf, you can sign our plan managed service agreement on their behalf.

You can sign up your Participant with Enabled4Life NDIS Plan Management online in less than 5 mins.

Upon sign up, Enabled4Life will ensure you receive a copy of the Participants activity statement on the first day of the month and read-only access to our support coordinator portal.

I am a support coordinator, how can I check my client's budget?

If you provide support coordination to a Participant who is Plan Managed by Enabled4Life, you will need to action the following,

  • Email engagement@enabled4life.com.au a copy of your signed service agreement or consent to share documents, alternatively an email from the Participant or their representative stating you are the nominated support coordinator 
  • Enabled4Life will list you as the nominated support coordinator, upon which you will receive a copy of the Participant budget summary on the 1st of each month and be given read-only access to our support coordination portal. 
If you’re a registered provider and the Participant’s support coordination budget is agency managed, you can access the plan view as a registered Provider in the NDIS myplace portal. 
Please refer to page 12 of the Myplace Participant Portal Step by Step Guide – “Sharing you plan”, click the link below to view the portal guide.

Sharing your plan

Myplace Participant Portal Step by Step Guide

Providers

What do I do if I believe an invoice has not been paid or has been missed?

All invoice enquiries must be made in writing via email, Enabled4Life will not investigate payment of an invoice made via phone. 

If you believe an invoice has been missed, please send the details to engagement@enabled4life.com.au including a copy of the invoice. Please include “Invoice Escalation” in the heading of your email.

A realistic expectation of 5-7 business days is asked of provider’s before escalating an outstanding invoice, this will ensure we operate as efficiently as possible and limit the number of enquiries. If an invoice is outstanding, our team will make it a priority payment once it has been brought to our attention via an escalation. 

A remittance advice/slip will be issued to the nominated provider email address prior to the payment being transferred to the business bank account.

Enabled4Life accepts no responsibility for payments being made to an incorrect account when incorrect account details have been supplied by the provider. 

 

Biller Authorisation Forms

Enabled4Life is not party to nor do we sign Biller Authorisation forms asking us to guarantee and become liable for funds.

As we do not coordinate the Participants supports, administer the National Disability Insurance Scheme, nor approve NDIS funds, this is an unreasonable expectation. 

We are more than happy to perform our duty of paying the invoice as quickly as possible and monitoring the budget with the information we are supplied with.

What happens if I submit an invoice which exceeds NDIS price limits?

Just like Medicare, Enabled4Life will pay the amount that the NDIS allows as per the Plan Manahed pricing controls.  

Our claims team will return the invoice to the provider and explain to the following,

  • Their hourly rate must be lowered as per NDIS price limits, or
  • If the provider and participant have agreed on a rate which exceeds the NDIS price limit, the provider must submit an invoice to the Plan Manager for the NDIS funded component only. A separate invoice containing the GAP fee must be sent to the participant who will fund this privately.
What information must I include on my invoice?
An invoice is a source document given to the buyer (NDIS Participant) by the seller (Service Provider) to collect payment.

It must include the cost of the services rendered or products purchased, it can also serve as a legal record.

Invoicing is a critical part of a business process and is the last step between delivering a service or product and receiving payment.

Invoices should appear professional and be delivered to Enabled4Life via email to paymyinvoice@enabled4life.com.au

Invoices must be submitted via email as a non-editable file type only i.e, PDF. Enabled4Life will not click on any third-party invoice or payment link to download a PDF copy of an invoice.

Invoices should be addressed to the NDIS Participant, as they are the title holder of the funded plan. Enabled4Life does not grant consent for any third party to establish a debit account in its name. The NDIS Participant should be recognised as the account holder, and invoices should be issued accordingly to ensure compliance with NDIS guidelines and proper financial arrangements.

All invoicing rules when funding is plan managed apply to both registered and non-registered providers.

Any invoice which does not contain the following information as per NDIS claiming rules, will be returned to the Provider as non-compliant with a request for it to be amended.

Plan Managers must store invoices or receipts for 5 years and we will not be able to claim supports for a Participant if we do not have the evidence needed.

NDIA regularly audits Plan Managers to make sure they are performing the necessary checks. When they do an audit, they will ask the plan manager for the information they used to make the claim.

Provider information – Details about your business 

  • Provider name 
  • Provider ABN 
  • Provider registration number – where applicable 
  • Provider invoice number – must be unique 
  • Provider invoice date – Australian format DD/MM/YYYY 
  • Provider account name 
  • Provider BSB 
  • Provider account number 
  • Provider email – this will be recorded for the purpose of issuing a remittance

Participant information – Details about your client 

  • Participant’s First and Last Name
  • Participant’s NDIS Reference Number 
  • Participant’s Address 

Invoice Information – Details about your service

  • Support delivered from date – DD/MM/YYYY 
  • Support delivered to date – DD/MM/YYYY 
  • NDIS support item number – For example, 01_011_0107_1_1. 

(Always confirm how your client wishes to pay for your services in line with their Plan Managed Support Budgets, this is not the responsibility of the plan manager).

  • Description of service provided 
  • Claim type – Standard, Cancellation, Travel, Non-Face-to-Face, Irregular SIL Supports, NDIA Report or Telehealth Services 
  • Unit price/hourly rate – your agreed hourly rate, in accordance with NDIS pricing arrangements
  • Invoice total

Where Enabled4Life has communicated to a Service Provider on multiple occasions regarding a non-compliance issue, no further attempts to communicate will be made, the invoice will be filed. 

      What is the difference between an unregistered and registered provider?

      Having a Plan Manager allows you to access both registered and non-registered providers. 

      A provider who wishes to go through the registration process can do so via the 

      NDIS Quality and Safeguards Commission. However, not all providers choose to register but doing so can provide the participant with some confidence the providers services and supports meet the level of quality and safety in the NDIS Practice Standards. 

      The main differences between unregistered and registered providers are, 

      • Only registered providers can claim their invoices with the NDIS directly under the agency managed model.
      • non-registered providers can only offer support to plan and self-managed participants.

      All providers irrespective of their registration status and their workers must comply with the NDIS Code of Conduct. Guidelines are available to help provider and their employees understand their obligations under the NDIS Code of Conduct.

      NDIS Code of Conduct (NDIS Providers)

      NDIS Code of Conduct – Guidance for service providers

      Where can my service provider learn how to run their business under the NDIS?

      Our obligation at Enabled4Life Plan Management is to ensure we provide the most efficient service in making claims for our participants and that is our focus. We also love empowering people to learn how to better manage this scheme through referring them to the correct channels.

      There are services your providers can access for advice, these include:

      Business Enterprise Centres have NDIS Business Counsellors for assistance for all service providers

      In addition, training modules for service providers can be accessed at the NDIS Quality and Safeguards Commission. 

      Who approves NDIS quotes and who has reasonable and necessary delegation?

      NDIA Delegates – Commonly referred to as NDIA Planners, Delegates are NDIA staff members with delegated authority from the NDIA CEO to make decisions under the NDIS Act 2013.

      Plan Managers have accounting qualifications to achieve their registration status as a third-party payer, Enabled4Life NDIS Plan Management does not approve quotes, nor do we have reasonable and necessary delegation. 

      Home Modification and some assistive technology quotes (based on the product risk and price) need to go through the NDIS for approval.

      Please refer to the NDIS website for a full explanation regarding assistive technology pricing levels and the subsequent process for each. 

      What are the NDIS claim types and cancellation reasons?

      Claim Types 

      • STAN – Standard or Face-to-face 
      • CANC – Cancellation 
      • REPW – Report Writing 
      • TRAN – Provider Labour Travel 
      • NF2F – Non-face-to-face 
      • THLT – Telehealth 
      • IRSS – Irregular SIL Supports 

      Cancellation Claim Types 

      • NDDH – No show due to health reasons 
      • NSDF – No show due to family issues 
      • NSDT – No show due to availability of transport  
      • NDSO – Other 

      Participants

      What to do if I receive a new NDIS Plan?

      If you have provided Enabled4Life ongoing consent and receive a new plan, we will setup and manage your new Plan Managed support budgets.

      Your new service contract and support budgets will be reflected in our budget app. 

      We are not automatically provided with a copy of your plan, should you wish to share this, it can be emailed to engagement@enabled4life.com.au

      Alternatively, you can share your plan with Enabled4Life via the NDIS myplace participant portal.

      The Share My Plan function enables you to share sections of your plan with Enabled4Life, refer to page 12 Share My Plan section of the NDIS step-by-step Guide.

      What are the benefits of being plan managed by Enabled4Life?

      Financial Intermediaries can provide NDIS Participants with many advantages by handling the administrative functions (paying invoices and securely storing plan documentation) whilst offering greater autonomy on how they would like to receive their supports and who from.  

      Additional benefits Enabled4Life offer include, 

      • Streamline claims processing 
      • Access non-registered and registered service providers 
      • Knowledge and support
      • No cost to the Participant, funded by the National Disability Insurance Agency
      • Safe and secure storage of NDIS related documents
      • Forecast tool can provide updates on spending averages and funding balances
      • Our software ensures you receive access to customised financial reports issued monthly including access to our budget app. 

      Plan Managers do not organise or coordinate direct service needs. 

      You can sign up to our services here

      When will I need a service agreement for plan management with Enabled4Life?

      We require a service agreement to be completed when:

      • You wish to transfer to Enabled4Life from another plan manager.
      • You first begin your plan.
      • If you get a subsequent plan, or for each plan each year*
      • If you have a plan review*

      You can sign up to our services here

      *Our service agreement gives the Participant the option to authorise the management of new or subsequent plans, new agreements are not required in these instances.

      How do I sign up with Enabled4Life?

      We believe in simplifying the sign-up process by making it a worry-free experience.

        1. Get started with our online signup
        2. Submit your service agreement.
        3. The Participant or their representative will receive a copy of the agreement and a Welcome email (please check junk/spam folders)
        4. Enabled4Life’s National Intake Team will receive a copy of the completed agreement, setup will be finalised within 2 business days.
        5. Participant or their representative will receive an email with their Budget App registration details (please check junk/spam folders)
        6. Onboarding process is complete, your service providers can now submit their invoices to paymyinvoice@enabled4life.com.au
      How do I give my plan manager electronic access to my NDIS plan?

      The NDIA does not provide your NDIS Plan Manager with automatic access to your NDIS plan when you sign a service agreement due to privacy concerns. Only you can request a copy of your NDIS plan from the NDIA and authorise your plan manager to have electronic access to your plan goals and plan managed budget information via the NDIS myplace participant portal.  

      By providing Enabled4Life with electronic access to your NDIS plan, we can see updates and changes as they happen. We can also process your invoices faster, assist you to better manage your plan, and support you to exercise greater choice and control.

      Follow these steps to provide Enabled4Life with secure electronic access to your NDIS plan:

      1. Log in to your myGov account.
      2. Under ‘Your services’, select ‘National Disability Insurance Scheme’ – this will take you to ‘myplace’.
      3. Select ‘My Plan’
      4. Select ‘View My Plan’
      5. Click ‘Review or change who can see the plan’ – this sits under the plan start/review dates in the centre at the top of the page.
      6. Select ‘Share My Plan’ under ‘My Contact Details’ – tick the section titled ‘Share plan with Plan Manager’ and follow the prompts.
      7. In response to the question ‘Why are you updating or changing who can see the plan?’, you can simply respond: ‘So that Enabled4Life has electronic access to my NDIS plan’.
      8. Select ‘Submit’ – and that’s it!

      Enabled4Life will not share your NDIS plan information or distribute a copy of your NDIS plan without your consent.

      How do my service providers send an invoice to Enabled4Life?
      Where can I purchase continence products from?
      The National Disability Insurance Agency has created a Continence Provider List to help participants, their families and carers find reliable information on products and suppliers.
      The list is not exclusive and if your funding is self or plan managed, you can use a supplier of your choosing. 
      Continence Foundation of Australia  website provides detailed information on continence products.
      The National Continence Helpline has continence advisors who can provide expert advice, resources and information about local services, they can be contacted on 1800 33 00 66 8am-8pm Monday to Friday AEST. 
      How do I endorse Enabled4Life as my Plan Manager in the new my ndis provider portal?

      The NDIA is building a new business system called PACE.  The new system will be tested before it is rolled out Nationally. 

      Part of this new system includes a new provider portal called myndis provider portal, this portal will eventually replace the current myplace provider portal where plan managers process payment requests. 

      These improvements will lead to a more user friendly, cohesive, and quality experience for Participants, Providers and NDIA representatives. 

      For those Participants whose NDIS plan is created in the new myndis provider portal and who have elected for their funding to be Plan Managed, an endorsement process is now required. 

      As part of this process, you must endorse Enabled4Life as your Plan Manager.

      This can be completed by nominating Enabled4Life as your Plan Manager at your plan or implementation meeting or at any time by calling the National Contact Centre on 1800 800 110 between Monday to Friday 8am to 8pm (local time). 

      Our registered provider details are below, please provide this information to your NDIA Planner (delegate), Local Partner in the Community Area Coordinator or National Contact Centre representative. 

      Organisation Name: Enabled4Life Enterprises Pty Ltd

      NDIS Provider Registration Number: 4050073162

      Email: engagement@enabled4life.com.au

      Phone: 1300 667 454

      Upon being endorsed, the Plan Manager will:

      1. be able to view participant plans and budgets that are plan managed 
      2. manage and monitor a participant’s budget
      3. manage a participant’s NDIS claims and disburse funds to providers for services delivere
      Does Enabled4Life provide plan budget forecasts?

      Enabled4Life can provider their Participants with a plan budget forecast, these can be requested at any time by emailing engagement@enabled4life.com.au

      Enabled4Life plan budget forecast will outline the following for your active plan period:

      Budget Amount is the total amount for the budget category.

      Average Daily Spend is the total amount spent divided by the number of days between the service contract’s start date and the current date (or the service contract end date if that comes sooner).

      Contract Start Date is the value recorded in the service contract’s ‘start date’ field.

      Contract End Date is the value recorded in the service contract’s ‘end date’ field.

      Budget at Contract End Date is the amount of funding which will be left in that budget category when the service contract’s end date is reached, if the average rate of spending is continued.

      Forecasted Budget Consumption Date is the date the funding will be exhausted for that budget category if the average rate of spending is continued.

      Please note, daily spend values are based on averages and do not account for situations where Participants increase/purchase more services exceeding the value of their approved plan funding.    

      Enabled4Life accepts no responsibility should an overspend occur.

      What can I purchase with my consumable budget?

      LOW COST ASSISTIVE TECHNOLOGY | LESS THAN $1500.00

      Consumables including low-cost low-risk assistive technology are everyday items required to help manage your personal disability related needs. Individual items cannot exceed $1500.00, should not cause harm in day-to-day life, should be easy to use, can be setup without professional help and do not require modification. Some examples of these daily items are,
      • Wound care products
      • Continence products 
      • Catheters 
      • Pumps and syringes for home eternal nutritional purposes 
      • Nutritional supplements
      • COVID-19 consumables such as Rapid Antigen Tests, face masks, face shield and gloves (weekly cost should not exceed $50.00)
      • personal care and safety products
      • vision or hearing-related products
      • Specialised bedding
      • modified eating aids
      • Basic seating
      • Basic mobility equipment
      • Basic transfer equipment
      • Basic domestic equipment
      • Communication devices
      • Prosthetic and Orthotics
      • Daily living solutions including nonslip bathmats, adapted devices for eating and cooking and devices to assist with dressing and undressing

      The Assistive Technology guide for low cost support funding will help explain how much these items should cost. 

      The Assistive technology product risk table will detail different risk levels of AT, this will support you to find and access the AT you require. 

      The Assistive Technology, Home Modifications and Consumables Code Guide lists the most used supports to assist providers to claim payments using a ‘best-fit’ approach, and to assist participants with consistent terminology for AT comparison. Listing in this guide does not mean that an item would be considered reasonable and necessary for a particular individual under the NDIS, nor is it a comprehensive list of what may be considered

      How do I find service providers?

      NDIS PROVIDER FINDER | USE THIS TOOL TO FIND A REGSITERED PROVIDER IN YOUR AREA OR ONLINE

      DISABILITY GATEWAY| NATIONAL RESOURCE CONNECTING YOU TO INFORMATION AND SERVICES

      If you require assistance with supports or access to services, a Support Coordinator can aid in this area should your plan contain funding for this role. Your Local Area Coordinator is also available to provide ten hours of Support Coordination.

      Alternatively, call Disability Gateway on 1800 643 787 or visit their website . Disability Gateway aims to connect people with a disability, their family, friends and carers to information and services they need throughout Australia. 

      You can also find service providers in your local area by contacting your local NDIS office, calling the National Contact Centre on 1800 800 110 or checking the list of registered service providers in your area using the NDIS Provider Finder tool

      What is deemed reasonable and necessary under the NDIS?
      Reasonable and Necessary Supports | Types of supports and services the NDIS will fund 
      The NDIA will provide funding for what is deemed a ‘reasonable and necessary’ support. These are goods or services directly relevant to the participant achieving the specific goals and objectives detailed in their current NDIS plan, increasing their independence, and increasing their capacity to participant in the community and workplace. 

      The NDIA will be unlikely to approve funding for supports or services that are not deemed to be related to a participant’s disability, such as items everyone must pay for like day to day living costs, gym memberships, entertainment, food.

      They are also unlikely to provide funding for supports and services already delivered by other government services, your family, carers, networks and the community, items that do not represent value for money, and items that may pose a risk of harm to the participant or others.

      The NDIA will determine what funding is provided to a participant based on the National Disability Insurance Scheme Act 2013 and Operation Guidelines for each specific support. 

      More information about reasonable and necessary supports and their associated rules can be found below.

      Reasonable and necessary supports

       What are reasonable and necessary supports

       National Disability Insurance Scheme (Supports for Participants) Rules 2013

      Can plan managed participants have invoices priced over the NDIS price guide?

      As stated in the NDIS Pricing Arrangements and Price Limits document (previously the NDIS Price Guide),plan managed participants cannot pay above the price limit using their NDIS funding. Should the providers hourly fee exceed the NDIS price limit, the participant must cover the GAP fee privately. Participants and Providers can negotiate lower hourly rates, all fees must be agreed to by both parties. 

      Further information regarding price controls can be found on the NDIS website.

      What is the difference between support coordination and plan management?

      Support Coordinators help you to choose service providers, regularly review your supports and action your plan. It’s especially useful if you need to engage lots of different service providers. Find out how to get support coordination included in your plan

      A Plan Manager transacts for you on your behalf in the NDIS portal and pays the invoices of your service providers.

      If you are not allocated a Support coordinator in your plan, you are deemed able to coordinate the supports yourself. Please note in this instance it is the role of the Local Area Coordinator to assist you with 10 hours of support connection. 

      To assist you with coordinating the projection of your supports please take advantage of our NDIS calculator that is available to participants, their representatives, and Support Coordinators.

      What category is plan management claimed from?

      NDIS PLAN MANAGEMENT | NO COST TO THE PARTICIPANT

      There are 3 support groups which can make up a Participants plan, CORE, Capacity Building and Capital. 

      The support groups comprise 15 support categories, Plan Management being number 14. If approved, Plan Management is added to a plan under CB Improved Life Choices

      Plan Management is funded by the NDIA and is separate to your other funded supports, you do not need to pay any out of pocket costs to the Plan Manager.

      Which service providers do you recommend?

      Enabled4Life is a fully independent financial intermediary, we remain committed to the Participant exercising full choice and control over their NDIS plan and engaging providers of their own choosing. 

      We do not offer recommendations; however, we can provide information relating to disability resources. 

      Service Directories

      NDIS Provider Finder

      MyCareSpace

      Disability Support Guide

      Clickability

      Infoqore

      Other disability resources

      Disability Gateway

      National Disability Services

      IDEAS Disability Information

      What is a service provider agreement?

      SERVICE AGREEMENT PURPOSE | To ensure participants and providers have clear expectations about what each party has agreed to.

      NDIS expects a written service agreement between Participant and Provider is in place however they are not compulsory except for Specialist Disability Accommodation (SDA) supports.

      Service Agreements should reflect what both parties have agreed to and include terms such as what supports will be provider, the frequency of those supports, method of service delivery (i.e., Face-to-face, Telehealth etc), pricing for NDIS services, establishment processed and dispute resolution. 

      If a dispute arises between parties, a service agreement can be referred to. Providers must ensure the participant or nominated decision maker comprehend the terms of the agreement and can meet any obligations that rest with the participant. 

      Providers should be aware of their obligations under Australian Consumer Law when creating a service agreement. Information regarding these obligations when supplying goods or services to consumers with a disability can be found on the Australian Competition and Consumer Commission (ACCC) website.

      NDIS – Things to think about when making a service agreement

      Can I be reimbursed if I pay for a service or product myself?

      If you’ve already paid a service provider and would like Enabled4Life to ask the NDIS to reimburse you out of your NDIS funds, you will need to complete our Enabled4Life Reimbursement Claim Form

      By submitting a reimbursement claim/s, you declare the supports and or/items have been received and paid in full and that they meet the “reasonable and necessary” legislation of the NDIS and are applicable to your plan goals and approved funding.

      Please note that Enabled4Life can only reimburse costs that are approved by the NDIS.

      All reimbursements must be submitted with the source document (Invoice). This is the original document that contains the details of a business transaction. A source document captures the key information about a transaction, all invoices must include the below.

      Order confirmations, quotes, shipping slips cannot be accepted as a source document. 

      • Invoice Number
      • Invoice Date
      • Participant’s Full Name
      • Participant’s NDIS Number
      • Providers contact details
      • Providers bank details
      • Provider ABN
      • Description of service provided
      • Appropriate NDIS claim line item (you should always confirm how your client wishes to pay for your services in line with their Plan Managed Support Budgets)
      • Claim type – Standard, Cancellation, Travel, Non-Face-to-Face, Irregular SIL Supports, NDIA Report or Telehealth Services
      • Start Date – For all claim types
      • End Date – For all claim types
      • Date range/period is not acceptable
      • Rate or Charge in accordance with current version of the NDIS Pricing Arrangements and price limits document.
      • Invoice total

      The NDIS Price Guide outlines pricing arrangements for various supports, including how providers must invoice, any price caps which apply, and if a quote is required before goods or services can be purchased. 
      We are unable to process reimbursement from your plan for services charged above the NDIS set rates, which are generally GST exclusive. If the prices for services are above the NDIS rate, you will need to fund the Gap Fee privately. 

      View NDIS pricing arrangements for further information

      Most services provided to participants under the NDIS are GST free, for additional information refer to the ATO website.

      Enabled4Life Fact Sheet_Invoice for NDIS services

      Enabled4Life Invoice Generator

      How do I calculate my NDIS budget?

      You will have access to the My NDIS participant portal to track the funding of your plan, it is also the role of the Local Area Coordinator to provide training on this.

      Enabled4Life Customer Relationship Management software issues statements to the Participant’s registered email address on the 1st of each new month. Please also utilise the Enabled4Life calculator to assist you with a funding projection of your budget to ensure you do not oversubscribe your funding.

      What if I am not happy with my NDIS plan?

      If you want to later change something in your plan, you can always ask for a review of your plan. Make sure you explain as clearly as possible how and why you need to make the adjustments (for example, if your personal circumstances have changed). 

      For information on how to access a review through the NDIS go to: https://www.ndis.gov.au/participants/how-review-planning-decision

      For information on how to access a review independent of the NDIS through the Australian Appeals Tribunal go to https://www.aat.gov.au/apply-for-a-review/national-disability-insurance-scheme-ndis/can-we-help

      Which tasks are out of scope for a plan manager?
      • Transacting above the stipulated NDIS price limit 
      • Directly holding participants money (A compliant claim needs to be made in the NDIS portal to receive the funds)
      • Support Coordination
      • Funding projections
      • Assisting the Participant to explore and connect with service providers
      • Management or maintenance of the entire plan
      • Day-to-day plan administration
      • Maintain a Participant’s supports through scheduling services
      • Provide disability related advocacy services
          How do I become plan managed?
          To be plan managed, you must have Improved Life Choices included in your NDIS plan. For those with an upcoming planning meeting or review, be sure to request Improved Life Choices is included in your plan. This covers all plan management fees so there is no expense to you. If you are currently self or agency managed and would like be plan managed, you can request a ‘soft touch’ review of your NDIS plan to have plan management included. 
          You will need to call the NDIA National Contact Centre on 1800 800 110 or speak with your Local Area Coordinator or Early Childhood Early Intervention Coordinator. 
          How much does NDIS plan management cost?
          If Plan Management is part of your plan, then the cost of those services is covered by the NDIS. Plan Management is available to all participants – ask for it when planning your NDIS Plan.
          Enabled4Life will receive funding from the NDIS for financial administration as stated in your plan under Improved Life Choices. This amount consists of a financial set up fee, as well as a monthly payment for financial administration. We do not charge your plan anything outside of the plan dedicated amount.
          The most current version of the NDIS Pricing Arrangements and Price Limits document can be found here.
          What is NDIS Plan Management?

          The NDIS provides basic funding to deliver plan management administration services on a month-to-month basis. This is delivered by funding specifically allocated for your Plan manager under Category 14 – Improved Life Choices. You must have this funding in your Plan to be Plan managed.

          Being plan managed means that a NDIS registered plan management provider (such as Enabled4Life NDIS Plan Management) takes care of the National Disability Insurance Scheme funding on the participant’s behalf, ensuring timely payment of invoices and other admin. This relieves the stress that can be associated with claiming payments through the NDIS myplace portal and the burden of archiving receipts.

          Our services are Plan setup, establishment meetings, monthly financial administration to pay your service providers in a timely and accurate manner in accordance with your Plan and finally, a monthly statement recording the financial activity in your Plan.

          Enabled4Life’s monthly plan management service will include the following:

          • Making claims and paying providers
          • Payment remittances
          • Monthly statements
          • Budget tracking via an app
          • Support Coordination portal
          • Invoice approvals and rejections via an app
          • Budget forecasts (where requested)
          • Low funding alerts (at our discretion)
          • Administrative assistance with NDIS pricing arrangments and price limits for both Participants and their Providers.
          How do I transfer to Enabled4Life?

          Transferring to Enabled4Life is a simple process and something you can do at any stage of your plan.

          If you wish to transfer, you will need to give your current plan manager notice in writing like the below text. 

          Dear <Insert Name>

          I would like to cancel my service agreement with you for Plan Management. As per your service agreement, the notice period ends in [x] business days from today’s date.  

          When closing the current service bookings in the NDIA portal, please reduce the available funds for all budgets to zero dollars to allow my new Plan Manager access to my funding.  

          Please forward any unpaid invoices from my current NDIS Plan to paymyinvoice@enabled4life.com.au and confirm the date you will release my service bookings. 

          If the cancellation notice period can be waived to ensure a faster transition, please let me know. 

          Thank you for your past support. 

          Regards

          <Insert Name>

          In the meantime, you can sign up with Enabled4Life. 

          On the date of exit, your Plan Manager will finalise their PRODA service bookings and release all funding.

          Enabled4Life will complete your onboarding and begin acting as your Plan Manager. 

          Enabled4Life is now responsible for paying invoices from the start of your plan date, irrespective of the date you transferred or the date the services were delivered. This will ensure any invoices submitted late by your service providers prior to your transfer can be paid.

          What is an NDIS reimbursement?

          Have you paid out of pocket for an NDIS support? Then you might be able to claim a reimbursement.

          A reimbursement is where you have opted to pay for an NDIS funded service or item using private funds because:

          1. You were able to purchase items off the shelf at the point of check out.
          2. The provider or retailer did not accept NDIS payments and an out of pocket payment was necessary.

          Before you decide to pay for a service or item out-of-pocket, check with the NDIA (1800 800 110) what you will be entitled to claim and what information your source document (invoice) must contain.

          Performing due diligence prior to paying for a support or item will ensure you can be reimbursed according to NDIS rules and regulations and are not left with unnecessary out of pocket expenses.

          Any reimbursement which does not comply with NDIS rules and regulations will be rejected by Enabled4Life.

          How do I download a PDF copy my NDIS Plan?
          1. Log into MyGov and select NDIS button from “Your Services” buttons.
          2. If you are a nominee, you will need to select the NDIS participant name from the drop down menu called “Acting As” at the top right of the page.
          3. Click on the tile which says “My Plan” or for example “John’s Plan” depending if you are logged in as John or a nominee.
          4. Click on “View my Plan” or  for example “View John’s Plan” depending if you are logged in as John or a nominee.
          5. Select the correct plan period using the “Plan” drop down menu.
          6. Once the chosen plan has loaded, click the button in the top right labelled “Print this plan to PDF”, your plan will download automatically in a new window. From here, you can choose to download, save or print the plan.
          How do I claim from my plan?

          The NDIA document titled “How to Claim from my plan” provides comprehensive guidance on the process of requesting payment from the funding allocated within your plan, following the receipt of a support or service. It outlines the specific guidelines and requirements that must be adhered to when seeking reimbursement or payment for services. This document serves as a valuable resource for understanding the steps and criteria involved in the claiming process.

           

          Free Tools

          Enabled4Life is passionate about simplifying the NDIS, compliance and budget management. That is why we have created an easy-to-use invoicing and budgeting tool for participants and their providers. Both tools are linked to the current NDIS Support Catalogue and are free to use. If you need assistance, message us.

          Invoice Generator

          Need to submit an NDIS invoice to Enabled4Life? With this free tool, you can create and submit a compliant invoice in a matter of minutes

          Budget Calculator

          A powerful tool linked to the current NDIS Support Catalogue allowing you to prepare and export a funding plan to help you stay within budget