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Why am I Being Charged for Non-Face-to-Face Supports?

Have you ever noticed a charge for non-face-to-face supports listed on a provider invoice and wondered… what’s that? You’re not alone. Non-face-to-face supports are on the rise, which means it’s time to take a deep dive to help you better understand this support option, what can and cannot be charged, and the benefits of non-face-to-face supports.


Man with disability sitting in front of laptop during a video call
Man with disability sitting in front of laptop during a video call

Understanding non-face-to-face supports


Non-face-to-face supports refer to services that are provided remotely, including:

  • Telehealth services - virtual medical consultations that allow participants to receive healthcare advice and treatment from a licensed healthcare professional via video conferencing.

  • Online training programs - training programs that can be accessed online, helping participants acquire skills and knowledge necessary to manage their NDIS plans.

  • Plan management services - services that can be provided remotely, covering tasks such as managing NDIS payments and liaising with service providers.

  • Remote therapy services - therapy sessions that can be conducted remotely, typically through video conferencing.

  • Assistive technology support - equipment-based supports that assist participants to live more independently. Deciding on the most appropriate equipment can be done via phone or email.

Over the past few years, these supports have become more frequently utilised by NDIS participants to access timely and cost-effective provider services despite not being physically present. Non-face-to-face supports can be particularly useful for participants who live in remote or rural areas or have mobility issues, making it difficult to access support in-person.


Non-face-to-face supports… what can and cannot be charged?


Non-face-to-face supports can include:

  • Report-writing

  • Guidance and advice

  • Assessments

  • Planning and coordination of services

Non-face-to-face supports should not include:

  • Processing NDIS claims

  • Training and supervising staff

  • Service agreement development

Additional NDIS requirements:

  • NDIS providers can only bill for non-face-to-face supports that have been approved and funded by the NDIS

  • NDIS providers should ensure that the cost of non-face-to-face supports is within the approved budget for the participant's NDIS plan

  • NDIS providers should comply with the NDIS rules and guidelines on billing and claiming for non-face-to-face supports

What are the benefits of non-face-to-face supports?


Non-face-to-face supports have several benefits, including:

  • Increased accessibility: by offering non-face-to-face supports providers can reach more participants across Australia.

  • Flexibility: With non-face-to-face support options, providers can deliver services at a time that is convenient for them, rather than needing to schedule an in-person appointment during business hours.

  • Reduced costs: Without the need for physical premises or travel, non-face-to-face support services can be more cost-effective for providers to deliver.

  • Improved outcomes: Regular and ongoing non-face-to-face communication and support can help to improve participant outcomes by providing ongoing monitoring and support.

  • Personalisation: With the use of various technologies, non-face-to-face support services can be personalised to meet specific needs.

Providers charging for non-face-to-face supports


An NDIS provider can charge for non-face-to-face supports if they are reasonable and necessary according to a participant's NDIS plan. Provider should list non-face-to-face supports in a service agreement including the terms and conditions of charging for non-face-to-face supports.


Providers cannot charge for non-face-to-face supports unless the support has been delivered. If you notice a non-face-to-face support listed in a provider invoice, and you’re unsure of the charge you can contact our support team to request the invoice be on hold while you discuss the charge with your provider.


Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

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