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Provider and payment FAQs.

17 April 2025
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Provider FAQs.

Provider update (March 2024): NDIA provider payment times

The NDIA has announced some changes to the claims review processs to strengthen the NDIS by reducing fraud and non-compliant behaviour.

Starting March 2024, the NDIA is taking more time to check claims before they’re paid. This will extend payment timeframes by a minimum of 24 hours on top of existing payment turnaround times.

For some complex claims that require additional checks, payments made by the NDIA may take up to 10 days.

Claims review process.

A particular focus for the NDIA will be duplicate claims. 

Duplicate claims submitted within 14 days of the first claim will be reviewed by the NDIA for fraud and non-compliant behaviour.

If a claim is being reviewed, the NDIA will provide a request for information and a fact sheet with instructions on how to resolve the specific claiming issue. Leap in! will be supporting our Members with these requests to ensure they are resolved as quickly as possible.

The NDIA has advised that when they receive the right information, they will add the claim to the next payment run. If the information is not satisfactory (or if the NDIA does not receive a response), the claim will stay on hold. It will not be paid until they receive the right information.

Note: Leap in! submits claims to the NDIA every business day. Claims are processed in order of receipt and can be tracked using our Provider Toolkit.

Provider and payment FAQs.

Can I employ a family member as a support worker?
Generally not. The NDIS will only pay direct family members to provide supports in exceptional circumstances. For example, if you are in a remote area with no services available to you. If you have questions about this or would like to seek approval for a special circumstance, we recommend that you contact your LAC or NDIS Planner to discuss.
How do I find a provider in my area?

Our plan managers here at Leap in! HQ provide great advice and connections for providers in your area, or you can take a look at our new Provider Network Directory to find the right organisation to suit your needs.

As a participant do I always have to sign a service agreement?
Service agreements are not required but are highly recommended. They are an important aspect of implementing your NDIS Plan because they set out how and when you receive supports from a service provider. Read our previous story to find out more about The importance of service agreements.
If I’m an NDIS participant, can I be a provider as well?

Yes! NDIS participants are able to become service providers. Learn more here.

When I begin with a service provider or sign a Service Agreement, do I need to share my NDIS Plan and funding information?
No, you don’t have to share your plan or the funding information. Remember, your plan is yours and you can choose who you share the details of your plan with. Visit the NDIS ‘Sharing your plan’ page for more information. While you don’t have to share your information, you do need to make sure you have sufficient funds available for all of the goods and services you agree to purchase. The Leap in! app is a great tool to help you to keep track of how you are spending your budgets. The Leap in! app is available in the Apple App Store, on Google Play and for web. If you have any questions about how to use the app to prepare for your NDIS plan meeting or plan reassessment, contact the Leap in! Crew on 1300 05 78 78.
Do you pay on the same day each week? 
We submit claims to the NDIA every business day. Invoices are processed in order of receipt, and providers can track the progress of their claim using the Leap in! Provider Toolkit. If you are a provider and need assistance accessing the Provider Toolkit, call 1300 05 78 78.
What is Provider Toolkit and how do I access it? 

The Provider Toolkit enables providers to view the status of their NDIS participant’s invoices with us.  Using your individual business’ link to the Provider Toolkit, you will be able to access Invoice Search. Here you can see where a particular invoice is in the processing, claiming and payment pipeline for any of your clients who are plan managed members with us. 

It’s available 24/7 and so easy to use. Contact our Provider Relations Team on 1300 05 78 74 for your unique URL to access your Provider Toolkit. 

My invoice was only part paid, what can I do?
An invoice can be short paid for a number of reasons. The most common are:
  • The unit price on the invoice is above the NDIS Pricing Arrangements and Price Limits and therefore can not be paid in full. 
  • There are insufficient funds in the participants’ budget. For privacy reasons we are unable to share a participant’s details without their permission. In these instances, we will direct Providers to contact the Participant or their nominee.
In some cases, these short paid invoices will be directed to the NDIS Provider Payments department. Occasionally, this could be caused by an administrative issue. If you can not solve your issue with any of the above, please contact our Provider Relations Team on 1300 05 78 74.
Do you have a template for faster payment of my invoices?
Yes, you can download a landscape version here or a portrait version here.
Where do I send my invoices?
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How do I use the Leap in! invoice template?

If you’re using Chrome or Edge.

  1. Download and save the landscape template.
  2. Fill in the template with your invoice details. Make sure you include your ABN.
  3. Select Print and then Print to PDF. Rename the file. Make sure your invoice is saved as a PDF.
  4. Open the saved file and check that you are not able to edit over the top of your recently completed invoice.
  5. Send to [email protected].

If you’re using Safari.

  1. Download and save the landscape template.
  2. Fill in the template with your invoice details. Make sure you include your ABN.
  3. Select Print.
  4. Make sure the orientation selected is landscape and that the scale is 100%.
  5. In the bottom left-hand corner click on the PDF drop down and select Save as PDF. Rename the file.
  6. Open the saved file and check that you are not able to edit over the top of your recently completed invoice.
  7. Send to [email protected].

For multiple invoices, update the invoice number on each occasion to ensure each one is unique.|

What do I need to include on my invoice?
To make sure your invoice is paid quickly, please include the following information:
  • 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)
Do I need an Australian Business Number (ABN)?
Yes. All support providers need an ABN number to invoice for the goods or services they provide unless the provider is exempt from quoting an ABN.
I don’t have an ABN. How do I get one?
Visit the website for the Australian Government’s Australian Business Register ABN Basics FAQs page – it’s a great place to start.
What is the Provider Network Directory?
 

The Leap in! Provider Network Directory is a listing of providers that helps connect our members with the support, services, and products they need in their local area. 

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