Feedback, Complaints & Compliments

Internal Disputes Resolution

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 Business Services 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.

External Disputes Resolution

If you are dissatisfied with the solution, or do not wish to contact the Director, a complaint can be made to the NDIS Commission by:

Phone: 1800 035 544 (free call from landlines)
TTY 133 677. Interpreters can be arranged.
National Relay Service and ask for 1800 035 544.
Completing a complaint contact form

The NDIS Commission can take complaints from anyone about:

NDIS services or supports that were not provided in a safe and respectful way
NDIS services and supports that were not delivered to an appropriate standard
How a NDIS provider has managed a complaint about services or supports provided to a NDIS participant

Please visit https://www.ndiscommission.gov.au/about/complaints for more information about how complaints are
handled.

Feedback, Complaints & Compliments Form

Download

Testimonial Form

We genuinely love what we do here at Your Plan Manager, so when we hear your kind words it not only brightens our day, it helps us build upon our reputation as a preferred Plan Management company. With family at the heart of our business, we really appreciate your support.

Quality of service is of the utmost importance and is one of our core values here at Your Plan Manager. If you’ve experienced great customer service from one of team members, we’d love to hear from you. Likewise, if you have any constructive feedback or ideas as it gives us the opportunity to grow and learn with a view for continuous improvement.

You can submit your testimonial by completing our Testimonial Form and forwarding it to feedback@ypm.com.au, with the completed form attached.

Testimonials

“It is always a pleasure to work with the dedicated team at Your Plan Manager. Payments are prompt, and their passion for providing high quality support to their clients is evident in every interaction”

Sara Hansen, Practice Manager, Empowered Kids

“Quick response and processing times. Staff are always professional and friendly”.

Yvonne, Hunter Primary Care

“Tanya and her team have always been a pleasure to work with. They take the time to explain the finer details of any question me or my team may have. Their billing and invoicing impress me with the high level of professionalism, accuracy and efficiency. I highly recommend Your Plan Manager to clients using the NDIS”.

Duncan Timms, Director of Champion Mentors

“The plan managers are helpful / knowledgeable in supporting participants and service providers on how to navigate the NDIS. Overall YPM, is a great PM service that I will keep referring people to”.

Caitlin, Able and Rose Pty Ltd

“The staff at YPM are incredible. We have a team of trained and qualified staff who assist us daily. Special mention to Alison – She makes herself available more often than I am sure she needs to and always goes above and beyond, your whole team does. THANKYOU!!”

Alysa, Hunter Valley Supports

“We love working with you, there is great communication, always easy to troubleshoot issues with and just generally reliable. We like being able to access the dashboard to be able to keep track of people’s budgets, you are very quick to onboard a new person. The people we support have never raised any issues in your work”.

Rosie, Aurora Supports

“Your Plan Manager have definitely set the benchmark for professional services in the plan management space. Responsiveness and customer service are A1. The dashboard for providers (particularly COS) is very user friendly. The staff are extremely knowledgeable. Monthly client budget reports emailed to myself as the COS are exemplary – Thank you for making my job much easier.”.

Samantha, Mandatory Care Services

“Professionalism in all communications, Great understanding of NDIS funding & Concerned for Participants needs – Keep up the awesome work YPM”.

Martin, Jeder Institute

“Thanks so much for being on to it, I really appreciate your ongoing support and communication with me, it validates and reassures my anxiety. You’re amazing at what you do “

Hayley, YPM Client

“…the difference between you & my old plan manager is simply night & day…just keep doing what you are doing please & people will continue to send people your way”

Marcus, YPM Client

“Hi, just a quick email to let you know how fantastic Jildou is, i really cant praise her enough, she has always made me feel comfortable and helped out where ever she can, and not once made me feel like I’m being an inconvenience when I don’t understand or can’t remember things, she is such a beautiful person to talk to, I’m so grateful to have her helping me.”

Catherine, YPM Client

“Michele is so helpful and friendly. I really like that she treats me like an adult and gives me advice without making it sound like she is giving me orders. I really appreciate her efforts to keep me updated and informed.”

Cheryl, YPM Client