If your NDIS claim is rejected

Rejections are more common than they should be, and in most cases they are not the end of the road. Many families who receive an initial rejection go on to have their claim approved. Here is exactly what to do next.

Most rejections can be challenged NDIA has confirmed Nelli can be funded We can help you respond

Why does this happen?

The most common reason Nelli claims are rejected is misclassification. Plan managers or NDIA delegates incorrectly group Nelli with generic tablets and smart devices, which are not typically fundable under the NDIS.

This is not your fault. And it is not a reflection of whether your child or family is eligible for funding.

The Nelli Smart Hub is a closed system with no web browser, no app store, no social media, no streaming, and no gaming. It cannot be used as a general-purpose device. Its sole purpose is supporting daily routine management, task initiation, and independence, making it purpose-built assistive technology, not a consumer product.

Most common rejection reasons

Here are the most common rejection reasons we see and why they do not apply to Nelli:

What to do next

  1. Request the specific reason in writing

    If you have not already received a written reason for the rejection, request one from your plan manager or the NDIA. You need the specific reason to respond effectively.

  2. Respond using the language below

    Use the ready-to-use response wording in the next section. You can send this directly to your plan manager, support coordinator, or the NDIA depending on who issued the rejection.

  3. Ask your therapist or OT to support your response

    A letter from an occupational therapist, psychologist, or behaviour support practitioner connecting Nelli to your child's specific NDIS goals significantly strengthens a reconsideration request. If your clinician needs resources, send them to our Therapist resources page.

  4. Contact us

    We deal with rejections regularly and know how to frame a response. Forward your rejection email to support@nelli.com.au and we are happy to respond to the plan manager or NDIA on your behalf.

Ready-to-use response wording

Copy and send this directly to your plan manager, support coordinator or NDIA delegate (consider attaching the 'NDIA Written Correspondence (May 2026)' from the Helpful resources section below):

"I would like to respectfully request that this claim be reassessed. The Nelli Smart Hub is a closed, single-purpose assistive technology device with no web browser, no app store, no streaming, no social media, and no gaming functionality. It cannot be used as a general-purpose tablet or smart device. It appears the claim may have been incorrectly classified as a generic smart device, when in fact it is purpose-built assistive technology designed specifically to support participants with daily routines, independence, and capacity building.

Following direct escalation to the NDIA, it has been confirmed that the Nelli Smart Hub can be approved as a funded support where it is aligned to a participant's goals. This position is further supported by written correspondence from the NDIA dated May 2026 confirming that the Nelli Smart Hub may qualify as low-cost assistive technology where it meets the reasonable and necessary criteria. On this basis, I would kindly ask that the claim be reconsidered."

We can help you respond

We have supported many families through the rejection and reconsideration process. If you would like us to step in, forward your rejection email to support@nelli.com.au and we will respond to the plan manager or NDIA directly on your behalf.

We can also provide additional supporting documentation including our AT Comparison Snapshot and product classification evidence, which are available on our Plan manager resources page.

📧 support@nelli.com.au

Helpful resources

→ NDIA Written Correspondence (May 2026) — written response from the NDIA confirming that the Nelli Smart Hub may qualify as low-cost assistive technology where it meets the reasonable and necessary criteria.

→ AT Comparison Snapshot — explains how Nelli differs functionally from lower-cost alternatives and generic devices.

→ Recommendation letter template — for your OT or therapist to complete in support of your claim.

→ Plan manager resources — full documentation pack for plan managers assessing Nelli claims.