Compliant Replacement Support Invoices
Background
On October 3, 2024 the NDIS introduced a Category of Supports called "Replacement Supports."
This applies to a range of products that we supply here at Assistive Tech including Standard Commercially Available Household Items like Noise Canceling Headphones, iPads, Smart Watches and Apps for Accessibility and Communication.
You can read more about Replacement Supports on the NDIS Website.
Claiming Payment for Replacement Supports has Changed
Once you have received approval for your replacement support, payment is claimed through a different NDIS process called a "Payment Enquiry."
When submitting a Payment Enquiry, a copy of the Invoice and your Replacement Support Approval Letter needs to be submitted to the NDIS for review, approval and payment.
There is important information on your Approval Letter that Assistive Tech needs to know to ensure the invoice we issue for your supports can be approved and paid by the NDIS.
For this reason we ask that you share the full copy (PDF Format) of your approval letter that you received from the NDIS with us prior to ordering even if you are Self Managed, or Plan Managed.
You can share a copy of your approval letter with us via email to support@assistivetech.com.au
Payment Processing Times
As each claim for payment for a replacement support is manually reviewed by the NDIS Payments Team it does take longer than a standard payment claim.
The average time it takes the NDIS to review and approve payment for a replacement support at 28/05/2025 is 7 Business Days. This is an average and some claims can be quicker or slower than this.
Support for Plan Managers
Since the introduction of the Replacement Supports Payment Enquiry process, Assistive Tech has worked hard to refine and optimise our approach to Replacement Support Invoicing. If you're a plan manager that is having trouble with the new process our Extension and Engagement team can assist by sharing our best practice workflows. We've processed hundreds of successful payment claims. Please reach out to us via phone on 1300 088 222.
Other Questions
If you have other questions, at Assistive Tech we're here to help. You can read our FAQ's or get in touch with Customer Support by email to support@assistivetech.com.au, online chat or via phone on 1300 088 222.