NDIS compliance is getting more attention across the sector. That’s not a reason to stress – but it is a good reason to make sure your records are in good shape.
This guide covers the practical side: What to document and how to invoice correctly.
Why it matters.
The NDIS regularly reviews claims and may ask for records to back them up. If you’re selected for a compliance review, you may be asked to verify the quantity, type and duration of supports delivered. Payments can be held while a review is underway.
Good records protect your business. They also give participants confidence that their funding is being handled well.
What your records should show.
At a minimum, every record should include:
- Participant name and NDIS number
- Date of support
- Total hours or quantity delivered
- What support was delivered
- Where it was delivered.
The detail required varies depending on the type of support.
| Support type | Records to keep |
|---|---|
| Core supports (excluding Supported Independent Living) | A service agreement and roster or log are usually enough, as these supports are often delivered in sessions with a clear start and end time. More complex Core supports may also require a case note or report. |
| Supported Independent Living | A detailed service agreement, along with documentation such as staff-to-participant ratios, timesheets, rosters and case notes |
| Capital supports and Consumables | A clear and detailed invoice is usually enough |
| Capacity Building and Assistance with Social and Community Participation | A roster or log and case notes |
| Support coordination | Detailed documentation if delivered alongside other supports |
For more information, see the NDIS record keeping guidelines.
Getting invoices right.
Most invoice delays come down to small errors that are easy to fix. A quick check before you send can save a lot of back and forth.
Each invoice should include:
- Provider business name and ABN
- Participant name and NDIS number
- Participant address (where relevant, for example Specialist Disability Accommodation)
- Support item number
- Description of supports
- Quantity and unit price
- Claim type if relevant, for example travel, reporting or non-face-to-face
- Date or dates of service
- Total invoice amount
- GST component if applicable.
Important: If the participant has a plan manager, the invoice should always be in the participant’s name, not addressed to the plan manager.
A few other habits worth building:
- Check that the participant’s name and NDIS number match their NDIS Plan exactly
- Put all required details on the invoice itself, not just in the email
- Use the correct NDIS line item code or a clear description of the support
- Keep remittance contact details current – a shared inbox helps if staff turn over
- Reconcile records regularly so payments are easy to track and tax time isn’t a scramble.
If you deliver supports for Leap in! Members, Saltu can help with invoicing. Saltu is a free, easy-to-use platform that makes managing your invoices and payments with Leap in! faster and easier. It has pre-loaded NDIS support item codes and built-in checks, so you can be confident the invoice is right before it goes out. And, it’s free to use for all Leap in! providers!
When a quote is required.
Some supports – linen service and specialised driver training are common examples – need an NDIA-approved quote before a claim can be processed. If the quote hasn’t been approved, the invoice can’t go through.
Invoices can also be delayed or partially paid if they don’t line up with an approved quote. This happens when the invoice exceeds the approved quantity, the rate doesn’t match or it includes costs outside the quote, like provider travel.
Working with Leap in! Members.
A few things are worth knowing when you submit invoices through Leap in!
In some cases, we send the invoice to the Member or their nominee for review before submitting it to the NDIA. Members have up to seven days to approve it. Once approved, the claim can be finalised.
If an invoice is delayed or not paid in full, it’s usually for one of these reasons:
- Insufficient funds for one or more items
- One or more supports aren’t funded for that Member or aren’t considered an NDIS support
- The relevant funding category isn’t plan managed by Leap in!
- We don’t yet have access to the Member’s current plan
- Supports were delivered across two plan periods and need to be split into separate invoices.
If you’re not sure what’s holding things up, reach out to your client first to check that funding is available. If you’re still unsure, get in touch with our team, we’re always happy to help.
You can contact us on 1300 05 78 78, email [email protected] or chat with us online at www.leapin.com.au.
