“I thought it was just a check-in call. Next thing I knew, I had a new plan.”
We’ve heard this more times recently than we should. A friendly voice on the phone says they’re from the NDIS and they’re just checking in, but days later, the participant receives a new plan in the mail. No review meeting. No chance to prepare. And no idea the call was being used to reassess their funding.
What’s going on?
What Are NDIS Participant Check-Ins Supposed to Be?
Participant Check-Ins were introduced to help make the Scheme more responsive and person-centred. They are usually informal conversations, often by phone, where your ‘my NDIS contact’ (like a planner or LAC) asks how things are going with your plan.
According to the NDIS website, during a check-in you might be asked about:
-
How your current plan is working for you
-
Your goals, and whether they’ve changed
-
How your funded supports, providers, and informal networks are helping
-
Whether you need more, less, or different support due to life changes
If everything is on track, the check-in ends there. But, and this is important, the NDIS website also states:
“If your check-in shows your plan is no longer meeting your needs, we may need to change your plan.”
What We’re Seeing in Practice
The intention may be fair, but what we’re seeing in reality is deeply concerning.
Very few participants receive more funding after a check-in call. Almost all participants who receive a new plan following a check-in have had their funding reduced.
This happens because participants often assume the call is just a casual check-in. They respond honestly, but casually, with things like:
“Yeah, things are going well.”
– True, because things are better than they were before the participant was on the NDIS.“I see my OT, but not as often as I should”
– True, but that’s because the OT can’t travel more often due to changes in travel funding.“Everything’s working fine, but my support worker only comes twice a week.”
– True, but the support worker only comes twice a week because the agency can’t provide a worker 5 days a week.
But these statements are then used as evidence that less support is needed, even when the participant didn’t realise they were being assessed and didn’t provide all the details needed for a thorough assessment.
Often, the calls leave:
-
No time to prepare
-
No opportunity to gather updated reports or evidence
-
No Support Coordinator present to support the participant
-
No clear pathway to challenge the decision with evidence
It’s a process that punishes honesty, particularly for those who experience challenges with memory, comprehension, or decision-making due to cognitive or psychosocial disability, or who have limited support networks.
Why This Matters
The NDIS was designed to give participants choice, control, and a fair say in their supports. But when check-in calls are used to make major plan changes without warning or support, that principle is lost.
This isn’t just a misunderstanding, it’s a systemic issue that puts people at risk.
The NDIS was built to empower people with disability, not catch them off guard.
If someone receives a new plan based on a 20-minute phone call they didn’t understand was an assessment, we have to ask:
-
Where is informed consent?
-
Where is procedural fairness?
-
Where is the right to advocacy?
Participants should never be penalised for saying “yes” to a phone call they believed was supportive in nature.
What You Can Do If This Happens
If you (or someone you support) receives a call from the NDIA:
- Ask up front: Is this part of a formal review? Will a new plan result from this conversation?
- Involve your Support Coordinator: You have every right to say you’re not comfortable proceeding without your Support Coordinator or a trusted person present.
- Request a formal review: You are entitled to a planned, structured, and supported review process — not a surprise reassessment.
- Document everything: Keep notes about who called, when, and what was said. This helps if you need to lodge a complaint or appeal.
These are your rights. You don’t have to go through this alone.
What We’re Doing
At CoAbility, we’ve seen the impact of these unannounced plan changes, and we’re committed to doing everything we can to:
- Make sure participants are supported to understand the process
- Attend check-in calls when invited
- Help participants document their support needs clearly
- Advocate for a plan review when a plan issued without warning or without the right evidence is received
- Push for greater transparency and fairness in how the NDIS manages check-ins and reviews
If this has happened to you, get in touch. We’re here to help you get back on track…because plans should be built with you, not around you.
Get in touch with us today. We’re here to help.
