• Plan Management Service Agreement

    Plan Management Service Agreement

  • Intake Information

  • Your Details

    ISM needs your details and contact information for NDIS verification and ISM record purposes. The information you provide is encrypted and private and will never be shared with any third-party without your consent.

  • Our Plan Management Service Agreement

    ISM’s service agreement is the contract we need to provide you with plan management services and gives us permission to work with you and your NDIS plan.

  • This agreement is made with the Participant and/or the NDIS Nominee and: 

    • Independent Support Management
    • NDIS Provider ID: 4050016766 

  • If you wish to sign up with ISM, carefully read through the following pages. 

    You can call our friendly team on 1800 954 559 or email support@ndism.com.au if you have any questions.
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  • Support Coordinator Details

  • Local Area Coordinator Details

  • Particulars of the Agreement

  • Consent will be withdrawn upon request, or at the time this agreement terminates.

  • Dashboard is where a Participant/Support Coordinator/Psychosocial Recovery Coach can log in and check funding balances, review invoices and access documents in real time.

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  • Please note: Ongoing Agreements help ISM ensure an uninterrupted service experience and can be cancelled anytime. Ongoing Agreements do not have any end date, and your services with ISM will be automatically renewed for each consecutive NDIS plan funded with plan-managed budgets.
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  • Plan Management – Financial Administration

  • The participant/nominee agrees to pay ISM the maximum price outlined in the most recent NDIS Price Guide for line items 14_034_0127_8_3 (financial administration monthly fee); and 14_033_0127_8_3 (one-time per-plan establishment fee).

    In your NDIS plan, you will locate your plan management funding under “Improved Life Choices”.

    This will be paid via the NDIS.

  • The participant/nominee agrees to pay ISM the maximum price outlined in the most recent NDIS Price Guide for line items 14_034_0127_8_3 (financial administration monthly fee).

    In your NDIS plan, you will locate your plan management funding under “Improved Life Choices”.

    This will be paid via the NDIS.

  • ISM's Online Product Procurement Service – Not Included in Standard Plan Management

    Need help purchasing a product from an online store to support your goals?

    ISM can help you find and purchase disability-related items or low-cost, low-risk Assistive Technology from popular online retailers like eBay or Amazon. This service is designed to assist you in reaching your NDIS goals by making the procurement process easy, compliant, and stress-free.

    What this service can include:

    • Recommending products that are disability-related and aligned with your NDIS goals
    • Coordinating the online purchase using payment methods like VISA, BPAY or bank transfer
    • Organising delivery directly to your home or preferred address
    • Ensuring the product meets NDIS guidelines for funding under the right budget

    How to know if a product is claimable:

    Ask yourself:

    • Is this product related to my disability or support needs?
    • Will it help me work toward a goal listed in my NDIS plan?

    If you answered yes, it’s likely we can assist you in purchasing it through your plan.

    Billing Information:

    • This is an optional service. You will only be charged if you choose to use it.
    • Support is billed in 15-minute increments, at the standard hourly rate.
    • Claims will be made under one of the NDIS Capacity Building line items (e.g., 01_134_0117_8_1, 07_001_0106_8_3, 09_009_0117_6_3, or 15_037_0117_1_3), based on the nature of support and your plan setup.
    • All claims will be clearly listed in your monthly statement.


    Let us know if you’d like help finding or ordering a product—and we’ll guide you through it step-by-step.

  • Bank Details for Reimbursements - Not Required

    If you anticipate the need to be reimbursed for purchases, please enter in your bank details below.

  • Service Agreement

    The Parties or their Nominee agree:

    That ISM will make all relevant service bookings using the Provider Portal in accordance with a suitable and approved NDIS plan and the service agreement.

    Plan Management – Financial Administration

    Plan Management – Financial Administration funding applies to registered providers who undertake financial administration of a plan on behalf of a participant. Plan Management – Financial Administration funding includes a setup fee to establish the payment arrangements with providers and a monthly processing fee. This support assists a participant by:

    • Giving increased control over plan implementation and utilisation with plan financial assistance.
    • Managing and monitoring budgets over the course of the plan.
    • Managing NDIS claims and paying providers for delivered services.
    • Maintaining records and producing regular statements showing the financial position of the plan.
    • Providing access to a wider range of service providers, including non-registered providers whilst remaining in line with the pricing arrangements and pricing limits guide.
    • ISM Plan Management – Financial Administration will typically possess bookkeeping/accounting skills and have systems in place for efficiently processing payments on behalf of the participant.

    Communication Conduct and Recordkeeping

    The participant/participants nominated representative agree:

    • To treat one another with courtesy and respect.
    • To engage in open and honest communications.
    • Identify and resolve any concerns in a timely manner.
    • Ensure mutual understanding of how supports wish to be delivered to meet needs.
    • To consult on decisions about how supports are provided.
    • That all supports will only be provided in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law.
    • That all records will be handled in accordance with relevant privacy legislation e.g., Privacy Act 1988 (Cth).
    • ISM is to explain the service agreement and applicable policies to the participant/participant nominated representative.

     

    Late, No Show, and Cancellation of Appointments (if applicable)

     The participant/participants nominated representative agree:

    • If the participant arrives within 15 minutes of the appointment time they will be seen, and the
      appointment time reduced accordingly
    • If the participant arrives 15 minutes after the scheduled appointment time, the ISM team member will discern an appropriate action and has the right to reschedule if the team member has a legitimate reason to do so; otherwise, the participant can still be seen for the remainder of the scheduled appointment time. The participant will only be charged for the provision of services provided or may be charged a non-attendance fee (90% of a normal hourly cost) at the team members’ discretion 
    • If the participant / participants nominated representative does not arrive at a scheduled appointment, a $90%/ hour attendance fee will be charged
    • Independent Support Management reserves the right to charge a $(90%)/hour if cancellation occurs within 24 hours of the scheduled appointment.

    Pricing, Payments and Goods and Service Tax

     The participant / participants nominated representative agree:

     

    • That ISM will seek payment for services provided at the conclusion of a service event.
    • That ISM will issue an invoice to either the Participant / Participants Nominated Representative / NDIA / Plan Manager to claim payment.
    • All invoices must be issued in accordance with the National Disability Insurance Scheme Pricing Arrangements and Pricing Limits Guide for Queensland and where applicable include Goods and Service Tax.
    • Where ISM must travel to deliver a support, travel labour and non-labour costs will be charged as per the National Disability Insurance Scheme Pricing Arrangements and Pricing Limits guide.

     

    Review, Changes or Ending of the Service Agreement

     The participant / participants nominated representative agree:

     

    • Review the provision of supports at each new plan period, or earlier as required, with the participant / participants nominated representative.
    • Once agreed, provide supports that meet the participants needs at the participants preferred times.
    • To provide ISM / participant / participants nominated representative with a minimum of 28 days written notice if the service agreement is to be ceased earlier than agreed.
    • To communicate with ISM if the participants plan is renewed, suspended or the participant becomes ineligible for the scheme.

     

    Other Conditions When Service May be Suspended or Ceased:

     The participant / participants nominated representative agree:

     

    • If either party breaches any of the above agreements or terms of the service agreement.
    • If the participant exhausts funding from any NDIS funding category may impact ISM's ability to conduct regular service.


    Emergency and Disaster Management

    • Independent Support Management has obligations to ensure the health, well-being, and safety of the NDIS participants they support during COVID-19, or future emergencies or disasters.
    • ISM has a disaster management plan in place to prepare, prevent, manage, and respond to emergency and disaster situations.
    • A copy of the disaster management plan can be provided upon request.

     

    Disputes and Feedback

    The participant / participants nominated representative agree:

    • To provide ISM with an opportunity to address any disputes and/or feedback in the first instance.
    • All disputes and feedback are to be provided in writing to ISM’s Director via
      mandy@ndism.com.au
    • In the event the parties are unable to resolve a dispute or unhappy with the resolution, the participant / participants nominated representative are free to contact the National Disability Insurance Agency on telephone 1800 800 110, via their website ndis.gov.au or by visiting one of their offices.
    • Alternatively, the following form can you used and submitted to them directly:

    Complaint form (DOCX 1.4MB)

    Complaint form (PDF 576KB)

    • To fill in the form, click or place the cursor in the grey fields after each heading and start typing. Then, move from one field to the next using your mouse or tab key. Below are the headings in the form; you can copy these into your document if you prefer.

    When you have filled out the complaints form:

    Email your form to: feedback@ndis.gov.au

    Post your document to National Disability Insurance Agency, GPO Box 700, Canberra ACT 2601

    Drop your form off at any National Disability Insurance Scheme office

    A complaint can be made to the NDIS Commission by:

    Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.

    National Relay Service and ask for 1800 035 544.

    Completing a complaint contact form. 

    Privacy & Confidentiality Information 

    Terms & Conditions 

     
     
     

  • Service Agreement

    The Parties or their Nominee agree:

    That ISM will make all relevant service bookings using the Provider Portal in accordance with a suitable and approved NDIS plan and the service agreement.

    Plan Management – Financial Administration

    Plan Management funding allows registered providers like ISM to manage the financial administration of a participant’s NDIS plan.

    This includes:

    • Setting up payment systems with providers.

    • Processing claims and payments each month on the participant’s behalf, covered by a monthly fee.

    By choosing ISM for Plan Management, participants gain:

    • Support with managing and monitoring budgets throughout your plan period.
    • Submission of NDIS claims and timely payment to providers for delivered supports.
    • Monthly financial statements and real-time access to your plan budget through our online tools.
    • Access to both registered and unregistered providers, in accordance with the NDIS Pricing Arrangements and Limits.
    • Compliance-focused bookkeeping and records management, ensuring full audit-readiness.

    Note: Any support beyond financial processing—including interpreting pricing rules, setting terms in service agreements, or advising on provider arrangements—is not included under standard Plan Management and may be available through our optional Plan Navigator service.

    Communication Conduct and Recordkeeping

    The participant/participants nominated representative agree:

    • To treat one another with courtesy and respect.
    • To engage in open and honest communications.
    • Identify and resolve any concerns in a timely manner.
    • Ensure mutual understanding of how supports wish to be delivered to meet needs.
    • To consult on decisions about how supports are provided.
    • That all supports will only be provided in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law.
    • That all records will be handled in accordance with relevant privacy legislation e.g., Privacy Act 1988 (Cth).
    • ISM is to explain the service agreement and applicable policies to the participant/participant nominated representative. 

    Late, No Show, and Cancellation of Appointments (if applicable)

    The participant/participants nominated representative agree:

    • If the participant arrives within 15 minutes of the appointment time they will be seen, and the appointment time reduced accordingly
    • If the participant arrives 15 minutes after the scheduled appointment time, the ISM team member will discern an appropriate action and has the right to reschedule if the team member has a legitimate reason to do so; otherwise, the participant can still be seen for the remainder of the scheduled appointment time. The participant will only be charged for the provision of services provided or may be charged a non-attendance fee (100% of a normal hourly cost) at the team members’ discretion 
    • If the participant / participants nominated representative does not arrive at a scheduled appointment, a $(100%)/hour attendance fee will be charged
    • Independent Support Management reserves the right to charge a $(100%)/hour if cancellation occurs within 24 hours of the scheduled appointment.

    Pricing, Payments and Goods and Service Tax

     The participant / participants nominated representative agree:

    •  That ISM will seek payment for services provided at the conclusion of a service event.
    • That ISM will issue an invoice to either the Participant / Participants Nominated Representative / NDIA / Plan Manager to claim payment.
    • All invoices must be issued in accordance with the National Disability Insurance Scheme Pricing Arrangements and Pricing Limits Guide for Queensland and where applicable include Goods and Service Tax.
    • Where ISM must travel to deliver a support, travel labour and non-labour costs will be charged as per the National Disability Insurance Scheme Pricing Arrangements and Pricing Limits guide.

    Review, Changes or Ending of the Service Agreement

     The participant / participants nominated representative agree:

    • Review the provision of supports at each new plan period, or earlier as required, with the participant / participants nominated representative.
    • Once agreed, provide supports that meet the participants needs at the participants preferred times.
    • To provide ISM / participant / participants nominated representative with a minimum of 28 days written notice if the service agreement is to be ceased earlier than agreed.
    • To communicate with ISM if the participants plan is renewed, suspended or the participant becomes ineligible for the scheme.

    Other Conditions When Service May be Suspended or Ceased:

     The participant / participants nominated representative agree:

    • If either party breaches any of the above agreements or terms of the service agreement.
    • If the participant exhausts funding from any NDIS funding category may impact ISM's ability to conduct regular service.

    Emergency and Disaster Management

    • Independent Support Management has obligations to ensure the health, well-being, and safety of the NDIS participants they support during COVID-19, or future emergencies or disasters.
    • ISM has a disaster management plan in place to prepare, prevent, manage, and respond to emergency and disaster situations.
    • A copy of the disaster management plan can be provided upon request.

    Disputes and Feedback

    The participant / participants nominated representative agree:

    • To provide ISM with an opportunity to address any disputes and/or feedback in the first instance.
    • All disputes and feedback are to be provided in writing to ISM’s Director via
      mandy@ndism.com.au
    • In the event the parties are unable to resolve a dispute or unhappy with the resolution, the participant / participants nominated representative are free to contact the National Disability Insurance Agency on telephone 1800 800 110, via their website ndis.gov.au or by visiting one of their offices.
    • Alternatively, the following form can you used and submitted to them directly:

    Complaint form (DOCX 1.4MB)

    Complaint form (PDF 576KB)

    • To fill in the form, click or place the cursor in the grey fields after each heading and start typing. Then, move from one field to the next using your mouse or tab key. Below are the headings in the form; you can copy these into your document if you prefer.

    When you have filled out the complaints form:

    Email your form to: feedback@ndis.gov.au

    Post your document to National Disability Insurance Agency, GPO Box 700, Canberra ACT 2601

    Drop your form off at any National Disability Insurance Scheme office

    A complaint can be made to the NDIS Commission by:

    Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.

    National Relay Service and ask for 1800 035 544.

    Completing a complaint contact form. 

    Privacy & Confidentiality Information 

    Terms & Conditions 

     
     
     

  • PACE Endorsement - If Applicable

    If your NDIS plan is on the new PACE system, you must endorse us, ISM, as your plan manager. This means you must tell the NDIA who will manage your plan. Don’t worry, it’s easy! Here’s a simple guide to help you endorse us as your plan manager. https://ndism.com.au/how-to-endorse-a-plan-manager/


  • This Agreement outlines the terms and conditions under which Independent Support Management provides plan management services to the Participant (or their Representative). By signing this Agreement, the Participant acknowledges and agrees to the following terms:

    • Waiver of Liability:
      The Participant acknowledges that Independent Support Management shall not be held liable for any claims, debts, or liabilities arising from the provision of plan management services. By entering into this Agreement, the Participant fully waives any and all claims against Independent Support Management for any outcomes related to the management of their NDIS plan, including but not limited to processed invoices and any disputes that may arise therefrom.
    • Shared Responsibility:
      The Participant understands that the NDIS framework emphasises a shared responsibility among participants, providers, and the NDIA to ensure that funds are used appropriately for "reasonable and necessary" supports related to the Participant's disability. The Participant acknowledges their role in ensuring that their NDIS plan and associated expenses comply with NDIS guidelines.
    • Provider Obligations:
      While Independent Support Management strives to adhere to all applicable NDIS guidelines and regulations in providing plan management services, the Participant understands that it remains their responsibility to ensure that all supports billed to their plan align with the plan's stated goals and comply with the relevant pricing limits and rules.
    • Transparency in Services:
      This Agreement provides a clear outline of the services Independent Support Management offers, the billing procedures, and the process for addressing any concerns or disputes. The Participant is encouraged to communicate openly with Independent Support Management regarding any questions or issues related to their plan management services or invoicing.
    • Legal Advice:
      This Agreement is intended for informational purposes only. The Participant is strongly encouraged to seek independent legal advice regarding their rights and obligations under the NDIS framework and the implications of this waiver.
     
     
     
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