Avoid Delays to Short Term Accommodation Payments

If you have made a Short Term Accommodation (STA) claim recently, you may have noticed some claims or reimbursements are being rejected by the NDIA. This is because there is a greater focus from the NDIA on what participants are claiming as Short Term Accommodation & Respite, and the information that is needed for approval. 

We understand this may be causing some confusion for participants and service providers relying on timely payments and we’ve gathered all the key information here to help you understand the NDIA’s approach and how it may impact you.

Delays to STA payments 

The NDIA has stepped up their focus to prevent fraudulent claims and to ensure compliance with an updated claims review process. Now, claims will go through a revised review process before funds are released.  

While the NDIA aims to have valid claims paid within 2 to 3 business days, the reality is many claims are taking several business days to process. In some cases, claims are being held, reviewed, and sometimes denied after several weeks. 

A growing number of STA claims and reimbursements are being rejected by the NDIA, especially if seen as ‘holiday’ expenses. 

If you’re a Plan Tracker customer, our team will ensure we have all the necessary information and documentation before submitting your STA claim to the NDIA. 

More requests for additional info

There’s been an increase in the number of STA claims needing additional documentation to get approved. The types of information the NDIA may ask for includes:  

• A signed Service Agreement between the service provider and the participant for the dates the Short Term Accommodation occurred.  

• Confirmation of the participant’s accommodation, including a booking confirmation or paid receipt. 

• Information about support worker(s) who attended the Short Term Accommodation, including their name/business name and ABN, plus the roster of hours during the stay.  

• A description of the supports provided by the support worker.  

• An outline of the activities the participant engaged in during their STA, with dates and descriptions of the activities 

• Any evidence that makes it easier for the NDIA to understand your situation and why it’s  for you to receive respite care, some of the questions we may ask to gather this information could include:  
  • Is Short Term Accommodation stated in your current plan?
  • What is the purpose of Short Term Accommodation and how does it support your goals? 
  • If you are using 1:1 supports, can you let us know the reason?
  • If you don’t need a support worker, can you let us know the reason? 
  • Does the Short Term Accommodation represent value for money? (e.g. luxury hotels vs reasonable accommodation)
  • If you created your own Short Term Accommodation rather than using a provider, can you share why?  
    Note: We recommend working with a Short Term Accommodation provider to ensure your stay meets the NDIA guidelines.   

Tips for managing STA spending and claims 

Remember, STA isn’t for holidays

The NDIS operational guidelines clearly state that STA funding isn’t intended for holidays. This funding is meant for reasonable and necessary supports that are related to your disability, such as respite or skill-building.  

Seek advice

Before spending your funding on holidays, hotels, or vacation-like experiences, or if you need a support worker while travelling, consult with your NDIA Planner, Local Area Coordinator (LAC), or Support Coordinator first.

Get an invoice, don’t pay from your pocket

Whenever possible, avoid paying deposits or making out-of-pocket payments. A good STA provider will be happy to submit an invoice on your behalf. This way, any issues can be identified and resolved before payments are made. 

Factor in longer processing times

It’s a good idea to anticipate delays and to be organised with your invoicing and fund management.  

Report issues

If you have any problems or concerns with delayed payments, report them to the NDIA. Your feedback can help identify and fix system issues. 

And finally… 

If you’re a Plan Tracker customer, our team will work with you and your providers to minimise the impact of the increased processing times on Short Term Accommodation payments. If you’re unsure if you have funding for Short Term Accommodation, this should be written in your plan under core funding. Alternatively, please call one of our friendly team members to check first before making plans.  

And remember, we’re here to keep you up-to-date about important NDIS changes and updates as they unfold. 

For more information, use our Live Chat function, email [email protected] or call 1800 549 670.