Support worker payments – your questions answered
We are very aware how important prompt and consistent payment is to workers, and frustration that some of you have faced with recent payment delays. To address your feedback, we have created this page with more information on how payment processing works, how long it should take and reasons you may be experiencing delays.
If your client is using government funding, Better Caring generates invoices and collects payment on your behalf from your client’s source of funds, such as the NDIA. As soon as we collect payment, we transfer funds to you. In some instances, these payments must also come via a financial intermediary who collect payment from the NDIS before making payment to us. We are proactively working with these intermediaries to investigate ways that these processes might be sped up, so that we can get payment to you, faster.
Please be assured we are listening to your feedback and working hard to resolve these issues.
How do support workers get paid through Better Caring?
Before working for your clients, be sure you have sent them an agreement, and that they have accepted it. Only once an agreement has been accepted can you begin work.
Once you’ve completed a session, it’s important to complete your timesheet as quickly as possible. Once you have submitted your timesheet, a notification is sent to your client who must then approve it.
As soon as a timesheet has been approved by your client, Better Caring either collects payment, or raises an invoice on your behalf.
What are the different payment methods clients can use?
Clients can pay directly via credit card or direct debit.
If they are using NDIS or aged care government funding, it is likely that your client will be paying through a service provider. In this instance, Better Caring invoices the service provider on your behalf for any work booked through the platform.
How long does payment processing take?
Payment processing time is determined by the method by which your clients are paying.
Once your client has approved a timesheet, if they are paying via credit card, payment will be processed the same evening.
If they are paying via direct debit, payment will be made the following Wednesday or Friday, whichever comes first.
For clients paying through a service provider, once a timesheet is approved, their provider will be invoiced the following Wednesday.
Payment terms are 7 days, but we recommend allowing 7-14 days from the invoice date.
How to find out when your timesheet was approved
This information can be found in the column titled ‘Client approved’ on your timesheet.
This column will indicate whether your client has ‘approved’ or ‘rejected’ each session that has been in your timesheet. If a session has been rejected, it’s likely that your client wishes to discuss the details. In this instance, we recommend you message them through the platform for clarification.
If the session has been approved, hover your mouse over the green box, and a pop up will appear indicating the date of approval.
How to find out your client’s method of payment
This information can be found under the ‘Payment collected’ column in your timesheet.
This column will indicate if your payment is paid or pending payment. If the session is yes to be paid, you can hover your mouse over the word ‘pending’, and a pop up will appear, indicating your client’s method of payment, and anticipated time required for your payment to be processed.
The box will be highlighted in orange if there has been an issue with payment. In this instance, we recommend you contact the Better Caring team for more information.
What can I do if my payment is delayed?
Use the method above to check your timesheet to find out when your session was approved, and your client’s method of payment. This will help you understand when you might expect payment.
Use the method above to check your timesheet to find out when your session was approved, and your client’s method of payment. This will help you understand when you should expect payment.
If your invoice is still overdue, you can send the team an enquiry at email@example.com. A member of the payments team will look into your payment to determine whether it can be resolved quickly.
If you have additional concerns about your payment timeframe, you can speak to a member of the team by calling 1300 73 65 73
Reasons you may experience payment delays
If a delay is caused by an error with your client’s credit card or direct debit details, once identified, it can usually be quickly rectified.
If your client is paying via invoice, their payment to you is being handled by a third party, such as an aged care provider, disability service provider or the NDIA. In this instance, you will be subject to the provider’s payment cycles, which may occasionally cause delays to your payment.
Service providers who are registered with the NDIS have also identified additional delays that may be related to the NDIS scheme itself or individuals’ NDIS plans. This is an issue that is being felt across the industry, by large organisations as well as sole traders such as yourselves. As of early 2018, the NDIA has put together a taskforce dedicated to working through payment issues.
At Better Caring, we are aware of the impact that any payment delays have on independent workers, and we continue to work on behalf of workers on our platform to resolve any payment delays directly with with our partner providers and the NDIA.