How Quickly Should an NDIS Plan Manager Process Provider Invoices?
First2Care processes complete, correct invoices and submit eligible claims within a business day of receiving them. This covers checking the invoice and submitting an eligible claim, not the provider receiving payment. The participant's approval, any further information needed and NDIA processing can affect the overall payment timeframe. Ask your plan manager which stage their published timeframe covers.
WHAT HAPPENS WHEN AN INVOICE ARRIVES?
For plan-managed funding, the provider sends the invoice to the participant's plan manage. The plan manager checks the information and whether an eligible claim can be submitted. An eligible claim is a claim that meets the applicable funding and claiming requirements. The participant’s approval, through their agreed arrangement, is required when managing claims and paying providers. Eligible claims are submitted through the relevant NDIS provider portal.
WHAT INFORMATION IS CHECKED?
The checks include:
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participant and provider details;
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service dates and supports delivered;
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the agreed price and applicable pricing requirements;
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available funding;
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alignment with the participant’s plan; and
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the participant's approval through their agreed arrangement.
Plan-managed invoices also require a valid ABN unless an exemption applies. An exempt provider must supply the relevant statement by a supplier form.
WHAT DOES "PROCESSED" MEAN?
"Processed" can refer to different stages, so ask your plan manager what the term means in the service. At First2Care's one-business day timeframe, it means checking a complete, correct invoice and submitting an eligible claim. It does not mean the provider has received payment.
WHAT DOES "PAID" MEAN?
The NDIA paying the plan manager and the plan manager paying the provider are separate transactions. After receiving the funds, the plan manager pays the provider. NDIS guidance says providers should be paid within 72 hours the plan manager receiving payment. If an invoice is marked "paid", ask whether that means payment has been sent or received.
WHAT IS FIRST2CARE's PROCESSING TIMEFRAME?
First2Care's processes complete, correct invoices within a business day of receiving them. This covers checking and eligible claim submission. Further information or confirmation of the participant's approval may be needed before a claim can progress. It is not a guaranteed provider payment date.
WHAT CAUSES DELAYS?
An invoice may need correction or clarification because details are missing, the support or price needs checking, or available funding is insufficient. The NDIA may also place a claim on hold while requesting information to verify it.
WHAT IS THE NDIA's PROCESSING TIMEFRAME?
NDIA claim processing is separate from the plan manager's invoice checks. The NDIA may request further information or place a claim on hold while reviewing it. Ask your plan manager whether the claim has been submitted, is being reviewed or has been paid. A plan manager’s processing timeframe does not determine when the NDIA releases funds. At First2Care payments to providers occur simultaneously to the NDIS release of funds without delay.
WHAT CAN AFFECT PAYMENT TIMEFRAME?
Payment may take longer when:
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further invoice details or corrections are needed;
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support or pricing information requires clarification;
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available funding needs checking;
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participant authorisation is still being confirmed; or
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the NDIA requests information or reviews the claim.
WHAT CAN PROVIDERS DO TO REDUCE DELAYS?
Send invoices promptly after delivering supports and check the details before submission. The NDIS advises providers to request payment as soon as possible after service delivery.
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Talk to First2Care about Invoice Processing
Need to understand where an invoice is up to? Contact First2Care to ask whether it has been received, checked, submitted or paid.
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Call 1300 322 273 or email support@first2care.com.au. Providers can send invoice enquiries to accounts@first2care.com.au.