What is Non-face-to-face supports?

Conditions for claiming

A provider can claim non-face-to-face time only if all of these apply:

• the pricing arrangements say non-face-to-face claims are allowed for that support
• the charges comply with the pricing arrangements and with the service agreement
• the activity is part of delivering a specific support to that participant

A service agreement can pre-authorise these activities, but only claim them once they have actually been completed.

What cannot be claimed

• Training and upskilling staff.
• Supervision.
• Administration, such as processing NDIS payment claims for all clients.

These costs are already allowed for in the price limits.

Group-based supports

For group-based supports, non-face-to-face costs are negotiated to reflect the participant’s actual needs and claimed separately.

Setting it up in the service agreement

• List the non-face-to-face activities you expect to claim for that participant.
• State how the time is charged and at what rate, within the price limit.
• Keep telehealth separate: it has its own claim type, THLT, so a video session is not a non-face-to-face claim.

The participant then knows before any claim what they could be charged for, and why.

Records to keep

Record what was done, for which participant, the date and the time taken. Show non-face-to-face time as its own line on the invoice so the participant or plan manager can see what they are paying for.

In a bulk payment request, claim the time against the relevant support item using the NF2F claim type. Reports the NDIA itself requires have their own claim type, REPW.