NDIS Website Frequently Asked Questions?

A. You’ll need:
• A web account on the BrightSky NDIS website. You’ll need this even if you already have an account on the BrightSky website.
• Your NDIS number or the participant’s NDIS number, date of birth and delivery address
• Funding in the participant’s Consumables budget in their NDIS Plan, or a credit card for payment.
• Information on how the participant’s plan is managed – either Self-Managed, Agency (NDIA)-Managed, or
Plan Managed. If the plan is Plan Managed, you’ll need to provide the details of the Plan Manager
(the organisation who is paying invoices).

A. There are three ways to manage NDIS funding:

• Agency-managed (also called NDIA managed) – the NDIA pays the participant’s providers on their behalf, and your providers claim payment from the NDIA, using funding in the participant’s plan
• Self-managed – the participant receives the funds to pay their providers directly, for all or part of their plan
• Plan-managed – the participant uses a Plan Manager, an individual or organisation who pays providers and helps keep track of the participant’s funds.

A. Participants can access the myplace portal where you can access NDIS information, including your current and previous plans. Click here for more information on the myplace portal.

A. Search the item you would like to purchase by either browsing through our categories or searching based on a keyword of your choice. If the product is currently available, you will see a 🟢 In stock symbol and you will be able to add the item to your cart. If the item is currently unavailable, you will notice a 🔴 Out of stock symbol, but you can enter your email address to be notified when the product becomes available to order.

A. After you pay for your items, we’ll make sure that your payment was received. We will then process your order and email you an invoice and the delivery details.

A. Yes! Online ordering for Plan Managed Participants is now here. You’ll need to provide us with the details of the current Plan Manager at Checkout. Please refer to our FAQs for more information.

A. You’ll need to create an account on the BrightSky NDIS website to place an order for the participant. This is your account and belongs to you, not to the participant you’re ordering for. 

A. The participant or anyone on their behalf, who creates an account, can place an order. This could be the participant, family member, carer, support worker, support coordinator or treating health professional.

A. No. Your account belongs to you – not the participant. Once you have an account, you can place an order for each participant. You’ll just need to tell us how each participant’s plan is managed, as part of Checkout for each order.

A. This could happen. If there is a support coordinator working with a participant, it is their responsibility to help participants connect to supports. A support coordinator might place an order for the participant, or know who is placing their order – e.g. a participant may choose to place their own order.

A. After you are logged in to your account, you can place an order for each participant. As part of each order, you’ll need to advise at Checkout how the participant’s plan is managed.

It’s important to make sure the correct payment for the order is received to prevent any delays in processing the order.

A.We collect the participant’s email address as part of Checkout. The participant will receive an email when the order has been placed.

A. Not right now. However, the support coordinator could list their email address instead of the participant’s email address in the “Participant Details” section at Checkout. The support coordinator will then receive all notifications relating to the order, including dispatch and delivery information, and is responsible for informing the participant.

A. Select the last option available, “Plan Manager is not listed here”. You can still place the order. If a Plan Manager is listed on our system, we’ll process the order, and our Customer Support team may need to contact you to check some information before the order is processed.

A. For each order, you’ll need to confirm whether the plan is Plan-Managed and the details of the Plan Manager in our drop-down list. You can choose the new Plan Manager from our drop-down list when you order.

We respect that participants will choose to change service providers and Plan Managers. This is why our online ordering system is flexible. Choosing the Plan Manager is specific to each order.

We may need to verify the Plan Manager details before we process an order. We encourage the participant, support coordinator, family member or carer to advise us of any changes so that there are no delays in our ability to process an order.

A. Yes. We would like to know of any changes, and we respect that participants will choose to change Plan Manager, as with any other supports.  You can let us know of any changes by emailing our Customer Support team at: ndis@brightsky.com.au.

Advising us of changes allows us to process your order more quickly. It’s important to make sure the correct payment for the order is received to prevent any delays in processing the order. 

A. Yes. All orders will require you to advise what type of packaging you require for your order. This will be specified in our Checkout section.

A. Yes. At the checkout page, you can provide additional delivery details including name and address details.

A. We aim to commence processing your order as soon as it is received therefore, unfortunately, you cannot cancel or amend an order once it has been submitted. If you do require an urgent amendment please contact our Customer Support Team on 1300 886 601 and have your Web Order number handy for our team to check the status of your order.

A. We’ll provide a proforma invoice to the Plan Manager for payment. The order will be dispatched after payment is received from the Plan Manager. 

If the participant needs to provide information to the Plan Manager, we encourage this to happen quickly. It’s important to make sure the correct payment for the order is received to prevent any delays in processing the order.

A. We estimate it will take between 3-10 business days once your order has been successfully placed to arrive depending on your location.

A. At this time BrightSky does not offer a Click and Collect Service. The retail shop located at 6 Holker St Newington NSW 2127 is now CLOSED until further notice. All orders will be despatched and delivered to you via our freight partner.

A. After placing an online order, the participant will receive a Sales Order confirmation by email to confirm that the order has been received.

Self-managed participants will receive a Tax Invoice for their order via email from Forward Ability Support Accounts Department. For Agency-Managed and Plan Managed orders, payment will be made by the NDIA or Plan Manager.

Once the order has been packed and has left our warehouse, the participant will receive tracking details via our freight partner, who will provide the estimated arrival details.

A. Please refer to the Feedback or Complaints page.