Plan Managers Advocacy Group

Working Together for a Stronger Plan Management Sector

Phil Cawthorne

CEO of Credability Systems

Credability Systems has always stood with Plan Managers. When the 2023 NDIS Review raised questions about the future of Plan Management – and media headlines dismissed the role as “ticket clippers” – we knew action was needed. That’s why we launched the Plan Managers Advocacy Group, giving Plan Managers a united voice and driving real outcomes, including a petition that gathered over 5,000 signatures to protect the future of the role.

Over 67% of NDIS Participants (more than 500,000 Australians) depend on Plan Managers to protect their choice and control over funding and supports.

Today, our commitment to advocacy continues with a broader vision. Our CEO, Phil Cawthorne, now serves on the board of Disability Intermediaries Australia (DIA), the peak body representing Plan Managers, Support Coordinators, and Psychosocial Recovery Coaches. By putting the resources and scale of Credability Systems behind DIA, we’re helping shape a stronger, more unified sector – one that champions choice, control, and sustainability for all intermediaries.

What is Disability Intermediaries Australia (DIA)?

Disability Intermediaries Australia (DIA) is the peak body representing intermediaries in the NDIS sector. It advocates for Plan Managers, Support Coordinators, Psychosocial Recovery Coaches, and Digital Intermediaries, ensuring their voices are heard in the decisions that shape the industry.

Membership means being part of that voice, influencing how policies are formed, how systems are improved, and how intermediaries are represented at every level. DIA also provides members with advocacy, policy updates, and practical support to strengthen their businesses and the sector as a whole. It’s about staying informed, connected, and part of a collective that drives better outcomes for participants and long-term sustainability for the intermediary sector.

Why Intermediaries Matter to Participants

Intermediaries do far more than process payments, they help uphold Participant choice and decision‑making by ensuring funds are used appropriately and transparently. They also support scheme integrity by identifying and reporting misuse of funds, helping to protect Participant budgets and the wider NDIS. The sustainability of this sector directly impacts Participant outcomes and the financial health of the Scheme.

FIND OUT MORE

What is the NDIS Review?

In October 2022, the Minister for the NDIS announced a review of the Scheme to be conducted by an Independent Review Panel. The scope of the NDIS Review included the design, operations, and sustainability of the NDIS as well as ways to build a more responsive, supportive, and sustainable market and workforce.

The Independent Review Panel released the ﬁnal report in November 2023. It consisted of 26 recommendations across all aspects of the NDIS, from scheme design and participation, through to Service Provider markets and governance.

Of particular concern for Plan Managers should be:

Recommendation 4: The consolidation of multiple intermediary roles potentially incorporated into ‘system navigators’
Recommendation 10: A transition to fully electronic real-time claims and payments, with the support to monitor and manage funding transitioned to these Navigators, effective removing the role of Plan Management.

Fraud Prevention and Scheme Integrity

These NDIS Review recommendations have serious repercussions, not only for you as Plan Managers, but for the 500,000 Participants who choose to be plan-managed. Research demonstrates that Plan Managers play a critical role in identifying suspicious or non‑compliant claims with a significant proportion of the 7,000+ fraud reports last quarter submitted by to Plan Managers. This oversight helps protect Participant funds and supports the integrity and sustainability of the NDIS, alongside the NDIA’s strengthened fraud‑prevention measures and system‑wide compliance efforts.

Now is the time for action. We need to remind the government and key stakeholders of the important role that Plan Managers deliver for both Participants and for taxpayers funds.