Boon Plan Management

Lindsay is the senior plan manager at Boon Consulting and has been a self-employed bookkeeper since 2013. She is a Member of the Institute of Certified Bookkeepers (ICB), and is registered to provide Plan Management services to NDIS participants Australia wide. She also has experience as a disability support worker and NDIS support coordinator working mainly with children and adults on the autism spectrum and adults with a variety of physical and psychosocial disabilities. She has been living in the NDIS and disability space since 2016 and has gained a lot of experience, both professionally and personally in the years since. 

Danni is the assistant plan manager and is currently training to become a qualified plan manager. Danni is actively completing on the job training, as well as increasing her general knowledge and understanding of all things NDIS related so that she can respond to all enquiries efficiently and accurately to ensure that we can maintain the high level of trust in our service that our clients and their providers have come to expect.

Lindsay runs the plan management side of Boon Consulting and is supported by Assistant Plan Manager, Danni, to process all claims and respond to plan management related queries. This means you will only ever deal with Lindsay or Danni, giving you a great opportunity to develop a close working relationship. The plan management team does not have set business hours, meaning we are usually able to assist you when you need it. Our aim is to provide the best service we can, with a focus on your individual needs. 

Lindsay and Danni operate from their home offices, so meetings are always scheduled for a time and place that suits you. This helps to ensure that you are comfortable during your meetings, and in place that makes you feel safe. We encourage all our clients to have a support person or carer present if that helps you to feel secure and understand what is being discussed. 

Our aim is to build strong professional relationships with our clients to help you have as much independence as you can. We keep our plan management client list limited to ensure that you can get assistance whenever and wherever suits your needs. 

We aim to pay all claims within 3-5 business days after receiving a valid invoice or receipt. If there are any problems, we will contact you (or your provider if you have given permission) to sort it out as quickly as possible. If you have paid for a service or item yourself, you can email a copy of the receipt for reimbursement. If you are unable to email the receipt, we can arrange alternate ways to provide receipts that suits you and your situation.   

NDIA Payment Timeframes Update

On Friday, 1 March 2024, the National Disability Insurance Agency (NDIA) announced that in order to reduce fraud and non-compliant behaviour, it would be taking more time to check claims before they are paid. This means that the time it takes for plan managers to pay providers may take longer than our usual turnaround time.

How long will payments take?

The NDIA has confirmed that valid claims will be paid within 2-3 working days, however, some claims may take up to 10 working days, allowing the NDIA more time to investigate and seek further information if required. To reduce the likelihood of claims requiring further investigation prior to processing, we may seek additional information or clarification from you to ensure that the claim and invoice is fully NDIS compliant before we submit your claim. 

If the NDIA chooses investigates a claim, they may also ask for supporting documents in addition to the invoice. Depending on the claim, this may include a copy of the service agreements, quotes, recommendation letters, or assessment and trial reports.

To avoid claims being delayed of denied, please take due care to ensure that any agreement you have in place aligns with the NDIS Pricing Arrangements and Price Limits 2023-24 guidelines, and the participant plan.

What happens if a payment is delayed?

We understand that this change will impact many of our smaller providers, and we will do our best to try and minimise any disruption. If you have not received payment after 7 days, please send us an email with a copy of the outstanding invoice, so we can quickly identify it in our system and provide you with an update. 

If the NDIA selects your invoice to investigate further, we will work with you and the participant to provide them with the information they require to process the claim.

All quality improvement decisions are made based on feedback sought from clients and their carers. We encourage you to provide feedback regularly so that we can adjust the way we provide our service to suit your individual needs. The team will always communicate with you about any changes prior to implementing them, so you are able to prepare for those changes and have an opportunity to raise any concerns in advance.

Lindsay strives to tailor her services to your unique needs and preferences. All decisions regarding the service and support provided is made in conjunction with you and your carers input during meetings and planning appointments. Meetings by video or phone calls can be arranged as regularly as you would like. 

Monthly or quarterly check-ins are encouraged, with discussions regarding the use and planning of the supports within your budget, the support you are receiving, and what changes may need to be made to ensure the best outcome for you. Lindsay is conscious that you may require a unique approach and will actively design her support around your individual needs.

Because Lindsay is the only registered plan manager working with Boon Consulting, you have the advantage of having a small team that you can contact to streamline your interactions and improve the responsiveness of the service you receive. Unfortunately, this also means that if Lindsay becomes ill or injured, our ability to provide a quick service may be reduced. If Lindsay is unable to work for an extended period of time, you will be contacted by a member of the Boon team to let you what the expected duration of her absence will if there will be any impact on payment timeframes. 

In the event that Lindsay is no longer able to continue as a plan manager for the NDIS, the Boon team will ensure that you are transitioned to another provider of your choice with all of your records provided to you and your new plan manager. 

If you decide to cease services with Boon Plan Management, copies of all documentation and correspondence can be provided to you or your new plan manager within 7 days of receiving your request. All communication with external parties that Lindsay has authority to be in contact with will also be copied to you and/or your carer. If you would like help to choose another Plan Manager, a member of the Boon team will support you to select and transition to any plan management provider you choose. We take choice and control seriously, and the decision on who you work with is yours.