FAQs

Plan Management - Participants

How do my support workers or providers get paid?

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.

I want to pay for an NDIS support myself, can I be reimbursed?

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.

Do you provide support workers, or information on how to find them?

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.

I think I need an early review, what do I do and can you help?

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.

Does the NDIS complete reviews of my claims?

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.

What happens if I am running out of funding?

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.

Can we use funding from the new plan to pay outstanding invoices where the support dates fall under the previous plan?

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.

What happens if there are outstanding invoices to be paid from my plan?

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.

If my plan is extended or a new plan starts, do I need to do anything for P2P to continue paying my invoices?

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.

What happens if there is a problem with my invoice?

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.

Why was my claim not able to be paid?

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

Do you use software to track my funds and claims?

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

What information can I see and access in the Planability Participant platform or app?

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.

I have funding periods in my plan, how can I use Planability to keep track of my funding period balance?

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.

I have received a plan report, where can I find more information on how to read this?

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

What information is there in my plan and how do I understand it?

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.

How much flexibility is there in my plan budget?

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.

What Is a Stated Support?

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.

What is a funding period?

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.

When Do Funding Periods Apply?

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.

How do funding periods impact my plan and funding?

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.

Plan Management - Sign up and Intake

How do I sign up for Plan Management?

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.

Do you need a copy of my plan?

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

What is an endorsement?

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.

How do I endorse P2P as my plan manager?

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.

Do you charge anything extra for plan management?

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.

Where are you located? Can I come in and meet you?

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.

I have questions about Plan Management, who can I talk to?

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.

Is P2P NDIS registered?

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.

Can I change to P2P from another plan manager?

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.

How long does it take for my workers to get paid by you?

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.

Do you have an app or participant platform that I can use to see my budget and claims?

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.

I want to approve my invoices before they are paid, is this possible?

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.

How can NDIS funds be claimed and what does plan management allow?

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.

My plan is NDIA managed or self managed, how do I change to Plan Management?

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.

Can I have both NDIA managed/self managed and plan managed supports?

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.

What if I want to cancel plan management services?

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

I am an NDIS Support provider, what email address do I send NDIS invoices to?

NDIS support invoices can be emailed to ndisfinance@p2pqld.org.au

What information do I need to include on my invoice to get paid?

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.

What is a valid NDIS claim and what do I need to consider when invoicing?

You can read more information about valid claims and even complete a checklist to ensure all the information is provided.

What format should I send my invoice file in?

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.

What should I do if I think my invoice has been misplaced?

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.

I need to change my contact information, how can I do this?

Please let us know of the changes to your contact information by email or phone.

I need to change my bank details, how can I do this?

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.

Can I submit old invoices which were missed?

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.

What happens if there is a problem with my invoice?

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.

How do I find out what price I should be charging?

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.

Can you approve my service agreements or quote with the participant?

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.

P.A.T.H

What is a 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.

How do I book a P.A.T.H.?

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.

Can I pay for a P.A.T.H. from my NDIS plan?

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 & Workshops

How do I find out about 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.

Can I request a workshop or event?

Yes!

We can accommodate a range of event or workshop request.

Fill out our contact form here

Or ring us on 1800 777 723.

General

How do I make a compliment or complaint?

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.

I need help with advocacy, can P2P help me?

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.

How do I find out about Volunteering opportunities?

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.

What does P2P do?

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

Can you help me find answers to my questions?

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.

How do I make a donation?

Donations to P2P are tax deductible above $2. You can get information on this at P2P’s Give Now page.

Can I leave a review or testimonial?

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.

Information and Referrals

I need help with a referral to a service provider. Can you help me?

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.

I need to speak with an advocate for some advice

Contact P2P to enquiry about our free advocacy clinic in partnership with People with Disability Australia. Or read more here.

I have a disability and I want to learn more about self advocacy. Where can I go?

Loud and Clear QLD is a self advocacy group based on the Sunshine Coast.

The group has members of all ages and everyone is welcome. If you would like to learn more you can read about it here.

I want to improve my knowledge of the NDIS, can P2P help?

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.

Do you have resources or pamphlets that I can use?

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.

Membership

How do I become a member?

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.

What do I get as a member?

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