Invoicing and record keeping

Providers are responsible for ensuring that claims for payment are complete, truthful and accurate.

We review claims regularly to ensure they are compliant.

To show your claims are correct you must maintain complete and accurate records of supports delivered to NDIS participants. These include:

  • invoices
  • evidence of support delivery such as service agreements
  • other documents that can validate the claim for supports provided.

Providing this documentation allows us to verify the quantity, type and duration of the support delivered if selected for a compliance review.

Invoice requirements

We sometimes ask providers to submit invoices as part of a payment enquiry through the myplace provider portal.

Invoices should contain:

  • provider’s NDIS business name
  • provider’s ABN
  • participant’s name and NDIS number
  • participant’s address (including postcode) if it is for specialist disability accommodation
  • support item number
  • amount and quantity claimed for each unit of the support provided 
    • for example, $51.09 each x 2 units
  • claim type
    • for example, non face-to-face support, provider travel, short notice cancellation or NDIS Requested Report
  • date/s the support was delivered
  • total invoice amount
  • GST component if applicable (most services are GST free).


  • an invoice can only be for one participant, but can include multiple supports
  • plan managers must also include the ABN of the third party provider.

Refer to the ATO website for more about tax invoices and GST-free NDIS supplies .

Provider Payment Assurance Program

You must keep full and accurate records of supports delivered as part of any review under the Provider Payment Assurance Program. Failure to do so may result in monies having to be repaid to the NDIA.

The Provider Payment Assurance Program confirms the accuracy of payment requests submitted by registered providers.

Documenting support delivery

Records, at a minimum, must include the:

  • participant’s name
  • participant’s reference number (previously NDIS number)
  • date(s) and total hours and/or quantity of the support delivered
  • support type
  • location of support being delivered.

Depending on the nature of the support being delivered, additional documentation guidelines may apply and be requested as part of the Provider Payment Assurance Program.

Keeping good records

The following documentation must be retained (either electronically or paper based) and provided as evidence of support delivery when requested:

  • Approved service agreement containing the schedule, cost, quantity, type and quality of supports to be delivered and their location; as well as the expected outcomes for the participant
  • Approved quotes as appropriate
  • Evidence of support quantity
  • Evidence of support type
  • Staff rosters
  • Final report or assessment.

Logs for individual support provided to the participant and rosters for group supports are the best method of documenting the quantity of supports delivered.

Wherever possible, these logs should be signed by the participant, a parent/guardian, nominee or carer, as confirmation the support was delivered as claimed. Rosters should also include the ratio or intensity of group supports.

A log or roster may be sufficient evidence of both quantity and support type for some simple supports. More complex supports require additional information as evidence, and a case note should be completed.

Effective case notes document activities engaged in and how they relate to the support type claimed. Depending on the support type a case note may also document progress and plans for future sessions.

Document support delivery templates and examples

For guidance, the following templates are included for providers to use or adapt:

This page current as of
9 April 2024
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