It seems everyone who needs to access the NDIS is experiencing a seemingly endless array of technical issues when attempting to lodge a claim in the MyPlace portal.
Many self managing participants have stopped accessing support or have maxed out their credit cards as they cannot access their NDIS funding.
I’ve asked a few self managing participants for their advice on overcoming technical issues when making payment claims (help for providers is here).
Make sure you are taking care of yourself
Wrestling with computer systems and government departments can be incredibly frustrating. If you can, allow yourself plenty of time to focus on this. Ask for help if you need to, and do whatever you know works to keep yourself sane – have a bath, spend some time in nature, have a glass of wine.
Fix the problem at it’s source
- Call your local office to let them know you have a problem. It may be a simple fix that they can do on the phone.
- You can find the phone number on the front of your plan – use the landline number so you call your local office, not the national call centre.
Get a manual/advance payment
This is lump sum emergency payment to get you through. You will need to keep good records to acquit the payment against your claims. The NDIS advise they help you with this. They will call you to reconcile claims.
- Ask to speak to the finance department in your local office about a manual/advance payment. They will send you a form to fill out.
- Make sure you keep your invoices and records of payments you have made using the funds.
- Only take this option if you really need it. Reconciling payments will be a headache, even if you have excellent filing systems.
Try some of the ‘work arounds’ suggested by self managing participants
- Split your claims so that they are each less than $1000
- Lodge a maximum of 5 claims at a time (even though you can upload 6 claims)
- Try using a different internet browser (Firefox or Chrome)
- If you use a mac, borrow a friends windows computer
Make a complaint
If you have been affected by the issues with the portal in any way, you may make a complaint, and let them know. This will not adversely affect your plan, and can be a good way to make sure your issues are heard. If you are not happy with the response you get, you can make a complaint to the Ombudsman, and they can help you resolve the complaint.
Important note: If anyone contacts you about your NDIS plan, make sure you know who they are and where they are from. Write it down so you have a record (include the date). If you don’t have the time to speak when they call, make a time for them to call you back.