1. Create a Normal Claim
Open Invoicing > Billing.
Select Create new claim.
Select Normal claim.
Under Participant, open the Client field.
Select the required participant.
Review the Claim summary.
Review the available interactions.
Use Search interactions to find a specific interaction where required.
Select Filters to narrow the list by Type, Date from or Date to.
Select the interactions to include.
Review the consent status shown for each interaction.
Enter information under Additional notes, where required.
Complete a consent override if required.
Review the estimated claim total.
Select Create claim.
The Claim summary may show:
Participant
Participant email
NDIS number
Plan
Selected interactions
Estimated total
Consent status
If no eligible interactions are available, check that the interactions are billable and have not already been included in another claim.
2. Override Missing Consent
If a selected interaction does not have recorded consent, a missing consent warning appears.
To continue:
Select Override consent requirements.
Enter a reason for the override.
Confirm that you have documented authorisation to bill the interaction.
Continue creating the claim.
The reason is required and is stored with the claim.
Important: Only override consent when you hold documented authorisation to bill the selected interactions.
3. Review a Claim
Open a claim from the Billing overview, Recent claims, or the claim-management list.
The claim page may show:
Claim reference
Claim status
Issued date
Period
Services
From
Bill To
Service details
Subtotal
Payments received
Credit applied, where Credit Notes are enabled
Amount due
Synchronisation warnings
Payment history
Credit Notes, where enabled
Activity
Mark as paid
Additional actions
Claim statuses may include:
Draft
Submitted
Pending
Partially Paid
Approved
Paid
Credited
Rejected
The Credited status only appears where Credit Notes are enabled.
4. Review Claim Warnings
Banners may appear above a claim when attention is required.
These may include:
Claim rejected with the rejection reason and who recorded it
Xero sync needs attention
Resubmission with a link to the original claim
Partial payment or carry-forward information
Insufficient plan budget information
Review any warning before continuing with another claim action.
5. Review Claim Actions
Open the additional actions menu to review the actions currently available for the claim.
Actions may include:
Send claim
Download invoice
Sync from Xero
Credit remaining balance
Mark as rejected
Reverse rejection
Resubmit claim
Delete claim
The available actions depend on the claim status, your permissions and the organisation configuration.
The Service details table may also provide actions for individual lines, including:
Mark line rejected
Reverse line rejection
6. Mark a Claim as Rejected
Open the claim.
Open the additional actions menu.
Select Mark as rejected.
Review the warning.
Select the required NDIA Reason Code.
Enter Notes, where required.
Select Mark rejected.
The claim status changes to Rejected and the action is recorded in the claim activity.
A paid claim cannot be rejected.
Available reason codes may include:
NF02 Invalid item number
NF03 Date out of range
NF04 Duplicate claim
NF05 Plan-managed item billed agency-managed
NF06 Cancelled participant
NF07 Cancelled provider
NF08 Service not on plan
NF09 Plan ended
NF10 Insufficient funds
NF11 Invalid quantity or unit
OTHER
7. Reverse a Rejection
Open the rejected claim.
Open the additional actions menu.
Select Reverse rejection.
Review the current rejection reason.
Enter why you are reversing the rejection.
Select Reverse rejection.
The claim returns to Submitted status, the rejection reason is cleared, and the reversal is recorded in the claim activity.
8. Reject a Single Service Line
Use a service-line rejection when only part of the claim has been rejected.
Open the claim.
Locate the affected line under Service details.
Open the menu for that service line.
Select Mark line rejected.
Confirm that the correct line is selected.
Select the required NDIA Reason Code.
Enter notes where required.
Confirm the rejection.
The affected line is marked with the rejection reason without changing the overall claim status.
To undo the rejection:
Open the service-line menu.
Select Reverse line rejection.
Enter a reason.
Confirm the reversal.
9. Resubmit a Rejected Claim
A rejected claim can be resubmitted by creating a new claim from the rejected claim.
Open the rejected claim.
Open the additional actions menu.
Select Resubmit claim.
Choose what to carry forward:
Rejected lines only
All lines
Select Create resubmission.
A new draft claim is created using the selected lines.
The original claim remains rejected and is linked to the new claim. The new claim displays a Resubmission banner linking back to the original claim.
The NDIS resubmission window is 90 days from the original service date. Your organisation may configure a shorter window.
10. Review the Claim Activity Timeline
The Activity timeline records key actions performed on the claim.
The timeline shows what happened, when it happened, and the staff member who performed the action.
Events may include:
Created
Edited
Submitted
Marked rejected
Rejection reversed
Marked paid
Resubmitted
Voided
Evidence attached
Line rejection
Payment recorded
Payment reversed
Synced with Xero
Credit Note raised
Credit Note voided
Credit applied
Remittance committed
Credit-related events only appear where Credit Notes are enabled.
The Activity card may depend on your organisation's plan and audit-log retention settings.
11. Download an Invoice
Open the claim.
Open the additional actions menu.
Select Download invoice.
Wait for the invoice file to be generated.
Open or save the downloaded invoice.
12. Delete a Claim
Open the claim.
Open the additional actions menu.
Select Delete claim.
Review the confirmation.
Confirm the deletion.
Deleting a claim permanently removes the claim and unlinks its associated interactions.
Delete claim is only available while the claim is in an eligible status. In the current workflow, it is offered while the claim is Submitted.
Important Notes
Confirm that each selected interaction belongs to the correct participant before creating a claim.
Do not include an interaction that has already been claimed.
Missing consent requires an authorised override and recorded reason.
Available claim actions depend on claim status, permissions and organisation configuration.
Individual service lines can be rejected without rejecting the whole claim.
Rejected claims can be resubmitted using rejected lines only or all lines.
The Activity timeline records key claim actions and the staff member who performed them.
Credit-related actions appear only where Credit Notes are enabled.
Xero sending, Xero synchronisation and payments are covered in separate articles.
Troubleshooting
I cannot create a claim
Confirm that a participant is selected.
Confirm that eligible billable interactions are available.
Check that the interactions have not already been claimed.
Review any missing consent warnings.
Confirm the participant has the required plan and funding information.
Clear unnecessary filters.
Confirm that you have permission to manage claims.
No billable interactions are shown
Check the selected participant.
Review the date range.
Clear restrictive filters.
Confirm that the interactions are marked as billable.
Confirm that they have not already been included in another claim.
I cannot reject a claim
Confirm that an NDIA Reason Code is selected.
Confirm that you have permission to reject claims.
Confirm that the claim has not already been paid.
Review any warning shown on the claim.
I cannot resubmit a rejected claim
Confirm that the claim status is Rejected.
Check the age of the original interactions.
Confirm that at least one service line is being carried forward.
Review your organisation's configured resubmission window.
I cannot delete a claim
Confirm that Delete claim appears in the additional actions menu.
Review the current claim status.
Confirm that the claim has not progressed beyond the stage where deletion is allowed.
Use the appropriate correction workflow instead if the claim has already been processed.