Easy English Participant Booklet Plan Management 

We are pleased that you have chosen Better Planning to support you.

Interpreting and Translation

We can arrange this service for you at no cost.

You Can Have an Advocate 

An advocate can be a carer, friend, family member.

Disability Advocate 

https://www.ndiscommission.gov.au/participants/disability-advocacy

https://disabilityadvocacyfinder.dss.gov.au/disability/ndap/

Diversity

We understand that everyone is unique and different, and we will always treat you with respect. 

Our Team Will Support You To:

• Feel in control of your supports.
• Facilitating payments of invoices on your behalf.
• Processing reimbursement claims to you (where approved to do so).
• Tracking expenditure on provider supports, against your budget.
• Providing monthly statements of your expenditure and remaining available funding (on request).
• Providing a transparent electronic budget monitoring tool for your use; and
• Maximise supports.
• Feel more connected.
• Increase confidence.

Privacy & Confidentiality 

Better Planning protects the privacy and confidentiality of all information. We abide by the Privacy Laws and the Privacy Principles.  

What Does a Plan Manager Do?

• We will help you understand your NDIS plan and learn new skills so you can be more independent.
• We will help manage your NDIS funding allowing you to have more control over how you use your NDIS funding and keep a record of how you spend your NDIS funding.
• We will help you pay the service providers who give you supports and help you keep track of your NDIS funding.
• They do not make a judgement about your NDIS plan They do not make requests for an unscheduled plan review on your behalf. 

We are not funded to provide

1. Participant transport                           
2. Support rostering
3. Support Coordination
4. Advocacy                                   
5. Disability supports

How do I pay for a Plan manager?

You do not have to pay for it yourself it is covered by the NDIS as part of your NDIS Plan if approved.

Better Planning Will Always:

• Communicate in a form, language and manner that enables you to understand the information. 
• Work with you to build understanding of the NDIS system.
• Review your supports at not less than quarterly intervals and provide you with an update of funding.
• Always ensuring you have choice and control of all services.
• Respect your right to spend your NDIS funding as determined by you and uphold your right to make your own decisions.
• Amend, change or make a change or reasonable adjustment to your services as directed by you.
• Respect your privacy and ensure you are protected.  
• Keeping clear records on all services provided to you.
• Treat you with dignity and respect. Respect your right to freedom of expression.
• Inform you of what is happening with our services, ask for your feedback and use it to improve our organisation.
• Contact you regularly via Phone, Email or in person every (4-6 weeks) or as agreed by you to ensure that all your services are still effective.
• Ensure you receive a statement monthly.

• To receive clear, easy to understand information about our services provided.
• To access an advocate. An advocate can be a carer, friend, family member.
• Not to sign a service agreement until you have had time to review it.
• To determine how your NDIS funding is spent.
• To have Choice and Control of all services provided, when they commence, end or transition at any time.
• To be always respected and to be free from abuse from our employees.

• Work with us to make sure the services we provide are what you want.
• Provide information and keep us up to date with any changes.  
• Let us know about any concerns with the services being provided.
• Let us know if you do not understand or feel uncertain at any time.
• Notify us immediately of any safety concerns.
• Let us know if you cannot make an appointment, please let us know 24 hours in advance if possible.  
• Treat everyone with respect.

• A Service Agreement is an agreement between you and Better Planning. 
• It says how we will support you and the things that you and Better Planning agree to do while being supported.
• You will need to sign the Service Agreement to say that you agree with what it says and fill in some parts about you and what you want.
• You should read all the parts of the
• Agreement before you sign it.
• If you do not understand something or agree talk to us.

• To start with Better Planning, we will need your consent which is a part of our service document.
• Better Planning will not use or share your personal information with anyone without your consent
• Recorded material may be required for proof of consent. You will be informed prior to recording of what is being captured the reasons for it and who it is for.

Types of Consent Used By Better Planning.

• Written - For all service agreements.
• Verbal - Can be used where it is not practicable to obtain written consent.

NDIS Agency Managed

You can ask the NDIS to look after your NDIS money and pay your service providers.

Providers - You can only use registered NDIS Providers 

Plan Management

They are registered NDIS providers that can help you look after your NDIS money.

They do things like 

• Pay invoices 
• Keep records about your NDIS money and how much you have spent

Providers

You can use registered and non-registered NDIS Providers.

Self-Management 

This means looking after your NDIS money yourself.

If your self-management, you must

pay your own invoices then get the money back from the NDIS.

Providers

You can use registered and non-registered NDIS Providers

We want to know what you think about Better Planning. You can give positive or negative feedback or make a complaint any time. This helps us to continually improve our services.

It is ok to ask someone you trust to help you give feedback or make a complaint. This person does not have to be a staff member.

You can talk face to face with a staff member. 

Better Planning will treat you fairly when you give us feedback and it will not affect any services you have with Better Planning.

You can access the online Compliments and Complaints at   www.betterplanning.com.au/feedback-compliments-and-complaints/

You can call our office on 1300 318 056 and ask to speak with the Complaints Manager.

You can email us directly enquiry@betterplanning.com.au

Postal

Complaints Manager 

Better Planning Pty Ltd, 

PO Box W67, Wollongong West,

NSW 2500

You may also contact the NDIS without notifying Better Planning. 

Better planning full supports your decision to contact NDIS if you have any concerns on 1800 035 544

Better Planning has a policy that gives more information. We can arrange for a staff member to explain the policy to you in detail if requested.

We understand that it can be uncomfortable to make a complaint and respect your right to contact other organisation who can assist you with any concern you may have with Better Planning or any other service Provider

Below Are Organisation That Can Assist You.

NSW Quality & Safeguards

Commission

Ph: 1800 035 544

National Disability Insurance

Agency

Ph:1800 800 110

NSW Ombudsman

Ph: (02) 9286 1000

National Disability Abuse and

Neglect Hotline

Ph: 1800 880 052

Anti-Discrimination Board (ADB)

Ph: 1800 670 812

Administrative Decisions Tribunal

Ph: 1800 060 410

• Better Planning take all incidents very seriously and will report all incidents.
• Better Planning will investigate.
• The QHSE&R Manager will contact you to provide regular updates
• Better Planning will review the findings with you and discuss what actions are being undertaken.

• Better Planning respects your rights to change providers. 
• Service Providers will have a period of notification required before service can be ended.

• Services can be ended with a minimum of two weeks’ notice by the participant or Better Planning. 
• The request to end services must be in writing.
• Better Planning understands that living with a disability can be challenging. 
• We are here to assist you and will attempt a resolution as a priority and only end services if it is identified that it cannot be managed, reconciled or a serious breach occurs.

Better Planning May Terminate Services When:

• Abusing or assaulting an employee, provider, other participant, or damage to Better Planning property.
• Possessing, trafficking, or supplying illicit drugs.
• Acting which is intended to harm Better Planning reputation.
• They are unwilling over a period to work towards agreed goals.
• Financial requirements are not being met.
• Continually breaching the terms and conditions of the Better Planning Service Agreement.