NDIS Support Requests: From Need to Booked Support

What counts as a support request (and what doesn’t)

A support request under the NDIS is a clear request for specific assistance you need, linked to your goals and/or reasonable and necessary supports in your plan. It should describe what you want support with (the task), when you need it (timeframes), where it happens (home, community, etc.), and any important details (for example, mobility needs, communication preferences, or safety requirements). If you ask for a replacement day, a new service activity, or changes to the way support is delivered, that can also be a support request.

Examples of things that usually do count include: requesting a new booked support (like help to get ready in the morning), asking for a review of how a support is delivered, requesting a different time slot within your capacity, or seeking funding for an item/service if it is consistent with your approved plan and support framework. If you’re using plan management, your provider may also treat requests as part of service scheduling and processing through MyMoney NDIS (www.planmanager.net.au), depending on how your plan is set up.

Things that usually don’t count as support requests are requests that are not tied to your approved plan supports, or requests that are really “general advice” rather than a service you want booked (for example, “Can you just check something quickly?”). Also, administrative questions like “What’s the invoice process?” are typically not support requests. If you’re looking for extra funding outside what’s in your plan, you may need to ask for a plan review or new approval, rather than treat it as a simple request.

Key takeaway: A support request is about getting a specific support booked or changed to match your approved plan—if it’s about funding, you may need a different process.

If you’re unsure, start by writing your request in plain language and keep it factual: “I need help with this task on these days/times.” You can then compare how different providers handle support requests using resources like My Care Finders, to find one that clearly explains what can be booked, what needs approval, and how quickly they respond.