What To Do When Your Support Coordinator and Plan Manager Disagree

Key Information

• Your support coordinator and plan manager have different but complementary roles. Disagreements can happen for legitimate reasons.
• A plan manager is legally required to process claims in accordance with your plan, with real financial consequences for non-compliance.
• You can ask both parties to explain their reasoning in writing.
• Your LAC, NDIA planner, or an independent advocate can help if you can't resolve the issue.
• You can change your support coordination or plan management provider at any time; you don't need to wait for a plan review.

Having both a support coordinator and a plan manager can help a lot when navigating the complex National Disability Insurance Scheme (NDIS) system, because it means you have two NDIS experts helping you utilise your plan. However, these roles might occasionally disagree about how your funding can be utilised.

This doesn't necessarily mean one of them is doing the wrong thing; your support coordinator and plan manager have different roles, and therefore might have different perspectives and interpretations when it comes to funding.

What does each role do?

Your plan manager's role explained

A plan manager handles the financial administration of your NDIS plan on your behalf. This includes:

• Processing provider invoices
• Tracking budgets
• Providing monthly statements
• General financial administration and record-keeping

Under the NDIS Act (October 2024), plan managers must process claims in accordance with plans. This means spending must align with how your NDIS plan was built.

There's also the risk of financial liability on the plan manager's part. Under s46 and s182 of the NDIS Act, the NDIA can recover amounts paid for supports or items that were not in alignment with your plan – and they can hold plan managers financially liable for processing incorrect or non-compliant payments. It's a serious legal risk for plan managers, which is why they will play strictly by the book.

Note: This doesn't mean your plan manager can tell you which supports to use or which providers to work with – you're still in control! Checking for compliance simply means they will not send invoices for processing unless they align with your plan as written.

Related: How to Get the Support You Need from Your Plan Manager

Your support coordinator's role explained

Your support coordinator acts like the bridge between you and your providers; they help you understand your plan, connect with the right providers, and help build capacity to manage your supports over time. They work in your best interests to explore options, monitor the quality of services, and can assist with upcoming plan reviews.

Like any provider, they must follow the NDIS Code of Conduct. Their role is more strategically focused on how you can best use your plan, than on the funds that flow through it.

Related: NDIS Plan Manager vs Support Coordinator Explained

Why do disagreements happen?

When it comes to support coordinators and plan managers: They're both trying to work in your interest, but coming at it from different angles. Sometimes, these angles can clash.

This generally happens when the two have a different idea of what a support is "for" and if it's compliant with your plan and particular budget categories.

Often, you'll be recommended products or services that will likely benefit you - from your support coordinator, but also from treating professionals or therapists you may be working with. Sometimes, these are not NDIS supports (such as a gym membership recommended by an allied health professional). Or maybe they are NDIS supports - but your plan manager has reason to think claiming them wouldn't be following your NDIS plan as written, so they flag it rather than processing the invoice.

What can you do if this happens?

Ask both parties to explain their reasoning in writing

At the end of the day, it's your plan and you have the right to understand why each recommendation is being made. A written explanation can help you (or an advocate working with you) to identify what the issue truly is: legal compliance, interpretation, or something else.

Go back to your plan

Your NDIS plan is the source of truth here. Look at what support categories are funded and how they are described – your plan manager should be able to show you exactly where the sticking point is if something isn't compliant.

Raise it directly with the other party

With your consent, your support coordinator and plan manager can communicate directly to try and resolve the disagreement in your best interest. Collaboration is common and expected between these two roles. Many disagreements can be resolved through better communication!

Contact your LAC or NDIA Planner

Your LAC can help you understand your plan's intent, and flag whether a review or variation is warranted. For example, if a support you need doesn't fit your plan as written, that can be a sign that you need a plan review.

If the disagreement can't be resolved between the two parties, or with the help of your LAC, you can ask the NDIA directly for clarity on what your plan means, and how you can spend your funds.

Related: Your Rights in an NDIS Planning Meeting: Can You Bring a Supporter?

Engage an independent advocate

You can access independent advocacy services at any stage in the process from disability advocacy organisations. This is someone unbiased (independent means they're not employed by either provider, so they're not on anyone's 'side' but yours), who can make sure you're heard and understood.

Should you be concerned about disagreements?

Not necessarily. There's a big difference between a professional disagreement, and concerning conduct that indicates a bigger problem. Keep an eye out for:

• If they are dismissing your preferences (deciding things for you, instead of helping you discover your options).
• If they're not communicating well or often.
• If they're pushing particular providers, instead of letting you choose.
• For plan managers in particular: be wary if they won't process claims, but also won't tell you why. If something is non-compliant with your plan, they should be able to clearly explain it to you.

If disagreements happen between your support coordinator and your plan manager, it's not your responsibility to referee them; they must be able to work together for participants. You should be able to ask for help when you need it, get clear answers, and make informed decisions about your supports. If you can't, that can be one of several signs indicating you need to change providers.

You have the right to change your support coordinator or plan manager at any time if you feel like the relationship isn't working out, or you're worried they don't have your best interests in mind. You don't need to wait for a plan review to do this. Remember - if you feel at all unsafe or uncomfortable with your provider, tell someone who can help you right away.

You can raise a formal complaint with the NDIS Commission if you're concerned about your provider's conduct. If you're worried about talking to the NDIS by yourself, you can work with an independent advocate or ask someone you know and trust to help – like a friend or a family member. You can also request translation services if English isn't your first language, to make sure you can fully express yourself and understand the conversation.

Related:

• Setting Boundaries: How to Manage Your Relationship with Support Workers
• Navigating the NDIS as a Culturally and Linguistically Diverse (CALD) Participant

You have choice and control over your plan

As an NDIS participant, you have autonomy over how your plan is used (provided this aligns with your current plan's approved supports, budgets and active funding periods).

The NDIS is built to ensure participants retain choice and control when it comes to their plan. Choice and control means you get to decide which providers or support workers you want to work with and the supports you want to purchase, so long as these choices follow your plan as written.

NDSP's commitment to transparency

As plan managers, we're very familiar with the NDIS system. We know it can be confusing at times – plus, with NDIS reform rolling out over the past few years, there are new versions and systems coming into play.

NDSP makes plan management one less thing for you to worry about. Part of that is making sure you understand why particular decisions are made. When we process claims and invoices, we put them through our own internal checks before sending them on to the NDIA portal. That way, we can catch any non-compliance before it becomes a bigger issue – and make sure the invoices sent on are aligned with your NDIS plan and current funding periods. If we don't send an invoice on for any reason, we'll tell you why.

You can also reach out to our team by calling us on 1800 63 63 77 or by sending us a message with the details. Our friendly team can help you quickly, providing answers to your questions in plain language that everyone can understand.

Related: What Participants Say About NDSP's Speed, Support, and Simplicity

If you're looking to change plan management providers for a better fit, why not get in touch with us today and find out more about our transparent, helpful approach.