Improvements to myplace portals for participants and providers

Posted on 19 July 2018

Improvements to make National Disability Insurance Scheme (NDIS) online systems easier to use and more effective for participants and providers will go live on Monday 23 July.

Among the changes, participants and providers will be given control over their service bookings through the NDIS online portal, so they can amend or cancel service bookings without waiting for National Disability Insurance Agency (NDIA) staff to process requests.

The online tool used by participants to find a provider has also been upgraded with maps to display provider locations, an improved search function to show provider opening hours and if new referrals are being accepted, increased geographic search capabilities, and a new design with guided help text to improve accessibility.

NDIA CEO Robert De Luca said the changes were the latest improvements to come out of the agency's Pathways Review, started in April 2017 to build a stronger, more effective NDIS through consultation and continuous improvement.

"We've listened to more than 1,000 participants, family members, service providers and advocacy groups over the past 15 months to find out where the NDIS is not meeting their expectations, so we can address these issues," Mr De Luca said.

"The NDIS is improving the lives of 160,000 Australians, but we need to make the system easier and better for the people who live it every day. We can only do that by building strong partnerships, listening, and developing clear plans to do the required work."

Mr De Luca said feedback through the Pathways Review highlighted some issues with the participant and provider portals. In response, the Agency has engaged with key stakeholders to understand and address these issues.

Portal enhancements to go live this Monday, 23 July, will give participants and providers the option to:

  • Edit new service bookings
  • Increase and decrease the duration, price and quantity of each service booking
  • Immediately cancel a service booking
  • Receive a reason or explanatory note for why the provider rejected the revision

The changes will apply immediately to all participant and provider initiated service bookings created since July 9, with backdated coverage to come through subsequent upgrades.

The Provider Finder enhancements to go live this Monday, 23 July will:

  • Make it easier to find providers, their location and hours of operation information
  • Make it easier to find the right service in a participant's preferred location
  • Provide a mapping tool to give a more precise search response and show location
  • Allow participants to search for providers beyond the current 50km limit
  • Improve usability and accessibility through the roll out of a new visual design and guided help text.

Further portal enhancements will be rolled out progressively over the next 12 months.

Information for providers.

Information for participants.