Tip #25 Record Contact with the NDIS

Tip #25 Record Contact with the NDIS

Ever spent what felt like a lifetime on hold with the NDIS call center, only to be cut off right when someone finally answered? Or arrived punctually for a planning meeting only to twiddle your thumbs in the waiting room for 45 minutes? Welcome to the NDIS obstacle course! And guess what? You should write it ALL down.

Why Document Everything?

Think of your Calendary as a time machine. Future You might need to prove exactly when you called, who you spoke with, what was said, and how long you waited. It's not just about being petty (though sometimes that feels good too!)—it's about creating a paper trail that could save your supports.

What to Record

  • Date and time you called the NDIS
  • How long you were on hold (yes, even if it was 62 minutes!)
  • Name of the person you eventually spoke with
  • Reference numbers for the call
  • What was discussed and promised
  • If you were cut off, record that too!
  • For meetings: scheduled time, actual start time, end time
  • Names of everyone present
  • Take your Calendary to EVERY NDIS meeting - this is your secret weapon!
  • Write down specific promises made during meetings ("John promised therapy funding would be approved by April 10")
  • Ask the NDIS representative to initial these promises in your Calendary - they might refuse, but it's worth asking!
  • If they won't initial, record their full name and position alongside the promise
  • Document rejections too - "Sarah denied request for sensory equipment funding because..."
  • Note any follow-up actions they committed to ("Will email approval letter by Friday")
  • Record any deadlines they set for you or themselves
  • Write down any witnesses present who heard the promises made

Real-Life Example

"Monday, March 17: Called NDIS at 9:15am. On hold for 47 minutes. Spoke with James about transport funding. He provided reference #NDI55782. Call dropped at 10:22am when being transferred to supervisor. Called back at 10:30am..."

The Payoff

When the NDIS questions why you couldn't complete something by a deadline, or claims they never received your information, your detailed Calendary becomes your superhero cape.

Remember: In the world of the NDIS, the person with the best records often wins. Your future stressed-out self will want to hug you for documenting everything today!

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