All Disability Plan Management’s customer survey insights, November 2020: How this benefits you

Customer 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 customers 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 customers know regarding NDIS plan management, funds, and working with providers. We use this information to improve our services and simplify life for our customers. 

Takeaways from our most recent survey

  • Many participants didn’t realise that NDIS doesn’t provide plan managers with a copy of their plan

Our November 2020 survey revealed that 55 percent of participants didn’t realise that the NDIS doesn’t provide plan managers with a copy of their plan. 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. 

  • Participants are happy with our level of communication 

Between our last two surveys, participants reported increased satisfaction with communication from their plan managers. Contact satisfaction scores increased from 82 percent to 92 percent between the two surveys, and 98 percent of participants found the communications to be helpful. Ninety-five 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. 

  • Participants have felt supported through COVID-19 

In this year of uncertainty, All Disability put extra emphasis on meeting participants’ needs. Ninety-three percent of participants felt that they have received plenty of support from their plan managers during the pandemic. 

Many changes happened in a short period of time with providers, participants, and the NDIS due to COVID. Understandably, people had many questions about how the pandemic might affect their plans or funding. We’ve been happy to give guidance and support during these challenging times and to provide clarification about changes to how funding could be used as a result of the pandemic. 

  • Survey respondents are happy with how plan managers reach out to them 

According to the most recent survey, 100 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. 

  • Participant’s questions are getting answered

The survey shows that 95 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. 

Thank you to our valued and loyal clients  

All in all, 95.6 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 clients, 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 May 2021. 

All Disability Plan Management’s customer survey insights, November 2020: How this benefits you
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