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When do I get paid?

Learn more about payment processes, payment options, timeframes and why you may be experiencing delays.

How do I get paid?

These are the steps to request and receive payment on the Mable platform.

  1. After the support session, submit your timesheet.
  2. Client or client representative approves the timesheet (usually within 24 hours) and an invoice is created.
  3. Mable invoices the person/organisation responsible for the client’s funding source.
  4. Invoice is paid. Payment times depend on the client’s funding source and can vary.
  5. Mable sends your payment (minus Mable service fee) to you.

Note: Before working for your client, make sure you have an approved agreement. Once an agreement has been approved, you can begin giving support and submitting timesheets.

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. Submit your timesheet 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 2 business days.
  • Self managed/self funded paying by 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 from when you select this payment option. You can access this in timesheets. A 1.5% fee will be applied if you use this option.

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

How do I find out when my timesheet was approved?

This can be found in the column titled ‘client approved’ on your timesheet. This shows whether your client has approved or rejected a 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 to show the approval date.

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

This information can be found in the ‘payment collected’ column in your timesheet. It will show if your payment is paid or pending payment. If it’s pending payment, hover your mouse over ‘pending’, and a pop up will appear, showing 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 on 1300 73 65 73 or info@mable.com.au 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

After 14 days, an unpaid invoice will display as overdue. You can submit a ‘payment enquiry’ via the ‘enquire now’ button in timesheets to our team at Mable and we’ll follow up with the client’s funding source. Mable automatically follows up all invoices that aren’t paid within 21 days from the date of invoice.

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

Reasons why there may be a payment delay

If a delay is caused by an error with a 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.

What is Express Pay?

If greater certainty about when you’ll be paid or being paid more quickly helps you, we’ve partnered with PayNow Finance Pty Ltd to offer Express Pay. Express Pay is an optional feature that guarantees your invoice is paid in 3 business days (subject to eligibility). You can access this in timesheets. A 1.5% fee will be applied if you use this option.


For example

A support worker with a rate of $40/hr will pay

10% to Mable = minus $4/hr

and 1.5% to Paynow Finance Pty Ltd = minus $0.60/hr

Final rate = $35.40/hr

If you’re not using Express Pay, when you receive payment depends on your client’s funding source. As most clients are government funded and payment depends on their funding organisation, payment times can vary. We’ll process your payment when we receive it from the funding source within 1-2 business days and send the funds to you. Mable follows up invoices that aren’t paid under our terms of use.

Express Pay eligibility

Express Pay requests are not automatically approved. Express Pay requests are submitted for review and your request may be declined if it does 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, their fund manager and support provider.
  • The invoiced value is significantly higher than the usual delivered support for that client or contains a flat rate service that may be disputed by a fund manager.

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

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

  • Hourly rates that exceed the maximum that can be charged for a service type under NDIS guidelines
  • Delayed timesheet submissions
  • Availability of funding.

If you think your Express Pay request was declined in error or want more information about why you don’t have access to Express Pay, you can contact us at info@mable.com.au or call us on 1300 73 56 73.

Why is there a 1.5% charge?

With Express Pay, you receive payment in advance, as though Mable had already received payment from your client’s funding source. Mable then recovers this payment when the invoice is paid. The 1.5% charge covers administration and fraud detection, finance costs and insurance.

More info

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

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