All Disability Plan Management’s customer survey insights, June 2022: How this benefits you

Member care and satisfaction are our highest priority at All Disability Plan Management - above all else. This is why we take the opportunity twice a year to check in with our members to see how they are managing and what we can do to help them further.

Additionally, we gain other insights about the industry and what our members know regarding NDIS plan management, funds, and working with providers. We use this information to improve our services and simplify life for our customers.

Responsiveness is one of our key values and our survey revealed that 96 percent of initial enquiries were responded to within 24 hours.

100 percent of respondents indicated that their initial enquiry was handled with respect in relation to their preferred method of communication.

Choice and control is important to us and how much involvement our members and their representatives have with managing the budget is up to them. 96 percent of our members feel that they were left feeling that they had choice and control over this.

100 percent of our members indicated that if they had made a complaint it had been handled respectfully including them in the resolution process.

Our December 2021 survey revealed that 49 percent of participants didn’t realise that the NDIS doesn’t provide plan managers with a copy of their plan. We are pleased to share with you that 90% of our members are now aware of this. The NDIS doesn’t automatically send plans to plan managers. In order for a plan manager to gain access, the participant has to request a copy via email or post.

If you’re a participant, it’s recommended that you give your plan manager access to all of your plan documentation. With access to your plan, plan managers can ensure that you’re maximising your funding opportunities, using your allocations correctly and that all of your documentation with providers is in order.

Check with your plan manager to verify they have a full copy of your plan along with any updates as they occur. Ask your plan manager about the best way for you to provide the plan to them.

Between our last two surveys, participants reported satisfaction with communication from their plan managers. Contact satisfaction scores were maintained at 92 percent between the last two surveys, and 96 percent of participants found the communications to be helpful. 98 percent of participants also report being happy with the quality of information they’re receiving.

All Disability plan managers check-in with participants bimonthly for a budget review and touch base regularly to ensure that all their needs are met. We pride ourselves on our dedication to one-on-one attention and care.

According to the most recent survey, 98 percent of respondents are communicating

with plan managers via their preferred method, whether that’s email, phone, or in- person.

We’ve found that communicating with participants in their preferred way is one of the easiest ways to show our appreciation. Our plan managers will always honor your communication requests and respect your preferences.

The survey shows that 98 percent of respondents had their questions answered promptly by either their plan manager or someone their plan manager referred them to who could help.

Understanding the ins and outs of NDIS takes time and effort, so we do everything we can to simplify the process for participants. We check-in regularly and keep the lines of communication open to ensure that questions are always handled quickly.

All in all, 96 percent of survey respondents highly recommend All Disability for NDIS plan management services. We are so thankful to have the support and trust of our members, and we will continue to serve you the best that we can.

If you receive an invite, please participate in our next survey which is scheduled for December 2022.