Have you been recorded as a participant-endorsed provider (PEP) for an Agency-managed participant?
Check if you can see the participant’s name listed in the My Participants section of your my NDIS provider portal. If you can see the participant’s name, this means they are recorded as a PEP.
If you can’t see the participant’s name, you are not recorded as a PEP. You can contact the participant or nominee to ask that the participant or nominee call the National Contact Centre to record you as a PEP.
If you are not recorded as a general level PEP within PACE, payments will be processed after a participant has had 7 days to dispute the claim.
We will send a participant or their nominee an SMS about claims from providers not recorded as PEPs and information on what action they should take if this service was not agreed to.
This means the claim status will remain as open for approximately 10 days while the claim is validated before being paid.
If you aren’t recorded as a category level PEP within PACE, your claims for Specialist Disability Accommodation and Behaviour Support will be automatically rejected.
Are you claiming for services dated prior to the recorded start date of your PEP or Plan Manager relationship?
You will see a claim displayed as open, without an error or explanation message, if the start date of the PEP relationship recorded on the participant’s plan is after the date of the services you are claiming.
Generally, for services delivered prior to the recording in the participant, payments will be processed in 10 days
You can call the National Contact Centre to check on the start date of your PEP relationship. If the start date isn’t correct you will need to ask the participant to call the National Contact Centre to adjust the start date.
Has the bulk upload file got a “space” in the file name?
If your file name of the bulk upload file has a space the claim will display as open and you will not be able to see an error or explanation message.
If a claim has been submitted with a space in the bulk upload file you should resubmit the claim without a space in the file name.
When naming the CSV file please do not include a space in the title, we suggest using an underscore (_) to replace the use of a space in the title.
You should only resubmit the open claims. If you resubmit the whole file, other claims will be rejected as duplicates.
Need more support?
Providers should raise claims and payment queries through the myPlace Provider Portal.
There is a dedicated PACE Claim and Payment Team who will action these queries.
Please email [email protected] or call the National Contact Centre on 1800 800 110 for further support.