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Customer Charter

Customer Charter

As our customers are our number one priority, we have created a Customer Charter which consist of our 8 commitments to our customers.

The Charter is the foundation of everything we do for you.


You can see exactly how your budget is tracking at any time. You are always in control.

You can log in to your own online Plan Partners Dashboard 24/7. Each month we will send you a statement showing how your NDIS budgets are tracking. 

You can contact us over the phone, by email or by writing to us. If you send an email to our customer service team, we will get back to you within 2 working days and be consistent and fair in the way we respond.


You don’t need to worry about your service providers being paid, as we process invoices promptly. They usually get paid within 7 business days.

We have a large list of NDIS registered and non-registered service providers. We are always adding to it and making sure it is correct. We talk to our customers to find out what they like and don’t like about their service providers, and we use that information to build a better network for you.

We keep your information at hand so we can move quickly when you contact us and focus on what you need. If our customer service team member can’t help you, a State Manager will be available to talk to you.

Our aim is to keep our customers happy. At least once a year, we will ask you how we are doing in a survey. We will use your feedback to improve what we do.

We only consider your needs when we advise you on how to spend your funds or select your providers. We don't take payments from anyone else or provide NDIS-funded services other than Plan Management and Support Coordination. We will also handle your personal information with care, in accordance with our Privacy Policy

You can count on us to have a deep and up-to-date knowledge of the NDIS, the disability community, Plan Management and Support Coordination.

All our people spend at least 20 hours each year learning and developing their skills through professional development. We also encourage our people to volunteer. We offer them 2 days extra paid leave each year to volunteer in the disability community.


We are always talking to and working with members of the disability community, the NDIA and the government to make the NDIS a success.

We will share our knowledge of the NDIS by taking part in at least 10 industry expos and events each year and publishing at least 2 articles each month to help educate people about how to make the most of the NDIS.


You can hold us to the promises in this Charter. We will regularly check our performance against these commitments and will get an independent auditor to review us each year, starting in June 2019. We will publish each years’ results on our website so you can see how we are going. If we do not meet the standards in this Charter, we promise to donate $5,000 to a good cause. We will get a disability advocacy organisation to help us choose a cause that will benefit people with a disability.

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