Customers · Article 1 of 4
Understanding customers
In Navigator, a customer is an NDIS participant whose plan management your organisation has taken on. The customer record is the central point for all information about the participant — their personal details, NDIS plan, contacts, invoices, and communications.
Customer status
Every customer has a status that reflects where they are in their relationship with your organisation. There are three:
| Status | What it means |
|---|---|
| Prospect | The participant has expressed interest or been referred but hasn't yet signed on. No plan management work is being done yet. |
| Active | The participant is a current customer. Invoices are processed, monthly fees are charged, and statements are generated. |
| Inactive | The customer is no longer active — their plan management has ended or been paused. Routine processing stops for inactive customers. |
Onboarding status
For prospect customers, the Onboarding status field tracks how far through the setup process they are. The seven possible values:
| Onboarding status | What it means |
|---|---|
| Welcome email sent | An onboarding invitation has been sent to the customer. They haven't yet completed setup. |
| Pending service agreement | Waiting for the customer to review and accept the service agreement. |
| Form submitted | The customer has submitted their onboarding information. |
| Pending endorsement | The onboarding form has been submitted and is awaiting endorsement by your team. |
| Endorsement completed | Your team has reviewed and endorsed the onboarding submission. |
| Completed | Onboarding is finished. The customer has a portal login and the relationship is fully set up. |
| Prospect lost | The prospect did not proceed to becoming a customer — an exit state, not a workflow step. |
Key customer fields
These are the fields your team will touch most often.
| Field | What it's for |
|---|---|
| Given name / Family name | The participant's legal name. Used on statements, service agreements, and NDIS submissions. |
| Preferred name | A name the participant goes by day-to-day. Shown alongside their legal name in Navigator for your team's reference. |
| NDIS number | The participant's unique NDIS identifier. Required for submitting claims. |
| NDIS service region | The state or territory the participant's plan is registered under. Affects NDIS price caps and which local timezone displays on the profile. |
| Email address | Used for portal login, invoice approvals (if the customer is their own approver), and monthly statements. |
| Phone numbers | Mobile, work, and home numbers. Used for SMS-based approval requests. |
| Address / Postal address | Residential and postal addresses. Used on service agreements and for postal statements. |
| Account manager | The team member assigned to look after this customer. Used for reporting and filtering. |
| Commencement date | When this customer's plan management begins. |
| Termination date | When plan management ended, if applicable. Shown only for inactive customers. |
Alerts
The Alerts section on a customer record is where your team leaves notices that should be seen by anyone working with that customer. Alerts display at the top of the profile whenever the record is open.
Use alerts for anything a colleague should know before they pick up the phone or reply to an email — for example:
- "Participant is deaf — communicate via email only."
- "Do not contact the participant directly — all communications via guardian."
- "NDIS review under way — budgets may be out of date until resolved."
Churn risk tracking
If a customer is at risk of leaving, your team can flag them. There are two related fields:
- Churn risk — flags the customer as at risk. A Churn risk badge appears on the profile header and a red banner highlights the reason.
- Churn risk reason — describes why they're considered at risk.
The churn risk flag also shows up next to the customer's name in task lists and filters, so their situation is visible to anyone picking up a piece of work relating to them.
Auto-archive
The Auto-archive setting, when enabled, automatically archives all emails linked to this customer after they are processed. This keeps the inbox tidy for high-volume or closed customers.
Auto-archive is most useful for inactive or prospect-stage customers where you don't need every email from or about them sitting in the main inbox view.