Plan Partners

I'm a Support Coordinator who spoke with Kiana from Plan Partners this morning. In a world where many people in customer service have a bit of an attitude, Kiana was a breath of fresh air. She was extremely kind, patient and polite. My inquiry hasn't yet been resolved, but it doesn't matter due to courtesy I received over the phone today.

As a provider over the last couple of months we have had a terrible time getting paid. We get the run around. told our invoices have gone to their SPAM, had to change our system and now they advise they have changed the system again and need all staff names to be able to give us any info. No payment for a month. No reason why not paid. No response to multiple emails. now can't offer service to clients as no payment

Worst coordinators to deal with. They don't have any knowledge of what each budget can be used for, and push the providers to bill for different services that they have not done. They use their own plan manager because of conflict of interest they have with them and don't have any control to check invoices and approve them and then blame provider why they have provided services to their client. Zero communication with their client. We are a physiotherapy clinic and their client contacted us and requested to have physiotherapy sessions. After providing us with his NDIS detail , we started his sessions. As the invoices was getting paid and client was asking his sessions to be continued, we continued his session . After 4 months, his coordinator contacted us and pushing us to bill under health and wellbeing budget which is for exercise physiology and dietitian , because they need the budget that client used for physiotherapy to be used for OT. You need to update your knowledge and explain to client what they are funded for and control invoices by using a better plan manager, and not approve invoices that client is not have enough budget for.

Unfortunately, as with a lot of the larger plan management companies, their customer service leaves a lot to be desired. It’s near impossible to get anyone to answer the phone in a timely manner, they don’t call back, and emails go unanswered. The staff make lot of mistakes, are poorly trained, and over all, Plan Partners end up being a huge headache if anything goes wrong, which it too often does. My biggest complaint is that one of their staff falsified my invoice summary and changed the amount of hours and hourly rate on my invoice summary because the provider had done an obvious typo. Rather than contact me or the provider to rectify things, they instead decided to do some creative and fraudulent accounting to make the numbers add up. I wrote a complaint email, a week later there’s still no reply. I’ve used up considerable support coordinator funding because she has had to step in numerous times to sort out their mistakes. I DO NOT RECOMMEND THIS COMPANY

Incredibly fast payment for my team of Support Workers and a great dashboard for me to keep track of my spending. Highly recommend.