Extra Checks Are Coming to NDIS Calls: Here's What It Means for You

If you've ever rung the NDIS and felt like the conversation took a little longer than expected, you might notice it taking a bit longer still from now on. That's not a bad thing. It's actually a sign that your information is being looked after more carefully.

The NDIS has just announced new security checks for anyone who contacts them, whether you're a participant, a nominee, or someone calling on their behalf. If you're a carer or support coordinator who regularly rings up to sort out plan details or update personal information, this is worth understanding now, before your next call.

Why is the NDIS introducing new identity checks?

Fraud and identity misuse are real risks, and the NDIS holds a lot of sensitive information about participants: medical details, funding, home addresses, bank details, and more. To reduce the chance of someone impersonating a participant or nominee to access or change that information, the NDIS is adding extra layers of identity verification to phone contact.

In plain terms, they want to be confident they're speaking with the right person before they discuss or change anything on your file. It's a sensible step, even if it means an extra minute or two on the phone.

What identity checks does the NDIS use?

NDIS identity verification is a security process used to confirm that the person contacting the Scheme is authorised to access or change participant information. You won't need to prepare anything complicated. The checks are designed to be quick and straightforward. They may include:

• A one-time code sent to your mobile phone or email, which you'll read back to confirm it's really you
• A few extra identity questions, similar to what you'd expect from your bank or another secure service

These checks might happen when you call the NDIS, or when the NDIS calls you, particularly if you're asking to update personal details like your address, phone number, or email.

What do the new NDIS security checks mean for participants?

For most people, this will feel like a small extra step rather than a hurdle. Think of it like the verification process you already go through with your bank or myGov. It's a familiar pattern for anyone who's dealt with sensitive information over the phone before.

Where it can catch people out is if their contact details aren't current. If the NDIS tries to send a one-time code to an old mobile number or an email address you no longer check, you won't receive it, and the call can't proceed until your identity is confirmed another way. That's the part worth sorting out now, before you actually need to make a call.

Who Might Need to Complete Extra NDIS Verification?

The new NDIS security checks aren't limited to participants. Depending on who is contacting the NDIS and why they're calling, different people may need to confirm their identity, authority, or relationship with the participant before information can be discussed or changes can be made.

If you regularly deal with the NDIS on someone else's behalf, it's worth knowing what may be expected before you make a call. The table below breaks down the main types of callers and the verification steps they may encounter.

How do you update your contact details with the NDIS?

The main thing to check is that your mobile number and email address are up to date on your NDIS profile. It only takes a few minutes, and it means you won't be caught out mid-call trying to remember an old password to a barely used inbox.

If you're a participant or approved nominee, the quickest way to update your details is through the NDIS participant portal. If you're not able to use the portal, you can contact the NDIS directly or visit a local office, and staff there can help you update everything in person.

If you're a provider, you'll update your details through the myplace provider portal instead.

What do carers and support coordinators need to know?

If you regularly make calls on behalf of a participant, it's worth having a conversation with them (or their nominee) about whether their contact details are current. It's an easy thing to overlook, especially if someone's phone number has changed recently or they've moved house. A quick check now can save a frustrating back and forth later, particularly if there's a time sensitive matter to sort out, like a plan review or an urgent funding question.

What should you know about NDIS identity verification?

These checks are there to protect you, not to make things difficult. If a call takes a little longer than it used to, that's the system doing its job. It's also a good reminder that the NDIS won't ask for sensitive information through unofficial channels like text messages or social media, so if something feels off about a call or message you've received, it's worth verifying through the official NDIS contact page before responding.

Where to get more information

If you'd like to understand more about what counts as acceptable evidence of identity, the NDIS has a dedicated page explaining what's required and why. It's a handy read if you're preparing to update your details or apply for the scheme for the first time.

The Takeaway

This update is a small change with a sensible purpose. A minute or two of extra verification is a fair trade for stronger protection against fraud and identity misuse. The best thing you can do right now is make sure your mobile number and email are current, so that when you do need to call, everything goes smoothly.

If you have questions about how these changes might affect your plan or your day to day dealings with the NDIS, our team at Platinum Health Supply is always happy to help point you in the right direction.