Cross-reference every claim submitted in the myplace provider portal against remittances actually received, using the claim reference — not the invoice number — as the matching key. Any submitted claim with no corresponding remittance line, and that’s past the normal 2–10 business day processing window, is a genuine unpaid claim worth investigating directly in the portal.
Where to look
- myplace provider portal — View Payment Request. Shows the live status of every submitted claim, including ones with no remittance yet.
- Your own claim log against remittances received. Match by claim reference; anything submitted with no matching remittance line is a candidate.
- Bulk submission results files. For bulk claims, the results file shows success/fail per line the next business day — check it wasn’t missed or misfiled.
What to check before escalating
- Has the claim been in “pending” status for less than the normal processing window (2–3 business days standard, up to 10 for held/unregistered claims)? If so, it’s not yet overdue.
- Is the claim actually visible in the portal at all, or does it appear only in your internal system? A claim with no portal record may never have been submitted successfully.
- Has 7 working days passed with no status change? That’s the threshold for raising a payment enquiry through the my NDIS provider portal.
