Frequently asked questions
Updated 1 year agoNDIS service delivery and supporting participants
- Can providers charge participants for cancelled supports?
- How can people be supported to make an informed decision about whether or not to apply for the NDIS?
- How can support workers manage the expectations of participants during planning with regards to what the NDIS can and cannot fund?
- How do I know if my residential area is classified as regional, remote or very remote?
- How do providers and their staff manage potential conflicts of interest when delivering multiple NDIS services?
Can providers charge participants for cancelled supports?
Providers are permitted to claim a short notice cancellation fee, subject to the terms set out in the NDIS price guide. To find out more information, see the NDIS Pricing Arrangements and Price Limits.
How can people be supported to make an informed decision about whether or not to apply for the NDIS?
We have developed a resource with talking points for some frequently asked questions about the NDIS. It is designed to be used when talking to potential NDIS participants. You can also support people to access resources specifically designed for participants and/or potential participants, for example, the reimagine website, which has been specifically designed for people with a psychosocial disability. You can also get in touch with an NDIA local area coordinator through the NDIS website. They can assist people to decide if the NDIS is the best option for their support needs.
How can support workers manage the expectations of participants during planning with regards to what the NDIS can and cannot fund?
There is no reason not to dream big in the NDIS. The NDIS is all about thinking creatively and supporting people to live the life they choose. It is still important to manage expectations around what the NDIS will and won’t pay for. To help you achieve this, you need a strong understanding of the NDIS reasonable and necessary support principles and the responsibilities of NDIS and mainstream service systems. Goal setting can be used as a technique to determine who is best positioned to help the participant work towards their goals. In some cases, this may involve a combination of systems and supports.
Useful tools to help with planning include:
- Reimagine My Life Workbook
- Creating your NDIS plan factsheets
- Our goal planning template
- Functional assessment tools like the WHODAS and the LSP 16 to identify areas of unmet need and areas of strength
How do I know if my residential area is classified as regional, remote or very remote?
The NDIA uses the Modified Monash Model (MMM) to determine whether a support is being delivered in a regional, remote or very remote area. You can find out more about the NDIS Pricing Arrangements and Price Limits for regional, remote or very remote regions here.
How do providers and their staff manage potential conflicts of interest when delivering multiple NDIS services?
All registered and unregistered NDIS providers and workers are required to follow the NDIS (Code of Conduct) Rules 2018, which set out expectations for managing conflicts of interest. Organisations providing multiple NDIS services (e.g., support coordination and core supports) need to be particularly vigilant and have robust structures and policies to manage conflicts of interest, and ensure participants have choice and control. For more information on conflicts of interest and the NDIS, see our conflicts of interest article and template.