NDIS Guide
An NDIS plan manager payment error is stressful because it can leave a provider unpaid or leave your budget showing the wrong balance. The good news is that most errors have a simple cause and a clear fix, and you do not need to know the NDIS rules in detail to start the process. This guide covers what counts as a payment error, five steps to sort it out, how to write to your plan manager, and where to go if they do not fix it. For background on the role, see what an NDIS plan manager does.
What counts as an NDIS plan manager payment error?
A payment error is any time the money that leaves your plan does not match what should have been paid. You might notice it because a provider tells you they have not been paid, or because a statement does not add up. Four kinds come up most often.
01
Wrong amount
The provider was paid more or less than the invoice total. An underpayment leaves the provider out of pocket. An overpayment can leave your budget lower than it should be.
02
Duplicate or wrong provider
The same invoice was paid twice, or the payment went to the wrong provider or bank account.
03
Wrong budget category
The payment was taken from the wrong part of your plan, such as capacity building instead of core supports. See our guide to NDIS budget categories for how they differ.
04
Invoice rejected in error
A valid invoice was refused or held up because of a mistake, and the provider is still waiting to be paid.
Why payment errors happen and how to spot them early
Most errors start with the paperwork rather than with anyone acting in bad faith. A typo in an invoice total, a support item that does not match your plan, or bank details that changed can all lead to a wrong payment. A plan manager can also make a mistake when they enter an invoice or choose which budget line to charge.
The easiest way to catch a problem early is to read your statement each time you get one. The NDIS says your plan manager gets your approval before submitting claims, so check each invoice you approve. Plan managers must also give you a monthly financial statement showing how much of your plan you have spent, your remaining balance and any concerns about overspending. Look at three things: does each payment match an invoice you know about, is the amount right, and does the balance look sensible for the month. If you are still choosing a provider, our guide to how to choose an NDIS plan manager lists the budget-visibility questions worth asking up front.
How to fix an NDIS plan manager payment error in 5 steps
Work through these in order. Each step builds the record you may need if the problem drags on.
Step 1
Gather the paperwork
Collect the invoice, your latest statement and any messages about it. Note the date of the invoice, the amount that was paid and the amount that should have been paid. If you have a service agreement with the provider, keep that handy too.
Step 2
Check with the provider
Ask the provider what they received and when. Sometimes the payment has landed and the provider has not matched it to the invoice yet. Do not pay the provider from your own pocket without checking with your plan manager first, because a double payment is harder to untangle.
Step 3
Write to your plan manager
Send a short message that sets out what happened and what you want done. Writing keeps a record, so use email or your plan manager’s portal rather than only phoning. The NDIS lists helping to resolve payment disputes as one of a plan manager’s tasks, so it is reasonable to expect them to help. The next section lists what to include.
Step 4
Ask for a fix and a date
Ask what they will do to correct it and by when. If money went to the wrong place, ask how they will recover it and whether your budget will be restored. Get the answer in writing.
Step 5
Check the correction went through
Once they say it is fixed, confirm it. Ask the provider whether they have been paid, and check your next statement. The section on checking your budget explains what to look for.
What to include when you write to your plan manager
A clear message gets a faster answer. Keep it short and stick to facts. Include:
- Your name and NDIS number
- The provider’s name and the invoice number and date
- The amount that was paid, the amount that should have been paid, and the date of the payment
- What you have noticed, such as a duplicate payment or a payment to the wrong provider
- What you would like done, and the date by which you would like an answer
Attach the invoice and the statement line. If you are a parent or carer writing for someone else, say so, and use the name your plan manager has on file.
How to check your budget was corrected
This is the step people skip. A correction for the provider does not always mean your budget was put right, so check both.
Open your next statement or portal view and compare it with the one before. If a payment was made twice, the second amount should have been returned or the provider should have a credit against your next invoice. If money came out of the wrong budget category, the amount should be back in the right one. If the balance still looks wrong, tell your plan manager which line and by how much.
Because plan management is funded by the NDIA at about $104.45 a month as a separate budget line, your plan manager’s fee does not come out of your supports. That means you should not see it reduce the balances you use to pay providers. Our guide to NDIS plan management explains how the budget lines fit together.
When to escalate: complaints, the NDIS Commission and switching
If your plan manager does not respond or does not fix the problem, you have four places to go, and you can use more than one.
Use their complaints process. Ask your plan manager for their complaints process and make a formal complaint in writing, so there is a record of what you raised and when.
Call the NDIA about claims, funding and payments. The NDIS Commission says issues with providers getting paid after supports are delivered, and questions about the funding in a plan, are matters for the NDIA. Call the NDIA on 1800 800 110, or see how the NDIS explains how to give feedback.
Report a conduct or quality concern to the NDIS Commission. The Commission receives complaints about plan managers and support coordinators. It can help with concerns such as a provider not responding to complaints, an unfair price, a conflict of interest or misuse of NDIS funds. It does not resolve individual disputes or deal with unpaid invoices, so use it for conduct and quality rather than to get one payment fixed. You can report an issue online or call 1800 035 544, and a family member, friend or independent advocate can help you. The Commission’s page on support coordination and plan management explains its work in this area.
Switch plan managers. You can change plan managers at any time with no cost or penalty. If errors keep happening, our guide to how to switch NDIS plan manager shows you how, and our comparison of the best NDIS plan managers helps you find a provider with a better record on payments and communication.
Not sure which plan manager is right for you?
Tell us about your situation — we'll match you with the most suitable NDIS plan manager. Free, takes 2 minutes, no obligation.
Find my plan manager — submit a free inquiryFrequently Asked Questions About NDIS Plan Manager Payment Errors
What should I do if my plan manager pays the wrong amount?
Gather the invoice and your latest statement, then write to your plan manager with the amount paid, the amount that should have been paid and the date. Ask how they will correct it and by when, and check afterwards that both the provider payment and your budget balance are right.
What if my plan manager paid the same invoice twice?
Tell your plan manager straight away and ask how they will recover the extra payment. Ask whether the provider will refund it or credit it against your next invoice, and confirm that your budget balance is restored. Do not pay the provider yourself without checking first.
Do I have to pay back money my plan manager sent by mistake?
Start by asking your plan manager how they intend to fix it, and ask for their answer in writing. If you are unsure about your position, you can also call the NDIA on 1800 800 110 to ask about your plan.
Who can I complain to if my plan manager will not fix a payment error?
First use your plan manager’s own complaints process. For problems with claims, funding or payments, call the NDIA on 1800 800 110. If you are worried about the plan manager’s conduct or quality of service, you can report it to the NDIS Quality and Safeguards Commission online or on 1800 035 544. The Commission does not resolve individual disputes or unpaid invoices.
Can I change plan managers if they keep making errors?
Yes. You can switch plan managers at any time at no cost. Read our guide to choosing an NDIS plan manager first so you know what to ask the next provider about payment accuracy and reporting, then compare options in our NDIS plan manager comparison.
How can I stop payment errors happening again?
Read each statement when it arrives, keep your own record of invoices you have approved, and ask your plan manager to confirm large or unusual payments before they go out. A written service agreement that sets out how invoices are checked also helps.