Service Agreements & Pre-Approvals (Plan-Managed)

What you must get clear before services start (the basics)

Before any services begin, you need to understand what you’re signing up for. For plan-managed supports, your NDIS funds are paid through your plan manager, like MyMoney NDIS (www.planmanager.net.au). This means the key documents and approvals matter because they set out what will be delivered, how much it will cost, and who pays.

Start by checking your Service Agreement with the provider. The agreement should clearly say what supports you’ll receive, where and when they’ll happen, the expected start date, who your main contact person is, and how changes are handled. It should also explain any service limits (for example, hours per week), cancellation rules, and any extra charges (usually only within what’s approved). If anything is unclear, ask before services start. My Care Finders can also help you compare providers based on experience, communication style, and whether their processes suit your needs.

Next, confirm your pre-approvals. Even under plan management, the provider should align services to what’s in your NDIS plan and use approved categories. If your plan changes, or you need extra support, you may need updated approvals before the provider can claim costs. Ask your plan manager about the claim steps and what evidence they require (for example, invoices, attendance records, and reports). This is a good time to test the process—make sure your provider knows how to submit claims correctly through your plan management arrangement.

Key takeaway: A clear Service Agreement + services that match your plan approvals helps avoid delays, rejected claims, and surprise costs.

If you’re unsure whether a provider is set up for plan management, ask for their process for claiming through your plan manager (including timelines). You can then compare options using My Care Finders to find a provider whose paperwork, communication, and support delivery are a good match for you.