How to claim NDIS resources from Sister Sensory
- Low Risk (Consumables) or Assistive Technology.
- Assistive Products Personal Care/Safety
- Assistive Products for Household Task
- Comms and Info Equipment
- Hearing Equipment
Please contact your plan manager for any issues with the payment of invoices and plans. We can not access them due to privacy reasons.
Due to the increasing amount of non-payment issues with NDIS Orders, we are following to a strict 2-week payment schedule. Plan Managers typically pay within 3-5 business days- once invoices have been received.
Any unpaid invoices at 2 weeks will receive one final reminder via email and then will be cancelled.
- Self-Managed – you process your invoice yourself.
- Plan Managed – your invoices are processed by your Plan Manager.
- NDIA Managed – your invoices are processed by us (Sister Sensory) through the NDIS Portal.
Unsure how your plan is managed?
Contact NDIA on 1800 800 110. In all cases, NDIS orders will only be processed if they have been invoiced. Plan Managers and the NDIA cannot process quotes.ALL NDIS ORDERS NEED TO CHECKOUT VIA THE WEBSITE ONLINE.
SELF MANAGED
Ordering guide for NDIS self managed clients
If you are self-managed, your invoice will be emailed to you within 1-2 business days for you to organise your funding/payment. You will need to make a payment request through the portal and then once you receive the funds, you can pay the invoice. Please note, that if you wish to pay for your order at checkout, please do not choose the NDIS Payment option. Please choose one of the alternative payment options and your invoice will be sent to you.
- Proceed to the checkout and make your payment.
- Check out as normal. Do NOT choose NDIS Button. Confirm your payment.
- A copy of your invoice will be emailed to you so you can make your claim with the NDIS.
- If you prefer to submit an invoice to be paid by the NDIA first.
- Checkout online, place items in the cart – use the NDIS button at checkout and answer the questions/choose Self-Managed.
- We will send you a confirmation order and then an invoice for payment.
- Unpaid orders will be cancelled after 7 days
- For any bulk items – we will need to confirm the shipping cost after checkout.
PLAN MANAGED (PLAN MANAGER)
The Plan Manager/Third Party Agency pays us directly for resources.
If you are Plan Managed, an invoice will be created and emailed to your Plan Manager within 1-2 business days for them to process.
- Choose items online.
- Place items in cart.
- Use the NDIS button at checkout.
- Answer the questions and choose Third Party Managed.
- Supply the Plan Manager’s name and email address. The person or company that pay the invoices.
- We will send an invoice to your Plan Manager.
- You will be CC’d on the invoice.
There is no need for a Service Agreement.
Your Plan Manager will make a direct claim to NDIA, then transfer payment to us.
Once payment is received and confirmed, we dispatch the order to you.
Please note* There can be a delay between your plan manager sending us a remittance/confirming payment and then the payment hitting our bank accounts so please keep that in mind when emailing to ask where your items are.
Payment times vary depending on your Plan Manager. Orders are typically shipped within 48 hours of receiving payment. This can take up to 7 days plus.
Unpaid orders will be cancelled after 14 days.
NDIA MANAGED
Ordering guide for NDIA managed clients
If you are NDIS Managed your order will be processed for you through the portal within 1-2 business days. We will automatically use your Consumables funding if available but please leave a note if you would like us to claim from another category (usually Assistive Technology)
- Select items online
- Place items in cart.
- Use the NDIS button at checkout
- Answer the questions and we will submit a direct claim to the NDIA for you.
- You need to choose NDIA Managed and fill in the Date of Birth / Person Name / NDIS Number. We need this to access the portal on your behalf.
Once approved and payment received (up to 5 business days) we dispatch your order within 48 hours.
Download and complete our NDIS Service Agreement Form.
Please note: orders paid by the NDIS cannot be refunded. We only offer an exchange or store credit on these items.
Ensure sure you have enough funds in your accounts.
Terms of ordering with NDIA Managed Funds
When you place an order with Sister Sensory using the NDIA Managed Funds option, you accept the following as the Service Agreement between the Provider (Sister Sensory) and the NDIS Participant/Representative:
The Provider (Sister Sensory) will:
- Make service bookings and payment requests as per the order placed by the NDIS participant/representative.
- Fulfil the order within a reasonable timeframe once payment of the order is processed by NDIA.
The NDIS Participant/Representative will:
- Let the provider know of any changes to the participant's NDIS plan.
- Allow the provider to make service bookings and payment requests as per the order placed on this website.
Responsibilities of Sister Sensory Pty Ltd under the NDIS
- Communicate openly and honestly in a timely manner.
- Treat the Participant with courtesy and respect.
- Consult the Participant on decisions about how support is provided.
- Listen to the Participant’s feedback and resolve problems quickly.
- Give the Participant the required notice if the Provider needs to end the Service Agreement.
- Protect the Participant’s privacy and confidential information.
- Provide support in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules, and the Australian Consumer Law.
- Keep accurate records on the support provided to the Participant, and Issue regular invoices and statements of the support delivered to the Participant.
Responsibilities of Participant / Participant’s representative
- Inform the Provider about how they wish the support to be delivered to meet the Participant’s needs.
- Treat the Provider with courtesy and respect.
- Talk to the Provider if the Participant has any concerns about the support being provided.
- Give the Provider the required notice if the Participant needs to change the Service Agreement.
- Let the Provider know immediately if the Participant’s NDIS plan is suspended or if replaced by a new NDIS plan or the Participant stops being a participant in the NDIS
Feedback, Complaints and Disputes
- If the Participant wishes to give the Provider feedback or make a complaint, the Participant can call Narelle Falzon on 0401 689 313 or email info@sistersensory.com.au
- If the Participant wishes to do this anonymously, this can be done via post by mailing complaint to PO Box 241 Bacchus Marsh Victoria 3340
- If the Participant is not satisfied or does not want to talk to this person, the Participant can contact the NDIS Commission by calling 1800 035 544 or online at www.ndiscommission.gov.au for further information.
What is the NDIS?
How your NDIS funds are managed will effect the way your order needs to be processed. Please read the relevant ordering guide below to make sure we are able to process your order correctly.
WHAT IS THE NDIS?
The National Disability Insurance Scheme (NDIS) is the new way of providing support for Australians with disability, their families and carers. The NDIS will provide about 460,000 Australians under the age of 65 with a permanent and significant disability with the reasonable and necessary support they need to live an ordinary life. As an insurance scheme, the NDIS takes a lifetime approach, investing in people with disability early to improve their outcomes later in life. The NDIS gives all Australians peace of mind that if their child or loved one is born with or acquires a permanent and significant disability they will get the support they need. The NDIS supports people with disability to build skills and capabilities so they can participate in the community and employment.
HOW DOES THE NDIS HELP THOSE WITH DISABILITIES?
These are the services available for all Australians from people like doctors or teachers through the health and education systems. It also covers areas like public housing and the justice and aged care systems.
Access community services and supportsThese are activities and services available to everyone in a community, such as sports clubs, community groups, libraries or charities.
Maintain informal support arrangementsThis is help people get from their family and friends. It is support people don’t pay for and is generally part of most people’s lives.
Receive reasonable and necessary funded supportsThe NDIS can pay for support that is reasonable and necessary. This means they are related to a person’s disability and are required for them to live an ordinary life and achieve their goals. Assistance from the NDIS is not means tested and has no impact on income support such as the Disability Support Pension and Carers Allowance.
WHEN AND WHERE IS THE NDIS AVAILABLE?
