What To Do if a Provider Says the Plan Manager Hasn’t Paid Them
Empowrd • July 7, 2025
If you’re part of the NDIS, either as a participant or a provider, you might sometimes hear:
“I haven’t been paid yet by the plan manager.”
It’s a common source of stress and confusion. Let’s clarify how NDIS payments work — and what steps both providers and participants should take if payment hasn’t come through.
How Plan Managers Process Invoices
Here’s what happens after a provider sends an invoice:
Invoice Review (Approx. 48 hours)
The plan manager checks:
- Is the invoice typed and legible?
- Are all required details included (dates, codes, rates)?
- Does the service align with the participant’s NDIS plan?
Claim Lodged with the NDIA
If the invoice is compliant, the plan manager submits a claim to the NDIA.
NDIA Releases Funds (Approx. 5 Working Days)
The NDIA processes the claim and releases funds to the plan manager.
Plan Manager Pays the Provider
Once funds are received, the plan manager pays the provider.
Typical NDIS Payment Timeline
| Step | Timeframe |
|---|---|
| Provider submits invoice | Day 0 |
| Plan manager reviews the invoice | Day 0–2 |
| NDIA processes the claim | Day 3–7 |
| Funds released to the plan manager | Day 7–8 |
| Provider paid | As soon as funds clear |
Note: If an invoice is rejected and needs corrections, the timeline resets.
Why Payments Get Delayed
When a provider hasn’t been paid, it’s usually because of one of these issues with the NDIS invoice:
- Missing required details (e.g. ABN, NDIS number, dates of service)
- Incorrect support item codes
- Handwritten or illegible invoices
- The support claimed isn’t included in the participant’s plan
- The invoice hasn’t actually been submitted yet
Important: If an invoice is rejected, the clock resets. Payment timeframes start again from the date a corrected, compliant invoice is resubmitted.
Common Invoicing Mistakes to Avoid
Providers can avoid delays by double-checking for these frequent errors:
- Submitting handwritten invoices instead of typed ones
- Missing the participant’s NDIS number
- Using the wrong support item codes
- Claiming services not listed in the participant’s plan
- Omitting GST status or ABN
- Sending invoices to the wrong plan manager
What Providers Should Do
If you’re a provider waiting for payment:
- Check your email. Look for a non-compliant notice from the plan manager. This might come from a “do not reply” email address.
- Review your invoice. Confirm it includes:
- Business name and ABN
- Participant’s name and NDIS number
- Dates of service
- Support codes and descriptions
- Hours and rates
- Total amount
- Fix and resubmit promptly. Once corrected, resubmit the invoice so the plan manager can lodge it with the NDIA.
Contact the NDIS if needed. Providers can call 1300 311 675 for assistance.
What Participants Should Do
Participants can help resolve the situation:
- Ask your provider:
- Did they receive a rejection email about their invoice?
- Have they fixed and resubmitted it?
- Check with your plan manager:
- Has the compliant invoice been received?
- Has it been submitted to the NDIA?
- Understand the timeline:
- Payments can’t be made until the NDIA approves the claim and the plan manager receives the funds.
- Contact the NDIA if needed.
- Participants can call 1800 800 110 or use WebChat for help liaising with providers.
Plan Managers Don’t “Hold Up” Funds
It’s a common myth that plan managers simply hold onto money. In reality:
- Plan managers don’t have participant funds upfront.
- They must wait for the NDIA to approve and release funds before paying providers.
- They cannot pay non-compliant invoices.
Frequently Asked Questions
Does the plan manager have my funds already?
No. Plan managers must submit a claim to the NDIA. Funds are only released after NDIA approval.
Can plan managers pay providers faster?
No. They have no control over how quickly the NDIA releases funds.
Who can I contact if my invoice keeps getting rejected?
Providers: Call the NDIS on 1300 311 675.
Participants: Call NDIA on
1800 800 110 or use WebChat.
Will Empowrd help fix my invoice for free?
No. Due to NDIS funding changes, plan managers like Empowrd can no longer provide free support for fixing providers’ invoice errors. Providers are responsible for correcting and resubmitting non-compliant invoices.
How to Avoid This Problem
The best ways to avoid delays include:
- Using a compliant invoice template
- Checking support codes carefully
- Submitting typed, complete invoices
- Responding quickly if notified of non-compliance
Pro Tip: Empowrd offers professional invoice templates and guides to help providers avoid errors and get paid faster.
The Bottom Line
If a provider says they haven’t been paid, it’s usually because their invoice was incomplete, incorrect, or non-compliant.
Providers should identify the issue and fix it promptly. Getting invoices right the first time ensures faster payments, smoother services, and less stress for everyone involved.
Need help understanding NDIS invoicing or creating compliant invoices?
Empowrd offers consulting services and professional templates to help you stay on track, avoid delays, and get paid faster.
NDIS Plan Management and Support Coordination
At Empowrd, we are here to make your life easier. Based in Port Lincoln on the Eyre Peninsula, we offer a personal, accessible and holistic approach to NDIS Plan Management and Support Coordination.
We provide Plan Management services across Australia, assisting with financial administration, and offer Support Coordination to participants in Port Lincoln and Eyre Peninsula, connecting them with the right supports and providers. Our goal is to ensure your NDIS plan works for you, so you can focus on achieving your goals and doing what you love.
Want to Become a Support Worker?
Our Independent Support Workers Education Portal provides everything you need to navigate the NDIS, find work, and confidently offer services as an Independent Support Worker. For just $65, you will gain access to comprehensive guides, essential resources, and ready-to-use templates to streamline your work.
Inside, you will find:
- A clear breakdown of how the NDIS works
- Tips for finding jobs and delivering services
- Step-by-step guidance on invoicing and support planning
- Ready-to-edit templates for quotes, service agreements, invoices, and case notes
Need just the templates? You can also purchase them separately as standalone resources.
I hope you enjoy reading this blog post.
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