Provider FAQs.

Provider update (March 2024): NDIA provider payment times

To strengthen the NDIS by reducing fraud and non-compliant behaviour, the NDIA has announced some changes to the claims review process.

Starting March 2024, the NDIA is taking more time to check claims before they’re paid. This will extend payment timeframes by a minimum of 24 hours on top of existing payment turnaround times.

For some complex claims that require additional checks, payments made by the NDIA may take up to 10 days.

 

Claims review process.

A particular focus for the NDIA will be duplicate claims. 

Duplicate claims submitted within 14 days of the first claim will be reviewed by the NDIA for fraud and non-compliant behaviour.

If a claim is being reviewed, the NDIA will provide a request for information and a fact sheet with instructions on how to resolve the specific claiming issue. Leap in! will be supporting our Members with these requests to ensure they are resolved as quickly as possible.

The NDIA has advised that when they receive the right information, they will add the claim to the next payment run. If the information is not satisfactory (or if the NDIA does not receive a response), the claim will stay on hold. It will not be paid until they receive the right information.

Note: Leap in! submits claims to the NDIA every business day. Claims are processed in order of receipt and can be tracked using our Provider Toolkit.

FAQs

All invoices should be sent to invoices@leapin.com.au.

If you’re using Chrome or Edge.

  1. Download and save the landscape template.
  2. Fill in the template with your invoice details. Make sure you include your ABN.
  3. Select Print and then Print to PDF. Rename the file. Make sure your invoice is saved as a PDF.
  4. Open the saved file and check that you are not able to edit over the top of your recently completed invoice.
  5. Send to invoices@leapin.com.au.

If you’re using Safari.

  1. Download and save the landscape template.
  2. Fill in the template with your invoice details. Make sure you include your ABN.
  3. Select Print.
  4. Make sure the orientation selected is landscape and that the scale is 100%.
  5. In the bottom left-hand corner click on the PDF drop down and select Save as PDF. Rename the file.
  6. Open the saved file and check that you are not able to edit over the top of your recently completed invoice.
  7. Send to invoices@leapin.com.au.

For multiple invoices, update the invoice number on each occasion to ensure each one is unique.

You can reach us via any of our channels. Call us on 1300 05 78 74, webchat or email us at crew@leapin.com.au.

To make sure your invoice is paid quickly, please include the following information:

  • The correct name of the NDIS participant
  • Your sole trader, business or company name
  • Your Australian Business Number (ABN)
  • An invoice number
  • Date the invoice has been issued
  • Date the service was delivered (where possible)
  • Basic description of service or product (including units* or hours of service delivery)
  • Relevant NDIS line item/s for service or product
  • Whether GST was applied to the product or service
  • Total amount owing
  • Details for payment
  • Contact details (including a telephone number)

Yes.

Visit the website for the Australian Government’s Australian Business Register ABN Basics FAQs page – it’s a great place to start.

Yes, you can download a landscape version here or a portrait version here.

The Leap in! Network Directory is a listing of our provider partners and helps connect our members with the supports, services, and products they need in their local area. Here’s an article.

It’s easy. Simply email partners@leapin.com.au or call 1300 05 78 74.

You sure can! If you’re looking for a plan member for your clients, we’d love to help. Check out Referring a client? for more details. You’ll also find loads of useful information to share with your clients and networks.

Payment FAQs

An invoice can be short paid for a number of reasons. The most common are:

  • The unit price on the invoice is above the NDIS Pricing Arrangements and Price Limits and therefore can not be paid in full. 
  • There are insufficient funds in the participants’ budget. For privacy reasons we are unable to share a participant’s details without their permission. In these instances, we will direct Providers to contact the Participant or their nominee.

In some cases, these short paid invoices will be directed to the NDIS Provider Payments department.

Occasionally, this could be caused by an administrative issue. If you can not solve your issue with any of the above, please contact our Provider Relations Team on 1300 05 78 74.

Yes, you can download a landscape version here or a portrait version here.

We submit claims to the NDIA every business day. Claims are processed in order of receipt, and can be tracked using Provider Toolkit. 

 

Provider Toolkit has a great feature that lets you see the status of your NDIS participant’s invoices with us.  Using your individual business’ link to the Provider Toolkit, you will be able to access Invoice Search. Here you can see where a particular invoice is in the processing, claiming and payment pipeline for any of your clients who are plan managed members with us. 

It’s available 24/7 and so easy to use. Contact our Provider Relations Team on 1300 05 78 74 for your unique URL to access your Provider Toolkit.