If you have recently submitted a Short Term Accommodation (STA) claim, you may have noticed that some claims or reimbursements are being rejected by the National Disability Insurance Agency (NDIA). This increased scrutiny is due to the NDIA’s heightened focus on what participants are claiming as Short Term Accommodation and Respite, as well as the documentation required for approval.

We understand that this may be causing confusion for participants and service providers who depend on timely payments. To assist, we have compiled key information to help you understand the NDIA’s approach and how it may affect you.

Delays to Short Term Accommodation Payments

The NDIA has intensified its efforts to prevent fraudulent claims and ensure compliance with updated review processes. All claims are now subject to a revised review process before funds are released.

While the NDIA aims to process valid claims within 2 to 3 business days, many claims are currently taking longer, sometimes several business days or even weeks. In some instances, claims are being held, reviewed, and occasionally denied after extended periods. A notable increase in rejected STA claims has occurred, particularly those perceived as “holiday” expenses.

If you are our customer, our team will ensure that all necessary information and documentation are submitted alongside your STA claim to the NDIA.

Increased Requests for Additional Information

There has been a rise in the number of STA claims requiring additional documentation for approval. The NDIA may request the following:

• A signed Service Agreement between the service provider and the participant covering the dates of the Short Term Accommodation.
• Confirmation of the participant’s accommodation, including booking confirmations or paid receipts.
• Details about the support worker(s) who attended the Short Term Accommodation, including their name, business name, ABN, and roster of hours during the stay.
• A description of the supports provided by the support worker.
• An outline of the activities the participant engaged in during their STA, including dates and descriptions.
• Any evidence that clarifies your circumstances and justifies your need for respite care.

To gather this information, we may ask questions such as:

• Is Short Term Accommodation included in your current plan?
• What is the purpose of the Short Term Accommodation, and how does it support your goals?
• If you are using 1:1 supports, what is the reason?
• If you do not require a support worker, can you explain why?
• Does the Short Term Accommodation represent value for money (e.g., reasonable accommodation versus luxury hotels)?
• If you created your own Short Term Accommodation arrangement rather than using a provider, why was this necessary?

Note: We recommend working with a Short Term Accommodation provider to ensure your stay complies with NDIA guidelines.

Tips for Managing STA Spending and Claims

1. Remember, STA Is Not for Holidays The NDIS operational guidelines clearly state that STA funding is not intended for holidays. It is meant for reasonable and necessary supports related to your disability, such as respite or skill-building.
2. Seek Advice Before using your funding for holidays, hotels, or vacation-like experiences, or if you require a support worker while travelling, consult your NDIA Planner, Local Area Coordinator (LAC), or Support Coordinator.
3. Get an Invoice; Avoid Out-of-Pocket Payments Whenever possible, avoid paying deposits or making out-of-pocket payments. A reliable STA provider should be willing to submit an invoice on your behalf, ensuring any issues are addressed before payments are made.
4. Anticipate Longer Processing Times Be prepared for delays by staying organised with your invoicing and fund management.
5. Report Issues If you experience delays or other concerns with payments, report them to the NDIA. Your feedback can help identify and resolve system issues.

And Finally…

If you are our customer, our team is here to work with you and your providers to minimise the impact of extended processing times for STA payments. If you are unsure whether your plan includes funding for Short Term Accommodation, check under your core funding or contact one of our friendly team members before making arrangements.

Remember, we are committed to keeping you informed about important NDIS updates and changes as they happen.