You First

Excellent care. My support workers went over and above when helping my son. They really cared. And the team at the office are s friendly and cannot do enough to help out. I’d highly recommend You First

A truly disappointing experience. I started plan management with You First in March 2025. For most of 2025, management was OK - some follow up on payments, but generally fine. Good enough that I recommended their services to a friend. 2026 was a completely different story. 13 February - I reach out regarding plan rollover dates as the invoice app hasn't been updated to match. No response to date (9 March). 17 February - forwarded an invoice after it was sent 5 days before. No response. 19 February - I call and leave a message with the office worker for my call to be returned regarding unpaid invoices. No call received. 23 February - forwarded same invoice. No response. 24 February - I call and leave a message with the office worker for my call to be returned regarding unpaid invoices. No call received. 26 February - I email to give notice of ending plan management on 5 March due to substandard service. No response. 1 March - I am sent a monthly statement including a $104.45 monthly plan management fee. For what service? I email asking this question, as well as asking to pay invoices. No response. 2 March - I call and leave a message with the office worker for my call to be returned regarding unpaid invoices. No call received. 3 March (9.14PM) - I email to advise they will need to speak with me on the phone the following day to explain the matter. 3 March (10.03PM) - email received - "Apologies for the delay in responding, your email had gone to our main info address" - and this takes two weeks to check? "We have been unable to pay invoices for awhile as we are no longer endorsed" - the NDIS confirmed on 2 separate calls that You First were endorsed until 5 March. "We do hope you wish to continue with You First and we look forward to supporting you resolve this issue as quickly as possible". 4 March - I respond with the above details. I ask for clarification. To date, 5 days later, I have received NO RESPONSE. You First - if you want to make this right, the least you can do is apologise and refund the plan management fee. After all, I paid $104.45 to: - Make 3 phone calls to You First - unreturned. - Make 2 phone calls to the NDIS - Do the run around of finding a new plan manager - who paid the invoices on the day of sign up. - Grovel to the family-owned business to allow continued service despite 2 bills being well overdue - Send 7 emails over a month to receive 1 response. You Last. Lesson learned.