MASS National Disability Insurance Scheme (NDIS) Participant Information

Frequently Asked Questions

This information can also be found on our MASS NDIS Provider FAQ (PDF 210 kB)

Should I check my eligibility for the National Disability Insurance Scheme (NDIS)?

If you are under 65 years of age and received equipment (such as a wheelchair), consumable products (such as continence aids) or prosthetic limbs through Medical Aids Subsidy Scheme (MASS), you may be eligible for the NDIS and we encourage you to check your eligibility. If you know you are eligible, you should make an access request as soon as you can.

My NDIS Plan will not be in place for some time. Can I still apply to MASS for equipment, consumable products or prosthetic limb assistance while I’m waiting?

The NDIS is now at full scheme implementation across Queensland and is the new way of funding disability supports for people under 65. MASS worked with the National Disability Insurance Agency (NDIA) to help eligible people transition to the NDIS, however this transition period has ended, which means clients will have to work directly with their preferred provider and the NDIA.

If your request is urgent or your circumstances change, the best person to speak with is your Support Coordinator or LAC. They understand the NDIS escalation process and can help you escalate appropriately.

Can I still use MASS as an NDIS Participant?

If you are under 65 and eligible for the NDIS, the funding responsibility and decision making for disability supports has moved to the NDIA. The NDIA and its partners in the community will have full responsibility for managing the assessments and related quotes of all requests and will advise you of the outcome.

If you are a NDIS eligible participant, you can choose to access continence products through MASS.  MASS is only available as a service provider where NDIA is managing your plan – this is where the providers claim directly from the NDIA (via the NDIS Portal). MASS is unable to provide assistance where the NDIS portal is not utilised e.g. Self-Managed/Plan Managed.

What services does MASS have available for NDIS Participants?

MASS is an NDIS registered provider for Continence Aid products. As a service provider, MASS offers certainty and reliability for consumers with well-established systems and suppliers’ relationships.  MASS can provide a range of continence products for NDIS participants who choose to have MASS listed their Service Provider on their Agency Managed Plan.

A list of continence products available under MASS’s Standing Offer Arrangement (SOA) is available here.

How do I get continence products funded by NDIS through MASS?

To apply:

  • Create a service booking using the NDIS portal.
  • MASS will process your application and:
    • Arrange for the supplier to delivery of your products as per your NDIS plan (e.g. discreet packaging). Please note that products cannot be collected from a MASS service centre.
    • send you correspondence to notify you of the service booking number, amount and the description of products. Please keep this letter as it provides information which will assist with your re-order.

To change or cancel your order: Please contact MASS as soon as possible via telephone on 07 3136 3665 or 1300 443 570 or via email at

To re-apply: Contact MASS one month prior to your next order via telephone on 07 3136 3665 or 1300 443 570 or via email at

Can I change providers to or from MASS for my continence products?

Yes, MASS has no fixed agreement with participants.  MASS will provide continence aids as per your NDIS plan.  Each reapplication will require a new service booking using the NDIS portal.

What happens if I run out of continence aids?

Continence aids are provided in accordance with your NDIS Agency Managed Plan.

Please contact MASS one month prior to your next order to arrange another service delivery.

The MASS SOA arrangement with supplier/s are held to account to ensure continuation of supply of consumables.

How do I make a complaint to MASS?

MASS recognises that consumer feedback, both positive and negative, is essential in order to provide a quality service that meets the needs of our consumers. Compliments and complaints can be made both verbally and in writing or by using the forms as detailed below.

MASS will treat all complainants with respect, sensitivity and confidentiality. Complainants will not be subjected to any prejudicial treatment as a result of making a complaint about the standard of service received.

Complaints can be made to MASS by:

You can remain anonymous when submitting a complaint. If calling the MASS office, please let the Client Service Officers know that you wish to remain anonymous.

MASS will keep you informed on the progress of the complaint, the resolution of the complaint and be updated on the implementation of any outcomes including any action and decisions made.

Alternatively, you can make a complaint directly to the NDIS quality and safeguards commission.

I am a NDIS participant and I want to make a complaint, how can I do this?

If you have a concern about your current NDIS supports or services, the NDIS quality and safeguards commission website as the right information to help you direct your complaint. Alternatively, you can contact them via telephone on 1800 035 544.

I want to report an accident/incident involving MASS, how can I do this?

Incidents that must be recorded and managed include incidents where harm, or potential harm, is caused to or by a person while they are receiving MASS services.

To report an accident or incident to MASS, please use MASS 83 – Accident and Incident Form (PDF 153 kB).

MASS is required to notify the NDIS commission for reportable incidents, such as serious injury.

Where can I get further information regarding NDIS?

For further information about the NDIS and how this change impacts you, please call the NDIS team on 1800 800 110, or visit the NDIS website.

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