What is amending an invoice?

Amending an invoice means making changes to an invoice. The amended invoice is then resent to the client or their funding organisation. An amended invoice does not have a new invoice number.

What is the difference between reissuing, splitting and amending an invoice?

Reissuing an invoice

This means resending the invoice without making any changes. An invoice is often reissued as a reminder for an organisation to make an outstanding payment. Clients, whether self-managed or managed by an organisation, receive an email invoice copy every Wednesday when the invoice is generated. If a client cannot find an invoice in their emails and wants another copy, you can download the invoice from the Billing section of their Mable profile and email it to them.

Amending an invoice

This refers to making changes to the invoice, and then resending it to the client or their funding organisation. It is important to note that the amended invoice does not have a new invoice number. Because the invoice number does not change, you must use the original invoice date when using the invoice date to locate the invoice or an invoice case on Salesforce.

Splitting an invoice

Splitting an invoice refers to creating a new invoice with some shifts from the original invoice. The difference between a split invoice compared to amending one is a second invoice with a new invoice number is created by splitting. Meanwhile, the original invoice retains its invoice number.

To learn more about split invoices, please visit our helpful guide.

Why would an invoice need to be amended?

Most amendment requests are from NDIS plan-managed clients to add line items or support categories. Both plan-managed and self-managed clients have support categories they are approved for in their plans. These support categories determine what type of support the client can receive through their plan.

Please note because self-managed clients know what type of support they receive, they often do not need invoice amendments.

Plan managers may ask for a line item to be added to the invoice. Line items are reference numbers for a type of support, informing the plan manager of which support category to claim the support.

Why isn’t this information on the invoice already?

Mable does not have access to clients’ NDIS plans. We are unaware of which support categories clients are approved for and which support types they will receive on Mable before they do so. If a particular line item or support category needs to be on invoices, the client and their plan manager must let us know beforehand.

What if a support provider requests an amendment to be made to an invoice?

Invoices are issued to the client and may have sessions for multiple support providers. Because of this, invoice amendment requests must come from the client or their funding organisation.

If the support provider requests an amendment because of a cap rate issue, our Accounts team must confirm with the plan manager that the client’s plan allows for that support category. 

What does splitting invoices mean?

Splitting an invoice on Mable means our team moving some of the support sessions from one invoice and putting them on a new invoice, effectively splitting the original invoice into two separate invoices.

For example, if an invoice with four support sessions issued on January 1 is split and a second invoice is created on January 10 featuring two original sessions, each invoice will have a unique invoice number.

Splitting an invoice is different to amending an invoice, where changes are made, but there is still only one invoice.

Why would an invoice be split?

NDIS cap rate issues

We may split an invoice if a plan manager notifies us an invoiced support session is over the NDIS cap rate limit and they want the sessions reissued with rates under the cap. 

Here, the Mable team will contact and inform the support worker their rates are over the cap, and we need their permission to void their sessions so they can resubmit them with acceptable rates. 

We may split invoices in these circumstances because plan managers often pay entire invoices, not individual sessions. 

Previously, if there were five support sessions on an invoice and one was over the cap, the payment for the other four support sessions would be delayed until the cap rate issue was resolved.

In this scenario, splitting the invoice means the four cap-compliant support sessions are reissued on a new invoice. 

The single session exceeding cap limits would remain on the existing invoice.

By splitting the invoice, the plan manager can pay cap-compliant sessions while the cap-rate issue is resolved.

Changeover

Sometimes a client may change organisations during an invoice period. 

For example, a client may have six support sessions on an invoice, but they changed organisations halfway during the invoice period.

The first three sessions need to be paid for by the previous organisation, while the final three sessions need to be paid for by the new.

If one of these organisations notifies us, we can split the invoice appropriately. This ensures support sessions for the new organisation go onto a separate invoice.

As with all split invoices, this separate invoice will have a new invoice number and issue date. The old organisation will then be sent an adjustment note from our team explaining they only need to pay the first three support sessions on the original invoice.

Disputed Invoice

A disputed invoice is when a client refuses to pay for invoiced support sessions.

If there are multiple support sessions on the invoice, then the invoice may be split by Mable, and the support sessions not in dispute will be added to a second invoice. 

This allows the client to pay for these support sessions while disputed support sessions stay on the original invoice while the dispute is ongoing.

How do I know if an invoice has been split from a previous invoice?

We’ll leave a comment on the invoice outlining the invoice has been split from a previous invoice, plus provide the invoice number for the original invoice.

If a client has a family coordinator or a coordinator not linked to the funding organisation, this client’s account type is Third Party Coordinator.

Organisation Administrators can view the following records for Third Party Coordinator clients in the Compliance tab from their Mable account:

• Incidents
• Support Notes
• Support Worker Details – including if the Support Worker has read the Support Plan.

These records are included in the CSV file that can be downloaded by Organisation Administrators. 

We have helpful guides for how Incident and Support Notes and Support Worker Qualifications reports can be downloaded on Mable.

FAQ

1. Offer your clients genuine, diverse choice, while maintaining your duty of care
Mable makes it easy for you to support your clients with Consumer Directed Care (CDC) or self-management of supports under the NDIS, while meeting your duty of care. All care workers have police checks, references and qualification checks appropriate to the services they are offering.

2. Flexible, responsive care that empowers your clients

Local care workers have the ability to provide a highly responsive service. Help your clients to make the most of this flexibility by using Mable to design their care and support around their life goals.

3. Access to a diverse range of workers to meet client needs
CDC and the NDIS by definition recognise that people have unique needs and preferences. With Mable, you can help your clients to find a wide range of local care and support workers who meet their diverse service, geographical, cultural, linguistic, spiritual, LGBTI, social and gender needs.
4. Quality, person-centred support from motivated workers – it’s their business!

Many care and support workers on the Mable platform are working for themselves. That means you’ll find motivated, flexible support workers who care, because it’s their business to. Better yet, our transparent feedback and review capabilities provide accountability, while celebrating those providing exceptional care and support.

5. Mable saves you time
The right care workers are at your fingertips. Mable’s search filters and SMS dispatch make it simple and convenient for case managers or clients to find and hire a care worker. Time sheets, shift notes, payments and reporting are all delivered electronically through the Mable platform.
6. Maintain direct contact with the care and support workers
Mable allows service providers to have a direct relationship with the care or support worker, so that you can stay informed and connected to your client’s changing care needs.
7. Business advantage 

The Mable platform is responding to the growing demand for greater consumer choice and control. Stay ahead of the curve in our rapidly changing industry by using our platform as a tool to deliver unparalleled choice and flexibility to your clients.

8. Our commitment
We are committed to working with you, to evolve our technology, policies and processes to ensure Mable works for you and your clients.

Mable collects payments from clients on behalf of independent support workers. Organisations can make payments via:

• Credit Card or Pre-Paid Debit Card: When your client accepts an offer from a support worker, and the worker’s timesheets are approved, the support’s cost is deducted from the client’s nominated credit card. The amounts charged are based on the approved support hours, the hourly rate agreed with the support worker and the 7.95% Mable client platform fee. Pre-paid debit cards can also be used on the Mable platform.
• Direct Debit from a Bank Account: Payment can be direct-debited from a nominated account after the support worker’s timesheet is approved. A direct debit authority form must be completed and verified by us before this payment method can be processed. The form can be found in the Payment Details section of your client’s profile.
• Pre-payment using Electronic Funds Transfer: An organisation can pre-pay a specified amount of money into their client’s Mable account. Once a support worker’s timesheet has been approved, the charge is deducted from the remaining balance in the account. When the account reaches $0, another pre-payment can be made.  To set up this payment method, call us on 1300 73 65 73.
• Invoice: Service providers, and sometimes individuals self-managing government funding, can pay by invoice. The Mable platform generates an invoice for the support worker using their ABN. Invoices are issued weekly with 7-day payment terms, to ensure support workers are paid promptly. To set up this payment method, call us on 1300 73 65 73.