NDIS reimbursements explained

If you’ve paid for NDIS supports out of your own pocket, we understand you want to get reimbursed quickly and easily. To help you streamline the process and avoid delays, here are some tips for a smoother reimbursement experience.

What are reimbursements?

A reimbursement is a payment made to you, for expenses you have paid for out of your own pocket. This generally happens when you pay for a support using your own funds and then request to have the NDIS reimburse you from your NDIS budgets. 

What can you be reimbursed for? 

Typically, you can be reimbursed for most NDIS supports, provided: 

  • You have available funding in your plan for that category. 
  • The support is considered reasonable and necessary by the NDIS. 
  • The claim meets all compliance and documentation requirements. 

Examples of items that may need a reimbursement: 

  • Urgent Purchases: Buying continence products or other consumables when waiting for an invoice isn’t an option. 
  • Smaller Service Providers: Some providers, such as independent gardeners or support workers, may not issue invoices or be familiar with NDIS billing.
  • Paying for Transport: You can be reimbursed for transport to recreation events or your appointments if you can't use public transport.

When should you request an invoice instead?

  • For some expenses, it’s better to have the provider send an invoice rather than pay out-of-pocket. This is especially true for: 
  • Therapy services (e.g., physiotherapy, occupational therapy) 
  • Regular Support work or in-home care 
  • Short-term accommodation (STA) 
  • Large purchases, such as assistive technology 
  • If you’re unsure whether an expense qualifies for reimbursement, reach out to our team for guidance. 

How to submit a reimbursement request?

The quickest and easiest way to get reimbursed through Plan Partners is by using your Dashboard or App. This allows you to:

  • Submit your reimbursement request online
  • Track the status of your payment

Alternatively, you can email a valid tax invoice and proof of payment to [email protected]. However, this method may take longer due to manual processing.

Requirements for processing a reimbursement

As a plan manager, we must ensure that all claims submitted for participants' funding comply with NDIS guidelines. To guarantee that each reimbursement claim meets compliance requirements, the following essential criteria must be met:

Valid Tax Invoice 

  • Must include the provider’s ABN (unless the provider has an ABN exemption).
  • Clearly lists the service or item provided, including date, description, and cost.
  • Includes the provider’s business details, such as name and contact information.

Valid Proof of Purchase

  • This can be a receipt showing payment, an EFTPOS receipt, or a screenshot of the transaction from the customer's bank statement.
  • For cash payments, a cash receipt from the provider is required.

Supporting Documentation (if required)

  • Some supports may require additional documentation, such as an Allied Health Professional’s letter or NDIA approval.
  • If the reimbursement request is for high-cost assistive technology or unlisted items, supporting evidence may be needed. 

When will I get my reimbursement?

The NDIA has recently introduced a more thorough review process for reimbursements, which may cause delays. However, we aim to process reimbursement requests within 7 business days, provided all necessary documentation is included. 

If your reimbursement request is delayed, we may need additional information before submitting it to the NDIA. Our team will contact you if any clarification is required.