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For participants

This page is for you

Whether you’ve just been approved for the NDIS, recently received your first plan, or are looking for a new provider, this page covers what you need to know, in plain language.

Where do I start Know your rights

When to start Your rights Your plan Your team Choosing a provider First steps Get the most

Start here

Where are you in your NDIS journey?

Everyone’s situation is different. Tell us where you’re at and we’ll show you the most relevant next steps.

Welcome. Getting approved for the NDIS is a big moment and it can feel overwhelming to know what comes next. This guide will walk you through the first things to focus on, in the order that makes sense.

Connect with an LAC

A Local Area Coordinator will reach out after your approval to help you prepare for your planning meeting. Don’t wait, you can contact them first.

Think about your goals

Your NDIS plan is built around your goals, what you want to do, learn, or achieve. Start jotting them down before your planning meeting. Big or small, they all count.

Attend your planning meeting

This is where your NDIS plan is created. You can bring a support person, family member, or advocate. Come with your goals and a list of supports you think you’ll need.

Review your plan

Once approved, read your plan carefully. Check that your goals are reflected and your funding looks right. You have the right to request changes if something isn’t correct.

Connect with providers

Once you have a plan, you can start choosing the providers who will deliver your supports. including Mercy Connect.

You have a plan, now it’s time to put it to work. Here’s what to focus on to make sure you’re getting the most from your funding.

Review what’s in your plan

Make sure you understand each budget category and what it covers. If anything is unclear, your Support Coordinator or plan manager can help explain it.

Connect with the right providers

Your plan gives you choice and control. Take your time finding providers whose values and approach feel right for you, you’re not locked in.

Set up service agreements

Each provider you work with will ask you to sign a service agreement outlining what they’ll deliver and at what rate. Read these carefully before signing.

Track your spending

Keep an eye on your budget as you go. Your plan manager or myplace portal can help you see what’s been spent and what’s remaining.

Prepare for your plan review

Plan reviews happen at least annually. Start thinking about what’s working, what’s changed, and what you want in your next plan.

Switching providers is your right, and you don’t need a reason. Here’s how to make the transition as smooth as possible.

Review your current service agreement

Check the notice period in your existing service agreement, most require 2–4 weeks’ notice. You’ll need to give notice before you can formally end the arrangement.

Have an honest conversation

If it feels safe to do so, you can let your current provider know you’re planning to move on. This gives them the chance to address any issues if that’s what you want.

Find your new provider

Research potential providers, ask questions, visit if possible, and make sure they have capacity to support you before you commit to switching.

Overlap carefully

If possible, arrange a short overlap period so your new provider can get to know you before the old arrangement ends. This is especially important for daily support.

Update your plan manager or NDIA

Let your plan manager or the NDIA know about the change so payments can be redirected to your new provider correctly.

Your rights as an NDIS participant

The NDIS is built on the principle that people with disability have the same rights as everyone else, including the right to make decisions about their own lives. These are not aspirations. They are your legal rights.

Choice and control

You choose who supports you, when, where, and how. Your NDIS plan is yours, providers work for you, not the other way around.

Privacy and dignity

Your personal information is protected. You have the right to be treated with respect and dignity in all interactions with providers and the NDIA.

To be heard

You can raise concerns, make complaints, and request reviews of NDIA decisions. You always have the right to involve an advocate.

To change your mind

You can change providers, request a plan review, or change how your funding is managed at any time. You are not locked into any arrangement.

To bring a support person

You can bring a family member, friend, or advocate to any meeting with the NDIA or your providers. You never have to navigate this alone.

To see your records

You have the right to access information the NDIA holds about you. If you believe information is incorrect, you can request that it be amended.

The NDIS Practice Standards

All registered NDIS providers, including Mercy Connect, must comply with the NDIS Practice Standards. These set out the quality and safety expectations for every provider, and underpin your rights as a participant.

Read the practice standards

Need independent advocacy support?

Disability advocacy services are free and independent, they work for you, not the NDIA or your provider. They can attend meetings with you, help you appeal decisions, or simply help you understand your options.

Find an advocate

Understanding your NDIS plan

Your plan is a personalised document that outlines your goals and the funding allocated to support you in achieving them. Understanding what’s in it, and what you can use each part for, is the key to getting the most from the NDIS.

Core Supports

Most flexible

Funding for everyday help: personal care, household tasks, transport, and community participation. Core is the most flexible budget, unused funds can often be moved between Core line items.

Capacity Building

Goal focused

Funding to build your skills and independence over time: therapy, support coordination, employment support, and training. This budget does not flex with Core, it’s tied to specific categories.

Capital Supports

Least flexible

Funding for significant purchases: assistive technology, home modifications, and specialist disability accommodation. Capital funds can only be used for the specific item they were approved for.

What to check in your plan

Your goals are written the way you want them

Your funding amounts look correct for your needs

Support Coordination is included if you need it

Plan management is included if you want it

Your plan start and end dates are correct

You understand how each budget category can be used

If something doesn’t look right – You can request an internal review of your plan if you believe your funding is incorrect. Do this within 3 months of receiving your plan. A Support Coordinator or advocate can help you prepare a review request.

Who’s in your support team?

As an NDIS participant, you’ll interact with different types of people, each with a different role. Understanding who does what helps you know who to contact when you need help. Click on each role to learn more.

Choosing a provider, what to look for

The NDIS gives you the right to choose your own providers. Take that seriously, the right provider makes a real difference. Use this checklist when evaluating potential providers.

Provider checklist

7/7 checked

Are they registered with the NDIS?

Registered providers meet quality and safety standards set by the NDIS Commission. Required if you’re agency-managed.

Do they have experience with your disability type?

Different providers have different areas of expertise. Ask specifically about their experience with your support needs.

Do they have capacity in your area?

Not all providers service all areas. Confirm they can support you in your location before you get too far into conversations.

What does a typical service agreement look like?

Ask to see a sample agreement before signing anything. Check the notice period, cancellation policy, and rates.

What happens when your regular support worker is unavailable?

Illness and leave happen. Ask about their backup and continuity arrangements.

How do they handle feedback and complaints?

A good provider will have a clear, accessible complaints process and will welcome your feedback.

Can you meet the team before committing?

For personal supports especially, the relationship matters. A good provider will encourage a meet-and-greet before you sign anything.

Want to check us out first?

We encourage prospective participants to meet our team, visit our homes, and ask us anything before making a decision. No pressure, ever.

View our accommodations

Your first steps with Mercy Connect

If you’re thinking about working with us, here’s what that process looks like, from first contact to supports in place. No paperwork, no commitment. We believe in transparency from the very start.

Book a free consultation

Call us, book online, or ask your Support Coordinator to make a referral. A friendly team member will be in touch within one business day.

We listen and find the right fit

We’ll ask about your situation and goals, and suggest specific services or homes that suit you. If we’re not the right fit, we’ll say so honestly.

We set things up

We’ll prepare a service agreement, introduce you to your team, and make sure the transition into our services feels comfortable and unhurried.

We never pressure anyone to commit. If you’re not ready, that’s completely fine. We’d rather you feel certain than rushed. Come back when the time is right.

Getting the most from your NDIS plan

Your NDIS plan is a tool, the more actively you engage with it, the better it works for you. Here are six things that make a real difference.

Keep a support journal

There are no silly questions in the NDIS. Ask providers, LACs, Support Coordinators, and the NDIA directly. You deserve clear answers.

Check your budget regularly

Check your spending regularly via myplace or your plan manager. Catching overspend early is much easier than running out mid-plan.

Start plan review prep early

Start thinking about your next plan 2–3 months before it expires, not the week before.

Speak up if something isn’t right

If a support isn’t working, tell your provider. If they don’t respond, contact your Support Coordinator or the NDIS Commission.

Use an advocate if you need one

Disability advocacy services are free and independent, they can help you navigate difficult situations or appeal NDIA decisions.

Always ask questions

There are no silly questions. Ask your provider, LAC, Support Coordinator, or the NDIA directly. You deserve clear answers.

PLAN REVIEW PREP

Getting ready for your annual plan review

Your plan review is your chance to make sure your funding reflects your actual life. Come prepared.

Before your review, ask yourself:

Have my goals changed since my last plan?

Did I use all my funding? Or run out?

Are there supports I need that aren’t currently funded?

Is my current Support Coordination working well?

Have my living situation or support needs changed?

Are there any new goals I want to add?

Bring to your review meeting:

Evidence of progress toward your goals

Notes on what supports worked and what didn’t

A list of any new or changed support needs

Reports from therapists or allied health professionals

Your Support Coordinator or an advocate (if helpful)

A list of questions you want answered

Resources for participants

Helpful documents, guides, and links, all in one place.

Mercy Connect resources

External resources

External Link

NDIS website — For Participants
The official NDIS participant hub — eligibility information, plan guidance, and your rights under the scheme.

Visit link
External Link

myplace participant portal
Log in to view your NDIS plan, check your budget, manage providers, and track your spending.

Visit link

Need an interpreter?

NDIS participants can access free interpreting services through TIS National for NDIS-related conversations. Call TIS National on 131 450 and ask them to connect you to Mercy Connect, or let us know when booking and we’ll arrange it for you.

TIS FAQ

Also on the NDIS section

For Families & Guardians

Guidance for family members and carers navigating the NDIS on behalf of a loved one.

What is NDIS?

The basics, who it’s for, what it covers, and how to apply.

FAQs

Answers to the most common questions about the NDIS and Mercy Connect’s services.

Downloads & Policies

Price guides, policy documents, and participant resources all in one place.

Need Support?

Let’s find the right fit for you

A free, no-obligation consultation with our team. Tell us about your situation and we’ll guide you from there, at your pace.

Call us — 02 6043 3500

Not sure what you need?

This page is for you

Where are you in your NDIS journey?