As the 2025–26 festive season approaches, the National Disability Insurance Agency (NDIA) has announced important changes to its operations and support services. These adjustments aim to ensure participants and providers are informed about service availability, payment schedules, and how to access urgent help during the holiday period.

Festive Season Operating Hours

From the close of business on Wednesday, 24 December 2025, through to Thursday, 1 January 2026, the NDIA will scale back its usual activity. Regular office operations will resume on Friday, 2 January 2026. During this time, many partner offices may be closed or operating with limited staff, so it’s advised that participants and providers check in with their local office beforehand for up-to-date information.

National Contact Centre Availability

To support urgent enquiries over the holidays, the National Contact Centre will continue to operate for limited hours. It will be available Monday to Friday, 8 am to 8 pm (local time), excluding national holidays. If you call your local NDIS office or reach the agency during this reduced-capacity period, your call may be redirected to the National Contact Centre via 1800 800 110, or you may be given an alternative contact point.

For emergencies or urgent assistance outside these hours, the NDIA recommends contacting Lifeline (13 11 14) or dialling 000.

Payments During the Holiday Period

For Participants

Scheduled payments and claims may take longer to process over the holiday break. Specifically:

• Claims made or transport payments scheduled between 24 – 28 December will likely be paid from 29 December.

• Payments expected on 29 – 30 December will likely be processed from 31 December.

• Claims or payments made between 31 December and 1 January are expected to be paid from 2 January.

From 2 January, the usual payment cycle will resume. While many payments clear within 2–3 days, some may take up to 10 days, especially immediately following the holiday period. Self-managing participants are reminded to maintain proper records and invoices as usual.

For Providers

Similarly, providers should anticipate payment delays during the festive period.

• Claims submitted between 24 – 28 December 2025 will start being paid from 29 December.

• Those made on 29 – 30 December will be processed from 31 December.

• Claims between 30 December and 1 January will begin being paid from 2 January.

After 2 January, normal payment timings will return, though some claims may still take 2–3 days—and in some cases up to 10 days—to finalise. Providers are also reminded of their responsibilities to keep thorough documentation, including records and invoices, throughout the break.

Key Reminders & Tips

• Check local partner office hours: Since many local NDIS offices will reduce activity or close over the holiday period, participants and providers are encouraged to verify opening times in advance.

• Plan for payment delays: Anyone expecting payments should account for slower processing times and budget accordingly.

• Urgent support available: If you face a crisis or urgent issue, use the National Contact Centre during its holiday hours, or reach out to Lifeline or emergency services if needed.

• Keep your records in order: Both participants and providers should ensure that claims, invoices, and records are up to date—especially if you’re self-managing.

This festive period update from the NDIA helps ensure all NDIS stakeholders are prepared for the holiday changes. By staying informed, participants can more confidently plan for service access and payments, and providers can manage cash flow with realistic expectations.