NDIA Accountability Project

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Add or update a provider relationship

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DOCUMENT 3

Add or update a provider relationship

SGP KP Publishing

Exported on 2025-05-11 23:18:58

Table of Contents

  1. Recent updates …………………………………………………………………………………………………….. 4
  2. Before you start …………………………………………………………………………………………………….. 5
  3. Action a provider’s proposal to add, edit or extend a provider relationship …………….. 6
  4. Add a provider relationship …………………………………………………………………………………… 7
  5. Edit a provider relationship ……………………………………………………………………………………. 9
  6. Next steps …………………………………………………………………………………………………………… 11

This article provides guidance for a planner delegate, planner (non-partnered area), review officer, complaints officer, participant support officer, access delegate, technical advisor, local area coordinator, early childhood partner, and the National Contact Centre to:

  • action a provider’s proposal to add, edit or extend a relationship
  • add a provider relationship
  • edit a provider relationship.

1 Recent updates

16 September 2024
Updated guidance to:

  • explain support coordinators and psychosocial recovery coaches (recovery coaches) are not to be added as providers and a request for service needs to be completed
  • explain participants who have Agency-managed funds to pay for NDIS supports, can accept or decline provider relationship requests in the my NDIS participant portal
  • explain participants who have Agency-managed funds to pay for NDIS supports, can change the information they consent to share with providers in the my NDIS participant portal
  • add link to new article my NDIS portal – Understand provider relationships and consent to share information.

2 Before you start

You have read and understood:

  • Our Guideline – Your plan (external)
  • article Understand provider relationships
  • article Understand sharing the participant’s plan information with providers.

You have confirmed:

  • the participant’s preferred contact method
  • the participant (or their authorised representative) would like to create a new provider relationship
  • the provider has agreed to be the participant’s registered plan manager or my provider
  • the participant has approved funding in their plan
  • the participant has given their consent to share information in their plan with the provider
  • you aren’t trying to add a support coordinator or recovery coach as a provider. You’ll need to complete a request for service instead. Go to article Complete the request for service.

3 Action a provider’s proposal to add, edit or extend a provider relationship

Registered providers and registered plan managers can send a request from the my NDIS provider portal to:

  • add a new provider relationship with the participant
  • edit the end date to end their relationship with the participant
  • extend their relationship with the participant.

Providers can only request relationships in the my NDIS provider portal with participants who have a plan in PACE, that has Agency-managed funds to pay for NDIS supports.

Participants who have a plan in PACE that has Agency-managed funds to pay for NDIS supports, can accept or decline provider relationship requests in the my NDIS participant portal. Participants can also change the information they consent to share with their providers. Help the participant do this using article my NDIS portal – Understand provider relationships and consent to share information.

Note: Provider relationship requests sent through the my NDIS provider portal for participants without my NDIS participant portal access, will be routed to the National Contact Centre (NCC) for action. Unactioned provider relationship requests sent through the my NDIS provider portal for participants with my NDIS participant portal access, will be routed to the NCC for further action after 7 days.

In the manage provider relationship case, you can review and confirm the provider’s request.

Talk with the participant (or their authorised representative) to confirm that they understand and consent to this relationship.

At the Confirm Proposal screen:

  1. Select who the relationship was Confirmed By from the drop-down options.
  2. Select the Confirmation Date using the calendar. For example, the date you spoke with the participant about the provider’s request.
  3. Select the relevant Consent Method from the drop-down options.
  4. Select the relevant Proposal Outcome from the drop-down options. Select Next.

Note: Before you select Unable to contact, follow the process in article Contact attempts and unable to contact in a manage provider relationship case.

At the Summary screen:

  1. Review the summary information to confirm the details are correct. If they are:
    • incorrect, select Previous and make any required changes
    • correct, select Submit.

At the Confirmation screen:

  1. Select Done. The case will move to the closed stage.

4 Add a provider relationship

In the manage provider relationship case, you can add a new provider relationship for a registered plan manager or my provider.

From the Person Account:

  1. Select the Cases tab.
  2. Select New.

From the New Case tab:

  1. Select Manage Provider Relationship.
  2. Select Next.

At the New Case: Manage Provider Relationship screen:

  1. Select the relevant Case Origin from the drop-down options.
  2. Select Save.
  3. Select the Manage Provider Relationship tab. Follow the Steps to add a relationship.

At the Requestor Information screen:

  1. Select who requested the relationship from the options:
    • If you select Participant go to step 3.
    • If you select Authorised Representative go to step 2.
    • If you select Provider, you can only edit the relationship. Go to section Edit a provider relationship.
  2. Select Next. At the Authorised Representative screen, select the representative’s role from the options.
  3. Select Next.

At the Request Information screen:

  1. Select the Requested Date using the calendar.
  2. Select the relevant Consent Method from the drop-down options.
  3. Select Add at Do we want to Add or Edit relationship?
  4. Select Next.

At the Select Role screen:

  1. Select the relevant Role from the options:

    • If you select Registered Plan Manager go to step 3.
    • If the participant is using a registered plan manager to help manage their plan funding, select Registered Plan Manager. Once the relationship is added they will be able to see the participant’s details, goals, plan managed supports and budget. Learn more about what registered plan managers will have access to in article Understand sharing the participant’s plan information with providers.
    • If you select My Provider go to step 2.

  2. Select Next. At the Consent to Share Plan screen, select Yes or No at Has the participant provided consent to share their plan information with the provider?

    Note: Plan information includes the participant’s goals. If you select No the participant hasn’t provided consent, you’ll change any consent previously recorded. This won’t change the consent if the provider is also a Registered Plan Manager. Learn more about what my providers will have access to in article Understand sharing the participant’s plan information with providers.

SGP KP Publishing – Add or update a provider relationship

  1. Select Next.

At the Add Provider Relationship screen:

  1. Search and add the relevant support category from the drop-down options.

    Note: Check if the participant’s plan includes Agency-managed supports including home and living, behaviour support or specialist disability accommodation (SDA). If these supports are in the participant’s plan, ask the participant about their provider. You’ll need to add them as a provider relationship. If the participant doesn’t know, make sure you add it as soon as they do. This is important so the provider can access funds.

  2. Select New.

  3. The Click New to add Provider Relationship screen will appear.

  4. Record the name of the provider in Search Providers.

  5. Select the Start Date using the calendar.

    Note: Make sure the Start Date is the same as the date when the participant tells us they started receiving services, not when the role is being created.

  6. Select the End Date using the calendar.

    Note: Make sure you select the end date for one-off supports. If the participant has confirmed that the role is ongoing, leave the end date blank.

  7. Select Save.

  8. Select Next.

At the Summary screen:

  1. Review the summary information to confirm the details are correct. If they’re:
    • incorrect, select Previous and make any required changes
    • correct, select Submit.

At the Confirmation screen:

  1. Select Done. The case will move to the closed stage.

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5 Edit a provider relationship

You can edit or end a provider relationship for an existing provider using the manage provider relationship case.

Example 1: Edit a relationship. If the participant has confirmed that they’d like the provider to continue to deliver supports, you can edit the end date.

Example 2: End a relationship. If the participant has requested a new registered plan manager, you’ll need to end the existing relationship.

Note: Participants who have a plan in PACE that has Agency-managed funds to pay for NDIS supports, can accept or decline provider proposals to extend provider relationships in the my NDIS participant portal. Help the participant do this using article my NDIS portal – Understand provider relationships and consent to share information.

From the Person Account:

  1. Select the Cases tab.
  2. Select New.

From the New Case tab:

  1. Select Manage Provider Relationship.
  2. Select Next.

At the New Case: Manage Provider Relationship screen:

  1. Select the relevant Case Origin from the drop-down options.
  2. Select Save.
  3. Select the Manage Provider Relationship tab. Follow the Steps to edit a relationship.

At the Requestor Information screen:

  1. Select who requested the relationship from the options:
    • If you select Participant go to step 3.
    • If you select Authorised Representative go to step 2.
    • If you select Provider go to step 3.
  2. Select Next. At the Authorised Representative screen, select the relevant representative’s role from the drop-down options.
  3. Select Next.

At the Request Information screen:

  1. Select the Requested Date using the calendar.
  2. Select the relevant Consent Method from the options.
  3. Select Edit at Do we want to Add or Edit relationship?
  4. Select Next.

At the Edit Provider Relationship screen:

  1. Select Edit.
  2. The Click on Edit screen will appear.
  3. If required, record the Start Date using the calendar icon.
  4. If required, record the New End Date using the calendar icon.

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  1. Select Save.

  2. Select Next.

    Note: When you end the participant’s relationship with their Plan Manager, it doesn’t automatically end all provider relationships. You’ll need to end both the Plan Manager and My Provider role. The My Provider role will have the same start date as the Plan Manager role. To end the relationship with the My Provider role, you’ll need to follow the above steps. This role is automatically created by PACE for claiming and payment purposes. The participant doesn’t need to provide consent to end this relationship.

  3. At the Summary screen, review the summary information to confirm the details are correct. If they’re:

    • incorrect, select Previous and make any required changes
    • correct, select Submit.

At the Confirmation screen, select Done. The case will move to the closed stage.

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6 Next steps

Talk with the participant:

  • to explain what happens when they end a provider relationship. For more information go to article Understand provider relationships
  • about how they can change providers (if required). For more information go to article Connect with providers
  • about how they can accept or decline provider relationship requests in the my NDIS participant portal, if they have Agency-managed funds to pay for NDIS supports. Help the participant do this using article my NDIS portal – Understand provider relationships and consent to share information
  • about how they can change the information they consent to share with providers in the my NDIS participant portal, if they have Agency-managed funds to pay for NDIS supports. Help the participant do this using article my NDIS portal – Understand provider relationships and consent to share information.

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