Frequently Asked Questions

Have questions about the NDIS, your plan or funding? Our FAQs may hold the answers you’re looking for.

How the NDIS works

The NDIS stands for the National Disability Insurance Scheme. It is an Australian government initiative designed to provide support and funding to people with permanent and significant disabilities to help them live an ordinary life and achieve their goals. The NDIS provides funding to eligible people with disability to gain more time with family and friends, greater independence, access to new skills, jobs, or volunteering in their community, and an improved quality of life. The NDIS also connects anyone with disability to services in their community.

To be eligible, you’ll need to meet some basic criteria relating to your age, Australian Residency status and the nature of your disability.

To be eligible for the NDIS you must meet the following criteria:

  • Australian Citizen OR Permanent Resident OR Protected Special Category Visa holder
  • Currently reside in Australia
  • Aged between 9 and 65 years
  • Under 9 years can receive alternative support funded by the NDIS 
  • Disability caused by a permanent impairment.
  • Require disability-specific supports to complete daily life activities.
  • Do you need some support now to reduce your future need for support?
  • Do you need some support now for your family to build their skills to help you?

To apply for the NDIS, you need to complete an Access Request Form available on the NDIS website or call 1800 800 110. They will assess your eligibility and, if eligible, assist you in creating a NDIS plan. Alternatively, you can call AIIM Choices. We can assist you with all aspects of the application process. Please talk to one of our friendly team members on 1800 878 978.

The NDIS covers a wide range of supports and services tailored to the individual’s needs, such as assistive technology, personal care, therapy services, community access, and support with daily living activities. For more information you can visit the NDIS website.

To prepare for the NDIS, gather relevant documents regarding information about your disability, and think about your goals and needs. Be ready to discuss how your disability impacts your daily life and what supports you may require. Check the NDIS website regarding how to apply and the criteria which is used to assess your eligibility

Yes, you can change your NDIS plan if your situations changes compared with your original plan. The NDIS calls this a “plan review”. A change in your plan is mostly about gaining better alignment of your funding with your evolving needs and goals. AIIM Choices can assist you to request and be prepared for a Plan Review. You can find out more on our Plan Review Support page or talk to one of our friendly team members on 1800 878 978.

You can keep track of your NDIS funds by regularly checking your plan and budget in the NDIS participant portal or by contacting your Plan Manager. AIIM Choices Plan-Managed participants also have access to Careview Advantage, an app designed to keep track of your plan, payments and invoices on iPhone and Android devices. Also, AIIM Choices also sends out a monthly statement that details invoices that have been paid and the balance amount left in your NDIS plan.

Plan Management

Our prime focus is the participant, assisting them to maximise the benefits that their plan is designed to achieve. We view ourselves as part of a team comprising the participant and their family, and AIIM Choices. We believe in all working together in the best interests of the participant.

AIIM Choices provides wrap-around support – meaning that the participant is the primary focus and all services provided by the AIIM Choices Plan Management team are highly personalised. It’s about us fitting our services around your needs. You can chat to your Plan Manager or a member of our friendly team on 1800 878 978 to discuss how we can support you to reach your goals.

We respond to emails daily with the turnaround for a participant Service Agreements to them for signing on the day we are contacted. With prompt telephone responses, we do our utmost to assist participants.

All participants are allocated to a specific plan manager. They have direct dial access to their plan manager to answer any questions and provide advice.

Also, there is a live chat function available on our website that links you to a Plan manager team member for more general enquiries.

Talk to us, we love you to ring in on 1800 878 978. You will be connected to a person to discuss your questions, not a redirection option 1, 2 or 3 depending on what you need.

AIIM Choices’ Plan Management service is designed to be flexible and tailored to each individual’s specific needs and preferences. We are about making sure that we wrap our NDIS expertise around your needs. We take pride in ensuring we respect you as a unique individual,  and our role is to get the best outcome for you, from your perspective. We encourage you to speak with your Plan Manager or call our friendly team members on 1800 878 978 to further discuss how we can support your individual needs. We listen, we care.

At AIIM Choices we do more than just process NDIS invoices.

  • We provide free advice and answer any NDIS queries to ensure the participant maximises the care plan.
  • We also offer application assistance for those who are new to the NDIS and are seeking NDIS funding,
  • We know participant’s situation changes. We provide plan review support for NDIS participants who want to access more support than their current plan offers 
  • Also if your child is under 9 years, we can help with funding through Early Childhood Early Intervention.

Yes, we are able to provide current balances and transaction listing when requested. 

We know that when you are tracking every dollar in your plan its important to know where every invoice is up to regarding payment that has been submitted. Talk to us. We are happy to look at the details to make sure you can get the most from your plan.  We also email monthly transactions statements as requested.

There are multiple options to choose from to find out details of your plan:

There is no cost to you. The NDIS adds additional funding to your plan to fund Plan Management services. Our fee is the standard NDIS fee. So it makes sense to use a plan manager so you don’t have to do the administrate bookkeeping work associated with your NDIS plan

  • Plan Management, you’re in control of services, and there is separate service call a plan manager to access your funding to pay bills funded through your NDIS plan
  • Self-Manage, you’re in control of your services, but you have to claim monies from the NDIS to pay your NDIS bills
  • Agency Managed, you delegate the control of your services to an agency (NDIA) and they organise and pay for NDIS bills, but you are limited to only NDIS approved services and contractors

For more information please contact the NDIS or

Plan Management allows a third-party provider like AIIM Choices to manage your NDIS funds and handle payments. Self-Managed means you manage your funds yourself, while Agency-Managed means the NDIA directly manages funding and payments.

Yes – you can opt-out of Plan Management services at any time and become either self-managed or move to agency managed. You can stop using AIIM Choices at any time, we are ready to help with any changes. A 14 day notice period is required.

  • There is no cost to you
  • The NDIS adds additional funding to you plan to fund Plan Management services
  • Our fee is the standard NDIS fee

AIIM Choices approach is about you having your own accounting service to take care of paying the bills for services funded from your NDIS plan. The steps are:-

  • The participant engages a provider for a service and sets up service agreement. This agreement is sent through to AIIM Choices email
  • The participant receives a service from the provider and gets invoiced for the activity
  • If they are happy with the invoice, the participant sends the invoice to AIIM Choices email
  • AIIM Choices claims the monies from the NDIS, then pays the invoice for you.
  • All services must be within the scope of your NDIS plan.

AIIM Choices Plan Management is a service where we manage your NDIS funds, process payments, and provide financial reporting to give you more flexibility and control over your support.

Support coordination

It is recognized that sometimes its difficult to organize and control your support services. Support Coordination is an NDIS-funded service that assists participants in navigating and implementing their NDIS plans. It helps them find and connect with suitable service providers, access necessary supports, and achieve their goals.

Support Coordination provides valuable assistance in understanding and utilising NDIS plans effectively, accessing appropriate services, building skills, and increasing independence, ensuring participants get the most out of their NDIS funding.

During the planning meeting with your NDIS planner, an assessment is made regarding what level of support you need to activate your plan and get the benefits associated with your funding.  Participants with Support Coordination funding in their NDIS plan are eligible for this service. The NDIA determines the level of support coordination based on the individual’s needs and circumstances.

To access Support Coordination, discuss your needs with your NDIS planner during the planning meeting. If they assess that you require Support Coordination, it will be included in your NDIS plan. AIIM Choices also supports you to apply for the NDIS as well as a plan review for current participants, which may support you to receive Support Coordination as part of your plan.

Service Provider

Service providers aren’t required to go through the NDIS registration process, but doing so can allow you to work with a broader range of participants.

If you’re not NDIS registered, you’ll only be able to work with NDIS participants who plan manage or self manage their funding. Unfortunately you cannot provide services to participants with funds managed by the NDIA. If you are NDIS registered, you can work with all NDIS participants, regardless of how they choose to manage their funding.

NDIS registration also depends on the type of support you will be offering, as some providers are required to be registered to provide specific supports such as specialised behaviour supports, restrictive practices, specialist disability accommodation and plan management.

  1. Core Supports – supports for everyday activities
  2. Capacity Building Supports – supports to help participants build their skills and increase their independence.
  3. Capital Supports – supports such as assistive technology, vehicle modifications, home modifications and Specialist Disability Accommodation.

The NDIS Quality and Safeguard Commission is an independent agency that oversees the quality and safety of NDIS services, handling complaints and determining and promoting best practices for service providers. Part of its role is to make sure participants have an organsation that is focused on their welfare and achieving the best outcomes from their funding.

As an NDIS service provider, you must deliver high-quality services, comply with NDIS Practice Standards, meet the NDIS Code of Conduct, maintain accurate records, and follow guidelines set by the NDIS Quality and Safeguard Commission.

In short form, your obligation is to do the right thing by the participant so that they can live their best life.

The price for services provided to NDIS participants is determined by the NDIS Price Guide and Support Catalogue, which outlines the maximum amounts that can be charged for different services. You may charge more than the NDIS maximum price, but the participant is not funded by the NDIS for the difference.

Most Plan Manager pay all approved invoices in 3 to 5 days. At times this may be longer when the invoice does not comply with NDIS rules or the information is not clear about the services delivered by the provider. Also, on some occasions, the participant takes extra time to approve specific invoices.

A service agreement is a formal written contract between the participant and the service provider, outlining the services to be delivered, costs, cancellations, terms and conditions. They also provide clarity to both parties about what has been agreed to, when and if things change.

A service agreement is about having a written record of what has been agreed to, between a service provider and a participant.  No, it is not mandatory for a copy to be submitted to the NDIS or the Plan Manager.  However, at AIIM Choices we value having a copy of any signed service agreements as it gives us the opportunity to reference any invoices against the document to help speed up the approval process.

Support Coordinator

At AIIM Choices we provide an online app to allow a Support Coordinator to view the current balance of their participant we plan manage. To do this, we must get written approval from the participant to share this information with their support coordinator.

Also, we consider the Support Coordinator is an integral role in supporting any AIIM Choices participant.  We also offer free advice regarding the NDIS Guidelines and what can be potentially funded within the participant’s plan.  When required, we are happy to spend time with Support Coordinators to brainstorm solutions that may assist their participants achieve their NDIS goals.

Just as we spend time with a participant to introduce our plan management service, we also spend time with Support Coordinators to introduce how we support them with their participants. This includes training them on how to use the online CareView app to view the status of a participant’s funding. Our goal is to make the Support Coordinators role as easy as possible.

Can’t find answers to your queries?

Write to us and we will get back to you