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.
Each quarter, the Agency reports against Participant Service Guarantee (PSG) timeframes in the Quarterly Report.
Whilst performance was maintained or improved for more than half of the 10 PSG measures, 4 of the measures have experienced a decline in the December 2024 quarter. Performance continues to be impacted by the increasing volume of work. The increased volume is observed in most types of services including participants seeking a review of their NDIS plan.
For the 10 PSG measures, one is meeting PSG timeframes and 3 are improving and approaching the timeframes target with a result of over 80%. Improvements have been noted for 5 of the 10 PSGs measured, noting consistent improvements for first plans measure (PSG 6 and 7) and participant requested reassessments (PSG 13).
The NDIA continues to implement a remediation plan to address timeframes and improve the participant experience and PSG performance. The focus over the last 9 months on first plans, for participants aged 9 and over, and unscheduled reassessments, resulted in the improved performance. It is anticipated that NDIS will see continued improvement in results in the March 2025 quarter. The Agency is focusing on targeting the plan change requests work (PSG 12) outside timeframe and aims to improve results by July 2025. The Agency is also continuing to focus on access decisions and is expecting to reduce work outside timeframe.
In addition, recent system enhancements have improved work practice efficiencies and decision making. There are continued system changes scheduled over the coming months to ensure participant experience and timeliness continues to improve.
The tables below show the timeframes for each of the key NDIS processes, which have been pulled from the latest Quarterly Report.
Use the ‘Print this Page’ function to download a PDF or print a copy of the current status of the Participant Service Guarantee timeframes.
Getting started with the NDIS
| What we will do | The most days it will take us | Performance at December 2024 quarter (most current data) |
|---|---|---|
| Decide who can use the NDIS | 21 days | 15% |
| Make a decision about who can use the NDIS after we've been given more information | 14 days | 26% |
Getting a plan
| What we will do | The most days it will take us | Performance at December 2024 quarter (most current data) |
|---|---|---|
| Approve a plan | 56 days | 81% |
| Approve a plan for a child under 9 years | 56 days | 100% |
| Make a time to have a meeting to start your plan if you want to | 7 days | 83% |
Changing a plan
| What we will do | The most days it will take us | Performance at December 2024 quarter (most current data) |
|---|---|---|
| Start setting up a plan reassessment † | 56 days before the review date | 51% |
| Decide whether to do a plan reassessment, if you ask us to † | 21 days | 23% |
| Do a plan reassessment we have agreed to † | 28 days | 90% |
| Make small changes to a plan | 28 days | 43% |
| Review our decisions if we need to | 60 days | 66% |
Note: The NDIA's new participant check-in process ensures that every scheduled reassessment begins with contact from the planner or partner to discuss reassessment options well before and scheduled reassessment date. Plans are extended automatically if they have not been reassessed before expiry so participants have continuity of support. That is, participants do not stop receiving supports.
†Excludes reassessments initiated prior to migrating service processes to the new computer system.
Making a complaint
| What we will do | The most days it will take us | Performance at December 2024 quarter (most current data) |
|---|---|---|
| Fix your complaint if we can | 21 days | 74% |