Help
NDIS Website Frequently Asked Questions?
Questions about payments
Q. How do I know how my participant’s NDIS plan is managed?
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.
Q. I’m a participant and I need to know how much funding is in my Consumables budget. How do I check this before I place an order?
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.
Q. I self-manage my NDIS plan and I placed my order. What happens next?
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.
Q. I support several participants. Do I need a new account to order on behalf of each participant?
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.
Q. I’m a support coordinator with a caseload of participants whose plans are all managed in different ways. How do I order on the website?
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.
Q. I’m a support coordinator ordering on behalf of a participant. Can I also ask to receive emails, as well as the participant, when the order is delivered?
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.
Q. I’m placing an order for a Plan Managed participant, but I can’t find their Plan Manager in the drop-down list. Can I still order?
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.
Q. I’m a participant who has changed Plan Managers since my last online order. How does this work for my new order?
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.
Q. Should I tell BrightSky if I’ve changed Plan Managers?
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.
Q. I’m the participant and I changed how my plan is managed since my last order (e.g. from Self-Managed to Plan-Managed). How does this work for my new order?
A. That’s OK! At the time of placing the order, choose the option that applies. This is the same even if you haven’t ordered online before.
We respect that participants will choose to change how their plan is managed and who pays invoices. This is why our online ordering system is flexible. Sometimes we may need to verify the details of how the plan is managed before we can process an order.
Q. I’m a new Plan Manager organisation -how can I be added to your drop-down list at Checkout?
A. Contact our Customer Support team at: ndis@brightsky.com.au so that we can search for the Plan Manager details and add the details into our system if needed.
Q. I’m an existing Plan Manager working with BrightSky, but my details are incorrect on your drop-down list.
A. Contact our Customer Support team at: ndis@brightsky.com.au so that we can find out more and update our system.
Q. Can I cancel or amend my order?
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.
Q. What credit cards do you accept?
A. When shopping on the BrightSky NDIS webstore, you can pay by credit card (Amex, Visa, Mastercard and Diners Card) or a valid debit/credit card. This applies if your plan is Self-Managed.
Your payment will be received in a different way if your plan is Agency Managed -please see below.
Q. For Plan-Managed participants, what happens after the order is placed?
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.
Q. I’m a participant and my order has been delayed because the Plan Manager needs some information. What should I do?
A. We encourage the participant or support coordinator to contact the Plan Manager to resolve the issue. BrightSky can dispatch the order after payment is received from the Plan Manager.
Q. My participant’s plan is Agency-Managed (or NDIA-managed). How will payment be received?
A. If the participant’s plan is Agency-Managed, we will complete a service booking. This means we access the NDIA’s system PRODA to receive the funds in the Consumables budget of the participant’s NDIS plan, and then process the order.
We will email you if the service booking is not successfully processed by the NDIA, and request you work with the NDIA to resolve the issue. Once this is resolved, please email us and we will attempt to access the NDIA system again.
Q. I have a question about an invoice for an online order. Who can I contact for help?
A. Please email our Accounts team at accounts@fas.org.au.
All remittances should be sent to remittances@fas.org.au for payment allocation.
Q. What do I do if I have Feedback or a Complaint?
A. Please refer to the Feedback or Complaints page.
Still can’t find the answer you’re looking for?
Please call our Customer Support Team on 1300 886 601 Mon to Fri 8:00 AM – 5:00PM AEST (excluding National & NSW Public Holidays) or email us ndis@brightsky.com.au