I've placed an order using my NDIS funding - Now What?

When you choose 'NDIS payment' at checkout, you can place an order without providing financial details like a credit card. For more information on how NDIS works click here.

Once you have placed the order, our customer service team processes the issuing of an invoice for payment (for Plan-Managed or Self-Managed funding) or lodging of payment (for Agency-Managed or PACE funding).

Similarly to your standard online shopping experience, payment must be completed before your order is dispatched.

Here, you will find information on what to expect on when to receive your order, depending on the payment method you use on our website. Payment options include upfront payment, NDIS Plan-Managed funding, NDIS Agency-Managed funding, NDIS-PACE, NDIS Self-Managed funding, or Home Care Package (HCP) funding.

But first, please note the following important points:

If the participant’s funding is Plan Managed and payment has not been made at the checkout, we issue the invoice to the Plan Manager for processing. We will wait for payment from your plan manager before dispatching your order.

Brief Overview of How Plan Managed Funding Works:

1. A plan manager receives the invoice from us via email (PDF).
2. They will lodge the invoice with the NDIA. The timeframe in which a Plan Manager receives the invoice and then lodges it with the NDIA will vary and it is best to confirm with your Plan Manager directly on this timeframe.
3. Once lodged, they will wait to receive confirmation from the NDIA on whether the invoice has been successfully processed or an invoice has been rejected. With the introduction of PACE, this process now typically take around 10 days.

PLAN MANAGED - Successfully lodged & paid: The plan manager will receive the funds into their account and then they will process payment to us. Some plan managers opt to process payment to us specific payment cycles but this does vary depending on the plan manager. The process of funding being taken out of the participant’s plan, received by the plan manager and then paid to us typically occurs with 5 business days. Once we receive the payment, we can proceed with the processing & dispatch of the order.

PLAN MANAGED - Invoice Rejected by the NDIA: If an invoice is rejected by the NDIA, this is usually due to insufficient funds being available. This can be because the funding has already been used or sometimes the funding has simply been quarantined to a particular provider. If funding is quarantined, the participant (or support network) would need to contact the company who has quarantined funds and request them to release funds.

PLAN MANAGED - Invoice Rejected by the Plan Manager: Plan managers will decline to pay an invoice in the instance they have deemed the products being purchased not reasonable & necessary or they consider the items an ‘everyday’ item. As this can vary from each participant and their respective plan, it is always best to confirm with the plan manager prior to placing the order to avoid disappointment. In the instance a plan manager has chosen to reject the invoice, if they inform us of this, we will always share this with our mutual participants.

Important Notes:

Please note, every plan manager has different practices.

• Plan managers do not always inform us when they chose to reject an invoice.
• They also do not always inform participants of rejecting invoice(s).

Thats why it’s essential to maintain communication with your Plan Manager to understand the status of your order. If a Plan Manager informs us of a rejection, we will always notify the participant.

Since we first became a registered NDIS provider in 2014, if a participant’s funding is Agency Managed, we, as a provider, would log into the provider portal and lodge a service booking & payment request to submit a claim for payment to the value of the current order. This typically would take under 5 minutes per participant for the NDIA portal to indicate whether the claim had been successfully submitted for processing or not.

The new PACE system has been taking around 10 business days to provide an indication of successful payment or rejection.

According to the NDIA: “When a payment claim is made by a provider (such as us) who is not recorded as a ‘My Provider,’ a check with the participant is required to confirm that the support was agreed upon and that the claim details are valid. Valid claims from providers who are not recorded as a ‘My Provider’ therefore generally take 10 days to be paid.”

If the participant’s funding is Self-Managed, the choice of payment method is up to the individual.

Some customers prefer to pay for their orders upfront to avoid delays and then claim reimbursement of the invoice through the NDIA.

Alternatively, a Self-Managed participant can place an order and wait to receive a copy of the invoice from us. They can then lodge the invoice with the NDIA and wait for payment to be deposited into their account. Once they receive the payment, they can process the payment to us via bank deposit or EFTPOS over the phone.

Similar to NDIS funding, a Home Care Package (HCP) recipient can choose to pay upfront and request reimbursement from their Home Care Package Provider. Alternatively, they can opt for us to issue the invoice directly to their Home Care Package Provider for payment. Once we receive the payment, we will proceed with dispatching the order.