Separating SC & SD for NDIS Compliance

For NDIS providers offering both Support Coordination and Service Delivery, to create holistic streamlined experiences for participants, reducing stress and maximising plan use, managing conflicts of interest is not optional—it’s the law. Our new Support Coordination module delivers the structural separation you need to ensure compliance, protect your registration, and uphold true participant choice and control.

The National Disability Insurance Scheme (NDIS) sets a high bar for ethical conduct. For providers who offer both Support Coordination (SC) and direct Service Delivery (SD), the greatest compliance risk lies in the perceived or actual Conflict of Interest (COI).

Without a demonstrable separation, it is easy for an organisation to fall into the trap of steering a participant toward their own services, thereby undermining the core NDIS principle of Choice and Control.

This is why many industry experts and regulatory guidelines advise implementing a “Digital Wall”—a clear, enforceable functional separation. Our new Support Coordination Module is the technological tool built to be that wall.

The NDIS Conflict Problem:  More Than Just a Policy

The risks associated with poor COI management are severe and can include:

• Regulatory Sanctions: The NDIS Quality and Safeguards Commission can impose conditions, suspensions, or even de-registration for breaches of the Code of Conduct.

• Erosion of Trust: Undermining participant choice leads to a breakdown of confidence and puts your provider reputation at risk.

• Overservicing: The risk of recommending more services than required, simply to boost revenue, directly violates NDIS principles and can lead to financial penalties.

The Solution: A Technological Wall for Structural Separation

Your governance policies are the framework, but our software is the engine that enforces them. This module provides the structural separation required by the NDIS, while also streamlining the intensive administrative work inherent in Support Coordination.

Key Features That Drive Compliance and Efficiency

1. Enforced Functional Separation (The Digital Wall)

The Mandate: You must prove that your SC function operates independently of your SD function. This requires separate systems, separate staff access, and distinct decision-making processes.

Our Solution: The software acts as the primary access control tool. It prevents SC staff from having inappropriate access to SD data that could influence their coordination decisions and vice-versa. This mandatory functional separation is built into the workflow, mitigating the COI risk automatically.

2. Audit-Ready Records, Automatically

Compliance requires detailed evidence. A provider must prove they offered genuine alternatives and that the participant’s decision was documented transparently.

Our Solution: The platform automatically:

• Time-stamps and categorises all case notes and service agreements.

• Securely stores fund allocations and communication trails in an audit-ready format.

When the NDIS Commission calls, your evidence is ready instantly, demonstrating ethical conduct and adherence to policy.

3. Intelligent Quote Management for True Choice

Transparency and the offering of alternatives are key strategies for managing COI. Without a system, this process is cumbersome and prone to error.

Our Solution: The software allows Support Coordinators to:

• Store and easily compare multiple quotes from different providers.

• Crucially, link every quote directly back to the participant’s specific NDIS goals and available funding.

This provides clear, documented proof that the SC function is facilitating genuine choice and control, regardless of the final decision.

4. Simplified Billable/Non-Billable Appointment Capture

Accurate claiming is essential, but manually tracking SC time and applying the correct codes is time-consuming.

Our Solution: The software features an intuitive time-capture tool that:

• Allows users to easily label time as billable (e.g., Coordinating Supports) or non-billable (e.g., Administration).

• Automatically applies the correct NDIS support item code upon finalisation, eliminating manual errors and ensuring your claims are accurate and audit-proof.

Uphold Integrity. Secure Your Future.

Compliance in the NDIS environment is a continuous responsibility, not a one-time setup. The risks of failing to manage conflicts of interest are high, potentially compromising your entire operation.

By implementing a technological solution that enforces structural separation, automates audit-ready record-keeping, and supports genuine choice and control, you are not just meeting a requirement—you are strengthening the integrity and long-term sustainability of your NDIS service provision.

Ready to enforce the highest standards of NDIS compliance? Learn more about how the Support Coordination Module can build your Digital Wall and protect your organisation.