Plan Management Frequently Asked Questions

Plan Management assists with paying your NDIS invoices – for example, your physiotherapist’s invoices, your carer’s invoices, your OT’s invoices, or any bill you receive for services that relate to your disability that you are entitled to. We will claim your funds from something called the NDIS portal and, with your approval, pay the provider so you don’t have to, alleviating some stress of navigating the NDIS.

There are many benefits to choosing NDIS plan management, including:

• Choice and Control – Plan Management offers you the choice and control of Self-Management without the administrative burden.
• Flexibility – Regardless of whether your service provider is NDIS registered or not, MOIRA Financial Plan Management will be able to pay them on your behalf.
• Guidance – You have the support of an experienced team ready to answer your NDIS questions.

All NDIS participants are eligible to have plan management included in their NDIS Plan. You can request plan management to be included in your NDIS plan during your plan creation/plan review meeting with your NDIS Planner, or during any time throughout the span of your NDIS Plan by contacting the NDIS via phone – 1800 800 110 or email – enquiries@ndis.gov.au.

The common query about plan management is whether the NDIS participant will incur any cost to be plan managed.
Plan Management comes at no cost to an NDIS participant and does not reduce funding from any other support areas. The NDIS will directly pay the plan manager a set-up fee and a monthly fee to provide the plan management support to an NDIS participant.

MOIRA has a very quick and easy engagement process. To have MOIRA be your plan manager we need a few details from you so to set up your client file.

This can be done in 3 different ways.

• Sign up online via our online registration page
• Give our team a call on 1300 666 472 and sign up over the phone
• Complete and submit a MOIRA Financial Plan Management referral form.

The engagement process at MOIRA is very quick and we can have your plan management up and running within a day. Once you receive confirmation from our team that you Service Bookings have been established in the NDIS Portal, MOIRA will be able to receive and process invoices on your behalf.

It is not mandatory for a participant to send a copy of their NDIS Plan to MOIRA, providing MOIRA a copy will really help us understand how to better handle and answer plan specific queries.

With a copy of the participant’s NDIS Plan on record, MOIRA will be able to:

• Confirm the approved support categories to better answer queries around what supports can or cannot be funded
• Confirm how each approved support category is managed and best direct where or how an invoice relating to a component that is not plan managed should be processed, whether that is via Self-Manage or NDIA-Managed.
• Allocate the correct funds via the NDIS Portal in accordance to what has been approved
• Help participants support their claims with an understanding of their goals and aspirations outlined in their NDIS Plan.

Due to Privacy reasons MOIRA is unable to obtain a copy of the participant’s NDIS Plan unless they have provided consent to share the information.

MOIRA Financial Plan Management supports NDIS participants throughout all Australian States and Territories.

You can arrange for your service providers to send their invoices directly to you in the first instance.
Once you have reviewed the invoice and are happy for MOIRA to pay, you can then forward the invoice to our MOIRA FPM team and this will be considered “pre-approved”. This is the fastest way to have your invoices paid as there is no waiting period for an authorisation.

Another option is for the service provider to send the invoice directly to our email address, which will then be entered into our system and emailed to the participant or nominated representative for authorisation to pay.

Alternatively, if you don’t have an email to authorise, we can set up a verbal authorisation, where we call you to authorise invoices over the phone.

Choice and control are fundamental to the NDIS model and by adding a level of authorisation Financial Plan Management ensure that participants have control over their supports and spending.

The invoice can either be ‘authorised’ or if it is incorrect, you can ask us not to pay. MOIRA will support you if you require any assistance communicating with your providers.
Don’t worry if you forget to approve an invoice, we have automated reminders scheduled to keep you on track.

In cases where our clients don’t have computer access, we can receive their invoices via the post, which must be signed for approval. However, this option means that there may be delays with invoice payments as we are reliant on the postal service.

MOIRA highly recommends submitting your invoices pre-approved by the NDIS participant or nominee as this helps speed up processing significantly.

Our email to send all invoices to is: fpm@moira.org.au – this is the same for both participants and providers sending in their invoices.

Our relationship team have put together a factsheet to help providers make sure they include everything needed on an invoice.

Unspent NDIS funds do not roll over to the next plan. According to NDIS Guidelines, supports are paid from the plan that the support dates fall under.

Each NDIS plan has been designated funds to ensure that supports needed during the specific plan dates are enough for the participant. MOIRA Financial Plan Management assists participants by providing information regularly on the usage of the funds in a participant’s current plan. This assist in ensuring that funds are fully utilised and to prevent an underspend.

Here at MOIRA, we are often asked whether participants are able to change to MOIRA Financial Plan Management from another NDIS plan manager.

The NDIS is all about choice and control so regardless of how far you are into your NDIS Plan, the answer is definitely YES.

It is important that you provide advance notice to your current plan manager, your support coordinator if you have one, and any service providers of your decision. This will help streamline the transition to ensure there are no disruption to the payment of your supports.

Choosing MOIRA as your NDIS plan manager is as simple as calling our friendly customer relations team on 1300 666 472 and we will get you started!