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FAQs

NDIS Plan Management


What is 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.
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: https://www.ndis.gov.au/applying-access-ndis/am-i-eligible
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?
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. Simply download the following Request for Plan Management letter to your planning meeting with you!

If your plan has already begun and you do not have the option for plan management or ‘Improved Life Choices’, simply contact your NDIA Planner or LAC and request for a Light touch Plan Review of your plan.
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 the NDIA on 1800 800 110 to advise them
2. Request your current/previous plan manager cancels their service bookings and reduce their available funds to zero

Then get in contact with our team and we will help you get started with Plan Hero
I already have a service provider that I would like to use, can I continue to use them?
Absolutely. The benefit of using Plan Hero is that you can use both registered and non-registered NDIS providers. 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.

Our Processes


How do I sign up to Plan Hero?
Easy peasy, simply fill out our Participant Registration Form or Provider Registration Form - and we will be in contact within 48 hours.
What is included in the Service Agreement?
When signing up you will be provided a the Service Agreement and sent a copy of it in your Welcome pack
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 hello@planhero.com.au or call 1300 669 770.
I am a support coordinator, can I sign my clients up with Plan Heror
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. However, 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.
How do I upload invoices?
Invoices can be sent directly to Plan Hero yourself/your authorised representative or your provider. You will need to discuss this with your provider to ensure you aren't doubling up on invoices. Simply email the invoice to invoices@planhero.com.au
How do I authorise/approve invoices?
All invoices are approved on STANDING APPROVAL, unless you opt-out or notify us otherwise.

STANDING APPROVAL - This is the DEFAULT approval. Any invoice submitted by you or your provider will be automatically approved by us unless you request to have these invoices MANUALLY APPROVED. We will require confirmation via email (hello@planhero.com.au) or over the phone.

MANUAL APPROVAL - If you opt-out of standing approval for all or some providers, 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.

Using the Participant Portal (Plan Hero App)


How do I sign up for the dashboard?
You must be a registered participant with Plan Hero prior to signing up for the dashboard. Once we have completed the Welcome call we will send you your log-in details for access to the Plan Hero Dashboard.
How do I use the Dashboard?
The dashboard shows you outstanding invoices, balances, allows you to track your budget and approve invoices
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 my password'. You will then be prompted to enter your NDIS number 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 hello@planhero.com.au, and we can assist with resetting your password
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 an instructional video explaining how to use your app. We will show you how to navigate the app, approve invoices and view the balance/funding spent on your plan. If you are still having difficulty, contact our team and we will help you understand how to use the portal

If you have any further questions, contact our friendly team!


Email us at hello@planhero.com.au or call 1300 699 770