Keeping PACE with the NDIS

As an NDIS participant, you may have heard that the NDIA started using a new computer system (PACE) at the end of 2023. Any NDIS plans created in this new system will look a little bit different, and there is also a new process for getting your providers paid, depending on your plan management type.

If you were a client of ours before you received a plan in the new system, then the NDIS should automatically have set us up as your plan manager. We can keep on paying your invoices exactly the same as we were before. If this has not happened however, we will let you know, and you will need to follow the steps below for new clients.

Clients new to OnTime Plan Services

Clients who sign up with us for the first time, and who have a plan in the new PACE system, need to endorse OnTime Plan Services (OTPS) as their plan manager with the NDIS. If we don’t get an endorsement, we cannot make any claims for payment.

When you register with us as a client, we request the NDIA to set us up as your endorsed provider, and they will contact you to confirm that you accept this. This could take a little while however, and during that time we’re not able to see your plan or make any payments. So the quickest way to get the endorsement approved is for you to call the NDIA.

Contacting the NDIA to endorse OTPS

  1. Call the NDIS on 1800 800 110.
  2. Tell them your name and that you are an NDIS participant, or that you are the nominee for a participant. You will need to have your NDIS number on hand.
  3. Let them know that you have a new plan in the PACE system, and that you need to endorse your plan manager.
  4. They will need to confirm our details, which are: Provider Registration Number 4050107365 (The Trustee for OTPS Family Trust).
  5. Ask that OTPS be endorsed from the date the plan started (so we can pay invoices for the entire plan period).
  6. Check that the operator has finalised your request, and that OTPS is now endorsed. This can be done straight away and should show up immediately in their computer system.

Some issues that may come up with the endorsement process

  • While our business name is OnTime Plan Services, our registered trading name listed with the NDIA is The Trustee for OTPS Family Trust. This sometimes confuses NDIA call centre operators, but rest assured that it is still us.
  • We can only pay invoices or make reimbursements from the date we are endorsed as your plan manager. This is why it’s important to make sure we are endorsed from the plan start date, as otherwise some of your invoices may not be able to be paid.
  • The process of endorsing us as your plan manager can be done by the push of a button by the NDIA, while you are on the phone. It does not take overnight to come up in the system.
  • Occasionally, a planner may not have ‘released’ your plan in the system. This means that you are unable to endorse us, until the planner has completed everything at their end. If you are advised by the NDIA that they cannot endorse us as there is nothing showing for them, then get in touch with your planner and check that they have finalised everything.
  • Remember – this only applies to new plans issued in the PACE system, it is not needed for plan extensions or plans in the old system.

Remember – if you have any questions or problems with getting us set up as your plan manager on the new PACE system, just get in touch with us and we can help! The quickest way is to give us a call on 5446 5400 or send us an email at