Q: How long should it take for my provider to get paid after an invoice is sent?

Once your plan manager receives a correct and complete invoice, payment is typically processed within 2-5 business days. Delays are almost always due to missing information or a lack of participant approval, which requires back-and-forth communication to resolve.

Q: Who do I contact first if there's a payment problem: my provider or plan manager?

Contact your plan manager first. They can tell you the exact status of the invoice (e.g., received, pending, rejected, paid) and the specific reason for any delay. They can then guide you on what information is needed from you or the provider to resolve it.

Question 1

How long should it take for my provider to get paid after an invoice is sent?

Accepted Answer

Once your plan manager receives a correct and complete invoice, payment is typically processed within 2-5 business days. Delays are almost always due to missing information or a lack of participant approval, which requires back-and-forth communication to resolve.

Question 2

What if I don't have a formal Service Agreement with a provider?

Accepted Answer

The NDIS requires a Service Agreement for all ongoing supports. Without one, your plan manager may not be able to pay claims, as there's no proof of agreed-upon supports and rates. It's crucial to have a simple, signed agreement in place for every regular provider.

Question 3

Can my plan manager reject an invoice?

Accepted Answer

Yes. A plan manager must reject invoices that don't comply with NDIS rules, such as claims for supports not in your plan, incorrect pricing, or missing details. They will notify you and the provider, explaining what needs to be corrected before it can be paid.

Question 4

What records do I legally need to keep?

Accepted Answer

You should keep records that prove you received the supports claimed from your NDIS funds. This includes service agreements, invoices, receipts, appointment diaries, and communication about services. The NDIA may request these records for up to 5 years for audit purposes.

Question 5

Who do I contact first if there's a payment problem: my provider or plan manager?

Accepted Answer

Contact your plan manager first. They can tell you the exact status of the invoice (e.g., received, pending, rejected, paid) and the specific reason for any delay. They can then guide you on what information is needed from you or the provider to resolve it.

Question 6

How do I make sure an invoice is submitted with the right information so it gets processed quickly?

Accepted Answer

Ask your provider to include your NDIS plan details (including your participant number), the support period dates, the service description, the NDIS category/item references (where applicable), and the correct amount. Before they submit, check that the charges match what was agreed in your plan and service agreement to reduce rework and delays. If anything looks off, contact My Care Finders for guidance, and consider using MyMoney NDIS (www.planmanager.net.au) to help keep claims information accurate and moving smoothly.

Question 7

What happens after I submit a request for plan-managed payment—will I get confirmation once it’s lodged and accepted?

Accepted Answer

After your provider submits the invoice, your plan manager (for example, MyMoney NDIS at www.planmanager.net.au) will check it against your NDIS plan details and funding approval before processing. You may receive status updates depending on your provider’s invoicing process and your plan manager’s communication approach—My Care Finders recommends asking your provider for the invoice submission reference and checking with your plan manager if you don’t hear back within a reasonable timeframe.

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