Frequently Asked Questions

Question For Participants
And Your Representative

Navigating NDIS funding can be difficult, but Find Wellbeing Plan Management is here to help. If your questions haven’t been answered here, please contact us by clicking here or emailing

If you believe a product is “reasonable and necessary” but it isn’t specifically mentioned in your NDIS Plan, please complete our Reasonable and Necessary Request Form using the link below. How to complete the form: Download: Click the link below and save the file to your device. Fill out: Open the saved form and enter your details. Submit: Click the button at the bottom of the form to generate an email. Send: Your preferred email app will open with the form attached. Feel free to add any extra information to the message body before hitting send. Reasonable and Necessary Form

Yes. If your NDIS plan is Plan Managed, you have the flexibility to choose any service provider you like.

 

Your chosen provider does not need to be NDIS registered; however, they must:

 

Hold a valid ABN (Australian Business Number).

 

Adhere to NDIA price controls as set out in the current NDIS Pricing Arrangements and Price Limits (formerly the NDIS Price Guide).

Your Core Supports budget is the most flexible part of your NDIS Plan. Your budgets can be adjusted accordingly between these categories to meet your goals as provided in your NDIs plan.

Yes. If the consumable item relates directly to your disability approved by the NDIA. You will need to provide proof of purchase to your plan manager in order for payment to be made.

You do. Your NDIS Plan will tell you how much funding you will receive for each support. But it’s your decision how funds are managed. With the NDIS you will always retain control over how, when and where your supports are provided.

Please visit our dedicated page to find out how to get started with Find Wellbeing.

No. There are no out-of-pocket expenses for you when you choose to be Plan Managed. This service is directly funded by the NDIS in addition to your other supports. To learn more about the process, visit our page on how to become Plan Managed.

Question For NDIS Suppliers

This FAQ section provides vendors and service providers with answers to frequently asked questions relating to the supply of goods and services to Plan Managed participants of the National Disability Insurance Scheme (NDIS).

If you have a question that isn’t answered here, please reach out to our accounts team at emailing

The NDIS funds a range of supports and services that are deemed “reasonable and necessary.”

These may include assistance with:

Education and employment

Social and community participation

Independent living arrangements

Health and wellbeing

 

What is “Reasonable and Necessary”?

 

For a support or service to be considered reasonable and necessary, it must meet specific criteria. It:

  • Must be related to your disability: It cannot be for general purposes.
  • Must not include day-to-day living costs: Expenses like groceries or rent that are not related to your disability support needs are excluded.
  • Should represent value for money: The cost must be reasonable compared to the benefits and the cost of alternative supports.
  • Must be effective: The support must be likely to work for you and help you achieve your goals. 
  • Considers your existing supports: It should take into account the help you already receive from family, carers, and other government services.

The NDIA recommends having a written service agreement to ensure both the participant and the provider are clear on what has been agreed. This helps manage expectations regarding what supports will be delivered and how they will be provided.

As Find Wellbeing manages your funding and pays your invoices, we require a copy of your service agreements. This allows us to understand the terms you have agreed to and ensures payments are processed smoothly.

Please keep in mind that while the agreement is a contract between the participant and the provider, we are unable to pay invoices that do not meet the National Disability Insurance Agency (NDIA) criteria.

We are here to help. If you are unsure about the requirements, please talk to us. We want to help both participants and providers get it right from the start.

The NDIA has set maximum charge rates for supports and services (and some goods) provided under the NDIS. Prices for supports are negotiated and agreed between a participant and provider however cannot exceed the maximum price limit published in the NDIS Price Guide and Support Catalogue. NDIS goods and services do not attract any additional fee’s including credit card surcharges, ‘gap’ fees or late payment fees and in most cases are exempt from GST. When a participant purchases goods and services the NDIA recommends that they consider the following when deciding on how much to pay for a support:
  • Value-for-money: Is the cost of the support reasonable when the participant considers what benefit they will get?
  • Quality: Is the quality of the support high and will it help the participant achieve their goals?
  • Quantity: How much support will the participant need for the length of their plan?
  • Budget: How much funding is available in the participants’ NDIS Plan and can they afford the amount of support needed within the budget?

The NDIS generally operates on a “price per hour” or “price per unit” system. Please note that the NDIS will not accept “lump sum” or “single price” invoices for jobs that should be itemised.

 

The most up-to-date hourly price limits and service item codes are found in the NDIS Support Catalogue, which works alongside the NDIS Pricing Arrangements and Price Limits. Both documents are available on the official NDIS website at www.ndis.gov.au.

 

Supplier Responsibilities While Find Wellbeing is happy to offer guidance, it is the responsibility of each supplier to understand the current Pricing Arrangements and operate their business professionally.

 

Our primary focus and legal contract are with the participant. Therefore, ensuring their needs are met and our financial and legal responsibilities are upheld remains our priority. 

We cannot process invoices that do not align with the mandatory NDIS item codes and price caps.

Invoices must be compliant with both ATO and NDIA requirements to be processed. To ensure there are no delays with your payment, please ensure every invoice includes the following:

  • Correct Label: Use the words “Tax Invoice” if you are registered for GST, or simply “Invoice” if you are not.
  • Your Business Details: Your legal business name (as it appears on the ABN lookup) and your 11-digit ABN.
  • Contact Information: An email address for remittance advice and a phone number for any queries.
  • Participant Details: The participant’s full name and their NDIS Number.
  • Important Dates: Both the Date of Issue and the specific Date(s) of Service (when the support was actually delivered).

Service Breakdown:

  • A brief, clear description of the support or good provided.
  • The associated NDIS Support Item Code.
  • The number of hours and the hourly rate (for services).
    Itemised pricing for goods.
  • GST Treatment: The GST amount must be shown separately.
  • Even if the service is GST-free, the invoice should show $0.00 GST or a statement saying the service is GST-free.
  • Payment Details: Your BSB and Account Number for electronic transfer.

Invoice Template We have provided a template below to help you get started.

Using this format ensures you capture all the mandatory data we need to pay you quickly.

The Australian Government has outlined that the supply of services under the NDIS does not attract GST. This means that GST is not charged to participants now is it paid by providers for most NDIS services. Further information regarding GST on services for NDIS participants can be found on the ATO website www.ato.gov.au.

Incorrect invoices may result in a delayed payment, as we are unable to pay any invoices that do not comply with the above requirements. We will attempt to contact you to rectify any issues.

Although it isn’t al legal requirement, it is a good idea to include your business contact (phone and email) details on your invoices.

Invoices should only be submitted after the support or service has been delivered. Under NDIS guidelines, pre-payment for future services is generally not permitted.

This ensures that funding is only deducted from a participant’s plan for supports they have actually received.

Submission Timeline

  • Promptly: We recommend submitting your invoices as soon as the service is complete (e.g., weekly or fortnightly) to ensure consistent cash flow for your business.
  • Deadline: Please be aware that the NDIA will only accept claims for supports delivered within the last two years.

Invoice Template To help you meet all the mandatory NDIS requirements, we have provided a template below. Using this format helps our team process your payment without delay.

The Plan Manager will not be responsible for the payment of any services provided that are not covered by the NDIS. This is why it is important to ensure service agreements are in place and expectations and prices are set up front.

Payment cannot be made if the participant is not deemed eligible for a particular service or if the funding allocated for this type of support has already been expended.

To ensure your payments are processed as quickly as possible, all invoices should be submitted via email to: findcare@findwellbeing.com.au

Submission Tips:

  • PDF Format: Please send your invoices as PDF attachments rather than links to external portals or image files. This allows our system to verify your details instantly.
  • One Invoice Per File: If you are submitting multiple invoices, please attach them as separate PDF files within the same email.
  • Email Subject: Including the Participant Name and Invoice Number in the subject line helps our team track your payment status.

Invoice Template If you need assistance creating a compliant invoice, you can download our template below. This template includes all mandatory fields required by the ATO and the NDIA.

At Find Wellbeing, we understand that timely payments are essential for your business. We endeavour to process all compliant invoices within three business days of submission.

Payment Method All payments are made via Electronic Funds Transfer (EFT). To ensure there are no delays in receiving your funds, please confirm that you have provided us with:

Your correct bank account details (BSB and Account Number).

A valid email address for receiving automated remittance advice.

The Process

  • Submission: You email your invoice to findcare@findwellbeing.com.au
  • Verification: Our team checks the invoice against NDIS pricing limits and the participant’s available budget.
  • Claiming: We submit the claim to the NDIA portal.
  • Payment: Once the funds are released by the NDIA, we transfer them directly to your account.

Please note: Payments can only be made if the invoice meets the mandatory NDIS and ATO criteria outlined on this page.

We are here to make your NDIS journey as smooth as possible. Whether you are a participant with a question about your budget or a provider enquiring about a payment, our friendly team is ready to help.

Get in touch

  • Phone: 1300 88 38 30
  • General Enquiries: 
  • Provider Invoices: 

Postal Address: Find Plan NDIS Plan Management

248 Wonga Road

Warranwood, VIC 3134