Terms of Service

1. Introduction

These Terms of Service ("Terms") govern your use of Forward Planning Plus (ABN 92 657 517 701, NDIA Registered #4050161030) NDIS plan management services and website.

By engaging our services or using our website, you agree to these Terms. If you do not agree, please do not use our services.

2. Services Provided

Forward Planning Plus provides NDIS plan management services, including:

• Processing and paying approved NDIS service provider invoices
• Budget tracking and reporting
• NDIS portal management and compliance
• Financial record-keeping and statements

3. Eligibility

To use our services, you must:

• Be an NDIS participant with an approved plan that includes plan management funding
• Provide accurate and complete information about your NDIS plan
• Have the legal capacity to enter into this agreement, or have a nominee/guardian act on your behalf
• Agree to our Privacy Policy and these Terms of Service

4. Service Agreement

If you have a signed service agreement with us, that agreement prevails over these Terms.

4.1 Commencement

Services start on the date we have both signed the service agreement.

4.2 Service Scope

Our services are limited to plan management as funded by the NDIA. We do not provide financial advice.

4.3 No Additional Fees

Plan management is paid from your NDIS plan, at no cost to you. You will not be charged any additional fees beyond what is funded in your NDIS plan.

5. Your Responsibilities

As a participant, you agree to:

• Provide accurate and up-to-date information about your NDIS plan
• Notify us immediately of any changes to your plan or contact details
• Ensure service providers submit valid invoices and agreements
• Review budget reports and notify us of any discrepancies
• Use services within your approved NDIS plan budget and categories
• Comply with NDIS guidelines and regulations

6. Invoice Processing & Payments

6.1 Invoice Submission

Service providers must submit invoices directly to us with valid NDIS line items, ABN, and service details. Valid, correctly submitted invoices are processed within 1–2 business days of receipt. Final payment timing can also depend on NDIA processing and whether details need clarifying with the provider.

6.2 Payment Authorization

By engaging our services, you authorize us to pay NDIS-approved invoices on your behalf using your plan-managed budget.

6.3 Rejected Invoices

We may reject or query invoices that do not comply with NDIS guidelines, contain errors, or exceed available budget. We will notify you and the provider promptly.

7. Data & Privacy

We collect and process your personal information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).

We maintain strict confidentiality and will only share your information as required by NDIA regulations or with your explicit consent.

8. Liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.

Nothing in these Terms limits our responsibility for our own mistakes, including not checking an invoice properly.

9. Termination

9.1 By You

You can end our services by giving us 14 days' notice by email (join@forwardplanningplus.com.au), phone or WhatsApp (0405 589 006), or letter to Lower Ground Floor, 132 Wickham St, Fortitude Valley QLD 4006. You don't need a reason. We will help with a smooth handover to your new plan manager.

9.2 By Us

We will only end services if:

• Your NDIS plan no longer includes plan management funding
• You seriously or repeatedly break your service agreement with us, and the problem isn't fixed after we've told you about it in writing, or
• We can no longer provide plan management (for example, if we stop operating or our registration changes)

"Seriously" means something like knowingly giving us false or misleading information about your supports or invoices. "Repeatedly" means the same problem happening again after we have told you about it in writing and given you a fair chance to fix it.

If we need to end services for one of these reasons, we will talk with you first, tell you in writing why, and give you at least 30 days' written notice. We will keep processing your invoices during the notice period.

We may end services straight away, by telling you in writing why, only if:

• You, or someone acting for you, threatens or harms our staff
• You, or someone acting for you, uses or tries to use your NDIS funding fraudulently, or
• We lose our NDIS registration, or can no longer lawfully manage your plan

Where we end services, we will tell the NDIA where we are required to.

9.3 Effect of Termination

When services end, we give you final reports and transfer your records to your new plan manager, as you direct. If we received a valid invoice before your end date, we will process it. Invoices that reach us after your end date go to your new plan manager. We will tell you in writing which invoices were still pending on your end date.

10. Complaints & Disputes

If you have a complaint or dispute, please contact us using the details below. We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days.

If you are not satisfied with our response, you may escalate to the NDIS Quality and Safeguards Commission.

11. Changes to Terms

We may update these Terms from time to time to reflect changes in our services, legal requirements, or NDIS guidelines. We will tell you about changes that affect you by email, phone, WhatsApp or letter at least 30 days before they take effect. If you don't agree to a change, tell us (join@forwardplanningplus.com.au, 0405 589 006) and we will not treat your continued use as agreement to that change.

12. Governing Law

These Terms are governed by the laws of Queensland, Australia. Any disputes will be subject to the exclusive jurisdiction of Queensland courts.

13. Contact Us

For questions about these Terms or to lodge a complaint, please contact us: