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When do I get paid?

Find out how payment processing works, how long it should take, and reasons you may be experiencing delays.

Payment processing

If your client is government funded, Mable generates invoices and collects payment on your behalf from your client’s funding source, such as the NDIA. As soon as we collect payment, we transfer funds to you. Sometimes, these payments must come via a financial intermediary who collects payment from the NDIS before making payment to us. We’re working with these intermediaries to find ways to speed up this process, so that we can get payment to you quickly.

How do support workers get paid through Mable?

These are the steps to take before payment processing:

  1. Create an agreement.
  2. Your client accepts the agreement.
  3. Deliver the services.
  4. Complete your timesheet.
  5. Your client approves the timesheet.
  6. Payment processing begins.

Before working for your clients, make sure you have an accepted agreement. Once an agreement has been accepted can you begin giving support.

When you finish a shift, add your timesheet. If your client is government funded, submit your timesheet before midnight on Monday to be invoiced on Wednesday the same week.

Your client will approve or reject your timesheet within 24 hours and we’ll generate an invoice and send it to your client’s funding source.

When we receive it from the funding source, we’ll process your payment. Payment times depend on the funding source and can vary.

What are the different payment methods clients can use?

Clients can pay directly via credit card or direct debit.

If they are using NDIS or aged care government funding, it’s likely that your client will be paying through a service provider. In this instance, Mable invoices the service provider on your behalf for any work booked through the platform.

Payment schedule

  • Government funded – we’ll invoice your client or their funding organisation the next Wednesday. Payment times depend on the funding organisation and can vary.
  • Credit card – we’ll charge your client the same day. You’ll be paid within 2 business days.
  • Direct debit – we’ll charge your client the next Wednesday or Friday, whichever comes first. You’ll be paid within 5 business days.
  • Express Pay – Express Pay guarantees your invoice is paid in 3 business days. You can access this in timesheets. A 2.5% fee will be applied if you use this option.

Payment processing time is determined by the method by which your clients are paying.

How to find when your timesheet was approved

This can be found in the column titled ‘client approved’ on your timesheet. It will indicate whether your client has approved or rejected each timesheet. If a timesheet has been rejected, it’s likely that your client would like to discuss the details. Please contact your client to understand more. If it’s been approved, hover your mouse over the green box, and a pop up will appear indicating the date of approval.

How to find your client’s method of payment

This information can be found in the ‘payment collected’ column in your timesheet. It will indicate if your payment is paid or pending payment. If it’s to be paid, you can hover your mouse over ‘pending’, and a pop up will appear, indicating your client’s method of payment, and estimated time required for your payment to be processed.

The box will be highlighted in orange if there has been an issue with payment. In this instance, contact the Mable team for more information.

What can I do if my payment is delayed?

Step 1

Check your timesheet to find out when it was approved, and your client’s method of payment. It will help you understand when you might expect payment.

Step 2

If your payment is overdue, you can also submit an enquiry via the ‘enquire now’ button in timesheets to our team at Mable and we’ll follow up your overdue payment.

Step 3

If you have any questions, please email us at info@mable.com.au or call us on 1300 73 65 73.

Reasons there may be payment delays

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

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 and may vary. Once we receive it, we process payment within 1–2 business days. Service providers who are registered with the NDIS have also identified additional delays that may be related to the NDIS scheme itself or individual NDIS plans. This is an issue that is being felt across the industry, by large organisations as well as sole traders such as yourselves. The NDIA has put together a taskforce dedicated to working through payment issues.

At Mable, we are aware of the impact that any payment delays have 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.

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