How to Resolve Timesheet Discrepancies for NDIS Support Workers

An error occurs when the information on a support-worker timesheet does not match another relevant record.

For example:

• Timesheet says 9:00 AM–2:00 PM, but the roster says 9:00 AM–1:00 PM.
• The recorded hours don’t match the support notes.
• A shift appears twice.
• Two shifts overlap unexpectedly.
• The participant or service date is incorrect.
• The recorded hours differ from the hours actually delivered.

The important point is that a difference does not automatically mean someone made an error.

The administrator needs to establish what actually happened before changing the record.

The NDIS requires providers to keep complete and accurate records of supports delivered, including records such as rosters, support logs, case notes and invoices.

Start With the Source of the Difference

Don’t immediately edit the timesheet.

First identify where the mismatch comes from.

Check these records

1. Timesheet
What hours has the worker recorded?

2. Roster
What shift was originally scheduled?

3. Support records
What evidence shows when and what support was delivered?

4. Payroll information
Will the discrepancy change the worker’s pay?

5. Invoice or claim
Have the hours already been used for invoicing or an NDIS payment request?

The NDIS specifically recognises support logs, rosters and case notes as records that can support evidence of delivered supports.

Common Timesheet Discrepancies

Different Start or Finish Times

Roster: 9:00 AM–1:00 PM
Timesheet: 9:00 AM–2:00 PM

Don’t simply remove the extra hour.

Find out whether:

• The shift was extended.
• The roster was changed.
• The worker recorded the wrong finish time.
• Additional support was actually delivered.

Then document the outcome.

Missing or Incorrect Breaks

A timesheet may show the correct shift duration but handle breaks incorrectly.

Check the recorded hours against the applicable employment arrangements and your payroll process.

For employee record-keeping, Fair Work requires employers to keep relevant records of hours worked and pay information, with specific requirements applying depending on the employee and arrangement.

Duplicate or Overlapping Shifts

Look for situations such as:

Worker A: 10:00 AM–2:00 PM
Worker A: 1:00 PM–3:00 PM

The overlap may have a legitimate explanation, but it should be checked before approval.

Also look for:

• Duplicate entries
• Duplicate dates
• Unexpected overlapping shifts
• Unusually long shifts
• Repeated manual adjustments

Compare the Timesheet With Support Records

This is one of the most important checks.

The question isn’t simply:

“Does the timesheet look right?”

Ask:

“Does the supporting evidence show that these hours and services were actually delivered?”

For example, if the timesheet records four hours but the available support documentation indicates only three hours, don’t guess which record is correct.

Contact the relevant person, establish what happened and correct the records through your normal process.

The NDIS states that payment claims must be complete, truthful and accurate, and that providers must keep records supporting the supports delivered.

How to Resolve a Discrepancy

A simple workflow can keep the process consistent:

1. Identify

Clearly record what doesn’t match.

2. Verify

Compare the timesheet with the roster, support documentation and other relevant records.

3. Clarify

Ask the support worker, rostering team or relevant manager what actually happened.

4. Correct

Update the appropriate record according to your internal process.

5. Document

Keep a clear record of the discrepancy, explanation and correction.

6. Recheck

If the discrepancy affects payroll, invoicing or an NDIS claim, check those records again.

This prevents one corrected timesheet from leaving an incorrect invoice or payroll entry behind.

What If the Invoice Has Already Been Sent?

Don’t treat the timesheet correction as an isolated payroll issue.

Check whether the incorrect information has already flowed into:

Timesheet → Payroll → Invoice → Payment Claim

If an NDIS claim is affected, review the relevant claim and supporting records before deciding what corrective action is required.

The NDIS may review claims and request supporting evidence. Claims can be placed on hold while information is assessed, and claims that do not meet requirements may be rejected.

A Simple Timesheet Discrepancy Checklist

Before closing the issue, check:

• Worker confirmed
• Participant confirmed
• Date checked
• Start and finish times checked
• Roster compared
• Support records reviewed
• Duplicate or overlapping hours checked
• Reason for discrepancy confirmed
• Correct record updated
• Correction documented
• Payroll checked
• Invoice checked if applicable
• NDIS claim checked if applicable
• Issue marked as resolved

Keep the Process Consistent

Timesheet discrepancies are much easier to manage when every administrator follows the same process.

A good internal workflow can be as simple as:

Discrepancy Found
↓
Records Compared
↓
Worker / Manager Clarified
↓
Correction Made
↓
Payroll / Invoice Checked
↓
Correction Documented
↓
Issue Closed

This creates a repeatable process instead of relying on someone’s memory each time an issue appears.

Conclusion

A timesheet discrepancy should not be treated as something to simply edit and move past.

The better approach is to identify the difference, verify what actually happened, correct the appropriate record and check whether payroll or invoicing was affected.

For NDIS providers, this matters because accurate timesheets form part of the wider record of supports delivered and payment claims.