Frequently Asked Questions

General

What are your business hours?

Our team is available Monday to Friday, 9:00am to 5.00pm AEST. We are available via phone, email and webchat during these times.

What NDIS services do you provide?

We offer Plan Management services.

Where are you located?

We are located in Northern NSW and offer service Australia-wide.

What does an NDIS Plan Manager do?

A Plan Manager helps NDIS participants handle funding, pay providers, and manage financial aspects of their NDIS plans. They ensure compliance and provide financial statements for transparency.

What does an NDIS Support Coordinator do?

An NDIS Support Coordinator helps participants navigate the National Disability Insurance Scheme (NDIS) and maximise the benefits of their NDIS plans.

How do I know if a support will fit my NDIS plan?

The NDIS Price guide is an excellent tool to give you an idea of some of the supports you can claim within your funding. We recommend you refer to the price guide for advice on what is reasonable to charge for a service. And if you need more help you can ask our friendly team. We love to help!

I have feedback or a complaint - how do I provide this?

Feedback, complaints, and comments provided to Your Plan Manager are taken seriously. Your Plan Manager sees all feedback as an opportunity to grow, improve, and ultimately provide you with better service.

If you want to contact us, please use one of the following methods:

1. Complete our online Feedback & Complaints Form

2. Call: 1800 968 775 and ask to provide feedback or a complaint to the General Manager
3. Send an email to: feedback@ypm.com.au
4. Visit us at: 9A, 24 Corporation Circuit, Tweed Heads South, NSW 2486
5. Mail to: PO Box 6323 Tweed Heads South, NSW 2486

In some cases, we might need to get more information. However, we will always get back to you within 48 hours. Rest assured, all complaints are kept private and confidential.

Working with Service Providers

I have found an NDIS provider, what do I do?

Make contact with the service provider, establish a Service Agreement between you and the provider, schedule services, track the services and ensure they meet your needs and NDIS goals.

When will a provider get paid?

We make payments every day, and as soon as we receive advice from the NDIS we pay without delay. This is usually within 5-7 business days. Occasionally this is longer, if the NDIS has delays outside our control.

How often will I receive budget reports?

Budget Reports are sent out monthly via email or post. Participants can also login to their personal dashboard anytime to view invoices, balances and more.

How do I know if a service or item is funded by the NDIS?

To check if a service is funded by the NDIS.

Review Your Plan: Ensure the service aligns with your goals and funding categories.
Check the NDIS Price Guide: Confirm the service is listed and eligible.

Reimbursements

What is your process for participant reimbursements?

Our reimbursement process is similar to our invoice process.
We require:

The invoice and receipt of purchase;
Bank account details for the reimbursement

PACE Participants

What is PACE?

PACE is a new provider & participant portal. PACE is being designed to be a more user-friendly platform.

How will I know if I've transitioned to the new PACE system?

We recommend discussing this with your NDIS Planner.

How do I allocate a Plan Manager?

If your NDIS plan is reviewed and transitioned to the new PACE system, the NDIS planner will confirm your preference to stay with your current plan manager. If you’re new to the NDIS scheme, you will be asked about selecting a plan manager during your planning meeting. To allocate Your Plan Manager, use our ABN 68 603 270 613 and sign up through our website.