I’ve run into an issue with my NDIS plan manager, and I’m hoping someone might have some advice. I’ve had my NDIS plan for about a year, and everything was going well until my plan manager decided to disappear. They’re not answering any of my emails or calls and it’s been going on for months.
What’s making things worse is that two companies who were supposed to provide support services (one for therapy, the other for social work) have also said they can’t get through to them. Now, I’m completely stuck and not sure what my next move should be.
I’m planning to switch to a new plan manager, but how do I cancel with a company that’s not responding to any of my attempts at communication? Can I just start working with a new provider and cut ties with the old one? I also feel like I need to report this somehow because it’s beyond unprofessional.
I've got a plan review coming up soon anyway because I recently got diagnosed with something new that needs to be added to my NDIS plan, so I’ll be talking to the NDIS office about that. Would it be worth bringing this up during my review, or is there somewhere else I should be reporting them to?
That sucks! You can absolutely switch to a new plan manager, even if the current one isn’t responding. Just send them an email stating that you’re ending the agreement (and keep a copy for yourself), then move on. No need to wait for a response from them. And yes, report them to the NDIS Quality and Safeguards Commission, they shouldn’t be allowed to get away with this kind of behavior.
You don’t need them to reply to terminate the agreement. Just send the email saying you’re ending services and move on to the new company. The NDIS Commission will take complaints about providers seriously, so definitely consider reporting them if this has been dragging on for a while. Good luck with your plan review!
Im having a similar problem with my sons plan manager she is either not responding to my emails and uncontactable by phone. My son has been with the same plan management people for a number of years he did have a great plan manager bit he left the company for some unknown reason . The person who has taken over is not doing her job up to the the standard my husband have come to expect from these people.
As my son is not able to make his own decisions we are his plan nominees and recently his new manager had made an appointment with my sons house manger for the group home he lives in and she seems to want to exclude us from the meeting. First we were told by the carers in the house the meeting would be held on a particular date and time, she didnot turn up on that date then i found out secondhand that she made new apppintment when we advised we would not be available on that date and time she said that was the only date she had available that week so we would have to make a separate appointment at another time which is unacceptable to my husband and myself. So after this I am planning on self funding my son’s plan. Im not sure if that is option for you but if it is you could also go that way
Hi Beth, I’m really sorry to hear about the challenges you’re having with your son’s plan manager and being excluded from meetings. It’s really disappointing when basic communication can’t be achieved. As his nominees, you absolutely should be involved in all discussions — it’s unacceptable for a plan manager to exclude you or dismiss your availability.
I’ve found a few resources that might help or at least point you in the right direction moving forward:
If you’re considering self-managing, this NDIS guide is a great place to start: NDIS Self-Management Guide
Or you can call the NDIS Commission directly on 1800 035 544.
It’s so important for families to feel respected and heard, especially when advocating for your son and his decisions. This community is a great place to seek help or advice, so don’t hesitate to reach out if you need anything. Wishing you all the best moving forward!
