Payment Safeguards: How to Approve or Pause an Invoice with First2Care
Many of our clients will have noticed a change in how invoice notification emails from First2Care appear, with the option to quickly approve an invoice or pause it. We want those approvals to feel straightforward, and this is one of the ways we are making it easier to stay across what is being claimed against your plan.
We can set up ongoing approval for providers you use regularly, so their invoices can be processed straight away. For clients who would prefer more control, you can choose which providers can continue without interruption and which invoices are held for you to review first. For more information about invoice approval preferences, read our previous article, Choice and Control Over Your Invoicing Process.
These safeguards build on our existing approach and make it quicker and easier to review invoices when needed. This article explains what you need to know about these changes and how they help protect your NDIS plan funds.
What is changing?
You can now approve or pause an invoice directly from the email from First2Care
Each invoice notification email includes two options:
Proceed with payment: Select this if everything looks correct.
Do not pay this invoice: Select this if you would like us to pause processing so you can review the invoice with us.
If you do not select an option within 24 hours, we will continue processing the invoice in line with your existing arrangements.
You can also approve or pause an invoice by calling our support team on 1300 322 273.
What happens when you pause an invoice
When you select Do not pay this invoice, the invoice is paused directly from the email and the reason is recorded. This gives our team clear information about why the invoice has been put on hold. We can look into your concern, follow up with the provider if needed, and confirm the next step with you.
Remember, invoices can't stay paused for too long. Once the service is more than 90 days old, the NDIS cannot pay for it. Read more on: NDIS Claims Will Have a New 90-Day Timeframe.
More safeguards
Over the coming weeks, we will introduce additional verification steps for invoices that require further review.
We will soon ask for your approval before paying an invoice from a new provider. We cannot pay that first invoice until we hear from you, so it is important to review the email when it arrives. Once you have approved that first invoice, later invoices from the same provider follow your usual arrangement.
We may also ask you to specifically review and approve other invoices that look unusual or require your confirmation, even if they come from a provider you already use. You may receive an email asking you to review the invoice first before we continue processing it.
Why is this change important?
The purpose of this change is to help protect your plan funds and make sure payments are going to the right place.
You are often in the best position to notice when something on an invoice does not match the support you received. There may be an issue with the services listed on the invoice, you may no longer be working with the provider, or the invoice may need further review before payment is made.
Providers, supports and arrangements can change over time. These additional checks help us confirm that an invoice has come from the right provider and that the supports claimed are the ones you expected. This helps reduce the risk of incorrect payments and ensures any concerns can be identified before funds are released.
How First2Care helps protect your NDIS plan funds
These safeguards provide a faster and more convenient way to review invoices when needed, as part of our ongoing commitment to simple and efficient plan management.
Instead of relying on back-and-forth communication, you can approve or pause an invoice directly from the notification email. This makes it easier to respond quickly and helps reduce delays when an invoice requires attention.
We understand this is a change, and we have made the process as simple as possible. Protecting your plan is a shared responsibility.
If you have questions or concerns about this update, email us at support@first2care.com.au or call 1300 322 273.
