NDIS Check-In Calls
Check‑in calls are being used more often across the NDIS, and it can be hard to know how they work or why you might receive one.
This page breaks down the key points in a practical way designed to help you feel informed rather than overwhelmed.
What's happening?
More people across the NDIS are receiving “check-in” phone calls from the NDIA.
These calls are often:
- Unplanned
- From a private or unknown number
- Framed as “just a quick check-in”
But for many people on the NDIS and their families, they’re having real consequences for future plans, funding, and eligibility.
What do these NDIS phone check-ins mean in practice?
NDIS phone check-ins are being used by the NDIA to inform decisions about upcoming plan reviews, often before a formal reassessment takes place.
Many people report:
Little or no notice before the call
No time to prepare or gather evidence
No Support Coordinator, nominee, or advocate present
No clear explanation that the conversation may affect their next plan
When do NDIS phone check-ins usually happen?
An NDIS phone check-in is a call between you (or your nominee/child representative) and an NDIA representative.
It can happen at any time.
People report receiving these unexpected calls:
- In the months leading up to a scheduled plan reassessment
- When a plan is nearing its end date
- At random points during their NDIS plan, framed as a part of a broader review of whether a full reassessment is needed
What happens during these phone calls?
During the call, you may be asked about:
- How your current NDIS plan is working
- Whether your goals have changed
- How funded supports are helping you
- What informal supports you rely on
- Whether you think you need support more often, less regularly, or different support altogether
Although these calls are often positioned as informal, they can, and often do, influence your next plan.
And while these calls have been positioned as a more relaxed way to collect necessary information about a person’s NDIS plan, the reality is that they can feel less like support, and more like reassessment without safeguards.
What happens as a result of these calls
After an NDIS phone check-in, people are typically seeing one of three outcomes:
Plan rollover
Your current plan continues with little or no change.
Plan changes
Funding may increase or decrease (more likely decrease*) sometimes without updated evidence being considered.
Eligibility review
In some cases, people are asked to re-demonstrate their need for the NDIS.
* Since May 2025, approx. one third of participants in the NDIS whose plans have been reassessed have had their total NDIS packages cut by an average of 22.5 per cent.
The wider context
From a broader perspective, this change is happening alongside other modifications that point to a more conservative interpretation of NDIS policy and practice.
I-CAN Assessments replacing clinical NDIS assessments
Thriving Kids taking over from the Early Childhood Intervention Scheme
Notice of Impairments (s32BA)
Stated supports and funding periods (s33)
Learn more about these changes here
Why this matters
NDIS check-in calls are increasingly being used to complete plan reviews over the phone.
That matters because these conversations can shape your next plan, sometimes more than people realise.
Here’s why it’s important:
- They can influence your future supports.
What’s understood about your daily life, goals, and challenges during that call may directly inform your next plan. - They rely heavily on how your needs are captured in the moment.
If support needs aren’t clearly articulated or recorded in a way that aligns with the NDIS criteria, they may not be reflected in the final plan. - They can move quickly.
Without preparation, important details can be missed simply because there wasn’t time to reflect. - They sit within broader NDIS reforms.
As review processes become more streamlined, understanding how these calls operate helps reduce uncertainty.
A check-in call isn’t something to fear. But it is something to approach thoughtfully.
What you can do
If you receive a call from the NDIA about a phone check-in:
You’re allowed to pause.
Ask who is calling and the purpose of the call
Let them know it's not a good time, and request a reschedule
Request your Support Coordinator, nominee, or advocate be present
You don’t need to answer on the spot.
Remember, the NDIS was built on choice and control – your autonomy and dignity should always be at the centre of your support.
No matter what they say to you, it’s okay to say, “Now is not good time to talk.”
Frequently asked questions
What should I do after a check-in?
If anything felt unclear, rushed, or worrying, it can help to slow things down before taking action.
- Write down what you remember fromj the call while it’s still fresh – who called, what was asked, and anything that stood out.
- Ask for clarification if something didn’t make sense. It’s okay to follow up or ask questions later.
- Pause before making decisions. You don’t need to agree to changes or act on anything immediately.
- Get support from someone you trust before responding to follow up requests or emails, or signing anything.
Taking a moment to understand what the call means for you is allowed, and often helpful.
I’ve had a check-in and I’m feeling unsettled, is that normal?
Yes.
Many people feel unsettled, anxious, or caught off-guard after a phone check-in, especially when the call is unexpected or unclear.
That reaction doesn’t mean you’ve done anything wrong.
It usually reflects how complex and unpredictable the system can feel, particularly when information is shared quickly or without much context.
Feeling unsure is common, and it’s okay to take time to steady yourself before taking next steps.
Where can I get support if I’m unsure what a check-in means for me?
You don’t have to work it out on your own.
Talking things through with a trusted provider, Support Coordinator, or advocate can help you:
- Understand what the call was about
- Make sense of any follow-up information
- Decide whether anything needs to happen next to support your needs
Having someone walk alongside you can bring clarity, reassurance, and a clearer sense of what, if anything, needs your attention.
Our team is always happy to chat things through. Call us on 1800 446 448 or send through an enquiry and we’ll be in touch.
It’s okay to say, "Now is not good time to talk."
Important Information
This page is based on publicly available information and current guidance at the time of publishing.
NDIS policy and implementation processes can change, and further details may become available over time. For the most up-to-date advice about your individual circumstances, contact the NDIA directly or speak with your support team.
Learn more about the NDIA’s approach to check-ins.