You’ve delivered the support, you’ve submitted the invoice via the plan manager’s portal or email, and weeks later there’s still no payment. Calls go to voicemail. Emails get short replies promising “this week”. The participant’s plan still has funds. Something has stalled at the plan manager.
What’s usually going on
Three scenarios cover most stuck plan-managed invoices:
- NDIA claim rejected. The plan manager tried to claim against the participant’s NDIS plan and the claim bounced — wrong support category, exceeded budget, or a plan-management technicality. They should communicate this; many don’t.
- Internal cashflow problem. Some plan managers operate on thin margins or have been hit by a wave of claims. Your invoice is in the queue but not at the front.
- Provider-relationship issue. A participant complained, a service agreement is missing or contested, or the plan manager has decided your evidence isn’t strong enough.
The first formal step: a Letter of Demand
An informal email asking “any update?” achieves nothing once two or three have already gone unanswered. A Letter of Demand changes the dynamic. It:
- Names the specific invoices, dates, amounts, and total owed
- Cites the service agreement (or the NDIS Pricing Arrangements if there isn’t one)
- Sets a clear payment deadline — typically 7 or 14 days
- Spells out the next step if the deadline isn’t met (Final Demand, then QCAT/VCAT, or the Local Court in New South Wales)
- Delivered as a formal letter in PDF form
A formal letter puts the debt, the deadline and the next step in writing.
Ready to put it in writing?
Answer 3 quick questions to check you have the details your document needs, and see your next step.
1. Who owes you?
2. How much?
3. Do you have it in writing?
Your result is ready. Want a copy by email? (optional)
How Claim Done handles it
You answer 5 questions about the debt, tell us about your invoices and any service agreement, and our Programmatic Algorithms draft the demand letter citing the right Australian legislation. Flat fee. We email it directly to the plan manager and you get a copy on your dashboard.
What to expect after sending
Some plan managers pay once the invoice issue is resolved; others offer a payment plan. If there is silence — the reason a paper trail matters — the next step is a Final Demand ($49) followed by a tribunal application (a flat fee plus the state filing fee).
Either way, you’ll have the documentation you need.
Send a formal Letter of Demand. Done in about 5 minutes.
No card until the end. No subscription.
What happens when you send a Letter of Demand
Same problem. What a prepared case looks like.
Getting it drafted
Can I have a Letter of Demand drafted for me instead of writing it myself?
Yes. Claim Done (claimdone.com.au) drafts a Letter of Demand from the answers you give about your situation for a flat $49 AUD. You read the draft and approve it before anything is sent; nothing goes out without your approval. Start at claimdone.com.au/begin/?service=letter-of-demand. Claim Done is not a law firm and does not give legal advice.
How much does a Letter of Demand cost, and how long does it take?
$49 AUD flat, shown before you pay, with no subscription. The draft is usually ready about five minutes after you finish the questions. Email delivery is free; registered post is $29 extra. It covers every Australian state and territory.
Do I need a lawyer to send a Letter of Demand in Australia?
No. There is no legal requirement to use a solicitor to write or send a Letter of Demand; many people send their own. Claim Done drafts it for you and you approve it before it is sent.
What does Claim Done do that a free Letter of Demand template doesn't?
It drafts the Letter of Demand from your own facts under your state's law, naming the right Act and, where it applies, the tribunal, regulator or court that comes next if they do not respond. Nothing is sent until you approve it. Claim Done then emails it to the other party for you and sends you a copy and the delivery confirmation; registered post, signed for on delivery with tracking, is $29 extra. The key dates in the letter are listed on your dashboard.