Platypus

Email Us: admin@platypuspm.com.au
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FAQs

General Questions

We offer Plan Management services. We have a wide range of fantastic NDIS service providers, and passionate staff members who love being part of your team. We are here to help and think outside the box, creating innovative ways to provide the assistance you need.

NDIS Plan Management is like your own personal bookkeeper. A Plan Manager is responsible for:

  • Receiving invoices/bills to pay:
    • Directly from the provider once service has been provided or
    • Via participant
  • Claiming from NDIS Portal – uploading the information and creating the payment requests, allocating to line items and confirming prices according to the NDIS Price Guide
  • Paying Invoices and allocating the correct expense to the participant’s funding
  • Providing monthly statements to the participant including:
    • Summary of expenditure
    • Breakdown of budget totals remaining

We provide administrative support so that you can focus on working with the supports you need. A plan manager is not responsible for specialist advice or supports specific to your circumstances. If you need help finding specific providers to support you, please ask us! We have a huge network of providers and innovative supports. We can also provide capacity building services for clients with funding in their NDIS plan.

Feedback, complaints, and comments provided to Platypus Plan Management are taken seriously. Platypus Plan Management sees all feedback as an opportunity to understand what can be done differently to provide you with a 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 111 223 and ask to provide feedback or a complaint to the General Manager
  3.  Send an email to: admin@platypuspm.com.au
  4. Mail to: PO Box 113 Pottsville, NSW 2489

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

To ensure you have timely support with providers, it is important that you negotiate the following:

  • A rate/price that is reasonable for your NDIS budget and equal to or less than the maximum price in the NDIS Price Guide.
  • Dates of service
  • Any cancellation rules and;
  • An agreement that providers are to submit a request for payment after service is completed.
  • A written NDIS service agreement that you can also send to us to file – we always recommend this for regular direct supports like engaging a disability support worker. This ensures you are covered in the event of disputes.

You also need to ensure that the service fits within your goals in your NDIS plan. Feel free to ask us if you are not sure. Once you have chosen a provider, simply ask them to get in touch with us;

via email at admin@platypuspm.com.au

or call 1800 111 223 for your direct Plan Manager.

If you have an existing agreement with a provider we will pay without delay. However, if we are sent an invoice without an agreement on file, we will need to check with you first to get your approval. We recommend you view all new invoices first until you are comfortable with the service and payments.

We make payments every day, and as soon as we receive advice from the NDIS we pay without delay. This is usually within 3-5 business days. Occasionally this is longer, if the NDIS has delays outside our control.

You will receive a report via email at the end of every month.

However, you can also login to your personal dashboard at any time to view your approved and submitted invoices, balances and more. This is a great way to develop an understanding of your budget.

If you have a large expense it is important to check you have the funds available before you commit to spending the money. Please ask us if you are unsure, we’re here to help.

We cannot make advance payments. All payments go through the NDIS for transparency purposes, and it is part of our agreement with the NDIS that we ensure paperwork is complete prior to releasing funds.

It is important to remember that a plan manager cannot give permission for you to purchase an item. Instead we provide you with advice and information to assist you to make a decision.

When making a decision to purchase an item or support, get in touch with us so we can guide you through the process and ensure you’re keeping good records of your decision.

Reimbursements

Our reimbursement process is very similar to our invoice process. However, we require:
  • The receipt of purchase and;
  • Bank account details for the reimbursement
NOTE: Only one set of bank account details can be provided for all reimbursements to go into.
Reimbursements usually take 2-3 business days, as they’re prioritised by our Provider Services Team.

MYP Dashboard

Our Dashboard Manual covers each section of the MYP Dashboard. From logging in for the first time, to the different categories available for you to view. It includes screenshots, how to’s and helpful tips to set you up for success.

Yes, we upload the original invoice sent to us from the Provider for you to view.

Yes, we list every invoice on your monthly report. If required, you can request Platypus Plan Management Pty.Ltd.  book funding for particular providers. You can view the amount spent and remaining.

Yes, our monthly report will show how much you’ve spent per category.

Yes, we can give your Support Coordinator access to your dashboard to review your budget, invoices and to track spending. They will also receive a copy of your monthly statement.

All invoices are processed within 2-5 business days. As soon as an invoice has been uploaded into our system (MYP) you will automatically receive an email informing you.

We offer a few different approval process options.

  • You can request to manually approve all invoices in which case you will receive an email notification to view & approve the invoice via our MYP Dashboard.
  • You can request for us to apply a blanket approval to all invoices.

NOTE: If you select option 2, but there is a particular provider you would like to review and approve invoices for, we can arrange this through adding an alert to your account.

PACE Participants

PACE is a new provider & participant portal currently being created & tested by the NDIS in Tasmania. PACE is being designed to be a more user-friendly platform.

The NDIS want to make sure the system works well and they want it used on a smaller controlled scale before it is rolled out to the rest of Australia. Find out more here.

The NDIS have provided specific resources to educate and inform participants & their stakeholders of the changes around the transitioning to the new PACE system. Find out more here.

If you live in Tasmania, are new to the NDIS scheme from 14th of November, 2022 or have your plan reviewed after 28th November, 2022 your NDIA planner will discuss the transition and support you to take part in the test.

If you are already engaged with a Plan Manager and your plan is reviewed and moved to the new PACE system the NDIA planner will confirm you wish to remain with that Plan Manager. If you’re new to the NDIS scheme you will be asked at your planning meeting about choosing a Plan Manager. if you wish to allocate Platypus Plan Management please use our ABN 82665345933 and sign up via our website.

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