Start with the invoice details
A payment query can begin with something simple: a missing invoice number, an unclear service date, incomplete business details or information that does not identify the support clearly enough.
- Check the provider and participant details.
- Check the service date, hours or quantity and total.
- Check the invoice number and payment details.
- Check that the invoice went to the correct recipient.
Check whether the support item matches the support delivered
Do not keep changing support items until an invoice is accepted. The support item and description should reflect the support that was actually delivered and the current official information that applies.
Compare the hours, rate and total
Recalculate the hours and total from the records behind the shift. Check minute conversions, breaks, the applicable rate and any extras rather than assuming the original calculation was correct.
Check the records behind the claim
Your progress notes, support logs, roster or booking information and service agreement should make sense alongside the invoice.
If those records tell different stories, stop and work out why before resending.
Do not guess about funding
Shifts Primed does not interpret a participant's plan or confirm available funding. If the support or arrangement is unclear, use the appropriate participant, nominee or authorised contact rather than guessing.
Frequently asked questions
Why would a plan manager query an invoice?
There is no single reason. Common areas to check include missing invoice details, hours or totals that do not match records, the support item or rate, agreed arrangements and the information needed to process the invoice.
Should I just resend a queried invoice?
Not until you know what the query is. Check the invoice and supporting records, correct what is genuinely wrong, then resend it through the agreed process.
Can Shifts Primed confirm whether the participant has enough funding?
No. Shifts Primed provides administrative guidance only and does not interpret individual plans or confirm funding.