Service Terms

1. About these terms

These Service Terms form part of the Plan Management Service Agreement between Good Plan Management ("we", "us") and each participant we support ("you"). You agree to them when you sign your Service Agreement.

If we make a material change to these terms, we will email you before it takes effect. You won't need to sign anything new. If you're not comfortable with a change, you can end your agreement with us at any time.

2. What we do

We manage the financial administration of the plan-managed funding in your NDIS plan. That means we:

• receive, review and check invoices and reimbursement requests against your plan and current NDIA requirements
• submit valid payment requests to the NDIA, and pay providers or reimburse you once NDIA funds are received
• keep records of claims and payments, and provide regular statements showing spending against your plan-managed budgets
• let you know if we identify likely overspend, underspend, unusual claiming patterns, or concerns that a claim may not comply with your plan or NDIS rules
• liaise with your providers, support coordinator and authorised representatives where reasonably necessary to do the above
• help transfer records if you move to or from another plan manager.

What we don't do

We do not decide whether supports are "reasonable and necessary" for your plan – that's the NDIA's role. We don't provide support coordination, therapy, personal care or advocacy, and we don't give legal, financial or tax advice.

3. Our responsibilities

We will:

• provide our services with due care and skill, and treat you with courtesy and respect
• act in accordance with applicable NDIS laws, rules and pricing arrangements, and the NDIS Code of Conduct
• use reasonable endeavours to submit compliant payment requests to the NDIA within 5 business days of receiving all required information, and to pay providers or reimburse you within 2 business days of receiving NDIA funds (in practice we aim much faster than this)
• communicate with you clearly and accessibly
• protect your personal information in accordance with privacy laws
• maintain an internal complaints process and tell you how to use it.

4. Your responsibilities

You agree to:

• give us a copy of your current NDIS plan, and tell us promptly if your plan, contact details or circumstances change
• make sure plan management is funded and available in your plan while we're working together
• send us the invoices, receipts and other documents we need to process payments, in a timely way
• make sure, to the best of your knowledge, that supports claimed through us relate to your plan and were actually delivered
• review the statements we send and raise any concerns promptly
• tell your providers if you change plan manager, and give us any approvals we need to speak with your representatives, providers or support coordinator
• not ask us to process claims that are false, misleading, duplicated, for supports not delivered, or inconsistent with your plan or NDIS requirements
• negotiate and enter your own service agreements with your other providers – those agreements are between you and the provider, and don't guarantee a claim is payable under your plan.

5. Invoices, reimbursements and records

We process invoices and reimbursement requests submitted through the channels published on our website. We may place a claim on hold and ask for more information if it is incomplete, unclear, duplicates another claim, exceeds current price limits, or appears inconsistent with your plan. If we reasonably believe a claim isn't claimable under your plan or current NDIS requirements, we may decline to submit it – and we'll always explain why.

Where funds in the relevant budget are low, exhausted or not claimable, we may decline to process further claims unless another lawful payment arrangement is agreed. If your funds are running out before a scheduled plan reassessment, contact the NDIA – we'll flag it when we see it coming.

We'll send you regular statements showing invoices received, claims submitted, payments made and remaining plan-managed budgets. Please review them and tell us as soon as possible if anything looks wrong.

6. Fees

Our fee is the standard monthly plan management fee set by the NDIS Pricing Arrangements and Price Limits, as updated by the NDIA from time to time. It's claimed from the dedicated plan management funding in your plan. You will never be charged out of pocket for standard plan management. Any non-NDIS or additional service would only ever be charged if separately agreed with you in writing.

7. Privacy and sharing information

We collect, use, store and disclose personal information to provide our services, administer claims and payments, meet legal obligations, and for related operational purposes. We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure.

With your consent (given in your Service Agreement), we communicate with your providers, support coordinator, nominee, guardian or other authorised representatives to the extent reasonably necessary – to obtain invoice information, resolve payment issues, discuss budget use, assist with a transfer to or from another plan manager, and answer questions about claims or payments. We won't share more than is reasonably necessary for those purposes unless required or authorised by law.

We may also disclose information to the NDIA, the NDIS Quality and Safeguards Commission, software and payment service providers, professional advisers, auditors, courts and tribunals where reasonably necessary or required by law.

You can limit or withdraw your consent at any time – verbally or in writing. If you don't want us to communicate with a particular person or organisation, tell us and we won't.

8. Feedback and complaints

If you're unhappy with our services, please tell us as soon as possible so we can put it right. You can make a complaint verbally or in writing on (02) 4263 0663 or hello@goodplanmanagement.com.au – yourself, or with the help of an advocate, nominee, family member, carer, guardian or other support person.

• You will never be disadvantaged, treated adversely or have your services affected because you made a complaint.
• We'll acknowledge your complaint promptly, investigate it fairly, keep you informed, and let you know the outcome and any actions we've taken.
• We aim to resolve complaints within 10 business days where practicable – if we need more time, we'll tell you why.
• If you're unhappy with the outcome, you can ask for an internal review by the Director, or complain directly to the NDIS Quality and Safeguards Commission on 1800 035 544, contactcentre@ndiscommission.gov.au, or at ndiscommission.gov.au.

We manage complaints in accordance with our Complaints Handling Policy and the NDIS (Complaints Management and Resolution) Rules 2018.

9. Incidents

We take all incidents seriously and manage them in accordance with our Incident Management Policy and the NDIS (Incident Management and Reportable Incidents) Rules 2018. An incident is any act, omission, event or circumstance connected with our services that has caused, or could have caused, harm to you or another person.

If an incident occurs – or you're worried something has happened – you, your nominee, family member, carer, guardian, advocate or another representative can tell us by phone, email or in writing. We will record and investigate it, take steps to support safety and prevent recurrence, involve you where appropriate, and let you know the outcome.

We're required by law to report certain incidents (reportable incidents) to the NDIS Quality and Safeguards Commission. Where we must make such a report, your consent isn't required – but we'll tell you a report has been made unless doing so would compromise someone's safety or the integrity of an investigation. You can have an advocate or support person involved in any incident process, and you can complain if you're unhappy with how an incident was handled.

10. Changes to these terms

We may update these Service Terms to reflect changes in NDIS pricing, legislation, rules or our administrative details. For material changes, we'll email you before the change takes effect. The current version is always published on this page, and each version is numbered and dated.

11. Ending the agreement

Either party may end the Service Agreement by giving 14 days' written notice.

You may end it immediately if you choose to change plan managers, no longer want our services, or we have seriously breached the agreement. We may end it immediately by written notice if we reasonably believe we're being asked to act unlawfully or contrary to NDIS requirements, there has been serious misconduct, abuse or threats, the working relationship has broken down and can't reasonably be repaired, or plan management funding is no longer available in your plan.

When the agreement ends, we'll stop providing services from the end date, may finalise claims already in progress where agreed, and will provide reasonable assistance to transfer relevant records to you or your new plan manager, subject to law and any outstanding issues.

12. Your rights

Nothing in the Service Agreement or these terms limits any rights you have under the Australian Consumer Law, the National Disability Insurance Scheme Act 2013 and its rules, or any other applicable law.

13. Contact us

Good Plan Management

hello@goodplanmanagement.com.au · (02) 4263 0663