A non-face-to-face charge is not a general administration allowance. It is a distinct claim type that may only be relevant when the exact support item and current rules allow it and the participant-specific activity satisfies every condition. This page does not say that Smurfettes uses this claim type.
The NDIA says the Support Catalogue shows which claim types apply to each support item, including non-face-to-face support. Check the current household-cleaning row at the date of the proposed activity. Do not copy a flag from an old spreadsheet, another support item or a third-party price page.
Open the current catalogue through the official Support Catalogue page and save its version and effective date. A catalogue indicator does not, by itself, approve the activity or amount.
The provider should describe the actual activity in plain language and explain how it directly relates to the participant’s agreed household-cleaning support. A label such as “admin”, “case note” or “care coordination” is too broad. Cleaning businesses should not drift into support coordination, plan management or clinical work.
For every proposed entry, ask: what was done, for whom, why was it necessary, when was it done, how long did it take and which current rule permits the charge?
Routine provider overhead should not be relabelled as non-face-to-face cleaning. Examples requiring particular caution include:
If the provider believes a particular participant-specific activity is eligible, it should identify the exact current basis rather than relying on one of these generic labels.
Direct cleaning occurs through the agreed indoor tasks at the service location. A separate activity performed without the participant present should not be added to the cleaner’s start and finish time as though it occurred in the home. Record each service date, duration, claim type and description separately.
The NDIS cleaning scope worksheet should remain the reference for agreed direct cleaning tasks; the service record should capture what was actually delivered.
Movement to deliver a support is travel, not non-face-to-face work. If travel time or non-labour travel cost is proposed, apply the separate checks in the provider travel guide. Do not use whichever label produces a payment result.
A participant should know before the activity occurs whether a separate charge can be proposed, the types of participant-specific work covered, the rate or calculation method, approval process and record they will receive. The terms should not give the provider unlimited discretion to bill “administration”.
Use the service agreement guide to check consent, price, responsibilities and change terms. The participant can ask for a format and language they understand.
A “no” or unanswered question means the amount should not simply be treated as an ordinary cleaning charge.
The record should identify the participant, date, person completing the work, start and finish or exact duration, participant-specific purpose, action taken, outcome and linked support. Avoid copying sensitive information that is unnecessary for the claim.
Records must be complete, truthful and accurate. A reconstructed note created only after an invoice is challenged should be identified as such rather than presented as a contemporaneous record.
The invoice should show a distinct description, date, claim type, quantity, agreed unit price and total. Compare it with direct service, travel and other invoices for the same period. The same minutes must not be claimed twice or included in both a fixed cleaning total and a separate entry.
Use the invoice requirements and request correction before payment or claim submission if the entry is vague or duplicated.
For self-managed funding, the participant or nominee manages the payment decision and records. For plan-managed funding, ask the plan manager about the invoice and current claim pathway. For NDIA-managed funding, the eligible provider must follow the applicable portal and claiming rules. A cleaning provider should not guarantee acceptance.
The source set was reviewed on 4 September 2026. The NDIA’s detailed 2025–26 PAPL identifies non-face-to-face boundaries, but it covers the prior pricing year. It must not be quoted as the current 2026–27 rule without confirming the live pricing documents and catalogue.
When requesting a Smurfettes quote, ask info@smurfettescleaningservice.net whether any separate non-face-to-face activity is proposed, what it would cover and how it would be calculated. This page neither creates that charge nor says Smurfettes will use it.
Review the full offer: apply the quote guide before agreeing to any additional fee.
