How to Tell If Your NDIS Provider Is Charging Too Much

Managing your NDIS plan can sometimes feel complex, especially when it comes to reviewing invoices and making sure your funding is used correctly. While the vast majority of NDIS providers are fair, transparent, and committed to helping you achieve your goals, mistakes and unclear billing can happen. Understanding your rights and knowing what to look for is the key to protecting your budget.

This guide is designed to empower you. It will walk you through how to recognise potential overcharging, check your invoices with confidence, and understand what steps to take if something doesn’t seem right. Your NDIS funding is yours, and ensuring it goes as far as possible starts with financial safeguarding.

What Counts as Overcharging in the NDIS?

Overcharging isn’t always malicious; sometimes it’s just an administrative error. However, it’s important to know what it looks like so you can spot it. In the context of the NDIS, overcharging can include:

• Charging above NDIS price limits: For many supports, NDIS registered providers cannot charge more than the maximum rates set in the NDIS Pricing Arrangements and Price Limits (PAPL).
• Billing for time not delivered: This includes invoicing for a full hour when a session was shorter or for appointments that were cancelled with sufficient notice.
• Inflated or incorrect charges: This can cover unreasonable travel time, unexplained non-face-to-face billing, or adding fees that weren’t in your service agreement.
• Using incorrect line items: Charging for a service using a more expensive support item number than what was delivered is a form of overcharging.
• Double billing: Invoicing you twice for the same service or session is a clear error that needs to be corrected.

Understanding these common issues is the first step in ensuring NDIS provider transparency and fair pricing.

How to Check Your Invoices for Accuracy

Regularly performing an NDIS invoice review is one of the best ways to stay in control of your budget. Don’t feel intimidated by the process; a few simple checks can make all the difference.

Here is a step-by-step guide to auditing your invoices:

1. Match dates and hours with your records: Keep a simple diary or use a calendar to note the dates and times of your support sessions. When an invoice arrives, compare the billed hours against your own notes. This is your most reliable evidence of service delivery.
2. Check the support item numbers: The invoice should list specific item numbers for each service. These codes determine the type of support and the cost. Make sure the service described matches what you actually received.
3. Compare prices against NDIS limits: For services with price caps, check that the hourly rate on your invoice doesn’t exceed the amount listed in the current NDIS Pricing Arrangements.
4. Review travel and non-face-to-face charges: Providers can charge for travel and non-face-to-face time (like writing reports), but these must be reasonable and agreed upon in your service agreement. Question any unexpected or excessive charges.
5. Confirm it aligns with your service agreement: Your service agreement is a contract that outlines all agreed rates, including for travel, cancellations, and other fees. The invoice must reflect the terms you signed.

Common Signs You’re Being Charged Too Much

Developing an eye for red flags can help you spot potential issues early. While these signs don’t always mean you’re being overcharged, they are worth investigating further.

Look out for these common warning signs:

• Charges for cancelled sessions: If you cancelled an appointment with enough notice (as specified in your service agreement), you shouldn’t be charged.
• Vague or unexpected fees: Watch for terms like “admin fee” or “sundry costs” that aren’t explained or weren’t included in your service agreement.
• Higher-than-usual travel charges: If a travel charge seems excessive for the distance travelled, ask for a breakdown of how it was calculated.
• Billing above NDIS price caps: A registered provider should never charge more than the NDIS price guide limits for applicable supports.
• Unexplained non-face-to-face time: While report writing and other similar tasks are billable, they should be reasonable and justifiable. Ask for clarification if you see large blocks of this time.
• Sudden billing increases: If your invoices suddenly jump in cost without a clear reason, it’s time to ask questions.

Compare Your Provider’s Rates to NDIS Price Limits

The NDIS Pricing Arrangements and Price Limits (PAPL) is a critical document for financial safeguarding. It sets the maximum hourly rates that registered providers can charge for specific supports, such as therapy or support work.

It’s important to know that:

• Many supports have price limits: Core supports and Capacity Building supports often have their prices capped. For example, the 2025-26 PAPL sets the standard rate for a weekday therapy session at approximately $223.99 per hour.
• Some supports are quote-based: Items like assistive technology or home modifications don’t have a fixed price limit and are based on quotes. However, the price must still be fair and reasonable.
• Unregistered providers have different rules: If you are self-managed, you can use unregistered providers who are not bound by the price limits. However, comparing their rates to the PAPL is still a great way to ensure you’re getting value for money.

You can find the latest PAPL and Support Catalogue on the NDIS website. Use it to check if your provider’s rates are compliant.

How to Raise Concerns with Your Provider

If you spot something on an invoice that doesn’t look right, the best first step is to talk to your provider. Most discrepancies are simple misunderstandings or clerical errors that can be fixed quickly. Approach the conversation with a collaborative and inquisitive mindset.

Here’s how you can ask for clarification:

1. Start with a polite request: Contact your provider and ask for an itemised invoice that breaks down all the charges.
2. Ask specific questions: If a charge is unclear, ask about it directly. For example, you could ask which support item number was used or request a justification for non-face-to-face billing.
3. Request a correction: If you’ve identified a clear error, calmly point it out and ask for a corrected invoice.

You could say something like:
“Hi [Provider Name], I’m reviewing my latest invoice and had a quick question about the charge on [Date]. Could you please help me understand the breakdown of the non-face-to-face time? It seems a bit higher than usual. Thanks for your help!”

When to Escalate the Issue

If your provider is unwilling to clarify charges, refuses to correct a clear error, or if you feel pressured, it’s time to escalate the issue. Remember, you have full control over your NDIS plan and who delivers your supports.

Your options for escalation include:

• Contacting the NDIS Quality and Safeguards Commission: If you believe a registered provider is breaching compliance (e.g., charging above price caps), you can lodge a complaint. You can call them on 1800 035 544.
• Speaking with your Support Coordinator or Plan Manager: These professionals can advocate on your behalf and help resolve disputes with providers.
• Changing providers: If you’re consistently dealing with unfair pricing in your NDIS plan or a lack of transparency, you always have the right to find a new provider who better meets your needs.

Tips to Protect Yourself from Future Overcharging

Proactive financial safeguarding is the best way to ensure your NDIS budget is protected. By adopting a few simple habits, you can minimise the risk of overcharging and make your NDIS invoice review process seamless.

• Keep a diary: Note all your service dates, times, and a brief description of the support received.
• Request itemised invoices: Always ask for detailed invoices rather than a single summary figure.
• Read your service agreements: Ensure your service agreement clearly specifies all hourly rates, travel policies, and potential fees before you sign it.
• Review statements monthly: Don’t let invoices pile up. A regular review helps you spot issues while the details are still fresh in your mind.
• Consider a Plan Manager: If you want an extra layer of oversight, a plan manager can handle your invoices and help you with any NDIS provider payment disputes.

Stay in Control of Your NDIS Funding

Overcharging can happen, but you have the tools and rights to protect yourself and your NDIS budget. By regularly checking your invoices, understanding the NDIS price guide limits, and knowing how to ask questions, you can ensure your funding is spent correctly and lasts longer.

If you’re unsure about a charge on your NDIS invoice, reviewing your service agreement and comparing rates to NDIS pricing is a great first step. You have the right to ask questions and receive clear answers.