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PO Box 3505 Loganholme QLD 4129


NDIS Support FAQ

Can you help me apply for NDIS?

Applying to the NDIS can be a minefield. It is important to know you have the correct paperwork completed and evidenced by the correct professional for your specific disability. There are some helpful links that you may find useful.

Applying for the NDIS Link – this is the first step.

Here is the link for NDIS Who can provide evidence for disabilities – link

Providing evidence of your disability – It is important that these Professionals add the types of correct evidence Link

Mental health and the NDIS – Psychosocial Framework link you will need to complete the Evidence of Psychosocial Disability form and the Verbal Access Request Form


What is the NDIS Code of Conduct?

The NDIS Code of Conduct applies to:

  • registered NDIS providers and their employees
  • unregistered NDIS providers and their employees
  • providers delivering information, linkages, and capacity building (ILC) activities
  • providers delivering Commonwealth Continuity of Support Programme services for people over the age of 65.

The Code of Conduct requires workers and providers who deliver NDIS supports to:

  • act with respect for individual rights to freedom of expression, self-determination, and decision-making in accordance with relevant laws and conventions
  • respect the privacy of people with disability
  • provide supports and services in a safe and competent manner with care and skill
  • act with integrity, honesty, and transparency
  • promptly take steps to raise and act on concerns about matters that might have an impact on the quality and safety of supports provided to people with disability
  • take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse of people with disability
  • take all reasonable steps to prevent and respond to sexual misconduct.

There are guidelines available to help both NDIS providers and workers understand their obligations under the NDIS Code of Conduct.

What is Myplace?

The NDIS participant portal is called myplace.

It is a secure website portal on the Australian Government’s myGov website where you or a person you trust (a nominee or child representative) can access your NDIS information.

Further information can be found here


How do I access Myplace Portal?

You will need to firstly ensure you are a NDIS Nominated Plan Nominee if you are not the Participant. This can be completed by providing 100points identification in person at local LAC or NDIA office.

To login to the portal, you will need a myGov account and an NDIS activation code. You can request an activation code before you become a participant, or at any time, by contacting the NDIA on 1800 800 110.

Your activation code is temporary and will expire after 10 days. If you lose your code or it expires, you can contact the NDIA and request a new code.

Myplace step-by-step guide Part 1 Introduction has the step-by-step guide to set up.

What is Reasonable and Necessary and why do I need to follow this?

Basically, if your Consumable or low-cost Assistive technology doesn’t meet the reasonable and necessary criteria set out by the National Disability Insurance Scheme Act (2013) it is not funded and not to be purchased.

It is important when purchasing Low-Cost Assistive Technology or consumable items to follow the following NDIS criteria:

When we think about assistive technology support, we’ll ask these questions:

  • is available in stores so you can see or try it before you buy
  • doesn’t need professional advice, setup or training for you to use it safely

Here is some NDIS information about what is Low cost AT – Link is here for an example.

Some ideas (Must follow above points)

  • Continence products
  • Non-slip bathmat
  • Knives, forks or other eating utensils
  • Large print labels
  • Shower stool or chair
  • Handrails
  • Portable ramps
  • Personal Panic Alarm

If you have any concerns, it is a good practice to discuss with your Allied Health Provider prior to purchasing for some ideas. Some Low-cost AT may require a supporting letter.

Do I have to show my plan if a Service Provider request it?

You can choose who you share the details of you plan with including any of your Service Providers Link

It is important to remember that Service Providers will need to work with the NDIS Goals to achieve outcomes and to complete a report at the end of your plan. So, sharing the NDIS goals is desirable.

What does a Support Coordinator do?

There are 4 key roles of a Support Coordinator:

  1. Help Participants connect to NDIS and other supports including mainstream supports.
  2. Build a Participant’s capacity and capability to understand their plan, navigate the NDIS and make their own decisions
  3. Broker supports and services in line with participant wishes and their plan budget
  4. Monitor plan budgets and support effectiveness

Further information can be found in the Improving support coordination for NDIS Participants

What are the benefits of having a Support Coordinator?

The benefit of having a Support Coordinator:

  • Support Coordinator understand the system and help you to achieve your goals
  • Connecting you with the services that best suit your requirements and disability this includes Mainstream supports.
  • will work with you at your pace and help you to navigate and understand the world of NDIS to help you make your own decisions, connecting you and showing you techniques in a style or language that you can understand.
  • will implement your budget as per your NDIS plan, monitor the budget along the way and realign the budget ensuring the budget remains effective, whilst maintaining the Participants wishes how they choses to implement the plan.
  • Support Choice and Control of the Participant
  • Will help you with your Review paperwork.
  • will assist you should you have a Change in Situation during your NDIS plan.
  • will assist with Complex Participants when they have various Stakeholders such as OPG/CSO/QCAT Guardians in place or Hospital Discharge or Improved Relationships
  • One of the best benefits of having a Support Coordinator is ensuring you are being heard as a person. If you are not, they can help you to address your concerns about a Service Providers, show you how to lodge complaint/s or even a compliment or they can connect you with an Advocate.


What services can you provide?

Reality Support Services specialise in the following for Support Coordination:

  • Housing Outcomes – SIL/SDA/ILO/MTA funding or assistance with mainstream Dept of Housing and public housing application
  • Cultural Diversity & LGBTIQ Friendly Supports
  • Restrictive Practice and Behaviour supports
  • Paediatric Support Coordination
  • Hospital Support Coordination – discharge, Complex Medical Needs, Amputee Care, Working with Hospital Supports


How do I make a complaint about a Registered Service Provider

Contact the Service Provider as per the Service Agreement details – how to make a complaint.

If you are not happy with the outcome of your complaint you can lodge a complaint to the NDIS Commission and Safeguards

The NDIS Commission can take complaints from anyone about:

  • NDIS services or supports that were not provided in a safe and respectful way
  • NDIS services and supports that were not delivered to an appropriate standard
  • how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant

A complaint can be made to the NDIS Commission by:

Making a complaint (Easy Read)

How do I make a complaint about the NDIS

To make a complaint about the NDIS you can either complete the Complaints form or online form

You can also send an email to or call us on 1800 800 110. If we can’t help you, we will try to refer you to someone who can.

Acknowledgement of complaint within 1 days.

Your complaint will be responded to within 21 days.

What is the Price Guide/Pricing Arrangement and why is it important?

The Pricing Arrangement is the new name for the old NDIS Price Guide which Service Providers use as a guide to set their pricing limits. There is a maximum pricing limit for each NDIS support item and the line item for invoice purposes.

The pricing Arrangement is updated often by the NDIS with only certain line items increased. Your services do not increase automatically due to the Pricing arrangement increase but as per the signed Schedule of Support which is important to check against the Pricing Arrangement if you are unsure before you sign.

Your NDIS plan will not pay for items over the NDIS Pricing Arrangement.

For more information visit the  NDIS Pricing Arrangements page for the latest NDIS Pricing Arrangement and Price Limits


What is a Goal and why is it important?

Your goals are linked directly to your NDIS funding. Your NDIS funding is aimed to provide you with the supports you require for your specific disability.

Goals describe what you want to achieve, develop or learn. A key part of your plan is identifying short-term and long-term goals. Usually there are three to four goals in a plan. A short-term goal is something you can achieve in 12 months, a medium or long-term goal, and a long-term goal might take a few years.

Goals are one of the most important parts of your plan. This is because all the supports funded in your NDIS plan should directly link back to helping you achieve your goals.

For this reason, it is recommended that your goals should be fairly broad so that as many supports as required can be included under the umbrella of that goal.


It is important to NOTE: that a Goals does not instantly mean NDIS will fund for you to pursue it. It means Service Providers and yourself may work towards achieving it.

For example, a goal of “I want to do a course to advance my employment prospects.” NDIS will fund for the Support Worker to assist you to keep on track with your course work but will not fund for the course.


How do I change my funding type?

If you want to change something in your current plan for example how the funding in your plan is managed you will need to complete the Change of details or change of situation form complete Part G and

  • Email it to NDIS at
  • Mail: NDIA, GPO Box 700, Canberra ACT 2601
  • In person: Visit a local area coordinator, early childhood partner or NDIS office in your area

My Circumstances have changed. What do I do?

If you have significate changes to your your circumstances such as:

  • Moving out of home
  • Your current situation has changed
  • Your informal support has changed – for example a Primary carer could have moved or passed away
  • Your contact details have changed
  • You want to change something in your current plan – for example how funding in your plan is managed.
  • Your Plan has an error
  • You would like the reassessment date of your plan changed

There are a few ways you can let NDIS know if your situation or details have changed.

You can:

  • contact NDIS by phone by calling 1800 800 110
  • send NDIS an email and include any evidence to support your request
  • complete the Change of details or change of situation form and send it to NDIS along with any supporting evidence if required
  • send NDIS a letter and include any evidence to support your request
  • visit one of the NDIS offices.

You can send NDIS an email with any supporting evidence to

What is Restrictive Practice?

‘Restrictive practice’ means any practice or intervention that has the effect of restricting the rights or freedom of movement of a person with disability, with the primary purpose of protecting the person or others from harm.

There are five categories of regulated restrictive practices that are monitored by the NDIS Commission. These are:

  • Seclusion
  • Chemical Restraint
  • Mechanical restraint
  • Physical restraint
  • Environment restraint

For more information please review the Understanding behaviour support and restrictive practices – for Participants