Complaints and investigations into Plan Partners' plan management services
Dear NDIS Quality and Safeguards Commission,
I would like to request any information held (between 01/01/2020 - 08/07/2025) regarding investigations, audits, complaints and raised concerns in relation to plan management services provided by Plan Partners (NDIS Registration ID: 4050002983/ ABN 54 609 868 993 ), or any of the board members and employees attached to the business.
I would also like to request any correspondence held that was sent to, or received from, Plan Partners during this period.
Thank you.
Yours faithfully,
Concerned Citizen
Thank you for your email to the NDIS Quality and Safeguards Commission
(NDIS Commission) Freedom of Information (FOI) team.
This inbox is monitored between 9 am and 5 pm (AEST), Monday to Friday and
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Please note: the FOI team are currently experiencing a high volume of FOI
requests, and this may affect our ability to respond to you in a timely
manner. We will action your request as soon as possible and endeavour to
process our FOI decisions within the legislative deadlines. However, we
may need to seek your agreement for an extension of time and appreciate
your understanding if this is required.
You may also be able to access the documents you are seeking by visiting
the [1]NDIS Commission website
o For Complaint related information see the NDIS Commission
[2]Complaints page
o Information about Reportable incidents can be found on the NDIS
Commission [3]Reportable Incidents page
o NDIS Commission reports are located on the [4]Corporate Reports page
o Data analysis of the NDIS Commission functions is accessible via the
[5]NDIS Market Oversight page
If you are able to obtain the information or documents from our website,
you may withdraw your FOI request by emailing [6][NDIS Quality and Safeguards Commission request email]
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Thank you for emailing the NDIS Quality and Safeguards Commission (NDIS
Commission) Freedom of Information (FOI) team.
The FOI inbox is monitored Monday to Friday between 9:00 am – 5:00 pm
(AEST).
Please note: the FOI team are currently experiencing a high volume of FOI
requests, and this may affect our ability to respond to you in a timely
manner.
We will action your request as soon as possible, usually within 5 business
days. The FOI team endeavours to process all FOI decisions within the
legislative deadlines, however at times we may seek your agreement for an
extension and appreciate your understanding if this is required.
You may also be able to access the documents you are seeking by visiting
the [1]NDIS Commission website:
* For Complaint related information see the NDIS Commission
[2]Complaints page
* Information about Reportable incidents can be found on the NDIS
Commission [3]Reportable Incidents page
* NDIS Commission reports are located on the [4]Corporate Reports page
* Data analysis of the NDIS Commission functions is accessible via the
[5]NDIS Market Oversight page
If you are able to obtain the information or documents from our website,
you may withdraw your FOI request by emailing [6][NDIS Quality and Safeguards Commission request email]
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Commission [7]Freedom of Information page.
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Dear Concerned Citizen,
Thank you for your email received by the NDIS Quality and Safeguards
Commission (NDIS Commission) on 8 July 2025, in which you requested access
to documents under the Commonwealth Freedom of Information Act 1982 (FOI
Act).
Your request for documents
You have requested access to the following documents:
“I would like to request any information held (between 01/01/2020 -
08/07/2025) regarding investigations, audits, complaints and raised
concerns in relation to plan management services provided by Plan
Partners (NDIS Registration ID: 4050002983/ ABN 54 609 868 993 ), or any
of the board members and employees attached to the business.
I would also like to request any correspondence held that was sent to, or
received from, Plan Partners during this period.”
As it stands, your request is quite broad and captures a significant
volume of documents across multiple categories, including investigations,
audits, complaints, and correspondence. Processing the request in its
current form would likely result in an unreasonable diversion of the NDIS
Commission’s resources from its other operations. This is a ground for
refusal under section 24AA of the FOI Act.
Before initiating a formal request consultation process under section
24AB, we are providing you with an opportunity to revise or clarify the
scope of your request to assist us in identifying the documents you are
interested in.
Request for additional information
Further clarification of scope is required to assist the NDIS Commission
in processing your request. Specifically, we require the below
information:
1. Known complaints
a. Could you please let us know if there are any specific complaints
or investigations records which you would like to receive, as we
can then conduct a targeted search directly for these records.
2. Name of complainant(s) and/or participants
a. Could you please let us know if you are seeking records relating
to specific complainants or participants, as we can then conduct
targeted complaint searches for those complainants or
participants.
b. If you are seeking all documents related to all complaints and
investigations concerning Plan Partners, this scope may be too broad.
There is limited information which the NDIS Commission can release
without seeking further consultation from third parties whose
personal or business information is contained in the documents. It is
unlikely we will be able to release personal or confidential
information contained in complaints or investigations without consent
of the affected parties.
3. Name of board members and/or employees
a. Could you please provide us with the names of the board members
and/or employees related to your request, as we can then conduct
targeted searches of our records.
4. Correspondence to particular areas of the NDIS Commission
a. We suggest that you specify the name of the business or division
areas of the NDIS Commission who you would like to conduct
searches for correspondence, for example, the Regulatory
Operations team.
b. The NDIS Commission does not have the capacity to conduct searches
for correspondence across the entire NDIS Commission. Accordingly, it
would not be practical for us to search and retrieve documents if the
request is left in its present terms.
5. Correspondence key word searches
a. Can you please provide any specific names or key words associated
with the correspondence that the line areas can use in their
searches, for example, “Plan Partners” + ”CEO”?
Timeline
The statutory period for processing your request is 30 days commencing
from the day after your request was received. The due date for a decision
on access is 7 August 2025.
The 30-day period may be extended under certain conditions, for instance
where documents contain information regarding third parties and
consultation is required. We will advise you if this happens and of any
adjustment to the request due date.
Possible third-party consultation
If consultation with third parties is required for any documents in scope
of your request, can you please advise whether you consent to be
identified as the FOI applicant for the purposes of that consultation.
Your consent is voluntary, however it can assist third parties to form
their views on release if they can know who is requesting access to their
information.
Verifying identity
Where documents contain personal information the NDIS Commission must
satisfy itself that FOI applicants are entitled to access that
information.
If you are seeking access to documents that contain your own personal
information, please provide evidence of your identity (acceptable identity
documents include a certified copy of a passport, an Australian driver’s
licence, or any official identification in the English language which
contains your photo, signature and address).
If you are seeking access to documents that contain the personal
information of other individual/s, please provide a signed letter of
consent from the other individual/s to establish that you are authorised
to access their information.
Please note that processing of your request will continue, but the NDIS
Commission will not be able to release personal information without
receiving evidence of your identity, or the consent of any other
individual/s that may be required.
The NDIS Commission’s [1]Privacy Collection Statement and [2]Privacy
Policy provide information about the collection and use of personal
information for agency purposes. In this instance, any personal
information and identity document you provide is only available to the FOI
team, and any documents you provide will be used to facilitate processing
of your Freedom of Information request.
Removal of irrelevant information
Section 22 of the FOI Act provides for the removal of material that is not
relevant to the scope of a request. Where you are not specifically seeking
personal information in the scope of your request, the personal
information of Commission staff below Senior Executive Service (SES)
level, and the personal information of other individuals will be treated
as irrelevant material and removed from the documents. We also propose to
remove duplicate documents and provide the final email in any email
chains.
Next steps
Can you now please respond to this email and
o provide the additional information requested above relating to
specifying complaints, names of complainants/participants, names of
board members and employees, correspondence to particular line areas,
and keyword searches,
o provide your identity documents and signed consent of third parties
where required,
o confirm whether you consent to be identified as the FOI applicant for
the purposes of any third-party consultation that may be required, and
o confirm that you do not seek the personal information of staff below
SES level and consent to the removal of duplicate documents and the
provision of the final email in any email chains.
Please provide your response by COB 15 July 2025.
Please let us know if you have any questions about the FOI process or
would like to discuss this email.
Kind regards,
Freedom of Information Unit
Internal Integrity Unit | Legal Services and Internal Integrity Division
E: [3][NDIS Quality and Safeguards Commission request email] | W: [4]www.ndiscommission.gov.au
Please use this email address for all replies to this request:
[7][FOI #13389 email]
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please contact us using this form:
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References
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4. http://www.ndiscommission.gov.au/
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6. mailto:[NDIS Quality and Safeguards Commission request email]
7. mailto:[FOI #13389 email]
8. mailto:[NDIS Quality and Safeguards Commission request email]
9. https://www.righttoknow.org.au/change_re...
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Dear Concerned Citizen,
Please find attached FOI decision made by the NDIS Quality and Safeguards
Commission (the NDIS Commission) in relation to the Freedom of Information
(FOI) Request No. (08) ‐ 25/26 ‐ (1), received by the NDIS Commission on
08 July 2025.
Should you have any queries, please contact the NDIS Commission by return
email.
Kind regards,
FOI Team
Legal Services and Internal Integrity Division
E: [1][email address] | W: [2]www.ndiscommission.gov.au