When do I get paid?

Learn more about payment options, processes and timeframes and why you may experience a payment delay.

How do I get paid?

Before working for your client on Mable, you must send your client a service agreement. Once they’ve approved it, you can begin providing support and submit your support hours for payment.

After the support session, submit your support hours.
The client or their representative approves the support hours – typically within 24 hours – and an invoice is generated. For most clients, invoices are generated weekly on Wednesdays. To help avoid delays, we recommend submitting completed support hours before Tuesdays at 9am (AEST).
Mable invoices the person or organisation responsible for the client’s funding source.

Note: All invoices are checked for issues that might prevent or delay collection of your payment.

Then, how long it takes to get paid depends on your chosen payment option.

Learn more about payment options, processes and timeframes and why you may experience a payment delay.

What are the different payment options on Mable?

There are three payment options on Mable:

Regular payments
10-Day Payments
Express Pay

Your payment will be sent to you within two business days from when we collect the payment from your client. Payment collection times depend on the client’s funding source and payment method can vary. We follow up on any overdue or unpaid payments as per our terms of use.

What are the different payment methods clients can use?

Clients may pay privately via credit card or direct debit.

If your client uses NDIS or aged care government funding, they will likely pay through a service provider. Mable invoices the service provider on your behalf for any work booked through our platform.

How do I find out my client’s payment method?

You can find your client’s payment method in support hours in the ‘payment collected’ column. This column will also show if your payment is ‘paid’ or ‘pending payment’. If you’re using a desktop browser, hover over ‘pending payment’, and a pop-up will appear, showing your client’s payment method and the estimated time required for your payment to be processed. If you’re using a mobile or tablet, you can access this information in the ‘support hours’ tab by tapping on the relevant support hours.

Payment schedule

Payment processing time after support hours have been approved is determined by the payment method used by your client.

Government-funded – we’ll invoice your client or their funding organisation on the next Wednesday. Submit your support hours before midnight on Monday to be invoiced on Wednesday the same week. Payment times depend on the funding organisation and can vary.

Self-managed/self-funded paying by credit card – we’ll charge your client the same day. You’ll be paid within two business days.

Self-managed/self-funded paying by direct debit – we’ll charge your client the next Monday or Wednesday, whichever comes first. Payments are generally received two business days after.

What can I do if my payment is delayed?

Step 1

Check your support hours to find out when they were approved and your client’s payment method. This will help you understand when you might expect payment.

Step 2

After 14 days, an unpaid invoice will display as overdue. At 21 days we’ll then investigate further and follow up with the client’s funding source.

If you have any payment delay questions, please contact us via Live Chat or email us at info@mable.com.au.

What are the reasons why there may be a payment delay?

If an error with a client’s credit card or direct debit details causes a delay, it can usually be quickly rectified once identified.

If your client is paying via invoice, their payment depends on a third party, such as an aged care provider, disability service provider or the NDIA. Once we receive it, we process payment within 1–2 business days. NDIS-registered service providers have also identified additional delays related to the NDIS scheme itself or individual NDIS plans. This is an ongoing industry-wide issue, and the NDIA has created a task force dedicated to working through payment issues.

Funding for Aged Care has recently moved to a similar system where support is claimed in arrears, and many service providers have extended their payment terms as they adjust.

Mable is aware of the impact of payment delays on independent support workers, and we continue to work on behalf of workers on our platform to resolve any payment delays directly with our partner providers and the NDIA.

How can I safeguard against potential payment delays?

Provide detailed support notes.
Get to know your client’s funding type requirements (eg, NDIS price limit rates and 24-hour rates).
Confirm your client’s stated support goals to ensure your support is in line with them.
Add clear cancellation policies in your agreements.

Submit your support hours promptly.

If you are eligible for 10-Day Payments, and you’ve turned on this payment option (on your billing page or in account settings on mobile), Mable Payment Services pays your eligible support hours within 10 days, from approval, even if the payment is still being collected from the client or their funding source.

So, if we’ve not collected your payment by day 10, we’ll pay you the value of your support hours, and take ownership of the invoice and responsibility for collection of payment for that invoice. If we collect your payment sooner, you’ll be paid right away.

All support hours are checked for potential payment risks that might prevent or delay the collection of your payment.

If support hours are not eligible to be paid under our 10-Day Payments terms, we’ll collect your payment under our regular payment terms and explain the actions required to become eligible, so we can collect payment for you as quickly as possible.

Eligibility

Part of your eligibility to turn on 10-Day Payments requires:

20+ approved support hours submissions on the Mable Platform; and
Mable checking that your account is in good standing.

Once you become eligible for 10-Day Payments, the option to turn 10-Day Payments on/off will appear on your Billing page or in Account Settings in the mobile app.

Tips to remain eligible for 10-Day Payments.

Ensure you:

Submit your support hours promptly.
Provide detailed support notes.
Get to know your client’s funding type requirements (eg, to stay within NDIS price limits and 24-hour rates).
Are qualified and verified for the services you provide.
Provide details of any issues if you choose to terminate an agreement.

You can review 10-Day Payments terms of use here.

How can I track my payments with 10-Day Payments?

Go to the support hours section of your Mable account to track the status of your payment.

Under review: Mable reviews all support hours for potential payment risks. Reviews generally take no longer than 1 business day. We’ll contact you if we require further information.
Approved: Your support hours have been approved as eligible for 10-Day Payments. You’ll receive your payment within 10 days.
Declined: Your support hours have been declined and are not eligible for 10-Day Payments. Your payment will be collected as per Mable’s regular payment terms.

If 10-Day Payments is unavailable, you’ll be notified by email.

Unavailable/on hold: Your access to 10-Day Payments is unavailable and your payment will be collected as per Mable’s regular payment terms. You’ll be asked to share information with us, which we’ll review for potential reinstatement of 10-Day Payments.

Mable has partnered with PayNow Finance to offer Express Pay.

Express Pay guarantees you receive payment within 3 business days (subject to eligibility). You can select the Express Pay payment option in support hours. A 1.5% fee applies.

For example, a support worker with a rate of $40/hr using Express Pay will:

Pay a 10% platform fee to Mable = $4/hr
Pay a 1.5% PayNow Finance administrative fee = $0.60/hr
Receive a final rate of $35.40/hr.

Express Pay eligibility

Express Pay requests are submitted for review by PayNow Finance and may be declined if they do not meet eligibility criteria.

PayNow Finance may decline a request for Express Pay where:

There is a pattern of non-payment, disputed or delayed payments between a client and/or their fund manager and support provider.
The invoiced value is significantly higher than usual for that client or contains a flat-rate service that a fund manager may dispute.

If an Express Pay request is declined, we’ll notify you by email, the Express Pay fee will not be charged and the invoiced value will be collected and paid to you under regular payment terms.

If there’s an issue preventing the collection of invoiced amounts, Express Pay may not be available until the issue is resolved. Issues could include:

Hourly rates exceeding the maximum that can be charged for a service type under NDIS guidelines
Delayed support notes submission
Availability of funding.

If you think your Express Pay request was incorrectly declined or want more information about why you don’t have access to Express Pay, please contact us.

Express Pay terms of use

Why is there a 1.5% Express Pay charge?

The charge covers administration, fraud detection, finance and insurance fees involved with providing Express Pay.

How do I find out when my support hours were approved?

The approval status of support hours can be found in your support hours’ ‘client approved’ column. This shows whether your client has approved or rejected your support hours. If approved, hover your mouse over the green box, and a pop-up will appear to show the approval date.

In the mobile app, approved support hours can be found in the ‘Current’ section of the Support Hours tab. Support hours waiting for approval will appear in the ‘Pending’ section.

If your support hours have been rejected, get in touch with your client to understand more. If, after speaking with your client, you believe your support hours have been incorrectly rejected, contact Mable’s customer support team for assistance.