The annual price review changed in July, 2019, has major changes around billing for non face-to-face services.


  • You can bill for non-face-to-face support activities under the NDIS Price Guide, except for administrative tasks like staff rostering. read more
  • You can recover up to 90% of the fees associated with short-term/no-show cancellations. read more
  • The guidelines have changed for travel times increasing to 30 billable minutes within the city and 60 in regional areas. read more

If you’re like most providers, NDIS can be a complicated world to navigate. At, we want to help organisations manage changes to guidelines and take the complexity out of it.

The annual price review changed in July, 2019, has major changes around billing for non face-to-face services. We’ve broken down what these changes mean for you below, but a few things to note to give you some added assistance in figuring out what this means for you.

‘Participant Transport as a Part of Community Participation Support’ Vs ‘Provider Travel’

In order to understand how these changes will affect you, it’s just as important to understand the terminology.

When NDIS references Participant Transport as a Part of Community Participation Support’, they’re talking about when you travel with your Client or the Participant. In other words, when the service is the transport.

When the NDIS talks about Provider Travel, they’re talking about when you are commuting in order to give care to your Client. It’s easy to mix these two up, but important to know the difference.

NDIS Changes Your Organisation Should Be Aware of:

1. Billing for Non-Direct Services

You can bill for non-direct activities, so when a support coordinator is hitting the phones and they spend one-hour finding and booking a camping trip for their client. It’s still part of their job, however, they aren’t face-to-face with the client, so it’s classified as NF2F. Another example is when the support worker is writing a progress report about the client for the NDIA. It’s likely that the client will not be in the room for this and the activity should be classified as REPW.

NDIS states that the provider must also explain that the services they are providing are indeed billable, and that the charges are in-line with the NDIS Price Guide.

Please keep in mind that these activities do not include administrative tasks (think staff rostering).

2. Cancellations

There was also updates to rules about cancellations in the most recent price update that you need to know about. It can be very frustrating when dealing with short-notice cancellations and no-shows. These are classified as a ‘No Show/Short Notice Cancellation’ when:

  • Your client does not give you at least two business days notice to cancel a support service that was booked for less than 8 hours and less than $1,000.
  • If the above is not the case, and your client does not give you at least five business days notice to cancel.

If you find yourself in this position, you are able to recover 90% of the fee associated with the cancellation of a support activity (of course this is only applicable when you don’t have an agreement with the client that says otherwise).
When you go to claim the cancellation so you can get paid, you should request 90% of the negotiated price. - automatically handles this calculations for you ;-)

While you can claim as many cancellations/no shows as necessary (there’s no limit), it’s really important that you always remember you’ve been hired to provide the best care possible to your client, and that means you have to try to understand why one client might be consistently cancelling. The NDIA will monitor claims for cancellations and may contact providers who have a participant with an unusual number of cancellations, so make sure you document everything in your support logs.

3. Travel

The length of time providers can claim for travel has also changed in the NDIA 2019-20 Annual Price Review.

Remember, your client/participant has to agree to time spent travelling to support them.

You can claim the time that you spend travelling to each participant for support work. Only the actual travel time can be claimed up to a maximum of 30 minutes within city areas (was previously 25 minutes), or 60 minutes in regional areas (was previously 45 minutes).

You have to update your service bookings to reflect the new arrangements, and they must be agreed upon with your client.

Below are some useful links that will help you implement the changes to the recent price guide: