It’s the question everyone wants the answer to.
Participants want services delivered without delays. Providers want to be paid promptly. And yes—Plan Managers want invoices processed quickly too.
But sometimes it can feel like Plan Managers are the ones slowing things down. Why can’t we just pay the invoice?
👉 Here’s the honest answer: we can only process invoices that are valid.
It sounds simple, but when government funding is involved, there are quite a few requirements that need to be met before a claim can be submitted.
Why invoices sometimes get delayed
It’s not just about checking whether an invoice includes the usual details like an ABN or bank account information. Plan Managers also need to confirm that the service being claimed is eligible under the participant’s specific NDIS plan.
And that’s where things can become complicated.
There are more than 15 support categories and over 600 different NDIS line items. Each one has its own rules about when and how it can be used.
The NDIA has made it very clear that Plan Managers must implement the plan exactly as it is written. Unfortunately, that doesn’t leave us much room for flexibility.
For example, if a plan specifies that therapy funding is for physiotherapy and occupational therapy, we cannot process a claim for psychology or dietitian services unless there is written approval from the NDIA.
A quick word about funding periods
Funding periods are a big topic right now (and we’ll cover them in more detail in an upcoming blog).
For now, the key point to remember is this:
👉 Claims cannot be made against future funding periods.
If funds remain at the end of a funding period, they will roll over into the next one. However, it does not work the other way around. If all funds are used within a funding period, the NDIA has made it clear that additional funding will generally not be provided.
As always, exceptions may apply—but only with written approval from the NDIA.
So, how can participants and providers get invoices paid faster?
In short: get the details right from the start.
Here are a few practical tips that can make a big difference.
✔️ Get the small details right
It might sound simple, but missing or incorrect information is one of the most common reasons invoices are delayed.
Make sure your invoice includes:
👉 A valid and active ABN
👉 Correct bank account details
👉 A business name
👉 An email address for remittance advice
👉 The participant’s name (important: invoices must be issued in the participant’s name, not the Plan Manager’s)
👉 Date of service
👉 Type of service
👉 Duration of service
👉 NDIS line item number
👉 Rate charged
✔️ Understand the funding period
Make sure services are invoiced within the correct funding period and keep track of available funding. Overspending can result in claims being rejected.
✔️ Use the correct line item numbers
It is the provider’s responsibility to ensure invoices use the correct NDIS line item numbers.
Taking the time to understand the NDIS pricing arrangements and line items can help prevent delays and rejected claims.
(Watch this space — we’re currently developing training for providers who want to learn more about invoicing correctly. Let us know if this is something you’d be interested in.)
✔️ Specify the type of service
Each line item should clearly identify the service type, such as:
👉 Standard service
👉 Non face-to-face (NF2F)
👉 Travel
👉 Report writing
👉 Telehealth
👉 Cancellation
Clear service descriptions help ensure claims are processed smoothly.
✔️ Invoice frequently
Regular invoicing helps everyone.
We recommend invoicing at least once a week. Waiting several weeks to submit invoices can increase the risk of funding being unavailable or claims falling outside the correct funding period.
Finally…
At JRA, we genuinely want invoices to be paid quickly and correctly.
We believe providers should be paid for the important work they do, and we want our participants to access the services they need.
Many of us have lived experience with disability, and some of us are participants—or have family members who are participants—in the NDIS ourselves. We understand how important these supports are.
If it were entirely up to us, we’d love to say:
[Picture description – Oprah wearing a red skirt suit, looking happy and pointing at the audience with a black microphone in her hand]
Unfortunately, we don’t have Oprah-level powers.
We have to operate within the NDIS rules. If those rules aren’t followed, funds may need to be repaid—and that’s a risk none of us want to take.
So help make your friendly Plan Manager very happy…
💡 Send through a complete and accurate invoice.
Everyone wins when we get it right the first time.
