Protecting your NDIS funding from scams: Simple checks for participants, representatives and providers
Emails are an important way for participants, providers and Plan Managers to communicate. Scammers often target emails and can make fake emails and invoices look genuine. They may copy a provider’s logo, use a similar email address or gain access to a real email account. They may also change the bank details on an invoice so the payment goes to the wrong account.
Whether you receive a suspicious email or think someone has accessed your own account, stopping to check can help protect your NDIS funding.
Scam emails and altered invoices can look genuine. A changed bank account number may be the only warning sign, so it is important to stop and check anything unusual.
For participants and representatives
Before you approve an invoice
Take a moment to check:
- Do you recognise the provider and remember receiving the support?
- Are the service dates, hours, rates and total amount correct?
- Have you seen or approved this invoice before?
- Is anything unfamiliar or unexpected?
If something does not look right, do not approve the invoice. Contact your Plan Manager so we can review it with you.
If you receive a suspicious email
Be careful with emails that:
- Pressure you or threaten fines or account closure.
- Ask you to click an unexpected link or open an attachment.
- Ask for your password, security code or personal information.
- Come from an email address that does not quite match the organisation’s usual address.
Check the sender’s full email address, not just their name. If you are unsure, contact the organisation using a phone number you already trust, not the number in the suspicious email.
If someone may have accessed your email account
If you believe your email account has been hacked, please notify P2P immediately. Someone with access to your email may be able to view personal information, impersonate you or attempt to approve invoices without your knowledge.
Change your email password, sign out of all sessions and turn on multi-factor authentication. This adds an extra security check when you sign in. Check that your recovery phone number and email address are still yours, and look for settings that forward your emails to an unfamiliar address.
Use Planability to keep an eye on your plan.
The Planability portal and mobile app allow participants and authorised representatives to view invoices, monitor budgets and funding periods, check monthly statements, and approve or reject claims when invoice approval is enabled.
If you would like to be notified to approve all claims, ask P2P about Pay on Approval (POA). With POA, invoices are sent to you or your authorised representative for review before P2P processes them. Approval requests should be reviewed promptly, as invoices remain on hold while awaiting a response.
For NDIS Providers
If your business email or invoices may have been affected
Tell P2P as soon as possible if:
- Someone may have accessed your business email without permission.
- Emails or invoices have been sent from your account without your knowledge.
- Your business, contact or bank details have been changed without permission.
- An invoice has incorrect bank details.
Secure your email account straight away. Change your password, sign out of all sessions, turn on multi-factor authentication and check for unfamiliar forwarding settings or recovery details. Ask your IT support for help if needed.
How P2P checks changes to bank details
When P2P receives new provider bank details, we verify the change by phone using contact information we have independently checked.
This may briefly delay payment, but it helps protect participants and providers from payments being sent to a scammer.
Simple habits that help everyone
- Use a strong, unique password for your email.
- Turn on multi-factor authentication.
- Never share passwords or security codes.
- Check unexpected requests through a trusted contact number.
- If money may have been sent to a scammer, contact your bank immediately and let P2P know.
Stop and check before you respond. A quick question or phone call may prevent NDIS funds from being sent to the wrong account. Contact the P2P Plan Management team on 1800 777 723 or at ndisfinance@p2pqld.org.au if you notice anything unusual.
If you feel you need someone to help you with your NDIS journey then talk to your myNDIS contact or planner or go to https://www.ndis.gov.au/understanding-ndis/people-help-you on the NDIS website for further information.