Skip to content
Having a support coordinator and a plan manager can make managing an NDIS plan much easier.
But what happens when they do not agree?
Maybe your support coordinator says a support could be useful, but your plan manager says the invoice cannot be paid.
Or perhaps your support coordinator recommends a provider, while your plan manager raises questions about the cost or whether the support fits within your plan.
These situations can be confusing, especially when you are not sure who is right.
The good news is that disagreements can often be solved with a simple conversation.
First, Understand Their Different Roles
Before worrying about who is right or wrong, it helps to understand what each person does.
What Does a Support Coordinator Do?
A support coordinator helps you understand your NDIS plan and connect with the services and providers that may suit your needs.
They can help you:
- Find suitable providers
- Understand your supports
- Connect with community services
- Work towards your NDIS goals
- Build confidence in managing your supports
- Prepare for changes to your plan
Their main focus is helping you make the most of your supports.
What Does a Plan Manager Do?
A plan manager mainly looks after the financial side of your NDIS plan.
They can help with:
- Processing provider invoices
- Paying providers
- Keeping track of your funding
- Checking claims
- Keeping financial records
- Providing information about your plan spending
Their job is to make sure claims and payments follow the rules of your NDIS plan.
This is why your plan manager may sometimes say no to a payment that your support coordinator believes would be useful.
It does not always mean that one of them is wrong.
They may simply be looking at the situation from different sides.
Why Do These Disagreements Happen?
There are several reasons a support coordinator and plan manager may disagree.
The Support May Not Be Clearly Covered
Sometimes it is not clear whether a particular service or item can be paid for using NDIS funding.
Your support coordinator may believe it would help you, while your plan manager may need more information before processing the claim.
The Cost May Be a Concern
A support may be suitable, but the price being charged could raise questions.
Your plan manager may need to check whether the claim follows the relevant NDIS pricing and funding rules.
Your Plan May Have Changed
Your current plan may not be the same as your previous one.
A support that was available under an earlier plan may not automatically be funded in the same way under your current plan.
Everyone May Have Different Information
Sometimes the problem is simply communication.
Your support coordinator may have information that your plan manager does not have, or your provider may not have explained the service clearly.
A quick conversation can sometimes solve the entire problem.
What Should You Do?
The first thing to remember is:
You do not have to choose sides.
It is your NDIS plan, and you should be given clear information so you can make informed decisions.
1. Ask What the Problem Is
Instead of asking, “Who is right?”, ask:
“Can you please explain why this support cannot be paid from my plan?”
Ask your plan manager to explain the reason clearly.
Then ask your support coordinator why they recommended the support.
You may find that both people have reasonable reasons for what they are saying.
2. Ask Them to Speak to Each Other
If you give permission, your support coordinator and plan manager can communicate directly.
This can be much easier than passing messages between two people yourself.
Ask them to discuss:
- What the support is
- Why you need it
- Which part of your plan it relates to
- What the concern is
- Whether there is another suitable option
The goal should be to find a solution that works for you.
3. Look at Your NDIS Plan
Your NDIS plan is one of the most important documents when there is a disagreement.
Look at the funding categories and supports included in your plan.
If you are unsure what something means, ask your plan manager or support coordinator to explain it in simple language.
Do not be afraid to ask questions.
4. Keep Everything in Writing
If there is an ongoing disagreement, ask both parties to explain their position in writing.
This can make things much clearer.
For example, you can ask:
“Could you please explain why this support cannot be claimed and which part of my plan this relates to?”
Having the answer in writing can also help if you need to ask someone else for advice later.
What If They Still Cannot Agree?
Sometimes a disagreement cannot be solved between the support coordinator and plan manager.
If this happens, you can ask for help.
Depending on your situation, you may be able to speak with your LAC, NDIA representative or an independent disability advocate.
You should not feel that you have to handle a complicated NDIS issue by yourself.
Remember: You Are Still in Control
One of the most important things to remember is that your support coordinator and plan manager are there to support you.
They should not be making decisions for you simply because they disagree with each other.
You should be able to ask questions, understand your options and make decisions about your supports.
If you feel that a provider is not listening to you, communicating poorly or not acting in your best interests, you can consider whether they are still the right provider for you.
A Simple Way to Handle Disagreements
If you ever find yourself stuck between your support coordinator and plan manager, remember these five steps:
Ask → Understand → Check → Communicate → Decide
Ask what the disagreement is about.
Understand why each person has a different view.
Check what your NDIS plan says.
Communicate and give both sides a chance to discuss the issue.
Decide what works best for you based on the information you have.
Final Thoughts
Disagreements between an NDIS support coordinator and plan manager can feel stressful, but they do not always mean something has gone wrong.
Both professionals have different responsibilities, so they may sometimes have different views about a support or payment.
The most important thing is to make sure you understand what is happening.
Ask questions. Get clear answers. Keep important conversations in writing and do not be afraid to ask for help when you need it.
Your NDIS plan is about your goals, your needs and your choices.
Need Help With NDIS Plan Management?
My Plan Well helps NDIS participants and providers manage the financial side of plan-managed NDIS funding.
If you want reliable support with invoices, payments and NDIS plan management, get in touch with the My Plan Well team today.
