TL;DR: This page collects the questions Australian NDIS participants and families ask most often — about access and evidence, reviews and appeals, funding and what is claimable, providers and workers, and the admin that trips everyone up. Each answer is short, plain-English and points you to the official source or the right person to contact next.
If you are reading this while unwell or in the middle of a crisis, use the headings to jump to the one question you need and ignore the rest. Nothing here is legal or medical advice, and NDIS rules change — check anything decision-critical against the official source named in the answer.
Access and eligibility
How do I start an NDIS application for myself or a family member, and what do I need before I begin?
To start an NDIS application, your first step is usually to connect with an NDIS partner in your area, such as a local area coordinator or an early childhood partner. You can find a local partner using the office finder on the NDIS website or by calling the National Contact Centre on 1800 800 110. Before you begin, you must gather three different identity documents showing your name, address, date of birth, and photo. If you do not consent to the NDIS checking your age and residency via Centrelink, you must provide documentary evidence yourself, such as a birth certificate or passport. Additionally, you will need to gather functional evidence of your permanent impairment from a registered treating health professional. Ideally, this professional should be someone who has treated you for at least six months.
I have been accepted for early access - what actually happens next?
Once you are accepted as an NDIS participant, the National Disability Insurance Agency (NDIA) will send you an impairment notice describing whether you met the disability requirements, early intervention requirements, or both. Your NDIS partner will then become your official "my NDIS contact" to support you in the next steps of your journey. If you submitted your completed application directly to the NDIA instead of through a partner, they will share your completed form with your local partner and ask them to contact you. Because the provided sources do not detail the subsequent steps of the planning or funding process, you should contact your designated NDIS partner or call 1800 800 110 to discuss exactly what to expect next.
How long does it realistically take to get an NDIS access decision?
You will receive a decision about your NDIS eligibility within 21 days after submitting your completed application along with all your supporting evidence. Once you submit your Access Request Form and all necessary documentation, the National Disability Insurance Agency (NDIA) reviews your information against the age, residency, and disability or early intervention requirements. If your treating health professional does not meet the necessary qualification or registration requirements with the Australian Health Practitioner Regulation Agency (AHPRA) or a relevant professional authority, the NDIA may need to request more information. This request for additional evidence can delay the final decision. To avoid unnecessary delays, ensure your application is fully complete and all supporting documents are attached before submission.
Does my diagnosis qualify, or is it about how the condition affects me day to day?
NDIS eligibility is not based on a specific diagnosis list, but rather on how your permanent impairment impacts your daily life activities. To meet the disability requirements, you must have a disability caused by an impairment—or a psychosocial disability caused by a permanent impairment—that is likely to be lifelong. This impairment must substantially impact your capacity to complete everyday tasks and daily life activities. Specifically, the NDIS assesses how your condition affects your functional capacity across key areas: mobility, communication, social interaction, learning, self-care, and self-management. It must also affect your social life or your ability to work or study. Your treating health professional must provide written evidence, reports, or assessments showing these significant day-to-day impacts before the NDIS can determine your eligibility.
Can multiple conditions be considered together, or is each one assessed separately?
Multiple conditions and impairments can be considered together when the NDIS assesses your eligibility, as the focus is on the cumulative impact on your life. The NDIS guidelines explicitly state that you can meet the disability or early intervention requirements if you have "one or more impairments" that are likely to be permanent and substantially impact your ability to carry out daily activities. This means you do not have to rely on a single diagnosis; instead, your treating health professional should document all your permanent impairments and explain their combined impact on your functional capacity. This includes evidence showing how these combined impairments affect your mobility, communication, learning, self-care, self-management, or social interest. Work with your NDIS partner to ensure all relevant conditions are fully documented in your application.
What happens if I am found ineligible - what are my options?
If you are found ineligible for the NDIS, the National Disability Insurance Agency (NDIA) will send you a letter clearly explaining the reasons for their decision. If you do not agree with the outcome, you can call the NDIS on 1800 800 110 to discuss it, and you have the right to request a formal review of the decision. Additionally, NDIS partners are available to help you find and connect with other community and mainstream services and supports in your local area. Remember that there are no limits on how many times you can apply to the NDIS. If your situation changes in the future, or if you gather new supporting evidence and reports that demonstrate you meet the eligibility criteria, you are fully entitled to submit a new application.
Evidence and assessments
What is a functional capacity assessment and who should write mine?
A functional capacity assessment is an official assessment that evaluates your ability to perform everyday tasks at home, at work, and in your community. To ensure it is accepted by the National Disability Insurance Scheme (NDIS), it must be completed by a qualified treating health professional. This includes registered occupational therapists, physiotherapists, psychologists, or medical specialists. Your professional will evaluate your daily abilities across six key categories: communication, learning, mobility, self-care, self-management, and social interactions. The assessment process looks at specific activities such as personal care, independent movement, cognitive function, and social or leisure tasks. Depending on your situation and the health professional you use, completing this assessment can take anywhere from 1 hour to 10 hours. You do not have to complete this assessment to be eligible for the NDIS, but it is highly useful for showing how your impairment impacts your daily life.
How recent does my evidence need to be, and does a permanent condition need re-confirming?
The provided NDIS sources do not specify an exact timeframe for how recent your evidence must be, nor do they state whether a permanent condition requires re-confirming. For specific rules regarding the age of your diagnostic reports or requirements for ongoing proof of permanency, you should contact an NDIS partner or the National Disability Insurance Agency (NDIA) directly. To ensure your evidence is strong, the NDIS recommends using a treating health professional who knows you well. It is highly beneficial if they have worked with you for at least 6 months. This professional—whether a doctor, specialist, or allied health practitioner—must be qualified and registered with the Australian Health Practitioner Regulation Agency (AHPRA) or their relevant professional authority. Your treating professional will complete Section 2 of the Access Request Form to confirm your diagnosis, functional capacity, and early intervention needs.
My GP and allied health team all agree on my needs - why isn't that enough?
While your treating team's agreement is valuable, the NDIA must formally decide if you meet the legislated NDIS eligibility criteria before you can access the scheme. The NDIA requires specific, documented evidence to verify your age, residency, and whether you meet the disability or early intervention requirements. Simply having your team agree is not enough; your treating health professionals must provide detailed evidence of how your permanent impairment reduces your functional capacity. This functional capacity must be documented across six specific daily life categories: mobility, communication, social interaction, learning, self-care, and self-management. The NDIS uses this detailed information to determine if you are eligible and, if so, what specific supports—such as assistive technology, home modifications, or therapies—to include in your plan. To prevent delays, ensure your health professionals are qualified and registered with AHPRA or their relevant professional authority.
Does an occupational therapist's report count as evidence of disability, or only as supporting information?
An occupational therapist's report counts as official evidence of your functional capacity, which directly supports your access request and plan development. While you do not have to submit a functional capacity assessment to be eligible, an occupational therapist is one of the qualified professionals authorised to assess how your permanent impairment reduces your daily abilities. Their official report provides evidence across six key areas: self-care, self-management, social interaction, communication, learning, and mobility. This information is used by the NDIS to confirm your eligibility and determine what specific supports you need in your plan, such as home modifications or assistive technology. To be accepted as valid evidence, your occupational therapist must be registered with the Australian Health Practitioner Regulation Agency (AHPRA) or their relevant professional authority. If you send a completed application directly, the NDIS will share it with a local partner to contact you.
My assessment was done nearly a year ago and my plan still hasn't been decided - is it now out of date?
The official NDIS sources do not state whether an assessment becomes out of date if a plan decision has been delayed for nearly a year. Because specific timeframes for the validity of pending assessments are not publicly specified in the provided guidelines, you should contact your local NDIS partner or the NDIA directly to check the status of your application. To prevent further administrative delays, ensure that the health professional who completed your original assessment meets all standard requirements. They must be registered with the Australian Health Practitioner Regulation Agency (AHPRA) or their relevant professional body. If the NDIA requires updated information because of the delay, they will contact you. You can also work with your NDIS partner, family members, or treating team to submit any new supporting letters or reports through the NDIS service hub, by mail, or in person.
An impairment that was previously recognised has been removed from my profile - how do I get it reinstated?
The provided NDIS sources do not specify the exact process for reinstating an impairment that has been removed from your profile. To address this issue, you should contact your local NDIS partner or the NDIA directly to clarify why the profile was altered and what steps are required to correct it. To support your request for reinstatement, you can submit fresh evidence or existing assessments through the NDIS service hub. Alternatively, you can mail your supporting documents to the NDIA at GPO Box 700, Canberra ACT 2601, or deliver them in person to your local office. Any supporting evidence you submit should be completed by a qualified health professional who is registered with AHPRA or a relevant professional authority. Your NDIS partner, family, or friends can also help you gather and submit the necessary information to get your profile resolved.
Reviews, appeals and records
What is the difference between an internal review and a tribunal review?
An internal review is conducted within the NDIA by a different staff member, whereas a tribunal review is an external process conducted independently by the Administrative Review Tribunal (ART). To challenge an NDIA decision, you must first request an internal review, which you must lodge within three months of receiving the decision. The NDIA aims to complete this internal assessment within 60 days. If you disagree with the internal review outcome, you have 28 days to apply to the ART for an external review. Unlike the internal review, the ART is entirely separate from the NDIA and reviews the decision to ensure it is legally correct and fair. There is no application fee for an NDIS review at the ART, and if the NDIA fails to complete your internal review within 90 days, you can apply directly to the tribunal.
What happens at an ART case conference and what should I bring?
An Administrative Review Tribunal (ART) conference is an informal, private discussion conducted by a registrar to narrow the issues in dispute and explore whether you and the NDIA can reach an agreed outcome. During this session, which typically lasts about an hour, the registrar will help both parties discuss the decision under review, clarify their positions, and consider any new evidence. You should read through all provided documents beforehand and think about any relevant evidence. Rather than bringing physical evidence on the day, you should send any new supporting documents to the ART and the NDIA before the conference, or make arrangements to obtain them. You can attend with a representative, such as a lawyer or advocate, or bring a support person like a family member or friend.
Should I get a lawyer or advocate, and where do I find one for free?
While you do not need a lawyer or advocate for tribunal events, having representative support can help explain your situation during an external review. You can access free advocacy and representation support through the government-funded NDIS Appeals Program. Because the provided official sources do not list specific legal clinics or advocate directories, you should contact the Administrative Review Tribunal or search the Department of Social Services website to find a free provider near you. Keep in mind that you cannot use your own NDIS funding to pay for a lawyer, support coordinator, or other provider to represent you at the tribunal. However, if you are a participant, you can use your NDIS plan funds to cover necessary disability-related supports, such as communication assistance or personal care, during your hearings.
Can I request my own file through FOI? How long does it take and will it be redacted?
The provided NDIS and Administrative Review Tribunal source materials do not contain information regarding Freedom of Information (FOI) requests, processing times, or file redactions. Because these specific details are not specified in the official guides provided, we cannot verify how long a file request takes or what information the agency might redact. To request your personal file or obtain official information about the FOI application process, you must contact the NDIA directly or visit their official website's information access page. They can provide the correct forms, clarify current legislated decision timeframes, and explain their policy on protecting personal privacy or sensitive agency data during file releases.
How do I lodge a complaint about the agency itself rather than a provider?
The official source materials provided do not outline the process for lodging a complaint about the NDIA itself, though they explicitly state that the Administrative Review Tribunal cannot investigate complaints about the agency. Because the specific steps, forms, and contact points for agency complaints are not detailed in these guides, we cannot provide a verified step-by-step submission method. To lodge a formal complaint regarding the NDIA's service, staff, or administrative conduct rather than a provider's actions, you should contact the NDIA directly on 1800 800 110 or visit an office to ask for their feedback and complaints procedure. They can guide you to their dedicated complaints team or explain the correct escalation pathways.
Plans, funding and what's claimable
Can I claim specific items like home modifications, air conditioning, assistive technology, or continence products?
To claim any specific item, the support must meet the NDIS "reasonable and necessary" criteria, meaning it must relate to your disability, represent value for money, be effective, and not cover day-to-day living costs. The NDIS has a "Would we fund it" guide to help clarify decisions on commonly requested items that cause confusion. Planners make funding decisions by comparing your information against the NDIS Funding Criteria, looking at your specific disability support needs, living arrangements, and the support you receive from family or friends. Because these factors are individual, decisions may differ even between people with similar disabilities. If a specific item like air conditioning or home modifications is not listed or you are unsure, you should get in touch with your specific NDIS contact whose details are on your plan. Note that day-to-day living costs, events, or holidays cannot be funded.
What evidence supports a request for 1:1 or 24/7 in-home support?
To support a request for intensive in-home support, you must provide information and evidence that helps the NDIA planner assess your individual disability support needs against the reasonable and necessary criteria. The planner will specifically review evidence showing if you share a support with anyone, how many hours of support you need, and how often you require this assistance across days, weeks, months, or years. The evidence must also detail your living arrangements and the level of support currently provided by your family, friends, and mainstream services. This information helps the planner determine if the requested hours are value for money and effective for your situation. Because every plan is tailored to the individual, you must show how this support package relates directly to your disability and helps you work towards your goals.
Why did my plan get cut when my needs haven't changed?
Plan funding can change because the NDIA planner must assess your entire package of supports against the NDIS funding criteria and rules during each plan creation. The planner reviews the evidence and information you provide to decide what supports are reasonable and necessary for your individual situation. Even if your disability needs have not changed, the planner must look at other shifting factors, such as whether you now share a support with anyone, or changes in the support you receive from family, friends, and mainstream services. Additionally, each funded support must be value for money, likely to be effective, and work properly as a whole package. If you do not understand a decision regarding your funded supports, you can discuss this with your planner at your plan meeting, where they are required to explain their decisions.
How are travel and transport charged, and how do I check an invoice?
From 1 July 2025, therapy providers can claim up to half of their relevant price limit for travel time, up to specific time caps based on your location. For example, a physiotherapist with a standard limit of $183.99 per hour can claim up to $92.00 per hour for travel. These travel time caps are 30 minutes each way in metropolitan areas (Modified Monash Model categories MMM 1–3) and 60 minutes each way in regional areas (MMM 4–5), while remote (MMM 6) and very remote (MMM 7) areas have no travel time caps. This travel time rule applies only to therapy providers, not to disability support workers. All providers can claim negotiated non-labour costs like road tolls, parking, and fuel. When checking an invoice, ensure that travel time and therapy time are shown separately, as this is a strict requirement.
Is my provider allowed to add a markup, and how do I compare pricing?
Registered providers are strictly prohibited from adding markups, gap fees, credit card surcharges, or any additional fees to the cost of their supports. Under NDIS rules, plan managers are not allowed to pay any invoices that exceed the official NDIS price limits, regardless of whether you purchase the support from a registered or unregistered provider. If a provider attempts to charge these extra fees, you should report them to the NDIS Quality and Safeguards Commission. To compare pricing, you should refer to the official NDIS Pricing Arrangements and Price Limits document, which outlines the maximum limits for services. For specific individual needs or if you need to clarify pricing, you can contact the NDIS Contact Centre on 1800 800 110, or get in direct touch with the NDIS representative named on your plan.
What happens to my funding if the rules change mid-plan?
When NDIS pricing rules or limits change mid-plan, such as the updates introduced in the NDIS Pricing Arrangements and Price Limits, these new limits apply to the services you receive. For example, the rules regarding how therapy travel is claimed updated on 1 July 2025, which affected how therapy providers charge for their travel time against existing plans. To prevent these rule changes from draining your funding faster than expected, you should review your service agreements and discuss efficient scheduling with your providers. If changes cause confusion or you are worried about funding continuity, the NDIA monitors the market to assist participants. You can contact your NDIS contact person listed on your plan, or call the NDIS Contact Centre on 1800 800 110 for guidance on how mid-plan rule updates affect your individual budget.
Providers, workers and coordination
What does a support coordinator do, and how is that different from a plan manager?
A support coordinator helps you understand and use your NDIS plan to meet your goals, whereas a plan manager focuses on supporting you to spend your plan funding appropriately. According to official NDIS guidelines, a support coordinator is responsible for helping you connect with NDIS providers, community, and mainstream services, while building your confidence and skills to coordinate your own supports. They also provide regular progress reports to the NDIA. In contrast, the provided sources note that plan managers help ensure funds are spent in an efficient and effective manner while meeting strict record-keeping, tax, and conflict-of-interest obligations. However, the specific day-to-day financial administration tasks of a plan manager are not detailed in the provided materials. If you need to understand the practical administrative differences, you should consult the official NDIS website or speak directly with your local area coordinator.
How do I find a support coordinator, and how do I change one I am unhappy with?
To find a support coordinator or change one you are unhappy with, you must consult the official NDIS website or contact the NDIA directly, as the specific steps for searching and switching are not detailed in the provided source materials. The official sources do confirm that support coordinators use the my NDIS and myplace provider portals to view and accept requests for service from participants. This indicates that any official change or new connection must be processed through these system portals. Because the exact steps to initiate a change, end a service agreement, or find registered coordinators are silent in the source documents, you should contact your NDIS planner or local area coordinator for guided assistance. They can help you identify registered providers who have met the NDIS Quality and Safeguards Commission standards or assist you in updating your active service arrangements.
What do I do about workers who cancel at the last minute or cut shifts short?
If a support worker cancels a shift at the last minute or cuts your hours short, you should review your individual service agreement or contact the NDIS Quality and Safeguards Commission, as the provided NDIS sources do not outline specific steps for managing these worker issues. Your service agreement is the contract that details provider responsibilities, service delivery standards, and what occurs when shifts are cut short. Because the provided source documents remain silent on the exact process for resolving short-notice worker absences or incomplete shifts, we cannot provide a set list of rules here. If you are experiencing repeated cancellations that leave you without essential support, you should contact your support coordinator or reach out directly to the NDIS Commission to discuss quality standards and safe service delivery.
How do I set boundaries with a support worker without damaging the relationship?
Setting clear boundaries with a support worker should be managed through direct communication or with the help of your support coordinator, as the provided NDIS source materials do not contain specific rules or guidance on managing interpersonal relationships. A support coordinator's role includes helping you build the skills and confidence to coordinate your own supports, which can assist you in establishing professional boundaries. Because the official sources are silent on the psychological or social strategies for managing worker boundaries, you should seek advice from peer advocacy organisations or experienced participants who can share practical, real-world strategies. If direct conversations feel difficult, you can ask your provider's supervisor or your support coordinator to facilitate a meeting to clarify expectations without risking your ongoing support.
Can I be charged for a cancelled shift, and what are the notice rules?
Whether you can be charged for a cancelled shift and the exact notice rules depend on the current NDIS Pricing Arrangements and Price Limits, which are not detailed in the provided source texts. While the official documents confirm that these pricing arrangements and price limits exist to regulate costs, the specific cancellation timeframes, percentages, and dollar figures are silent in the available materials. To find the exact rules regarding short-notice cancellations and provider charging rights, you must check the latest NDIS Pricing Arrangements and Price Limits document on the official NDIS website. Additionally, you should review your signed service agreement with your provider, as it must align with these official NDIS rules and clearly state the cancellation policy you agreed to before services commenced.
How do I raise a concern about a provider without losing the support I depend on?
To raise a concern about an NDIS provider, you can report suspicious behaviour or poor practices through the NDIA Fraud Reporting Form, but the sources do not specify how to protect your ongoing service continuity during this process. The NDIA and the NDIS Quality and Safeguards Commission strongly encourage reporting any unethical or non-compliant behaviour to maintain the integrity of your funding. However, because the provided source materials do not outline the specific procedural safeguards to prevent a provider from withdrawing services when a complaint is made, we cannot provide an official safety protocol here. If you are worried about losing essential care, you should contact the NDIS Quality and Safeguards Commission directly to discuss your options, or ask an independent disability advocate to help you raise the issue safely.
What should I do if I think another participant is not being properly cared for?
If you believe another NDIS participant is not receiving proper care or is experiencing poor provider practices, you should report this immediately using the official NDIA Fraud Reporting Form. The NDIA and the NDIS Quality and Safeguards Commission have zero tolerance for providers who fail to meet their standards or engage in malicious behaviour. While the provided sources focus on reporting fraudulent or suspicious behaviour through this specific form, they do not outline the detailed steps for broader welfare concerns or emergency situations. If you believe the person is in immediate physical danger or experiencing severe neglect, you should contact emergency services directly. For other non-urgent concerns regarding a participant's safety or quality of care, reaching out to the NDIS Quality and Safeguards Commission is the correct step to ensure the matter is investigated.
Systems, admin and policy
Why your NDIS account won't link with myGov and who to call
Your NDIS portal linking process fails if you lack a valid NDIS activation code, if your code has expired, or if your myGov account has been locked due to security issues. To link your myGov account to the NDIS for the first time, you must input a specific NDIS activation code. If you requested this code via phone call, it will expire after 10 days, while an SMS code is only valid for 15 minutes; if either expires, linking will fail until you request a new code. Additionally, myGov can lock or close your account due to multiple incorrect password entries, incorrect two-factor authentication codes, or suspected compromise. If your myGov account is locked, you must call myGov on 132 307 to resolve the issue. If you need a new NDIS activation code or need to update your phone number to receive the SMS code, you must call the NDIS directly on 1800 800 110.
How to identify if a call claiming to be from the NDIA is genuine
You can identify a scam call by checking if the caller threatens to cancel your NDIS access due to a debt, as the agency will never call you and make such threats. Scammers frequently pretend to be government employees and falsely claim that you owe a debt on your plan, demanding sensitive details like bank accounts, addresses, and Medicare numbers to resolve it. If you receive a suspicious call, do not share any personal or financial details. Instead, you can report the contact immediately to protect yourself. To verify or report a suspicious caller pretending to be an NDIA employee, partner, or provider, hang up and call the NDIS Fraud Reporting and Scams Helpline directly on 1800 650 717. You can also report scams by completing the online tip-off form on the NDIS website, or ask a trusted nominee or family member to report it for you.
What records you should keep and for how long
The provided NDIS sources do not specify which records you must keep or the exact timeframe you need to retain them. Because the official guidelines in the provided text are silent on these record-keeping durations and requirements, it is best to contact the NDIA directly or check their official website for definitive instructions. Generally, if you manage your own funding, you will need to upload and keep documents to support your claims, such as invoices, payment requests, and service bookings, which can be managed online. For instance, you can use the myplace participant portal to upload documents and view your funding reports and approved budgets. To obtain clear, legally compliant advice on exact record retention periods, you should call the NDIS helpline on 1800 800 110 or speak to your NDIA planner during your planning meeting.
Where you can have your say through submissions, senators and public hearings
The provided NDIS source materials do not contain any information on how to make submissions, contact senators, or participate in public hearings. Because the official sources provided are silent on these civic participation channels, we cannot verify specific guidelines or contact points for them. To find out where you can have your say on NDIS policy and legislation, you should check official Australian Government portals or contact the National Disability Insurance Agency (NDIA) directly by calling 1800 800 110. Alternatively, you can contact your local member of parliament or senate offices for information on active public inquiries and hearings. For feedback or concerns specifically regarding how your NDIS supports are delivered, you may contact the NDIS Quality and Safeguards Commission, or submit general feedback through the NDIS website's contact channels.
Where To Read More
- 8 Things You Might Not Know About Support Coordination
- A Comprehensive Guide to Support Coordination
- Accessing NDIS Funding for Independent Living with Intellectual Disability
- Accessing NDIS Transport Funding
- Ace Your NDIS Planning Meeting - A Comprehensive Checklist
- Advocacy and NDIS Cuts: How to Protect Your Access to Funding
- Empowering NDIS Participants: Advocating for Your Funding Rights Amidst Changes
- Advocates and Legal Experts Unite Against Proposed NDIS Eligibility and Governance
Key Takeaways
- Most NDIS decisions can be reviewed — internal review first, then the Administrative Review Tribunal.
- Evidence that describes daily function carries more weight than a diagnosis alone.
- Keep dated copies of every report, plan, invoice and piece of correspondence.
- When an answer here says to confirm a figure or timeframe, check the official source named — NDIS rules and prices change regularly.
Disclaimer: This article provides general information about the NDIS and is not intended as legal, medical or financial advice. NDIS rules, prices and timeframes change regularly — always check the official source before acting, and seek professional advice for your own situation.
Information current as at 10 August 2026.
