The NDIS announced updated rules for record keeping on 27 August.
What are ‘records’?
Records include:
- Provider invoices (to show what providers billed you)
- Receipts or your bank account records (to show what you paid)
- Correspondence that shows any difference between these two
- Service agreements (to show how much you agreed to pay)
How long must I keep records?
The length of time required depends on who you are in the NDIS.
Providers
Providers must retain records for 7 years. See examples of the records providers need to keep below.
Participants
Participants must retain records for 3 years.
Plan Managers and Self Managed Participants
Plan Managers must retain records for 3 years.
Other
People who are neither participants nor providers (for example, nominees and child representatives) must retain records for 5 years.
Tips for keeping records
If most of your payment communication is via email, make sure you have a folder in your inbox specifically for NDIS-related services.
TIP: If you receive an invoice to pay in the post, take a photo and email it to yourself!
If you are super organised and save everything to your computer, create one NDIS folder and then subfolders for each NDIS plan year.
Note: If you are Plan Managed, it’s your Plan Manager’s job to keep records, so you don’t need to worry about it!
Agency-managed participants do not need to keep records, as the NDIS handles all their payments.
Why should I keep records?
- Payment Integrity Claims Reviews:
If a self-managed participant submits an invoice that triggers an internal system alert, the NDIA will contact the participant or their nominee. - Payment Integrity Audit:
When the NDIS requests invoices, receipts, or proof of delivery for services that have already been paid for. The NDIA continuously screens past transactions. A historical claim might be flagged months later if it matches a high-risk category, such as high-volume allied health, sudden spikes in transport, or complex support coordination. - Penalties: Penalties for failing to retain suitable records can include fines of almost $40,000 for an individual and $455,000 for organisations. The NDIA can also raise debts for claims that lack appropriate supporting evidence. The NDIA can compel participants to give evidence or appear before the NDIA (failure to do so can result in penalties).
The NDIA may require the participant or Plan Manager to provide proof of service—such as
service agreements, receipts, bank statements, or support logs—before or after releasing funds.
What happens if you don’t have the records?
If the documentation is missing or invalid:
The NDIA can retrospectively cancel the approval of that payment.
- For providers (including Plan Managers), the NDIA will generally take the money back from their future payment claims. This is why Plan Managers have to make sure they are only paying for supports included in your NDIS plan.
- For self-managed participants, the NDIA may raise a formal debt against the individual and require the funds to be paid back to the scheme.
- If the refusal to supply records suggests systemic issues, the participant’s plan may be forced into Agency management or Plan management to restrict control over funding.
Essential Records Providers Need to Keep
IMPORTANT: Every support record must include:
- the participant’s name,
- NDIS number,
- delivery dates,
- support type, and
- hours or quantity delivered.
Invoices:
Must show the provider’s legal name and ABN, participant’s full name and NDIS number, support item number, dates of service, quantity, and unit price.
Service Agreements:
Written contracts detailing the scope, cost, and location of supports.
Support Delivery Records:
Case notes, signed timesheets, support logs, and group attendance rosters.
Operational & Workforce Records:
Incident reports, complaints, worker screening checks, and training logs.
