Each rejected claim line arrives in the rework queue with the NDIA’s reason and a suggested fix. This article lists the common reasons and what to do about each.
Before you begin
- Results have been imported for a batch.
- Permission to correct rework lines (Finance role).
Open the rework queue
- Go to Billing → Rejected lines.
- Filter by Reason or Status (Open, Waiting, Corrected, Queued, Written off, Redirected).
- Read each line’s NDIA reason, the check that would have caught it, and the Suggested fix.
- The Why open lines were rejected chart shows the most common reasons.
Fix by reason
- Price exceeds price limit or Price exceeds the unregistered provider limit: select Correct and set the unit price to the limit on the service date (the drawer shows it).
- Support item not in plan budget or Claim type not valid for the support item: select Correct and choose a support item funded in the plan.
- Service date outside plan dates or No service booking or provider endorsement: check the date, or mark the line waiting (clock icon) until the new plan or booking is in place.
- Insufficient funds in the plan budget or Support is not agency managed: talk to the participant or coordinator, then use the redirect icon to Bill another payer.
- Duplicate claim: if the support was already paid, select Write off.
- Participant NDIS number not found: fix the NDIS number on the participant’s record, then correct and re-claim.
Rejected lines page with the NDIA reason and Suggested fix columns, and the Correct, wait, redirect and Write off actions
Record your team’s know-how
- Under a suggested fix, select Add team note.
- Write how your team fixes this reason in How your team fixes it and select Save note. It shows on every line rejected for that reason.
Tips
- Most rejections are caught before upload by the pre-submission checks. Re-run them on the next batch.
- Where Axis AI suggests a fix, a person must Approve or Reject it.
If something goes wrong
Correct isn’t offered on a line.
Only fully rejected lines can be corrected. Part-paid lines can be written off or redirected.
A write-off went to approval.
Write-offs above your organisation’s threshold go to Home → Approvals inbox first.