When the NDIS Calls: What Every Family Should Know

Having current, comprehensive information can make a significant difference in ensuring your support needs are accurately understood and considered.

Many NDIS participants and families are currently experiencing changes to their plans, including reduced funding, shorter plan durations, and requests for additional evidence.

While these changes can feel overwhelming, there are steps you can take to prepare and protect your rights.

Have You Received an Unexpected Phone Call?

Some participants have reported receiving calls from private numbers that are described as a "quick check-in" or "routine catch-up." Often there is little warning and no clear explanation of why the call is happening.

In some situations, participants have later received a revised NDIS plan following what seemed like an informal conversation or “check in”.

While not every call will result in plan changes, it's important to understand that information shared during these discussions may be used to inform future planning or review decisions.

If You Receive a Call

You do not have to continue the conversation if you feel unprepared or unsure.

You can:

• Ask for the purpose of the call in writing

• Request the caller's name and role

• Reschedule for a time when you have support available

• Have a family member, nominee, advocate, support coordinator, or therapist present

• Request a written summary of the discussion

These are reasonable requests and can help ensure information is communicated accurately.

Gather Your Evidence Early

Before any review or reassessment, make sure your evidence is current and reflects your everyday support needs.

Helpful documents may include:

• Therapy reports

• Specialist or medical reports

• Progress reports

• Information about changes in your circumstances or support needs

• A parent/carer impact statement

• In some cases, a Functional Capacity Assessment (FCA)

Updated evidence is particularly important if your plan has been rolled over multiple times, as decisions may otherwise rely on older information that no longer reflects your current situation.

Know Your Rights

As an NDIS participant, you have the right to:

• Clear information

• Time to prepare

• Support during decision-making

• Ask questions and seek clarification

• Provide evidence about your support needs

A phone call should never feel like a test, and you don't have to manage the process alone.

Consider Advocacy Support

If you have a review approaching, consider connecting with an advocate before the meeting takes place.

Advocates can help you:

• Understand your rights

• Organise evidence

• Prepare for review meetings

• Navigate review and appeal processes if needed

Moving Forward with Confidence

The current NDIS environment can feel uncertain, particularly when funding decisions impact essential supports and services.

While no one can guarantee a particular outcome, preparation remains one of the most powerful tools available to participants and families.

While no one can guarantee a particular outcome, preparation remains one of the most powerful tools available to participants and families.

Keep records. Ask questions. Seek advocacy support early. Ensure your evidence is current and reflects your everyday needs.

Most importantly, remember that decisions about your plan should be based on a clear understanding of your child’s disability-related support needs, not on a rushed or unexpected conversation.

If you are concerned about an upcoming review or believe your evidence may need updating, speak with your therapy team as early as possible. Having current, comprehensive information can make a significant difference in ensuring your support needs are accurately understood and considered.