How to choose an NDIS plan manager
There is no single best NDIS plan manager. The right one for you is the one that answers the phone, processes valid invoices promptly, shows you your budget without you having to ask, and explains the rules honestly instead of hiding behind jargon. Use the framework below to judge any provider you're considering, including us.
The short answer
This isn't a ranked list of providers, and it won't tell you a single "best" plan manager exists — it doesn't. Instead, it gives you a consistent set of criteria and questions you can put to any provider, including Forward Planning Plus and any competitor you're weighing up. Ask the same questions of everyone on your shortlist, note the answers, and compare them side by side.
Work through the 12 criteria below, score each provider, then use the follow-up questions to probe anything that scored low.
The 12-point evaluation framework
Score each criterion from 0 (poor) to 2 (strong) for a total out of 24.
| Criterion | Why it matters | What a good answer sounds like |
|---|---|---|
| Responsiveness and a named contact | You need to be able to reach a real person when something goes wrong with a provider payment. | You'll usually speak with the same person or small team, and calls or emails are returned within a business day or two. |
| Invoice processing turnaround | Slow or vague processing causes providers to chase you and can put services at risk. | A specific standard for valid, correctly submitted invoices, such as processing within 1–2 business days, with an honest note that final payment can depend on the NDIA. |
| Budget visibility and portal access | You should be able to check what has been spent and what remains without asking for a report each time. | A secure portal or app you can log into any time to see live budgets and transaction history. |
| Accuracy and how errors are handled | Incorrect coding or claiming against the wrong budget can cause funding shortfalls later in the plan. | A clear description of how invoices are checked against your plan and pricing, and what happens if a mistake is found. |
| Clarity on what plan management does and does not cover | Plan managers process payments and keep records — they are not support coordinators, therapists or financial advisers. | A straightforward explanation of the service boundaries, without vague promises to "manage everything" in your plan. |
| NDIS registration status | Registration means a provider has met NDIS Quality and Safeguards Commission requirements and is subject to its oversight. | A direct answer, stated plainly, without hedging. |
| How they explain rules and price limits | You will rely on your plan manager to explain why a claim was or wasn't paid. | Plain-language explanations of NDIS price limits and claiming rules, rather than jargon or a refusal to explain. |
| Provider flexibility | Plan management is meant to give you choice, including the ability to use unregistered providers where the rules allow it. | Confirmation that you can use registered and unregistered providers where permitted, and a clear flag when a support specifically requires registration. |
| Statements and reporting | Regular, readable statements let you catch problems early instead of finding out at plan review. | Statements that are easy to read and available on a predictable schedule, not just on request. |
| Onboarding and switching support | A good provider makes starting or switching simple, without requiring you to chase paperwork. | They handle notifying the NDIA of a change and coordinate the handover from your previous plan manager. |
| Escalation and complaints handling | Things occasionally go wrong with any provider — what matters is how a concern is handled. | A clear, named way to escalate a concern beyond your usual contact, and a willingness to explain what happened. |
| Continuity when staff are away | Your plan management shouldn't stall because one staff member is on leave. | A described backup process so invoices keep moving and calls are still answered. |
What your score means
- 18–24: Strong across the board — a provider worth shortlisting.
- 10–17: Mixed — dig into the specific criteria that scored low before deciding.
- 0–9: Weak — treat this as a warning sign, regardless of how the conversation felt.
Questions to ask before you commit
How quickly are valid invoices processed, on average?
Answer that should worry you: A vague answer such as "as soon as we can" with no standard at all.
Can I see my budgets myself, without asking you first?
Answer that should worry you: No portal, app or self-serve way to check your own funding.
Are you an NDIS Registered Provider?
Answer that should worry you: Hesitation or an unclear answer to a simple factual question.
Can I use unregistered providers with you?
Answer that should worry you: A blanket "no" without explaining which specific supports require registration.
Who do I contact if a payment is delayed, and how do I escalate it?
Answer that should worry you: No named contact, or being redirected to a generic inbox with no follow-up commitment.
What happens if my invoice is rejected or coded incorrectly?
Answer that should worry you: No explanation of how errors are found, fixed or communicated to you.
What does plan management cost me?
Answer that should worry you: Any suggestion it costs you money out of pocket. Plan management is funded by the NDIA in your plan — it does not come out of your support budgets and there is no cost to you.
How will you help me switch from my current plan manager?
Answer that should worry you: Being told it's complicated, slow, or that you need approval from your current provider.
What happens if my usual contact is away or leaves?
Answer that should worry you: No backup process described — meaning your invoices could sit untouched.
Red flags
- Invoices routinely go unprocessed for a week or more with no explanation.
- You cannot get a straight answer on registration status.
- There is no way to see your own budget without ringing and waiting.
- Statements are inconsistent, late, or don't reconcile with what you expected.
- Staff cannot explain, in plain language, why a claim was rejected.
- You are told you can't use an unregistered provider without any reference to which supports actually require registration.
How Forward Planning Plus answers these questions
We're an ndis registered provider. valid, correctly submitted invoices are processed within 1–2 business days. Processing is the step we control. Final payment timing can also depend on NDIA processing and whether we need to clarify details with a provider. Plan management is funded by the NDIA in your plan — it does not come out of your support budgets and there is no cost to you. Our team's professional backgrounds inform how carefully we manage your plan. Plan management does not include clinical, financial or legal advice.
We'd rather you apply the same 12 criteria on this page to us and to any other provider you're considering, and compare the answers directly, than take our word for it.
You may also find these pages useful: what plan management costs and who pays, who is behind Forward Planning Plus, how switching works, getting started with plan management, what an NDIS plan manager actually does and signs it may be time to leave your plan manager.
Choosing a plan manager, answered
Where this information comes from
The criteria on this page are ours, but the underlying rules are not. Registration requirements, plan management funding and complaint pathways are set by the NDIA and the NDIS Quality and Safeguards Commission, and can change — check the current guidance before you decide.
Ready to compare us against your checklist?
Apply the 12 criteria, ask the questions, and see how we answer.