We're here to help you navigate the NDIS and to get the most out of your Plan.


What is the NDIS?

Frequently Asked Questions

Head Office
443 Nepean Highway
Frankston Victoria 3199

Phone: 1300 MENTIS (1300 636 847)

Opening Hours
Monday - Friday
8:30am - 5:00pm

What is the NDIS?

The NDIS is a national approach to accessing support for disabilities, including psychosocial disability. Mentis Assist is dedicated to helping you navigate the NDIS and to get the most out of your NDIS Plan.

Frequently Asked Questions

What is the NDIS?

The National Disability Insurance Scheme (NDIS) is a Government insurance scheme, delivered by the National Disability Insurance Agency (NDIA), an independent Commonwealth Government body. The NDIS provides funding for Australians with disabilities, including those resulting from mental illness.

How do I know if I'm eligible for NDIS?

To be eligible for funding, you must be either an Australian citizen or permanent Visa holder under 65 years of age with a disability, including a psychosocial disability, that is likely to be permanent and has a substantial impact on your ability to manage everyday activities.

You must also live in an area where NDIS has rolled out.

According to the NDIS, psychosocial disability is “the term used to describe disabilities that may arise from mental health issues.” If you already receive services from Mentis Assist you may be eligible for NDIS funding.

How do I apply for NDIS Funding?

You will need to contact the NDIA on 1800 800 110 or your Local Area Coordinator (LAC) to register for the NDIS.  The NDIA will send you out an Access Request Form to complete with your GP and/or mental health professional.

  • Casey Region LAC - Latrobe Health (Phone: 1800 242 696)
  • Mornington Peninsula/ Frankston region LAC - Brotherhood of St. Laurence (Phone: 1300 275 634)
What support can Mentis Assist provide?

Mentis Assist is Registered with the National Disability Insurance Agency (NDIA) as a NDIS mental health service provider to provide the following supports:

Assistance with Personal Activities
Support to develop independence in daily personal tasks – for example food shopping and household tasks such as cleaning, laundry and budgeting.

Assistance with High Intensity Personal Activities
For example support with showering and other personal tasks.

Life Stage Transition
Support through life stage changes such as transitioning from school to work, changes in living arrangements, loss of a loved one, etc.

Specialist Behavior Support
Help to identify behaviours that cause concern or harm to yourself or others, and implementing behavior support plans to help make positive changes.

Life Skills Development 
Support to help with communication, problem solving, goal setting and managing other supports.

Group and Centre Activities
Therapeutic groups to help with meeting others, develop social skills and confidence.

Community Participation
Support to help with community participation.  For example help with accessing community groups, clubs, and activities.

Accommodation and Tenancy Assistance
Support to help you acquire and retain appropriate and secure accommodation.

Travel and Transport Assistance
Assistance with developing ability to travel and use of public transport, and providing transport assistance where public transport is not available or an option.

Recovery Coach
The Recovery Coach helps to build strong, respectful relationships that promote capacity and resilience through periods of complex challenges, while managing your Plan's budgets and coordinating your services.

Support Coordination
Mentis can also assist you with getting the most out of your NDIS plan by providing support coordination and arrange and monitor suitable supports for your plan, ensuring your support providers are meeting their obligation.

What information do I need to provide to the NDIS?

It is important for you, as a consumer, to gather as much supporting evidence as possible prior to your planning meeting with the NDIA, or Local Area Coordinator, to ensure you get the best package possible.

Some things to think about are:

  • Evidence of your diagnosis
  • Medical reports
  • Support information about how your disability impacts upon your life
  • Current supports you have in place
  • Other supports that would be helpful
  • Long and short term goals
What are 'Reasonable' and 'Necessary' Supports?

Reasonable and necessary supports are funded by the NDIS in a range of areas.  These may include education, employment, social participation, independence, living arrangements and health and wellbeing. These supports will help you to: 

  • Pursue your goals, objectives and aspirations
  • Increase your independence
  • Increase social and economic participation
  • Develop your capacity to actively take part in the community.

To be considered 'Reasonable and Necessary', a support must:

  • Be related to your disability
  • Not include day-to-day living costs (e.g. the cost of meals, transport)
  • Represent value for money
  • Be likely to be effective and beneficial
  • Take into account informal supports that may be provided to you by your family, carers, networks and the community.
Your First Plan

Your first Plan will usually last for 12 months, but may be for only 6 months or for as long as 2 years, and will be the start of a lifelong relationship with the NDIS.

The Plan will establish the reasonable and necessary supports you require to meet your immediate needs to help you achieve your goals.

Once your Plan has been finalised, you will be provided with individualised funding that you will have choice and control over how to use, and which service provider you choose to assist with your support needs.  An NDIS Planner or Local Area Coordinator will also contact you to help understand your plan and assist you with choosing and connecting with a service provider. 

After a period of time, your plan will be reviewed by the NDIS to make sure your current supports meet your needs.  If anything significantly changes or your plan no longer meets your needs, you can request a review of your existing plan at any time.

What is a Service Agreement?

A Service Agreement is a written agreement between yourself and your service provider, which sets out how and when your supports will be delivered.

It also outlines your rights and responsibilities, and also the rights and responsibilities of your provider.

Under the NDIS, what happens to my Disability Support Pension, Newstart Allowance or Mobility Allowance?

The NDIS does not affect your Disability Support Pension, Newstart Allowance or other income support payments from the Government. These payments are separate from the NDIS. They help you cover the basic costs of living.

Your NDIS funding package cannot be used on everyday costs such as food, rent or electricity bills. Instead, your NDIS funding covers the costs of the ‘reasonable' and 'necessary’ supports you need to achieve your goals and live a contributing life.

The NDIS does affect your Mobility Allowance. If you receive the Mobility Allowance, the NDIA (the National Disability Insurance Agency which has been set up by the Government to manage the Scheme) will identify this with you, and a component of your Plan will relate to travel and transport needs. In this way, your NDIS funding will cover these costs, instead of a separate allowance.

What happens if my NDIS application is rejected?

If you are currently receiving a service from Mentis Assist and you find out that you are not eligible for a NDIS plan, the first step is to talk to the NDIA (the National Disability Insurance Agency which has been set up by the Government to manage the Scheme) to find out why. Mentis Assist staff can help you do this.

We can help you to re-apply for access to the Scheme. It might be that there was not enough supporting evidence provided, or the paperwork was not complete. We can work with you to make sure you have all of the required information, and any other documentation that will help, to ensure you have the best chance of getting access to the Scheme.

If you still get knocked back, you can request that the NDIA (the National Disability Insurance Agency which has been set up by the Government to manage the Scheme) undertakes an internal review of its decision. You need to make a request for a review within 3 months of receiving notice from the NDIA of its decision.

Mentis Assist can support you through this process.

If you are still not happy after the NDIA has undertaken an internal review of its decision, you can apply for an independent review by the Administrative Appeals Tribunal (AAT). The AAT website (www.aat.gov.au) has information for NDIS applicants, or you can phone them on 1800 228 333.

Mentis Assist staff can help you to navigate the AAT process.

NDIS Interpreter Services and Complaints

If you are a non-speaking person, NDIS can assist through the Translating and Interpreter Services (TIS).  For enquiries call 131 450.

If you are deaf, or have a hearing or speech impairment, you can contact the NDIS through the National Relay Service:

  • TTY users phone 133 677, then ask for 1300 362 072
  • Speak and Listen users phone, 1300 555 727 then ask for 1300 362 072.
  • Internet Relay users connect to the National Relay Service then ask for 1300 362 072.


If you are not happy with a product or service you have been provided, you can contact any of the following:

  • Australian Competition & Consumer Commission (ACCC) - provides information about consumer rights, and accepts complaints about businesses that may have breached the Competition & Consumer Act 2010.
  • Consumer Affairs Victoria
  • Disability Services Commissioner

Have more questions?

Contact us today