Service Provider FAQ

Frequently Asked Questions (FAQ)

Who do I address my invoice to?

Please address your invoice to the participant and email to invoices@plantracker.com.au

For hints and tips about what to include on your invoice, please view our article here.

When will I get paid?

No matter if you’re a large provider or a sole trader, we understand that getting paid for your services in a timely manner matters. Our average invoice processing timeframe is 3-5 business days*

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

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

Step 1Check if we have received your invoice
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. 

Step 2How long has it been?
Whilst we most often process invoices in just a few days, we kindly request that providers please allow up to 7 business days to receive your payment before making an inquiry. This allows our team to stay focused on processing claims and getting payments out quickly for all providers, including you.

If you haven’t received your payment after 7 business days please let our team know and we will follow up. 

Reimbursements

If you have paid upfront for a service, you can submit a request for reimbursement by following the steps below.

To submit a request for reimbursement:

  • Please send an email to accounts@plantracker.com.au with the subject “Reimbursement for [Participant Name]”
  • Attach a copy of your receipt or paid invoice
  • Let us know who the reimbursement is for (participant name) and who you’d like us to pay (who will we reimburse)

*Note – If this is the first time you are submitting a request for reimbursement or your details have changed, please also include your bank details so we know where to transfer funds to

If you want us to pay the provider directly, please email provider invoices to – invoices@plantracker.com.au
This allows us to stay focused on processing claims and getting payments out quickly. 

Did you receive my invoice?

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.

Provider Service Agreements

We appreciate that you may already have service agreements you are using with your NDIS Participants. If these agreements include service items, rates and service periods, then we can simply take a copy of the agreement. 

As a Plan Manager, we ensure the funds allocated in your service agreement remain available to cover the services you deliver. Please forward us a copy of your Service Agreement, signed by both your business and the Participant, to accounts@plantracker.com.au

Plan Tracker Contact Details

Please address your invoice to the participant and email to invoices@plantracker.com.au*

Company Name: Plan Tracker Pty Ltd

Address: PO Box 92, Gosford NSW 2250

ABN: 69615948019

Phone: 1800 549 670


We appreciate hearing any feedback or questions you may have. We are always striving to improve our services and to better meet your needs.

For hints and tips about what to include on your invoice, please view our help article here.

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What our customers say

Easy to contact and pays on time. Very friendly too. Couldn’t ask for any other Plan Manager.

“Plan Tracker have been amazing. Finally I’ve had a smooth experience, no stress, they are super fast with communication and so helpful. And their app is great, plus the fact that I get sent weekly budget updates… I wouldn’t hesitate in recommending Plan Tracker to everyone.”

“Highly recommended. Friendly team, awesome prompt communication and pay invoices really fast. All of my service providers give great feedback on how fast their invoices are paid. If you’re looking for a good plan manager then sign up with these guys.”

The best thing we did was use Plan Tracker. Excellent support and fantastic at all things NDIS. Plan Tracker has taken the worry away. Thank you.

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I would like to refer my first customer to Plan Tracker.

Webinar Replay:
Year in Review & What's New in '22

Recorded 13 December 2021

Presented by Plan Tracker – Plan Management

Grab a cuppa and catch up on our most recent session A Year in Review, where we discussed the events that took place in 2021, the latest NDIS Quarterly Report and the Improving Support Coordination for NDIS Participants paper.

Feel free to share with friends & colleagues!

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Plan Tracker is a registered NDIS Plan Manager supporting participants throughout Australia.
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