How can NDIS Service Providers charge for emails, reports and phone calls?

Sometimes NDIS providers spend time on the phone, looking for more information, sending emails or writing reports for a participant. This time is required so that they can deliver their service to a participant, but the participant is not physically present.

The NDIS calls these activities, 'non face-to-face' activities. 

The cost of these activities need to be calculated specifically for each participant (cannot just charge an average). This resource clarifies which 'non face-to-face' activities a provider may charge a participant for and which they may not.

The following activities are billable as a support if ALL of the following are met:

1. The NDIS Pricing Arrangements and Price Limits indicates that providers can claim for NonFace-to-Face Support Provision in respect of that support item
    
2. The amount charged complies with the NDIS pricing guidelines
    
3. The time is spent on an activity that helps the provider deliver a specific disability support item to that participant (rather than a general activity such as enrolment, administration or staff rostering)
    
4. The provider explains the activity and its charge to the participant (and why it represents value)
    
5. The participant agrees to pay for the charge in advance (preferably in a service agreement).

Examples for Assistance with Self Care Support

Assistance with Self Care support items are described as covering activities “Assisting with, and/or supervising, personal tasks of daily life to develop skills of the participant to live as autonomously as possible”. Any non face-to-face activities that help perform this can be charged.

These non face-to-face supports CAN be charged: 

• Time spent on writing reports for co-workers and other providers about the client’s progress with skill development
• Research undertaken that is specifically linked to the needs of a participant and to the achievement of the participant’s goals.

These non face-to-face supports CANNOT be charged

• The costs of training and upskilling staff, and of supervision (this is assumed to be included in the rates charged)
• Time spent on administration, such as the processing of NDIS payment claims

Non face-to-face ADMIN activities CANNOT be charged

These admin activities are already covered by the NDIS price limits and cannot be billed as non-face-to-face supports:

• Pre-engagement visits
• Developing and agreeing to Service Agreements
• Entering or amending participant details into system
• Making participant service time changes
• Staff/participant travel monitoring and adjustment
• Ongoing NDIS plan monitoring
• Completing the Quoting tool
• Making service bookings and payment claims

When can a non face-to-face charge be made?

Although these charges may be "pre authorised" using a service agreement, the charge can only be made once the non face-to-face activity has been completed.

You may not charge a fee that is not linked to a completed activity.

How do I claim non face-to-face charges?

Claims for non face-to-face supports are made using the relevant support item and selecting the “Non face-to-face” option.

 Where there is more than 1 participant, the additional fee must be calculated specifically for the Non- Face-to-Face supports delivered to each particular participant. You cannot simply charge an average fee.

Source:

NDIS Price Guide (NDIS Pricing Arrangments and Price Limits)