If you've heard the term 'Payment Enquiry' and aren't sure what it means, you're in the right place.
A Payment Enquiry, sometimes called a Manual Payment Request, is something a plan manager submits when they can't process your invoice the usual way. It's more common than you might expect and understanding how it works can help you know what to do next.
What is a Payment Enquiry?
Sometimes a plan manager doesn't have the access they need to process your invoice directly. When that happens, they submit a Payment Enquiry (PE) on your behalf, asking the NDIS to process the payment manually.
You'll sometimes hear it called a Manual Payment Request. It means the same thing.
When would a Plan Manager need to submit a PE?
Here are some common situations:
- The participant has insufficient funds: If a participant doesn't have enough funding to cover your invoice, you'll usually need to wait until their plan ends before a PE can be submitted. Plan managers generally can't submit one while a plan is still active.
- No access to an expired NDIS plan: This can happen if your participant has changed plan managers since you delivered the support. If the new plan manager doesn't have access to process the invoice normally, they may submit it as a PE instead. It's worth first checking whether the previous plan manager still has access to the funding. If they do, asking them to process your invoice directly could get you paid faster.
- A technical issue with processing: Sometimes invoices are rejected by the NDIS for unclear reasons. If this keeps happening, it may be a technical issue and the plan manager may submit a PE so the NDIS can review it manually.
- The participant has sadly passed away: The NDIS usually keeps budgets open for up to 90 days after a participant passes, allowing invoices for supports already delivered to be processed. If the service booking was closed earlier, a PE will be required.
Note: PEs can only be submitted by a Plan Manager if the funding is plan managed. If a participant’s funding is self managed or NDIA managed, the participant or their nominee is responsible for submitting their own PE.
What does the process look like?
Step 1: The plan manager submits your invoice
Once submitted, the NDIS will review the PE. This can take anywhere from a few weeks to four months.
Your plan manager can see the current status (Open, In Progress or Closed) but can't speed up the process or see more detail beyond that.
Step 2: The NDIS reviews it
The NDIS will take some time to review it and decide on the outcome. The time this takes can vary from a few weeks to 4 months.
If the NDIS needs more information or any updates to your invoice, they'll reach out to the plan manager, who will then contact you. Respond as quickly as you can. The NDIS typically expects a response within 5 business days.
The NDIS will only communicate directly with the plan manager who submitted the PE. They won't contact you directly, even though it's your invoice, so your plan manager will keep you updated on any progress. If you want to check in at any time, contact your plan manager and provide your submission ID.
Note: While a Plan Manager can’t tell you exactly when the NDIS will respond, they can see the status of the PE (Open, In Progress or Closed). The NDIS do not give Plan Managers contact details to find information beyond the status.
Step 3: The plan manager lets you know the outcome
Once the NDIS responds, your plan manager will be notified and will pass the outcome on to you.
If your PE is approved, the plan manager will receive the payment within 5 business days and will pay you from there, along with a remittance or beneficiary statement.
Note: It's important to know that PEs aren't always approved. The NDIS reviews each one individually and can decide to pay in full, pay partially, or not at all.
How do I prepare my invoice for a PE?
Getting your invoice right gives your PE the best chance of success. Missing information can lead to delays or even rejection.
Two things to focus on:
- Make sure it includes all required information
- Make sure that information is clear and easy to find
Tip: If part of your invoice has already been paid, remove those charges so only the outstanding balance is showing. This avoids any confusion about what you're claiming and the NDIS payments team will often request this amendment before progressing the submission. This is one way to speed up the decision process.
Download our free invoice template or check our perfect invoice checklist to make sure everything is in order before you submit.
Still need help?
Payment Enquiries can feel uncertain, especially when you're waiting on the NDIS for a response. If you'd like to talk it through with someone who knows the scheme well, our Gurus are here to help. Book a Guru session here.
