NDIS claim types explained: direct, non-face-to-face, and travel

The NDIS payment system uses specific claim types that determine how a support is categorised, priced, and reported. Using the wrong claim type is one of the most common causes of payment errors and a routine finding in compliance audits.

This guide explains the main claim types, when each applies, and how to avoid the most frequent mistakes.

The main claim types

The NDIS Pricing Arrangements refer to these as payment types or support purpose codes. There are four used regularly in practice.

Direct (Standard)

This is the default claim type for support delivered in person. A worker attends a shift, delivers a support, and the time billed reflects the hours of direct contact with the participant.

Direct claims use the standard Price Guide rate for the relevant support item and delivery time (weekday, evening, Saturday, Sunday, or public holiday). The rate varies because it reflects the Award rates that must be paid to employed workers at different times.

The note written for a direct claim should record: the date, start and end time, the support delivered, how it connected to the participant's goals, and any relevant observations.

Non-face-to-face (NF2F)

Non-face-to-face supports are legitimate billable work that happens away from direct participant contact. For support workers, the most common examples are:

• Report writing requested by the participant or their plan manager
• Coordination activities directly related to an individual participant
• Some assessment activities
• Plan review preparation

NF2F is not a catch-all for admin time. It applies only where the work is directly related to the individual participant and where the support item description in the Pricing Arrangements explicitly allows non-face-to-face delivery.

Check the Pricing Arrangements before using NF2F for a given support item. Some items explicitly permit it. Others do not. Claiming NF2F for a support type that requires in-person delivery is a billing error.

The billable rate for NF2F is typically the same as the direct weekday rate. You cannot charge the Saturday rate for NF2F work done on a Saturday.

Provider Travel

Provider travel covers reasonable travel costs incurred to deliver a support. Two components can be claimed separately, depending on the support item.

Worker travel time can be billed at a rate set in the Pricing Arrangements, applied to the time spent travelling to or between participants. The rate is lower than the direct support rate. This can only be claimed if the support item allows it, and only for travel that is genuinely required to deliver the support.

Vehicle costs can be claimed where the provider uses their own vehicle. The NDIS sets a cents-per-kilometre rate that is updated periodically. Keep a travel log with dates, destinations, and kilometres for each journey.

Provider travel is not the same as participant transport. If a support worker drives a participant somewhere as part of a support (e.g., community access, appointments), that is participant transport and may be billed differently depending on the situation.

Irregular Support Needs (Irregular SIL)

This claim type applies specifically to Supported Independent Living supports. It covers additional staffing required for participants with irregular support needs that cannot be captured by standard daily rates. It is not applicable outside the SIL context.

Support category and registration group must match

Beyond claim type, every NDIS claim must use the correct support category and support item code. The Support Catalogue contains thousands of line items grouped by category. Using the wrong line item, even if the work you delivered is legitimate, creates a payment error.

The key categories for most providers:

• 01 — Daily Activities (assistance with daily life)
• 04 — Social and Community (community participation)
• 07 — Support Coordination (support coordination and specialist support coordination)
• 09 — Improved Living Arrangements (SIL and SDA)

Each category has specific items with their own rates and delivery rules. The Billa price guide feature lets you search support catalogue items while writing notes to confirm you are using the correct codes before submitting claims.

Common mistakes

Claiming the wrong time-of-day rate. The NDIS uses different rates for weekday daytime, weekday evening (after 8 pm), Saturday, Sunday, and public holidays. The rate on the claim must match the actual delivery time. Claiming a standard weekday rate for a Sunday shift is an error that will show up in audits.

NF2F without the note to support it. Every NF2F claim needs documentation showing what work was done, why it relates to the participant, and how long it took. "Admin" or "report" without any further detail will not survive scrutiny.

Travel claims without a travel log. Provider travel needs to be documented. If you are claiming worker travel time or vehicle kilometres, you need a record showing the route, date, and purpose.

Claiming for cancelled supports without a cancellation policy. Short-notice cancellation claims are only valid if a signed service agreement with a cancellation clause exists. Without one, the claim is not payable. The NDIS service agreement guide covers what the clause needs to say.

Notes not matching claims. A claim submitted for a support must have a note to support it. The date, time, and support type on the note should match the claim exactly. A note written for the 28th claiming three hours of daily living support, and a claim submitted for four hours on the same date, is a discrepancy that will be picked up.

Keeping claims and notes aligned

The most practical protection against payment errors and audit findings is having your notes and claims generated from the same source. When a note is written in Billa, the support item is selected at the time of writing, and the line item details flow through to the claims export. The date, duration, and support type are consistent because they come from the same record.

If you write notes in one system and build claims in another, the chance of inconsistency increases with every shift. Small discrepancies accumulate and can result in NDIS audits, payment holds, or repayment requests.

For the broader documentation picture around what auditors look for in claims and notes, see the NDIS audit checklist.