Why Do NDIS Quotes Get Sent Back? 4 Common Reasons and Fixes

When a quote for NDIS consumables or equipment comes back, the problem may be a missing detail, an unclear item description or a question about whether the purchase fits the participant's plan. Each round of clarification can delay the order, which matters when someone is waiting for continence supplies or equipment they rely on every day.

The good news is that many paperwork issues can be caught before a quote is sent. Here are four common problems to check, and how to address each one.

What Is an NDIS Quote, and Who Reviews It?

An NDIS quote sets out exactly what's being supplied, how much of it, and what it'll cost, before anything is purchased. It gives everyone involved a chance to confirm the support fits the participant's plan and budget. 

Who reviews a quote depends on the participant's funding arrangements and the item being purchased. For plan-managed participants, the plan manager checks invoices and claims against the available funding and applicable NDIS pricing requirements. Support coordinators may help request quotes and pass on the relevant information, but they do not approve NDIS funding simply by requesting a quote. For some higher-cost assistive technology, the NDIA needs a quote and supporting evidence before it can make a funding decision.

It helps to remember that a returned quote usually means someone is protecting the participant's funds. A request for clarification doesn't necessarily mean the item has been rejected. It may simply mean the reviewer needs more information before the order can proceed.

Reason 1: Do the Participant Details Match Their Current Plan?

Check that the participant's name, NDIS number and relevant plan details are accurate and consistent with their current records. The information needed can vary depending on the supplier's process and the participant's funding arrangements, but errors or outdated details can create unnecessary follow-up.

Small differences are enough to stop it. A quote made out to "Bill" when the plan says "William", a surname that's changed since the plan was issued, or a single digit out in the nine-digit NDIS number will all send it back. Plan dates catch people out too. Plans are reassessed and replaced, and a quote that still references the old plan's end date can't be matched to the funding that's actually available. 

How to fix it: take the details straight from the participant's current plan rather than from memory or an old email. If a plan reassessment is coming up or has just happened, say so when you request the quote, so it can be prepared against the right dates.

Reason 2: Does the Quote Show Each Item and Its Price?

A quote that shows a single figure, such as "continence supplies: $1,240", doesn't give a plan manager enough to work with. They need every line set out separately: 

• the item, described clearly 
• the quantity 
• the unit price 
• the GST treatment for that line

An itemised quote makes it easier to identify what's being supplied, check quantities and prices, and determine whether the items fit the participant's available funding. For plan-managed participants, applicable NDIS pricing limits also need to be followed.

GST treatment matters too, but not every product or transaction automatically qualifies for GST-free treatment. The supplier should apply the relevant GST rules to the specific items rather than assume the entire quote is GST-free.

How to fix it: Request an itemised quote from the start. Each line should clearly identify the product, quantity, unit price and applicable GST treatment. If you've received only a lump sum, ask for a breakdown before submitting it for review.

Reason 3: Do the Quantities Match the Intended Plan Period?

NDIS funding is allocated for a specific plan period, so the quantities on a quote need to make sense within it. A 12-month supply quoted against a plan that ends in five months may prompt questions about whether the full quantity can be covered by the participant's current funding. The available budget, the plan's funding arrangements and the nature of the purchase all matter, so don't assume that every purchase must automatically stop at the plan end date.

This comes up most with consumables that are used every day. If someone uses four continence pads a day and there are 150 days left in their plan, that's 600 pads, or 20 packs of 30. Quoting for a full year's worth would ask the current plan to cover supplies it was never meant to fund. 

How to fix it: Calculate the expected quantity using the participant's usual daily or weekly use, then check it against the remaining plan period and available funding. If the request extends beyond the current plan period, confirm the appropriate approach with the plan manager before preparing the quote. Don't assume that a future plan or future funding has already been approved.

Reason 4: Does the Item Need Supporting Evidence or a Clinical Recommendation?

Some assistive technology needs written advice or an assessment to show that the item is appropriate for the participant's disability-related needs. The evidence required depends on the item's cost, complexity and risk. A recommendation may also be important when a clinician has identified a particular product or specification. However, not every continence product or low-cost item automatically requires a formal clinical recommendation.

The NDIS sorts assistive technology into three cost levels, and the evidence needed rises with the price:

• Low-cost assistive technology (under $1,500 per item): Many low-cost, low-risk items can be purchased using Core – Consumables funding. Formal evidence is not always required, although professional advice may be appropriate for items with greater risk or more complex needs.
• Mid-cost assistive technology ($1,500 to $15,000 per item): Written evidence from an assistive technology advisor is generally needed to explain why the item is suitable. This may be a letter, email or report. A quote is not automatically required for every mid-cost item under the current NDIA guidance.
• High-cost assistive technology (over $15,000 per item): A quote and an assessment from an assistive technology assessor are generally required. The NDIA needs to consider the evidence and funding before the item is purchased.

For continence products, a continence assessment or recommendation can help explain the participant's needs, particularly when they require a specific product or quantity. Whether formal evidence is necessary depends on the circumstances and applicable funding requirements.

How to fix it: Before requesting a quote, check whether the item needs written advice, an assessment or NDIA approval. If a clinician has recommended a specific product or model, include that recommendation and make sure the quote matches it. If the recommended item is unavailable and a substitute is proposed, confirm the alternative with the clinician where appropriate.

How Can Support Coordinators and Plan Managers Prevent Quote Delays?

When requesting a quote for NDIS consumables or equipment, include the information relevant to the participant and the item. Depending on the request, this may include:

• The participant's name and NDIS number, where required for the request
• The current plan dates, if relevant to the purchase
• How the participant's funding is managed and the plan manager's contact details, if applicable
• The OT's or continence nurse's recommendation, if one is needed or has been provided
• The expected quantity of each consumable, based on the participant's usual use

It can also help to keep a simple record of when each participant's plan ends. Quotes requested in the last few weeks of a plan are the ones most likely to run into trouble with dates and quantities, so planning a little ahead saves a lot of back and forth. 

Does a Correct NDIS Quote Guarantee Funding?

No. A correctly prepared quote can make the review process smoother, but it doesn't guarantee that an item will be funded. Funding depends on the participant's plan, available budget and the applicable NDIS funding criteria. If you're unsure whether a purchase is covered, check with the plan manager or the NDIA before proceeding.

How Does Platinum Health Supply Help With NDIS Quotes?

Our team checks key details before sending a quote, including participant information, item descriptions, quantities, unit prices and relevant plan dates. Where supporting documentation is needed, we'll work with you to identify what should accompany the request.

If you're a support coordinator or plan manager, include the participant's relevant plan dates and item requirements when requesting a quote at customercare@phsgroup.com.au. We'll confirm the expected turnaround time when you contact us. Participants and families are welcome to get in touch too, and our team can explain what information is needed to prepare the quote.

How to Get Your NDIS Quote Right the First Time

A quote coming back can feel like a setback, especially when someone is waiting on supplies they rely on every day. In most cases, though, the fix is small: a name that matches the plan, a breakdown instead of a total, quantities that fit the plan period, or a recommendation attached where it's needed. 

With those four details in place, quotes tend to move through without fuss, and participants get what they need sooner. If you're ever unsure, ask before the quote goes out. It's much quicker than sorting it out afterwards.