Some of our participants have told us about receiving an unexpected phone call from a private number. The caller may describe it as a routine check-in or a quick catch-up. There’s often no warning and no clear explanation of why the call is happening.
We’ve seen situations where a brief, informal phone call is later followed by a revised NDIS plan – even when the participant wasn’t expecting a review.
In some cases, the first sign that anything has changed is when a new plan arrives. This isn’t a one-off.
Why this matters
What feels like a casual conversation can still be used to inform planning, reassessment, or review decisions. Information shared during these calls may be recorded and relied upon later, even if the purpose of the call wasn’t clearly explained at the time. For many participants – particularly those who are neurodivergent, living with disability, or supporting a family member – unexpected phone calls can be stressful and difficult to process. It’s not always easy to respond clearly, recall details accurately, or explain your support needs on the spot. That’s why it’s important to know that you are allowed to slow the process down.
If you receive one of these calls, you can pause and get support
You do not have to continue the conversation if you’re unsure, unprepared, or uncomfortable. If you receive a call like this, we recommend that you:
- Ask for clarity in writing: You can request confirmation of who is calling, the purpose of the call, and whether it relates to your NDIS plan – in writing.
- Reschedule if you’re not prepared: It’s okay to say you’d like to rebook the call when you have time and support available.
- Bring your people: This may include a family member, support coordinator, nominee, or therapist. You don’t have to manage these conversations alone.
- Ask for a written summary: You can request a written record of what was discussed and how the information will be used.
These are reasonable requests, and they help ensure decisions are based on clear and accurate information.
Gather your evidence
Before any review or reassessment, it’s important to gather evidence that reflects your current needs and day-to-day functioning. This may include:
- A Functional Capacity Assessment (FCA)
- Therapy progress reports
- Medical or specialist reports
Evidence is especially important if your NDIS plan has been rolled over more than once.
When plans are rolled over, funding decisions may rely heavily on existing information. Without updated evidence, changes in your needs, goals, or circumstances may not be fully recognised. Having current, written evidence helps ensure decisions about your plan are based on documented support needs – not a brief or unexpected phone call. If you need assistance with reports, please reach out to the Therapy Partners team by clicking here. We can help you understand what evidence may be helpful and support you through the process.
You have rights
NDIS participants are entitled to:
- Clear information
- Time to prepare
- Support during decision-making
A call should never feel like a test, and you are allowed to ask questions or request support at any stage.
We’re here to support you
If you’re unsure about an NDIS call you’ve received, or concerned about how it may affect your plan, speak with your Therapy Partners clinician or support coordinator. We’re here to help you navigate the process with clarity and confidence. You deserve preparation, transparency, and the right support.
