Please send invoices and invoice queries to invoices@pacify.com.au
Providers, please find below our invoice processing procedure:
Step 1: Invoice is received.
Step 2: Invoice is entered into our system for the client’s approval (within 8 business hours of receipt).
Step 3: Once approved, we submit the invoice to the NDIS in the form of a payment request (this happens once each business day).
Step 4: Payment of successful requests are sent to us by the NDIS (in 1-2 business days).
Step 5: We forward the funds received to your nominated bank account.
Next business day payments:
In most circumstances, invoices that are client approved by 4:00pm on a business day are paid the following business day. Most of our clients approve invoices within 1 business day via their mobile app, we will notify you if an invoice has still not been approved after 3-5 business days.
Declined invoices:
We will notify you if a client declines to pay an invoice.
Rejected invoices:
We will notify you if an invoice you send us cannot be paid through through us. This may be due to: exhaustion of NDIS funds, the support not being included in the particular participant’s NDIS plan or another reason.
Factors out of our control that may delay payment include:
Delayed participant approval, missing or incorrect information on an invoice, NDIS system outages, payment delay by the NDIS.
Bank account changes:
Should your bank account details change, please notify us in a separate and distinct email so that we can update your details in our system.
Contacting us about an invoice:
Participants: Please allow 3 business days after approving an invoice before contacting us about its status.
Providers: Please allow 5 business days after sending an invoice before contacting us about its status.
Please send invoices to invoices@pacify.com.au
Please ensure your invoice contains the following information required by the NDIS:
Additionally:
Will the NDIS pay for supports or services in advance?
No. For supports and services, you can only make a claim for payment once the support or service has been delivered or provided (unless you have written approval from the NDIS).
How do I find the relevant NDIS item number for the support/service?
The NDIS item numbers are published in the NDIS Pricing Arrangements and Price Limits document available on the NDIS website.
Are there price limits for NDIS supports and services?
Yes, the NDIS sets prices limits for NDIS supports and services. The price limit is the maximum price that the NDIS will pay for the support or service. There are also rules around when and how a provider can claim for supports and services from NDIS funds, these are called pricing arrangements. The NDIS Pricing Arrangements and Price Limits document is available on the NDIS website.
Can a participant pay an invoice themselves and then get reimbursed?
Yes. If you have paid an eligible invoice yourself, you can submit a reimbursement request to us. You will need to send us a completed reimbursement request form and a copy of the paid invoice. The invoice will need to meet the invoice requirements listed above. You can request a reimbursement request form from us at any time.