How Plan Managers Process Wheelchair Purchases on the NDIS

What Plan Managers Actually Do

Around 45% of NDIS participants are plan-managed, making plan managers the biggest single group in the NDIS ecosystem. If you are plan-managed, your plan manager handles the financial side of your NDIS spending: they pay suppliers, track your budgets, and ensure claims comply with NDIS guidelines.

For wheelchair purchases specifically, here is exactly how the process works from start to finish.

The Plan-Managed Wheelchair Purchase Process

Step 1: Choose Your Wheelchair

As a plan-managed participant, you can buy from any supplier, whether or not it's registered with the NDIS. That gives you a wider choice of suppliers. Browse our full range at Mobility Concierge.

Step 2: Get an OT Assessment (If Needed)

For wheelchairs under approximately $1,500, an OT assessment is generally not required. For more expensive chairs or complex seating needs, your plan manager will typically require an OT report before approving the purchase. Read more: Your First OT Assessment

Step 3: Get a Quote

The supplier provides a quote or invoice. At Mobility Concierge, we create NDIS-compliant invoices that include the information your plan manager needs, with itemised pricing.

Step 4: Forward to Your Plan Manager

Send the quote or invoice to your plan manager. They will check:

  • The item is reasonable and necessary for your disability
  • Your plan has sufficient funds in the correct budget category
  • The support item number matches the product type
  • The price is reasonable (value for money)
  • The supplier has a valid ABN

Step 5: Plan Manager Pays the Supplier

Once approved, your plan manager pays the supplier directly via bank transfer. At Mobility Concierge, we include our bank details on every invoice. Payment typically takes 3-7 business days.

Step 6: Receive Your Wheelchair

Once payment is confirmed, the supplier ships your wheelchair. We offer free shipping on orders over $500 and flat-rate $14.95 shipping on smaller orders.

What Plan Managers Look For on an Invoice

A compliant NDIS invoice must include:

  • Supplier business name and ABN
  • Invoice number and date
  • Participant full name and NDIS number
  • NDIS support item number for each product
  • Product description, quantity, and unit price
  • Tax amount (if any)
  • Total amount due
  • Supplier bank details (BSB and account number)

At Mobility Concierge, every invoice we generate includes all of these fields. Your plan manager should not need to come back asking for missing information.

Common Issues and How to Avoid Them

Wrong Support Item Number

If the invoice has the wrong support item number, the plan manager cannot process it. See our NDIS Claiming Guide

Insufficient Funds in Plan

Your plan manager can tell you how much AT funding remains in your plan before you purchase. Always check first, especially for higher-value items.

Missing OT Report

For items over $1,500, plan managers will usually require an OT report. Get this sorted before ordering to avoid delays.

Tips for a Smooth Purchase

  1. Check your available AT budget with your plan manager before shopping
  2. Get an OT assessment early if you need one
  3. Choose a supplier who provides NDIS-compliant invoices (saves back-and-forth)
  4. Forward the invoice to your plan manager as soon as you receive it
  5. Follow up after 5 business days if payment has not been processed

Frequently Asked Questions

Can my plan manager refuse to pay for a wheelchair?

Plan managers can flag concerns if a purchase does not appear reasonable and necessary, but they cannot override your choice of provider (for plan-managed participants). If there is a dispute, contact your Local Area Coordinator (LAC) or the NDIS directly.

How long does plan manager payment take?

Typically 3-7 business days from receiving the invoice. Some plan managers process weekly in batches. If it has been over 10 days, follow up.

Can I buy from an online store with plan-managed funding?

Yes. Plan-managed participants can buy from any supplier with a valid ABN, including online stores. You are not restricted to registered NDIS providers.

What if my plan manager does not understand mobility equipment?

Send them to our store. We provide all the NDIS-specific information on every invoice, so the plan manager has everything they need to process the claim.

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