Participants

Working with EPSS

You do not need to manage invoices, chase payments, or navigate the NDIS portal. EPSS handles the financial administration of your plan — so your providers are paid, your funding is visible, and your supports can continue without disruption.

We’ll keep things clear so you always know what’s happening and what to expect. Getting started does not require everything to be in place — we’ll guide you through what’s needed.

You stay informed and in control throughout. You can see what’s been submitted and what funding is available at any time, and choose how you’d like invoices to be handled.

Getting started is straightforward, whether you’re setting things up for yourself or on behalf of a family member or someone in your care.

Get started

You can get started now and provide anything missing after — we’ll guide you through what’s needed.

Once we receive your details, we’ll confirm your setup and next steps.

How it works

Your provider sends invoices directly to EPSS

You do not need to pass invoices on or follow things up. Providers send them to us directly.

We review and submit

Each invoice is reviewed against your NDIS plan and NDIS requirements before being submitted to the NDIS.

Providers get paid

Once funds are released by the NDIS, payments are made to providers within 1–2 business days.

You stay informed

You can check your funding balances and submitted invoices at any time through the dashboard. Monthly statements keep you up to date.

Your supports can continue without disruption — and without you having to manage the process.

If something is not right, we’ll explain what’s happening and what needs to be addressed.

If you’re acting on behalf of a participant

If you’re managing a participant’s NDIS plan on their behalf, your role depends on the participant’s age and circumstances.

For participants under 18

Parents with parental responsibility act as the participant’s child representative by default. A child representative is the primary contact for plan management communication and acts on the participant’s behalf for the purposes of EPSS’s service.

In some circumstances the NDIA may appoint a different person as child representative. If you’re unsure about your status, contact the NDIS on 1800 800 110 for guidance.

For participants 18 and over

If a participant is unable to make decisions about their NDIS plan independently — even with support — the NDIA may formally appoint a plan nominee to act on their behalf. 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 separate formal appointment by the NDIA is required.

If you have been formally appointed as a plan nominee, EPSS treats you as the primary contact for all plan management communication. Everything on this page applies to you directly in that role.

If you’re unsure whether you need to be formally appointed as a plan nominee, contact the NDIS on 1800 800 110 for guidance.

Your funding information

You can keep track of your funding and invoice activity through the dashboard and monthly statements.

Plan management dashboard

Once you’re set up, you’ll receive a registration link for the dashboard. From there, you can check your plan-managed funding balances and submitted invoices, including whether an invoice is pending with the NDIS or has been paid. This information is available at any time, so you can see where your funding and invoices stand without needing to contact us.

Monthly statements

Each month you’ll receive a statement showing processed invoices, remaining funding balances, and key details relating to your plan-managed funding.

Your invoice preference

You choose how invoices are handled — and your preference is recorded and applied from the start.

Automatic processing
Invoices are processed as they’re received, provided they meet your NDIS plan and NDIS requirements. This is the faster option and means no action is needed from you.

Approve first
Invoices are held until you give approval before they’re submitted. This gives you more direct oversight, though it may mean some delay in processing and payment timeframes.

You can change your preference at any time. If you’re unsure which option suits you, we can talk you through it when you get started.

Using unregistered providers

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 you’d like to use is eligible, check with the NDIS or your Support Coordinator before engaging them. EPSS can explain how the invoicing process works for unregistered providers, but cannot confirm whether a specific provider or support is claimable under your plan — that decision sits with the NDIS.

Accessing your funding

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 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.

Helpful NDIS resources:

Using your funding

What are NDIS supports

When a new plan is issued following a review

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 to provide a copy of the new plan. If your plan is suspended or you exit the NDIS, please let EPSS know as soon as possible so we can manage your plan management accordingly.

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.

If you’re unsure whether EPSS has your current plan on file, contact us and we’ll confirm.

When a new plan is issued:

If something has not been processed yet

Invoices are not held or left unprocessed without a reason. If an invoice has not been processed, it’s usually because something needs to be addressed first. Common reasons include:

Required information is missing from the invoice
The invoice does not meet NDIS or ATO requirements
The invoice is not aligned with your NDIS plan
Funding is not available
The invoice is awaiting your approval (if you’ve chosen the approve-first option)
The NDIS has not yet released the funds

Where something needs to be addressed, the provider will be advised of what’s required. If you’re unsure about the status of an invoice, contact us and we’ll explain where things are up to and what needs to be addressed.

PACE plans — important

If your plan is in PACE, there’s one extra step before we can get started — and it’s straightforward to complete.

EPSS must be endorsed before we can access your funding, submit claims, or make payments. Without this step, invoices cannot be processed.

You’ll need to nominate EPSS as both My Provider and My Plan Manager with the following details:

Business Name: Essential Plan Support Services
ABN: 94 638 628 574
Provider Number: 4050064635
Postal Address: PO Box 85, Cannington WA 6987

This can be done by contacting the NDIS on 1800 800 110 or via the NDIS webchat.

Changing plan managers

You can change plan managers at any time — choosing your plan manager is your right under the NDIS.

Getting started with EPSS

You can sign up with EPSS and begin the setup process at any time. To get started, contact us directly or through your Support Coordinator if you have one.

If you do not have a Support Coordinator, you can sign up online, email your plan, or call us and we’ll guide you through what’s needed.

Notifying your current plan manager

You or your Support Coordinator will need to notify your current plan manager that you are leaving. EPSS recommends giving them reasonable notice and asking about their process for closing your file — this helps the transition run smoothly.

What happens next depends on your plan type

If your plan is in PACE:

You can contact the NDIS directly to endorse EPSS as your My Provider and My Plan Manager — you do not need to wait for your outgoing plan manager to act before doing this. Until endorsement is complete, EPSS cannot access your funding or process invoices. See the PACE plans section above for the details you’ll need to provide to the NDIS.

If you have an older style plan (pre-PACE):

Your outgoing plan manager will need to close their service bookings before EPSS can access your funding. Once they have done so, EPSS can begin processing invoices. If there is a delay in your outgoing plan manager closing their service bookings, contact us and we’ll advise you on next steps.

In both cases, there may be a short period during the transition where invoices cannot be processed while the necessary steps are completed. Signing up with EPSS early and completing your setup as quickly as possible helps minimise any gap.

You can start the process at any time — even if your outgoing plan manager has not been notified yet.

Email your NDIS plan → admin@essentialplan.com.au

Call us → 0474 329 544

Reimbursements

If you’ve paid for an NDIS support out of pocket, you may be able to request reimbursement. Reimbursement claims are processed in the same way as provider invoices — in line with your NDIS plan and NDIS requirements.

You’ll need to provide a receipt and proof of payment for each item claimed.

Complete the online reimbursement form →

Download the PDF form →

Service Agreement

The EPSS Service Agreement outlines the terms, conditions, and responsibilities for your plan management.

View Service Agreement →

Contact

If something does not look right or you have a question, get in touch — we’ll explain where things are up to and what happens next.

Feedback & complaints

If something does not feel right, we want to hear about it. EPSS welcomes feedback and works to resolve concerns in a timely and fair way. You can make a complaint at any time — there are no negative consequences for doing so.

Get in touch using the contact options provided on this page.

If you’re not satisfied with the outcome, you can contact the NDIS Quality and Safeguards Commission: