How the NDIS is Performing Against the Participant Services Guarantee?
Our experts explain interesting outcomes of the NDIS Quarterly Report Q2 2024-2025 for NDIS participants and their supporters.
The NDIS Quarterly Report for Q2 2024-25 was released to the public in February, offering interesting insights into the NDIS’ performance against the Participant Services Guarantee (PSG).
The PSG was introduced in 2022 and set clear timeframes for key NDIS processes. It is intended to give participants and people interacting with the NDIS clear timeframes for decision making.
In alignment with the PSG, the NDIS has 21 days to “decide whether to undertake a participant-initiated plan reassessment” after the request is received.
The latest Quarterly Report shows that the NDIS is achieving this 23% of the time. This is a decrease from the previous quarter, where this was being achieved 29% of the time.
Once the NDIS has decided whether to complete the plan reassessment, the PSG states that this should be done within 28 days.
The Quarterly Report demonstrates that this target is being met 90% of the time, which is even with the previous quarter.
For Reviewable Decisions, the PSG states that the review should be completed within 60 days of the request being received.
The Quarterly report demonstrates that this is being achieved 66% of the time, which is an increase from 59% last quarter.
What does this mean?
If you are submitting a Change of Situation request outside of a scheduled plan reassessment, the PSG states that this should be completed within 49 days (21 days to decide whether to undertake the reassessment, and 28 days to complete the reassessment).
If you are submitting a review of a reviewable decision, this should be completed within 60 days.
When you submit your Home and Living requests, we recommend that you mark the dates in a calendar and follow up with your planner or NDIS contact as soon as these timeframes lapse. Make sure you reference the PSG in your follow up.
You can access the full quarterly Report here.
Do you or the people you support need help navigating NDIS timeframes?
Our Home and Living Support Coordination team is here to help you understand your rights under the Participant Service Guarantee and ensure your Home and Living requests stay on track. We'll help you monitor deadlines, follow up with the NDIS, and make sure you are working towards your goals.
Get in touch with our expert team today.
Article published: March 2025
About the author
Lydia Dockrill is a Clinical Practice Advisor who has worked extensively across many areas of the health and disability sectors in both Australia and New Zealand.
Lydia is our resident expert at quality control and in developing documentation for NDIA funding and works both as a mentor to the team internally, and as a mentor/consultant externally.
You can find out more about Lydia here.
Our Consultancy team has extensive experience operating in the disability housing market, offering providers a tailored experience to benefit from our expertise in vacancy management, marketing, tenant matching and NDIS legislation.
You can find out more about this service here.
Unidentified embedded block.
Browse Resources
Housing Seeker Profile
Creating a Housing Seeker Profile is a simple process which involves telling us what you are looking for and what is important to you.
Housing Roadmap
The Housing Hub has worked alongside people with disability to map out the stages of a housing journey and the information you need to know about when moving through each step.
Living More Independently
The Housing Hub has teamed up with Mable to create a three-part series about living more independently.