A dedicated self-service portal for NDIS participants providing secure access to their schedule, goals, support team, documents, NDIS plan information, invoices, and direct communication with their service provider.
The NDSS CRM Client Portal is a separate, participant-facing web application that provides NDIS participants (and their authorised representatives, such as family members, guardians, or plan nominees) with secure, self-service access to their service information. The portal operates on a completely different layout and interface from the administrative platform, designed with simplicity, clarity, and accessibility as guiding principles.
The Client Portal is accessed via a dedicated URL (e.g., portal.newdawnss.com.au) separate from the administrative application. Access is provisioned as follows:
| Access Level | View Info | Manage Schedule | Send Messages | Upload Docs | Report Concerns | View Invoices |
|---|---|---|---|---|---|---|
| Participant (Full) | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ |
| Guardian / Nominee | ✔ | ✔ | ✔ | ✔ | ✔ | ✔ |
| Family Member | ✔ | - | ✔ | - | ✔ | - |
| Support Coordinator (External) | ✔ | - | ✔ | - | - | ✔ |
Upon logging in, participants are presented with a personalised dashboard that provides an at-a-glance summary of their key information and quick navigation to the most commonly used features. The dashboard is designed to be welcoming and easy to scan, with large visual cards and minimal text.
The My Profile section allows participants to view and update their personal information. Certain fields are editable by the participant directly (such as phone number and email), while others require a request to the service provider to update (such as NDIS number and date of birth) to maintain data integrity.
| Section | Fields | Editable by Participant |
|---|---|---|
| Personal Details | Full Name, Preferred Name, Date of Birth, Gender, Pronoun Preferences, Profile Photo | Preferred Name, Pronoun Preferences, Photo only. Others require admin update request. |
| Contact Information | Phone (Home, Mobile), Email Address, Residential Address, Postal Address | Yes - changes are logged and the admin team is notified. |
| Emergency Contacts | Contact Name, Relationship, Phone Number(s), Email. Supports multiple emergency contacts. | Yes |
| NDIS Details | NDIS Number, Plan Start Date, Plan End Date, Plan Management Type, Support Coordinator | No - view only. Contact provider to update. |
| Communication Preferences | Preferred Contact Method, Communication Needs (e.g., Easy Read, Auslan, Interpreter), Notification Settings | Yes |
| Cultural & Language | Primary Language, Cultural Background, Interpreter Required, Specific Cultural Needs | Yes |
The My Schedule section provides participants with a clear, easy-to-read view of their upcoming and past support appointments. The schedule is presented in both a calendar view and a list view, allowing participants to choose their preferred format.
Clicking on any scheduled appointment reveals the full details:
Participants can request cancellation of upcoming appointments directly from the portal. The cancellation request workflow:
The My Goals section allows participants to view and track the progress of the goals outlined in their NDIS plan and any additional goals set in collaboration with their support team. Each goal displays a visual progress indicator, making it easy for participants to see how they are progressing.
Attend at least 2 community activities per week, building social connections and developing independence in accessing local amenities and services.
Participants can add personal notes and reflections to any of their goals. These notes are visible to the support team and serve as valuable feedback that informs service planning and progress note documentation. To add a note:
The Progress Notes section provides participants with read-only access to the support notes written by their support workers after each shift or appointment. This transparency supports the NDIS principle of participant choice and control by keeping participants informed about the services they receive and the observations of their support team.
Progress notes are displayed in a chronological list format. Each entry shows:
Participants can filter their progress notes using the following criteria:
The My Team section shows participants their assigned support team including support workers, coordinators, and any other staff members involved in their care. This helps participants feel connected to their team and provides easy access to contact information.
Each team member's profile card displays the following information:
The Documents section provides a secure file storage area where participants can access documents shared by their service provider and upload their own documents. All documents are organised into categories for easy navigation.
| Category | Description | Examples |
|---|---|---|
| NDIS Plans | Current and historical NDIS plan documents, plan review reports, and plan amendments. | NDIS Plan 2025-2024.pdf, Plan Review Report.pdf |
| Medical | Medical reports, assessments, specialist referrals, and health management plans. | GP Report.pdf, OT Assessment.pdf, Health Management Plan.pdf |
| Personal | Identification documents, consent forms, and personal records. | Photo ID.jpg, Service Agreement.pdf, Consent Form.pdf |
| Legal | Guardianship orders, power of attorney, administration orders, and legal correspondence. | Guardianship Order.pdf, Power of Attorney.pdf |
| Service Reports | Progress reports, service summaries, and outcome reports generated by the provider. | Quarterly Progress Report.pdf, Annual Review.pdf |
Participants can upload documents directly to their profile through the portal. The upload process:
The NDIS Plan section provides participants with a clear summary of their current NDIS plan, including funding categories, budget allocations, utilisation to date, and key plan dates. This information is synchronised from the administrative system and presented in a participant-friendly format.
| Field | Description |
|---|---|
| NDIS Number | The participant's unique NDIS identifier. |
| Plan Start Date | Date the current plan commenced. |
| Plan End Date | Date the current plan expires. An alert displays when the plan is within 90 days of expiry. |
| Plan Duration | Total length of the plan period with a visual timeline showing current position. |
| Plan Management Type | Self-Managed, Plan-Managed, or NDIA-Managed. |
| Plan Manager | Name and contact details of the plan manager (if plan-managed). |
| Support Coordinator | Name and contact details of the assigned support coordinator. |
The funding summary shows a breakdown of the participant's plan budget by support category, including total allocation, amount used, amount remaining, and a visual utilisation bar. Categories displayed include:
The Invoices section provides participants with visibility into the invoices generated for their support services. Participants can view invoice details, check payment status, and download invoice documents as PDF files for their records or for submission to plan managers.
Invoices are displayed in a table format showing:
| Column | Description |
|---|---|
| Invoice Number | Unique invoice reference (e.g., INV-2024-0412). |
| Date Issued | Date the invoice was generated. |
| Service Period | The date range the invoice covers (e.g., 01 Mar 2024 – 31 Mar 2024). |
| Amount | Total invoice amount (GST inclusive where applicable). |
| Payment Status | Paid, Pending, Overdue, or Partially Paid. |
| Actions | View Details button to see line-item breakdown; Download PDF button to save a copy. |
Clicking on an invoice reveals the full line-item breakdown including:
The Report a Concern feature provides participants with a safe, accessible, and confidential way to submit feedback, concerns, or complaints about the services they receive. This feature is a critical component of the organisation's complaints management process and aligns with NDIS Practice Standard requirements for participant safeguarding.
The concern form collects the following information from the participant:
| Field | Description | Required |
|---|---|---|
| Concern Type | Dropdown: General Feedback, Service Quality, Staff Conduct, Safety Concern, Billing Query, Scheduling Issue, Other | Yes |
| Subject | Brief summary of the concern. | Yes |
| Description | Detailed description of the concern, including dates, names, and circumstances. | Yes |
| Date of Incident | When the incident or concern occurred. | Optional |
| Preferred Resolution | What outcome the participant would like to see. | Optional |
| Attachments | Upload supporting documents or photos (PDF, JPG, PNG, up to 10MB each). | Optional |
| Contact Preference | How the participant would like to be contacted about the concern (Phone, Email, Portal Message, No Contact Needed). | Yes |
After submission, participants can track the status of their concerns from the My Concerns section. Each submitted concern displays:
The NDSS CRM Client Portal is built with accessibility at its core, recognising that NDIS participants have diverse abilities and may use a wide range of assistive technologies. The following accessibility features are implemented throughout the portal:
| Feature | Description |
|---|---|
| Keyboard Navigation | All portal functions are fully operable using keyboard-only navigation. Tab order follows a logical sequence. |
| Touch Targets | All interactive elements have minimum touch target sizes of 44x44 pixels for mobile accessibility. |
| Reduced Motion | Animations and transitions are minimised or disabled when the user has enabled the "prefers-reduced-motion" setting in their browser/OS. |
| Error Identification | Form errors are identified in text (not colour alone), with clear descriptions and suggestions for correction. |
| Session Timeout Warning | Users receive a warning 2 minutes before session timeout with an option to extend, preventing unexpected logouts. |
| Language Support | The portal supports browser-based translation and is compatible with third-party translation browser extensions. |