Service Agreement

PlanWise provides NDIS Plan Management services to help you manage the financial and administrative aspects of your NDIS funding. Our services include:

• Receiving and processing invoices from your providers
• Verifying invoices against NDIS pricing guidelines and your plan
• Making payments to your providers on a timely basis
• Tracking your spending against your approved budget categories
• Providing you with regular reports and financial summaries
• Managing your budget allocation and fund planning
• Offering dedicated support and plan management advice
• Assisting with administrative queries and documentation

To ensure we can provide you with the best service, we ask that you:

• Provide complete and accurate information about your NDIS plan
• Inform us promptly of any changes to your plan, providers, or contact details
• Ensure your providers submit invoices with accurate information
• Respond to our requests for information in a timely manner
• Review your financial reports and notify us of any discrepancies
• Maintain communication with us regarding your plan and support needs
• Provide timely authorisation for invoice payments

Invoice Processing Timeline:

• We aim to process invoices within 1-2 business days of receipt
• Payments are typically made within 24-48 hours of invoice approval
• We may request clarification or documentation before payment
• All invoices are checked against NDIS pricing guidelines

Payment Methods: We will arrange payments through secure bank transfers or alternative methods as agreed upon with your provider.

We commit to:

• Maintaining accurate records of all invoices and payments
• Tracking spending against your approved budget categories
• Alerting you when spending approaches budget limits
• Providing regular budget reports and financial summaries
• Assisting with budget planning to maximise outcomes for you
• Ensuring all payments comply with NDIS funding rules and your plan

We take your privacy seriously and are committed to:

• Keeping all your personal and financial information confidential
• Only using your information for the purpose of providing plan management services
• Complying with Australian Privacy Principles
• Protecting your information with secure systems and practices
• Not sharing your information with third parties without your consent (except as required by law)
• Providing you with access to your own information upon request

As a registered NDIS provider, we are committed to:

• Complying with all NDIS legislation and guidelines
• Adhering to the NDIS Code of Conduct
• Following NDIS pricing guidelines and payment requirements
• Maintaining appropriate records and documentation
• Reporting accurately to the NDIS
• Cooperating with NDIS audits and compliance reviews

We are committed to keeping you informed:

• Your dedicated plan manager is available by phone during business hours
• We provide regular updates via email, phone, or your preferred method
• You can access your account dashboard online for real-time information
• We respond to inquiries within 2-3 business days
• You can contact us by phone at 1300 CARE (1300 2273)
• You can email us at hello@planwise.com.au
• For urgent matters, please call our phone line for immediate assistance

No out-of-pocket costs: There are no fees payable by you directly. The NDIS provides separate funding for plan management services in your 'Improved Life Choices' budget category.

Fee structure: Our fees are determined by the NDIS and are paid directly from your plan management funding. There are no hidden charges or surprise costs.

If you have any concerns or complaints about our service:

• Please contact your plan manager to discuss the issue
• We will investigate the matter thoroughly and aim to resolve it within 5 business days
• If unresolved, you can lodge a formal complaint in writing
• You can also contact the NDIS Quality and Safeguards Commission
• We also have a formal complaints process - see our Complaints & Feedback page for more details

You have the right to change your plan manager at any time:

• You can terminate this agreement by notifying us in writing
• We will assist with a smooth transition to your new plan manager
• We will provide all necessary documentation and information about your account
• We may terminate services if you breach this agreement or NDIS requirements
• We will provide reasonable notice before terminating services