Name: Provider Choice
Address: 276 Devonshire St, Surry Hills, NSW, 2010, AU
Telephone: 1300 776 246
Price range: @

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How can I access a copy of my remittance advice?

You can access any remittance advice for payments made on the Provider Portal.

Firstly, you will need to log into the Provider Choice portal - you can log in here. If you don't already have an account, you’ll need to register using the email address that we send your remittance advice to.

Once logged in, you can access your remittances under Remittances on the left-hand menu.

This page will list all of your remittances, with the name and created date reflecting the date of payment. You can also use the search function to search the date to filter the list. You can choose to export as a PDF or an excel file, depending on your needs. Select your option in the drop down box on the right and then you can select the download icon next to the relevant remittance.

You can access these remittances at any time after payment is made to identify any payments made an the invoices that they apply to.

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How do I create an account for the Provider Portal?

You can sign up to the Provider Choice Provider Portal here: https://app.providerchoice.com.au/signup and select I am a Provider and want to create an account for the provider portal.

‍You will need to sign up using the same email that we send remittance to, and will create a strong password.

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This will take you to your dashboard. If you are a new provider with Provider Choice, your dashboard will be set up once we receive your first invoice.

The landing page will show you your invoices, their status and payment details.

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You can use the left-hand menu to navigate the portal:

Invoices - the landing page which shows you your invoices, their status and payment details
Remittances - where you can search, view and download your remittances for payments received
Welcome Pack - where you can access a copy of our Welcome Pack with handy information
Settings - where you can edit your company, address or bank details (safely under MFA)

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How do I endorse Provider Choice as a Plan Manager in the PACE portal?

With the new NDIS PACE system, you need to first endorse any plan manager you want to work with. This just means you have to call the NDIS (on 1800 800 110) to tell them who your new plan manager is. You can also do this with your Local Area Coordinator (LAC). We’ve written this script to help your call, pre-filled with important details about Provider Choice.

Hi there.

My name is [Your Name], and I am a [participant / plan nominee] in the NDIS. My NDIS number is [Your NDIS number].

My NDIS plan is on the new PACE system. This means that I have to endorse my plan manager by speaking with you. Could you please endorse Provider Choice Plan Management as my plan manager for my NDIS plan. (If asked, Provider Choice’s provider registration number is 4050041521).

I want to endorse Provider Choice from the date my plan started, which is [Your NDIS plan start date].

Can you please confirm this has been completed and that Provider Choice will be able to begin services for me straight away? (They should be able to tell you “yes.”)

‍Important tips!

Make it clear to the person on the phone that your NDIS plan is on the new PACE system.
Make sure that they confirm that Provider Choice Plan Management is being endorsed by telling them the provider number (4050041521).
It is crucial to begin the endorsement from your plan’s start date. This makes sure all invoices that fall within your plan dates can be processed.
Stay on the phone until they have told you the endorsement is finalised. It should be completed in one phone call. They should not tell you that it will take time to complete this - the endorsement process is instant.

Have questions or would like someone to talk you through this process? You can call the NDIA on 1800 800 110. We’re also here to help - you can contact our Plan Management team on 1300 776 246.

How do I read my remittance statement?

After payment is made, you will receive a remittance advice to your allocated email address which shows all relevant information to the payment which has been made.

Provider details - provider Name, ABN and account details
Paid Date - date payment was made
Amount Paid - total of amount paid for invoice(s) listed on the remittance
Invoice details - invoice number and invoice date for relevant claims (note that the remittance advice will show all invoices relating to that payment, so more than one invoice may be listed)
Client - participant name which the invoice has been claimed under
Invoice details - service dates, codes, items and invoiced amounts claimed per invoice received
Paid - paid amount for each invoice line and total invoice

How do reimbursements work?

As well as paying providers directly, there may be times where you make payments for goods or services up-front and require reimbursement from Provider Choice.

Participants would have received the Provider Choice Reimbursement Form. This form is to collect details to enable participants to claim reimbursement for approved products and services that you have paid for out-of-pocket.

We will keep your details on file so that when you send through reimbursement requests, we have your details ready-to-go and can ensure your reimbursement can be made promptly.

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What do I need to send through when I have a reimbursement request?

It’s important that when you are sending a reimbursement request that this is either:

A tax invoice which reflects payment being made and $0.00 owing, or
A receipt of payment

In order for us to process the reimbursement the receipt must clearly show:

the service dates
the service provided
the cost of the service
the provider's ABN
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Where do I need to send my reimbursement request?

Participants can send receipts to invoices@providerchoice.com.au for processing.

If you can include the word ‘Reimbursement’ in the email subject line or in the body of the email, this will help us to easily identify your request as a reimbursement.

We will use the information that you provide to submit a claim to the NDIS for us to then reimburse the funds into your nominated bank account (per your Provider Choice Reimbursement Form). Once we make payment, you will be sent a remittance advice via email with details of the payment for your records.

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How have funding categories changed under PACE?

PACE is the NDIA’s new computer system. It will eventually replace the Agency’s existing Customer Relationship Management (CRM) system. This new system is designed to improve connections between participants and the NDIS. These improved connections will allow NDIA staff and partners to have more time supporting people with disability to access supports.

PACE plans have already started to be rolled out, with many Provider Choice participants now having PACE plans.

We will only be able to claim for categories which are Plan Managed under a participants PACE plan.

Under PACE, there are six new Support Categories:

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You can read more about PACE on the NDIS website and access the PACE fact sheets for further information.

Invoicing for PACE participants

What is PACE?

PACE is the NDIA’s new computer system. It will eventually replace the Agency’s existing Customer Relationship Management (CRM) system. This new system is designed to improve connections between participants and the NDIS. These improved connections will allow NDIA staff and partners to have more time supporting people with disability to access supports.

PACE plans have already started to be rolled out, with many Provider Choice participants now having PACE plans.

Instead of having Service Bookings, participants will endorse their chosen Plan Manager under the PACE system. Endorsing a Plan Manager will give the provider access to the funding under that plan from the date of endorsement only.

The endorsement date is not necessarily the start date of the participants plan. If this is the case, the participant/nominee will need to contact the NDIS to adjust the endorsement date to the start date of the plan in order for us to access funds for the entire plan period.

Provider Choice needs to be recorded as the participants ‘Plan Manager’ in order to process invoices.

If we have been unable to process your invoice due to not being listed as a Plan Manager, this means that the participant has not endorsed Provider Choice as their Plan Manager, or we have been endorsed incorrectly.

Sometimes we are endorsed under ‘My Provider’, however this does not endorse us as a Plan Manager. We need to be recorded under the ‘Plan Manager’ role in order to access the participant plan to process invoices. Sometimes we haven’t been endorsed at all.

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You will need to contact the participant, nominee or Support Coordinator to discuss your invoice if:

Provider Choice is not recorded as a ‘Plan Manager’ on the participants PACE portal
the date of services on the invoice is prior to the date of endorsement
the category of services provided on the invoice is not included in the participants PACE plan (you can find out more about the updated PACE categories here: How have funding categories changed under PACE?)

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We will email you to advise if any of the above applies to your invoice, so that you can take the next steps.

You can go to the NDIS Website My providers for further information.

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My bank details have changed - how do I update them?

You can update your bank details on the Provider Portal - this means you can ensure your details are correct and up-to-date and advise us safely and securely of any changes.

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Once on the portal, you can view your Invoices and their status, access Remittances and view our Welcome Pack. To change your bank details, you will need to go to Settings.

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If you haven’t already, you will be asked to set up multi-factor authentication. You can do this via an Authenticator App or by Text message - this ensures that your account details are safe and secure.

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Once multi-factor authentication has been set up, you will be able to update us of any changes to your ABN, address or bank details. Once saved, this will trigger an update of your account in our system so that your details remain current and up-to-date based on the information you have supplied.

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My invoice cannot be processed due to insufficient funds - what do I do now?

There are times when we will be unable to process your invoice (either partially or at all) due to insufficient participant funds. This means that the participant you have invoiced for does not have sufficient funds remaining under the invoiced category/line item to claim the invoice.

There are two options:

If there is an alternative line item you can invoice for, please amend the invoice and send it to invoices@providerchoice.com.au so that we can reprocess the outstanding balance. If you are sending us an amended invoice - please ensure the invoice number is not changed so that we know this is an amendment.
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If you’re not sure which line item to use, you can discuss this with the participant/nominee or Support Coordinator. Plan Managers are unable to discuss a participant’s available funding with providers.
If there is no alternative line item, we can submit the invoice to the NDIS as a manual payment request. We can only submit this request once the relevant NDIS plan has ended, and it is important to note that payment is at the discretion of the NDIS.
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In order to do this, the invoice will need to be amended to show the outstanding balance only (if partially paid), and will need to include all of the information found under Invoice Requirements on the NDIS website - Getting Paid. Failure to include all of this information will result in a payment rejection from the NDIS team.

If you are not familiar with NDIS pricing, the NDIS provides helpful resources for providers on their website: Pricing Arrangements.

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My invoice cannot be processed due to the category not being available - what does this mean?

There are three ways that a category of funding can be managed within a participants NDIS Plan:

Self-managed: the participant, or their plan nominee or child representative, manages their own funding and pay their providers directly

Agency-managed: the NDIA manage the funding and pay providers.

Plan-managed: A registered Plan Manager (Provider Choice) manages the funding and pays your providers.

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We are only able to claim for services provided that fall into Plan Managed funding categories.

If we are unable to process an invoice due to the category not being available, this may mean:

the category invoiced is not included in the participants NDIS plan
the category invoiced is Self-managed or Agency-Managed

It is best to speak with the participant, nominee or Support Coordinator to confirm the available plan funding and determine if the funding category is available and how it is managed. Plan Managers are unable to discuss a participant’s available funding with providers.

If an alternative Plan Managed category can be used for the service provided, you can amend the invoice and resubmit for payment to invoices@providerchoice.com.au.

You can find the NDIS Pricing Arrangements and Price Limits on the NDIS website which includes all current line item numbers and supports to assist you when invoicing for NDIS participants.

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My invoice cannot be processed due to the services being outside of the plan dates - what does this mean?

All NDIS plans have a start and end date. Plan Managed participants have choice and control to choose who their Plan Manager will be at any time in their plan.

If a service you have provided is outside of the dates that we were the chosen Plan Manager for the participant, we will be unable to process these dates on the invoice.

You will need to speak with the participant, nominee or Support Coordinator to confirm how to claim your invoice. Some possible scenarios are:

the funds are NDIA Managed or Self-managed on the date of service
the service date is within a previous NDIS plan where a different Plan Manager managed the funds
the participant has changed Plan Managers mid-plan, and the services will need to be claimed from the new Plan Manager who now holds the plan funding for that date*

*Please note that when a participant changes Plan Managers mid-plan, all funds are released from the Service Booking for the new Plan Manager to create a Service Booking for the entire plan period.

For example, Plan Manager A is the Plan Manager for John Doe 02/02/2023 - 01/02/2024. On the 12/05/2023 John Doe moves to Plan Manager B. Plan Manager A will release all funding for John Doe, and Plan Manager B will create a service booking with the remaining funds for the full plan period 02/02/2023 - 01/02/2024 (not just from the 12/05/2023). Plan Manager A will no longer have access to process any invoices for John Doe. All invoices will need to be directed to Plan Manager B, regardless of date, for the remainder of the plan.

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My invoice has been partially paid due to being over the price cap/limit - what does this mean?

As part of the National Disability Insurance Scheme (NDIS), there is price regulation in place to ensure that participants receive value for money in the supports that they receive. These regulations are referred to as price limits/price caps.

NDIS Pricing Arrangements and Price Limits are published by the NDIS to assist participants and providers in understanding the price limits which apply. It also provides information on the current (and previous) price limits for each support item and indicates which claim types (travel, non-face-to-face, etc.) apply for each price-limited support item.

You can find the NDIS Pricing Arrangements and Price Limits on the NDIS website.

Price limits are the maximum prices that providers can charge NDIS participants for specific supports, and we are unable to claim over the price limit. Different price limits apply depending on the location of the participant, and if the NDIS considers them to be in a Standard, Remote or Very Remote location.

If GST is applicable to a support, the price limit is inclusive of GST.

Please ensure that all invoices fall at or below the relevant price limit to ensure that invoices can be processed in full. When an invoice is issued with a unit price above the relevant price limit, we will send you an email to let you know that the invoice has been partially funded by the NDIS up to the relevant price limits for the dates on the invoice so that you are aware.

Temporary Transformation Payment (TTP) discontinued from 1 July 2024

The Temporary Transformation Payment (TTP) for disability support worker-related supports has ended on the 1st of July 2024. This is in line with the updated NDIA Pricing Arrangements and Price Limits.

While providers can continue to invoice TTP loading for services provided prior to the 30th of June 2024, services from the 1st of July 2024 will no longer be able to be invoiced using TTP line items.

The NDIS is encouraging providers to review and adjust service agreements with participants as needed, ensuring clear communication about the TTP ending.

In addition, providers will need to update their invoices to include the standard support item codes and price limits.

Any invoice for services from the 1st of July 2024 which includes TTP line items will not be able to be processed.

Don’t worry - we will email you to advise why we have been unable to action your invoice, and request an amended invoice which reflects the standard support item codes and price limits for processing.

You can refer to the Pricing updates – announced 18 April 2024 on the NDIS Website for further information, or contact the NDIS on 1800 800 110 for support.

Updated NDIA Pricing Arrangements and Price Limits 01 JULY 2024

On the 28th of June 2024, the NDIA issued a new Pricing Arrangements and Price Limits valid for services from the 1st of July 2024.

The Pricing Arrangements and Price Limits sets the maximum price limits that NDIS providers and health professionals are permitted to charge when providing services to NDIS participants.

Some of the key changes include:

Increasing the price limits for supports across a range of categories
Adjusting the short-notice cancellation period for different services to better reflect market norms
New service code line items for Support Coordination and Psychosocial Recovery Coaching under Capacity Building - Finding and Keeping a Job (10_), and
Discontinuation of Temporary Transformation Payment (TTP) line items

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You can view the updated Pricing Arrangements and Price Limits on the NDIA website here: https://www.ndis.gov.au/providers/pricing-arrangements

As a provider, it is important that you read and understand the Pricing Arrangements and Price Limits set by the NDIA to ensure that you are eligible to bill under certain line items and that your invoices are within the NDIS price limits.

For further information, head to the NDIS Website to see more about the pricing updates and what these changes mean for you, or call the NDIS on 1800 800 110 for support.

For details about invoicing for Provider Choice participants, follow this FAQ: https://providerchoice.com.au/provider-faqs/what-information-do-i-need-to-include-on-my-invoices

‍To understand what happens when you invoice above the set NDIS price limits, follow this FAQ: https://providerchoice.com.au/provider-faqs/my-invoice-has-been-partially-paid-due-to-being-over-the-price-cap-limit

What happens if I invoice under a retired/deactivated line item code?

The NDIS will sometimes update the NDIS Pricing Arrangements and Price Limits support catalogue and make changes in line with price regulation and NDIS updates. These changes can include:

changing/updating support item codes
retiring/deactivating certain support items
consolidating multiple item codes into a singular code

In doing so, codes can become outdated and not in line with the NDIS Pricing Arrangements and Price Limits.

We are unable to claim using a retired or deactivated line item code as these requests are rejected by the NDIS. If you invoice using a retired or deactivated line item code, we will email you to request an amended invoice

You can refer to the NDIS Pricing Arrangements and Price Limits which includes all current codes, descriptions and price limits for active support items.

What information do I need to include on my invoices?

Invoices with all of the following information meet the NDIS invoicing requirements and will allow our team to prioritise these invoices, ensuring faster payment and reducing any cause for delay.

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Your business and invoice information

Provider name
Australian business number (ABN)
Payment details (BSB and account number)
Email for remittance
Unique invoice number to avoid duplicate payments
Date of issue

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The participant’s information

Participant’s full name
Participant’s NDIS number ‍

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The details of the support provided

NDIS support item number (as listed in the NDIS Pricing Arrangements and Price Limits)
Brief description of the support provided
Rate and quantity for each support provided
Date and hours for each individual support item delivered
GST component if applicable (most services are GST free)
* Please note: If GST is applicable to a support, the price limit is inclusive of GST
Total amount due

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Having the right information in the best possible format will ensure your invoices are processed quickly and meet the NDIS invoicing requirements. The ideal invoice includes all the information mentioned previously.

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The best formatting for key information as per the below invoice example:

Participant NDIS number: A number with 9-digits and no spaces in between.
Support date/s: An individual date of when each support was delivered is provided per line item and not as a date range.
NDIS support item number: A number formatted as per the NDIS Support Catalogue for the relevant support provided is included in the description for each line item.

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What is the Group and Centre Based Social and Community Participation Supports pricing transition?

The transitional pricing arrangements for group and centre based social and community participation supports ended on the 31st December 2023. As a part of this transition, a large number of group and centre based support codes were retired and deactivated by the NDIS.

We are unable to claim using retired codes as any claims for retired supports are rejected by the NDIS.

The new pricing arrangements must be used from 1st January 2024. If you are a provider delivering group-based social and community participation supports, you will need to ensure that your invoices include the current line item codes for claiming.

If you send through an invoice using retired codes for a 2024 service date, we will email you to remind you of the transition and request an amended invoice for processing.

If the service dates are prior to 31st December 2023, the previous transitional codes can still be used. The updated codes are only required for services provided from the 1st January 2024.

Need further information?

You can find the current pricing arrangement codes under the heading “Group and Centre Based Activities” in the NDIS Pricing Arrangements and Price Limits document
You can refer to the NDIS website Group and Centre Based Social and Community Participation Supports – Pricing Transition for further information and resources, or contact the NDIS on 1800 800 110 for support

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What you need to know about refunds

I need to organise a refund. What’s the process?

If you need to refund an amount to Provider Choice, please use the below account details

Acc Name: TMBJCS Pty Ltd
BSB: 082356
Acc No.: 917043707

Please quote the invoice number as reference for the payment and send us the remittance once payment is made to invoices@providerchoice.com.au.

Why don’t you accept credit notes?

Unfortunately, we can’t hold funds for participants. Our role as a NDIS Plan Manager is to process payments for invoices received for services that have occurred, or purchases that have been made. Each invoice must be submitted to the NDIA using the service date(s), line item(s) and amount(s) to truthfully represent the services/items received/purchased.

Participant NDIS plans have a start and end date and are divided into multiple categories where funds are not transferable. Invoices that have been claimed to the NDIA for a specific service date, line item and amount must be for a service/item that was actually received/purchased on that date which matches the details of the claim.

For example, if a credit is retained by a provider for a cancelled Support Work service for Saturday 9th December 2023 and then applied to a future invoice with a service date of a weekday 21st February 2024, the NDIS claim for Saturday 9th December 2023 no longer matches the dates, services and item that was delivered. In addition, as plans end and change, there are risks of invoices being claimed and paid from the incorrect plan.

These claims would no longer be NDIS compliant.

To remain compliant, if there are changes to the services delivered or goods received, we require a refund so that any claimed funds are returned to the participants Service Booking.

I have amended an invoice after it was paid. Can I only refund the balance?

Yes, we now accept partial refunds.

Why can't I invoice for future-dated services?

Plan Managers can only make a claim once a support has been delivered, and an invoice has been raised. We are unable to process an invoice with a future-dated service date.

If we receive an invoice with a future-dated service, we will email you to advise that we are unable to process your invoice. You will need to send through your invoice once the service has been delivered and the details of the invoice are accurate per the services delivered.

Per NDIS guidelines, prepayment is generally not permitted for supports or services. For some higher cost supports, you may be able to claim prepayment before the support is delivered.

Prepayments without written approval from the NDIA can only be claimed in the specific circumstances outlined in the NDIS Pricing Arrangements and Price Limits under ‘Prepayments’ or you can contact the NDIS on 1800 800 110 for further information.

Why can’t Provider Choice tell me which support item number to use on my invoice?

A line item number is a number that lets the NDIS know the exact support type that has been provided.

Providers are responsible for ensuring that the claims for payment that they make accurately reflect the support delivered, including the frequency, volume and type of support (support item number). Plan Managers are unable to discuss a participant’s available funding with providers. You can refer to the NDIS Pricing Arrangements and Price Limits which includes all current codes, descriptions and price limits for active support items.

As a Plan Manager, when making claims to the NDIS Provider Choice must include the relevant NDIS support item number for the services provided on the invoice.

This information (the description of the service and, where possible the specific support item number) being included on the invoice ensures that the claims we are making on your behalf are being allocated against the correct funding of the participant that you are supporting, and are in line with the funding provided in their NDIS plan. It also ensures that all required information is available on the invoice in the case of an NDIS audit of any claims.

Plan Managers are not in a position to be able to support providers on which line item is appropriate for the supports being provided, but if you do need some support choosing the best support item you can contact the participant, nominee or Support Coordinator to discuss the available plan funding, or contact the NDIS on 1800 800 110 for assistance.

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What you need to know about invoicing for participants who are Plan Managed

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What you need to know about invoicing for participants who are Plan Managed

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Keep up-to-date on recent NDIS updates