Common Reasons an Invoice May Be Queried

When your client is plan managed, your plan manager (MyMoney) checks every invoice against the participant's plan before claiming the funds from the NDIA — and the NDIA may also review claims. Either may query an invoice to confirm that the services provided meet the scheme's requirements and match the participant's plan. Here are the most common reasons an invoice gets queried:

1. Service Details Do Not Match the Plan

If the invoice includes services or supports that are not listed in the participant's current plan, it may be queried. It's important that the services billed align with what has been approved in the plan.

2. Incorrect or Missing Information

• Service dates don't match the service period in the invoice.

• Support item numbers or descriptions are incorrect or incomplete.

• Provider details, such as business name or ABN, are missing or incorrect.

Accurate and complete information helps prevent delays or questions about your invoice.

3. Services Exceeding Price Limits

The NDIS sets maximum prices for supports and services in the NDIS Pricing Arrangements and Price Limits. If an invoice charges above these limits, it may be flagged for review. Always ensure your invoices reflect the correct price limits for each item.

4. Service Not Supported by Evidence

An invoice may be queried if there's insufficient evidence that the supports were delivered, such as signed session notes or progress reports. Keep good records to support your invoicing.

5. Duplicate Invoices or Payments

If the same invoice or payment appears more than once, it will be queried to prevent errors or misuse of funds.

By understanding these common reasons, providers can help ensure their invoices are clear, accurate, and compliant. This not only speeds up payment but also builds trust with your plan manager, the NDIA and participants.