Plan managers process hundreds of invoices every month. Most are fine. Some aren't — and the ones that aren't range from minor errors to deliberate overbilling. Knowing what to look for before paying protects clients' funding and meets your professional obligations.

What information must be on an NDIS invoice

A compliant NDIS invoice has:

Provider name and ABN.

Provider's NDIS registration number (if registered).

Participant name and NDIS number.

Date of service delivery.

Service description, including support category code.

Hourly rate or unit price.

Quantity (hours, units, items).

Total amount.

GST treatment (most NDIS supports are GST-free).

Cancellation status if applicable.

Travel charges separated from service charges if applicable.

Bank details for payment.

Invoices missing key information should be queried before payment, not paid on the assumption that details are correct.

How to spot overcharging

Common overcharging patterns:

Charging above price limits. The NDIS Pricing Arrangements set price limits for each support category. Providers can't charge above these limits (except in self-managed plans where above-limit pricing is sometimes negotiable).

Charging for cancelled shifts incorrectly. NDIS rules limit when providers can charge for cancelled appointments — generally only when participants give less than 7 days' notice, and at lower rates after the second cancellation in a row.

Charging weekday rates for weekend services. Saturday, Sunday, and public holiday rates are different. Some providers default to weekday rates regardless.

Double-billing. Two invoices for the same shift, or charges that overlap.

Travel time charged twice. Provider travel time has specific rules — it's charged at the support hourly rate but capped at 30-60 minutes per direction depending on the support type. Travel charges that exceed reasonable limits should be queried.

Phantom shifts. Shifts that didn't actually happen but appear in billing.

Missing shift notes. Most NDIS supports require shift documentation. Providers who can't produce shift notes when asked are a flag.

Inflated mileage. Per-kilometre allowances are based on actual distance travelled. Some providers inflate.

Price limits and the Support Catalogue

The NDIS Support Catalogue (or Pricing Arrangements) is the master document of what providers can charge for what. As a plan manager, you should be familiar with current pricing for the most common support categories.

Key categories to know:

Personal care, weekday standard. $70.23/hour in Queensland 2025-26.

Personal care, weekday evening. Higher rate.

Personal care, Saturday. ~$99/hour.

Personal care, Sunday. ~$128/hour.

Personal care, public holiday. Higher again.

Standard support coordination. $100.14/hour.

Specialised support coordination. $190.54/hour.

Recovery coaching. $98.96/hour.

Plan management. Set monthly fees plus an establishment fee.

Capacity building (varies). Different rates for different sub-categories.

The catalogue is updated regularly — usually annually with price increases, with interim updates during the year. Subscribe to NDIA pricing updates and check rates at least quarterly.

When to query an invoice

Query an invoice when:

The amount is above NDIS price limits without a valid reason.

The shift details don't match what you'd expect (e.g. ridiculously long shifts, unusual times).

The invoice is missing required information.

You can't reconcile it with the participant's plan or service agreement.

The same charge appears twice.

Travel charges seem disproportionate.

Cancellation charges don't follow NDIS rules.

You haven't seen shift notes for shifts being claimed.

When you query, do it in writing. Be specific about what you're querying and what evidence you'd accept. Don't pay until the query is resolved.

What to do about non-compliant providers

If a provider is consistently submitting non-compliant invoices, you have several options:

Request shift notes for all claims. Some providers fix their practices when they realise you're checking.

Notify the participant. Plan managers work for participants. If a provider is overcharging, the participant needs to know.

Report to NDIA. Significant compliance issues can be reported to NDIA fraud investigations.

Report to Quality and Safeguards Commission. For practice issues affecting participant safety or welfare.

End the service agreement. Plan managers don't choose providers, but participants can change providers based on plan manager information.

Document carefully. Keep records of queries, responses, and decisions. If issues escalate, documentation matters.

Frequently asked questions

Can a provider charge for travel between participants?

Yes, within NDIS rules. The travel time is charged at the support hourly rate, capped at certain durations. Provider-to-participant travel is treated differently from participant transport.

What if a participant authorises a charge above the price limit?

In agency-managed and plan-managed plans, the price limit applies regardless. Providers can't legally charge above the limit. Self-managed plans have more flexibility, but this is the participant's choice and risk.

Can I refuse to pay an invoice I think is wrong?

You can query and hold payment pending resolution. Outright refusal without due process can have legal implications. Document your reasoning carefully.

What if a provider invoices for a service I think the participant didn't receive?

Query in writing. Ask for shift notes and evidence. Talk to the participant. If services genuinely weren't delivered, this is potential fraud — investigate carefully.

If you're a plan manager and want to coordinate with Seareal on participants we share, contact us. We support direct communication with plan managers and we make documentation accessible.