MR25/02131 | FOI 25/26-0515 DOCUMENT 2

Verification of Identity (VOI) for a Participant- PACE

Payments Triage Capability Hub

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Payments Triage Capability Hub – Verification of Identity (VOI) for a Participant- PACE

Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4

2 Procedure……………………………………………………………………………………………………………… 5

3 Related procedures or resources …………………………………………………………………………… 7

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This article provides guidance for payments staff to:

Understand how to access VOI information for a participant in PACE.

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1 Recent updates

Date	What’s changed
01 July 2025	New knowledge article layout

Topic Checklist

Topic	Checklist
Pre-requisites	* You are a payments officer actioning claim and payment enquiries on PACE.
Actions	Steps or Sections:

*   [Procedure](#)

Additional Information

*   [Related procedures or resources](#) |

Recent updates — 4

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2 Procedure

In PACE Access the Participant Record - PACE

Open the participants Person Account in PACE to a confirm a three-point identity check, by reviewing the Account Information and Communication Preferences and Details

The Participants name can be verified from the Person Account page as shown below.

The Participants current address is also visible on this page.

Click here to view image…

Participant date of birth is visible in the Details Tab under Account information section.

Click here to view image…

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Participant contact number and address is is visible in the Details Tab under Communication Preferences and Details section.

Click here to view image…

Note: To verify the nominated authorised person or organisation refer to the steps under Check Roles and Authorities of an Authorised Person - PACE

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Access the Participant Record - PACE
View Participant Activity History - PACE
Check Roles and Authorities of an Authorised Person - PACE

Document Owner and Approver

Director Service Delivery Enablement

Feedback

To submit feedback to the Payments Team visit the Scheme Claims and Payments Feedback page. The Capability Team is responsible for managing all feedback on our guidance articles.

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OFFICIAL - Payments Capability Hub

ndis

Invoice and Manual Claim Form Requirements

This article provides guidance for payments staff to:

check what information must be included on an invoice
understand invoice requirements for self-managed participants
check manual self-managed claim form requirements.

Recent updates

Date	What’s changed
12 August 2025	New provider claim form (PCF) requirements added.

Topic Checklist

Topic	Checklist
Pre-requisites	* Participant NDIS number

Provider NDIS number
Invoices and Manual Self-Managed Claim Form | | Actions | Sections:
- NDIS Supports
- Manual Self-managed Claim Form Requirements |

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Topic Checklist

Topic	Checklist
	* Invoice Requirements Self-Managed

Invoice Requirements Plan and Agency Managed
Date/s the support was delivered
Activity Based Transport
Temporary Transformation Payment (TTP)
Provider Claim Form Requirements | | Additional Information: | * Related procedures or resources |

Draft Invoices

Draft invoices are not considered a valid Tax Invoice for the purposes of processing a manual payment. Where it is evident the invoice is a draft and payments staff have determined eligibility for payment consideration, payments triage officers should request a final invoice following the steps outlined in Request Information/Provide Education Internal/External. Payments officers should request a final invoice following the steps outlined in Request Information Internal/External.

NDIS Supports

The list of NDIS supports is available on What does NDIS fund? and is part of a transitional rule about NDIS Supports, remaining in place until the Commonwealth and States and Territories formally agree on a new rule to replace it.

Manual Claims

Before processing any manual claims, payments staff must first check the date that the support was provided.

If the support was provided on or after 3 October 2024 payments staff must review the “Supports that are NDIS supports” list (in-list) available on the What does NDIS fund? webpage, to confirm the claim is for an NDIS support.

Where a support is not on the “in-list”, payments officers will not be able to proceed with the manual payment unless:

There is evidence that the support is a replacement NDIS support which has been approved; or
Participant has been funded for the support in their plan prior to 3 October 2024 and evidence exists to support payment.

For more information:

Payments triage officers can refer to Section 10 - NDIS Supports and Exceptions.
Payments officers can refer to NDIS Supports Manual Claim Exceptions.

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Self-Managed

Important Notice: Effective from 14 July 2025, an updated manual self-managed claim form has been published.

Enhancements include a new layout of the claim details table.

Additionally, new requirements include:

Third-party NDIS number (nominee or representative)
Payee name (service provider) in claim details table.

Click here to view images…

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ndis Participant Claim Form (Self-Managed)

ee and end date * category * (GST inclusive) Total claim amount | $

[Form text and instructions omitted or garbled in source form images]

Stop! Look! Check!

A 2-week grace period has been implemented for self-managed claims submitted with an MSC form. From 28 July where a participant of their authorised representative submits a manual self-managed claim it must be on the updated Participant Claim Form.

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The new claim form is available from the NDIS website ndis.gov.au self-management page — How you can pay for NDIS supports as a self-manager | NDIS

For new CPE’s created from 28 July 2025, payments staff will be required to follow the request for information process to obtain an updated participant claim form from the participant or their authorised representative.

Payments triage officers will follow the Request Information/Provide Education Internal/External process and provide the Request for information — Updated MSC form required (Self-managed - Participant) or Request for information — Updated MSC form required (Self-managed - Authorised Representative) response.

Payments officers will follow the Request Information Internal/External and provide the Request for information — Updated MSC form required (Self-managed - Participant) or Request for information — Updated MSC form required (Self-managed - Authorised Representative) responses.

When payments officers process manual self-managed claims for CPEs created up to 28 July 2025 with old MSC forms, they will provide an education response for future claiming with the updated form.

Paid - Closure and Education for updated MSC form (Self-Managed - Participant)
Paid - Closure and Education for updated MSC form (Self-Managed - Authorised representative)

Manual Self-managed Claim Form Requirements

The new Manual Self-managed Claim (MSC) form must be completed correctly and in full, with a valid signature if it has been signed. If the form has not been signed, please see below.

The signatory must be the participant, an authorised representative or a third-party with consent on file that specifically states they are able to act on the participants behalf and can submit payment requests.

Payments staff must confirm the following MSC form requirements to progress the CPE.

Participant and third-party (nominee or representative) details

Payments staff must confirm the following information is correct.
- Third-party (nominee or representative) details (full name, date of birth, third party NDIS number and relationship to participant).
- Participant details (full name, date of birth and participant NDIS number).
Other parties are able to assist with filling out the form as long as the form is signed and submitted by someone with consent.

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If there is any doubt about the authenticity of the form, payments staff should contact the participant or authorised representative to confirm:

Payments triage officers will refer to Phone a Participant or Provider for Payments Staff.

Payments officers will refer to Phone a Participant or Provider for Payments Staff.

Valid signature or unsigned form

Both written and digital signatures are acceptable.

If the participant or authorised representative is unable to sign, unsigned forms can be accepted.

Digital signature and unsigned form additional requirement

When a MSC form is submitted unsigned or with a digital signature it must be received from an email address registered on the participant or authorised representatives account to be accepted.

The original email must be viewed to confirm it has been submitted from the registered email address. Note: Staff are unable to attach the original email to the CPE, when the NCC create the CPE, they will add the general enquiry case number as the parent case to enable staff to view these details.
- Payments triage officers will refer to Attaching and Locating Documents to understand how to locate and attach documents in PACE.
- Payments officers will refer to Attaching and locating documents to understand how to locate and attach documents in PACE.

Claim details

Payments staff must confirm the following information is completed in full.
- Payee (service provider)
- Payee’s ABN or exemption reason
- Support start and end date
- Support category

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Claim amount (GST inclusive)
Description of support

Claim details on the MSC form match compliant invoice details

Confirm invoices attached are compliant refer to the invoice requirements for self-managed below.
Verify that the purchase receipts or invoice details match the information provided on the form as requested. If there are any inconsistencies, you may need to contact the enquirer:
- Payments triage officers will refer to Phone a Participant or Provider for Payments Staff.
- Payments officers will refer to Phone a Participant or Provider for Payments Staff.

Incorrect form, form incomplete, no invoices

Where the incorrect form has been submitted, form is incomplete and/or there are no purchase receipts/invoices, payments staff must request the required information to progress the CPE.

- Payments triage officers will refer to Request Information/Provide Education Internal/External.
- Payments officers must attempt to contact the participant or nominee by phone if listed as a contact method and refer to the additional information below.

In all instances when there is incomplete or missing information payments officers must:

- First attempt to phone the participant or their authorised representative if it is listed as a contact method before using email. Refer to Phone a Participant or Provider for Payments Staff and the Request Information Internal/External article for further information on contacting participants by phone and email.
- If phone contact was successful or unsuccessful, email the participant or nominee to request the required information using the Request for Additional Information (Self-Managed) template.

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Allow the participant or nominee 5 business days to return the required information and if not received send a follow up email Request for Additional Information Not Received - Follow Up (Self-Managed)
If information is not received within the 24 hours outlined in the template use the Request for Additional Information Not Received - Closure (Self-Managed)

Note for Payments Officers: If, upon review, you have identified that reasonable contact attempts have already been made by Payments Triage staff to request additional/missing information prior to assigning the CPE to the Payments Team, and a response has not been received, Payments Officers are only required to make one additional phone attempt and send one additional follow-up email requesting the missing information using the templates Request for Additional Information Not Received - Follow Up (Self-Managed) or Request for Additional Information Not Received - Follow Up (Provider/Plan Managed).

If the information has still not been received after 24 hours, Payments Officers can then close the enquiry following the steps outlined in Payment Enquiry Closure and using the templates Request for Additional Information Not Received - Closure (Self-Managed) or Request for Additional Information Not Received - Closure (Provider/Plan Managed).

Invoice Requirements Self-Managed

Support dates (start and end)
Support or item description
Total amount claimable

Note: Support line-items are not required on invoices for self-managed participants. Purchase receipts or invoices only need to contain information that they would have provided if claiming in the Portal. When processing payments in PACE a support line-item will need to be input by payments officers to represent a support item name and support category name in PACE.

Plan and Agency Managed

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Invoice Requirements Plan and Agency Managed

Before a plan managed payment can be made, the plan manager must provide:

the service provider’s ABN; or
a completed ATO Statement by a supplier form stating why they are exempt from providing an ABN.

The provider must provide invoices for supports provided. The invoice must contain:

Business name or trading name (This may be the person’s name if they are a sole trader)
Participant’s name
NDIS number
- Plan managers - If the NDIS number is not on the third-party providers invoice but the plan manager has provided it in the payment enquiry when submitting it, this is acceptable.
Support dates (start and end)
Support item
Hours or quantity
Unit price - refer to the NDIS Pricing Arrangements Note: If the unit price charged is above the unit price limit you can proceed however any payment will be capped at the unit price limit for agency or plan managed supports.
Total amount claimable.
- GST component if applicable

Unit price not specified Note: If the unit price is not specified on the invoice, however the total amount claimed divided by the quantity or hours is at or below benchmark price this can be considered a compliant invoice. Example

Support Line item quantity unit price total

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| Assistance With Decision Making Daily Planning and Budgeting | 15_035_0106_1_3 | 2 | | $124.34 |

The benchmark price for this support is $62.17. The total $124.34 divided by the quantity of 2 equals $62.17 which is the benchmark price.

Small variances due to rounding or hours to decimal conversion If there are any small variances due to rounding or Invoice Hours to Decimal Conversion this would not be a reason to deem an invoice non-compliant, and request amended invoices. Small variances can be allowed and paid up to $1.00 per consolidated line item.

Date/s the support was delivered

A provider’s invoice may list the supports delivered for each date per invoice line.

Alternatively, a provider’s invoice may provide a date range for a specific line item with the unit price and quantity on one invoice line.

Both are acceptable but consider the unit of measure a provider is claiming for e.g.:

Are they claiming for 136 hours of support within a 48-hour period for an hourly line item
Are they claiming for 40 days of support within 20-day range for a daily line item

There are no system validations currently in place to prevent this claiming, but we should query discrepancies.

Providers should not put a date range at the top of an invoice for multiple different, listed line items.

It may be that only one hour of support in total was delivered on one day for one particular line item. We would not input a range for the support date.

It is acceptable for invoices to contain support dates for different claim coverage periods or plans.

If a date range is used for a line item, and support dates cross over different claim coverage periods or plans we will need an invoice with a breakdown of dates.

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Remember: We should not process agency and plan managed manual payments in a participant’s current claim coverage period. If the line item used is for a specific day or time of day e.g. Saturday, Sunday, Public Holiday or Weekday evening does this correspond to the date, and time (if noted) on the invoice.

Activity Based Transport

If a provider incurs costs, in addition to the cost of a worker’s time, when accompanying and/or transporting participants in the community (such as road tolls, parking fees and the running costs of the vehicle), they may negotiate with the participant for them to make a reasonable contribution towards these costs. The following is a guide as to what these contributions might be:

For a vehicle that is not modified for accessibility, up to $0.97 a kilometre.
For a vehicle that is modified for accessibility or a bus, up to $2.76 a kilometre.
For other forms of transport or associated costs, such as road tolls, parking, and public transport fares, up to the full amount

While service agreements help to ensure a shared understanding of expectations, supports, responsibilities, obligations and problem resolution, Service agreements (external) explains that “A written service agreement is required for Specialist Disability Accommodation (SDA) supports under the NDIS rules. For other NDIS services, the NDIA does not require written service agreement”. Payments officers do not need to request a service agreement for Activity Based Transport.

If an invoice displays $1 for this line item (e.g.,04_590_0125_6_1) and it doesn’t detail what it’s for e.g., km rate, road, tolls, parking, vehicle running costs please seek additional information from the provider including an updated invoice. If the km rate is higher than $0.97 per km or $2.76 for a vehicle that is modified for accessibility or a bus it may be worth investigating.

The policy around Activity Based Transport is about ‘reasonable contribution towards these costs. The figures of $0.97 and $2.76 are not price limits per se, but they are considered to be reasonable costs negotiated by provider and participant for delivering the support. The provider may travel 20 km at a negotiated price of $0.97 per km for a total amount of $19.40 (20*0.97).

In the provider portal, the payment request may involve one of the following methods for lodging that request:

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$19.40 = $1.00 x 19.4 units
$19.40 = $0.97 x 20 units

The suggested figures of $0.97 and $2.76 do not necessary translate to precise claiming behaviour in the provider portal. Where a payments officer comes across a claim for $20 at 20km, then it might be worth investigating, but be mindful that the provider may be claiming additional costs such as road tolls, parking fees, etc.

Temporary Transformation Payment (TTP)

Eligible registered providers are able to claim a TTP (Temporary Transformation Payment) which is a higher rate than the standard price rates. A number of supports in the Assistance with Daily Living Support Category and the Social, Economic and Community Participation Support Category are in the scope of the TTP. These support line items end in ‘_T.’

In order to access the higher TTP price limits, providers must meet the following eligibility criteria:

they must publish their service prices prominently on their website, and make them available to participants, including participants who are not their clients, and the NDIA on request; and
they must list their business contact details in the Provider Finder in the myplace portal and ensure that those details are kept up to date; and
they must participate annually in a NDIA-approved market benchmarking survey.

Registered providers who meet these eligibility criteria are known as TTP providers. Payments staff do not need to a check if a provider is eligible for TTP but must ensure that they are a registered provider.

Plan managers

are not responsible for ensuring registered providers are TTP compliant. They can accept the claim for a TTP support item by a registered provider as proof of TTP compliance.
are required to inform the NDIA, when requested, which registered providers have made a claim for a TTP support item through the plan manager.

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should not use TTP line items to claim for services delivered by non-registered providers. Non-registered providers are not eligible for the TTP

Provider Claim Form Requirements

Registered or deregistered providers can submit a provider claim form to request manual payment if they are unable to submit a claim or submit a CPE electronically.

Claiming through the portal remains the preferred submission channel.

Registered providers do not need to submit this form if they are able to submit a claim or submit a claim and payment enquiry via the portal.

Unregistered providers cannot use this form. Unregistered providers must submit their claim to a participant or their nominated plan manager.

Claims submitted using this form will take longer to process than claims submitted through the portal.
The provider claim form must be completed correctly and in full.
If providers need to claim for more than one support line-item, they will need to complete a new form for each claim.
Evidence must be provided to support each claim.

Stop! Look! Check! Before proceeding with the provider claim form checks, payments staff must first determine if the provider claim form is required.

Payments triage officers will refer to Review the Documents

Payments officers will refer to

Payments staff must confirm the following provider claim form requirements to progress the CPE.

Provider contacts details

Payments staff must confirm the following information is correct.

Provider details: (Provider name, provider number, ABN, Provider contact)Note: Other parties are able to assist with filling out the form as long as the form is signed and submitted by a provider contact.

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If there is any doubt about the authenticity of the form, payments staff should contact the participant or authorised representative to confirm the supports:

Payments triage officers will refer to Phone a Participant or Provider for Payments Staff.
Payments officers will refer to Phone a Participant or Provider for Payments Staff.

Valid signature or unsigned form

Both written and digital signatures are acceptable.
If the provider contact is unable to sign, unsigned forms can be accepted.

Digital signature and unsigned form additional requirement

When PCFs are submitted unsigned or with a digital signature they must be received from an email address registered on the provider contact or provider account to be accepted.

The original email must be viewed to confirm it has been submitted from the registered email address. Note: Staff are unable to attach the original email to the CPE, when the NCC create the CPE, they will add the general enquiry case number as the parent case to enable staff to view these details.

Payments triage officers will refer to Attaching and Locating Documents to understand how to locate and attach documents in PACE.

Payments officers will refer to Attaching and locating documents to understand how to locate and attach documents in PACE.

Claim details

Payments staff must confirm the following information is completed in full.

Participant name	Participant NDIS number
Support start date	Support end date	Invoice number
Support category	Item number (Claim line-item number)	Claim type
Cancellation reason	Item quantity	Unit of measure
ABN of support provider or exemption reason	Payment amount (GST inclusive)	GST

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Claim details on the PCF match compliant invoice details

Confirm invoices attached are compliant refer to the invoice requirements for plan and agency managed above.
Verify that the purchase receipts or invoice details match the information provided on the form as requested.

If there are any inconsistencies, payments staff will need to contact the enquirer:

Payments triage officers will refer to Phone a Participant or Provider for Payments Staff.

Payments officers will refer to Phone a Participant or Provider for Payments Staff.

Incorrect form, form incomplete, no invoices

Where the incorrect form has been submitted, form is incomplete and/or there are no purchase receipts/invoices, payments staff must request the required information to progress the CPE.

Payments triage officers can refer to Request Information/Provide Education Internal/External for guidance.

Payments officers can refer to Request Information Internal/External for guidance.

If phone contact is successful, you must inform them that you will follow up with an email request covering the required information and this will allow them to reply to the email and have the information attached directly to the CPE.

If phone contact is unsuccessful or preferred method of contact is not phone, you must follow the request for information process allowing the provider 5 business days to respond.

Payments officers can refer to Email a Participant or Provider for Payments Staff.

Payments triage officers can refer to Email a Participant or Provider for Payments Staff.

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Phone a Participant or Provider for Payments Staff
Email a participant or provider for payments staff
Duplicates, Non-Compliant Invoices/ MSC form and Requesting Invoices
Payments Team Feedback
NDIS Pricing Arrangements
Service agreements (external)

Document Owner and Approver

Director Service Delivery Enablement

Feedback

To submit feedback to the Payments Team visit the Scheme Claims and Payments Feedback page. The Capability Team is responsible for managing all feedback on our guidance articles.

Duplicates, Non-Compliant Invoices/ MSC form and Requesting Invoices

This article provides instructions for Payments Officers to follow when Compliant Invoices have not been provided, or potential duplicates have been identified.

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Recent updates

Date	What’s changed
November 2024	Change of heading to include MSC form

Topic Checklist

Topic	Checklist
Pre-requisites	* Have reviewed Invoice and Manual Claim Form Requirements
Actions	Steps or Sections:

*   [Checking for Duplicates](#)
*   [Invoice/MSC form Issue/Non Compliant](#)
*   [When to request an invoice](#)

Additional Information

*   [Related procedures or resources](#) |

Checking for Duplicates

To check if a claim has been processed before you will need to review the claiming history.

For CRM complete a Payment Request Report in SAP-PSCD using the Checking for Duplicate Payments Help Card.
For PACE refer to the Review Claim History PACE - Claim Line Items List User Guide

Search for payment requests which have not been rejected or cancelled, for the date period on the invoice.

Compare support items (or category if self-managed), dates and amounts being claimed on the invoice to the support dates and amounts already paid.
If the Participant or Provider has already claimed for the same support item on the same support date, for the same $ Amount, it will most likely identify as a duplicate payment.

Consider declining the request for payment and advise the provider.

Remember: Under some Core and CB supports Participant’s can have multiple support workers on one date e.g.

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therapies and it may not be a duplicate. Confirm with the provider if the previous payment is valid e.g. possibly for different support workers or allied health professions.

A Participant may submit an enquiry about a payment request rejected through the portal as a duplicate but it may not be an actual duplicate e.g. they may have had two different supports on the same date for the same support category and $ amount e.g. physiotherapy and psychology.

Invoice/MSC form Issue/Non Compliant

If the submitted Invoice/MSC is not compliant with the Invoice and Manual Claim Form Requirements guidance, follow the instructions in Request Information Internal/External article ensuring you check the participant’s preferred method of contact and follow the Phone first Approach if appropriate.
Prior to the contact, the Payment Officer should review the section when to request an invoice and identify all the missing/incorrect information in all the submitted Invoices/MSC form on the Payment Enquiry. The Payments Officer should explain what information is missing and how it is relevant to the resolution of the Claim and Payment Enquiry, be specific about what the issue is when responding to a provider or participant.
If you can determine a provider can claim themselves from a non-compliant invoice provide education and encourage self-resolution e.g.: a. Support dates crossing plan and service booking dates; or b. The provider may need to extend their service booking to the end of a plan
If you have already attempted phone calls and been unable to contact or email was determined to be the more appropriate method of contact, you must email the provider or participant from the Claim and Payment Enquiry and allow them time to respond. Guidance is provided in the Phone a Participant or Provider for Payments Staff and Email a Participant or Provider for Payments Staff articles.
- Refer to Prepare Payments Outbound Phone Call for assistance and tips on how to conduct an outbound phone call.
If phone contact is successful, where new invoices/MSC forms are required, a follow up email should be sent from the CPE allowing the provider or participant to respond and provide documents directly to Payments Staff.

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Please allow 5 business days for provider or participant to provide the requested documentation as per Request Information Internal/External.

Providing education and enabling a provider or participant to self-resolve their enquiry will reduce escalations. Familiarise yourself with the Using the myplace provider portal step-by-step guide, the myplace participant portal step-by-step guide and the Guide to self-management Think from their perspective:

Why is the participant or provider enquiring about this?

What are their barriers?

How can we effectively resolve their enquiry without reverse workflow i.e. creating further payment enquiries?

When to request an invoice

Only request an invoice if a potential payment needs to be made.
Do not promise payment when requesting an invoice.
Don’t request invoices for current plans where we have enough details to provide education on how to claim.
Don’t request invoices where you can determine issues from a bulk upload attached to a payment enquiry where there is no invoice.
If we are not going to pay for a support or item - do not request an invoice. Refer to the Would we fund it webpage e.g. we don’t generally fund gym membership and weighted blankets. Always check the participant’s plan if unsure. If it’s unclear refer to Service Delivery - Internal Staff Referral to complete a request for explanation of supports.
Has the invoice already been paid? Let the participant or provider know.
- Do not request another invoice where an invoice is not compliant and the participant or provider have already received payment. Provide additional guidance or education when letting them know payment has already been made.

In the Examples below resolution can be completed without an invoice so requesting one would not be appropriate

Example 1

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Payments Capability Hub Invoice and Manual Claim Form Requirements

A provider has submitted a payment enquiry about a quote required Assistive Technology line item they have provided on a specific date. There is no invoice and the line item and date supplied is noted. You have checked and:

It relates to the participant’s current plan
It is funded in the participants plan
A quote has not been implemented

Example 2

A provider has submitted a payment enquiry without an invoice. They want to cancel a payment request on the provider MyPlace portal but there is no option to. You have checked and:

The payment enquiry is from someone in the provider’s organisation who is not an account manager.
The payment request they need to cancel was submitted by the provider.

Invoice and Manual Claim Form Requirements
Request Information Internal/External
Phone a Participant or Provider for Payments Staff
Email a Participant or Provider for Payments Staff
Checking for Duplicate Payments Help Card
Review Claim History PACE - Claim Line Items List User Guide

Document Owner and Approver

Director Service Delivery Enablement

Feedback

To submit feedback to the Payments Team visit the Scheme Claims and Payments Feedback page. The Capability Team is responsible for managing all feedback on our guidance articles.

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ndis.gov.au 17 21 Page 49 of 105

MR25/02131 | FOI 25/26-0515

OFFICIAL

Payments Capability Hub Invoice and Manual Claim Form Requirements

OFFICIAL

ndis.gov.au 17 22 Page 50 of 105