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

Frequently asked questions

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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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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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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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.

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