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FAQs

What is NDIS plan management?
NDIS plan management is the financial administration of your NDIS plan. A plan manager receives and reviews invoices from your providers, submits claims to the NDIS, makes payments once funds are released, and gives you visibility of your funding through statements and a dashboard.

Plan management is separate from implementing your plan or coordinating your supports. It does not involve deciding what supports you can use or whether they are claimable — those decisions are made by the NDIS.

EPSS receives and reviews invoices against your NDIS plan and NDIS requirements, submits claims to the NDIS, makes payments to providers once funds are released, maintains accurate records, and provides monthly statements and access to funding balances through the dashboard.

EPSS does not decide what can be funded or claimed — that is determined by the NDIS. EPSS does not implement NDIS plans, coordinate supports, or prepare or amend provider invoices.

There is no out-of-pocket cost. Plan management is funded within your NDIS plan under Choice and Control (Improved Life Choices) and is separate from your other support budgets.

You can sign up by completing the online sign-up form, emailing your NDIS plan to admin@essentialplan.com.au, or calling 0474 329 544. Once we receive your details, we’ll confirm your setup and next steps.

Yes. You can change plan managers at any time — choosing your plan manager is your right under the NDIS. See the Changing plan managers section below for details on how the transition works.

You’ll need to provide a copy of your current NDIS plan and a signed Service Agreement. If anything is not available right away, you can still get started and provide it after. If your plan is in PACE, EPSS will also need to be endorsed as your My Provider and My Plan Manager before invoices can be processed. See the PACE plans section below for details.

No. You can get started and provide anything missing after. Once we receive your details, we’ll confirm what’s needed and guide you through the next steps.

If you’re unsure about any part of the process, get in touch. We’ll explain how things work and what to expect — in plain terms, without assuming prior knowledge.

If something does not look right, contact us and we’ll look into it. If something needs to be addressed, we’ll explain what’s happening, what needs to be resolved, and what to do next.

How do providers submit invoices to EPSS?

Providers send invoices directly to invoices@essentialplan.com.au. Participants and Support Coordinators do not need to manage this process — providers submit directly to EPSS. All invoice and payment queries should be directed to EPSS.

There are three stages. First, EPSS reviews and submits the invoice to the NDIS — this typically takes 1–2 business days once the invoice is complete, correct, and meets requirements. Second, the NDIS processes the claim — this typically takes 2–3 business days but can take up to 10 business days. Third, once funds are released by the NDIS, EPSS makes payment within 1–2 business days.

Payment follows once funds are released by the NDIS — not at the point an invoice is received.

Every invoice must include the provider’s business name, valid and active ABN, invoice number and date, bank details, the participant’s full name (and NDIS number if available), date of service, description or line item, hours and rate, kilometres if applicable, and total amount. Invoices must also be correctly aligned with the participant’s NDIS plan and NDIS requirements. For full requirements, refer to the Providers page.

Yes. Participants can choose between automatic processing — where invoices are processed as they’re received — or approve first, where invoices are held until the participant gives approval before they’re submitted. Your preference is recorded at setup and can be changed at any time.

Remittance is a payment notification sent to the email address on the provider’s invoice after payment is made. It includes the participant’s name, invoice number, invoice amount, and payment date — so providers can match payments to invoices and reconcile their accounts. If you haven’t received remittance, check your junk folder and confirm with your accounts team before contacting EPSS.

Only if you’ve chosen the approve-first option. If you’ve chosen automatic processing, invoices are processed as they’re received without any action needed from you. You can change your preference at any time by contacting EPSS.

How do I track my funding and payments?

You can track your funding through the plan management dashboard, which shows up-to-date funding balances and submitted invoices at any time. You’ll also receive monthly statements showing processed invoices and remaining funding balances. Support Coordinators can access the dashboard and statements for mutual participants with participant consent.

Your NDIS plan outlines the supports and funding available based on your goals and needs. The NDIS determines what can be funded and what is claimable. If you need to confirm whether a specific support can be claimed, or which category it should be claimed from, this needs to be discussed directly with the NDIS. EPSS can explain how the process works and refer you to relevant NDIS guidance.

Yes. One of the advantages of plan management is that you can use both registered and unregistered providers — as long as the supports meet NDIS requirements and the provider has a valid ABN. If you’re unsure whether a provider is eligible, check with the NDIS or your Support Coordinator before engaging them.

If funding is not available, invoices cannot be processed. The dashboard and monthly statements provide up-to-date funding information so you can monitor your available funding. You are responsible for ensuring sufficient funding is available before supports are used. If you’re concerned about your funding levels, speak with your Support Coordinator or contact the NDIS directly.

The NDIS determines what can be funded and what is claimable under each plan. EPSS does not make these decisions — we process invoices in line with your NDIS plan and NDIS requirements, but we cannot confirm whether a specific support is fundable or claimable.

Why has not my invoice been processed?
Invoices are not held or left unprocessed without a reason. Common reasons include missing or incorrect information on the invoice, the invoice not being aligned with the participant’s NDIS plan or NDIS requirements, the participant’s approval preference — some participants review invoices before they are submitted — funding not being available, NDIS processing timeframes, or EPSS not yet having a copy of the participant’s current plan.

If you’re unsure about the status of an invoice, contact EPSS and we’ll explain where things are up to and what needs to be addressed.
Before contacting EPSS, check that the full payment timeline has passed — see How long does payment take? in Section 2 — and that remittance has not been received in your junk folder or by another member of your team.

If you’ve checked both and believe a payment is genuinely overdue, contact EPSS by email — not phone — at invoices@essentialplan.com.au. Include the participant name, invoice number, invoice amount, and date the invoice was submitted. We’ll confirm whether payment has been made, when it was processed, and the remittance details.

If an invoice has been returned, it means something needs to be addressed before it can be submitted to the NDIS. You’ll be advised of exactly what needs to be corrected. Providers are responsible for preparing and correcting invoices — EPSS does not amend or prepare invoices on providers’ behalf. Once the corrected invoice is resubmitted and meets requirements, it will be processed without unnecessary delay.

EPSS welcomes feedback and works to resolve concerns in a timely and fair way. Get in touch by phone on 0474 329 544, by email at admin@essentialplan.com.au, or through the website at essentialplan.com.au. If you’re not satisfied with the outcome, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at ndiscommission.gov.au.

Can I change my plan manager?

Yes. Choosing your plan manager is your right under the NDIS and you can change at any time.

If you do not have a Support Coordinator, you can get started directly by signing up online, emailing your plan to admin@essentialplan.com.au, or calling 0474 329 544. If you have a Support Coordinator, they can manage the referral and transition process on your behalf. You or your Support Coordinator will also need to notify your outgoing plan manager that you are leaving.

There may be a short period during the transition where invoices cannot be processed. If your plan is in PACE, EPSS must be endorsed before we can access your funding — until endorsement is complete, invoices cannot be processed. If you have an older style plan (pre-PACE), your outgoing plan manager must close their service bookings before EPSS can access your funding. Beginning the setup process with EPSS early and completing the necessary steps as quickly as possible helps minimise any gap.

If a participant has a Support Coordinator, the SC typically manages the transition process — notifying the outgoing plan manager, completing the EPSS referral, and assisting the participant or their plan nominee or child representative to complete any PACE endorsement steps. Participants without a Support Coordinator manage this process themselves.

Does EPSS need to be endorsed for PACE plans?

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.

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.

Until endorsement is complete, EPSS cannot access your funding or process invoices — regardless of whether invoices are complete and correct. If you’ve submitted invoices and they cannot be processed, check whether endorsement has been completed. Your Support Coordinator can assist with this if you have one.

What is an NDIS plan nominee?

An NDIS plan nominee is a person formally appointed by the NDIA to act on behalf of a participant aged 18 or over who is unable to make decisions about their NDIS plan independently — even with support. There are two types of nominee under the NDIS: a plan nominee and a correspondence nominee. A person can be appointed as both. For the purposes of EPSS’s service, the relevant role is the plan nominee — the person who acts on the participant’s behalf in managing their NDIS plan, including plan management decisions.

For participants under 18, the equivalent role is a child representative rather than a plan nominee. Parents with parental responsibility are child representatives by default. In some circumstances the NDIA may appoint a different person as child representative. For the purposes of EPSS’s service, the child representative acts in the same capacity as a plan nominee — as the primary contact for plan management communication.

A plan nominee can be a family member, carer, friend, or another person formally appointed by the NDIA. Guardianship alone does not make someone a plan nominee under the NDIS. A guardian may be appointed as a nominee, but this requires a separate formal appointment process. If you’re unsure whether you need to be formally appointed as a plan nominee, contact the NDIS on 1800 800 110 or visit ndis.gov.au for guidance.

Where a Support Coordinator is engaged, EPSS treats the SC as the primary contact for day-to-day plan management communication. EPSS follows the SC’s lead on whether and how the participant, plan nominee, or child representative is included in correspondence — this varies depending on the participant’s situation and individual preferences. Where no SC is engaged, EPSS communicates directly with the participant, their plan nominee, or child representative as appropriate.

What happens when my NDIS plan is reviewed?

Your NDIS plan is reviewed periodically. When a new plan is issued following a review, it’s important to let EPSS know as soon as possible and provide a copy of the new plan. EPSS processes invoices in line with the plan we have on file — if a new plan has been issued and we haven’t received it, invoices may be delayed or unable to be processed.

The NDIS sends the new plan to the participant directly and should also send a copy to the Support Coordinator — though this does not always happen. Whoever receives the new plan first should send a copy to EPSS promptly at admin@essentialplan.com.au.

If a new plan has been issued and EPSS has not yet received it, invoices may be delayed. This applies even if the invoice itself is complete and correct. Once EPSS receives the new plan, invoices can be submitted and processed without delay. If you’re unsure whether EPSS has your current plan on file, contact us and we’ll confirm.

How do I refer a mutual participant to EPSS?

To refer a mutual participant, you’ll need to provide a completed Referral Form, a completed Consent to Share Form — required to access the plan management dashboard and funding information — and a copy of the participant’s NDIS plan. Once we receive the referral, we’ll contact the nominated person to confirm next steps. Access referral and consent forms on the Support Coordinators page.

Yes, with participant consent. The plan management dashboard provides up-to-date funding balances and submitted invoices at any time. Monthly statements are also available. Access requires a completed Consent to Share Form.

No. EPSS does not manage how funding is planned or used across supports. This sits with the participant, with support from their Support Coordinator where they have one, including decisions about how funding is allocated across providers and services. EPSS does not restrict or hold funding against specific providers. EPSS provides funding visibility through the dashboard and monthly statements.

Some NDIS plans include funding periods — referred to as S33 — where funding is released in stages rather than as a single total amount. EPSS does not allocate or quarantine funding across these periods. The dashboard provides up-to-date funding balances at any time so funding can be monitored as it changes.

EPSS manages the financial administration — reviewing invoices, submitting claims to the NDIS, making payments once funds are released, and providing funding visibility. Support Coordinators coordinate supports and assist participants to implement their plans. EPSS does not decide what can be funded or claimed — that is determined by the NDIS.

Where do I send invoices?

Send invoices directly to invoices@essentialplan.com.au. Please ensure the participant has agreed to invoices being sent directly to EPSS before submitting.

If an invoice cannot be submitted due to missing or incorrect information, you’ll be advised of exactly what needs to be addressed. Invoices are returned to the provider for correction — EPSS does not amend or prepare invoices on providers’ behalf. Once the corrected invoice is resubmitted and meets requirements, it will be processed without unnecessary delay.

If your bank details change, notify EPSS by email at invoices@essentialplan.com.au before submitting your next invoice. Do not simply include new bank details on an invoice without notifying us first. EPSS will ask you to provide proof of bank account ownership by email, then call you to verify the new details verbally before any changes are made. Payments will continue to be made to your existing bank details until the change has been fully verified and confirmed.

The NDIS recommends that providers have a written service agreement with participants before delivering supports. EPSS is not in a position to resolve disputes about whether a service was agreed to — having a service agreement in place before delivering supports is the most reliable way to avoid these situations.

EPSS processes claims in line with the NDIS Pricing Arrangements and Price Limits. If an invoice exceeds NDIS pricing limits, the claim cannot be processed as submitted. For current pricing information, refer to ndis.gov.au/providers/pricing-arrangements.

There may be a short period during a transition where invoices cannot be processed. If the participant’s plan is in PACE, EPSS must be endorsed before we can access their funding. If the participant has an older style plan (pre-PACE), the outgoing plan manager must close their service bookings first. Once the transition is complete, submit invoices to EPSS as normal.

Still have a question?

Get in touch — we’ll explain where things are up to and what happens next.