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. 

Since 1 July 2020, the NDIA has been measuring itself (where possible) against the proposed Participant Service Guarantee timeframes, ahead of the anticipated legislative change.

Timeframes for some of our key processes and how we are meeting our target of meeting these timeframes more than 95% of the time:
 

Getting started with the NDIS

What we will do The most days it will take us Performance at March 2021 quarter Performance at June 2021 quarter
Explain a decision 28 days 87% 70%
Decide who can use the NDIS 21 days 100% 100%
Give people time to prepare information if we ask for it 90 days Not reported 99%
Make a decision about who can use the NDIS after we've been given more information 14 days 98% 99%

Getting a plan

What we will do The most days it will take us Performance at March 2021 quarter Performance at June 2021 quarter
Start making your plan 21 days 79% 80%
Approve a plan 56 days 79% 80%
Approve a plan for a child under 7 years 90 days 96% 91%
Make a time to have a meeting to start your plan if you want to As soon as we can Not reported Reporting will begin in the December 2021 quarter.
Have a meeting to start your plan if you want to 28 days Not reported 100%
Give you a copy of your approved plan 7 days Not reported 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 March 2021 quarter Performance at June 2021 quarter
Start setting up a plan review 56 days before the review date Not reported 28%
Decide whether to review a plan if you ask us to 21 days 100% 91%
Do a review we have agreed to 42 days 67% 72%
Make small changes to a plan 28 days Not reported 95%
Make big changes to a plan 50 days Not reported 94%
Give you a copy of the plan after it has changed 7 days Not reported Reporting will begin in the December 2021 quarter.
Review our decisions if we need to 90 days 91% 94%
Put changes into place when the Administrative Appeals Tribunal asks us to` 28 days Not reported 96%
Cancel a participant-requested nominee 14 days Not reported 86%
Cancel a CEO-initiated nominee 14 days Not reported 100%

Making a complaint

What we will do The most days it will take us Performance at March 2021 quarter Performance at June 2021 quarter
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 91% 94%
This page current as of
16 August 2021
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