Record-Keeping Obligations for Support Coordinators
A practical guide to support coordination record keeping: what to document, how long to keep it, the 90-day claim rule, consent, and audit-ready files.
What records you are actually required to keep
How long you must keep records
What a defensible case note looks like
Financial records and the 90-day claim window
Records that prove you managed conflict of interest
Consent, privacy, and information sharing
Storing and securing your records
Registered vs unregistered: what changes
Building an audit-ready evidence file
Common mistakes that cost coordinators
Frequently asked questions
How long does a support coordinator have to keep NDIS records?
For participant records — case notes, service agreements, consents — registered providers work to a seven-year retention rule under the NDIS Practice Standards. Business financial records are kept for five years under ATO rules, and employment records seven years under Fair Work. Where periods overlap on one document, keep it for the longest applicable period, generally seven years.
Do unregistered support coordinators still have to keep records?
Yes. The NDIS Code of Conduct binds everyone delivering NDIS supports, the NDIA can review your claims, and participants can complain to the Commission regardless of your registration status. Standard registration (group 0106) is paused, but the record-keeping bar is unchanged, and a strong evidence file positions you for the commissioned panel from 1 July 2028.
What should a support coordination case note include?
Date, time, and duration; who was involved; the plan goal the contact relates to; what was discussed or actioned; the participant's decision in their own words; and any conflict-of-interest disclosure. Write it contemporaneously, separate fact from opinion, and make sure the note substantiates any hours you claim.
How does the 90-day claim window affect record keeping?
From 1 December 2026 you must submit a payment claim within 90 days of delivering the support or lose it, down from two years. That means notes and time records must be captured promptly, because you cannot bill what you have not documented. Reconcile notes to claims weekly so nothing ages out. Confirm the commencement detail against health.gov.au/securingtheNDIS.
Where can I confirm the current support coordination price limits?
The NDIS Pricing Arrangements and Price Limits (PAPL) on ndis.gov.au is the primary source. The Level 1, 2, and 3 support coordination limits are frozen for a seventh consecutive year, but always date-stamp the figure you rely on and confirm it in the current PAPL before billing, as these are maximum price limits rather than wages.