Re: Further follow up: Request for assistance please: stated supports [SEC=OFFICIAL] — Hayley to SIEROTA, Carly et al. (Mon 28/04/2025) | FOI release material

GR Outlook FOI 24/25-1870 DOCUMENT 22

Re: Further follow up: Request for assistance please: stated supports [SEC=OFFICIAL]

From = Hayley redacted: s22(1)(a)(ii)-irrelevant material

Date Mon 28/04/2025

To SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material; Annie redacted: s22(1)(a)(ii)-irrelevant material; Kathryn redacted: s22(1)(a)(ii)-irrelevant material

Cc Stephen redacted: s22(1)(a)(ii)-irrelevant material; Matt redacted: s22(1)(a)(ii)-irrelevant material; Cath redacted: s22(1)(a)(ii)-irrelevant material

Hi Carly,

Thanks for the email.

Yes of course, Matt | will reach out today to discuss.

We can look at next steps, the right approach, and who we need to engage to progress.

Thanks,

Hayley

Hayley redacted: s22(1)(a)(ii)-irrelevant material

Assistant Director — Scheme Communications and Awareness Strategic Communications

National Disability Insurance Agency E redacted: s22(1)(a)(ii)-irrelevant material

Delivered by the

National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material

Sent: Monday, April 28, 2025 9:42 AM

To: redacted: s22(1)(a)(ii)-irrelevant material Annie redacted: s22(1)(a)(ii)-irrelevant material, Hayley redacted: s22(1)(a)(ii)-irrelevant material, Kathryn redacted: s22(1)(a)(ii)-irrelevant material

Cc: Stephen redacted: s22(1)(a)(ii)-irrelevant material, Matt redacted: s22(1)(a)(ii)-irrelevant material

Subject: FW: Further follow up: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Annie,

Apologies but can you facilitate for this FAQ to be taken down.

GM, Partner and Providers division, Miriam redacted: s22(1)(a)(ii)-irrelevant material has requested ths FAQ is removed from the website due to concerns raised by provider relating to this FAQ late Thursday PM.

redacted: s22(1)(a)(ii)-irrelevant material — can you work with Stephen and Matt to understand the concerns relating to this FAQ to see if there is an opportunity to resolve through comms. It may be appropriate to bring Shannon in on this one to work with Miriam about a more targeted provider comms approach. redacted: s22(1)(a)(ii)-irrelevant material can support from SG perspective to facilitate SG review of any comms to ensure it aligns w OG content.

Kind regards

Carly

Carly Sierota (she/her)

Branch Manager, Service Guidance Branch Service Design and Improvement (SDI) Group National Disability Insurance Agency

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. | don’t expect you to read or reply outside of your normal business hours.

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What are flexible and stated supports? FOI 24/25-1870

In your plan we describe NDIS support categories as flexible or stated, based on NDIS laws. You must spend your funding in line with your plan.

Flexible support categories:

Funding for NDIS supports included in- the Core support category of the participant’s plan can be used flexibly when they are part of the same fund extemal).

Stated support categories:

Stated supports have flexibility within the same support category unless we say it must be used in a specific way. For example, Improved Daily Living Skills . You can’t use them flexibly with other types of support categories in your plan.
Your plan may include information that describes what the support category budget is for. This is to help you understand the purpose and intention of what has been funded in your plan. You still have the flexibility to use your funds for any support as long as its within that same support category.
If you’re unsure about your stated supports, ask your my NDIS contact, support coordinator or recovery coach.

To learn more about what supports are stated and flexible, go to Factsheet: Support categories and Our Guideline - Your plan.

Happy to discuss.

Cheers,

Matt redacted: s22(1)(a)(ii)-irrelevant material

Director, Strategic Programs

Provider Engagement Branch

National Disability Insurance Agency

Delivered by the

National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: Stephen redacted: s22(1)(a)(ii)-irrelevant material

Sent: Wednesday, 23 April 2025 10:01 AM

To: SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material; redacted: s22(1)(a)(ii)-irrelevant material Barry redacted: s22(1)(a)(ii)-irrelevant material; Donna redacted: s22(1)(a)(ii)-irrelevant material; Matt redacted: s22(1)(a)(ii)-irrelevant material; Jodie redacted: s22(1)(a)(ii)-irrelevant material; Greg redacted: s22(1)(a)(ii)-irrelevant material; Stephen redacted: s22(1)(a)(ii)-irrelevant material

Subject: Further follow up: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Carly,

Sorry to come back to you on this matter, but I’ve had further clarification the issue principally relates to the words ‘this is a stated support’ being applied by default to all participant plans in the Improved Daily Living (IDL) Category.

This is causing confusion for participants and plan managers, as the Your Plan Operational Guideline states:

Participants and plan managers are reading participant plans and are determining that as IDL supports are being described in the plan and the plan letter says these are stated supports, therefore NDIS funds can only be used for the supports described in the plan (and not used flexibly to purchase other supports within the IDL category).

DIA’s Practice Guidance document (refer attached) reinforces that view. | understand there is work underway to clarify this issue, but in the meantime can we:

Update the participant plan letter as a priority to say IDL ‘is a stated support category?’ (this will clarify that while these funds are not flexible across other support categories, they are flexible within the IDL category).
Go back to DIA to advise their practice guidance — refer attached - for Example 1 and Example 2 is not correct (i.e. IDL funds can be used flexibly to purchase any supports within the IDL category, not just those described in the plan?
Urgently finalise and publish the proposed Stated V flexible supports advice so we can point DIA to that (refer attached).

| understand the Office of the Participant Advocate are also aware of this matter, hence providing them visibility of this email.

Cheers

Stephen

Stephen redacted: s22(1)(a)(ii)-irrelevant material

Branch Manager, Provider Engagement Branch Partners and Providers Division Partners, Providers and Home and Living Group

National redacted: s22(1)(a)(ii)-irrelevant material Insurance redacted: s22(1)(a)(ii)-irrelevant material

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. I’m not expecting you to read or reply outside of your normal business hours.

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FOI 24/25-1870

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GR Outlook FOI 24/25-1870 DOCUMENT 23

RE: Further follow up: Request for assistance please: stated supports [SEC=OFFICIAL]

From Kathryn redacted: s22(1)(a)(ii)-irrelevant material

Date Mon 28/04/2025 10:00

To SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material; Annie redacted: s22(1)(a)(ii)-irrelevant material; Hayley redacted: s22(1)(a)(ii)-irrelevant material; Kathryn redacted: s22(1)(a)(ii)-irrelevant material

Cc Stephen redacted: s22(1)(a)(ii)-irrelevant material; Matt redacted: s22(1)(a)(ii)-irrelevant material; Cath redacted: s22(1)(a)(ii)-irrelevant material

Thanks Hayley and all. Hayley, loop me in when your ready to share your drafts and my team can do a review.

Regards,

Kathryn redacted: s22(1)(a)(ii)-irrelevant material

a/g Director

Service Guidance Branch — Your Plan and Supports Service Design and Improvement (SDI) Group National Disability Insurance Agency

Delivered by the National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: Hayley redacted: s22(1)(a)(ii)-irrelevant material

Sent: Monday, 28 April 2025 9:53 AM

To: SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material; Annie redacted: s22(1)(a)(ii)-irrelevant material; Kathryn redacted: s22(1)(a)(ii)-irrelevant material

Cc: Stephen redacted: s22(1)(a)(ii)-irrelevant material; Matt redacted: s22(1)(a)(ii)-irrelevant material; Cath redacted: s22(1)(a)(ii)-irrelevant material

Subject: Re: Further follow up: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Carly,

Thanks for the email.

Yes of course, Matt | will reach out today to discuss.

We can look at next steps, the right approach, and who we need to engage to progress.

Thanks,

Hayley

Hayley redacted: s22(1)(a)(ii)-irrelevant material

Assistant Director — Scheme Communications and Awareness Strategic Communications

National Disability Insurance Agency

Delivered by the

National Disability Insurance Agency

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The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects

redacted: s22(1)(a)(ii)-irrelevant material

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FOI 24/25-1870 DOCUMENT 24

Outlook

RE: Request for assistance please: stated supports [SEC=OFFICIAL]

From Stephen redacted: s22(1)(a)(ii)-irrelevant material

Date Mon 28/04/2025 10:01

Hi all,

To clarify, this is not just a comms issue (the root causes of this issue are described in the below email trail).

To me, there needs to be a multi-faceted approach to resolve this. This needs to include:

Updating PACE to state Independent Daily Living (IDL) — is a ‘stated support category’ — which means funds are flexible within the category - unless otherwise described in the plan.
Planners to immediately cease including ‘guidance’ comments in participant plans and only describing supports when appropriate.
A conversation led by relevant NDIA SMEs with DIA re what is correct and what is inaccurate in their guidance materials on this.
Agreed updated comms to clarify current issue and provide clear guidance moving forward.

Matt and | are happy to give a provider view on this issue, but need advice re who ‘owns’ resolving this.

Cheers

Stephen

Stephen redacted: s22(1)(a)(ii)-irrelevant material

Branch Manager, Provider Engagement Branch Partners and Providers Division Partners, Providers and Home and Living Group

National redacted: s22(1)(a)(ii)-irrelevant material Insurance redacted: s22(1)(a)(ii)-irrelevant material

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. I’m not expecting you to read or reply outside of your normal business hours.

Delivered by the

National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past. present and emerging.

From: SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material

Sent: Monday, 28 April 2025 9:45 AM

Cc: Stephen redacted: s22(1)(a)(ii)-irrelevant material, Matt redacted: s22(1)(a)(ii)-irrelevant material

Subject: RE: Request for assistance please: stated supports [SEC=OFFICIAL]

Thanks Mim. I’ve reached out to comms division again this morning to ask for the FAQ to be removed.

I’ve also had a chat w the comms BM this morning suggesting Shannon is brought in to work with you to understand the broader provider concerns as a more targeted provider comms may be appropriate here to help clarify what the OG means specifically for providers.

My team can support as needed to review any comms to ensure it aligns w the OG.

Kind regards

Carly

Carly Sierota (she/her)

Branch Manager, Service Guidance Branch Service Design and Improvement (SDI) Group National Disability Insurance Agency

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Branch Manager, Service Guidance Branch Service Design and Improvement (SDI) Group National Disability Insurance Agency

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. | don’t expect you to read or reply outside of your normal business hours.

Delivered by the

National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: Stephen redacted: s22(1)(a)(ii)-irrelevant material

Sent: Wednesday, 23 April 2025 5:58 PM

To: SIEROTA, Carly; Miriam redacted: s22(1)(a)(ii)-irrelevant material

Cc: Matt redacted: s22(1)(a)(ii)-irrelevant material

Subject: RE: Further follow up: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Carly,

| continue to receive calls and emails from Disability Intermediaries Australia (DIA) in respect to this matter. According to DIA they are receiving significant numbers of escalation on this issue and it is causing wide-spread challenges for plan managers and participants.

Can you or someone from your team join a call with me tomorrow with DIA to explain the NDIA’s position and advise the accuracy/inaccuracies in regard to DIA’s guidance material.

Hi Miriam - FYI in case DIA raises challenges re ‘stated supports’ with you directly.

Cheers

Stephen

Branch Manager, Provider Engagement Branch Partners and Providers Division Partners, Providers and Home and Living Group

National redacted: s22(1)(a)(ii)-irrelevant material Insurance redacted: s22(1)(a)(ii)-irrelevant material

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. I’m not expecting you to read or reply outside of your normal business hours.

Delivered by the

National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material

Sent: Wednesday, 23 April 2025 4:23 PM

To: Matt redacted: s22(1)(a)(ii)-irrelevant material, Stephen redacted: s22(1)(a)(ii)-irrelevant material, Elise redacted: s22(1)(a)(ii)-irrelevant material, Annie redacted: s22(1)(a)(ii)-irrelevant material, Hayley redacted: s22(1)(a)(ii)-irrelevant material

Cc: Jodie redacted: s22(1)(a)(ii)-irrelevant material

Subject: RE: Further follow up: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Matt,

Happy to add the example below.

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The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: Stephen redacted: s22(1)(a)(ii)-irrelevant material

Sent: Wednesday, 23 April 2025 10:01 AM

To: SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material; Miriam redacted: s22(1)(a)(ii)-irrelevant material

Cc: Matt redacted: s22(1)(a)(ii)-irrelevant material

Subject: Further follow up: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Carly,

Sorry to come back to you on this matter, but I’ve had further clarification the issue principally relates to the words ‘this is a stated support’ being applied by default to all participant plans in the Improved Daily Living (IDL) Category.

This is causing confusion for participants and plan managers, as the Your Plan Operational Guideline states:

Participants and plan managers are reading participant plans and are determining that as IDL supports are being described in the plan and the plan letter says these are stated supports, therefore NDIS funds can only be used for the supports described in the plan (and not used flexibly to purchase other supports within the IDL category).

DIA’s Practice Guidance document (refer attached) reinforces that view. | understand there is work underway to clarify this issue, but in the meantime can we:

Update the participant plan letter as a priority to say IDL ‘is a stated support category?’ (this will clarify that while these funds are not flexible across other support categories, they are flexible within the IDL category).
Go back to DIA to advise their practice guidance — refer attached - for Example 1 and Example 2 is not correct (i.e. IDL funds can be used flexibly to purchase any supports within the IDL category, not just those described in the plan?
Urgently finalise and publish the proposed Stated V flexible supports advice so we can point DIA to that (refer attached).

| understand the Office of the Participant Advocate are also aware of this matter, hence providing them visibility of this email.

Cheers

Stephen

Branch Manager, Provider Engagement Branch Partners and Providers Division Partners, Providers and Home and Living Group

National redacted: s22(1)(a)(ii)-irrelevant material Insurance redacted: s22(1)(a)(ii)-irrelevant material

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. I’m not expecting you to read or reply outside of your normal business hours.

Delivered by the

National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: Stephen redacted: s22(1)(a)(ii)-irrelevant material

Sent: Thursday, 17 April 2025 10:20 AM

To: SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material; Jodie redacted: s22(1)(a)(ii)-irrelevant material

Cc: Matt redacted: s22(1)(a)(ii)-irrelevant material

Subject: RE: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Carly,

Many thanks for reviewing the DIA document; I’ll provide your commentary re DIA’s document being clearer about the difference between when a support has been described in a general way (to allow flexibility) vs when it’s a stated support (when the support must be spent in the way its stated in the plan).

The work underway to refine planner practice and plan comments to be more specific and clearer about what is, and what isn’t, a stated support is most welcome.

Cheers

Page 123 of 149

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Delivered by the

National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

Page 126 of 149

FOI 24/25-1870 DOCUMENT 25

Outlook

RE: Request for assistance please: stated supports [SEC=OFFICIAL]

From Matt redacted: s22(1)(a)(ii)-irrelevant material

Date Mon 28/04/2025 12:11

To Stephen redacted: s22(1)(a)(ii)-irrelevant material; SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material; Miriam redacted: s22(1)(a)(ii)-irrelevant material; Laura redacted: s22(1)(a)(ii)-irrelevant material

Thanks Stephen,

Miriam I have meet comms this morning, FAQ has been reverted to previous position (not removed).

We will wait for further advice as to resolution.

Cheers,

Matt redacted: s22(1)(a)(ii)-irrelevant material

Director, Strategic Programs

Provider Engagement Branch

National Disability Insurance Agency

Delivered by the

National Disability Insurance Agency

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: Stephen redacted: s22(1)(a)(ii)-irrelevant material

Sent: Monday, 28 April 2025 10:01 AM

To: SIEROTA, Carly redacted: s22(1)(a)(ii)-irrelevant material; Miriam redacted: s22(1)(a)(ii)-irrelevant material; Laura redacted: s22(1)(a)(ii)-irrelevant material

Cc: Matt redacted: s22(1)(a)(ii)-irrelevant material

Subject: RE: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi all,

To clarify, this is not just a comms issue (the root causes of this issue are described in the below email trail).

To me, there needs to be a multi-faceted approach to resolve this. This needs to include:

Updating PACE to state Independent Daily Living (IDL) — is a ‘stated support category’ — which means funds are flexible within the category - unless otherwise described in the plan.
Planners to immediately cease including ‘guidance’ comments in participant plans and only describing supports when appropriate.
A conversation led by relevant NDIA SMEs with DIA re what is correct and what is inaccurate in their guidance materials on this.
Agreed updated comms to clarify current issue and provide clear guidance moving forward.

Matt and | are happy to give a provider view on this issue, but need advice re who ‘owns’ resolving this.

Cheers

Stephen

Stephen redacted: s22(1)(a)(ii)-irrelevant material

Branch Manager, Provider Engagement Branch Partners and Providers Division Partners, Providers and Home and Living Group

National redacted: s22(1)(a)(ii)-irrelevant material Insurance redacted: s22(1)(a)(ii)-irrelevant material

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. I’m not expecting you to read or reply outside of your normal business hours.

Delivered by the

National Disability Insurance Agency

Page 127 of 149

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Branch Manager, Provider Engagement Branch
Partners and Providers Division
Partners, Providers and Home and Living Group
National Disability Insurance Agency
redacted: s22(1)(a)(ii) - irrelevant material

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. I’m not expecting you to read or reply outside of your normal business hours.

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: redacted: s22(1)(a)(ii) - irrelevant material Stephen redacted: s22(1)(a)(ii) - irrelevant material
Sent: Thursday, 17 April 2025 10:20 AM
To: SIEROTA, Carly redacted: s22(1)(a)(ii) - irrelevant material Jodie redacted: s22(1)(a)(ii) - irrelevant material
Cc: redacted: s22(1)(a)(ii) - irrelevant material Matt redacted: s22(1)(a)(ii) - irrelevant material
Subject: RE: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Carly,

Many thanks for reviewing the DIA document; I’ll provide your commentary re DIA’s document being clearer about the difference between when a support has been described in a general way (to allow flexibility) vs when it’s a stated support (when the support must be spent in the way its stated in the plan).

The work underway to refine planner practice and plan comments to be more specific and clearer about what is, and what isn’t, a stated support is most welcome.

Cheers
Stephen

Stephen redacted: s22(1)(a)(ii) - irrelevant material

Branch Manager, Provider Engagement Branch
Partners and Providers Division
Partners, Providers and Home and Living Group
National Disability Insurance Agency
redacted: s22(1)(a)(ii) - irrelevant material

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. I’m not expecting you to read or reply outside of your normal business hours.

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: SIEROTA, Carly redacted: s22(1)(a)(ii) - irrelevant material
Sent: Wednesday, 16 April 2025 3:53 PM
To: redacted: s22(1)(a)(ii) - irrelevant material Jodie redacted: s22(1)(a)(ii) - irrelevant material Stephen redacted: s22(1)(a)(ii) - irrelevant material
Cc: redacted: s22(1)(a)(ii) - irrelevant material Matt redacted: s22(1)(a)(ii) - irrelevant material
Subject: RE: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Stephen,

I’ve attached the relevant OG which explains what are flexible vs stated supports. Largely it seems that content within DIA’s practice guidance aligns to the OG however it should be clearer about the difference between when we a support has been described in a general way (to allow flexibility) vs when it’s a stated support (when the support must be spent in the way its stated in the plan).

In most cases, we’ll describe the participant’s NDIS supports generally to help participants understand the intent and purpose of the funding which has been included in their plan. All participants are required to spend their NDIS funding in accordance with their plan but this doesn’t mean just because we describe a support its a stated support. Participants can use their plan flexibly and buy supports that are not stated in their plan as long as it is an NDIS support and its related to their disability.

We’ll only include stated supports if we need to ensure specific disability needs are addressed. If we specifically describe a support in the participant’s plan, it must be used to buy NDIS support exactly how we describe them.

The feedback we’re hearing since s10 was introduced is that the comments which planners add when developing a participants plan in Pace (which is printed on the participants plan) aren’t clear enough leading to confusion for participants, providers and plan managers trying to do the right thing.

There’s a few things in the works to try and help with this including some updates to internal guidance to be clearer for planners that the plan comments should describe the intent and purpose of the funding, enabling flexibility where possible, not adding the support line items in the plan unless specifically required to ‘state’ the support. Service Delivery are also doing some work to align planner practice to this approach through training, comms and reinforcement campaigns.

Kind regards
Carly

Carly Sierota (she/her)
Branch Manager, Service Guidance Branch
Service Design and Improvement (SDI) Group
National Disability Insurance Agency
redacted: s22(1)(a)(ii) - irrelevant material

Making Flexibility Work - if you receive an email from me outside of normal business hours, I’m sending it at a time that suits me. I don’t expect you to read or reply outside of your normal business hours.

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: redacted: s22(1)(a)(ii) - irrelevant material Jodie redacted: s22(1)(a)(ii) - irrelevant material
Sent: Tuesday, 15 April 2025 11:56 AM
To: redacted: s22(1)(a)(ii) - irrelevant material Stephen redacted: s22(1)(a)(ii) - irrelevant material SIEROTA, Carly redacted: s22(1)(a)(ii) - irrelevant material
Cc: redacted: s22(1)(a)(ii) - irrelevant material Matt redacted: s22(1)(a)(ii) - irrelevant material
Subject: RE: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Stephen

Rushi got back to me late yesterday afternoon and provided further clarification this morning that plan comments will show for all plans approved after the introduction of s33 ie from 3 October 2024.

This in turn may lead to an increase in the enquiries being received regarding the therapy budget and other stated budgets. Currently, plan manager and support coordinators will only have visibility of the plan comments if the participant shares a copy of their plan. After the May release, plan managers and support coordinators (with consent) will have visibility of the plan comments for plans approved after the implementation of s33.

Kind Regards

Jodie redacted: s22(1)(a)(ii) - irrelevant material

Assistant Director – Strategic Programs
Provider Engagement Branch
National Disability Insurance Agency
redacted: s22(1)(a)(ii) - irrelevant material\

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: redacted: s22(1)(a)(ii) - irrelevant material Stephen redacted: s22(1)(a)(ii) - irrelevant material
Sent: Tuesday, 15 April 2025 10:12 AM
To: SIEROTA, Carly redacted: s22(1)(a)(ii) - irrelevant material
Cc: redacted: s22(1)(a)(ii) - irrelevant material Matt redacted: s22(1)(a)(ii) - irrelevant material Jodie redacted: s22(1)(a)(ii) - irrelevant material
Subject: RE: Request for assistance please: stated supports [SEC=OFFICIAL]

Hi Carly,

We have received the attached practice guidance drafted by Disability Intermediaries Australia (DIA) – the peak body organisation for plan managers and support coordinators.

An issue DIA has raised with the NDIA is the question of flexibility within stated supports in participant plans. DIA state their members are being told various different positions on this, each very different to the next, by NDIS Planners and LACs. I am also hearing this feedback from various other providers.

Based on various conversations DIA state they have had with the NDIA on this topic, as well as recent compliance activities, DIA has developed the attached interim guidance for their members.

Is it possible for one of your team to please review the attached and confirm that it reasonably reflects the NDIA’s position on how ‘flexible’ IDL (therapy) funding is?

A think a related issue is that plan managers and support coordinators cannot see planner comments in the myNDIS provider portal, hence they are ‘blind’ to any supports being stated. I understand this will be corrected in May when enhancements relating to plan periods, plan components and funding intervals will be released.

Of course, please feel free to let me know if I should direct this enquiry elsewhere.

Many thanks
Stephen

Stephen redacted: s22(1)(a)(ii) - irrelevant material

Branch Manager, Provider Engagement Branch
Providers Division
Partners, Providers and Home and Living Group
National Disability Insurance Agency
redacted: s22(1)(a)(ii) - irrelevant material

Making flexibility work – if you receive an email from me outside of normal business hours, I’m not expecting you to read or reply outside of your normal business hours.

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

FOI 24/25-1870 DOCUMENT 26

Outlook

Removal of FAQ - flexible and stated supports. [SEC=OFFICIAL]

From: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material
Date: Mon 28/04/2025 12:35
To: Moore, Elyse redacted: s22(1)(a)(ii) - irrelevant material Hayley redacted: s22(1)(a)(ii) - irrelevant material Cath redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material

Hi Elyse,

Re: stated and flexible supports FAQ. Approval to remove until further notice.

Hayley and I have caught up with Matt redacted: s22(1)(a)(ii) - irrelevant material (Director – Provider Engagement) this morning regarding current issues with the wording of this FAQ.

Based on this discussion: The wording of the FAQ is correct in the service delivery context, but it doesn’t align with the wording in the Operational Guidelines and factsheets linked in the FAQ.

This requires is a wider conversation between service delivery and service guidance around “spending in accordance with your plan”.

Matt has agreed the most appropriate step is to remove the FAQ to avoid further confusion both internally and externally.

He will urgently engage Strat Change to help facilitate discussions amongst all affected business areas.

Once resolved, this FAQ could be re-introduced.

Could you please approve the removal of the published FAQ for flexible and stated supports.

Many thanks
Annie

From: Moore, Elyse redacted: s22(1)(a)(ii) - irrelevant material
Sent: Monday, 28 April 2025 8:47 AM
To: Annie redacted: s22(1)(a)(ii) - irrelevant material Hayley redacted: s22(1)(a)(ii) - irrelevant material Cath redacted: s22(1)(a)(ii) - irrelevant material
Subject: RE: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Good morning

Our online team were approached by markets division to take down the FAQ update from Thursday on flexible and stated support. They had concerns raised by plan managers.

Gen has reverted back to what was previously there. Might be good to follow up with SGB. It was Carly who had cleared it and asked for it to be taken down.

With thanks
Elyse

From: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material
Sent: 23 April 2025 10:28
To: Moore, Elyse redacted: s22(1)(a)(ii) - irrelevant material
Cc: Hayley redacted: s22(1)(a)(ii) - irrelevant material
Subject: FW: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Good morning Elyse

Apologies for the short notice.

Would it be possible to approve this FAQ update as soon as possible – flexible and stated supports.

Attached is a tracked changes and CLEAN version of the FAQ in question.

We’ve received feedback from the Provider Engagement team that the wording is causing confusion out in market for both providers and participants.

Service Guidance have amended and given technical sign off (Peta Omachen).
Provider Engagement endorsed (Jodie Bragg)

Many thanks Annie

From: Hayley redacted: s22(1)(a)(ii) - irrelevant material
Sent: Wednesday, 23 April 2025 10:09 AM
To: Annie redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material
Subject: Re: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Hi Annie,

I’m comfortable with this. Happy for you to progress to Elyse for approval.

Can I confirm if PE have also reviewed?

Many thanks,

Hayley

Hayley redacted: s22(1)(a)(ii) - irrelevant material

Acting Director – Scheme Reform communications
Strategic Communications
National Disability Insurance Agency

redacted: s22(1)(a)(ii) - irrelevant material

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material
Sent: Wednesday, April 23, 2025 10:03 AM
To: Hayley redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material
Subject: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Hi Hayley

Seeking approval regarding amendments to the current FAQ – flexible and stated supports.

I’ve attached a track changes version and clean version.

We’ve had technical sign off from service guidance (as below)

If you’re happy with the content, could this be progressed for BM approval as a matter of urgency.

There’s been considerable confusion and feedback from participants and providers regarding this FAQ.

Many thanks Annie

From: Peta redacted: s22(1)(a)(ii) - irrelevant material
Sent: Wednesday, 23 April 2025 8:31 AM
To: Annie redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material, Grace redacted: s22(1)(a)(ii) - irrelevant material, Emily redacted: s22(1)(a)(ii) - irrelevant material
Subject: RE: Seeking technical approval for FAQ amendments - flexible and stated supports. [SEC=OFFICIAL]

Hi Annie,

Thanks for following up.

We have adjusted the wording slightly as follows:

What are flexible and stated supports?

In your plan we describe NDIS support categories as flexible or stated, based on NDIS laws.

You must spend your funding in line with your plan.

Flexible support categories:

Only core supports can be used flexibly but must be part of the same fund management type (external).

Stated support categories:

Stated supports have flexibility within that support category. You can’t use them flexibly with other types of support categories in your plan.
Your plan may include comments that describe what the support category budget is for, but you still have the flexibility to use your funds for any support within that category.
If you’re unsure about your stated supports, ask your my NDIS contact, support coordinator or recovery coach.

To learn more about what supports are stated and flexible, go to Factsheet: Support categories and Our Guideline - Your plan.

Thank you,

Peta redacted: s22(1)(a)(ii) - irrelevant material
A/g Assistant Director
Service Guidance Branch | Your Plan, Supports and Implementation
National Disability Insurance Agency
redacted: s22(1)(a)(ii) - irrelevant material

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

FOI 24/25-1870 DOCUMENT 27

Outlook

RE: Removal of FAQ - flexible and stated supports. [SEC=OFFICIAL]

From: Moore, Elyse redacted: s22(1)(a)(ii) - irrelevant material
Date: Mon 28/04/2025 12:49
To: Annie redacted: s22(1)(a)(ii) - irrelevant material, Hayley redacted: s22(1)(a)(ii) - irrelevant material, Cath redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material

Approved

From: Annie redacted: s22(1)(a)(ii) - irrelevant material
Sent: 28 April 2025 12:35
To: Moore, Elyse
Cath
Cc: Young Ju
Subject: Removal of FAQ - flexible and stated supports. [SEC=OFFICIAL]

Hayley redacted: s22(1)(a)(ii) - irrelevant material

Hi Elyse,

Re: stated and flexible supports FAQ. Approval to remove until further notice.

Hayley and I have caught up with Matt redacted: s22(1)(a)(ii) - irrelevant material (Director – Provider Engagement) this morning regarding current issues with the wording of this FAQ.

Based on this discussion: The wording of the FAQ is correct in the service delivery context, but it doesn’t align with the wording in the Operational Guidelines and factsheets linked in the FAQ.

This requires is a wider conversation between service delivery and service guidance around “spending in accordance with your plan”.

Matt has agreed the most appropriate step is to remove the FAQ to avoid further confusion both internally and externally.

He will urgently engage Strat Change to help facilitate discussions amongst all affected business areas.

Once resolved, this FAQ could be re-introduced.

Could you please approve the removal of the published FAQ for flexible and stated supports.

Many thanks
Annie

From: Moore, Elyse redacted: s22(1)(a)(ii) - irrelevant material
Sent: Monday, 28 April 2025 8:47 AM
To: Annie redacted: s22(1)(a)(ii) - irrelevant material, Hayley redacted: s22(1)(a)(ii) - irrelevant material, Cath

redacted: s22(1)(a)(ii) - irrelevant material

Subject: RE: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Good morning

Our online team were approached by markets division to take down the FAQ update from Thursday on flexible and stated support. They had concerns raised by plan managers.

Gen has reverted back to what was previously there. Might be good to follow up with SGB. It was Carly who had cleared it and asked for it to be taken down.

With thanks
Elyse

From: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material
Sent: 23 April 2025 10:28
To: Moore, Elyse redacted: s22(1)(a)(ii) - irrelevant material
Cc: Hayley redacted: s22(1)(a)(ii) - irrelevant material
Subject: FW: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Good morning Elyse

Apologies for the short notice.

Would it be possible to approve this FAQ update as soon as possible – flexible and stated supports.

Attached is a tracked changes and CLEAN version of the FAQ in question.

We’ve received feedback from the Provider Engagement team that the wording is causing confusion out in market for both providers and participants.

Service Guidance have amended and given technical sign off (Peta Omachen).
Provider Engagement endorsed (Jodie Bragg)

Many thanks Annie

From: Hayley redacted: s22(1)(a)(ii) - irrelevant material
Sent: Wednesday, 23 April 2025 10:09 AM
To: Annie redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material
Subject: Re: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Hi Annie,

I’m comfortable with this. Happy for you to progress to Elyse for approval.

Can I confirm if PE have also reviewed?

Many thanks,

Hayley

redacted: s22(1)(a)(ii) - irrelevant material

Acting Director – Scheme Reform communications
Strategic Communications
National Disability Insurance Agency
redacted: s22(1)(a)(ii) - irrelevant material

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material
Sent: Wednesday, April 23, 2025 10:03 AM
To: Hayley redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material
Subject: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Hi Hayley

Seeking approval regarding amendments to the current FAQ – flexible and stated supports.

I’ve attached a track changes version and clean version.

We’ve had technical sign off from service guidance (as below)

If you’re happy with the content, could this be progressed for BM approval as a matter of urgency.

There’s been considerable confusion and feedback from participants and providers regarding this FAQ.

Many thanks Annie

From: Peta redacted: s22(1)(a)(ii) - irrelevant material
Sent: Wednesday, 23 April 2025 8:31 AM
To: Annie redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material, Grace redacted: s22(1)(a)(ii) - irrelevant material, Emily redacted: s22(1)(a)(ii) - irrelevant material
Subject: RE: Seeking technical approval for FAQ amendments - flexible and stated supports. [SEC=OFFICIAL]

Hi Annie,

Thanks for following up.

We have adjusted the wording slightly as follows:

What are flexible and stated supports?

In your plan we describe NDIS support categories as flexible or stated, based on NDIS laws.

You must spend your funding in line with your plan.

Flexible support categories:

Only core supports can be used flexibly but must be part of the same fund management type (external).

Stated support categories:

Stated supports have flexibility within that support category. You can’t use them flexibly with other types of support categories in your plan.
Your plan may include comments that describe what the support category budget is for, but you still have the flexibility to use your funds for any support within that category.
If you’re unsure about your stated supports, ask your my NDIS contact, support coordinator or recovery coach.

To learn more about what supports are stated and flexible, go to Factsheet: Support categories and Our Guideline - Your plan.

Thank you,

Peta redacted: s22(1)(a)(ii) - irrelevant material
A/g Assistant Director
Service Guidance Branch | Your Plan, Supports and Implementation
National Disability Insurance Agency
redacted: s22(1)(a)(ii) - irrelevant material

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

FOI 24/25-1870 DOCUMENT 28

Outlook

RE: Removal of FAQ - flexible and stated supports. [SEC=OFFICIAL]

From: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material
Date: Mon 28/04/2025 12:52
To: Moore, Elyse redacted: s22(1)(a)(ii) - irrelevant material Hayley redacted: s22(1)(a)(ii) - irrelevant material Cath redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material

Many thanks.

From: Moore, Elyse Elyse.Moore@ndis.gov.au
Sent: Monday, 28 April 2025 12:50 PM
To: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material Hayley redacted: s22(1)(a)(ii) - irrelevant material Cath redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material
Subject: RE: Removal of FAQ - flexible and stated supports. [SEC=OFFICIAL]

Approved

From: Annie redacted: s22(1)(a)(ii) - irrelevant material
Sent: 28 April 2025 12:35
To: Moore, Elyse
Cath
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material
Subject: Removal of FAQ - flexible and stated supports. [SEC=OFFICIAL]

Hayley redacted: s22(1)(a)(ii) - irrelevant material

Hi Elyse,

Re: stated and flexible supports FAQ. Approval to remove until further notice.

Hayley and I have caught up with Matt Sykes (Director – Provider Engagement) this morning regarding current issues with the wording of this FAQ.

Based on this discussion: The wording of the FAQ is correct in the service delivery context, but it doesn’t align with the wording in the Operational Guidelines and factsheets linked in the FAQ.

This requires is a wider conversation between service delivery and service guidance around “spending in accordance with your plan”.

Matt has agreed the most appropriate step is to remove the FAQ to avoid further confusion both internally and externally.

He will urgently engage Strat Change to help facilitate discussions amongst all affected business areas.

Once resolved, this FAQ could be re-introduced.

Could you please approve the removal of the published FAQ for flexible an…

Many thanks
Annie

From: Moore, Elyse redacted: s22(1)(a)(ii) - irrelevant material
Sent: Monday, 28 April 2025 8:47 AM
To: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material Hayley redacted: s22(1)(a)(ii) - irrelevant material Cath redacted: s22(1)(a)(ii) - irrelevant material
Subject: RE: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Good morning

Our online team were approached by markets division to take down the FAQ update from Thursday on flexible and stated support. They had concerns raised by plan managers.

Gen has reverted back to what was previously there. Might be good to follow up with SGB. It was Carly who had cleared it and asked for it to be taken down.

With thanks
Elyse

From: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material
Sent: 23 April 2025 10:28
To: Moore, Elyse redacted: s22(1)(a)(ii) - irrelevant material
Cc: Hayley redacted: s22(1)(a)(ii) - irrelevant material
Subject: FW: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Good morning Elyse

Apologies for the short notice.

Would it be possible to approve this FAQ update as soon as possible – flexible and stated supports.

Attached is a tracked changes and CLEAN version of the FAQ in question.

We’ve received feedback from the Provider Engagement team that the wording is causing confusion out in market for both providers and participants.

Service Guidance have amended and given technical sign off (Peta Omachen).
Provider Engagement endorsed (Jodie Bragg)

Many thanks Annie

From: Hayley redacted: s22(1)(a)(ii) - irrelevant material
Sent: Wednesday, 23 April 2025 10:09 AM
To: Annie redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material
Subject: Re: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Hi Annie,

Many thanks,

Hayley

Hayley redacted: s22(1)(a)(ii) - irrelevant material

Acting Director – Scheme Reform communications
Strategic Communications
National Disability Insurance Agency
redacted: s22(1)(a)(ii) - irrelevant material

The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.

From: redacted: s22(1)(a)(ii) - irrelevant material Annie redacted: s22(1)(a)(ii) - irrelevant material
Sent: Wednesday, April 23, 2025 10:03 AM
To: Hayley redacted: s22(1)(a)(ii) - irrelevant material
Cc: Young Ju redacted: s22(1)(a)(ii) - irrelevant material
Subject: Urgent: Seeking approval for FAQ - flexible and stated supports. [SEC=OFFICIAL]

Hi Hayley

Seeking approval regarding amendments to the current FAQ – flexible and stated supports.

I’ve attached a track changes version and clean version.