Important Update

Changes to NDIS Payment Processing

You may have noticed and questioned why our payment to providers has been slower. Here is the answer to your question:

The NDIA has recently implemented updates to strengthen the NDIS system, particularly in reducing instances of fraud and non-compliant behaviour. As a result, there will be adjustments to the payment processing timeline starting from March 2024.

Here’s what you need to know:

Payment Processing Times: Valid claims will now be paid within 2 to 3 business days. However, some payments may take up to 10 days to process. This is a change to the previous process where funds were generally released overnight.

Claims Review Process

  • Duplicate claims submitted within 14 days of the first claim will be reviewed for fraud and non-compliant behaviour.

  • If invoicing via a Plan Manager and a duplicate invoice is submitted within 14 days this will also be reviewed for fraud and non-compliant behaviour.

  • If a payment within a bulk claim is being reviewed, only the claim under review will be held. All other claims will be paid according to NDIA payment terms, noting that this will now be at least 24 hours slower than current processing.

  • Valid claims will have funds released around 6pm, 2 business days after the claim is lodged for example:

    • a claim lodged on a weekday - i.e. Monday, before midnight will now have funds released on Wednesday around 6pm

    • a claim lodged on Friday, Saturday or Sunday before midnight will now have funds released on Tuesday around 6pm

If a claim is being reviewed, the NDIA will send plan managers the following:

  • a request for information

  • a fact sheet with instructions on how to resolve the specific claiming issues

The funds will not be released by the NDIA for these claims in review until all the required information is received.

Once the payment is approved it will be added to the next payment run.

If the information is not satisfactory (or if we receive no response), the claim will stay on hold. It will not be paid until the NDIA receive the required information.

For more information about NDIA provider payment terms, please visit the NDIS website.

What does this mean for you?

Previously, our usual payment processing time was 24-48hrs. It will now be changed to be up to five business days.

While these changes may result in slower payment processing, please be assured that Cumberland Care is committed to ensuring that payments to your providers are released promptly within the 24hrs upon funds being cleared by the NDIA.

In case, we receive enquires from the NDIA regarding your invoices and claims, we will be in touch to collect the required information and supporting documentation. We rely on you for the right information to be provided to the NDIA.

We understand that this adjustment may impact your service deliver, and were are here to support you through any challenges that may arise. Should you require assistance or have any questions, please do not hesitate to contact our team at admin@cumberlandcare.com.au or our hotline at 1800 935 985.

Thank you for your understanding and co-operation as we navigate through these changes together.