Virtually Accountable - NDIS Plan Manager

10/08/2026

You may have seen the “90% of small NDIS plan managers showed non-compliance” statistic circulating on social media.

It’s a confronting headline.

But there is some important context missing.

The evidence being referred to came from NDIA Deputy CEO John Dardo and related to a specific cohort of smaller plan managers managing between 0–100 participants.

Importantly, the evidence referred to “indicators of fraud”.

An indicator of fraud is not a finding of fraud.

It is also not the same thing as a formal finding of non-compliance.

An indicator is something identified through data, behaviour or patterns that warrants further examination. That distinction matters — particularly when statistics are being shared publicly in a way that can undermine confidence in an entire sector.

There is another statistic being circulated alongside it.

In 2024, the NDIA confirmed that it had undertaken anonymised data matching between 900 plan manager ABNs and the ATO. Of those, 343 — approximately 38% — would have failed a Statement of Tax Record at that time.

Again, that is concerning and absolutely warrants scrutiny.

But failing a tax compliance check is not, by itself, evidence that an organisation has fraudulently claimed NDIS funding.

At Virtually Accountable, we strongly support increased integrity and accountability across the NDIS.

In fact, providers working with us may have noticed that we are asking more questions and requesting more supporting documentation than they may have experienced previously.

There is a reason.

The NDIA and NDIS Quality and Safeguards Commission have specifically reminded Plan Managers and Support Coordinators of their obligations around record keeping, conflicts of interest and preventing the misuse of NDIS funds.

The compliance environment is changing.

Plan Managers are increasingly expected to be able to demonstrate that payments made from participant plans were legitimate, appropriately claimed and supported by adequate records.

That means invoices matter.

Service agreements matter.

Support notes matter.

Rosters, timesheets and evidence of services delivered can matter.

And providers maintaining appropriate business, taxation and compliance records matters.

We don't believe stronger integrity measures are something good providers or good plan managers should fear.

They protect participants.

They protect legitimate providers.

They protect the sustainability of the NDIS.

And ultimately, they help ensure funding reaches the people it was designed to support.

But accountability needs to work both ways.

We should absolutely investigate fraud and non-compliance wherever it occurs.

We should also be careful not to turn a risk indicator into a finding of guilt simply because it makes a better Facebook headline.

Virtually Accountable is led by professionals with qualifications in Government Fraud Compliance, strengthening our approach to fraud awareness, payment integrity, evidence and NDIS compliance.

Virtually Accountable has had ZERO findings of non-compliance and pass a stringent audit every 18 months, with weekly integrity checks by the NDIS that we have passed every single time.

Integrity matters.

So does accuracy.

— Virtually Accountable

06/08/2026

Support notes aren't just paperwork—they're one of the most important records you keep.

With the NDIA increasing its focus on compliance and integrity, providers are being asked more frequently to produce evidence that supports were actually delivered. One of the first documents requested is often your support notes.

Good support notes should:
• Record what support was provided.
• Reflect the participant's goals and outcomes.
• Document any changes, concerns or incidents.
• Be completed as close to the time of service as possible.
• Be factual, objective and easy to understand.
• Match your rosters, timesheets and invoices.

Remember, if it isn't documented, it becomes very difficult to demonstrate that the support occurred.

Support notes don't need to be lengthy, but they do need to tell the story of the support that was delivered. A few meaningful sentences that accurately reflect the participant's day are far more valuable than generic comments repeated across every shift.

Strong documentation protects everyone:
✓ The participant
✓ The support worker
✓ The provider
✓ The integrity of the NDIS

Now is a great time to review your documentation practices. Ask yourself:
"Would these notes clearly demonstrate the support provided if they were requested by the NDIA six or twelve months from now?"

Good record keeping isn't about preparing for an audit—it's about delivering quality supports and being able to demonstrate the great work you do every day.

06/08/2026

As many providers may already be aware, we are seeing an increasing number of requests from the NDIA Integrity Team seeking supporting documentation for previously claimed services.

These requests are becoming a more regular occurrence and may include documentation such as:
• Service agreements
• Support notes
• Timesheets and rosters
• Payslips
• Travel logs
• Worker details, including NDIS Worker Screening information

While each request is different, it serves as a timely reminder of the importance of maintaining complete, accurate, and readily accessible records for all supports delivered.

If you receive one of these requests, don't panic. Take the time to carefully review what has been requested and provide the information within the required timeframe. Good record keeping not only supports compliance but also protects your business, your workers, and the participants you support.

For Plan Managers, these requests may also involve claims that were processed on behalf of participants. It is important to remember that supporting evidence is generally held by the provider who delivered the supports, so ensuring your documentation is up to date is more important than ever.

We're interested to hear from other providers—have you started receiving more Integrity Team requests recently?

04/08/2026

There’s nothing more rewarding than knowing we’ve made a positive difference in someone’s journey.

Today we received this beautiful feedback from one of our participants, and with their privacy protected, we wanted to share just how much it meant to us.

“I caught up with my auntie yesterday and we were talking about all the changes within the ndis that ultimately are leading to so many peoples budgets being cut, and just wanted to say a huge personal thank you to you & your team for getting Mr D’s funding back + some. My auntie is the most beautiful person and she’s experienced so much heartache in her life, and based on what she told me you guys were a real lifeline to her when it happened. I feel not a lot of consideration is taken regarding how much work you all actually do, and it really means so much to me that you guys were able to look after her and Mr D the way that you did.

All my genuine appreciation and adoration”

Reading messages like this reminds us why we do what we do every day.

To the wonderful person who shared these kind words—thank you for trusting us to be part of your journey. Your appreciation means more than you know, and we’ll continue striving to provide compassionate, person-centred support to everyone we work with.

Thank you for the privilege of supporting those you love.

💙 Every journey matters. Every person matters.

30/07/2026

This is something we're incredibly proud to be part of.

Behind every invoice is a participant relying on supports, a provider waiting to be paid, and a plan manager ensuring claims are appropriate before they ever reach the NDIA.

Last week alone, our small team processed more than 10,000 invoices. That's over 10,000 supports helping participants live more independently, while also ensuring NDIS funds are being used appropriately.

Plan Management isn't just about paying invoices. It's about protecting participants, safeguarding Scheme funding and identifying issues before claims are lodged.

Statistics like these remind us just how important that role is.

Thank you to our incredible team for the work you do every single day, and to our participants and providers for trusting us with your Plan Management. 💙

We told you plan managers stopped $270.5 million in a single quarter. 💰
Here's what that looks like next to the NDIA's own numbers. 👇
⚖️ NDIA Crack Down on Fraud, Q3 2025–26: ~$35.7 million stopped pre-payment
🛑 DIA survey members: $270.5 million stopped pre-lodgement

That's roughly 7.6 times more, from one-third of the plan-managed sector.

Different scope, complementary work.

✅ Quality intermediaries protect more.

30/07/2026

To our wonderful participants, families and providers,

Firstly, thank you.

Over the past week, two of our team members have been on planned annual leave while several of the team working behind the scenes have unfortunately been hit hard with the flu. Despite this, we are incredibly proud that all plan management invoices continued to be processed seamlessly, ensuring there was no disruption to participant payments.

Like every workplace, our team also takes well-earned annual leave throughout the year. We plan for this wherever possible, but when planned leave coincides with unexpected illness, there can occasionally be short delays in responding. We appreciate your understanding during these times.

We know some people experienced delays in reaching us, and we sincerely appreciate the kindness, patience and understanding shown by so many of you. Your consideration has meant a great deal to our team.

As much as we always strive to respond as quickly as possible, we are only human. While Support Coordination is an important service, it is not a crisis service, and there may occasionally be times when responses take a little longer due to staff illness, leave or unforeseen circumstances.

We have worked hard to return all emails and voicemail messages and believe we are now up to date. If we have inadvertently missed you, please don't hesitate to reach out again—we would much rather hear from you than have you waiting.

Just a reminder that there are several ways to contact us:
• Facebook Messenger
• Our website contact form
• Email (all team members have direct email addresses)
• Phone

For those with Plan Management, don't forget you can also use the Live App to monitor your plan utilisation at any time, and your monthly statements provide an up-to-date summary of your funding and claims.

Even while staff were on leave, we continued monitoring emails and responded to anything that required immediate attention. We are committed to ensuring urgent matters are addressed as quickly as possible.

Finally, we'd like to thank the many participants, families and providers who checked in on us and wished our team a speedy recovery. Your kindness never goes unnoticed.

Thank you again to everyone who has shown compassion and patience over the past week. Your support reminds us that behind every phone call and email are real people who care deeply about the work they do.

We appreciate you all. 💙

02/04/2026

🌸🐣 Happy Easter from the team at Virtually Accountable! 🐣🌸

We hope you enjoy a relaxing and meaningful Easter break, with time to unwind and spend with those around you.

At Virtually Accountable, we remain committed to supporting you and ensuring your services continue smoothly during this period.

Please note:
Our services will be closed from Good Friday and will reopen on Tuesday, 7 April. During this time, invoices will not be processed. Processing will continue as normal in the lead-up to the closure and will resume promptly once we return from the public holidays.

Wishing you a safe and happy Easter 💛
– The Team at Virtually Accountable

18/03/2026

🌟 Extra support when you need it most 🌟

Did you know about the National Assistance Card?

🪪 What is it?
A free card designed to help individuals communicate their needs quickly and discreetly in the community—especially in situations where they may feel overwhelmed, unwell, or unable to explain what they need.

👥 Who is it for?
People of all ages living with disability such as ASD or ID, mental health conditions, or other support needs that may impact communication or independence.

💬 For our Support Coordination participants:
If you are supported by our team for Support Coordination, we can assist you to apply for your card as part of your plan. We’ll guide you through the process and ensure it’s tailored to your individual needs.

This is a simple but powerful tool to help build confidence and safety when out and about.

📩 Reach out to your Support Coordinator or send us a message to get started!

20/02/2026

Have you grabbed a copy of the local paper today? 📰

VA is excited to be featured in the NDIS Quarterly across our region’s local publications, including:
• The Border Watch
• Limestone Coast Today
• The Border Chronicle
• The South Eastern Times
• The Pennant

We’re proud to be showcased alongside other incredible local providers supporting people across our community.

Pick up a copy and have a read — it’s fantastic to see the strength and collaboration within our local NDIS network! 💛
..and don't forget - we are your local, plan management team, offering in person support and face to face sign ups!

17/02/2026

Local area coordinators help NDIS participants work towards their goals, including connecting to informal, mainstream and community supports.

They can help you to find relevant information about the NDIS, understand and access the NDIS, support and implement your NDIS plan and apply for any changes to your plan if required.

Learn more at 💻 https://ow.ly/EZ8H50YeCFZ