What We Do
Here’s the Plan Management Experience – so you can see how your plan is managed!
Most participants have never actually seen what plan management involves day to day. Below, we’re laying out our 26-point compliance check so you know exactly what to expect from us – from the moment a provider sends an invoice, to the moment it’s paid, and everything in between we handle so you don’t have to.
Getting Started With Orange
Joining Orange is easy – it starts with a phone call, email, letter or in person.
REACH OUT1) Details
We take down your details
Name, NDIS Number, Date of Birth and Contact Information2) Service Agreement
We send over a service agreement via DocuSign so that it can be signed from anywhere on any device
3) Portal Setup
Once signed, we set your plan up in our system and put your service bookings in place
4) Endorsement
We handle the back-and-forth of getting endorsed as your Plan Manager with the NDIA
Keeping you in the loop, but you’re not chasing the paperwork!What Happens When a Provider Invoices Us
This is where most of the work happens – and where other plan managers cut corners.
Here’s what we check, every single time, before a cent leaves your plan!Step 1: A New Provider
If it’s a new provider we haven’t worked with before we don’t just take their invoice at face value:
If any of this doesn’t check out, we go back to the provider for correct information before a profile is creaetd – this step alone catches a lot of billing errors before they ever become a problem. Providers can find our invoicing details here:Verify Provider Profile
We set up a verified provider profile before anything is processed
Confirm ABN
We check their ABN against the official ABN Lookup register to confirm it matches their business name
Contact Details
We confirm their contact details – phone, email, physical address
Payment Details
We verify their payment details directly with the bank, checking that the account name matches the BSB and account number provided
Step 2: Every Invoice Gets Scanned and Checked
Every invoice is uploaded and automatically scanned for
– Participant Name -NDIS Number – ABN If the scan can’t confirm those details clearly, we check it manually rather than letting it slip through and if the details aren’t dright the invoice is rejected and sent back to the provider for correctionStep 3: Human Review – Every Invoice, Every Time
– NDIS number and participant name match
– Bank details on file match the invoice – ABN matches – Invoice total matches what’s been recorded in our system – Service dates are listed – Quantity of service hours listed – The hourly rate is at or below NDIS price guide limits for that item code – The service description matches the NDIS code supplied – The claim type is correct (e.g. standard service vs. provider travel) – GST is applied correctly – The invoice number isn’t a duplicate of one already processedAny invoice over $4,000 gets a second, independent review by another team member before it goes further – an extra layer specifically for your larger claims.
Step 4: Payment
Once everything checks out and funding is available, your invoice joins a batch payment. A manager reviews the full batch – cross-checking every individual invoice agianst its payment amount – before it’s submitted to the NDIA. Once the NDIA pays us, we pay your provider.
If Something is Not Right
Ready to Switch?Duplicate Invoice
If it matches one we’ve already processed, it’s stopped before double payment can happen
Category Not Covered
If a claim is for a support category you’re not funded for (or that isn’t plan managed), the invoice is rejected and you and your Support Coordinator are notified
Insufficient Funds
If there isn’t enough left in the relevant budget, we flat it and can arrange manual submission for payment by the NDIA where appropriate
Provider Service Agreements
When a service agreement comes in from your providers, it is saved on file and uploaded into our system so it can be tracked live against your availabe funding – not just filed away. If a service agreement would exceed what’s actually available in your plan, we don’t let it through quietly: it is rejected and sent back to you and provider for clarity before anything’s locked in
Big or One-Off Purchases
Thinking about a specific item or piece of equipment? We don’t just wave things through:
1. You or your Support Coordinator send through a quote or request. 2. We check what funding is actually available and, where needed, request supporting documentation confirming it’s disability-related. 3. Once that’s confirmed, we request a formal invoice from the provider. 4. From there, it goes through the same rigorous invoice process as everything elseStaying in Touch
Plan Management isn’t a “set and forget” service. On an ongoing basis, we:
Monthly Statements
Send monthly statements so you always know where your funding stands
Participant Approval
Send participant invoice approval requests when required
Overspend Warnings
Warn you ahead of an overspend, not after it’s happened
Notify Plan Expiry
Notify you before your plan expires
Funding Questions
Answers questions about what can and can not be funded under your plan
Communicate with providers
Field calls from providers checking on payment status – so that’s one less call for you
Every Check Point at a Glance
Every invoice goes through up to 26 separate checks before its paid. Every new provider is verified – ABN, bank detials, and contact details – before they’re set up in the our system. Every large purcase is checked against your actual funding and documentation before we request an invoice. And you’re kept informed at every stage not just when something goes wrong
