Tracking non-billable hours might seem like an extra step, but it’s key for NDIS providers. These are the hours and expenses that you still need to pay your staff for but can’t invoice the client. By keeping an eye on these hours, you ensure your team gets paid fairly, while also keeping your finances in check.

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What are non-billable line items?

Non-billable line items are the costs related to the delivered service that your NDIS clients don’t pay for, but you still need to cover or reimburse your support workers. And because they are non-billable, they are not found in the the NDIS service. 

These non-billable line items can be charged by time (for non-billable hours) or by quantity (for kilometres travelled or toll fees). The price at which these items can be charged is determined by your organisation.  

For example, let’s say your support worker travels for 40 minutes, but you can only bill the client for 30 minutes of travel. That extra 10 minutes is a non-billable line item.

Another example is when your worker takes a toll road to reach the client in time, and the toll costs $6.24. Again, the client won’t pay for this expense, but your worker still needs to be reimbursed. This expense can be tracked as a non-billable item to pay your worker later.

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How Comm.care simplifies non-billable tracking

Comm.care makes tracking non-billable line items easy while ensuring you don’t lose sight of what your workers are owed. 

Whenever you create an appointment or progress note, whether for an individual participant or a group, you have the option to add a non-billable line item alongside the standard service line items.

You can enter a time value (for time-based expenses like working hours) or a quantity (for fees such as tolls, parking, etc.). On the progress note, you can set the price for non-billable items using your organisation’s own rate. 

Once these non-billable items are added, Comm.care keeps them separate from the billable items when it comes to reporting and invoicing. This ensures that non-billable items are automatically excluded when generating invoices for clients. As a result, your clients only see the billable services, while the non-billable items stay in your internal records. 

This same process applies when you upload files to the NDIA or export data to accounting systems—non-billable items stay hidden from the client’s view but remain visible for your internal financial tracking.

Specifically, on the Report page on Commcare, you won’t see non-billable items for these types of reports:

• Claims (Invoices/Statements)
• NDIS Bulk report
• Accounting 

The non-billable items are only displayed on internal reports like:

• Activity Report
• Staff Hours

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How to avoid rejected NDIS Payments and get paid faster?

Aside from tracking non-billable line items, Comm.care can also help you save time and reduce the likelihood of errors and disputes. Comm.care allows your team to generate thousands of accurate and compliant NDIS invoices with just 3 clicks.

Besides, Comm.care enables you to export data in the NDIS bulk upload format and import them to the NDIS myplace Provider portal (Proda portal) as NDIS bulk payment requests.

With advanced automation, Comm.care further allows you to

• Have the latest NDIS price guide automatically updated to ensure invoices reflect current pricing models.
• Match services delivered with clients' care plans, guaranteeing that the correct line items are billed.
• Include multiple line items to the same service provided.
• Create bulk claims and directly upload them to PRODA and/or accounting systems like Xero, MYOB, or QuickBooks.

As a result, you can improve your cash flow and focus on what you do best—providing the best care for your clients.

FAQ

How can NDIS providers track non-billable hours effectively?

‍NDIS providers can track non-billable hours using care management software that logs both billable and non-billable activities. This ensures time spent on administration, staff meetings, and training is recorded separately from claimable support hours. Accurate tracking helps providers analyze costs, improve efficiency, and ensure staff workloads are balanced.

Why is it important to track non-billable hours in NDIS services?

‍Tracking non-billable hours helps identify hidden costs, prevent budget overruns, and ensure financial sustainability. It also allows providers to understand how much unpaid time is spent on participant support, such as travel, documentation, and case coordination. With better visibility, providers can make informed decisions about pricing, staffing, and resource allocation.

What are common non-billable tasks in NDIS services?

‍Common non-billable tasks include team meetings, staff training, unpaid travel, administrative work, and service coordination not covered under a participant’s plan. Providers must separate these activities from billable services to maintain compliance and prevent incorrect claims. Using tracking tools ensures accurate reporting and efficient use of staff time.