What actually happens when an invoice arrives.
Here is a single invoice, followed all the way through. Watch the checks run, watch a flag get raised — and then watch where the software stops and a person takes over.
This is an illustrative example with made-up figures. No real participant or provider is shown.
- Step 1
An invoice arrives
A provider emails an invoice for $1,240 of support coordination, dated last fortnight. In an ordinary system it would join a queue and get paid. Here, it pauses for a look first.
- Step 2
Price checked against the NDIS limits
The hourly rate is compared against the current NDIS price limit for that support item. It sits just under the cap — allowed, but on the high side. Noted, not blocked.
- Step 3
Provider identity verified
The ABN on the invoice is matched against public business records and the provider we have on file. It matches. Good.
- Step 4
Checked for duplicates
The service dates and amount are compared with everything paid recently. No exact duplicate — but a similar amount was billed 11 days ago for overlapping dates. Worth a closer look.
- Step 5
Bank details compared to last time
The account the invoice asks us to pay is different from the one we paid this provider last month. That single change is the most common sign of a payment-redirection scam.
Payment paused. Flag raised.
On its own, each signal was small. Together — a rate on the high side, an overlapping bill 11 days ago, and brand-new bank details — they are enough to stop and ask. The invoice is held. Nothing is paid to the new account until this is resolved.
What it could not determine
- Whether the support was genuinely delivered — only the participant knows that.
- Whether the new bank details are an innocent change or a scam — it can only see that they changed.
- Whether the overlapping dates are a mistake, a legitimate top-up, or double billing.
The system is honest about its blind spots. It raises the question. It does not pretend to know the answer.
The decision stays human
- A team member calls the provider on a known, trusted number — not one from the invoice.
- They confirm the bank change and check the overlapping dates with the participant.
- If it checks out, the invoice is paid. If it does not, it is stopped and you are told.
No machine approves or rejects a flag like this on its own. A person makes the call — every time.
That check runs on every invoice.
Quietly, in the background, before anyone is paid. You only hear about it when it matters.