Kymberly Martin

NDIS recasts pricing, plans

The NDIS has introduced changes to pricing and plans to ensure supports can continue to be delivered to participants during the coronavirus pandemic. These include new support coordination items, a temporary increase to price limits and changes to the cancellation policy.


Three new support coordination items have been introduced to the support catalogue under Core Supports, Assistance with Daily Life. The new item numbers allow funds to be used more flexibly for access to support coordination from either core or capacity building budgets.

The National Disability Insurance Agency (NDIA) has increased price limits by 10 per cent for some critical supports. Participant plans are being automatically extended to ensure continued access to funding.

From March 25, 2020, participants will be required to give 10 business days’ notice (up from two days) for a cancellation if they want to avoid paying the full fee for a cancelled service. Refer to the NDIS Price Guide for more information.  From March 30, participants will be charged 100 per cent of the agreed support price if they cancel a service at short notice (up from 90 per cent).


The NDIS is providing a one-off advance payment for eligible registered providers to assist in the expected temporary increase in costs to deliver supports due to the COVID-19 virus.

Read more here.

Reducing Face to Face Interactions

In line with recent government advice, face to face interactions have been reduced, however all NDIA offices remain open. Current and potential participants can also contact the NDIS by phone, email or webchat. This is considered to be the safest way to deliver new plans and plan reviews.

If participants would like to continue to visit an NDIS office, they can do so. Alternative communication methods are in place to ensure participants are supported during this time:

Call 1800 800 110 and press 5 to speak with a planner, make changes to a plan or if there is a problem getting services due COVID-19.

For questions email: [email protected] or use webchat to talk online.

Plan Review Update:
If a participant has a scheduled plan review, the NDIA will contact them by phone or email to undertake their review and discuss having a plan of up to 24 months. To ensure participant plans don’t end on the day a plan is due to expire, it will be automatically be extended by 365 days.

Participants with plans that expire soon do not need to do anything to have their plans automatically extended by 365 days.

Read more information.

To find the most up-to-date information and frequently asked questions visit:

If you are deaf, or have a speech impairment, speak to Lifeline and Beyond Blue through the National Relay Service (NRS):

  • TTY (teletypewriter) users phone 133 677 ask for Lifeline or Beyond Blue
  • Speak and Listen users phone 1300 555 727 ask for Lifeline or Beyond Blue
  • Internet relay users connect to the NRS by clicking  here then ask for Lifeline or Beyond Blue

Australians can gain access to a new messaging service WhatsApp –  You can also get up-to-date information from the Federal Government’s coronavirus Australia app, available on the App Store and Google Play store.





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