What non face to face support means
Much of the work that goes into good support happens away from the participant. A therapist plans a session, writes up an assessment or makes a visual schedule. A support worker team leader writes notes so other workers can follow the same approach. When that work is genuinely for one participant and their goals, the NDIS pricing arrangements allow it to be claimed as a non face to face support.
It is claimed against the same support item as the direct support, using the non face to face claim type. In the 2026/27 pricing schedule, therapy items have their own non face to face line, for example 01_661_0128_1_3_NF for occupational therapy, at the same price limit as direct therapy.
The conditions
Under the NDIS Pricing Arrangements and Price Limits, a provider can only claim non face to face time when all of these apply:
- The pricing arrangements allow non face to face claims for that support item
- The charges follow the price limits and the service agreement
- The work is part of delivering a specific support to that participant, or is needed to run a group support they attend
- The provider has explained the work to the participant and why it is a good use of their funds
- The participant agreed in advance, usually in the service agreement
What can usually be claimed
- Writing reports for the participant's other workers or providers about their progress
- Preparing resources made for that participant, such as a social story or home program
- Research by a capacity building provider that is specifically linked to the participant's needs and goals
- Time preparing for a group support the participant attends, where needed to run it
What cannot be charged
The price limits already include an allowance for overheads, so general administration must not be billed to a participant. The pricing arrangements give these examples of activities that are not billable non face to face supports:
- Pre engagement visits
- Developing and agreeing service agreements
- Entering or changing participant details in your systems
- Changing service times and monitoring staff travel
- Ongoing NDIS plan monitoring
- Completing a quoting tool or making service bookings
- Making payment claims
- Staff training, upskilling and supervision
Reports the NDIA asks for
A report the NDIA has requested, such as one at the start of a plan or one measuring progress at reassessment, is its own claim type: NDIA requested reports. Use that rather than non face to face. A report you write on your own initiative for other providers is non face to face.
For non face to face work, the price limit is the one for where the worker is when doing it, not where the participant lives.
For participants: what to check
Read the service agreement before you sign. It should say whether non face to face time can be claimed, what kinds of work it covers and roughly how much to expect. Ask your provider to show non face to face time as a separate line on invoices, with a short description of the work. If you see charges you did not expect, ask about them, and remember the provider can only charge for work actually completed, not a flat fee.