Got a question?
Here are the answers to some of the questions we’re asked most often. If you can’t find the answer you need, please contact us.
Plan Management – participants
Your support worker can email their invoices to ndisfinance@p2pqld.org.au.
The invoice must contain:
- the participant’s full name and NDIS number
- the business name and active ABN
- bank account details
- a unique invoice number
- support dates and description
- hourly rates, quantity of support and the total amount due
For more information read our guide to helping P2P pay your invoices.
Yes, we can reimburse participants for NDIS approved supports that are in line with your NDIS plan. We need to know your bank details and receive a copy of a paid invoice or receipt to make the claim.
All reimbursements can be emailed to the plan management team at ndisfinance@p2pqld.org.au
Read more about reimbursements to participants.
Parent to Parent does not offer direct support services (support workers). However, we do offer information and referral services to help you find a local service provider in your area.
Contact our information and referral team at info@p2pqld.org.au or by phoning 1800 777 723.
Review requests need to go directly to the NDIA. It is important to start this process as early as possible. Parent to Parent can help provide some supporting documentation such as funding statements or copies of invoices.
If you need any information, you can contact the team at ndisfinance@p2pqld.org.au or check out our information sheet about requesting an early review.
Occasionally claims will be selected for a review by the NDIA, if this occurs, more information may be needed and there may be a delay to the claim process.
P2P will support you if this process occurs for one of your claims. It is important to ensure that your claims are correct and in line with your plan to avoid any issues.
We strongly encourage all participants to keep an eye on their budget and funding periods to avoid problems.
You can do this by using funding statements and checking the budget in the Planability Platform or App to view their budget regularly.
If you think your funding will not last your plan or funding period length, it is important to address this early. Please contact your NDIA LAC/Planner to discuss your options. If you have a Support Coordinator, they may also be able to help you. You may need an early review. You may need to reschedule with your support workers or therapists until your plan is changed.
Once your funds have run out, there may be less options to manage this unless there are special circumstances.
Read more information about what to do when your funding is getting low.
Unfortunately, your claims are processed from the plan according to the service dates. This means that if the service falls into the old plan, you will not be able to claim this from the new plan.
This also applies to exhausted funding periods, if you overspend a funding period, it is not possible to top up the funds with future funding periods.
If there are outstanding invoices due to insufficient funding, the approach may vary depending on the participant’s plan status and the support date of the service.
Inactive Plan: If the support date falls within a now inactive NDIS plan period, we may be able to submit the outstanding invoices to the NDIA Provider Payments team for review. However, this process does not guarantee that additional funding will be approved as the outcome must be in line with the NDIS legislation regarding additional funds. The NDIA does not provide a specific timeframe for when a decision will be made.
Plan Extension: If the participant’s plan has been extended, we may still be able to process the outstanding invoices as long as the support date falls within the extended plan period. In this case, the invoices will be claimed using the current available funding, which may reduce the remaining budget in the plan.
You may also wish to seek advice from your MyNDIS contact regarding the options available to you.
Your NDIS plan may be automatically extended or replaced with a new, reviewed plan. When either happens we will receive a notification from the NDIS about the Status of your plan and we will let you know the next steps.
Usually, if your plan is extended, we will continue to process your invoices as normal.
If you have a new plan, we will ask you to send us a copy of the new plan. Please check your emails regularly to ensure you don’t miss an update from us.
This depends on the issue and what information is needed to address the issue.
If you give us consent to speak with your providers regarding invoice issues, P2P can contact your provider to address small problems such as missing information, calculation errors and small issues with NDIS claiming rules.
Where the claim is not in line with your plan or there is a shortfall of funding, we will contact you directly with more information.
Your claim may not be able to be claimed for a number of reasons.
Common reasons include:
- Your invoice might have an issue such as missing information, a calculation error or is not following a claiming rule
- Insufficient funds in the current funding period
- Insufficient funds in a support category
- The support item is not included in your plan
- The rate charged exceeds the NDIS price limit
- The support dates fall outside your plan dates
- You rejected the claim.
If a claim is not able to be paid or delayed, please contact us and we will review it with you.
Plan Management – participant platform
At Parent to Parent, we use Planability, a secure NDIS plan management software system.
Planability connects directly with the NDIS portals, allowing us to process claims in real time, monitor budgets and track invoices accurately.
Planability is designed specifically for the NDIS to ensure transparency, accuracy and timely payments.
This helps us to:
- Process claims efficiently
- Monitor your funding and funding periods
- Provide accurate monthly statements
- Support participants, providers and support coordinators
Our platform Planability is available to you and a support coordinator if you choose.
In the Planability app and platform you can view your budget and funding periods in real time, view and approve your claims, and read STRtements.
Planability tracks and reports on your funding periods in real time. You can find information about the funding period schedule, how much has been claimed and what is left. Read what is a funding period and how do I find my funding period schedule.
Your monthly plan report STRtements are an important tool to help you review your claims and keep track of your budget.
You can learn more about your monthly Statements in our resource how to read your monthly statement
Plan Management – understanding my plan
Your NDIS plan includes:
- A total funding amount
- Funding components (categories) such as Core, Capacity Building and Capital
- Funding periods that determine when funding becomes available
Once you provide us with a copy of your plan, we will prepare and send you a clear Plan Summary so you can easily understand how your funding is structured and how it can be used.
Understanding the categories of funding that you have access to can help you to understand what can and cannot be claimed from your budget. You can read our guide to NDIS funding categories.
The amount of flexibility in your plan depends on the type of funding and which category this belongs to.
Core funding is usually flexible between the Core categories. Under the Core flexibility rule, participants can use funding from any of the four flexible Core categories (01, 02, 03, 04), provided there is sufficient funding available in the overall flexible Core budget and that all the budgets are managed in the same way (e.g. Plan managed).
This means:
- A category may show $0 allocated
- You may still be able to claim from it
- The total Core budget must have sufficient funds remaining
Spending from a category without an allocated budget may reduce the funds available for other Core supports in future.
Capacity Building and Capital funding is not flexible, this means that it is not possible to move funds between any capacity building categories. Depending on the information listed in your plan, generally your budget can be used within the category, however, some supports may be Stated supports and must be used exactly as written.
A Stated support is a support in your NDIS plan that must be used exactly as written. This means the funding is set aside for a specific support and cannot be moved or used for something else.
If a support is marked as Stated:
- The funding must be used for that specific support
- It cannot be moved to another category
- It is not flexible
If your situation changes and the support is no longer suitable, you may need to request a plan variation, plan reassessment, or internal review.
A funding period determines when parts of your NDIS funding become available during your plan.
Instead of accessing your full budget at once, funding is now released in stages, for example every 1 or 3 months. This is designed to help your funding last for the full plan period.
Funding periods apply to new and reassessed PACE plans from 19 May 2025 onwards.
If you are on a legacy (older) plan, funding periods will not apply until your plan is reassessed and moved to PACE.
Funding periods mean that you may need to budget differently, not all funds will be available immediately.
- Funding periods do not change your total plan amount
- Most supports are released every 3 months
- Home and Living supports are usually released monthly
- Unspent funds roll over within the same plan
- Funding does not roll over into a new plan
- Future funding cannot usually be accessed early
- If there are not enough funds available in the current funding period, claims will not be able to be claimed.
To help you stay on track, we provide a monthly statement outlining your available balance and spending. If you are ever unsure about your funding, our Plan Management team is here to assist.
You can view your funding period amounts and schedule using the Planability Platform, see our guide on viewing your funding period schedule.
P.A.T.H
A P.A.T.H. is an 8-step goal setting tool.
This can be used to help NDIS participants, students and even businesses. To learn more about P.A.T.H. you can read more here.
You can find out what P.A.T.H. is and what is great about it, on our What We Do page. To book a P.A.T.H. You can email our friendly team at path@p2pqld.org.au or call us on 1800 777 723 Monday to Friday between 9am and 4pm.
You may be able to pay for your P.A.T.H. from NDIS funding.
Contact P2P to discuss your funding and how you can use this to purchase a P.A.T.H.
Events and workshops
P2P will be running a variety of events and workshops. They will be advertised on our events page at Parent to Parent Qld | Nambour QLD or ring us on 1800 777 723.
Yes!
We can accommodate a range of event or workshop requests.
Fill out our contact form here
Or ring us on 1800 777 723.
Information and referrals
On our website Resources page you will see we have information documents. We will continue to add to these as they are developed.
We have a database of resources to help you. You can contact the team at info@p2pqld.org.au or by phoning 1800 777 723.
If you know of a good resource that we should know about, please send an email with the details so we can add it to our database.
Contact P2P to enquiry about our free advocacy clinic in partnership with People with Disability Australia. Or read more here.
P2P offers 1 on 1 sessions with a Plan Manager to improve skills of NDIS participants and nominees. This lasts for roughly one hour.
We have a small charge for these sessions of $80.06 per hour, which can be claimed from NDIS funding.
For more information - click here.
Yes, P2P has a number of resources and pamphlets available. You can contact our team for information or come into our office during business hours.
Got a question?
If you can’t find the answer you need, please contact us.
Plan Management – sign up and Intake
We have an easy to complete online form to sign up for Plan Management.
Once you have completed the form our friendly intake team will get in touch with the next steps.
This will involve completing a service agreement, sharing your plan and linking your information to P2P with the NDIA.
You can find out more information by contacting intake@p2pqld.org.au or calling us on 1800 777 723 Monday to Friday between 9am and 4pm.
Yes we ask for a copy of your plan to ensure we can accurately claim your invoices, please email it through to intake@p2pqld.org.au
Endorsement is the term used by the NDIA to describe the process of linking your chosen provider to your NDIS PACE plan.
For participants with a plan created in PACE, you will need to endorse P2P to hold two roles; ‘your provider’ and ‘your plan manager’.
This allows us to claim for services on your behalf and this means that your other providers do not need to be linked to the portal.
The fastest way to endorse P2P and allow us to quickly set up your plan management services is to contact the NDIA on the phone by calling 1800 800 110. You can tell them you need to endorse your plan manager and they will ask for information such as your NDIS number and P2P’s provider number.
You can read our guide to endorsement for more information on how to complete this process.
The fees for plan management are included in your plan on top of your budget amount for supports. There are no additional costs to you. We will never charge you more than the NDIS rate for plan management services.
The P2P head office is located in Nambour on the Sunshine Coast. We are open for visitors from 9 am to 4pm Monday to Friday.
You can come in to sign up during this time. If you have a long trip to get to us, please call ahead and let us know you are coming to make sure someone will be here.
For information about NDIS plan management, or general NDIS questions, check out our Participant or Provider resource pages.
Otherwise you can contact the plan management team at ndisfinance@p2pqld.org.au or call us on 1800 777 723 Monday to Friday between 9am and 4pm.
Yes! P2P are registered plan managers. As part of our registration, our plan management team members have finance or bookkeeping qualifications and are experienced in the NDIS industry.
Yes, you can move to P2P from another plan manager. You will need to inform your previous plan manager of your intention to end services.
From there, please get in touch with our intake team at intake@p2pqld.org.au or call 1800 777 723 and we will provide you with the next steps.
P2P aims to have invoices processed within 5-10 business days of receiving approval from you (if required). We aim to process them as soon as possible and often it will take less time.
Yes we do. Our platform Planability is available to you and a support coordinator if you choose. In the Planability app and platform you can view your budget and funding periods in real time, view and approve your claims, and read statements.
Yes, you can choose to have your invoices paid once they are approved by you. You can read more about your invoice approval options on our website. Any changes to your approval option can be made by contacting P2P.
Your NDIS plan may be managed in one of three ways: NDIA managed, plan managed, or self managed. This determines who pays providers and which providers you can use.
You can request Plan Management at any time. There are a few ways this can be done depending on your situation.
If you are having a new NDIS plan created or a plan reassessment, you can ask your NDIA planner or Local Area Coordinator (LAC) to include Plan Management in your plan. The NDIA will then add a separate budget for Plan Management fees.
If you already have an active NDIS plan, you can request a plan variation or reassessment through the NDIA to add Plan Management. This request can be made by contacting your planner, LAC, or by calling the NDIA on 1800 800 110.
Once Plan Management is included in your plan, you can choose a plan manager such as Parent to Parent (P2P). You will then need to endorse your plan manager so they can process and pay invoices on your behalf.
Yes it is possible to have a combination of methods to manage your plan. Some participants prefer the flexibility that comes from having a portion of their funding self managed such as transport or consumables.
Additionally, some services can only be NDIA managed due to registration or stricter control requirements for higher risk supports.
Sometimes things change or something goes wrong, we are here to listen and help if you have an issue. However, if you decide to cancel plan management services, contact the team at 1800 777 723 and we can help you close your account.
We will aim to close your account in 10 working days or as soon as possible depending on the number of invoices outstanding at the time.
Plan Management – providers
NDIS support invoices can be emailed to ndisfinance@p2pqld.org.au
The invoice must contain the following information:
- the participant’s full name and NDIS number
- the business name and active ABN
- bank account details
- a unique invoice number
- support dates and description
- hourly rates, quantity of support and the total amount due
If you would like more information on invoice requirements, please see our guide for provider invoicing.
You can read more information about valid claims and even complete a checklist to ensure all the information is provided.
PDF or any other non editable file is preferred to ensure your information is clear and cannot be edited or corrupted when it is sent.
Please check if you have received a remittance advice, or if you have received any other communication from P2P regarding your invoice. Typically this will be sent to you by email.
If you still are unable to find any information, please contact P2P and mention the invoice number and participant name in your message to help us look into your query and resolve any issues as quickly as possible.
Please let us know of the changes to your contact information by email or phone.
To ensure we can be vigilant in case of fraudulent changes to your bank account details that you have not requested, P2P’s policy is to verify all changes to bank details by phone.
Please update your invoice to show the new details, or provide this by email, you can then contact the P2P office on 1800 777 723 directly, or we will give you a call when we see the change.
In most cases, missed or older invoices can be submitted as normal. It is important to keep on top of your invoices to ensure there are no issues as it is possible there will be a change in the plan, or if 2 years or more has passed since the service dates, this is no longer claimable under NDIS rules.
This depends on the issue and what information is needed to address the issue.
If P2P has been given consent to speak to the participant’s providers regarding invoice issues, P2P will contact you to address small problems such as missing information, calculation errors and small issues with NDIS claiming rules.
For issues that are related to confidential information about a participant’s plan or funding, P2P will inform you to get in touch with the participant directly.
You will need to agree on your hourly rate with the participant and their family. There are maximum amounts that can be charged for some supports and these do change from time to time. You can also find more information on the NDIS website.
P2P is unable to approve quotes or service agreements on behalf of the participant or the NDIA. It is important to discuss this directly with the participant or nominee.
However, you can still share this information with P2P, where we have consent to do so, we may be able to confirm that there are funds currently available.
General
To make a complaint or send us a compliment, you can scroll to the bottom of any page on our Website and click the Feedback and Complaints link.
It will take you to our policy and form. There is a link to an accessible version of the form. You can also send an email to manager@p2pqld.org.au or call us on 1800 777 723 Monday to Friday between 9am and 4pm.
Although Parent to Parent is not able to provide advocacy advice, we have partnered with People with Disabilty Australia to offer a free advocacy clinic.
This clinic runs on the 3rd Friday of the month. Bookings are required. For more information click here.
We have a range of volunteer opportunities based out of our Nambour office.
To express an interest in volunteering go to the Meet the Team page which is available via the About tab. Complete the form to tell us about yourself and what you are interested in.
You can also send an email to manager@p2pqld.org.au or call us on 1800 777 723 Monday to Friday between 9am and 4pm.
We come from a history of working for a group of families concerned about the future for their sons and daughters with a disability. Their goal was to support each other and to initiate positive change in the lives of people with a disability. P2P is an organisation, focused on disability and on building potential.
Our experiences and that of the thousands of families we have supported and listened to, have shown us that the path to a good life is based on quality information, having choice, and being supported and empowered to act on their own with self determination, in the same way as everyone else.
We deliver NDIS plan management which assists in accessing the whole provider market.
In our projects and planning area we walk alongside people through our peer led gatherings, advocacy events, transition planning and community festivals
For further information see What We Do at P2P
If you can't find an answer to your questions on this page you can send an email to info@p2pqld.org.au or call us on 1800 777 723.
Donations to P2P are tax deductible above $2. You can get information on this at P2P’s Give Now page.
Yes, we would love to hear from you! You can review us on Google using this link - Click here
Or if you would like to email us feedback or a testimonial you can contact info@p2pqld.org.au.
Membership
To become a member click on Assoc Membership, Become a Member and complete the online Membership Form. For more information email us at membership@p2pqld.org.au or call 1800 777 723.
Members receive special offers to events and workshops.
Regular newsletters about our projects and opportunities to participate in activities.
You can send us stories and photos to go on our website and newsletters.
You can be part of gathering information and providing feedback to the Government and NDIA about what is and isn’t working.
Be involved in working groups.
Provide advice to us on our growth and development