Communications · Email template library
An optional library of 203 email templates your team can load into Navigator. Organised by workflow, designed for easy browsing, search, and copy-paste.
203 templatesOnboarding, PACE endorsement, check-ins, and general participant communications.
Hi {client/representative},
This is a courtesy email to let you know that your Core Supports budget is below 10%.
Please don't hesitate to contact a member of our team if you have any questions regarding your funding.
Best regards,
Hi {client/representative},
This is a courtesy email to let you know that your Core Supports budget is below 20%.
Please don't hesitate to contact a member of our team if you have any questions regarding your funding.
Best regards,
Hi {client/representative},
This is a courtesy email to let you know that your Core Supports budget is below 50%.
Please don't hesitate to contact a member of our team if you have any questions regarding your funding.
Best regards,
Hi {client/representative},
This is a courtesy email to let you know that your Improved Daily Living (therapy) budget is below 10%.
Please don't hesitate to contact a member of our team if you have any questions regarding your funding.
Best regards,
Hi {client/representative},
This is a courtesy email to let you know that your Improved Daily Living (therapy) budget is below 20%.
Please don't hesitate to contact a member of our team if you have any questions regarding your funding.
Best regards,
Hi {client/representative},
This is a courtesy email to let you know that your Improved Daily Living (therapy) budget is below 50%.
Please don't hesitate to contact a member of our team if you have any questions regarding your funding.
Best regards,
Hi {client/representative},
This is a courtesy email to let you know that your XXXXXX budget is below 10%.
Please don't hesitate to contact a member of our team if you have any questions regarding your funding.
Best regards,
Hi {client/representative},
This is a courtesy email to let you know that your XXXXXX budget is below 20%.
Please don't hesitate to contact a member of our team if you have any questions regarding your funding.
Best regards,
Hi {client/representative},
This is a courtesy email to let you know that your XXXXXX budget is below 50%.
Please don't hesitate to contact a member of our team if you have any questions regarding your funding.
Best regards,
Hi {client},
Thank you for emailing through your invoice for payment.
We are unable to make payment on this invoice as there is currently insufficient funds available in the related NDIS plan.
If the funds are not adequate for your current needs, an NDIS Plan Reassessment may be an option through undertaking a Change in Circumstance to review the NDIS plan. If you would like further information about undertaking a ‘Change in Circumstance’, please contact the NDIS directly as they are best equipped to answer your query on 1800 800 110
Links in this email:
Best regards,
Hi {supplier},
Thanks for sending through your invoice.
We are currently unable to make payment on this invoice as there are insufficient funds available in the current NDIS funding period.
Why This Happens
Some NDIS plans are set up with funding periods. This means the participant’s funding is split across the year, and only the amount in the current period can be used. Providers need to make sure supports are delivered within the available funds for that period. If services go over, there’s a risk the NDIS won’t cover the extra costs.
For more detail on how funding periods work, see this helpful NDIS article on NDIS Funding Periods↗
URL: https://www.ndis.gov.au/news/10721-changes-ndis-funding-periods↗
Next Steps
For specific questions about the available funding period budgets, the participant or their Support Coordinator is the best person to contact. Due to privacy reasons, we can’t discuss participant details directly.
We know funding periods can be tricky to navigate. Our role is to make sure everything lines up with NDIS rules, so participants’ budgets are protected. If you have any concerns about the claim process itself, feel free to reply to this email.
Best regards,
Hi {NDIS Contact},
Thank you for contacting us, I can confirm we provide this support to participant's in the following ways:
Please do not hesitate to contact us if you require further information.
Best regards,
Hi {client/representative},
Thank you for your email.
I can confirm that as of today, there is currently {sufficient, insufficient} funding in the NDIS plan to fund this support.
It's important to note that we are only able to provide a balance based off the invoices we have received for processing. This does not take into account invoices which have not be received.
Best regards,
Dear {Client/Nominee},
Thank you for your email advising the completion of NDIS services.
All outstanding claims will be finalised for services until {dd/mm/yy} and we will be in touch if any additional information is required for processing.
On behalf of our team, we would like to express our heartfelt gratitude for the opportunity to support you on your NDIS journey. It has been a privilege to be part of your support network, and we appreciate the trust you placed in us.
Wishing you all the best for the future.
Best regards,
Dear {Nominee},
Please accept our sincere condolences on the passing of {client name}. Our thoughts are with you and your family during this difficult time.
We will ensure all supports are finalised. We are here if you ever need to access any historic information. A genuine thank you for using our services.
Please take good care of yourself,
Best Regards,
Dear {Nominee or Client’s Name},
Thank you for your email advising that you would like to cease plan management services with us. We are sorry to see you go but fully respect and understand your decision.
To ensure a seamless transition to your new plan manager, we will end your funding bookings with us on [DD/MM/YYYY – typically 3 business days time or longer if client requests]. To give you time to submit any final invoices to us, please advise your providers to send their invoices to the new plan manager starting from DD/MM/YYYY.
PACE Plan? Next Steps
If the plan is PACE managed, you will need to contact the NDIS to advise the date of the new Endorsement and provider the new plan managers details.
On behalf of our team, we want to express our heartfelt gratitude for the time and opportunity to support you on your NDIS journey. It has been a privilege to be part of your support network, and we appreciate the trust you placed in us.
If you have any feedback on how we can improve our services, please feel free to share. We are committed to continuous improvement and would welcome your comments.
Wishing you all the best for the future.
Best regards,
Hi {client/representative},
just letting you know, your new NDIS plan is now available.
We've received confirmation, and it's all set for you and your services can continue as per usual. We understand that reviewing a new plan can sometimes be overwhelming. We're here to help you understand every aspect of it. We’re here if you have any questions.
Spending In Line With Your Plan
As a NDIS Plan Manager, the NDIA require us to support you to spend in-line with your plan. To ensure we have the information to ensure you do not misuse your funds, could you kindly forward us a planner breakdown of the funds or a copy of the plan so that we may keep it on file so we can support you to make spending decisions. Providing us with the ‘planner breakdown’ is essential for us to be confident in processing your claims. Want to learn more how to access a copy of your NDIS plan? Visit, Kismet Healthcare.
Funding Periods
NDIS funding provides a total budget for a participant's plan. NDIS plans now include funding periods (e.g. quarterly) to help manage the budget, but the funding ultimately covers the entire plan's duration. Any funds which are not utilised in one funding period will role over to the following funding period if this is included in the same plan date.
If you have any questions or would like to discuss your plan further, please don't hesitate to reach out.
We're always happy to help.
Links in this email:
Best regards,
Hi {client/representative},
We just wanted to let you know that your NDIS plan has been successfully extended! This means you can continue to access your vital supports and services without interruption.
We understand how important continuity is, and we're here to ensure a smooth transition. You can now rest assured that your funding is now available for your use and live balances can be viewed in your dashboard.
Accessing the Kismet Portal
You can easily download the Kismet Healthcare app on your device or access via a web-browser
We're committed to providing you with the best possible plan management experience. If you have any questions or would like to discuss your plan further, please don't hesitate to reach out. We're always happy to help.
Thank you for trusting us with your plan management.
We look forward to continuing to support you on your NDIS journey.
Links in this email:
Best regards,
Hi {client/representative},
We just wanted to let you know that the NDIS have varied the current plan budget. This means you can continue to access vital supports and services without interruption, however some funding amounts have changed.
You can now access the new live balances in your portal via your browser or app.
Accessing the Kismet Portal
You can easily download the Kismet Navigator app on your device or access via a web-browser
We're committed to providing you with the best possible plan management experience. If you have any questions or would like to discuss the plan further, please don't hesitate to reach out.
We're always happy to help.
Best regards,
Dear {Client/Support Coordinator},
I hope this email finds you well.
We're excited to introduce you to the Kismet app and web-based portal, a valuable tool designed to help you manage your NDIS journey. The portal allows you to manage an active NDIS plan and search for service providers. Our goal is to make your experience with Kismet Healthcare as seamless and supportive as possible.
Accessing the Kismet Portal
You can easily download the Kismet app on your device or access via a web-browser
Getting started | Logging into the Kismet Navigator Portal (App) Logging into the Kismet Navigator Portal (Web-browser) Getting Started: - (Kismet Web Dashboard Training Video) |
Using Your Dashboard | |
Troubleshooting | |
Portal Basics | Contacts Budgets
Invoices |
Support and Further Information
Should you have any questions or require assistance while using the Kismet Healthcare app, we’re here to help!
For Help
Links in this email:
Best regards,
Hello ___
Wow, time flies! It’s already been two months since you engaged our Plan Management to manage your NDIS funding.
We have noticed that we haven't yet received any invoices to process, and am reaching out to support you with some extra resources that may be helpful.
We understand there can be many reasons for not yet connecting with supports, including difficulty finding suitable providers, sitting on lengthy wait lists or perhaps even being unsure what your NDIS plan can be used for.
Below are some links that may help you to understand the funding in your plan, the costs of these supports, and finding local providers.
Support Categories
NDIS funding is made up of support categories. Each support category/budget can be utilised to access different support types. The NDIS determine what support categories are funded to each participant at either your first NDIS planning meeting, or at review.
Following is some links to the NDIS website where you can find information that may assist you to understand what support categories are funded in your plan: Support Categories in your plan
NDIS Pricing Arrangements and Price Limits
The NDIS Pricing Arrangements and Price Limits document can be found here.
This document sets out the general rules and price limits that apply to many services for plan managed participants. This document is generally updated once a year
Sourcing and Engaging with Providers
As your NDIS funding is plan managed, you are not limited to accessing NDIS registered providers. You may also choose to use online platforms like Kismet to find local providers.
Add a provider type, your postcode to view a list of providers in your area, or select “Send Match Request” to fill in a short form and Skip the search. Get matched.
Events
Looking to connect with service providers in person?
Ready-Set-Connect is a signature speed-networking event. It connects local and national NDIS (National Disability Insurance Scheme) service providers with the community. Events are free for attendees and you’ll meet each provider. This makes it easy to learn about local services, products, and supports. In just over two hours, you can ask questions, build new relationships, and find the services you need. View our upcoming events here.
I hope that you have found this information useful. If you have any questions about your NDIS funding or our processes, please feel free to get in touch.
Hello _____
Wow, time flies! It’s already been two months since you engaged with our Plan Management team to manage your NDIS funding.
It is great to see that you have started to utilise your plan and are already accessing funded supports.
While it seems the wheels are in motion, the following information may still be useful.
We have compiled some resources for you that may help you to understand the funding in your plan and how it can be used, the costs of these supports and finding local providers
Support Categories
NDIS funding is made up of support categories. Each support category/budget can be utilised to access different support types. The NDIS determine what support categories are funded to each participant at either your first NDIS planning meeting, or at review.
Following is some links to the NDIS website where you can find information that may assist you to understand what support categories are funded in your plan: Support Categories in your plan
NDIS Pricing Arrangements and Price Limits
The NDIS Pricing Arrangements and Price Limits document can be found here.
This document sets out the general rules and price limits that apply to many services for plan managed participants. This document is generally updated once a year
Sourcing and Engaging Providers
As your NDIS funding is plan managed, you are not limited to accessing NDIS registered providers. You may also choose to use online platforms like Kismet to find local providers.
Add a provider type, your postcode to view a list of providers in your area. Or select “Send Match Request” to fill in a short form and skip the search. Just get matched with providers who have capacity.
Events:
Looking to connect with service providers in person?
Ready-Set-Connect is a signature speed-networking event. It connects local and national NDIS (National Disability Insurance Scheme) service providers with the community. Events are free for attendees and you’ll meet each provider. This makes it easy to learn about local services, products, and supports. In just over two hours, you can ask questions, build new relationships, and find the services you need. View our upcoming events here.
We hope that you have found this information useful. If you have any questions about your NDIS funding or our processes, please feel free to get in touch with our team.
Hi {client/representative},
As a NDIS Plan Manager, we have access to the plan dates and total funding for each category, however the NDIA do not provide us with a copy of the NDIS Plan due to privacy reasons. Participants, nominee’s and authorised representatives can access this information through:
MyPlace Portal
Contacting the NDIS
Contacting the My NDIS Contact
If you do receive a copy of the plan, we’d appreciate you sharing this with us as it assists us to support spending is within the current plan boundaries. Without this information, the processing of supports is much more limited.
We hope this information is helpful! Please don't hesitate to contact the NDIS directly if you have any further questions. They are your best point of contact for specific inquiries regarding your plan access.
Links in this email:
Best regards,
Hi {name},
Thanks for sending those through – a copy has been saved on file.
You can now access {PT name}'s funding details in the portal by logging in to www.kismet.healthcare/login and enter your registered email address {email address}.
After this, you will receive a 6-digit code in your email address to enter into the portal to be able to login. No password needed.
Please note that budget information is found in the Dashboard menu section (Previously found under Contacts).
We're also excited to introduce you to the Kismet Navigator app – A helpful tool to view funding and monitor invoices on the go!
Some helpful guides to get you started:
- How to view Budgets – Web & App
- How to view Invoices – Web
- How to view Invoices - App
Please reach out if you have any questions or need assistance with any of the above.
Best regards,
Hi {Name},
A warm welcome from the team at {Organisation name}!
We truly appreciate the trust you've placed in us to handle the financial aspects of [your OR Client’s Name] NDIS plan. Confirming our setup is now complete and we are ready to support you.
Delete if not relevant: << If you could please send a copy of your plan to us via email for our records that would be very helpful.>>
Here’s a quick guide to help you get started and more detailed information attached:
Once again, thank you for choosing {Organisation name}.
If there's anything else you need assistance with, please don't hesitate to get in touch.
Best Regards,
Hi {nominee/client},
I hope you are having a good day.
We have received notification of endorsement in PACE, and I can see that there is an endorsement for us, however, the endorsement has been done in error by the NDIS and as a result, we are not able to view the details or access the funding information to manage the NDIS plan.
The Issue
The Endorsement is showing that we are endorsed as a ‘Provider’ which is correct. We are however missing the additional endorsement as a ‘Plan Manager’. This allows us access to the funding to process claims.
Next Steps
Could you please contact the NDIS and ask that they amend the endorsement? It’s important to note that the endorsement should be from the plan start date to ensure we can process all claims in the plan.
From our experience, we have found when this error has happened, the NDIS will often need to end our existing endorsement and add it again. Once this has been amended, we will be able to continue to process invoices from your providers.
NDIS Endorsement Details: {Organisation name}
Contacting NDIS
Sample Script
We've written a sample script below to help your call.
************
Hi there,
My name is [your name] and I am a [participant / plan nominee] in the NDIS. The NDIS number for my call is [NDIS number].
The NDIS plan is a PACE plan. The Plan Manager is experiencing an issue from their end that shows they are only endorsed as a ‘Provider’. They said they need to be endorsed as a ‘Provider’ and a ‘Plan Manager’ to process claims. They also said they have had experience when dealing with this issue previously, that by the NDIS ending the existing endorsement and add it again will often resolve the issue.
Could you please endorse {Organisation name} Pt Ltd
Their Provider registration number is 4050094734 and ABN {organisation ABN}
************
Please let us know once you believe we have been endorsed, we can then check to confirm if the process has been successful.
The NDIS will also be able to talk you through this process. You call them on 1800 800 110 as they are best to support you in this process. Alternatively, we’re also here to help.
Best regards,
Hi {nominee/client},
I hope you are having a good day.
We have received notification of endorsement in PACE which indicates we are no longer the Endorsed Plan Manager.
The Issue
An Endorsement as a Plan Manager is required to allow us access to the funding to process claims. Therefore, we are unable to pay providers. {Currently we are able to process claims until dd/mm/yy or Currently we cannot process any claims, including historical dates we were previously endorsed}.
Next Steps
If this has been done in error, could you please contact the NDIS and ask that they re-endorse us so we can continue to process claims? It’s important to note that the endorsement should be from the plan start date to ensure we can process all claims in the plan. Once this has been amended, we will be able to continue to process invoices from your providers.
If the change of endorsement was due to deciding to change plan manager or another reason for exiting, we’d really appreciate confirmation so we can conclude supports as seamlessly as possible.
NDIS Endorsement Details: {Organisation name}
Contacting NDIS
Sample Script
We've written a sample script below to help your call.
************
Hi there,
My name is [your name] and I am a [participant / plan nominee] in the NDIS.
The NDIS number for my call is [NDIS number].
The NDIS plan is a PACE plan. The Plan Manager is experiencing an issue from their end that shows they are only endorsed as a ‘Provider’. They said they need to be endorsed as a ‘Provider’ and a ‘Plan Manager’ to process claims. They also said they have had experience when dealing with this issue previously, that by the NDIS ending the existing endorsement and add it again will often resolve the issue.
Could you please endorse {Organisation legal name}
Their provider registration number is 4050094734 and ABN {organisation ABN}
************
Please let us know once you believe we have been endorsed, we can then check to confirm if the process has been successful.
The NDIS will also be able to talk you through this process. You call them on 1800 800 110 as they are best to support you in this process. Alternatively, we’re also here to help.
Best regards,
Hi {nominee/client},
I hope you are having a good day.
You are receiving this email as we’re experiencing a NDIS PACE error which restricts us from being able to access the NDIS plan and process claims.
The Real Issue
The issue appears to be a system error related to NDIS.
The Error includes:
Next Steps
Could you please contact the NDIS and request they review the Endorsement and identify the issue experienced with the plan.
Contacting NDIS
N.B. The NDIS may suggest that they end the Endorsement and re-add to rectify the issue. If they do this, we would highly recommend they apply the Endorsement from the start of the NDIS plan, otherwise we may not be able to process some claims.
NDIS Endorsement Details: {Organisation name}
Please let us know once you believe we have been endorsed, we can then check to confirm if the process has been successful.
The NDIS will also be able to talk you through this process. You call them on 1800 800 110 as they are best to support you in this process. Alternatively, we’re also here to help.
Best regards,
Hi {Name}
Thank you for entrusting {Organisation name} with the financial management of your NDIS Plan.
The next step in this process is for us to be endorsed by the NDIS in their business system, PACE. Without endorsement a plan manager is not able to access your funding to make the required service bookings to pay invoices on your behalf.
This means you'll need to inform the NDIS about who your plan manager is. You can do this by calling the NDIS on 1800 800 110, or emailing or ringing your Local Area Coordinator (LAC)/NDIS Planner if you have their contact details.
We’ve prepared a simple script to assist you during your call as we know how daunting the NDIS terminology can be when you are starting out.
Call Script for Endorsing your Plan Manager
Helpful Tips
Should you have any queries or need further assistance, feel free to call us. If you have a Support Coordinator, they can assist you with this process but unfortunately, they are not able to ring for you.
Once this step is completed, we can begin service and send you further information to share with your providers around where to send invoices etc for payment.
Please reach out if you need any further support.
Best regards,
Hi {nominee/client},
I hope you are having a good day.
You are receiving this email as we’ve received notice that the NDIS plan has ended, however there is no new plan connected in our system. We require access to a plan to process claims.
Potential Issues
Potentially the plan has ended due to ‘graduating’ NDIS. If this is the case, please let us know so we can finalise all supports.
The other option is that the plan may now be ‘PACE’ managed which is the NDIS system which replaced their previous platform which enables us to process claims. For us to have access to a PACE plan, we required NDIS Endorsement.
NDIS Endorsement & Next Steps
Could you please contact the NDIS and request they add us as the ‘Endorsed’ plan manager. Please note, it’s important to know that the endorsement should be from the plan start date to ensure we can process all claims in the plan.
NDIS Endorsement Details: {Organisation name}
Contacting NDIS
Sample Script
We've written a sample script below to help your call.
**************
Hi There,
My name is [your name] and I am a [participant / plan nominee] in the NDIS. The NDIS number for my call is [NDIS number].
The NDIS plan is a PACE plan. Could you please endorse {Organisation legal name}
Their provider registration number is 4050094734 and ABN {organisation ABN}
Can you please make sure the endorsement is made from the start of the NDIS plan.
**************
Please let us know once you believe we have been endorsed, we can then check to confirm if the process has been successful.
The NDIS will also be able to talk you through this process. You call them on 1800 800 110 as they are best to support you in this process. Alternatively, we’re also here to help.
Best regards,
Hi {nominee/client},
I hope you are having a good day.
We have received notification of endorsement in PACE which indicates we are no longer the Endorsed Plan Manager as we do not have consent.
The Issue
The NDIS system is showing we no longer have consent as an Endorsement Plan Manager. This is required to allow us access to the funding to process claims. Therefore, we are unable to pay providers.
Next Steps
If this has been done in error, could you please contact the NDIS and ask that they re-endorse us so we can continue to process claims? It’s important to note that the endorsement should be from the plan start date to ensure we can process all claims in the plan. Once this has been amended, we will be able to continue to process invoices from your providers.
If the change of endorsement was due to deciding to change plan manager or another reason for exiting, we’d really appreciate confirmation so we can conclude supports as seamlessly as possible.
NDIS Endorsement Details: {Organisation name}
Contacting NDIS
Sample Script
We've written a sample script below to help your call.
************
Hi there,
My name is [your name] and I am a [participant / plan nominee] in the NDIS.
The NDIS number for my call is [NDIS number].
The NDIS plan is a PACE plan. The Plan Manager is experiencing an issue from their end that shows they are only endorsed as a ‘Provider’. They said they need to be endorsed as a ‘Provider’ and a ‘Plan Manager’ to process claims. They also said they have had experience when dealing with this issue previously, that by the NDIS ending the existing endorsement and add it again will often resolve the issue.
Could you please endorse {Organisation legal name}
Their provider registration number is 4050094734 and ABN {organisation ABN}.
************
Please let us know once you believe we have been endorsed, we can then check to confirm if the process has been successful.
The NDIS will also be able to talk you through this process. You call them on 1800 800 110 as they are best to support you in this process. Alternatively, we’re also here to help.
Best regards,
Hi {nominee/client},
I hope you are having a good day.
You are receiving this email as we’ve received notice that the NDIS plan has ended, however there is no new plan connected in our system. We require access to a plan to process claims.
Potential Issues
The plan may now be ‘PACE’ managed which is the NDIS system which replaced their previous platform which enables us to process claims. For us to have access to a PACE plan, we required NDIS Endorsement.
NDIS Endorsement & Next Steps
Could you please contact the NDIS and request they add us as the ‘Endorsed’ plan manager. Please note, it’s important to know that the endorsement should be from the plan start date to ensure we can process all claims in the plan.
NDIS Endorsement Details: {Organisation name}
Contacting NDIS
Sample Script
We've written a sample script below to help your call.
**************
Hi There,
My name is [your name] and I am a [participant / plan nominee] in the NDIS. The NDIS number for my call is [NDIS number].
The NDIS plan is a PACE plan. Could you please endorse {Organisation legal name}
Their provider registration number is 4050094734 and ABN {organisation ABN}
Can you please make sure the endorsement is made from the start of the NDIS plan.
**************
Please let us know once you believe we have been endorsed, we can then check to confirm if the process has been successful.
The NDIS will also be able to talk you through this process. You call them on 1800 800 110 as they are best to support you in this process. Alternatively, we’re also here to help.
Best regards,
Hi {Name}
Just following up to see if you still required our plan management services?
Please let me know if you have any queries about the endorsement process.
Best regards
Hello,
Thanks for reaching out.
You can access (PT name)'s funding details in the portal by logging in to www.kismet.healthcare/login and enter your registered email address (email address). After this, you will receive a 6-digit code in your email address to enter into the portal to be able to login. No password needed.
Please note that budget information is found in the Dashboard menu section (Previously found under Contacts)
Here is a helpful guide on how to view Budgets
And some more useful information here
Please let me know if you have questions.
Hello,
Thanks for reaching out.
You can access your funding details in the portal by logging in to www.kismet.healthcare/login and enter your registered email address (email address). After this, you will receive a 6-digit code in your email address to enter into the portal to be able to login. No password needed. You can also download the Kismet app.
Here is a helpful guide on How to create or log in to your Kismet account
Hope this helps. Please let me know if you have questions.
Hello,
Thanks for reaching out.
You can access (PT name)'s funding details in the portal by logging in to www.kismet.healthcare/login and enter your registered email address (email address). After this, you will receive a 6-digit code in your email address to enter into the portal to be able to login. No password needed.
Please note that budget information is found in the Dashboard menu section (Previously found under Contacts)
Here is a helpful guide on how to view Budgets
And some more useful information here
Please let me know if you have questions.
Join Kismet on the last Friday of each month as we bring together Support Coordinators & guest speakers to share insights about topics relevant to the NDIS. Register here for the free webinars.
Dear {Name}
Thank you very much for your feedback and expressing interest in helping develop the Kismet portal further.
We invite you to submit a Product Feedback Form to provide the details of your request and how it will bring more value to the user experience.
The Kismet team regularly collect and review all feedback so the product can be improved
Thank you,
Hi {nominee/client},
We’d love to help manage {participant}’s NDIS plan!
To begin, please fill out our online form here: https://www.kismet.healthcare/onboarding/{organisation-slug}/register
Fill in your details or the participant you are referring and a full registration and consent form will be delivered to your inbox for population and submission. Once you do, we’ll get your details and start setting up your funding.
After we have finalised the setup, you’ll get:
We keep things simple – fast payments, clear updates. Let us know if you have any questions!
Best Regards,
NDIS compliance checks, provider acknowledgements, not-NDIS-funded notices, and evidence requests.
Hi {client/representative},
Let’s get started on your Assistive Technology (AT) quote.
We can see there are enough funds in your AT budget, which is a great start. The item itself has a major modification from what’s in your NDIS plan. Because of this, the NDIS will need to confirm the changes before we can process the claim.
We recommend talking to your 'My NDIS Contact' to get approval. Reply to this email once you have written confirmation from your 'My NDIS Contact' and we’ll be ready to process your request.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {client/nominee},
Thanks for getting in touch. We’re happy to help with your Assistive Technology (AT) request.
Outcome
Good news, there’s enough funding in your AT budget to cover this item. The next step is to provide a short report from a qualified AT Advisor. This helps confirm the item is safe, necessary, and the right fit for you.
Next Steps
Please reply to this email with a copy of the required documentation. The report doesn’t have to be long, it should cover:
An AT Advisor is someone with the skills to recommend the right equipment, like:
Once we have this additional information/report, we’ll be ready to process your request.
Additional Information
Here’s a helpful resource you may find useful:
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {Client/Representative},
We hope you are having a good day.
We have received a claim that is higher than our usual amount. Before we process this claim, we need your approval. This extra step helps make sure all claims are correct and match what you have agreed to.
Claim Details
Provider: {Provider Name}
Amount: ${Amount}
Service Date: {Date}
Service Type: {Service Description}
What You Need to Do
Please look at the claim details above and choose what to do next:
Option 1: Approve the Claim
If the claim is correct, reply to this email "Good to process" and we will take care of the rest.
Option 2: Raise Concerns
If you have any worries or questions about the claim, please tell us. We will talk with you and the provider to make sure the service matches what was given.
Need Help?
If you have questions about this claim or want more details, call and talk to one of our team members or respond to this email.
Best regards,
Hi {client/nominee},
Thank you for your invoice. We’re here to help get this processed quickly for you.
Before we can process your claim, we need to confirm what service was provided. This helps us ensure it's covered by your plan and gives us the right details for NDIS compliance.
Next Steps
Please reply to this email with a short description of the service/s. For example:
We’ll check that it’s in your plan and within pricing limits. After that, we’ll process the claim.
We're Here to Help
We’re here to help. If you have any questions about your service or the process, just get in touch. Our team will gladly guide you through each step.
Best regards,
Hi {Client/Representative},
Thanks for your query. To process your Dietician Services claim, we need to check that the service relates to your disability under the NDIS. Please see the options below and choose what to do next:
Option 1: Quick Approval
Reply to this email with a copy of your NDIS plan showing dietitian support, or written confirmation from your My NDIS contact to confirm the support is in-line with the NDIS plan.
Option 2: Write a Statement
Write a short statement that includes:
Statement example: "Dietitian support is related to my disability and helps me [insert how it helps - e.g., manage safe feeding/maintain nutrition]. My dietitian confirms this is disability-related."
Once you choose an option, respond to this email and we’ll start processing your request. The NDIS may review claims, and this can sometimes lead to repayments.
Need Help?
Call us directly or email our team - we're here to guide you through this process and are committed to making your NDIS experience as smooth as possible.
Best regards,
Hi {client/representative},
Thanks for your query. To process your Exercise Physiology Services claim, we need to check that the service relates to your disability under the NDIS. Please see the options below and choose what to do next:
Option 1: Quick Approval
Reply to this email with a copy of your NDIS plan showing exercise physiology is included or written support from your 'My NDIS Contact' to confirm the support is in-line with the NDIS plan.
Option 2: Write a Statement
Write a short statement that includes:
Statement Example: “Exercise physiology support is related to my disability and helps me [insert benefit]. My exercise physiologist confirms this is disability-related.”
Once we receive which option you'd like to go ahead with, we can get started processing your request.
Need Help?
Call us directly or email our team - we're here to guide you through this process and are committed to making your NDIS experience as smooth as possible.
Best regards,
Hi {client/representative},
Thanks for your query. To process your podiatry claim, we need to check that the service relates to your disability under the NDIS. Please see the options below and choose what to do next:
Option 1: Quick Approval
Reply to this email with a copy of your NDIS plan showing podiatry services, or written support from your 'My NDIS Contact' to confirm the support is in-line with the NDIS plan.
Option 2: Write a Statement
Write a short statement that includes:
Statement Example: "Podiatry support is related to my disability and helps me [insert how it helps - e.g., maintain mobility/prevent foot complications]. My podiatrist confirms this is disability-related."
Once you choose an option, we’ll start processing your request. Please note the NDIS may review claims, and this can sometimes lead to repayments.
Need Help?
Call us directly or email our team - we're here to guide you through this process and are committed to making your NDIS experience as smooth as possible.
Best regards,
Hi {client/nominee},
Thanks for your Assistive Technology (AT) request, we’re ready to get things moving.
Good news, there’s enough funding in your AT budget to cover this item. Because this item is a little different from what’s written in your plan, the NDIS needs a report from an AT Advisor.
Next Steps
Please reply to this email with a copy of the required documentation. The report doesn’t have to be long, it should cover:
An AT Advisor is someone with the skills to recommend the right equipment, like:
Once we have this additional information/report, we’ll be ready to process your request.
Additional Information
Here’s a helpful resource you may find useful:
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {Client/Representative},
We're excited to help you with your Medium Term Accommodation (MTA) enquiry and help clarify the process for you.
You're off to a great start with the funding category in the plan available, we just require confirmation. Currently, the NDIS only provide Plan Managers with authority to process supports which clearly fit within the NDIS plan. We need some further information to be confident that the support you have requested is funded in the current plan. As much as we would love to confirm this support immediately, it’s important for us to work within the NDIS guidelines and not place you in a position of risk. It is also important to note that STA claims are heavily audited by the NDIS and clients are commonly responsible to return funds.
We can offer two (2) options to process a claim:
Option One (1): The Safe Option
To safeguard yourself, if you have a copy of the NDIS which identifies MTA is included, please send this though so we can put on file for NDIS evidence if the claim if audited. Once received, we are able to process relevant supports.
Option Two (2): Personal Liabilities Apply
This option requires you to be responsible for your debt if the NDIS request a return of funds. To process a claim, we would require you to agree that the following conditions are met, depending on your situation. There are three (3) compulsory criteria for option two (2):
Requirements
If you would like to use ‘Option 2' as your method, please understand that if the NDIS request a return of funds, you will be responsible for returning the funds. If you accept the conditions, please reply with ‘I accept’.
We hope this information is helpful. Please don't hesitate to contact us if you have any further questions.
Best regards,
Hi {Client/Representative},
We're excited to help you with the short term accommodation (STA) enquiry to help clarify the process for you. To process the STA request, we need a bit more information. The NDIS requires us to ensure the support aligns with the current NDIS plan, and we want to make sure everything is in order before proceeding.
STA (short term accommodation) is also known as respite, and is usually offered by providers who combine accommodation, support work, food and activities in a single package for a combined daily cost. A single invoice is then submitted to the plan manager for payment. The NDIS also typically fund STA which is shared, e.g. 1:3 provider to client ratio. 1:1 STA support is typically only funded for complex needs. This is mostly likely provided in a local facility and would be outside of the participant’s home. We have received written NDIS advice that this should not be a hotel accommodation. The support should also be supplied in one invoice. For more information, you may like to refer to the NDIS FAQ’s.
Evidence of NDIS Plan Inclusion
Please share a copy of the NDIS plan with the inclusion of STA or written consent from 'My NDIS Contact' and we'll be able to process this support for you.
Options if STA is Not in NDIS Plan
We do not recommend claiming for this support unless it is of critical importance as these claims are frequently audited by the NDIS. While we can help you make an informed decision, it's crucial to understand the direct risks involved if spending isn't aligned with the plan. The NDIA can audit all claims later, which might lead to the return of misused funds or even the removal of plan management supports.
If you are satisfied that the STA support request would meet ALL of the participant criteria below, please reply with "I agree".
Additional Claim Requirements
To assist with answering the NDIS’s queries related to frequent claim audits, can you also provide information on:
Please don't hesitate to contact the NDIS directly if you have any further questions. They are your best point of contact for specific inquiries regarding your plan and funding options.
Links in this email:
Best regards,
Dear {Client/Representative},
Thanks for sending through the consumables request.
We are pleased to confirm that we believe this support is low-risk and funding is available in this category. We simply require your confirmation of fulfilling the funding criteria to continue processing.
Funding Criteria Requirements - Consumables (low-cost, low-risk)
In accordance with NDIS scheme rules for the support to be deemed reasonable and necessary, the support should fulfil the following criteria:
Action Required to Process the Support
If you are satisfied you fulfill the funding criteria for low-risk low-cost consumables purchase, please reply to the email with ‘I believe I fulfil the consumables low-cost low-risk criteria’.
Know Your Risks
It’s important to us that we are transparent about any risks to you. All claims may be audited by the NDIA at a later date, and there are still some risks to you (i.e. returning misused funds, removing plan management) if your spending has not aligned with the plan. You would be personally liable for these funds.
Supportive Evidence Requirements
If you wish to have certainty is getting this support funded by the NDIS and not have any risk claiming this support, we suggest you gain evidence (e.g. Allied Health Professional report) to identify how the support would meet ALL of the funding criteria (listed above) and submit your request to the NDIS. Gaining NDIS consent provides you with a guarantee this is included in the NDIS plan. An NDIS Delegate or ‘My NDIS Contact’ has authority to provider consent (webchat or phone chat is not sufficient evidence for the NDIS).
How to Gain Written NDIS Approval
To process this request without any risks we would require written NDIS Delegate/My NDIS Contact approval or the support to be written into the NDIS plan. You can do this by contacting your local NDIS office, email enquiries@ndis.gov.au or phone the NDIS 1800 800 110. A NDIS web chat or phone conversion is not considered enough evidence.
While Plan Managers play a vital role in managing NDIS funds, contacting the NDIS directly to gain approval for specific supports falls outside their scope. The NDIS is best equipped to provide guidance and make decisions about funding requests.
Best regards,
Hi {Client/Representative),
We're excited to help you with the meal preparation and delivery enquiry to help clarify the process for you.
To process the meal preparation and delivery request, we need a bit more information. The NDIS requires us to ensure the support aligns with your current plan, and we want to make sure everything is in order before proceeding.
Evidence of NDIS Plan Inclusion
Please share a copy of the NDIS plan with the inclusion of meal preparation and delivery or written consent from 'My NDIS Contact' and we'll be able to process this support for you.
Options if Not in NDIS Plan
Meal preparation and delivery is a specific support often detailed in NDIS plans. Our peak Plan Management body advises that we only process this support with written consent from the NDIS. While we can help you make an informed decision, it's crucial to understand the direct risks involved if spending isn't aligned with the plan. The NDIA can audit all claims later, which might lead to the return of misused funds or even the removal of plan management supports.
If you are satisfied that meal preparation and delivery support would meet ALL of the below criteria, please reply with "I agree" and we will be able to process your request. You may also like to include a letter of support (e.g. Allied Health Profession) to support the claim, we would appreciate having this on file in the case of the claim being audited.
If you have any questions at all, please don’t hesitate to contact a member of our team for support.
Helpful Links:
Best regards,
Hi {client/nominee},
Thanks for reaching out about Medium Term Accommodation (MTA). We’re here to help.
At the moment, your current NDIS plan doesn’t include MTA funding, so we’re not able to process this request just yet. To move forward, you’ll need to ask the NDIS to add MTA to your plan.
Adding this support to your plan
The best next step is to talk to the NDIS (1800 800 110), your Support Coordinator, or your 'My NDIS Contact'. They can guide you on whether it can be added and what the process looks like.
Next Steps
The NDIS guidelines explain what evidence is needed:
Once we have the confirmation, we’ll be ready to process your request.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out.
This support is a “Quote Required” item. That means it needs NDIS to confirm the support is in-line with the NDIS plan before we can process it.
Next Steps
Please reply to this email with:
Adding this support to your plan
If this support isn’t in the plan and you want it to be, the best next step is to talk to the NDIS (1800 800 110), your Support Coordinator, nominee or your My NDIS Contact. They can guide you on whether it can be added and what the process looks like.
Additional Information
For more information, you can explore:
Once we have this additional information, we’ll process your request without delay.
If you have any questions or would like support with the next steps, please reach out. We’re here to help.
Best regards,
Hi {client/nominee},
Thanks for reaching out. We know animal-based supports can be really valuable, so here’s some clarity on what the NDIS can and can’t cover.
What's Funded
Animal-assisted therapy may be funded if it’s delivered by an NDIS-recognised therapist (like a counsellor, OT, or psychologist), provides an NDIS recognised therapy and meets the reasonable and necessary guidelines. This should be claimed as the therapy method provided, e.g. occupational therapy. Sometimes the NDIS may also fund a support worker to help you attend.
What's Not Funded
The NDIS won’t cover recreational activities with animals (like horse riding) or activity costs such as equine fees. These rules were updated in October 2024.
Next Steps
If this support isn't recognised by the NDIS, you can request confirmation this support in your plan.
To move forward, you’ll need written confirmation from your 'My NDIS Contact' to confirm this support is in-line with the NDIS plan. If this support isn’t in your plan yet, your My NDIS Contact or Support Coordinator can guide you on how to request it.
Additional Information
For more detail, see:
Need help?
Once you have written confirmation from the NDIS, we’ll be ready to process this support for you. If you have any questions, please contact our team. We're here to help!
Best regards,
Hi {Client/Nominee},
Thanks for getting in touch about Assistive Technology (AT). We’ve looked at your request, and here’s what’s next.
Outcome
We can’t process this request just yet. Mid or high-cost AT needs written NDIS confirmation the support is included in the plan before we can move forward.
Next Steps
To get started, please send us one of these:
Additional Information
Here are some handy resources if you’d like to learn more:
Once we have the required info, we’ll get things moving quickly.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out about Behaviour Support. We’ve reviewed your request, and here’s what you need to know.
Outcome
We can’t process this request just yet. Behaviour Support must be included in your NDIS plan, or written NDIS confirmation from 'My NDIS Contact' to confirm the support is in-line with the plan.
Next Steps
To move forward, please reply to this email with either
While the NDIS webchat is a great resource for general questions, a webchat confirmation isn’t enough for this type of claim.
Adding this support to your plan
If this support isn’t in the plan and you want it to be, the best next step is to talk to the NDIS, your Support Coordinator or your My NDIS Contact. They can guide you on whether it can be added and what the process looks like.
Additional Information
You can read more about adding supports here:
Once we have confirmation, we’ll get your request moving.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out about Core Therapy.
Outcome
At this stage, we can’t process this request. Core Therapy needs to be included in your NDIS plan, or NDIS written confirmation from 'My NDIS Contact' to confirm the support is in-line with the plan.
Next Steps
Please reply to this email with one of the following:
Adding this support to your plan
If this support isn’t in the plan and you want it to be, the best next step is to talk to the NDIS (1800 800 110), your Support Coordinator or your 'My NDIS Contact'. They can guide you on whether it can be added and what the process looks like.
Additional Information
If you’d like to explore further, here are some useful resources:
Once we have the required info, we’ll get things moving quickly.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out. We’ve reviewed your request and want to explain how the NDIS looks at equine therapy.
What’s Funded
Equine therapy can be funded when it’s part of a therapeutic intervention and delivered by a recognised allied health professional, such as a psychologist or occupational therapist.
What’s Not Funded
Recreational horse riding or horse-related activities aren’t considered therapy, even if they’re called “equine therapy.”
Next Steps
If this activity was delivered by a registered allied health professional, please resubmit the invoice with their details so we can confirm it meets NDIS requirements.
For more information, you can explore:
Need Help?
We know this can be a bit tricky. Our role is to make sure your funding is used for supports that fit within the NDIS rule, and we’re here to help guide you through. Please reply to this email if you have questions.
Best regards,
Hi {client/nominee},
Thanks for reaching out about High Intensity Supports. We’re happy to help.
Outcome
We can’t process this request just yet. High Intensity Supports must be included in your NDIS plan, or NDIS written confirmation from 'My NDIS Contact' to confirm the support is in-line with the plan.
Next Steps
Please send us one of the following:
Adding this support to your plan
If this support isn’t in the plan and you want it to be, the best next step is to talk to the NDIS (1800 800 110), your Support Coordinator or your 'My NDIS Contact'. They can guide you on whether it can be added and what the process looks like.
Additional Information
Here are some useful links if you’d like to explore further:
Once we have the required info, we’ll get things moving quickly.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {client/nominee},
Thanks for reaching out about Home Modifications.
Before we can move forward, we need written confirmation that this support is in your NDIS plan.
Next Steps
Please reply to this email with one of the following:
While the NDIS webchat is a great resource for general questions, a webchat confirmation isn’t enough for this type of claim.
Adding this support to your plan
If this support isn’t in the plan and you want it to be, the best next step is to talk to the NDIS (1800 800 110), your Support Coordinator or your My NDIS Contact. They can guide you on whether it can be added and what the process looks like.
Additional Information
Here are a couple of resources you may find useful:
Once we have the required info, we’ll get things moving quickly.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {client/nominee},
Thanks for reaching out about Intensive and Complex Behaviour Support. We’re here to help.
Before we can move forward, we’ll need written confirmation that this support is in your NDIS plan.
Next Steps
Please send us one of the following:
Adding this support to your plan
If this support isn’t in the plan and you want it to be, the best next step is to talk to the NDIS (1800 800 110), your Support Coordinator, or your 'My NDIS Contact'. They can guide you on whether it can be added and what the process looks like.
Additional Information
Here’s a helpful resource you may find useful:
Once we have the confirmation, we’ll be ready to process your request.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {Client/Nominee},
Thanks for getting in touch. We’ve reviewed your request and want to explain when the NDIS may fund replacement supports and what you need to do next.
Claim Outcome
At this stage, we can’t process this support without NDIS written confirmation - the support is in-line with the NDIS plan.
Replacement supports (such as iPads, smart watches, tablets, smartphones, apps, washing machines, dishwashers, blenders, or headphones) are not usually funded directly by the NDIS. They can sometimes be approved as a Replacement Support, which means swapping it for something already in your NDIS plan, not adding extra funding.
Next Steps
To move forward, you’ll need written approval from the NDIS. In some cases, you may need to purchase the item first and then apply for reimbursement.
For more information, you can explore:
Additional Information
We know this process can feel complex. Our role is to follow the NDIS guidelines so your budget is used for the supports that matter most to you. If you have any questions or would like help with the next steps, please reply to this email, we’re here to support you.
Best regards,
Hi {Client/Nominee},
Thanks for getting in touch about Specialist Disability Accommodation (SDA). We’ve looked at your request, and here’s what’s next.
Outcome
Right now, we can’t process this claim without written NDIS confirmation the support is in-line with the NDIS plan. SDA needs to be listed in your plan or confirmed in writing by your My NDIS Contact.
Next Steps
The easiest way forward is to send us either:
Adding this support to your plan
If this support isn’t in the plan and you want it to be, the best next step is to talk to the NDIS (1800 800 110), your Support Coordinator, nominee or your 'My NDIS Contact' They can guide you on whether it can be added and what the process looks like.
Additional Information
If you’d like to explore further, here are some useful resources:
Once we have the required info, we’ll get things moving quickly.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {Client/Nominee},
Thanks for getting in touch. We’ve looked at your request and want to explain when the NDIS may pay for specialised or orthopaedic shoes, and what you need to do next.
Claim Outcome
To go ahead with this support, we need written approval from the NDIS.
The NDIS only funds specialised or orthopaedic footwear when:
· it relates directly to your NDIS-recognised disability, and
· it helps you with everyday activities.
Next Steps
To continue:
1. Please read the full information here: Kismet Help Article - Footwear and Orthotics↗
2. Contact your My NDIS Contact ↗ to get written confirmation that this support is included in your NDIS plan. They can also guide you on how to add the support to your plan if needed.
Need Help?
If you’re unsure or need support, please call or email us. We’re here to help and want to make this process as simple as possible.
Links
· https://help.kismet.healthcare/hc/en-us/articles/13150721291919-Footwear-and-Orthotics
· https://help.kismet.healthcare/hc/en-us/articles/13212999119375-How-to-Contact-My-NDIS-Contact
Best regards,
Hi {Client/Nominee},
Thanks for reaching out. We’ve reviewed your request and want to share the outcome and what to do next.
Outcome
To process it, we need written NDIS approval. SIL must be included in your NDIS plan or confirmed in writing by your My NDIS Contact.
Next Steps
Please reply to this email with either
For more information, you can explore:
Adding this support to your plan
If this support isn’t in the plan and you want it to be, the best next step is to talk to the NDIS (1800 800 110), your Support Coordinator, nominee or your My NDIS Contact. They can guide you on whether it can be added and what the process looks like.
Need Help?
We look forward to receiving the information so we can process this support for you. If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {client/nominee},
Thanks for reaching out.
To make sure we get this right for you, we just need some extra information to confirm this support is covered in your plan as this is not an automatically funded support.
Next steps
Contact your My NDIS Contact to gain written confirmation your support request is ‘in-line with your NDIS plan’ or gain a copy of the NDIS Plan. Share this with us and we'll be able to process.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
This support is listed in the NDIS guidelines under “Supports that are Not NDIS Supports” It is considered an aged care service, which means it’s funded through aged care programs rather than the NDIS.
Next Steps
To help you navigate your options, we’ve included a few resources:
Additional Information
We understand this may not be the outcome you were hoping for. Our role is to follow the NDIS guidelines so your funds are used for supports directly related to your disability. This protects your budget for the services you need most.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
This support is listed in the NDIS guidelines under “Supports that are Not NDIS Supports.” It falls under child protection and family support, which are usually funded through other government services, not the NDIS.
Next Steps
To help you navigate your options, we’ve included a few resources:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for supports directly related to your disability. We’re here to guide you toward the right services and information.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
This support is listed in the NDIS guidelines under “Supports that are Not NDIS Supports” It is considered a Day-to-day living cost, which means they are considered everyday expenses rather than disability-related supports.
Next Steps
To help you navigate your options, we’ve included a few resources:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for supports directly related to your disability. We’re here to guide you toward the right services and information.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
This type of support is funded through early childhood development services rather than the NDIS. In the NDIS guidelines, it is listed under ‘Supports that are Not NDIS Supports.’
Next Steps
If you would like to explore this further, here are some helpful options:
Additional information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for supports directly related to your disability. This helps protect your budget for the services you need most.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
This type of support is considered an employment service, which the NDIS does not fund. It is listed in the NDIS guidelines under “Supports that are Not NDIS Supports.”
Next Steps
For more information, you can explore:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for disability-related supports. This helps protect your budget for the services that matter most to you.
If you have any questions or would like support with the next steps, please reach out. We’re here to help.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
This type of support is considered a health-related service, which the NDIS does not fund. It is listed in the NDIS guidelines under “Supports that are Not NDIS Supports.”
Next Steps
For more information, you can explore:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for disability-related supports. This helps protect your budget for the services that matter most to you.
If you have any questions or would like support with the next steps, please reach out. We’re here to help.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out.
This type of support is considered a higher education or vocational education service, which the NDIS does not fund. It is listed in the NDIS guidelines under “Supports that are Not NDIS Supports.”
Next Steps
For more information, you can explore:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for disability-related supports. This helps protect your budget for the services that matter most to you.
If you have any questions or would like support with the next steps, please reach out. We’re here to help.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
This type of support is considered a higher education or vocational education service, which the NDIS does not fund. It is listed in the NDIS guidelines under “Supports that are Not NDIS Supports.”
Next Steps
For more information, you can explore:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for disability-related supports. This helps protect your budget for the services that matter most to you.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
This type of support is considered income replacement, which the NDIS does not fund. It is listed in the NDIS guidelines under “Supports that are Not NDIS Supports.”
Next Steps
For more information, you can explore:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for disability-related supports. This helps protect your budget for the services that matter most to you.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
Justice-related services are not funded through the NDIS. These supports are provided through other government services, and in the NDIS guidelines they are listed under “Supports that are Not NDIS Supports.”
Next steps
For more information, you can explore:
Additional information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for supports directly related to your disability. This helps protect your budget for the services you need most.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
Mental health services are not funded through the NDIS. Instead, these supports are provided through the mental health system or other government programs. The NDIS guidelines list them under “Supports that are Not NDIS Supports.”
Next Steps
For more information, you can explore:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for disability-related supports. This helps protect your budget for the services that matter most to you.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
We understand why you’d want to include this support, but the NDIS doesn’t fund it at this stage because it isn’t classed as “evidence-based.”
Next Steps
For more information, you can explore:
Additional Information
We know this may not be the outcome you were hoping for. Our role is to follow the NDIS guidelines so your funding is protected for the supports that are eligible and directly linked to your disability needs.
If you’d like to talk it through or need help with the next steps, please reach out, we’re here to support you.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
School education services are listed in the NDIS guidelines under “Supports that are Not NDIS Supports.” The education system usually funds these services, not the NDIS.
Next Steps
For more information, you can explore:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines, so your funds are used for disability-related supports. This helps protect your budget for the services that matter most to you.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
Transport services are listed in the NDIS guidelines under “Supports that are Not NDIS Supports.” These services are usually funded through other systems, not the NDIS.
Next Steps
For more detail, consider exploring these resources:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for disability-related supports. This helps protect your budget for the services that matter most to you.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {Client/Nominee},
Thanks for reaching out!
This type of support is considered an unlawful good or service and is listed in the NDIS guidelines under “Supports that are Not NDIS Supports.”
Next Steps
For more information, you can explore:
Additional Information
We understand this may not be the outcome you hoped for. Our role is to follow the NDIS guidelines so your funds are used for disability-related supports. This helps protect your budget for the services that matter most to you.
If you have any questions or would like support with the next steps, please reach out.
Best regards,
Hi {provider},
Thanks for sending the invoice. Before we can process it, we need a little more detail.
Next Step
Can you please tell us exactly what support was provided? For example: “Support work in the home to assist with personal care.”
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {provider},
Before we can process this claim, we just need to confirm the purpose of the support.
Item code 01_134_0117_8_1 is used when the support is helping the participant build skills to manage their own supports in the future.
This might look like:
It doesn’t cover general Support Coordination.
Next Steps
If your support fits this purpose, please reply to this email stating that you meet the criteria.
Alternatively, give our team a call or reply to this email and we can help find the right code to suit your claim.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {provider},
We’re nearly ready to process your claim, we just wanted to advise item code 15_037_0117_1_3 should be used for Skill Development and Training, including learning to use public transport.
This code covers:
It does not cover:
If you believe this the support provided does not fit this purpose, please let us know and we can support with the next steps. We’re here to help.
Best regards,
Hi {client/nominee/provider},
Thanks for your email. We’re almost ready to process your claim.
Item code 01_066_0115_1_1 is only used when support is delivered in a registered Specialist Disability Accommodation (SDA).
Next step
If your support fits this purpose, please reply to this email stating that you meet the criteria.
Alternatively, call our team or reply to this email, and we can help find the right code to suit your claim.
If you have any questions or would like support with the next steps, please contact us. We’re here to help.
Best regards,
Hi {Provider},
Thank you for your invoice. Before we can process it, we just need to confirm a few details under the NDIS Pricing Arrangements and Price Limits↗ URL: https://www.ndis.gov.au/providers/pricing-arrangements↗
Next Steps
Please reply to this email with:
Once we have this, we’ll note this on file and process your payment.
Additional Information
Therapy Assistant – Level 2: This support must be delivered by a therapy assistant working under the supervision of a therapist. The therapist needs to be satisfied that the therapy assistant can work safely on their own when required.
We appreciate your support and look forward to finalising your claim.
Need Help?
Call us directly or email our team - we're here to guide you through this process and are committed to making your NDIS experience as smooth as possible.
Best regards,
Hi {provider},
Thanks for your invoice.
Before we can pay it, we need to check that you’re allowed to use item code 15_005_0118_1_3 (for children under 9).
To use this item code, you must:
· have a Bachelor’s degree or higher in your field
· be currently registered or a member of your professional body
· meet NDIS requirements for Early Childhood Supports
If you are one of these professions
If you are in one of the professions below, please use your own specific code instead:
Next Steps
Please reply to this email with one of the following:
· an updated invoice using the correct line item, or
· a short explanation of how you meet the requirements to use 15_005_0118_1_3, or
· written confirmation from My NDIS Contact that this support is in line with the participant’s NDIS plan.
Once we have this information, we can process your invoice.
If you have any questions or would like help with this, please contact us. We’re here to help.
Best regards,
Hi {Provider},
Thanks for your email. Before we can process your invoice, we need to confirm you hold the required qualifications for the service you’re providing.
Next Steps
Please reply to this email with confirmation of your professional registration or membership. This could be your provider number, registration certificate, or proof of professional compliance. Below we've listed the qualification requirements for each profession.
Art Therapist (15_610_0128_1_3)
Professional Member of ANZACATA
Counsellor (15_606_0118_1_3)
Member of Australian Counselling Association or PACFA
Developmental Educator (15_613_0128_1_3)
Bachelor’s degree or higher + membership with DEAI
Dietitian (15_062_0128_3_3, 12_025_0128_3_3)
Accredited Practicing Dietitian with Dietitians Australia
Early Childhood Professional (15_005_0118_1_3)
Bachelor’s degree in Early Childhood or Special Education + registration (if required)
Exercise Physiologist (multiple line items)
Accredited with Exercise and Sports Science Australia (ESSA)
Music Therapist (15_615_0128_1_3)
Registered Music Therapist with the Australian Music Therapy Association
Occupational Therapist (15_617_0128_1_3)
Registered with AHPRA
Other Professional – Early Childhood (15_005_0118_1_3)
Bachelor’s degree or higher in relevant field + professional registration
Other Professional – 7+ Years (15_056_0128_1_3)
Suitably qualified professional under NDIS Therapeutic Supports guidelines
Personal Trainer (12_029_0126_3_3)
Cert III, IV or Diploma in Fitness (or equivalent)
Physiotherapist (15_003_0118_1_3, 15_055_0128_1_3)
Registered with AHPRA
Podiatrist (15_619_0128_1_3)
Registered with AHPRA
Psychologist (15_001_0118_1_3, 15_054_0128_1_3)
Registered with AHPRA
Psychosocial Recovery Coach (07_101_0106_6_3 to 07_106_0106_6_3)
Cert IV in Mental Health/Peer Work or 2+ years’ experience
Rehabilitation Counsellor (15_620_0128_1_3)
Member of ASORC (or equivalent)
Social Worker (15_621_0128_1_3)
Member of AASW
Speech Pathologist (15_622_0128_1_3)
Certified Practicing Speech Pathologist with Speech Pathology Australia
Specialist Support Coordinator (07_004_0132_8_3)
Qualified and experienced professional (e.g., OT, Psychologist, Social Worker, Mental Health Nurse)
Therapy Assistant (multiple line items)
Works under supervision of allied health professional and covered by their insurance
Take me to the Registration Requirements by Supports and Services ↗
URL: https://www.ndiscommission.gov.au/sites/default/files/2022-02/200312-registration-requirements-supports-and-services_0.pdf ↗
Need Help?
If you’re unsure what’s required, you can contact the NDIS Quality and Safeguards Commission ↗ for guidance. URL: https://www.ndiscommission.gov.au/contact-us. ↗
Once we receive the required documentation, we'll process your claim straight away.
We appreciate your support and look forward to finalising your claim.
Best regards,
Hi {Provider},
Thank you for your invoice. We’d love to process your claim, but first we need to confirm compliance for Intensive and Complex Behaviour Support in line with NDIS requirements.
This support applies when a participant regularly shows serious behaviours that affect their own safety or the safety of others. It must follow an interim or full Behaviour Support Plan and include clear proactive strategies.
Next Steps
Please reply to this email with the Certificate of Completion for Module 2A – Implementing Behaviour Support Plans with the NDIS Commission.
Take me to the module requirements - NDIS Commission – Implementing Behaviour Support Plans↗
URL: https://www.ndiscommission.gov.au/rules-and-standards/ndis-practice-standards/supplementary-module-implementing-behaviour-support↗
Need Help?
If you’re unsure what’s required, you can contact the NDIS Quality and Safeguards Commission ↗ for guidance.
URL: https://www.ndiscommission.gov.au/contact-us ↗
Once we receive the required documentation, we'll process your claim straight away.
We appreciate your support and look forward to finalising your claim.
Best regards,
Hi {provider},
Thank you for your SDA claim. We’re here to help get this processed quickly for you.
Before we can approve the SDA claim, we need to confirm compliance for line item 06_431_0131_2_2, Specialist Disability Accommodation.
Next Steps
Please reply to this email with the following documents:
If you’re unsure what’s required, you can reach out to the NDIS Quality and Safeguards Commission↗ for guidance.
URL: https://www.ndiscommission.gov.au/contact-us↗
Once we receive the required documentation, we'll process your claim straight away. We appreciate your help in meeting these requirements.
Best regards,
Hi {Provider},
Thank you for your invoice. We’re here to help get this processed quickly for you.
Before we can approve the SDA Adjustment support, we need to confirm compliance for line item 06_432_0131_2_2, SDA Vacancy - Person-Specific Adjustment.
Next Steps
Please reply to this email with the following documents:
If you’re unsure what’s required, you can reach out to the NDIS Quality and Safeguards Commission↗ for guidance.
URL: https://www.ndiscommission.gov.au/contact-us↗
We appreciate your support and look forward to finalising your claim.
Best regards,
Hi {Provider},
Thanks for your invoice. Before we can process it, we need to confirm your eligibility to use item code 15_056_0128_1_3, Other Professional, 9+ years.
Next Steps
Please review the full requirements here:
After reviewing, please reply to this email with either:
Additional Information
Some professions should use their own specific code instead of 15_056_0128_1_3. The page above explains this, but for reference you can also check:
Need Help?
If you have questions about your compliance, the NDIS Quality and Safeguards Commission ↗ is the best point of contact. Full URL: https://www.ndiscommission.gov.au/ ↗
We appreciate your support and look forward to finalising your claim.
Best regards,
Hi {Provider},
Thank you for your invoice. We’d love to process your claim, but first we need to confirm your compliance for High Intensity Supports to meet NDIS requirements. These services must be delivered by qualified workers who meet the NDIS Practice Standards.
Next Steps
Please reply to this email with evidence showing you meet these requirements:
Additional Information
A support is considered High Intensity if it falls under registration group 0104. These supports may include:
Need Help?
If you’re unsure what’s required, you can contact the NDIS Quality and Safeguards Commission↗ for guidance.
URL: https://www.ndiscommission.gov.au/contact-us↗
Once we receive the required documentation, we'll process your claim straight away.
We appreciate your support and look forward to finalising your claim.
Best regards,
Hi {Provider},
Thank you for sending your invoice. We’d love to process your claim, but first we need to confirm compliance for Residential Aged Care supports to meet NDIS requirements.
Next Steps
Please reply to this email with your NDIS Provider Registration Number. This helps us confirm that you are registered to deliver supports in a Residential Aged Care facility.
Need Help?
If you’re unsure what’s required, you can contact the NDIS Quality and Safeguards Commission↗ for guidance. URL: https://www.ndiscommission.gov.au/contact-us↗
Once we receive the required documentation, we'll process your claim straight away.
We appreciate your support and look forward to finalising your claim.
Best regards,
Hi {Provider},
Thank you for your invoice. Before we can process your claim, we need to confirm your registration for Restrictive Practice supports.
Next Steps
Please reply to this email with the Certificate of Completion for Module 2A – Implementing Behaviour Support Plans with the NDIS Commission.
Take me to the module requirements - NDIS Commission – Implementing Behaviour Support Plans↗
Need Help?
If you’re unsure what’s required, you can contact the NDIS Quality and Safeguards Commission↗ for guidance. URL: https://www.ndiscommission.gov.au/contact-us↗
Once we receive the required documentation, we'll process your claim straight away.
We appreciate your support and look forward to finalising your claim.
Best regards,
Hi {Provider},
Thank you for your invoice. We’d love to process your claim, but first we need to confirm your registration as an NDIS Provider for the service delivered.
Next Steps
Please reply to this email with proof you are a Registered NDIS Provider for Specialist Behaviour Support or Specialist Disability Accommodation (SDA – 0131)
Need Help?
If you’re unsure what’s required, you can contact the NDIS Quality and Safeguards Commission↗ for guidance.
URL: https://www.ndiscommission.gov.au/contact-us↗
Once we receive the required documentation, we'll process your claim straight away.
We appreciate your support and look forward to finalising your invoice.
Best regards,
Hi {Provider},
Thank you for your email. We’d love to process this support for you, but first we need to confirm your registration for Specialist Disability Accommodation (SDA – 0131) to meet NDIS requirements.
Next Steps
Please reply to this email with proof of registration documentation stating that you are a Registered NDIS Provider for Specialist Disability Accommodation (0131)
Need Help?
If you’re unsure what’s required, you can contact the NDIS Quality and Safeguards Commission↗ for guidance. URL: https://www.ndiscommission.gov.au/contact-us↗
Once we receive the required documentation, we'll process your claim straight away.
We appreciate your support and look forward to finalising your claim.
Best regards,
Hi {provider},
Thank you for your invoice. We’re here to help get this processed quickly for you.
Before we can approve your claim for 07_004_0132_8_3, Level 3 Specialist Support Coordination, we need to confirm that your registration meets NDIS requirements.
Next Steps
Please reply to this email with the following documents:
Take me to the module requirements - NDIS Commission - Specialist Support Coordination↗
URL: https://www.ndiscommission.gov.au/rules-and-standards/ndis-practice-standards/supplementary-module-specialist-support-coordination↗
If you’re unsure what’s required, you can reach out to the NDIS Quality and Safeguards Commission↗ for guidance.
URL: https://www.ndiscommission.gov.au/contact-us↗
Once we receive the required documentation, we'll process your claim straight away. We appreciate your help in meeting these requirements.
Best regards,
Invoice error notices, claim issue resolution, and billing correction requests.
Hi {provider},
Could you please review and amend this invoice to recode the support to the relevant Home and Living item numbers, as in the current plan for {participant}, this is where the bulk of the funding has been allocated for these supports. For your reference, the following item numbers are the most commonly used and may be of assistance:
Please resend the amended invoice in this email chain for due processing. Once we receive the revised invoice we can then continue processing for you. Thanks so much for your understanding.
Best regards,
Hi {provider},
Could you please review and amend this invoice to recode the support to the relevant Improved Health and Wellbeing item numbers, as in the current plan for {client}, this is where the bulk of the funding has been allocated for these supports. For your reference, the following item numbers are the most commonly used and may be of assistance:
Please resend the amended invoice for processing. Once we receive the revised invoice we can then continue processing for you.
Thanks so much for your understanding.
Best regards,
Hi {provider},
Could you please review and amend this invoice to recode the support to the relevant Assistance with Daily Life item numbers, as in the current plan for {client}, this is where the bulk of the funding has been allocated for these supports. For your reference, the following item numbers are the most commonly used and may be of assistance:
Please resend the amended invoice in this email chain for due processing. Once we receive the revised invoice we can then continue processing for you. Thanks so much for your understanding.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We just wanted to let you know that we are only able to process supports when the last date of service has occurred on an invoice. Prepayment is out of scope unless written consent is provided by the NDIS. Please resubmit this invoice when all services have been completed.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through the hire invoice.
We just wanted to let you know that we will process this support when the last date of rental has occurred. As a Registered NDIS Provider, we are only able to claim supports once they have occurred. Prepayment is out of scope unless written consent is provided by the NDIS.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We just wanted to let you know that we will process this support when the last date of service has occurred. As a Registered NDIS Provider, we are only able to claim supports once they have occurred. Prepayment is out of scope unless written consent is provided by the NDIS.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you; however, the participant is no longer on the NDIS, so we are unable to process this invoice.
Next Steps
It’s best to check directly with the Participant, their Nominee, or their Support Coordinator regarding any outstanding payments or claims. To respect the participant’s privacy, we’re unable to provide their current NDIS contact details.
Need Help?
We’re always happy to assist if you need guidance on next steps — just get in touch.
Best regards,
Hi {provider name},
Thanks for sending your invoice through. We’d like to get this processed for you, but right now there aren’t enough funds in the participant’s NDIS plan to cover it.
At the moment, we’re unable to pay this invoice because the participant’s available funds are insufficient.
Next steps
It’s best to contact the participant, nominee or their Support Coordinator. They manage the overall plan budget and can let you know what options are available.
Additional information
Our role as Plan Managers is to process payments, but we don’t manage the total plan budget. For this reason, we’re not able to make funding decisions.
Need help?
If you’d like us to explain more about the payment process, or if you’re unsure what to do next, please reach out. We’re here to help wherever we can.
Best regards,
Hi {provider name},
Thanks for your email.
We’re unable to process the invoice received for {participant} as there are insufficient funds available in their NDIS plan under the relevant budget category.
Next Steps
As the Support Coordinator, you may already be across the funding situation. If there’s updated plan information or a new budget that we haven’t yet received, please forward this through and we can reassess. Otherwise, we’ll hold off on processing until further direction is provided.
Need Help?
Don’t hesitate to contact us if you’d like to go over this together or provide an update.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
Our plan management system has rejected invoice {invoice #} for the following reasons:
{Insert reason}
Next Steps
Please amend and resubmit this invoice, so we can process your payment as soon as possible.
Need Help?
We’re always here if you’d like some extra help. Just get in touch with us and we’ll take you through the next steps together.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however the support does not appear to be ‘Plan Managed’.
Next Steps
This support is Agency-Managed, which means the provider must claim it directly with the NDIS. Providers can do this by using the Online Payment Request Tool↗ URL: https://www.ndis.gov.au/providers/working-provider/getting-paid/payment-requests↗
Need Help?
We’re always here if you’d like some extra help. Just get in touch with us and we’ll take you through the next steps together.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however we are no longer the Plan Manager for this participant. As such, we are unable to process your invoice.
Next Steps
It’s best to check directly with the Participant, their Nominee, or their Support Coordinator to confirm who their current Plan Manager is. To respect the participant’s privacy, we’re not able to share this information.
Need Help?
We’re always here if you’d like some extra help. Just get in touch with us and we’ll take you through the next steps together.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however the support does not appear to be ‘Plan Managed’. As such, we are unable to process this invoice.
Next Steps
Identify how the plan was being managed during the nominated service dates, as this determines the process for claiming support.
Options include:
If you’d like to talk it through, the NDIS team can give you guidance on your situation. You can reach them on 1800 800 110.
Need Help?
We’re always here if you’d like some extra help. Just get in touch with us and we’ll take you through the next steps together.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however, the service dates are under a previous plan. As such, we are unable to process this invoice.
Next Steps
Identify how the plan was being managed during the nominated service dates, as this determines the process for claiming support.
Options include:
If you’d like to talk it through, the NDIS team can give you guidance on your situation. You can reach them on 1800 800 110.
Need Help?
We’re always here if you’d like some extra help. Just get in touch with us and we’ll take you through the next steps together.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however the support does not appear to be ‘Plan Managed’.
Next Steps
This support is Self-Managed which means the provider must claim it directly with the NDIS. Providers can do this by using the Online Payment Request Tool↗ URL: https://www.ndis.gov.au/providers/working-provider/getting-paid/payment-requests↗
Need Help?
We’re always here if you’d like some extra help. Just get in touch with us and we’ll take you through the next steps together.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
Right now, we’re unable to process the invoice for {participant} as we’re not currently listed as their plan manager in the NDIS PACE system.
Next Steps
Please check in with the Participant or their Nominee and ask them to contact us directly. Once they’ve reached out, we’ll be able to confirm details and move forward with supporting them.
Need Help?
Once we're endorsed by the Participant in the NDIS PACE system, we’ll be able to process your invoice without delay.
Best regards,
Hi {provider name},
Thank you for emailing through your invoice. We’d like to get this processed for you, however the we are unable to process at present due to the Australian Business Number (ABN) not being active on the ABN Register during the date of service.
To assist us to pay you asap, please contact the Australia Tax Office (ATO) to request the reactivation of your ABN prior to the support date. We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for emailing through your invoice. We’d like to get this processed for you, however the we are unable to process at present due to the Australian Business Number (ABN) being no longer active on the ABN Register.
To assist us to pay you asap, please contact the Australia Tax Office (ATO) to reactivate your ABN and resend your invoice. We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for emailing through your invoice. We’d like to get this processed for you, however we are unable to process as the Australian Business Number (ABN) don’t match the business name.
To assist us to pay you asap, please send through your amended invoice with correct ABN number which matches the business name.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for emailing through your invoice. We’d like to get this processed for you, however we are unable to process as there is no Australian Business Number (ABN) on the invoice. An ABN on an invoice is essential for NDIS to approve and is a requirement of the Australian Tax Office (ATO).
To assist us to pay you asap, please send through your amended invoice with ABN number included.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for confirming the ABN has been reactivated. I can confirm the ABN appears active and we are able to continue processing claims.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however due to the method we need to submit this claim to the NDIS, we require the invoice to be separated into two invoices so the claims can be submitted to the correct NDIS plans. At present these are across two plans.
To assist us to pay you asap, please reissue the invoice with the hours separated as follows:
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, firstly we require a current NDIS item number as the line item you have used is no longer valid. N.B Current NDIS Pricing Limits and current codes can be found on the NDIS website.
The relevant code which appears relevant to your claim is: {code}
It would be best to work with the participant/nominee, Support Coordinator or contacting the NDIS to confirm the best coding which is relevant for the support you are providing.
To assist us to pay you asap, please send through your amended invoice with correct coding.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, however on this this occasion the rate of support has been charged at a Public Holiday rate when the date of support is not a Public Holiday.
To assist us to pay you asap, please resubmit your amended invoice with correct coding/rate.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, firstly we require a support within the current plan as the support category you have included is not within the current plan.
A potential replacement code which appears relevant to your claim is: {code}
It would be best to work with the participant/nominee, Support Coordinator or contacting the NDIS to confirm the best coding which is relevant for the support you are providing. N.B. Current NDIS Pricing Limits and current codes can be found on the NDIS website.
To assist us to pay you asap, please send through your amended invoice with correct coding.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, however it appears that an incorrect Centre Capital Cost code has been used on this invoice. To match your primary support code, the block of four digits in the middle of the code need to match the primary support. In this instance, it appears that the correct Capital Centre Cost code should be {centre capital cost code}.
To assist us to pay you asap, please send through your amended invoice with corrected Centre Capital Cost code application.
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, firstly we require an amended invoice to include the correct coding information. Please replace the current code with {line item}.
To assist us to pay you asap, please send through your amended invoice with correct coding.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, firstly we require an amended invoice to include the correct coding information. Please see a list of common codes to support you with the correct code.
Social Group Support Codes:
Current NDIS Pricing Limits can be found on the NDIS website.
To assist us to pay you asap, please send through your amended invoice with correct coding. We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, firstly we require an amended invoice to include the correct coding information.
Current NDIS Pricing Limits can be found on the NDIS website. To assist us to pay you asap, please send through your amended invoice with correct coding.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, firstly we require an amended invoice to include the correct coding information. Please see a list of common codes to support you with the correct code.
STA Support Codes
1:1 Ratio
1:2 Ratio
1:3 Ratio
Current NDIS Pricing Limits can be found on the NDIS website.
To assist us to pay you asap, please send through your amended invoice with correct coding. We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, however Short Term Accommodation (STA) and Social/Community supports cannot be claimed during the same time period.
If they are 2:1 supports on STA due to behaviours or a higher-intensity need, the codes needed are 01_200 - Self-care Activities in STA.
To assist us to pay you asap, please reissue the invoice with the amended code if this support is included in the participant’s NDIS funded supports.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, firstly we require an amended invoice to include the correct coding information. Please see a list of common codes to support you with the correct code.
Self Care (In Home) Support Codes:
Community Access Codes:
Current NDIS Pricing Limits can be found on the NDIS website. To assist us to pay you asap, please send through your amended invoice with correct coding.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, firstly we require an amended invoice to include the correct coding information. Please see the below list of common therapy support codes (7 years +) to assist you apply the correct code.
7 Years + Therapy Support Codes:
Current NDIS Pricing Limits can be found on the NDIS website.
To assist us to pay you asap, please send through your amended invoice with correct coding. We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, firstly we require an amended invoice to include the correct coding information. Please see the below list of early intervention support codes (0-8 years) to assist you apply the correct code.
Early Intervention Support Codes:
Current NDIS Pricing Limits can be found on the NDIS website.
To assist us to pay you asap, please send through your amended invoice with correct coding. We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, firstly we require an amended invoice to include the correct coding information. Please see a list of common codes to support you with the correct code.
Current NDIS Pricing Limits can be found on the NDIS website.
To assist us to pay you asap, please send through your amended invoice with correct coding. We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
As you may be aware, the NDIS landscape has significantly shifted. We're now experiencing greater scrutiny through NDIS Compliance Response Team (CRT) claim reviews.
As a plan manager, we have a responsibility to ensure that all invoices that we process meet minimum standards. We're also passionate about protecting our participants from the ramifications of audits and the possibility of claims being disallowed and monies recovered by the NDIS. In the event of a manual submission, if the invoice does not meet minimum standards payment will not be made and the claim rejected.
The current invoice includes date ranges and we cannot be certain of when the service actually occurred. To assist us to pay you asap, we ask that you update your invoice with the exact hours/number of services on each service date and then re-submit for prompt processing and payment.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
The date of service on the invoice is {dd/mm/yy} – just checking that this is correct or should it be {dd/mm/yy}?
To assist us to pay you asap, please confirm the current NDIS invoice date is correct or send through your amended invoice with corrected date.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however the date of service is the same as a previous invoice {invoice #}.
To assist us to pay you asap, please confirm the service is not a duplication or send through your amended invoice with corrected date.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however our system identifies this as a duplicate as the invoice number has already been used. A unique invoice number is required for each invoice you submit to us. The claim appears to have different support information than the invoice with the duplicate invoice number, so the invoice number may just require updating.
To assist us to pay you asap, please send through your amended invoice with corrected invoice number.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d love to process your claim, however we are unable to process this invoice as it includes GST for a service which is GST-free under the relevant NDIS tax laws. The NDIS are very clear that they do not pay GST on a support which is GST-free under the NDIS ATO legislation. Please note, the GST-free service applies even if you are registered for GST.
You can find further information here National Disability Insurance Scheme | Australian Taxation Office (ato.gov.au).
To assist us to pay you asap, please send through your amended invoice with corrected GST application.
For further information, please contact the Australian Tax Office (ATO) or your accountant.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however our system identifies there is a calculation error. We will therefore only be able to process the claim when the calculations are correct to ensure we meet NDIS compliance when submitting.
The error appears to be a miscalculation: {identify error, e.g. $50 x 3hrs = $150 not $120}.
To assist us to pay you asap, please send through your amended invoice with corrected calculation.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however our system identifies there is a calculation error with the invoice total. We will therefore only be able to process the claim when the calculations are correct to ensure we meet NDIS compliance when submitting.
The invoice total appears to be {identify error, e.g. $1,000.00 not $1,200.00}.
To assist us to pay you asap, please send through your amended invoice with corrected calculation.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however our system identifies this claim is over the NDIS Pricing Limits. Although this issue appears to be related to rounding, as a Registered NDIS Provider we are only able to process up to the maximum NDIS rate.
We understand some software programs automatically round up calculations. Many providers reduce their hourly rate by 1c to avoid this non-compliance calculation issue occurring.
To assist us to pay you asap, please send through your amended invoice with corrected total calculation.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however we need a review of the active hours charged during a sleepover to ensure the support is correctly charged.
As per the NDIS Pricing Arrangements, the overnight sleepover includes 2 hours of active support. Therefore, if the participant requires support for 2 hours between 10pm and 6am, this is included in the sleepover rate. If additional support is required, then an active support may be charged, e.g. if 3 hours of support was required, the sleepover could be charged with 1 hour of active support.
To assist us to pay you asap, please send through your invoice which identified when the active support exceeds the included 2 hours of support or amend to ensure the billing is corrected.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, however the rate appears to be above the maximum claimable rate under the related NDIS Pricing Arrangements. As a Registered NDIS Plan Manager, we are only able to process claims up to the maximum NDIS rate which is applicable to the support.
To assist us to pay you asap, please send through your amended invoice with corrected rate application.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however the rate appears to be above the maximum claimable rate under the related NDIS Pricing Arrangements and Price Limits. The support provided appears to be within the previous NDIS Pricing Arrangements. The date of service determines what maximum rate is applicable.
To assist us to pay you asap, please send through your amended invoice with corrected rate application for the previous pricing arrangements.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however the unit of measure requires amendment. The NDIS Support Catalogue includes units of measure for each support item as follows:
Providers must ensure that they only claim against a support item using the appropriate unit of measure for that support item. Further Information on ‘Unit of Measure’ can be found in the NDIS Pricing Arrangements and Price Limits.
To assist us to pay you asap, please send through your amended invoice with corrected unit application.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however we just need some clarification to ensure the invoice is compliance prior to submission.
Can you please confirm whether the travel listed for the cancellation on {insert date} actually occurred, or if this is also a cancellation charge and was agreed to by the participant?
If the travel did not actually occur, and this is part of the cancellation charge, please amend the invoice to combine the travel (time) and direct support into the one line, for clarity and compliance purposes.
Thank you for your help!
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however there appears to be a travel charge on a date which does not have any direct support included. When charging travel, it’s an NDIS requirement to comply with the NDIS Pricing Arrangements and Price Limits, where it is stated that “Providers can only claim from a participant’s plan for travel costs when the support is delivered directly (face-to-face) to the participant” (page 18 and 19).
To assist us to pay you asap, please send through your amended invoice with corrected travel application.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however travel charge appears exceed the current NDIS maximum time claimable for provider travel for this support, which is 30 minutes in each direction in a MMM1-3 area. Further information is available in the NDIS Pricing Arrangements and Price Limits Guide.
To assist us to pay you asap, please send through your amended invoice with corrected travel application.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however travel charge appears exceed the current NDIS maximum time claimable for provider travel for this support, which is 60 minutes in each direction in a MMM4-6 area. Further information is available in the NDIS Pricing Arrangements and Price Limits Guide.
To assist us to pay you asap, please send through your amended invoice with corrected travel application.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however the Provider travel appears to be charged incorrectly. Provider travel is to be claimed at an hourly rate and the quantity needs to be provided in hours at a rate/unit price (not exceeding NDIS Pricing Limits).
Example
To assist us to pay you asap, please send through your amended invoice with corrected travel application.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We are reaching out today as we require a minor amendment to ensure invoice compliance prior to submission.
The funds within this support category are allocated to a ‘stated support’ which does not have the travel included as a stated support. The required travel code is {travel code}.
To assist us to pay you asap, please send through your amended invoice with corrected travel application.
Thank you for your help!
Best regards,
Hi {provider name},
Thank you for sending through your invoice.
We’d like to get this processed for you, however it appears that an incorrect travel/transport code has been used on this invoice. To match your primary support code, the block of four digits in the middle of the code need to match the primary support. In this instance, it appears that the correct travel/transport code should be {travel code}.
To assist us to pay you asap, please send through your amended invoice with corrected travel application.
Best regards,
Hi {provider name},
Thank you for emailing through your invoice, however we are unable to read the invoice as the images appear to be blurry.
To assist us to pay you asap, would you mind resubmitting the invoice in either a PDF or jpg in a clearer format?
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for emailing through your invoice, however there appears to be no invoice attached.
To assist us to pay you asap, would you mind resubmitting the invoice in either a PDF or jpg format please?
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for emailing through your invoice, however we are unable to open the invoice in the format it is in.
To assist us to pay you asap, would you mind resubmitting the invoice in either a PDF or jpg format please?
We are here if you would like any further support.
Best regards,
Hi {client name},
Thank you for emailing through your request for reimbursement. We’d like to pay you as soon as possible, however we just require your preferred bank details to make payment.
To assist us to get your invoice payment to you asap, please email to us your account name, BSB and account number.
Thank you for your help, we look forward to reimbursing you soon.
Best regards,
Hi {provider name},
Thank you for emailing through your invoice. We’d like to pay you as soon as possible, however we require your preferred bank details to make payment to. To assist us to get your invoice payment to you asap, please email to us your account name, BSB and account number.
Best regards,
Hi {provider name},
Thank you for sending through your invoice. We’d like to get this processed for you, however there appears to be a capital centre cost on a date which does not have any direct support included.
When charging a capital centre cost, it’s an NDIS requirement to comply with the NDIS Pricing Arrangements and Price Limits, where it is stated that “A provider delivering supports in one of the following Registration Groups can claim an additional amount for the costs of running and maintaining a facility (Centre) through the relevant Centre Capital Cost support item when a support item (“the primary support”) in the Assistance with Social, Economic and Community Participation Support Category is delivered in the facility”.
To assist us to pay you asap, please send through your amended invoice with corrected capital centre cost application.
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {provider name},
Thank you for sending through your invoice for payment. We are unable to process as there is insufficient details on the invoice to process. To allow us to process this claim, the NDIS have a criteria of NDIS invoice requirements to meet minimum standards.
These include:
To assist us to pay you asap, would you mind resubmitting the invoice.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thank you for your email. We’d love to be able to help, firstly we need some more information from you.
There appears to be an error as the participant’s identifier (name/NDIS number) does not have a complete match. Can you please review these details to ensure the participant’s identifier is correct.
Please send your updated invoice at your earliest convenience so we can get you paid promptly.
We are here if you require any further support.
Best regards,
Hi {provider name},
Thank you for your email. We’d love to be able to help, firstly we need some more information from you regarding a sufficient identifier for the participant. We require the participant’s full name and NDIS number on the invoice.
Please send your updated invoice at your earliest convenience so we can get you paid promptly.
We are here if you require any further support.
Best regards,
Hi {provider name},
Thanks for emailing through your invoice. Just letting you know that we don’t have a record of this participant being active with our service.
If the participant is interested in joining us, they can visit our website for a quick and easy sign-up.
Best regards,
Hi {provider name},
Thanks for emailing through your invoice for payment. We are unable to process as there is a missing service date/s.
To assist us to pay you asap, would you mind amending and resubmitting please?
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thanks for emailing through your invoice. We are unable to process this as there is no invoice number included on the invoice.
A unique invoice number is required for each invoice you submit to us.
To assist us to get your invoice payment to you asap, please send through your amended invoice with invoice # included.
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thanks for emailing through your invoice for payment.
We are unable to pay this invoice as we cannot determine the hourly rate.
As a Registered NDIS Plan Manager, we are only able to process claims up to the maximum NDIS rate which is applicable to the support. We are unable to ensure the amount being claimed is below the maximum claimable rate under the NDIS price guide.
To assist us to pay you asap, would you mind amending and resubmitting please?
We are here if you would like any further support.
Best regards,
Hi {provider name},
Thanks for emailing through your invoice for payment.
We are unable to pay this invoice as we cannot confidently determine the support provided.
As a Registered NDIS Plan Manager, we are only able to process claims which the service is clear and within the NDIS Guidelines. We can process supports which have an adequate description, e.g. lawn mowing, however a broader description, e.g. ‘Support worker’ is not sufficient.
To find an adequate description/code, please refer to the current NDIS Pricing Limits guidelines. To assist us to pay you asap, would you mind amending and resubmitting please?
We are here if you would like any further support.
Links in this email:
Best regards,
Hi {client},
Thanks for sending your proof of payment.
To complete your reimbursement, we also need an invoice. The NDIS requires both proof of payment and an invoice with the same details a provider would usually issue. Without this, we can’t process the reimbursement.
Next steps
Please provide one of the following:
Once we have one of these, we’ll process your reimbursement promptly.
Additional information
For more detail, see:
Need help?
If you don’t have one of these documents, please ask your provider to supply it and email it through to us. We’re here if you need support with this process.
Best regards,
Hi {client},
Thanks for sending your invoice. Before we can process a reimbursement, the NDIS requires proof that the item or service has been paid for.
Next Steps
Please provide one of the following documents:
Once we receive one of these, we’ll process your reimbursement quickly.
Additional information
For more detail, see:
Need help?
If you don’t have one of these documents, please ask your provider for a copy and send it on over to us. Once we have it, we’ll process your reimbursement quickly. If you need help, we’re here for you.
Best regards,
Hi {provider name},
Thank you for your email. We’d love to be able to help, firstly we need some more information from you to ensure sufficient identifiers for the business so we can process the claim.
We require:
Please send your updated invoice at your earliest convenience so we can get you paid promptly.
We are here if you require any further support.
Best regards,
Service agreement flows, quote management, and general provider correspondence.
Hi {provider},
We have received a request to update your bank details in our system as per your latest invoice, effective for payments moving forward.
If you did not make these bank account changes, please let us know immediately.
If you have any questions or concerns, please do not hesitate to contact us.
Best wishes,
Hi {provider},
Thanks for your email.
We can confirm this client is a mutual participant and has an active Service Booking for Plan Management with us. This means we’re able to process invoices on their behalf.
Need Help?
If you have any questions about invoicing or the process, please reach out, we’ll be glad to assist.
Best regards,
Hi {Support Coordinator},
Thank you for reaching out.
To add you to the participant’s file or discuss funding details, we’ll need a signed consent form or Service Agreement.
If you already have one completed, please send it through when convenient. Otherwise, you can download the consent form from the NDIS website here: https://www.ndis.gov.au/about-us/access-information/consent-forms
Please feel free to contact us if you have any questions - we’re happy to help.
Join Kismet on the last Friday of each month as we bring together Support Coordinators & guest speakers to share insights about topics relevant to the NDIS. Register here for the free webinars.
Best regards,
Hi {provider},
Thank you for sending through your quote.
There are currently insufficient funds available in this category. To respect the participant’s privacy, we’re unable to share details about their budget.
Next Steps
It’s best to contact the Participant, their Nominee or Support Coordinator. They manage the overall plan budget and can let you know what options are available.
Need Help?
We’re always here if you’d like some extra help. Just get in touch with us and we’ll take you through the next steps together.
Best regards,
Hi {provider},
Thank you for sending through your quote.
We can confirm there are currently sufficient funds currently available in the participant's plan for this support.
Need Help?
If you have any questions about invoicing or the process following this confirmation of funds, please reach out, we’ll be glad to assist.
Best regards,
Great news!
We’ve received your service agreement and we can confirm a copy has now been saved on file.
We recommend making contact with the participant/nominee periodically to ensure enough funding remains available.
Need Help?
If you have any questions about invoicing or the process, please reach out, we’ll be glad to assist.
Best regards,
Good morning/afternoon,
Thank you for your email.
We don't appear to have had a service agreement allocation for your business saved on (participant's name) file previously.
To ensure that we allocate the funds correctly, are you able to kindly confirm how much has been spent already within your service agreement, and how much should be remaining for future supports?
This will help us align our allocation correctly with your agreement.
We look forward to your response and if you have any questions, please don't hesitate to contact our friendly Customer Engagement team.
Kind regards,
Good Afternoon,
Thank you for your email.
Could you please advise of the service agreement dates for when services will be provided, to ensure the correct amount of funding is quarantined.
If the service dates are the same as the participants NDIS plan, please advise of this on the service agreement.
If you could please amend the service agreement to include the services dates & send back to {organisation accounts email}
If you have any questions, please do not hesitate to contact our office further on 1300 776 756.
Thank you
Good morning/afternoon,
Thank you for your email.
I have saved this service agreement on (participant's name) file and quarantined the funds outlined within the agreement.
If you have any questions, please don't hesitate to contact our friendly customer engagement team.
Kind regards,
Good morning/afternoon,
We received the attached service agreement from (Providers name).
Unfortunately there is insufficient funds remaining in the NDIS Plan to action this service agreement and quarantine the funding. (outline specific amount of remaining unallocated funding and/or information about other provider service agreements)
We have let the provider know we are unable to quarantine the funding outlined in the service agreement. Please reach out to the provider or directly to discuss available funding.
If you have any questions, please don't hesitate to contact our friendly customer engagement team.
Kind regards,
Good morning/afternoon,
Thank you for your email.
Unfortunately there is insufficient funds in (participant's name) NDIS Plan to action this service agreement.
Please reach out to the participant or representative directly to discuss available funding.
If you have any questions, please don't hesitate to contact our friendly customer engagement team.
Kind regards,
Provider payment enquiries, remittance questions, and payment-related follow-ups.
Hi {provider},
We’re getting in touch to let you know that the client has chosen not to approve {invoice #}.
Next Steps
If you’d like to discuss this further, it’s best to check directly with the Participant, their Nominee, or their Support Coordinator. If the invoice was rejected by mistake, they can let us know directly, and we’ll be able to process the claim for you straight away.
Need Help?
If you have any questions, or would like us to take you through next steps, just reply to this email, we’re happy to help.
Best regards,
Hi {client},
We wanted to give you an update on your invoice {Invoice #}. This invoice was submitted to the NDIS on {Invoice Submission Date}, but payment is currently on hold while the NDIA runs its standard checks.
Next Steps
As soon as the funds are released to us, we’ll process payment to you on the same business day. If you’d like to check on the status of this invoice directly, you can also contact the NDIA on 1800 800 110.
Additional Information
The NDIA’s Payment Integrity Team reviews some invoices as part of their process to reduce errors and fraud. This can mean payments take a little longer, sometimes up to an extra 6-12 weeks or more.
We’re working directly with the NDIA’s Payment Integrity Team and providing the information they’ve asked for. While the timing of payment is outside our control, we’ll keep following it up on your behalf.
Need Help?
We really appreciate your understanding while this is being resolved. We’ll be in touch with any updates, and if you’d like to check in before then, please reach out.
Best regards,
Hi {provider},
We received a reminder email for this invoice, however it has already been paid.
Please find attached your remittance advice if you can please update your bank records to receipt payment.
Best regards,
Hi [client/nominee name],
I hope you're doing well!
We've received the attached invoice for [customerName] from [provider's name] and just wanted to check in to make sure everything looks good on your end since this is the first invoice we've received from this provider.
With the increase in fraudulent activity in the NDIS space, we’re being extra careful to protect our participants, so your confirmation is greatly appreciated. Could you please let us know if you’re happy for us to process this invoice? If there’s anything that doesn’t look right, feel free to get in touch as soon as possible so we can sort it out together.
Our friendly team is always here if you have any questions or need more information. Thank you so much!
Best regards,
N.B – CC in relevant key stakeholders into email, e.g. participant/nominee/support coordinator.
Hi {client/nominee/SC/provider},
We are preparing to submit the attached invoice to the NDIS via their Provider Payment Enquiry lodgement process.
After review of your invoice, the claim does not meet the NDIS minimum claim standards to make a lodgement. Please see the information below which identifies the outstanding amendments to be made:
Please delete information not required
Once we receive your updated claim, we will lodge this with the NDIS for review.
Once lodged, we will await the NDIS to respond and advise when we are alerted of the outcome in a timely manner after contact so we can ensure you are paid as soon as possible.
Links in this email:
Best regards,
N.B – CC in relevant key stakeholders into email, e.g. participant/nominee/support coordinator.
Hi {provider},
We submitted the attached invoice to the NDIS directly as funds were expended in {client} previous NDIS plan.
The NDIS reviewed this enquiry and identified that they are unable to make payment as they determined there was insufficient justification for this payment to be made.
The NDIS has now ‘Closed’ this case. Please see response from the NDIS below:
{NDIS response}
Please reach out to the participant/nominee for further arrangements.
Let me know if you have any questions or concerns.
Best regards,
N.B – CC in relevant key stakeholders into email, e.g. participant/nominee/support coordinator.
Hi {provider},
We submitted your claim (INV-XXX) to the NDIS directly as the funds were completely expended in {client} previous NDIS plan.
The NDIS reviewed this enquiry and identified that they are able to make payment of $XXX.XX, however they determined there was insufficient justification for the remaining payment to be made.
The NDIS has now ‘Closed’ this case, however if you would like to take this matter up with them further, the Payment Enquiry number is #XXXXXXXX.
It’s important to note that the NDIS identify that it's a client’s responsibility to stay in-line with the budget of their plan and they will be personally responsible for any debts incurred which the NDIS determine to be unreasonable.
Best regards,
Hi {provider},
Thanks for reaching out to us.
We can confirm the claim/s have been submitted to the NDIS via NDIS Provider Payment Enquiry lodgment.
As the claim lodgment process is different than processing invoices within a current plan, there is typically a significant wait-time in them determining the outcome. The time varies from claim to claim, however it's often where between one and four months.
We are currently awaiting the NDIS to respond and advise us of the outcome. Once we are alerted of the outcome, we will contact you in a timely manner.
Best regards,
N.B – CC in relevant key stakeholders into email, e.g. participant/nominee/support coordinator.
Hi {client/nominee/SC/provider},
We submitted your claim/s to the NDIS directly as the funds were completely expended in {client} previous NDIS plan.
The NDIS reviewed this enquiry and identified that they are able to make a partial payment. You will receive a remittance shortly outlining the details. We are still awaiting other further NDIS information. We will be in touch when further information is provided.
Best regards,
N.B – CC in relevant key stakeholders into email, e.g. participant/nominee/support coordinator.
Hi {client/nominee/SC/provider},
Thanks for your email.
We’ll attempt to recover the funds by submitting the claim to the NDIS Provider Payment Enquiry process once the plan end date occurs.
If the plan is extended and extra funds become available, we’ll be able to process the claim straight away. Please note, the NDIS makes the final decision on whether a payment request is honoured, so we can’t guarantee approval.
What the NDIS Needs
For the Provider Payment Enquiry process, the NDIS requires the following details on invoices:
Without this information, the NDIS will reject the claim. It’s also important to remember that the NDIS requires participants to stay within the budget of their plan. If claims are found to be unreasonable, the participant may be held personally responsible for any resulting debts.
Next Steps
Please resubmit this invoice once the new plan is available. Once lodged, we’ll wait for the NDIS to respond and will update you as soon as we receive the outcome, so we can progress payment without delay.
Additional Information
For more details, see:
Need Help?
We’re always here if you’d like some extra help. Just get in touch with us and we’ll take you through the next steps together.
Best regards,
N.B – CC in relevant key stakeholders into email, e.g. participant/nominee/support coordinator.
Hi {client/nominee/SC/provider},
We can confirm we will attempt to recover the funds through submitting the claim via NDIS Provider Payment Enquiry lodgment in a timely manner. There are no guarantees the payment request will be honoured, as it will be at the discretion of the NDIS.
It’s important to note that the NDIS identify that it's a client’s responsibility to stay in-line with the budget of their plan and they will be personally responsible for any debts incurred which the NDIS determine to be unreasonable.
Once lodged, we will await the NDIS to respond and advise when we are alerted of the outcome in a timely manner after contact so we can ensure you are paid as soon as possible.
Best regards,
Category-specific support item notices (therapy, health, social participation, and more).
Hi {client/nominee},
Thanks for reaching out to us!
Thank you for reaching out to us regarding your request for a support related to an assistance animal. I can see how valuable this support would be. I’d like to provide some clarity regarding claiming for this support under the NDIS plan as this support is not automatically covered.
As per NDIS Operational Guidelines (April 2025) expenses and activities related to an Assistance Animal must be related to a NDIS Funded Assistance Animal and must be written into the NDIS plan. This includes training, ongoing maintenance costs and social activities.
Social Support
The NDIS may fund a support worker to assist you to attend an activity with an assistance dog, however these would need to be within typical social and community support limits.
Gaining NDIS Consent
There are a couple of pathways the participant can explore to potentially access funding for this support through the NDIS. This can be done by gaining written NDIS approval or getting the support built into the plan. Authority can only be provided by a NDIS Delegate or ‘My NDIS Contact’ person. To learn more, visit Kismet Healthcare – NDIS Supports. We highly recommend you refer to the NDIS Operational Guidelines to best provide the evidence required to gain this support. Please note: While Plan Managers play a vital role in managing NDIS funds, contacting the NDIS directly to gain approval for specific supports falls outside their scope. The NDIS is best equipped to provide guidance and make decisions about funding requests.
We hope this information is helpful! Please don't hesitate to contact the NDIS directly if you have any further questions. They are your best point of contact for specific inquiries regarding your plan and funding options.
Links in this email:
Best regards,
Hi {client},
Thank you for reaching out about your request for noise-cancelling headphones. We can see how valuable this type of support can be to help manage sensory sensitivities and improve participation.
The NDIS does not automatically cover noise-cancelling headphones. Some items may be funded if they meet the “reasonable and necessary” criteria, while others are not always funded.
Next steps
Supports we can process (if funding is available in your plan):
To proceed, please reply to this email confirming: “I believe I fulfil the criteria.” This lets us process the claim on your behalf.
Supports that are not usually funded:
If you’d still like these items funded, they may be considered as a Replacement Support. This means swapping them for an existing support already in your plan, but only if the NDIS provides written approval.
Additional information
For more detail, see:
Need help?
If you’d like to apply for a Replacement Support, the NDIS can guide you through the process. The requirements may vary depending on the cost, and they’ll provide the most accurate details. Once you have written approval, we’ll be able to process it for you.
Best regards,
Hi {client},
Thank you for your email. We understand how valuable sensory supports can be, and we’d like to share how the NDIS usually treats them.
Most sensory items are not automatically funded. They may be classed as day-to-day costs, not evidence-based, or not considered safe. Some low-cost items may be funded, while others require NDIS approval.
Next steps
Supports we can usually process (if under $50 and disability-related):
Other sensory items (like fidget toys, weighted items, swings, sound machines, or light projectors) are not automatically funded but may be approved if the NDIS agrees in writing.
The NDIS does not fund items like trampolines, toys, or aromatherapy.
Additional information
For more detail, see:
Need help?
If you’d like to pursue an excluded support, the next best step is to speak with your My NDIS Contact about approval. Once approved, we can process it for you.
Best regards,
Hi {client},
Thank you for reaching out about this request.
We understand how valuable these supports may be, and we’d like to share some clarity on how the NDIS views them. The NDIS does not automatically fund AI META Ray-Ban Glasses. They are often classified as day-to-day living costs, lifestyle devices, or not evidence-based.
Next steps
In some cases, the NDIS may approve these glasses as a Replacement Support. This means you may be able to replace an existing support in your plan with this item, but only if the NDIS provides written approval.
If you wish to apply, it’s recommended that your allied health provider (such as an Occupational Therapist or Speech Pathologist) prepares a report showing how the glasses would meet your disability-related needs.
Additional information
The NDIS generally does not fund devices that are for general use, such as:
For more detail, see:
Need help?
If you’d like to pursue this, the best next step is to speak with your allied health provider and then contact your My NDIS Contact. Only the NDIS can decide if the glasses can be funded as a Replacement Support. Once you have written approval, we’ll be able to process it for you.
Best regards,
Hi {client},
Thank you for reaching out to us regarding your request for massage therapy. I can see how valuable of a support this may be.
I’d like to provide some clarity regarding claiming for this support under the NDIS plan as this support is not automatically covered.
✅ Good to Process Supports
Massage which is:
We would be able to process this support if funding was available in the related category. We would require confirmation from you by replying to our email to accept acknowledgement of the ‘Funding Criteria’ as identified at the end of this email.
❌ Excluded Support Examples
Massage treatments that are not provided by an Allied Health Professions for disability related purpose, such as, relaxation, remedial massage and sports massage.
Still Want an Excluded Support Funded?
There are a couple of pathways the participant can explore to potentially access funding for this support through the NDIS. This can be done by gaining written NDIS approval or getting the support built into the plan. Authority can only be provided by a NDIS Delegate or ‘My NDIS Contact’ person. To learn more, visit Kismet Healthcare – NDIS Supports. Please note: While Plan Managers play a vital role in managing NDIS funds, contacting the NDIS directly to gain approval for specific supports falls outside their scope. The NDIS is best equipped to provide guidance and make decisions about funding requests.
Funding Criteria
The following process applies if you have selected a ‘Good to Process Support’.
In accordance with NDIS scheme rules for the support to be deemed reasonable and necessary, the support should fulfil the NDIS Reasonable and Necessary criteria.
Action Required to Process the Support
If you are satisfied:
Please reply to the email with ‘I believe I fulfil the criteria’. This will enable us to process the support on your behalf.
Please note that the allied health professional should send through an invoice which identifies their support, e.g. ‘Physiotherapy’ rather than massage.
We hope this information is helpful! Please don't hesitate to contact the NDIS directly if you have any further questions regarding the decision making of supports. They are your best point of contact for specific inquiries regarding your plan and funding options.
Links in this email:
Best regards,
Hi {client},
Thanks for your email. We’d like to give you some clarity about claiming professional services under the NDIS.
In most cases, services like general cleaning, home repairs, plumbing, painting, or yard maintenance are not funded. These are treated as everyday living costs.
Next Steps
If you’d like these supports funded, you’ll need to contact the NDIS for written approval or to have them added to the plan. We can only process services once that approval is in place.
Additional Information
The NDIS funds supports that are “reasonable and necessary.” For more information, you can explore:
Need Help?
The NDIS may fund certain services if they are directly linked to disability needs and written into the plan. This could include home modifications, specialised cleaning, or pest control where disability creates extra risk.
If you’d like to go ahead, we suggest reaching out to your My NDIS Contact as your first step. Once you have written approval, we’ll be able to process the support for you.
Best regards,
Hi {client},
Thanks for your email. We’d like to give you some clarity about claiming activity costs under the NDIS.
The NDIS generally categorises the cost of activities — such as entry fees, tickets, memberships, or recreational outings — as everyday living costs. These are seen as the responsibility of the individual, similar to how they would be for anyone in the community.
Next steps
While the activity itself isn’t always funded, the NDIS may cover the cost of a support worker to help you attend if this is considered reasonable and necessary to pursue your goals.
Examples of costs that are not funded include:
In some cases, if a provider’s hourly support rate already covers the activity (for example, group programs), then NDIS funds may be used. If the cost goes beyond the hourly rate, you’ll need to cover it personally.
Need help?
If you’d like these costs considered for funding, you’ll need to contact the NDIS for written approval or have them built into your plan. We can only process them once approval is in place.
Additional information
For more detail, see:
If you’d like to go ahead, the best first step is to reach out to your My NDIS Contact. Once you have written approval, we’ll be able to process the support for you.
Best regards,
Hi {client},
Thanks for your email. We’d like to give you some clarity about claiming for this type of support.
The NDIS categorises costs linked to everyday activities, like entry fees, sporting activities, or fitness programs, as day-to-day living costs. These are considered the responsibility of the individual, just as they would be for anyone in the community.
Next steps
Some supports may be funded if they are directly related to your disability and written into your plan. Examples include:
The NDIS does not always cover:
If you’d like an excluded support funded, you’ll need written NDIS approval or for it to be built into your plan.
Additional information
For more detail, see:
Need help?
The best next step is to contact your My NDIS Contact, as they can provide written approval. Once you have this, we’ll be able to process the support for you. Please know we’re here if you’d like any help understanding this process.
Best regards,
Hi {client},
Thank you for reaching out about your therapy request. We understand how valuable this support may be, and we’d like to provide some clarity on how it can be claimed under the NDIS.
Some therapies are funded when they are directly related to a participant’s disability. Others may need extra evidence, while some are generally not covered at all.
Next steps
Supports the NDIS usually funds (if disability related):
Supports that may need extra evidence:
Supports not usually funded:
If you’d like to pursue funding for an excluded therapy, you’ll need written approval from the NDIS or to have the support built into your plan.
Additional information
For more detail, see:
Need help?
The best next step is to contact your My NDIS Contact for written approval. Once you have this, we’ll be able to process the support for you. Please know we’re here if you’d like any help understanding this process.
Best regards,
Templates that don't fit a numbered category above.
Hi Team,
Thank you for sending us the credit note. Kindly process the refund to the following bank details:
Account Name: {Organisation legal name}
BSB: {organisation BSB}
Account Number: 3069-92967
Reference: Invoice number/s
Please let us know once the refund has been completed.
Kind regards,
Hi there,
Thank you for informing us about the overpayment/incorrect invoice issued. Please process the refund to the following bank details:
Account Name: {Organisation legal name} Transaction Account
BSB: {organisation BSB}
Account Number: 306992967
Reference: Invoice number/s
Please let us know once the refund has been completed or if you require any further details to proceed.
Kind regards,
Hi team,
This invoice has been processed and is currently awaiting payment approval from the participant/nominee. If there are any concerns with arranging payment, we will let you know as soon as possible.
Best wishes,
Hi {name}
Lovely speaking with you today.
As discussed you can now use this invoice tracking link to view a status update for your approved, submitted and paid invoices.
Please note this link wont include invoices our processing team are yet to review
I hope you find this useful.
Kind regards