Frequently asked questions

Is ELS an NDIS registered provider?

Yes, ELS is fully registered with NDIS, to provide all the services listed on Our Services page.

What are the types of supports ELS provides to people with disabilities?

We specialise in Plan Management, Support Coordination, SIL & ILO supports to people with disabilities, who are NDIS participants.

Check Our Services page to find out more about our services that we can provide.

Do I have to pay any out of pocket fees for services at ELS?

If you are an NDIS participant, you will pay no out of pocket fees if you choose ELS to provide you services for your disability support needs.

We are fully registered and you are covered by your NDIS funding budget.

Is there a limit to the charges that ELS quotes for its services?

Yes, our service charges will not exceed the price rates stipulated in the NDIS price guide.

What if I am not yet a participant of the NDIS, can I still receive your services?

If you do not receive NDIS funding, or are in the process to register yourself as a participant of the scheme, ring us to know more on how we can assist you. We can also assist you with the process of your application to NDIS.

What are the few things I can ask a provider to ensure that they are better fit to provide me a good service?

Few things that you may ask the providers you speak to in regards to your NDIS services are -

  • Whether they are registered with NDIS? (if you are self or plan managing, you do not have to worry as in thsi case, you may choose unregistered providers as well).
  • What process are followed by the provider when providing you with the services?
  • What is the experience of the team and the provider in disability or other care industry?
  • Whether their support staff are screened appropriately?
  • if their service agreements are easy to understand and outlines all support details?
  • How can the provider best tailor their supports to help meet your goals?

What is the NDIS participant portal?

NDIS participant is provided with a unique code so that it can be used to login to the NDIS participant portal using your mygov account. This is provided to you as a user/participant of the scheme. With the access to the portal, you get to see all the information regarding your NDIS plan, that includes your plan budget and expenditures and your goals.

In order to get this access, you may have to request a linking code to NDIA. This may be provided to you electronically, over the phone or sent via mail. Once received you can then create a login if new to mygov or login to mygov and link up NDIA as an agency with your mygov account, so that you can access the participant portal.

How long do my NDIS support plan last for?

Your plan will last for 1 year to 2 years depending on your circumstance and situation. Your NDIS plan expiry is stated within your plan document. You can always ask for a plan review early if there is a change in your circumstance. Ring 1800 800 110 (NDIS helpline). Check our blog on NDIS plan review process for more information.

What if I need to change or review my plan and I have still 6 months left on my plan?

You can speak to your support coordinator or ring NDIA directly on 1800 800 110 and explain to them your requirements.

What is the difference between plan managed and agency managed plan?

If your ndis plan is agency managed, you can choose and receive services from NDIA registered Organisations/Companies only. With agency managed funding plan, you may have reduced flexibility in terms of choosing the providers.

If your ndis plan is plan managed, you get greater flexibility to choose your service providers. That means you can also receive services from providers that are non-registered providers. This option certainly adds greater flexibility to your plan as you can choose any provider of your choice.

With this option you get a plan manager funding to hire a plan manager, who can then assist you with paying invoices you receive for services from non registered providers. A plan manager can also assist you with record keeping of your plan related expenditures and keeps a check on your plan expenditure, to keep you on track. See more information on our plan management page here.

What is the difference between self-managing and plan managing my NDIS plan?

If your plan is a self-managed plan, you will be responsible for all payments, budget tracking and record keeping. If your plan is set for Plan Managed, there will be a plan manager company that will make the payments of NDIS services for you and will report you the budget tracking and record keeping. This category still gives you the flexibility to choose between registered and non-registered providers

What is the difference between self-managed plan and an agency managed plan? ​

In Self-managed plan the providers you choose for support provision can be both registered and unregistered providers. It gives you greater flexibility. In this model you will have to make claims from NDIA portal on your own and pay to the service providers. You may have to keep track of budgets and must keep records for the expenses.

Can I hire providers that are not registered with NDIA?

Yes, only for the provision of supports with in your plan, that are stated as plan managed or self-managed. That means you must be either self-managing your NDIS Plan or you may have a plan manager, in order for you to use Non registered providers

Can the workers or companies that are non-NDIS registered follow NDIS price guide rates?

NDIS Price guide benchmarks are strictly applicable to registered NDIS providers. While choosing or selecting non registered providers, prices may vary based on type of service and agreement between parties however it is best to check the price guide to get an idea of the indicative unit price and negotiate the prices at or below the NDIS price guide benchmark.

What is the minimum that I can do to ensure the safety and quality of my supports if I am self-managing my plan?

Ensure that you check and employ workers who have all the necessary screening and checks done. Expect your workers you hire maintain currency of checks by renewing their checks at the expiry. It is the requirement for all registered and unregistered providers to fully comply to NDIS code of conduct at all times.

Do I have to follow the workers screening process if I am self or plan managing my NDIS plan?

Yes, it is advisable and is a best practice to ask for a worker screening check (police check) or any other checks applicable under relevant state law. This practice provides you with the peace of mind in employing right candidate and ensuring safety while receiving services.

What if I have a complaint for my service?

Organisations have their own process of handling complaints. As part of NDIS registration all NDIS Service providers must comply with NDIS rules and act promptly to complaints. In case if you are still unhappy with the outcome after the provider have dealt with your complaint you can always go to ndis or external agency for further help. Your current provider must support you to escalate the complaint to NDIS commission.