How to Track and Follow Up Outstanding NDIS Invoices

Sending an invoice is only one part of the billing process.

For NDIS providers, the next step is knowing:

• Which invoices have been sent
• Which invoices have been paid
• Which are still outstanding
• When they were due or expected
• Who needs to be contacted
• What happened after each follow-up

For plan-managed participants, providers send invoices directly to the participant’s plan manager, who processes the claim through the relevant NDIS provider portal.

A simple tracking system can prevent invoices from disappearing into an inbox.

What Should You Track?

A useful invoice tracker does not need to be complicated.

Record the key information for every invoice:

Information	What to Record
Participant	Participant name
Invoice number	Unique invoice reference
Service date	Date support was delivered
Invoice date	Date invoice was issued
Amount	Total invoice value
Sent to	Plan manager or relevant payer
Status	Sent, processing, paid, queried or overdue
Follow-up date	When you next need to check
Payment date	Date payment was received
Notes	Any issue or follow-up outcome

This gives your admin team a quick view of the entire outstanding-invoice list.

Use Clear Invoice Statuses

Avoid keeping everything under one status such as “Pending.”

Use simple stages instead:

Draft → Sent → Received → Processing → Paid

If there is an issue, use a separate status such as:

Query / Correction Required

This makes it much easier to identify invoices that actually need attention.

Check Before You Follow Up

Before contacting a plan manager about an outstanding invoice, check your own records first.

Confirm:

• The invoice was actually sent
• It was sent to the correct recipient
• The invoice number is correct
• The participant details are correct
• The amount is correct
• The support information is complete
• Any requested supporting information was provided
• You have not already received the payment

This prevents unnecessary follow-ups and helps your team ask a specific question when something genuinely needs attention.

The NDIS advises providers to send invoices directly to the participant’s plan manager when funding is plan-managed. The invoice must include a valid ABN unless the provider is exempt.

When Should You Follow Up?

There is no single follow-up timeframe that applies to every provider, because payment processes can vary between plan managers and individual arrangements.

Instead of relying on memory, establish an internal follow-up schedule.

For example:

Step 1 — Invoice Sent

Record the date and recipient.

Step 2 — Payment Check

Check whether payment has been received within your expected timeframe.

Step 3 — First Follow-Up

If payment has not arrived, contact the relevant payer or plan manager and ask for the current status.

Step 4 — Record the Response

Write down:

• Date contacted
• Person/team contacted
• Response received
• Action required
• Next follow-up date

Step 5 — Escalate When Necessary

If the invoice remains unresolved, follow your business’s escalation process.

The important part is consistency.

What Should a Follow-Up Message Include?

Keep the message short and specific.

Include:

Subject: Outstanding Invoice [Invoice Number]

• Participant name
• Invoice number
• Invoice date
• Invoice amount
• Date originally submitted
• Brief request for the current status

Example

Hi [Name],

Could you please provide an update on invoice [Invoice Number] for [Participant Name], submitted on [Date], for $[Amount]?

Please let us know if any additional information is required to process the invoice.

Kind regards,
[Provider Name]

The goal is not to send a long message.

The goal is to make it easy for the recipient to identify the invoice and respond.

Keep a Record of Every Follow-Up

A common administrative mistake is following up without recording the outcome.

Instead, maintain a simple history:

12 Aug — Invoice submitted
19 Aug — Follow-up email sent
20 Aug — Plan manager advised claim is being processed
27 Aug — Payment still not received; follow-up scheduled

Now anyone in your administration team can understand what happened without searching through multiple emails.

What If the Invoice Has a Problem?

Not every outstanding invoice is simply waiting for payment.

Sometimes the invoice may be held because information needs clarification or correction.

Possible issues could include:

• Incorrect invoice details
• Incorrect support information
• Missing information
• Incorrect amount
• Claim requiring clarification
• Participant or plan-management changes
• Supporting information requested

If an issue is identified, record it separately from ordinary payment follow-up.

The NDIS says plan managers assess and submit claims, process invoices, monitor budgets and help resolve payment disputes.

This means a clear record of the issue and the action taken can help your team resolve the invoice more efficiently.

What Happens When a Participant Changes Plan Managers?

This is particularly important for outstanding invoices.

The NDIS states that when a participant changes plan managers, the new plan manager is responsible for claims, including claims relating to supports delivered during a period when the previous plan manager was responsible. The previous plan manager should forward outstanding invoices to the new plan manager for processing.

For providers, this makes invoice tracking even more important.

If you have outstanding invoices during a plan-management change, check:

Which plan manager currently needs to process the invoice?

Don’t assume the invoice will automatically move between organisations.

A Simple Outstanding Invoice Workflow

Use this process consistently:

This turns invoice follow-up from an ad-hoc task into a repeatable administration process.

Quick Outstanding Invoice Checklist

Before closing your invoice cycle, check:

• Every invoice has been recorded

• Every invoice has a status

• Unpaid invoices have a next-action date

• Follow-ups are recorded

• Queries are separated from normal payment delays

• Responses are documented

• Payments are matched to invoices

• Resolved invoices are marked as closed

Final Takeaway

Outstanding NDIS invoices are much easier to manage when your team can answer three questions immediately:

What is unpaid?
What has already been followed up?
What needs to happen next?

A simple tracker, consistent statuses and documented follow-ups can give your administration team better visibility and reduce the risk of invoices being overlooked.

For plan-managed participants, providers should also make sure invoices are sent to the correct plan manager and contain the information needed for processing.

Need Help Managing NDIS Administration?

Tracking invoices, following up payments and maintaining records can become time-consuming as your provider business grows.

GlobalAdminX provides NDIS administration support to help providers manage invoicing, follow-ups and other back-office tasks efficiently.

If your team needs reliable NDIS admin support, get in touch with GlobalAdminX to discuss your requirements.