FAQ

How do I sign up to become a client of Custodia Plan Management?

To be plan managed, you will need ‘Improved Life Choices’ included in your NDIS plan.

If you have this, then it is quick and easy to signing up. Click Register from the menu above, then follow the prompts. There are just a few steps. We will need some basic information from you such as email, participant NDIS number, Date of Birth and address.

If you have difficulty with the forms in the online portal, please send an email to info@custodia.com.au with your details including your – name, NDIS number, and plan dates, both start and end. It is useful if you are able to include a copy of your plan.

A member of the Custodia Plan management team will contact you via phone call or email within 2 business days to forward you a service agreement and complete your sign up.

Can I transfer to Custodia Plan Management from another plan manager?

You can change plan managers at any time.

If you intend to transfer over to us from another plan manager during the dates of your current plan, you will need to contact the NDIA on 1800 800 110 to advise them.

You will also need to request that your previous plan manager cancels their service booking and reduce their available funds to zero in order for us to be able to make our service booking.

Is there any cost to me?

No. Being plan managed means no out of pocket expense to you.

If you request Improved Life Choices to be included in your plan, the NDIA will cover the cost. This includes the initial one-off cost (per plan) of setting you up on our system and providing support as you convert to plan management. It will also cover the cost of our flat rate monthly fees.

How do I log in to view my budgets and information?

Our online system is known as MYP - Once you have signed-up with Custodia Plan Management, you will be sent a link to access the MYP website. Logging in to view your budgets, goals, invoices and more is easy. You can approve or reject payments as well as receive monthly progress reports to maintain your control over your NDIS package.

What happens when I get a new plan or if it changes?

If you receive a new plan or have modifications made to your existing plan, forward a copy of your plan to info@custodia.com.au and we will do the rest.

My provider says they haven’t been paid

If a provider tells you they haven’t been paid, please ask them to contact us directly on 1800 002 062 and we can work out why the invoice has not been processed. It may be as simple as their invoice has not been received.

Alternatively, you can login to MYP and check. The invoice may be sitting in the system awaiting your approval.

What if I don’t want to approve an invoice?

If you are contesting an invoice, or you refuse to pay an invoice, please contact your service provider to discuss your concerns. If the invoice is incorrect, you can request that they re-issue your invoice. At this point, you can reject the invoice in the MYP portal. We will then re-enter the new invoice for your approval.

Do I have to log on to MYP to approve invoices?

If you do not have access to a computer or you find it difficult to login to the MYP portal and require assistance, you can allocate your support coordinator to approve your invoices on your behalf.

What is your privacy policy?

At Custodia Plan Management, we take your privacy seriously. Only yourself and relevant CPM team members have access to your information and we will not release personal or budget details to providers, family members or other parties without your explicit written consent. Please contact a member of our team for Consent to Share forms.

View our Privacy Policy.
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