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19 March 2020

Maintaining service continuity in a changing environment.

As a valued provider in the Leap in! member network, we wanted to update you on the steps we’re taking to maintain business continuity and ensure minimal disruption to the payment of your invoices during the evolving 2019 novel coronavirus (COVID-19) situation.

The health and safety of our members and staff is always our top priority and we are mindful that COVID-19 will also be a consideration for you, your family members, your team and staff as well as the supports, services and products you provide in the community.

Invoicing and NDIS claims.

We have plans in place to ensure that as the situation with COVID-19 changes, we are able to keep processing your invoices.

As all of our technology systems are ‘in the cloud’, our plan management and accounts team can continue to work from any location. This means that if anyone from our team needs to self-isolate or we decide to direct our teams to work remotely, the Leap in! Crew will still be working — they’ll just be doing it from home.

So far, we have not had any advice from the NDIA in terms of changes to their claims assessment, approval and payment process. If there are any updates or changes to report, we will be sure to let you know. You can also monitor the latest information from the NDIS regarding COVID-19.

Continuing to fast track your payments.

To ensure that your invoices are being processed as quickly as possible, please double-check that they include all the details required:

  • The correct name of the NDIS participant
  • Your sole trader, business or company name
  • Your Australian Business Number (ABN)
  • An invoice number
  • Date the invoice has been issued
  • Date the service was delivered (where possible)
  • Basic description of service or product (including units or hours of service delivery)
  • Relevant NDIS line item/s for service or product
  • Whether GST was applied to the product or service
  • Total amount owing
  • Details for payment
  • Contact details (including a telephone number).

If you are currently using hand-written or non-system generated invoices, we can help.

We’re often asked by providers for an Invoice Template, so we’ve created one and added this resource to our website.

This format is guaranteed to have you auto-loaded into our system (when sent to us as a saved, typed PDF attachment) using our Optical Character Recognition (OCR) that goes directly into the fast processing stream with the NDIA.


Please call us if you have any questions on 1300 05 78 74. This number will continue to connect you to our team, regardless of their working location.

Yours sincerely,
Robyn & Andrew

Batten and Andrew Kiel
Leap in! Co-founders