Participant Service Guarantee

The Participant Service Charter includes timeframes for our processes – set out under the Participant Service Guarantee. The Participant Service Guarantee sets clear timeframes for key NDIS processes. The NDIA must make decisions about access, plan approvals, plan reviews and nominee changes within these timeframes. This gives participants, families and carers greater certainty about how long processes will take. 

Legislation to implement the Participant Service Charter and Guarantee has not yet occurred. However, since 1 July 2020, the NDIA has been measuring itself (where possible) against the Participant Service Guarantee timeframes. 

The tables below shows the timeframes for each of the key NDIS processes. An update on progress against the Participant Service Guarantee can be found in the Quarterly Report.

Getting started with the NDIS

What we will do The most days it will take us Performance at June 2021 quarter Performance at September 2021 quarter (most current data)
Explain a decision 28 days 70% 99%
Decide who can use the NDIS 21 days 100% 100%
Give people time to prepare information if we ask for it 90 days 99% 88%
Make a decision about who can use the NDIS after we've been given more information 14 days 99% 98%

Getting a plan

What we will do The most days it will take us Performance at June 2021 quarter Performance at September 2021 quarter (most current data)
Start making your plan 21 days 80% 85%
Approve a plan 56 days 80% 82%
Approve a plan for a child under 7 years 90 days 91% 88%
Make a time to have a meeting to start your plan if you want to As soon as we can Reporting will begin in the December 2021 quarter. Reporting will begin in the December 2021 quarter.
Have a meeting to start your plan if you want to 28 days 100% 100%
Give you a copy of your approved plan 7 days Reporting will begin in the December 2021 quarter. Reporting will begin in the December 2021 quarter.

Reviewing or changing a plan

What we will do The most days it will take us Performance at June 2021 quarter Performance at September 2021 quarter (most current data)
Start setting up a plan review 56 days before the review date 28% 32%
Decide whether to review a plan if you ask us to 21 days 91% 84%
Do a review we have agreed to 28 days 72% 58%
Make small changes to a plan 28 days 95% 93%
Make big changes to a plan 50 days 94% 93%
Give you a copy of the plan after it has changed 7 days Reporting will begin in the December 2021 quarter. Reporting will begin in the December 2021 quarter.
Review our decisions if we need to 90 days 94% 89%
Put changes into place when the Administrative Appeals Tribunal asks us to` 28 days 96% 90%
Cancel a participant-requested nominee 14 days 86% 98%
Cancel a CEO-initiated nominee 14 days 100% 94%

Making a complaint

What we will do The most days it will take us Performance at June 2021 quarter Performance at September 2021 quarter (most current data)
Tell you that we have received your complaint 1 day Not reported Not reported
Get in touch after we receive your complaint 2 days Not reported Not reported
Fix your complaint if we can 21 days 94% 96%
This page current as of
20 January 2022
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