Platform Providers are a service that is used by many participants to link with independent support workers. Workers can register their information on the platform and participants can view and book supports via the online site. It can be a convenient option for many people, but there are some things you need to keep in mind when using these supports to make sure it is the right choice for you.
A Guide to using Platform Providers
What are Platform Providers?
A platform provider is an online service that charges a fee to connect participants with independent support workers. Some examples of common Platform Providers are Mable, Hire Up and Kynd.
This Platform allows support workers to advertise their services, rates and availability and participants can link with the worker and arrange supports. The Platform will handle the billing for the worker and submit claims to the Plan Manager.
Who is involved when you use a Platform Provider?
You: the NDIS participant.
The Platform Provider: this is the company that links you to different workers. They do not provide any support to you directly.
The Worker: this is the support worker or other support provider who gives you the service.
Why would I or a support worker choose to use a Platform?
There are some benefits for participants and for providers. For example, it might be an easy way for participants to link with independent providers who are not a part of an organisation. You may be in an area where there are not many organisations with availability.
For the support worker, it may be easier for them to keep track of their charges and have assistance with their invoicing and creating service agreements. If the person is not confident with the administration side, the fee charged might be worth it.
What are some things to think about when using this type of support?
There are some things to think about when using this type of service to make sure that it is the right choice for you.
Read below for some examples of things you might like to think about when choosing to use a Platform provider for some or all of your supports.
Additional Fees
- The platform provider will charge an additional fee from your NDIS plan for their services. This is usually added to the service provider’s hourly rate, but the Platform provider can choose how this is charged. The hourly rate you pay still needs to meet the prices set by the NDIA, so it is important to check that there are no out of pocket costs for you if it cannot be claimed fully from your funding
- If your support worker uses a Platform, the fees may look like this example:
- The advertised hourly rate is $65 per hour – this is the rate that you pay.
- Your support worker is paid $59 per hour
- The Platform Provider keeps $6 per hour – this is the fee for using their platform.
- The fees can be complex, if you choose to use a platform provider, make sure to read the information about fees and ask questions if you need help.
Quality and Training
- Platform Providers may not require specific or relevant training to be completed before the worker can register on their platform.
- Platform Providers set their own rules and requirements for the workers who register. Many will perform assessments of the workers registered on their platform. It is essential that you communicate your expectations around training and service delivery with any workers you choose.
- If something goes wrong, Platform Providers will have a feedback and complaints policy for reporting issues.
Security Vetting and Screening
- Most NDIS service providers are required to complete security checks and screening before they can work with people with a disability. The minimum requirement is a NDIS worker screening check.
- This is not currently a requirement for non-registered providers which currently cover a lot of Platform Providers. You may find that the Platform Provider has their own security checking process that is separate from the requirements of the NDIS. It is important that you check this with the worker when you make an agreement.
The Responsibilities of you, the Platform Provider and the worker
- Read below for a summary of the different responsibilities for each person involved when using a Platform Provider:
- Participant: Participants must provide accurate and up-to-date details about their NDIS plan and ensure services meet their goals and funded supports. They should verify that support workers have the right insurance and meet tax requirements, and approve payments only for valid claims.
- If there are concerns, participants should share feedback or make a complaint to the platform provider.
- Worker: Support workers must provide quality services that match the participant’s NDIS plan, submit accurate invoices, and follow NDIS rules. They must have proper insurance, such as public liability and professional indemnity, and meet tax obligations, including reporting income correctly.
- Clear communication and addressing issues quickly are also important responsibilities.
- Platform: Platform Providers must ensure the system is easy to use for scheduling, invoicing, and payments, and that it meets NDIS rules. They must check that support workers have valid insurance (like public liability and professional indemnity) and provide clear information about tax requirements. Providers also need to keep accurate records, offer support to participants, and help resolve any disputes.