Summary

NDIS Information

Creating the Support

# Summary

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51129670777/original/8hGH-qAcNYH1oa0bLHpl1bfVoCFBShRjnA.png?1699237801)

The NDIS has recently made a change to how they are processing claims for Participants involving Non Face to Face supports. This will mean a change in how you create and claim for these supports. This guide will provide information on the change and show you how to create a support including Non Face to Face activities.

# NDIS Information

Providers can only claim for a Non Face to Face support if:

* It is listed as Non Face to Face in the NDIS Price Guide catalogue.
* The activities are part of delivering a specific disability support item to that participant (rather than a general activity such as enrolment, administration, or staff rostering).
* The provider explains the value of these activities to the participant.
* The service agreement between the participant and provider specifies that Non-Face-to-Face supports can be claimed.

For example, the 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”. Therefore, time spent on Non-Face-to-Face activities that assist the participant - for example, writing reports for co-workers and other providers about the client’s progress with skill development - could be claimed against this support item.

However, research undertaken by a capacity-building provider specifically linked to the needs of a participant and to the achievement of the participant’s goals may be billable as a Non-Face-to-Face support with the participant’s prior agreement.

Charging a fee that is not linked to completed activities is not permitted.

When a support is not provided directly (Non Face to Face), then the price limit that applies to the support is the price limit that would apply at the time of actual service delivery.

Examples of administrative activities that **should not** be billed as Non-Face-to-Face supports include, but are not limited to:

* Pre-engagement visits;
* Developing and agreeing 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 a quoting tool;
* Making service bookings; and
* Making payment claims.

# Creating the Support

Create a Support as per normal selecting a NDIS approved Service for Non Face to Face.

Click [here](https://support.caremaster.com.au/articles/adding-supportstransactions-p3kDi0m9Zj?blk=true) to see the complete process of creating a support.


1. Select your required Service Item ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51129671366/original/WSArt801PBWIX3LMD4tp-H0NeQyfK76pUA.png?1699237907)
2. Add a worker and Transport inputs as needed.
3. Select ‘Claim non face-to-face provisioning’
4. Add the Time spent on this activity – it will create an additional support using the above NDIS service item and multiply the duration by the Unit Cost to create the participant charge.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51129671404/original/DcH8z0WVyG-_VPotrXPK-E5EJdlRTkV0tA.png?1699237916)

If you are Claiming this directly from the NDIS via Proda, you will also need to select the Non-Face-To-Face Services in the **NDIS claim type override** as shown below.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51130062979/original/egm417cC7SRWUK9aK90qkSmAaui3UKezdA.png?1699413400)

Once saved, to review these details, go into the support and to the Payments Tab. It will let you know a supplemental support exists.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51129671515/original/cz4_VL7STqxR1VkxYWc9IVT-b-NzfmC0Ng.png?1699237933)

Scroll down to see the Supplemental Support summary and select the $  for a detailed view.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51129671753/original/y8MRjCUoOA0xMgqzC-Kh3t3JQEnzWX2lWQ.png?1699237979)

Scroll up for detailed information.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51129671784/original/ul7zeFIILFjHbbiBHvB2cZ1Kmd1629wZcQ.png?1699237986)

# Claiming or Invoicing


1. If you are claiming this directly with the NDIS, you can include it in a PRODA export.

For the full process [click here.](https://support.caremaster.com.au/articles/how-to-export-a-ndis-bulk-payment-csv-for-proda-upload-8GkxEkT1Oz?blk=true)

In this instance, you can see below how both the 1 hour support and the 20 minutes for the Non Face to Face activity and both eligible for export to be claimed.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51129671907/original/3vI9Fl52aHsYQBZB1YGfz8S42l05DYKUSA.png?1699238005)

2\. For Invoicing, as long as the support is checked, you will be able to complete your normal invoicing process via your preferred financial integration or reporting export.

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51129670778/original/lgCtnQr6uQvKD_ua-ZLW2nAhS0hNi9DXbQ.png?1699237801)

\


NDIS Non Face to Face Supports

User Guide: Client App - Participant & Family Guide

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Xero Integration, Payroll & Invoicing

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Reckon Integration, Payroll & Invoicing

Step 3: Financial Integration

Step 4: NDIS Export Process (Registered NDIS Providers)

Advanced Rostering - SIL Houses (Optional)

Coordination of Support (Optional)

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Actions for CareMaster Aged-Care Providers Transitioning from Home Care Packages (HCP) to Support at Home (SaH)

Passwords reset and activation emails

Error - Support start time must be before end time

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How to stop a service showing on the roster or being included in roster emailed to the participant.

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CHSP Participant Guides

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Participant/Client Leave Requests

NDIS Splitting Participant funding into different Budgets

How to Send SMS/Email Reminders to Clients?

User Guide: Recording Medication Usage for Participants

User Guide: Bulk Assigning and Unassigning of Participants and Workers

How to create new Agencies

The Participant Profile User Guide

How to Manage Participant Funding Limits

Service Agreements

How to generate a HCP statement for a client?

How to email a HCP statement to a client?

Understanding your HCP Statement

HCP Subsidy Increase 01.10.2025

How can I add HCP leave for a client?

Adding HCP Km's to a Support and a HCP Statement

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How to regenerate a HCP statement after adjustments?

User Guide: HCP Funded Participants Setup Guide

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How to Claim / Invoice Cancelled Services?

How to create Provider Travel supports to invoice participants and generate worker timesheets.

How to create Service Organisations

Grouped Supports

How to use 'Quick Save' on the Supports Page

Creating Therapy Supports with 50% Travel change.

Creating Supports for a different Time Zone

How to Use the Manage Button to Change Supports?

Creating and editing a Recurring Booking

How do I bill for NDIS transport?

How to restore a deleted support?

How To Limit Support Services to Approved Services Only

How do I Cancel a Support/Shift

Supports Menu User Guide

User Guide: How to create supports

User Guide: Provider Travel and Transport - Rostering Scenario Guide

User Guide: Supported Independent Living (SIL) Setup, Rostering and Claiming process

User Guide: Short Term Accommodation (STA) Setup, Rostering and Claiming process

Transaction List Export

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Create SaH Supports including Wraparounds & Transport

Support at Home – Release Update 30th October

Participant Statements to be ready by end of February

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CareMaster

NDIS Non Face to Face Supports

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NDIS Non Face to Face Supports

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