Frequently Asked Questions
Answers to commonly asked questions about NDIS Plan Management and Essential Plan Support Services
How can I sign up with EPSS?
Signing up is easy and you have a few options:
- Use our online sign-up form.
- Send as an email including a copy of your plan to admin@essentialplan.com.au
- Call 0474 329 544 or 0498 354 750
How much does plan management cost me?
Nothing! Our service is paid for by the NDIA when your NDIS funding is plan managed. Our fees are included under the budget category “Improved Life Choices” so there are no costs to you. In addition, plan management funding is separate to your other support such as therapy or assistive technology.
If you are not sure if your plan contains funding for Plan Management, please call us on 0474 329 544 or email us at admin@essentialplan.com.au.
Can I leave my current plan manager and move to EPSS?
Yes, you have choice and control to choose or change your plan manager at any time. Changing to EPSS is easy. Follow the simple steps below:
- Notify your current plan manager that you would like to cease services with them. Some providers require notice to cancel services, ask them if this applies to you and request an end of service date.
- Sign up with us using our online sign-up form or call 0498 354 750 or email us admin@essentialplan.com.au to discuss signing up with us. Make sure you let us know the end of service date for your old provider. Please note that if your plan is a PACE plan, we will need to be endorsed. Refer to PACE plans – EPSS to be Endorsed.
- We will send you an email and/or call from us to confirm that we are now your plan manager.
Have you received my invoices?
It is your provider’s responsibility to make sure that your invoices have been sent to us unless you have told them to send it to you instead. Check with your provider first to make sure they’re handling your invoices appropriately. If you have done this and want to confirm with us, send us an email at admin@essentialplan.com.au and we will let you know as soon as possible.
How do I know how much funding I have left and if my invoices have been paid?
We have a browser and an app for that! This makes sure that you can track your funding in real time and view all your paid invoices. If you want access, please email admin@essentialplan.com.au.
We will also send you a monthly report. This contains a list of all invoices paid through your plan for the month, remaining funding, and other important details.
Should I have a Service Agreement?
The NDIA recommends having a written service agreement. For more details refer to the NDIS website: https://www.ndis.gov.au/participants/working-providers/making-service-agreement.
A Service Agreement is important so that participants and providers know what each party has agreed to. This includes how much a participant will be charged during the life of a plan. It is important for you to note that the participant will have a limited budget that cannot be exceeded.
This includes how much a participant will be charged during the life of a plan. It is important for you to note that the participant will have a limited budget that cannot be exceeded.
Below are some simple steps on what you should do as a provider:
- Obtain the plan dates. These are the dates that you can provide services within.
- Determine the price you will charge for your services.
- Calculate the amounts you will charge for the life of the plan.
- Include this in your service agreement.
- Communicate this to the participant and us as the plan manager.
What is needed on my invoice, so I get paid?
Your invoice should contain the following so that we can process them promptly:
- Name or Business Name
- Valid and Active ABN
- Invoice Number and Date
- Bank Details
- Client’s Full Name and if available, NDIS Number
- Date of Service
- Service Description and/or Line Item
- Serviced Hours and Hourly Rate
- If applicable, number of kilometres and rate per kilometre
- Total Amount Due
Without the necessary information, we may not be able to pay your invoice or payment may be delayed. Once completed, send your invoice to invoices@essentialplan.com.au.
Where should I send my invoice to?
Email your invoices to invoices@essentialplan.com.au. It is your responsibility to make sure that your participant wants the invoices sent directly to us.
Why have I not been paid yet?
Some reasons for the delay are:
- The invoice does not have enough information and further clarification is needed.
- The participant has not provided us with the approval to process your invoice. We send an approval request to the participant; however, it is your responsibility to contact the participant to approve the payment and seek payment for your invoice.
- You are a new provider – you need to be set up first before the invoice can be processed.
- The participant has been referred to us for plan management and is still being onboarded.
- The participant’s NDIS plan is in PACE, and we have not yet been endorsed as the Plan Manager.
- The invoice has a service or item that may not be covered by NDIS funding, or we need further clarification from the participant or the NDIA.
- The invoice has service dates that are more than two months’ old.
How long does it take to pay an invoice?
Here is how it works:
We submit the claim to the NDIS for payment, usually within 1-2 business days if:
- The invoice details are correct, and the claim/invoice has been approved by the participant,
- Funds are available in the plan, and
- The service falls under a plan-managed area.
The NDIS reviews the claim, usually within 2-3 business days. This can take up to 10 days. Please note that this is outside of our control.
When the NDIS approves the claim, and we receive the funds, we aim to pay you, the provider, within 1 business day. You will be sent a remittance advice as soon as we make the payment.
Has my invoice been paid?
If you have not yet received the payment after 10 business days, send an email to admin@essentialplan.com.au.
Check your spam/junk mail for a remittance advice. Also refer to “How long does it take to pay an invoice?”
Monthly Statements
Monthly statements are sent to the Participant, Participant Representative and/or Plan Nominee. These can also be sent to you as the Support Coordinator, with the participant’s consent.
Budget Allocation
Our plan management system allows us to make budget allocation to providers. You can send us the services agreements for your clients and quarantine funds for the specific providers. Send us the budget allocation to admin@esentialplan.com.au.
Access to the Participant Dashboard
You can access the up-to-date details of the participant plan managed funding and the paid invoices.
Please note that you will need to obtain permission from our mutual clients to receive monthly statements and have access to our system. Click here for the Consent to Share with your Support Coordinator form.
Why Choose EPSS?
As your plan manager, we do more than just pay invoices. We give you the support, information and tools to track your spending, see the status of your invoices and confidently manage your funds so you can focus on getting the supports you need. We do our work with diligence and care.
How much does NDIS plan management cost?
Plan management is covered by the NDIS and is available to all NDIS participants – you just need to ask for it during your planning meeting.
What is NDIS plan management?
NDIS Plan Management is a service that supports participants to manage the funding in their NDIS plans.
Plan Management is one of the four options to manage your NDIS funds:
- Agency Managed: The National Disability Insurance Agency (NDIA) holds the funds. The providers claim for their services through the NDIS portal.
What this means regarding your supports: You will only have access to NDIS registered service providers. The NDIA then pays providers directly.
- Self-Managed: You are responsible for the administration including paying invoices, managing, recording and keeping track of the NDIS budget.
What this means regarding your supports: You can choose both NDIS registered and unregistered service providers who you will need to pay yourself.
- Plan Managed: An accountant or bookkeeper who is registered with the NDIA manages your NDIS funds. The NDIA pays the plan manager directly for their services and does not affect your other budgets.
What this means regarding your supports: You get the benefit of Self-Management, of being able to choose registered and/or unregistered service providers without the administrative burden. Your Plan Manager processes the claims and payments of invoices on your behalf making managing your NDIS funds easy.
- Mixed: You can choose to manage your NDIS funds with a combination of the above methods, for example, you may elect to manage one component of your budget by a Plan Manager but manage the rest yourself.
What this means regarding your supports: Refer to points 1-3 depending on the mix.
What does a plan manager, (EPSS), do?
At EPSS, as your NDIS Plan Manager, we help you navigate the NDIS system so you can focus on getting your supports, make the most out of your NDIS funding and achieve your NDIS goals. We will give you the information to help you track your budget and help you stay financially accountable.
At EPSS, as your Plan Manager we are responsible for:
- Receiving provider invoices and making claims from the NDIS Portal
- Paying provider invoices on your behalf
- Helping you to monitor your budget and keep track of your funds
- Providing you with monthly statements which includes:
- Summary of expenditure
- Breakdown of budget
- Remaining funds
- Taking care of the required record keeping including evidence of compliance for your planning meetings.
Why would a participant choose a plan manager?
Choosing your funding to be plan-managed has the following benefits:
- You can use non-NDIS registered providers (for example, therapists who can provide you with the best support but have chosen not to register with NDIS).
- You do not have to try and understand or use the NDIS Portal.
- You are assisted in navigating the NDIS.
- You can make the most of your Plan with your Plan Manager’s guidance.
- You have most of the choice and control of Self-Management without the stress of budgeting, paperwork, paying invoices, or financial reporting.
For Participants
How can I sign up with EPSS?
Signing up is easy and you have a few options:
- Use our online sign-up form.
- Send as an email including a copy of your plan to admin@essentialplan.com.au
- Call 0474 329 544 or 0498 354 750
How much does plan management cost me?
Nothing! Our service is paid for by the NDIA when your NDIS funding is plan managed. Our fees are included under the budget category “Improved Life Choices” so there are no costs to you. In addition, plan management funding is separate to your other support such as therapy or assistive technology.
If you are not sure if your plan contains funding for Plan Management, please call us on 0474 329 544 or email us at admin@essentialplan.com.au.
Can I leave my current plan manager and move to EPSS?
Yes, you have choice and control to choose or change your plan manager at any time. Changing to EPSS is easy. Follow the simple steps below:
- Notify your current plan manager that you would like to cease services with them. Some providers require notice to cancel services, ask them if this applies to you and request an end of service date.
- Sign up with us using our online sign-up form or call 0498 354 750 or email us admin@essentialplan.com.au to discuss signing up with us. Make sure you let us know the end of service date for your old provider. Please note that if your plan is a PACE plan, we will need to be endorsed. Refer to PACE plans – EPSS to be Endorsed.
- We will send you an email and/or call from us to confirm that we are now your plan manager.
Have you received my invoices?
It is your provider’s responsibility to make sure that your invoices have been sent to us unless you have told them to send it to you instead. Check with your provider first to make sure they’re handling your invoices appropriately. If you have done this and want to confirm with us, send us an email at admin@essentialplan.com.au and we will let you know as soon as possible.
How do I know how much funding I have left and if my invoices have been paid?
We have a browser and an app for that! This makes sure that you can track your funding in real time and view all your paid invoices. If you want access, please email admin@essentialplan.com.au.
We will also send you a monthly report. This contains a list of all invoices paid through your plan for the month, remaining funding, and other important details.
For Providers
Should I have a Service Agreement?
The NDIA recommends having a written service agreement. For more details refer to the NDIS website: https://www.ndis.gov.au/participants/working-providers/making-service-agreement.
A Service Agreement is important so that that participants and providers know what each party has agreed to. This includes how much a participant will be charged during the life of a plan. It is important for you to note that the participant will have a limited budget that cannot be exceeded.
This includes how much a participant will be charged during the life of a plan. It is important for you to note that the participant will have a limited budget that cannot be exceeded.
Below are some simple steps on what you should do as a provider:
- Obtain the plan dates. These are the dates that you can provide services within.
- Determine the price you will charge for your services.
- Calculate the amounts you will charge for the life of the plan.
- Include this in your service agreement.
- Communicate this to the participant and us as the plan manager.
What is needed on my invoice, so I get paid?
Your invoice should contain the following so that we can process them promptly:
- Name or Business Name
- Valid and Active ABN
- Invoice Number and Date
- Bank Details
- Client’s Full Name and if available, NDIS Number
- Date of Service
- Service Description and/or Line Item
- Serviced Hours and Hourly Rate
- If applicable, number of kilometres and rate per kilometre
- Total Amount Due
Without the necessary information, we may not be able to pay your invoice or payment may be delayed. Once completed, send your invoice to invoices@essentialplan.com.au.
Where should I send my invoice to?
Email your invoices to invoices@essentialplan.com.au. It is your responsibility to make sure that your participant wants the invoices sent directly to us.
Why have I not been paid yet?
Some reasons for the delay are:
- The invoice does not have enough information and further clarification is needed.
- The participant has not provided us with the approval to process your invoice. We send an approval request to the participant; however, it is your responsibility to contact the participant to approve the payment and seek payment for your invoice.
- You are a new provider – you need to be set up first before the invoice can be processed.
- The participant has been referred to us for plan management and is still being onboarded.
- The participant’s NDIS plan is in PACE, and we have not yet been endorsed as the Plan Manager.
- The invoice has a service or item that may not be covered by NDIS funding, or we need further clarification from the participant or the NDIA.
- The invoice has service dates that are more than two months’ old.
How long does it take to pay an invoice?
Here is how it works:
We submit the claim to the NDIS for payment, usually within 1-2 business days if:
- The invoice details are correct, and the claim/invoice has been approved by the participant,
- Funds are available in the plan, and
- The service falls under a plan-managed area.
The NDIS reviews the claim, usually within 2-3 business days. This can take up to 10 days. Please note that this is outside of our control.
When the NDIS approves the claim, and we receive the funds, we aim to pay you, the provider, within 1 business day. You will be sent a remittance advice as soon as we make the payment.
Has my invoice been paid?
If you have not yet received the payment after 10 business days, send an email to admin@essentialplan.com.au.
Check your spam/junk mail for a remittance advice. Also refer to “How long does it take to pay an invoice?”
For Support Coordinators
Monthly Statements
Monthly statements are sent to the Participant, Participant Representative and/or Plan Nominee. These can also be sent to you as the Support Coordinator, with the participant’s consent.
Budget Allocation
Our plan management system allows us to make budget allocation to providers. You can send us the services agreements for your clients and quarantine funds for the specific providers. Send us the budget allocation to admin@esentialplan.com.au.
Access to the Participant Dashboard
You can access the up-to-date details of the participant plan managed funding and the paid invoices.
Please note that you will need to obtain permission from our mutual clients to be receive monthly statements and have access to our system. Click here for the Consent to Share with your Support Coordination form.
