What should a plan manager do? Invoices, checks and choice
Our Guide to the Plan Management Guide
By Tristram Peters · Originally published 24 November 2020
How participants can agree invoice checks before the first payment
Ask how you will see invoices, approve services and query a charge. Agree what happens with unfamiliar providers, changed rates and disputes. A clear process should help you understand the spending without requiring you to accept every claim automatically.
When comparing plan managers, ask how balances and funding periods are explained. Their financial role does not replace support coordination or NDIA approval of a replacement support.
Original article and dated context
Tristram Peters is a writer, editor, and disability advocate with a keen passion for sport. He co-hosts the Grow Bold with Disability podcast and sits on the sport’s executive board for the Asia Pacific Oceania zone in powerchair football. Most importantly, he's part of the Clicka family!
At Clicka, we get a lot of requests for Plan Management services. Understandable, too! It’s a big part of many of your Plans, reducing your workload and ensuring you can get the services that you need. But given its importance, what should good Plan Management look like?
Until now, some of the details around a Plan Manager’s responsibilities have been somewhat vague. But the NDIA has just released a BIG guide about Plan Management that goes a long way towards clarifying what they should do.
So, let’s use it as a springboard into the world of Plan Management (that mixed metaphor’s for emphasis, just sayin’), and explore what you should expect from your Plan Manager.
What should a Plan Manager do for you?
A Plan Manager can have two key roles. If you’re funded for one in your Plan, a Plan Manager can
support you in managing your plan managed budget, paying invoices, and analysing your spending (e.g. over or underspending)
deliver training (or, as the NDIA terms it, ‘build your capacity’) to strengthen your own financial and administration skills.
As well as registering with the NDIS Quality and Safeguards Commission, your Plan Manager must also
provide regular (monthly) info to you about your NDIS Plan Managed spend
comply with and help you understand the NDIS price guide
comply with Australian Consumer Law (y’know, the standard).
Just think of your Plan Manager as the person who helps you with the financial management and payment aspects of your Plan, or helps strengthen your own financial skills, and gives you regular updates so you know you’re how you are going spending your plan budgets. Important to note that their role relates specifically to the plan-managed funded supports of your plan.
Interestingly, the NDIA encourages participants to engage with plan managers who do not also provide you with other NDIS funded supports. NDIA is recommending independence and ultimately it is your choice to make.
What shouldn’t a Plan Manager do for you?
A Plan Manager can provide service recommendations, but they’re not responsible for helping you implement your Plan, connect with providers, roster services or deliver disability-related advocacy. For these activities, speak to your LAC or Support Coordinator.
How do they pay your invoices?
This depends on your arrangement with your Plan Manager. You might like them to check every invoice with you before paying. Or you have a list of ‘approved’ providers you want your Plan Manager just to pay. Maybe its some combination of the above. Personally, mine pays my invoices asap, and I check what’s happening via a nifty dashboard.
But regardless, the Plan Manager must validate received invoices within 5 business days. Once they receive the funds from the NDIA, those funds should be disbursed to providers within 2 business day. These timeframes provide a lot of clarity and will make your providers happier!
[Clickability update, October 2026: This timing concerns payment after the plan manager receives funds, not a guarantee of payment two days after an invoice arrives. Read current provider-payment guidance.]
Does your Plan Manager make decisions around what’s ‘reasonable and necessary’?
Ah, that old chestnut! Some participants say their Plan Manager knocks back invoices, saying they’re not for a ‘reasonable and necessary’ support. The Guide makes it clear this is not their responsibility! Good news, right?
[Clickability update, October 2026: The current role includes integrity and compliance checks and ensuring funding is spent on NDIS supports in line with the plan. A participant’s opinion does not make an excluded purchase payable. Read the current plan-manager role guide.]
Yes, but there’s a caveat. The Plan Manager needs to ensure the Plan is ‘implemented as intended’, so they can check it’s in line with your Plan. But deciding what’s ‘reasonable and necessary’ falls to you, the participant. Check out page 10 of this NDIS booklet before buying supports.
What if you want to change Plan Managers?
Simple answer: you can! Any invoices issued after the end of your first Plan Manager will be paid by your new Plan Manager. Choice and control, it’s what the NDIS is all about.
[Clickability update, October 2026: Arrange the handover and outstanding claims explicitly. Do not assume invoice issue date alone settles which manager handles an old service or disputed claim. Check current changing-manager guidance.]
What will the future of Plan Management look like?
Good question. Plan Managers are always evolving, and particularly off the back of this new Guide, but the intent remains the same: supporting you in managing your funds so that you can easily and quickly access services, and live the life you want and move closer to achieving your goals.
Clickability editorial update: October 2026
How providers can keep an invoice query from becoming a service dispute
Provide clear service dates, descriptions, quantities and agreed rates. Ask which stage is delayed: invoice checking, the claim or payment after funds arrive. Resolve missing information with permission and avoid presenting an old processing target as a guaranteed agency payment date. Current guidance distinguishes the relevant responsibilities.
Questions readers ask
Can a plan manager pay an excluded purchase because I believe it is necessary?
No. Their role includes ensuring funding use and claims meet applicable requirements. Official guidance
Is the two-business-day disbursement guidance measured from invoice receipt?
No. It concerns payment after the plan manager receives funds from the NDIS. Official guidance
Find a plan manager with clear payment communication
Tell Clickability how you want invoices and balances explained. Compare reviewed and rated profiles and ask about approval, disputes and handover arrangements.
