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How Disciplined Follow-Up Recovered $250,000 in Aged NDIS Receivables

NDIS provider accounts receivable recovery case study by Befree
Befree helped an NDIS service provider clear a $450,000 receivables backlog, resolve NDIS compliance rejections, and stabilise incoming cash flow through a disciplined, multi-phase recovery process.

Client Snapshot

Industry: NDIS Support Services
Geography: Australia
Engagement Focus: Accounts receivable clean-up, NDIS compliance resolution, documentation recovery, process optimisation

When Befree assumed bookkeeping responsibilities for the organisation, the company faced a significant cash flow bottleneck. By systematically addressing communication gaps, resolving NDIS compliance errors, and reclaiming missing documentation, Befree reduced a massive backlog of ageing receivables and stabilised the client’s incoming revenue.

The Challenge

Upon initial assessment, Befree identified several critical issues preventing the timely collection of funds:

  • Significant backlog – the client had approximately $450,000 in outstanding receivables, comprising 435 unpaid invoices
  • Ageing invoices – some invoices had been sitting unpaid since 2023, often lacking the supporting information required for recovery
  • Compliance hurdles – a high volume of invoices was rejected due to NDIS errors or participants not being endorsed on the NDIS portal
  • Missing documentation – several participants lacked the necessary Service Agreements (SAs), making billing impossible
  • Communication gaps – a neglected email inbox led to numerous missed messages and unresolved queries from stakeholders

Befree's Approach

1. Communication and Inbox Management

Focus: Uncover and act on the requests already sitting unanswered.

Befree conducted a full audit of the client’s email history and discovered numerous requests from plan managers for minor invoice corrections that had gone unanswered. These amendments were made immediately, and the invoices were resubmitted for payment.

2. NDIS and Compliance Resolution

Focus: Turn rejected claims into resubmitted, payable ones.

Every NDIS error notification was reviewed in detail. Befree corrected the specific data points causing the rejections and resubmitted the claims directly to the NDIS portal for processing.

3. Documentation Recovery

Focus: Remove the paperwork gaps blocking billing entirely.

Befree proactively contacted relevant stakeholders to secure missing Service Agreements and confirm participant budget availability. Once records were updated, invoices were adjusted to match the confirmed details and resubmitted.

Measurable Outcomes

$450,000 → $200,000

Total Accounts Receivable balance reduced

$250,000

Recovered from the aged receivables backlog

435

Unpaid invoices addressed through the recovery process

Through consistent follow-up and a disciplined resubmission process, the client’s cash flow position vastly improved, and regular payments resumed.

Client Impact

The organisation moved from a stalled, unmanaged receivables process to a disciplined, repeatable one. With communication gaps closed, compliance errors corrected, and documentation gaps resolved, the client regained a steady, predictable flow of incoming revenue – and a clear view of what was actually collectable going forward.

Discover how Befree supports NDIS providers with accounting and bookkeeping, compliance, and accounts receivable recovery services.