Plan Partners

Took 5+ months to pay a service provider! Invoice Sent December 2022, paid May 2023. Another is when it started to go downhill. Issued July 2021 and didn't get paid until January 2022. After months of hounding them, first, they said it is paid, went back to the service provider nope, to which plan partners said it wasn't paid, we will pay within 24hrs. No payment was made in 24hrs yet alone that week or the following. This is the 15th time this has happened. Been with them for 5+ years, with 3 plans. 2 have since been cancelled, and 1 still waiting on the cancellation date. They have had no interest in resolving this issue, asked if it's the invoices themselves, no just was misplaced. Every time it's an excuse. The same issue with different yet similar answers, misplaced or didnt see it come through. This all started in 2020, not sure if their system changed during this period but it's been horrible. To deal with a company, where I need to keep calling to find out what's going on, when they won't call back or acknowledge emails. I honestly hope they improve in the future as I cannot be the only client having this issue. The stress this has caused is too much.

The plan management team at Plan Partners has been so helpful is assisting during some hard times. Their dashboard has really helped in getting my plan reviewed.

Had two children on NDIS managed by this provider over the past 12 months and it has been a terrible experience. Support Co-ordinator never followed anything up, did not respond to urgent emails from service providers who ended up contacting me to ensure we did not loose our place on the wait list, told me to apply for reimbursments myself when invoices submitted. Invoices for another client were processed through my sons plan. No response or update has been provided to my enquiry, but the ticket is marked as closed on their portal. Used the chat function to find out what is going on and they told me I had to submit my enquiry via email - which I had. Could not give me an explanation or further information other than we are looking into this and we have to request the funds back from the contractor on the invoice - no further information regarding if they have done that or how long it might take. Speak to you with "It's okay, we will look into this for you" in such a condecending manner and then leave the chat because it 'times out' after 3 minutes and don't follow up with an email or contact you at all regarding your concerns. Telstra has better service, at least they ask if you have further queries before they exit the chat. Have been trying to exit their services but they will not provide an update, and have still not replied to my email. Happy to take your money but not to provide you with any service.

I would not recommend Plan partners they have neglected their duties in giving correct information in support coordination or providing any guidance at all really. I have had to ring NDIA and find out how I am eligible to use my funds through them a simple task of submitting quote has taken since July 2021- March 2022 meaning I could order meals I desperately needed. Plan management takes 9-16 business days or more for reimbursements when people who self manage receive them in 24-48 hrs on average they say they are inundated but have not made any real changes to staffing that I can tell in last 12 months. Biggest isn’t always best they were much better at start of my NDIS journey when they were a lot smaller.

Unfortunately Plan Partners was happy to take money but not happy to do the work involved. Hours and hours spent on phone trying to ascertain information from them, inconsistent decisions, lacked transparency, lacked knowledge and experience, eventually fired and SC advised it required a submission to the NDIS to force Plan Partners to stop taking plan management funding so new plan manager could commence paying providers. Sadly their mode of business was primarily neglect.