Why Has My NDIS Invoice Not Been Paid?

There are five common reasons an invoice may be delayed. 

1. Your plan manager hasn't received it 

Your provider may have sent the invoice to the wrong email address or plan manager. 

Ask your provider when and where they sent it. 

2. Information is missing or incorrect 

An invoice may need to be corrected before it can be paid. 

For example, the service dates, support item number or provider details might be missing or incorrect. 

The NDIS Guide to Getting Paid explains the information needed for payment claims. 

3. The invoice is waiting for approval 

Your plan manager may need you to approve an invoice, depending on your agreed approval arrangements. 

Check whether you've received an approval request. 

4. There may be a funding issue 

There may not be enough available funding in the relevant budget or funding period. 

Your plan manager can help explain the available balance and whether the support can be claimed. 

5. The NDIA is checking the claim 

Sometimes the NDIA reviews a claim before releasing payment. 

It may ask for more information to confirm that the claim meets NDIS rules. 

The NDIS payment guidance explains why claims may be delayed, reviewed or rejected. 

Start by contacting your plan manager. 

Ask these four questions: 

• Have you received the invoice? 
• Has it been approved and submitted to the NDIA? 
• Is anything missing or holding up payment? 
• What needs to happen next, and when will I receive an update? 

You can also ask your provider to confirm the invoice number, date and amount. 

Think of it like tracking a parcel. Once you know where it has stopped, it's easier to work out what happens next. 

Payment times depend on when the invoice is received, whether it needs approval and how long the NDIA takes to process the claim. 

The NDIA expects plan managers to pay providers or reimburse participants within two business days of receiving payment from the NDIS. 

This is not a guarantee that the full invoice process will take two days. 

You can read the NDIS guidance for plan managers for more information. 

For Kismet's published payment information, see our guide How Quickly Does Kismet Pay Invoices? 

If a provider says they may stop delivering supports, act promptly. 

• Ask which invoices remain unpaid. 
• Contact your plan manager and explain that your supports may be affected. 
• Ask what is holding up payment and what needs to happen next. 
• If you have a support coordinator, ask them to help resolve the issue. 

If the support is essential, explain why an interruption would be serious. 

An unpaid invoice doesn't always mean your NDIS funding has run out. Check the reason before making changes to your supports. 

That depends on your plan manager and the tools they provide. 

If you have access to Kismet's budget tools, you can view invoices that have entered processing, including their details and history. 

If an invoice is missing, contact your plan manager to confirm it was received. 

Kismet's guide to viewing invoices explains how to find invoice information online. 

You can also read the Kismet Plan Management FAQ for help with invoice questions. 

Your plan manager should help you understand why a payment is delayed and what needs to happen next. 

The NDIS guidance for plan managers includes helping participants resolve payment disputes. 

If you're not getting answers, you can raise a complaint or consider another plan manager. 

Related guide: My NDIS Plan Manager Isn't Responding. 

You can also learn about choosing or changing an NDIS plan manager.