How Plan Managers Should Submit Replacement Support Invoices to the NDIS (Step-by-Step)

When a participant receives approval for a Replacement Support, the claiming process is not the same as a standard NDIS claim.

There is a dedicated NDIS team that processes replacement support invoices - but your enquiry will only reach them if it is submitted exactly the right way in the myNDIS Provider Portal.

Even small deviations (wrong category, altered wording, missing fields) can delay payment by months.

This guide walks plan managers through the exact steps, wording, and requirements to help ensure replacement support invoices are processed as quickly as possible.

Step-by-Step: Lodging a Replacement Support Payment Enquiry

To submit a replacement support invoice correctly, follow all steps below exactly.

1. Log in to the myNDIS Provider Portal
   Visit: https://ndis.gov.au/
2. Select Enquiries
3. Click Lodge a New Enquiry
4. Click “Yes, this is a new enquiry”
5. Select the Category
   Other Claim and Payment Enquiry
   Important: Choosing any other category may prevent the enquiry from reaching the correct team.

Critical Step: Enquiry Title (Must Be Exact)

Copy and paste the following text exactly into the Enquiry Title field:

Requesting Payment for an Approved Replacement Support

This wording is used by the NDIS system to route the enquiry to the correct team.

Enquiry Description (Copy & Paste Template)

Copy and paste the text below exactly into the Enquiry Description field, then replace the placeholders.

This payment enquiry is submitted for payment of an approved replacement support. As per the approval this invoice must be submitted via a payment enquiry for processing. Refer to Page 2 of the attached S10 approval for confirmation of this claiming process.

Participant Name: <Name>
Participant NDIS Number: <NDIS Number>
Participant DOB: <Date of Birth>
Replacement Support Name: <Name of Replacement Support as per Approval Letter>
Replacement Support Amount Claimed: $<Amount>
Total Claimed $<Amount>
Date of Purchase: <Invoice Date dd/mm/yyyy>
Supports Delivered On: <Delivery Date dd/mm/yyyy>

Attach Required Documents

You must attach both:

• The Replacement Support approval letter (S10)
• The invoice

Submit the Enquiry

9. Click Submit Enquiry

Important Rules That Commonly Cause Delays

These requirements are critical. Missing any of them can result in rejection or extended delays.

1) The invoice must include correct NDIS item codes

The invoice must have the NDIS item codes for the products supplied.

2) Item codes must match the product supplied

The item codes should reflect the actual product supplied - not necessarily the budget the payment is being approved from.

3) Invoice payment status matters

The invoice must be either:

• Paid in advance (include a receipt or show $0.00 outstanding), or
• Unpaid, with the invoice clearly showing the supports were delivered, and the outstanding balance does not exceed the approved amount

Important: The NDIS will not pre-pay invoices where the supports have not been confirmed as delivered.

When Freight Is Missing From the Approval

Sometimes the approval letter does not include an amount for freight. If freight has been missed, use the alternative enquiry description below (copy and paste exactly, then replace placeholders):

This payment enquiry is submitted for payment of an approved replacement support. As per the approval this invoice must be submitted via a payment enquiry for processing. Refer to Page 2 of the attached S10 approval for confirmation of this claiming process.

Participant Name: <Name>
Participant NDIS Number: <NDIS Number>
Participant DOB: <Date of Birth>
Replacement Support Name: <Name of Replacement Support as per Approval Letter>
Replacement Support Amount Claimed: $<Amount>
Freight Amount Claimed: $<Freight Amount>
Total Claimed $<Replacement Support + Freight Amount>
Date of Purchase: <Invoice Date dd/mm/yyyy>
Supports Delivered On: <Delivery Date dd/mm/yyyy>

Processing Timeframes (What to Expect)

• Average processing time: around 10 business days from lodgement
• If the wrong category is used or wording is changed: processing can take 90 days or longer

Using the wrong enquiry category or not using the exact text above is the most common reason replacement support payments are delayed.

Why Following This Process Matters

Replacement supports sit outside the standard automated claiming flow. The NDIA relies on manual routing and assessment, which is why the exact wording and the correct enquiry category are so important.

Submitting the enquiry correctly the first time helps:

• Reduce back-and-forth with the NDIA
• Prevent enquiries being parked or delayed
• Speed up payments
• Reduce stress for participants and families

FAQ: Replacement Support Invoices and NDIS Payment Enquiries

What happens if I use the wrong enquiry category?

The enquiry may not be routed to the replacement support team and can sit unprocessed for an extended period.

Can the NDIS pre-pay a replacement support invoice?

No. The NDIS will not pre-pay invoices where the supports have not been confirmed as delivered.

Do I need to attach the approval letter?

Yes. Attach both the S10 approval letter and the invoice.

How long does it usually take if submitted correctly?

On average, processing is around 10 business days from lodgement (when submitted exactly as required).

What if freight was missed in the approval?

Use the alternative enquiry description that includes a separate Freight Amount Claimed line and ensure totals are correct.