NDIS Support Requests: The Practical Starter Guide

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

A support request is a clear request for NDIS-funded supports that relate to your goals and are delivered by your provider (or a registered support item) under your plan. It can be about starting something new, changing the level of support, or requesting a different way to get the support you already have. A good support request explains what you need, when you need it, and how it should help.

Support requests often include things like booking an appointment, arranging personal care, requesting therapy sessions, organising transport for an activity, or asking for changes to the schedule. If you have plan management, you may also ask about how payments work through your plan manager. For example, if you use MyMoney NDIS (www.planmanager.net.au), they can help with invoices and payment-related questions (even if the actual support is coordinated by your provider). You can also use My Care Finders as a practical resource to compare providers and find someone who can meet your needs.

Not everything you ask for counts as a support request. Requests that are really general questions (for example, “How much do you charge?”), feedback with no clear action (“I didn’t like that last time”), or requests outside your plan (supports not funded or not linked to your goals) may need to be handled differently. Also, a request like “I want a brand-new support item” may require updating your supports before it can be funded under your plan.

Key takeaway: If your request clearly states the support you want, the timeframes, and how it helps your goals, it’s much more likely to be treated as a valid support request.

• Counts as a support request: “Please book three hours of speech therapy next fortnight and tell me the appointment times.”
• May not count: “Can you give me a quote?” (This is usually a billing/eligibility question, not a support request.)
• Sometimes counts, but may need planning: “I need extra support every weekend.” (This may require checking your plan capacity or amending supports.)