Can support coordinators claim non face-to-face time?
Yes, in most cases. Support coordinators can claim time spent delivering the support that is not face to face, such as phone calls, emails and writing, when that work directly relates to the participant's supports and is agreed with them. It is usually claimed against the same support coordination line item as face-to-face time.
NDIS Pricing Schedule 2026-27 and Support Catalogue
NDIS Pricing Arrangements and Price Limits 2025-26 (claiming rules)
What counts as non face-to-face
Non face-to-face work is time you spend delivering the participant's support when you are not with them in person or online. For a support coordinator this often means calling providers, writing emails, setting up service agreements, or researching options. It must be work that delivers the funded support, not general business administration, which is not claimable.
How to claim it
Non face-to-face time is generally claimed against the participant's support coordination line item, at the same rate as direct time, and should be agreed as part of your service agreement. Record what you did, for whom, the date and the duration, so each claim can be explained. Clear notes are the difference between a defensible claim and one that is queried.
What is changing in 2026-27
With the move to the NDIS Pricing Schedule, the detailed claiming rules are being separated from the price tables. During the transition the practical approach is to price at current rates while following the most recent published claiming rules and documenting the basis for each non face-to-face claim.
Ask Mandy this, and thousands more.
Get instant, cited answers on the NDIS, aged care, health and more, in plain English.
Try Ask Mandy