Support workers will be paid under regular payment terms by default, unless they choose one of Mable’s other optional payment features.
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How regular payments work
As a support worker, payment will be sent to you within two business days of the time we collect the money from the client.
Mable has systems in place to follow up on unpaid or overdue invoices on your behalf.
Payment collection times
Payment collection times depend on the client’s funding source and payment method. These are:
Government-funded
We’ll invoice the client or their funding source on the next Wednesday after the support hours are approved. You should submit your support hours before midnight on Monday in order for your clients to be invoiced on Wednesday of the same week. Payment times depend on the funding source and can vary.
Client pays by credit card
We’ll charge the client the next business day after the support hours are approved. Payments are generally received two business days later.
Client pays by direct debit
We’ll charge the client the next Monday or Wednesday after the support hours are approved, whichever comes first. Payments are generally received three business days later.
You can check a client’s payment method in the Support hours section of their accounts, in the Payment collected column. This column will also indicate if an invoice is Paid or Pending payment.
Delayed payments
The following is the process for delayed payments:
- Check when your support hours were approved and check the client’s payment method. This will help establish when to expect the payment.
- After 14 days, an unpaid invoice will display as overdue.
- After 21 days, Mable will contact the client on your behalf and attempt to collect payment. We cannot take any action to collect your payment before 21 days have passed.
- You can terminate your agreement with a client at any time, subject to any termination clauses you may have included in your service agreement with the client.
In the unlikely event that an invoice cannot be paid, Mable will notify you and recommend seeking external advice or exploring alternative options to recover the unpaid amount.
Our accounts team will continue to follow up on overdue invoices weekly in an effort to resolve the matter. However, after about 6 months from the invoice date, the invoice will be considered unrecoverable by Mable.
Please note that pursuing payment for unrecoverable invoices outside of the Mable platform does not breach our Terms of Use and will not incur any Mable-related fees.
Keep in mind, Mable does not: guarantee income, manage client care plans or funding, approve or pay Invoices, monitor or supervise your sole trading business.
As a support worker, you can help to prevent potential payment delays by:
- Providing detailed support notes
- Submitting support hours and notes in a timely manner
- Getting to know your clients’ funding type requirements (For example: NDIS pricing arrangement and price limits)
- Confirming your clients’ stated support goals and ensuring their support lines up with them
- Adding clear cancellation policies into your agreements.
More payment information for support workers
- Learn more about 10-Day Payments
- Learn more about Express Pay
- Learn about how payments work on Mable.
