To reduce errors or delays in payments here are some tips to follow when submitting invoices or reimbursements.
Tips for submitting invoices
1. Make sure you only invoice for approved NDIS supports
When you submit an invoice to be paid using NDIS funding you need to make sure that the invoice only includes items listed as approved NDIS supports. This is important to avoid non-compliant claims.
There are three support lists to be aware of:
- Approved supports that can be funded by the NDIS
- Items that cannot be funded by the NDIS
- A replacement support list, which allows for substitutions in certain cases
View the NDIS support lists here.
This relates to a recent NDIS legislation change that states that from 3 October 2024, participants can only use their NDIS funds for items listed as approved NDIS supports. Read more here.
2. Preparing your invoice
To avoid delays with processing invoices, ensure every invoice includes the essential information and can be easily read by our system.
Providers should make sure invoices include the following information:
- NDIS Provider business name and ABN
- Business address
- Billing contact details – name, phone number and email address
- A unique invoice number
- Invoice date
- NDIS participant name
- NDIS number
- Support start and end dates, or service date
- Details of the NDIS services provided or the NDIS code
- Bank details for payment
You can use the MyIntegra invoice template to ensure your invoice can be easily read by our payment system.
3. Submitting your invoice for payment
- For fastest payment times participant/nominees or providers can submit invoices directly through the MyIntegra portal (Click here to learn more)
- Or email invoices to [email protected].
Tips for submitting reimbursements for payment
When submitting reimbursements, it’s important to remember to supply proof of payment.
Proof of payment could include a receipt or tax invoice with a copy of the bank transaction.
If appropriate proof of payment is not provided it will result in delays in processing and payment.
Participants and nominees can create and submit a reimbursement request through the MyIntegra Portal by following these steps:
- Login to the MyIntegra portal
- Click ‘My Money’ and ‘My Reimbursements’ from the dropdown
- Click ‘Create a New Reimbursement’
- Select whether to pay the participant or nominee and enter the total amount
- Attach your invoice and proof of payment and save.
To submit multiple reimbursements at once just attach as many invoices as needed and save.
Alternatively Participants and Nominees or Support Coordinators can submit reimbursements by emailing [email protected].
Please include the word ‘reimbursement’ in the subject or body of the email.
Invoice/reimbursement payment process
Below is a breakdown of our payment process, which outlines each step that is undertaken from receiving an invoice or reimbursement to the final payment to the service provider, or participant/nominee.
1. Invoice Submitted: Invoices can be either electronically sent to us via email to [email protected] or directly submitted through our online portal.
2. Invoice Data Capture: Emailed invoices are scanned using optical character recognition (OCR) technology to extract the relevant data and are inputted into our payment system. By using the MyIntegra invoice template this ensures your invoices can be easily read and quickly inputted into our payment system. Invoices submitted through the portal are automatically entered into the payment system.
3. Invoice Validation: Each invoice is subjected to a thorough validation process to ensure compliance with MyIntegra’s policies and the National Disability Insurance Scheme (NDIS) regulations. Factors such as availability of funds are checked during this step. Invoices failing to meet the requirements, that cannot be rectified in-house, prompt a notification to the service provider, urging them to resolve the issue (e.g., by providing a corrected invoice or additional documentation). The Participant/Nominee or Support Coordinator may also be contacted to assist in resolving any issues.
4. Participant Approval: Invoices need to be approved by participants before we can proceed with processing. Participants can choose to either set up standing approval for invoices from some or all providers or manually approve invoices. This step ensures compliance with the participant’s preferences and control over their funds.
5. Claiming Funds from NDIA: Approved invoices are grouped into batches twice a day and submitted to the National Disability Insurance Agency (NDIA) for fund reimbursement.
6. NDIA Review and Decision: The NDIA reviews each claim to determine its validity for payment. Rejected claims result in a notification to the service provider and/or the participant/nominee, if our internal review is unable to resolve the issue without their intervention. The NDIA might also place certain payments on hold and request further evidence or information before making a final decision. This step can potentially delay the outcome by up to a month. Both providers and participants are updated if their claim is put on hold by the NDIA.
7. Provider Payment: MyIntegra makes payments to providers promptly after receiving the funds from the NDIS, usually in 1 business day.
8. Issuing Remittance Notices: On the day payment is made to a service provider or the participant/nominee, MyIntegra issues a remittance notice to confirm the transaction.
At MyIntegra we’ve invested in technology and streamlined our systems to ensure invoices are processed and submitted to the NDIA as quickly as possible. By following these tips, you can minimise the likelihood of delays in payments. However, its important to note that in light of recent changes, the NDIA are checking all payments more closely to ensure compliance and this may extend the NDIA review and decision step in the process beyond the usual timeframes.
Want to know more about invoicing and reimbursements?
If you or your participant have any questions about invoicing or reimbursements, feel free to call us at 1800 696 347, chat with us online, or send an email. We’re here to support you through every step.
