Service Provider FAQs

Yes there is! Download the template below, save it and re-use it whenever you need to.

Plan Tracker_invoice_template

Email us your invoice to [email protected] or for past payment, submit through the portal.

The fastest way to be paid is by submitting your invoice through our Provider Portal. Invoices submitted before 2pm receive payment the same day*, once the NDIA has approved the claim.

*please note funds may take 24 – 48 hours to reach your account

You can also see the status of your invoices in your Provider Portal.

*Learn more about what’s needed on your invoice in order to be processed here. 

If you submit your invoice by email, the processing timeframe is 5-7 business days*

Here’s some helpful things to check before contacting our team:

Step 1 – Check if we have received your invoice/check the status in the Portal
You should have received a confirmation email when you submitted your invoice. If you didn’t, please check your junk or promotional folders first. If you still can’t locate the confirmation email, please get back in touch as soon as possible with a copy of the invoice. If you have not received a confirmation email, we have not received your invoice for processing. 

In the Portal, you can quickly, easily and securely check the status of all your invoices.

Step 2 – How long has it been?
Whilst we most often process invoices in just a few days (same day in the Portal if it’s submitted before 2pm), we kindly request that providers allow up to 7 business days to receive your payment.

If you haven’t received your payment after 7 business days please check the Portal, contact our team on 1800 549 670 or via Live Chat in the bottom right hand corner of the website. 

You can check the status of all your invoices to Plan Tracker in the Provider Portal, so you know exactly where they are up to.

When you email an invoice you will receive a confirmation email. If you didn’t receive the confirmation, please check your junk or promotional folders first. If you still can’t locate the confirmation email, please get in touch as soon as, on 1800 549 670 ext 4, or via Live Chat. If you have not received a confirmation email, we have not received your invoice for processing.

A service agreement is an agreement between you and your service provider.

We’ve put together a handy list of things to include in your Service Agreement.

• The agreement start and end date
• Your ABN
• Describe the service you are providing – e.g. Physiotherapy 
• Budget category more information on the NDIA Pricing Arrangement and budget categories can be found here Pricing arrangements | NDIS
• The total amount you would like to allocate to each budget category
• Make sure it’s signed by you and the participant, or their nominee

As a Plan Manager, we can set aside funds outlined in your service agreement.

Please forward us a copy of your Service Agreement, signed by both your business and the Participant or their Nominee, to [email protected]

PACE is the NDIA’s new computer system (effective October 2023) and all new plans and renewed plans will be on this new system from April 2024. Participants need to endorse providers, including their Plan Manager (if they use one). You can find out more here. PT_SP_Factsheet_2024