Thirty of us came together for Planning Cafe last Thursday to learn to love our portal! A big shout out to peer facilitator, Charmaine Fraser for giving us a guided tour. Thanks also to Michelle from the NDIA who was on hand to answer questions and provide individual assistance.
Here’s what you said:
“It’s a nightmare.” “Not user friendly.” “Frustrating.” “I have wasted hours of my time on hold on the helpline and the music is terrible!” “MyGov secret questions and codes are too difficult to remember.” “I just started self managing and I found claiming easy and payments quick!”
Here are some tips from the Planning Cafe:
- It’s worth getting on to the portal and checking it out. If you can get on, it’s the best way to access your plan.
- Know your my.gov.au login details
- Know your username, password, secret questions – find the way that suits you best to remember them. One member recommended using an index book.
- If you detect wrong service bookings, contact the NDIA by email and they can cancel them.
- To check out your claims, go to “View Payment Requests”, leave it blank and hit search, then scroll down to see the list of past claims.
- Go to “My Support Budget” to see your total budget in a pie chart, as well as a list of funds spent and funds remaining for each category eg daily activities, transport, support coordination
- Some browsers are better than others – Firefox and Chrome seem to work better.
- Clear your cache – whatever that means.
- You might need to delink and relink your NDIS “service” on myGov (you will need another activation code from the NDIA).
- Be prepared to wait while you watch the spinning wheel.
- Remember that what you can see on the portal will depend on how you manage your plan. Self managers will be able to access more than people with Agency managed plans (so self managers can make a claim)
- Ask someone to sit with you and help. Ask your peers, LAC or Coordinator of Supports.
- Come along to a CDAH Peer2Peer meeting to get help
- If you can’t get on the portal, go in to the NDIA office and ask staff to assist you.
Here was your feedback for the NDIA:
- If we have to contact you on the phone or in the office, please be courteous and treat us with respect. Please work on your communication skills with the public.
- Have the payment request section of the portal read like a bank statement…easy
- Work on Nadia’s Auslan skills.
- The portal needs to be accessible for people who use screenreaders. Plans can only be saved as a PDF. Can we please have access to our plans in rich text format or in Word?
- Please fix up the portal to make it user friendly. Notify us when a payment is made. Allow minimum data to be entered, but also allow us to to record more details if we want to.
What other suggestions about the portal do you have for your peers and for the NDIA? Let us know!
Here is the link to the NDIS guide to the participant portal