Six conversations that could help prevent issues with NDIS payments

It goes without saying that getting timely payment for the supports and services you deliver as a provider in the National Disability Insurance Scheme (NDIS) is vital.

One surprisingly simple way to prevent payment problems is to maintain open lines of communication with your clients.

Here are six conversations you can have with the people you work with that will help you to identify and address potential issues early, ensure continuity of service, and keep your cashflow stable.

Conversation 1: "Has anything changed since we last spoke?"

One of the simplest questions you can ask can also be one of the most valuable.

Clients are often managing multiple appointments, providers, and responsibilities. They may not realise that changes to their National Disability Insurance Scheme (NDIS) plan, circumstances or supports could affect the services you provide or the funding available to pay for them.

It’s worth regularly checking in to see whether anything has changed since your last conversation.

Changes could include:

• receiving a new NDIS plan
• adjusted funding amounts
• funding being moved between budgets
• new goals or supports being added
• altered employment, education commitments, or daily activities
• significant changes in health or disability-related needs

Even a small change to a client’s plan can affect how their available funding is used.

Conversation 2: "Are we still delivering the right supports for you?"

Funding conversations shouldn’t focus on just budgets. They should also cover outcomes.

As circumstances change, the supports that were right six months ago may no longer be the best fit today. Clients may need more or less support, or a different type of support altogether.

These conversations can also help identify situations where supports are being used differently to what was originally planned, which may create issues if funding is later reviewed.

Consider discussing:

“Are these supports still helping you achieve your goals?”.

“Are your needs different now from when we started working together?”.

“Do you feel you’re receiving the right level of support?”.

Conversation 3: "Do you know about your funding periods for this budget?"

Funding periods have introduced a new layer of planning for both participants and providers.

Rather than having access to an entire budget amount from day one, for many participants, funding is now released gradually throughout the life of their NDIS plan.

For providers, this creates a new consideration when scheduling appointments or planning ongoing service delivery. 

Try asking:

“Do you know if this budget has funding periods?“.

“Do you know if you have enough funding available for the supports we’ve planned together?”.

Conversation 4: "Is anyone else providing services using this budget?"

Many participants work with several providers who all draw funding from the same support budget. While each provider may only see a portion of the picture, all providers combined contribute to how quickly funding is used.

Understanding who else is accessing a budget can help you better anticipate potential funding pressures and support more coordinated service delivery for your client.

For example, the same funding budget may be accessed by:

• occupational therapists
• physiotherapists
• speech therapists
• therapy assistants

How to talk about shared care:

NDIS participants have the right to privacy, and your clients might not always be comfortable discussing their plan, funding, or supports. These conversations should be approached respectfully, with the understanding that your client can choose what (if any) information they want to share.

Try asking:

“Are you working with any other providers who use this budget?”.

“Have you recently changed how often you’re getting any supports?”.

To be clear, these questions aren’t about monitoring your client’s choices or requiring them to disclose information they’re not comfortable sharing. They’re about understanding the bigger picture and supporting informed decisions about funding use.

Conversation 5: "Do we need to bring anyone else into this chat?"

Many payment and funding issues don’t happen because someone has done something wrong. More often, they happen because important information hasn’t been shared with everyone who needs it.

A client may understand the situation, but others could have information that helps to complete the picture.

Depending on your client’s circumstances, they may want include others in conversations about their supports – people like:

• plan nominees
• family members
• support coordinators
• recovery coaches
• carers
• guardians or decision-makers

Conversations to have around support people:

“Is there anyone who helps you manage your NDIS plan?”.

“Would you like us to include your support coordinator in this conversation?”.

“Is there a family member or plan nominee who’d find this information helpful?”.

With your client’s consent, involving the right people early can help everyone stay informed and working towards the same goals. Clients should always remain in control of who’s included in conversations and what information is shared.

Conversation 6: "How often should we check in?"

Good communication doesn’t need to be complicated. A short conversation every few months can help identify emerging issues before they affect service delivery, outcomes, or payments.

Rather than waiting until funding has been exhausted or an invoice has been delayed, you can build funding conversations into your existing schedule of client appointments and NDIS milestones.

This might include:

• service agreement reviews
• goal setting discussions
• progress reviews
• quarterly check ins
• scheduled planning meetings
• plan reassessment discussions

Make it easier by asking:

“Would a regular funding check-in be helpful?”.

“Are there any changes you’re expecting during the next few months?”.

“Is there anything you’d like us to keep an eye on together?”.

The last word

While communication can help reduce risk, it’s important to understand the limitations of what you can and can’t know about a client’s NDIS funding.

Generally, providers can’t:

• independently check a participant's available funding
• reserve funds in advance
• assume funding will remain available until an invoice is submitted
• rely on a plan manager to guarantee payment
• see all services being delivered by other providers
• expect a plan manager, support coordinator, another provider, or a support person to secure funding once available funds have been exhausted

Providers can reduce risk through:

• clear service agreements
• accurate record keeping and invoicing
• regular communication with clients
• early discussions about funding availability
• timely billing practices
• routine service reviews

Plan managers process claims in line with NDIA requirements, but we can’t create funding where it doesn’t exist or guarantee payment if there’s not enough funding available.

The strongest protection against NDIS invoice payment issues is better communication. That’s why client conversations are so valuable.