Frequently asked questions
FAQs
NDIS Plan Management
Our Processes
Using our dashboard
NDIS Plan Management
What is the NDIS?
The National Disability Insurance Scheme (NDIS) is a government initiative that provides support to eligible people with intellectual, physical, sensory, cognitive and psychosocial disability, and their parents and carers.
What is the NDIA?
The National Disability Insurance Agency (NDIA) is the agency that implements the National Disability Insurance Scheme (NDIS)
Am I eligible for the NDIS?
There are a number of criteria to meet in order to be eligible for NDIS funding – including your age, Australian residency and the nature of your disability. To determine if you are eligible for NDIS funding, simply answer a few questions from the NDIS Eligibility Checklist
What is Plan Management?
Plan management means that a plan management provider of your choice will assist you in managing your NDIS plan funds. The plan manager receives the funds from your plan via the NDIA which is then used to fund the services you receive.
Is there any cost to me to have a plan manager?
No, the NDIS pays for plan management under a separate area of funding in your plan. This will not impact funds used for other services in your budget. Plan management services come out of your Improved Daily Living line item – you just need to ask for funding for this in your plan
How do I become Plan managed?
If you are new to NDIS and using a registered Plan Manager is the right option for you, simply advise the NDIS Planner or Local Area Coordinator (LAC) and request ‘Improved Life Choices’ included in your NDIS plan. Bring the following Request for Plan Management letter to your planning meeting with you!
I already have a plan manager, can I change to Plan Hero?
You sure can! If your plan is already being managed by another provider and you wish to change simply
You will first need to:
1. Contact your current plan manager and request to cancel supports with them
2. Get in contact with our team and we will help you get started with Plan Hero
For our step by step guide CLICK HERE
I already have a service provider that I would like to use, can I continue to use them?
However, the NDIS only allows Plan managers to pay the maximum rate for each service as indicated under the NDIS price guide. Any cost above the rate listed in the guide will be out-of-pocket to the participant.
To find the NDIS price for a support go to our NDIS Price Tool
Our processes
How do I sign up to Plan Hero?
Easy peasy, simply fill out our Participant Registration Form and our friendly team will be in touch within 24-48 hours. Be sure to check your emails (and junk inbox just incase)
I am a support coordinator, can I sign my clients up with Plan Hero
We love working with support coordinators to help support their participants to achieve their goals and outcomes. We have a great understanding for the types of supports and services participants might use.
You can refer a client via our Referral Form, or assist your client to sign up with us online via our Participant Registration Form (or call 1300 599 770 and we can complete this over the phone)
Please note: only authorised representative, parent or guardian may complete the sign up process on behalf of a participant. We encourage you to assist your clients with the sign up process, and our team is always available to assist and support you with any queries.
I am a provider, how do I refer a client to Plan Hero?
You can refer a client via our Referral Form and our friendly team will reach out to your client via phone and/or email within 24-48 hours.
How do I upload invoices?
Invoices can be sent to us via email: invoices@planhero.com.au, or uploaded via our Plan Hero portal (client access only)
How do I upload reimbursements?
Reimbursements or invoices paid by YOU out of pocket can be sent to us via email: payme@planhero.com.au, or uploaded via our Plan Hero portal (client access only)
What is included in the Service Agreement?
When signing up you will be provided with our Service Agreement and will be able to access a copy of it in your participant dashboard. This will outline our role as your plan manager, as well as both yours and our responsibilities and terms of our agreement.
I have a new plan, what do I do?
You will need to send Plan Hero a copy of your new NDIS plan as soon as you are issued it, this way we can ensure you can access funding under the new plan.
Please contact our team via support@planhero.com.au or call 1300 599 770.
How do I authorise/approve invoices?
STANDING APPROVAL – This is the DEFAULT approval. Any invoice submitted by you or your provider will be automatically approved by us for claiming (if it meets the NDIS guidelines)
MANUAL APPROVAL – If you opt for manual approval, this means you will be required to approve each invoice as they are submitted. You can do this via the portal, or via email/phone. Note: If you upload the invoice yourself, this will be considered approval as you have submitted it.
Can I change my invoicing approval option?
Of course, simply send an email to our team at support@planhero.com.au or call 1300 599 770 and request to change your invoicing approval option.
Using the dashboard
How do I sign up for the Plan Hero portal?
You must be a registered participant with Plan Hero prior to signing up for our Plan Hero app and participant dashboard. Once we have completed your registration, we will send you your log-in details for access to the Plan Hero Dashboard and the Plan Hero app.
What is the difference between the Plan Hero Helpdesk and Portal/Claim Dashboard?
The help desk is our our support centre for questions relating to the NDIS, plan funding and common questions for our Plan Hero participants, carers and families.
Our Plan Hero claiming dashboard, allows participants and their representatives to view all claims and invoice information, including:
– NDIS Live Budget & Summary
– Invoices & Claims
– Plan info
My password doesn’t work/I forgot it – what do I do?
Do not worry, simply go to the log-in page and select ‘forgot password’. You will then be prompted to enter your email and you will be sent email instructions on how to reset your password. (Make sure you check your junk email too). If you are having any issues simply email support@planhero.com.au or call 1300 599 770, and we can assist with resetting your password
How do I allow someone else to access the portal on my behalf?
If you would like someone else such as a family member, your support coordinator, carer or another support to be able to access the portal to assist you with budgeting we just need your approval.
They will need to be set up as a seperate user and will have full access to view your budget, claims and funding details.
To give them access, simply email us at support@planhero.com.au or call 1300 599 770 to request access for other users (this can only be requested by the participant or their authorised representative)
I don’t understand how to use the Participant portal, what do I do?
Once you have access to our app, we will send you a manual explaining how to use your app. This will also be available on our help desk. There are different versions for web/desktop, phone access and for carers or support coordinator users. If you are still having difficulty, contact our team on support@planhero.com.au or call 1300 599 770 and we can guide you through using the portal
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