NDIS (Participants and their Plans) CEO Direction No.1 of 2021

The National Disability Insurance Agency has released a new CEO Direction.

This direction is part of the reform agenda in line with the Productivity Report and recommendations from the 2019 Review of the NDIS Act Tune Review (The Tune Review).

5 specific instructions align with the Tune Review.

The CEO direction will

  • Improve accountability for how the NDIA engage and work with people with disability.
  • Help the NDIA to meet participant engagement principles and service delivery standards.
  • Ensure decisions are consistent and well documented.
  • Inform participants about decisions in plain English and in their preferred format – helping them to understand why the NDIA make delegated decisions.
  • Help the NDIA to keep clearer records about the basis for decisions. 

Staff will be trained and upskilled to fully implement the CEO direction's instructions, so there is no delay in improving the participants' experience and outcomes.

Delivering on the Participant Service Charter ensures the NDIA continue to put the participant at the centre.

The CEO direction

Directions are issued from time to time to provide staff with clarity, guidance and tools to ensure they are supported in their day-to-day work.

The direction directs the staff who exercise a delegation about access or planning decision must always:

  • Follow the relevant NDIA Operational Guidelines in relation to access and planning decisions, including having regard to key performance indicator (KPI) standards.
  • Follow NDIA Standard Operating Procedures and other guidance including the use of senior planners, internal specialist advice or mandatory technical advice to improve consistency in access and planning decisions.
  • When determining reasonable and necessary supports under section 34 of the Act appropriately consider all potential supports to ensure there is no duplication by formal supports of mainstream, community, or informal supports; and that the plan represents value for money under section 34(1)(c) of the Act.
  • Record and document reasons for decisions including consideration of individual participant circumstances and justifications for variation from the Typical Support Package.
  • Following a request, provide an 'explanation of a decision' letter with the reasons for the decision written in plain English, as well as communicate in the participant's preferred format to improve the participant's understanding of how and why the NDIA has made the decision.

See the CEO direction in full at NDIS Service Charter CEO Direction

More information

No surprises from Tune Review of NDIS
Government response to the NDIS Tune review 
NDIS Reforms - Have Your Say

Contact the National Disability Insurance Agency (NDIA)

Phone: 1800 800 110
Web: www.ndis.gov.au

Or read our full directory listing.


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