Accounts & finances · Article 2 of 4

Configuring monthly fees for a customer

Before Navigator can charge a monthly fee for a participant, the fee amount and start date need to be set on the customer's profile. This article covers how.

4 min read Last updated April 2026

Setting the fee amount

  1. Open the customer's profile.
  2. Click Edit.
  3. Find the Monthly fee field and enter the amount.
  4. Save.

The amount should reflect your organisation's agreed rate. Navigator won't charge more than the NDIS price cap for the participant's service region — if your entered amount exceeds the cap, the system limits the charge to the cap.

Setting the monthly fee start date

The start date tells Navigator when to begin charging. If it's not set, no fees will be charged — even if the amount is configured.

  1. Open the customer's profile.
  2. Click Edit.
  3. Find the Monthly fee start date field and enter the date.
  4. Save.

The start date is typically when your organisation began managing the plan — often the date the service agreement was signed or onboarding completed.

Fees are not backdated Once set, the start date controls when the first fee is calculated. Fees will not be backdated before the start date, and changing the start date affects the billing cycle going forward.

Account-level settings that affect monthly fees

SettingWhat it does
Monthly feesMaster switch. When disabled, no fees are charged for any customer.
Partial monthly feesWhen on, Navigator charges a partial fee (minimum $10) if the budget doesn't have enough for the full amount. Off = fee is skipped entirely if insufficient.

If you need to change either, speak to your administrator.

Changing the fee amount

  1. Open the customer's profile and click Edit.
  2. Update the Monthly fee with the new amount.
  3. Save.

The new amount takes effect from the next billing cycle. Previously charged fees aren't affected.

Common issue: fee not running

If a fee isn't being charged, check:

CheckWhat to look for
Fee start dateIs it set? If blank, the fee will never run.
Fee amountGreater than $0? If zero or blank, no fee.
Account settingIs the monthly fees account setting enabled?
Active support planDoes the customer have an active plan for the billing period?
Improved Life Choices budgetAny remaining? If zero and partial fees disabled, skipped.
Partial fees minimumIf partial fees on but remaining budget is under $10, skipped.