Release Notes
The world of NDIS is constantly evolving and so are we.
That’s why we regularly update SupportAbility with new releases to assist with compliance, enhance quality and deliver new features.

Update

New Feature

Bug Fixes

Swipe gestures have been introduced in the SupportAbility Mobile App to update Journal Actions.
Please see the Swipe gestures to complete Journal Actions section of the SupportAbility Mobile App overview article for more information.

Confirmation of your current password is now required when Reset Password is selected in ‘My Staff Account’.
N.B. If you have forgotten your password, it is recommended to log out and select the ‘Forgot Your Password?’ link to reset this.

When searching for NDIS Supports in the NDIS Support Allocations window in the Activity record, the search results have been updated to list the available Support Items for the Client first, ahead of unavailable Support Items.

Several enhancements have been released in SupportAbility v8.2 designed to help providers manage their Clients’ NDIS Funding while their NDIS plans gradually transition to the new ‘my NDIS provider portal’ – PACE.
These enhancements include:
-
An additional ‘PACE’ setting for new NDIS Client Funding records – once a participant’s NDIS Plan has been transitioned to the new portal, a new NDIS Funding record must be created in SupportAbility to select this new setting.
Once selected, the new Support Categories can be added as needed, and Support Items are mapped to the correct Support Category accordingly.
For example, the Assistance in Supported Independent Living Support Item 01_801_0115_1_1 that used to belong to Category 1 is now part of the new Support Category 16, Home and Living. -
Addition of the new Support Categories – in PACE Client Funding records, NDIS Support Allocations, Budget Utilisation, reports, etc.
-
Mapping of the relevant Support Items to the new Support Categories – as above.
-
‘PACE’ option in the Generate Direct Bulk Payment Request (BPR) search criteria – this allows your organisation to create separate BPRs related to PACE Funding as required, given there may be longer processing times for any claims awaiting verification based on your organisation’s ‘my provider’ status.
-
Addition of ‘Open’ Claim Status in BPRs – for any claims awaiting verification.
-
Enhanced ability to upload a subsequent Bulk Payment Result File (BPRF) – to update the Claim Status of any ‘Open’ claims.
-
Various updates to reports and exports
We recommend reviewing the brand-new article below for more details and examples of the above changes:
—
Important – This functionality has been developed based on the public information made available by the NDIA in the lead-up to the start of the rollout (i.e. 30th October 2023). However, we acknowledge that due to the complexities involved in such large-scale change that the NDIS is undergoing, there may be additional considerations that need to be reviewed once participants’ NDIS plans start to transition.
With this in mind, we are keen to hear from providers as they start to navigate their way through this process. This feedback will help to inform any further enhancements that may be required in SupportAbility to help manage this transition more effectively.

A Client information summary is now available to view in the Activity Clients tab on the SupportAbility Mobile App.
This summary can be viewed by selecting the Client’s name, allowing you to open the full Client record as needed.
Please see the Client information summary from the Activity Clients tab section of the SupportAbility Mobile App overview article for more information.

A Client’s Support Needs are now available to view in the Status tab of the Client record on the SupportAbility Mobile App.

‘Registered to Vote’– Yes/No has been added to the end of the ‘Client List’ and ‘Client List including Personal Contacts’ exports.
These exports are available to download from the Actions menu in the Client Search list results.

When a staff member has changed their password in ‘My Staff Account’ in the SupportAbility Web App, an email is now sent to their work email address advising of this change as an added security measure.

Update to the minimum supported web browser versions required to run SupportAbility optimally:
- Chrome – 100 (April 2022)
- Microsoft Edge – 102 (May 2022)
- Firefox – 102 (June 2022)
- Safari – 15 (September 2021)
- Safari (for iOS on iPad) – 15 (September 2021)
Please see the Supported web browsers and troubleshooting browser-related issues article for more information.

SupportAbility Mobile App v1.0.0 – now available in the Apple App Store
We are pleased to announce that the SupportAbility Mobile App is now also available to download from the Apple App Store!
Whenever any information is entered or recorded in the Mobile App, this integrates with your organisation’s SupportAbility installation (Web App) instantaneously and is available to view immediately.
For more information and a preview of the available functionality, we recommend reviewing the following articles, as these include examples and screenshots:
- Several enhancements designed to help providers manage their Clients’ NDIS Funding while their NDIS plans gradually transition to the new ‘my NDIS provider portal’ – PACE
- Introduction of swipe gestures in the SupportAbility Mobile App for Journal Actions

Several enhancements have been released in SupportAbility v8.2 designed to help providers manage their Clients’ NDIS Funding while their NDIS plans gradually transition to the new ‘my NDIS provider portal’ – PACE.
These enhancements include:
-
An additional ‘PACE’ setting for new NDIS Client Funding records – once a participant’s NDIS Plan has been transitioned to the new portal, a new NDIS Funding record must be created in SupportAbility to select this new setting.
Once selected, the new Support Categories can be added as needed, and Support Items are mapped to the correct Support Category accordingly.
For example, the Assistance in Supported Independent Living Support Item 01_801_0115_1_1 that used to belong to Category 1 is now part of the new Support Category 16, Home and Living. -
Addition of the new Support Categories – in PACE Client Funding records, NDIS Support Allocations, Budget Utilisation, reports, etc.
-
Mapping of the relevant Support Items to the new Support Categories – as above.
-
‘PACE’ option in the Generate Direct Bulk Payment Request (BPR) search criteria – this allows your organisation to create separate BPRs related to PACE Funding as required, given there may be longer processing times for any claims awaiting verification based on your organisation’s ‘my provider’ status.
-
Addition of ‘Open’ Claim Status in BPRs – for any claims awaiting verification.
-
Enhanced ability to upload a subsequent Bulk Payment Result File (BPRF) – to update the Claim Status of any ‘Open’ claims.
-
Various updates to reports and exports
We recommend reviewing the brand-new article below for more details and examples of the above changes:
—
Important – This functionality has been developed based on the public information made available by the NDIA in the lead-up to the start of the rollout (i.e. 30th October 2023). However, we acknowledge that due to the complexities involved in such large-scale change that the NDIS is undergoing, there may be additional considerations that need to be reviewed once participants’ NDIS plans start to transition.
With this in mind, we are keen to hear from providers as they start to navigate their way through this process. This feedback will help to inform any further enhancements that may be required in SupportAbility to help manage this transition more effectively.

Swipe gestures have been introduced in the SupportAbility Mobile App to update Journal Actions.
Please see the Swipe gestures to complete Journal Actions section of the SupportAbility Mobile App overview article for more information.

When searching for NDIS Supports in the NDIS Support Allocations window in the Activity record, the search results have been updated to list the available Support Items for the Client first, ahead of unavailable Support Items.

Confirmation of your current password is now required when Reset Password is selected in ‘My Staff Account’.
N.B. If you have forgotten your password, it is recommended to log out and select the ‘Forgot Your Password?’ link to reset this.
- Update to the minimum browser versions for optimal use of the SupportAbility Web App
- ‘Registered to Vote’ added to the Client List exports
- Client Support Needs are now available to view on the SupportAbility Mobile App
- A Client information summary is now available from the Activity Clients screen on the SupportAbility Mobile App

Update to the minimum supported web browser versions required to run SupportAbility optimally:
- Chrome – 100 (April 2022)
- Microsoft Edge – 102 (May 2022)
- Firefox – 102 (June 2022)
- Safari – 15 (September 2021)
- Safari (for iOS on iPad) – 15 (September 2021)
Please see the Supported web browsers and troubleshooting browser-related issues article for more information.

When a staff member has changed their password in ‘My Staff Account’ in the SupportAbility Web App, an email is now sent to their work email address advising of this change as an added security measure.

‘Registered to Vote’– Yes/No has been added to the end of the ‘Client List’ and ‘Client List including Personal Contacts’ exports.
These exports are available to download from the Actions menu in the Client Search list results.

A Client’s Support Needs are now available to view in the Status tab of the Client record on the SupportAbility Mobile App.

A Client information summary is now available to view in the Activity Clients tab on the SupportAbility Mobile App.
This summary can be viewed by selecting the Client’s name, allowing you to open the full Client record as needed.
Please see the Client information summary from the Activity Clients tab section of the SupportAbility Mobile App overview article for more information.
- The SupportAbility Mobile App is now available to download from the Apple App Store

SupportAbility Mobile App v1.0.0 – now available in the Apple App Store
We are pleased to announce that the SupportAbility Mobile App is now also available to download from the Apple App Store!
Whenever any information is entered or recorded in the Mobile App, this integrates with your organisation’s SupportAbility installation (Web App) instantaneously and is available to view immediately.
For more information and a preview of the available functionality, we recommend reviewing the following articles, as these include examples and screenshots:
Summary
- This release introduces the brand-new SupportAbility Mobile App designed for staff in the field to access their Roster and Client information
- New configuration options are available in the SupportAbility Web App to enable Mobile App Check In/Out and Mobile App Record kms by Service
- Mobile App Check In/Out data and/or Recorded kms can be viewed in the Staff section of the Activity record via status flags and in the Activity Staff Report export

SupportAbility Mobile App v1.0.0
We are very excited to announce that the SupportAbility Mobile App is now available to download from the Google Play Store!
IMPORTANT – This is not yet available to download from the Apple App Store, and we are working with Apple to resolve this ASAP. As soon as this is available in the Apple App Store, a new notification message and release notes will be published to confirm this.
Whenever any information is entered or recorded in the Mobile App, this integrates with your organisation’s SupportAbility installation (Web App) instantaneously and is available to view immediately.
Summary of features
The first version of the SupportAbility Mobile App includes the ability to:
- Security
- Log in securely
- Set and use PIN code security when accessing the app after the first login
- Reset your password as required via Settings
- Home screen
- Navigate to your next shift from the Home screen
- View assigned Journal Actions from the Home screen
- View Client information
- View the list of Clients you have access to
- Initiate calls and/or SMS’ to Clients/Client Contacts
- View Client Details and Warnings
- View Client Status tab information
- View Client Contacts
- View and/or add Client Journals and Journal Actions
- N.B. The ability to link Client Goals/Goal Strategies to Client Journals and add Goal Progress Assessments is not yet available and is expected in a future release
- View your Roster
- View Activity information via the Roster
- Mark a Client as Absent and add the relevant Short Notice Cancellation Reason where required
- Add/edit Non-Replicating Staff Notes in Activities
- View and/or add Client Journals from the Client tab in the Activity record
- Check In and Out of shifts (off by default and configurable by Service in the Web App, available in the Mobile App only)
- Record kms in the Staff tab of the Activity record (off by default and configurable by Service in the Web App)
Functionality overview
For more information and a preview of the available functionality, we recommend reviewing the following articles, as these include examples and screenshots:

New configuration options for each Service
The ability to configure the following for each Service in System Preferences in the Web App is now available:
- Mobile App – Check In/Out
- Record Time, or
- Record Time and Location
- Mobile App – Record kms
Please see the Configuring Mobile App Check In/Out and Record kms by Service article for more information.

View Mobile App Check In/Out and Recorded kms in the Web App
When the SupportAbility Mobile App is used to Check In/Out of shifts and/or Record kms, this data is displayed in the Staff section of the Activity record by way of a coloured status flag – green, amber or red, based on the difference in time/kms from the rostered to the actual.
Staff Members can see the status flags for their own shifts/kms, and Staff Members with access to the Activity and the Team Leader privilege can see the status flags for all Staff shifts/kms.
Status flags can be selected to view the Check In/Out and Recorded Kms data and synchronise this in the Web App where necessary, e.g. Recorded kms for reimbursement. Synchronising this overrides the original Staff shift time (essentially customising the shift time) or the Private/Company kms fields.
Please see the Viewing Mobile App Check In/Out data and Recorded kms in the Web App article for more information.
- The 2023/24 NDIS Pricing Arrangements and Price Limits – effective 1 July 2023, has been added to SupportAbility.

- 1 Support Item has been added
- 01_663_0118_1_3 – Assessment Recommendation Therapy or Training – EC – Podiatrist
- 167 Support Items have been removed
- These Support Items were all Legacy Items in the last Price Guide, and their usage is minimal, with the main Support Items currently Allocated in Activities after July 1st, 2023, as follows:
-
01_300_0104_1_1_T
-
04_300_0104_1_1_T
-
04_304_0104_1_1_T
-
04_500_0104_1_1 If your organisation uses either of these Supports, we recommend using the Allocations Report to locate Activities they are used in that fall after the 1st of July, 2023 and replace these with the relevant equivalent.
-
- These Support Items were all Legacy Items in the last Price Guide, and their usage is minimal, with the main Support Items currently Allocated in Activities after July 1st, 2023, as follows:
- 394 Support Items have changed prices (including the TTP equivalent Support Items)
- 386 Support Items have had a price increase (including the TTP equivalent Support Items)
- 4 Support Items have had the NT/SA/TAS/WA price decreased to align with the ACT/NSW/QLD/VIC price of $193.99
- 1 Notional Unit Price Support Item has had a price decrease to $1 to align with the Notional Unit Price
- 02_051_0108_1_1 – Transport
- 4 Support Items now have a Price Limit of $0, but are not Quotable – we have made these Quotable in SupportAbility so a custom price can be added so they can be utilised
- 65 Support Items have changed names
- 1 Support Item is now Legacy
- The 2022/23 NDIS Pricing Arrangements and Price Limits – valid from 5 May 2023 (version 1.2) Price Guide Update has been added to SupportAbility.

All Transitional Community and Centre Based Group NDIS Support Allocations have been updated regarding the new valid until date, i.e. Valid until December 31st, 2023.
Please see the NDIS Pricing Arrangements and Price Limit Updates – 2022/23 article for more information regarding this.
- Layout changes to the Staff section of the Activity record
- Additional portions added
- Various bug fixes

The upgrade to SupportAbility v7.28 introduces some layout changes to the Staff section of the Activity record ahead of the upcoming release of the SupportAbility Mobile App later this year. It is important to note that no changes have been made to the existing functionality, only the design. These changes include:
- Edit Staff button – a new ‘Edit Staff’ button has replaced the previous ‘Change’ button to edit the Staff Member in the shift to better align with other areas of SupportAbility.
- Working-From-To-Time – now displays the day of the week with three letters, e.g. Tue. The time of the Staff shift is now always displayed, regardless of whether or not the shift has been customised.
- Availability Issues – are now displayed as a red inline warning message, when applicable, under the Staff Member’s name instead of as a ‘Clash’. This message can be selected to view the detail of the Availability Warning as required.
- Kilometers – the fields for Private and Company have moved and are now displayed further to the left. The Company Kilometers field is now always displayed, whereas this was previously hidden by default and was only accessible when the ‘Non-NDIS Chargeable Hrs’ section was expanded.
- Non-NDIS Chargeable Hrs – now includes a sub-total for each Client to display the total number of hours entered for each Client. N.B. this relates to Non-NDIS Billing only and specifically to providers that use the Non-NDIS Rate Card functionality.
- Totals – the Totals row in the Staff section has been updated to encompass one row instead of two. The Totals for Kilometers and Non-NDIS Chargeable Hrs now appear in their respective columns.
- To Be Filled – a minor change has been made to the layout of these shifts, i.e. the colour displayed to reflect the ‘To Be Filled’ status has been minimised.

All Transitional Community and Centre Based Group NDIS Support Allocations now display a blue message regarding their valid until date, i.e. Valid until June 30th, 2023.
For providers that utilise these Supports but are yet to have transitioned to the New Approach, we recommend reviewing the following guide designed to assist with this:

- 2:9
- 3:4
- The 2022/23 NDIS Pricing Arrangements and Price Limits – effective 1 October 2022, has been added to SupportAbility
- Additions to the Activity Staff Report export

The 2022/23 NDIS Pricing Arrangements and Price Limits – effective 1 October 2022, has been added to SupportAbility and is now in use in Activities & External Invoices for services delivered on or after October 1st, 2022.
N.B. The only exception is where the Activity Sign Off has already been completed, or a Client’s Price Guide Transition settings are configured to not utilise the latest Price Guide in Activities.
Please see the NDIS Pricing Arrangements and Price Limit Updates – 2022/23 article for more information.

Additional data has been added to the end of the Activity Staff Report export:
- Includes Break – Yes/No
- Not Paid – Yes/No
- Non-Replicating Staff Notes
- Replicating Staff Notes
Please see the Activity Staff Report article for more information regarding this.

When a photo has not been uploaded for a Client in the Client Details tab, this is now labelled ‘Upload Photo’ (instead of ‘Upload File’) and is accompanied by an empty profile picture icon.

When a Support Item that can be invoiced or claimed as a Short Notice Cancellation is added for an Absent Client in Finance Edit Mode, the Cancellation Reason of ‘Other’ is utilised by default and cannot be changed.
Therefore, it is recommended any Supports that need to be invoiced or claimed as a Short Notice Cancellation are added prior to Activity Sign Off, to ensure the applicable Cancellation Reason can be selected.

Fix to ensure the relevant AIR Incident and OFI records are again displayed on the Dashboard for Staff with Team Leader privileges for specific Sites and Services.

Fix to ensure incomplete AIR Incident and OFI records are sorted from newest to oldest on the Dashboard for those with the required privileges to view these.
- Our current development focus is the SupportAbility Mobile App. Whilst bug fixes will continue to be addressed, upgrades, including updates and new features, will be less frequent.
- Thank you to all providers who recently nominated Staff Members to participate in the Mobile Discovery process. Those nominated are the intended end users of the Mobile App, allowing us a unique opportunity to ask targeted questions. We expect this to commence within the next few months.

For added security, several changes have been made to Uploading Documents in SupportAbility:
- A whitelist of acceptable file extensions has been added
- If the file name contains specific special characters, these will now be removed from the file name displayed upon upload
- The file name for a Document is limited to 150 characters
- The size of uploaded Documents is limited to 2GB
Please see the Uploading Documents article for more information and details about these updates.

Client Documents can now be linked to Routines in the Status tab.
Please see the Client Status tab overview article for more information.

Fix to ensure the Activity record is now saved when a Client Journal is added to preserve any changes.
- Locate Documents for specific Clients or Staff Members using the Document Search
- The Default Financial Plan Manager must now be selected when adding an NDIS Direct Client Funding record
- Absent and No Charge search criteria are now available in the Allocations Report

Fix to ensure the Client Incident Report is accessible to all users in the Print menu of a Client record.

Fix to ensure the correct end date for Legacy Supports is displayed in NDIS Support Allocations as per the NDIS Support Catalogue.

Updates to the ‘Financials’ section of the Shared Contact record.
To better explain its function, the wording of the ‘Financial Plan Manager’ setting has been updated to ‘Debtor for Non-NDIS Invoices’.
Any Shared Contacts with this setting ticked are available to select from as the ‘Debtor for Invoices’ when adding or updating Non-NDIS Client Funding records.
The Shared Contacts Search has also been updated to reflect this.

Additional Portions are now available to select from for the relevant NDIS Support Allocations:
- 2:7
- 3:7
- 3:8

When adding Client Assessments, Client Assessment Scores can now be cleared if the wrong value is selected.
This is achieved by selecting the new cross icon on the right-hand side of the Assessment Scores.

New additions to the Allocations Report.
Two new search criteria have been added to the Client Supports section of this report – ‘Absent’ and ‘No Charge’.
This data has always been included in the Allocations Report export and is now available as additional search criteria.
- Absent – allows you to search for Allocations associated with Clients who have been marked as ‘Absent’ in Activities or those who are ‘Not Absent’
- No Charge – allows you to search for Allocations associated with Clients who have been marked as ‘No Charge’, or those who have not by selecting ‘Charge’
There are many use cases for these new search criteria. These new options can be used together or independently, allowing you to search for or omit Allocations by each status.
For example, if you only want to report on billable Allocations, selecting ‘Charge’ will ensure the results returned do not include any Allocations for Clients marked as ‘No Charge’ in the Activity.
Please see the Allocations Report article for more information.

The Add Direct Client Funding process has been updated and now includes an additional step in order to add the record:
- ‘Default Financial Plan Manager’ is now required for NDIS Funding records
- ‘Debtor for Invoices’ is now required for Non-NDIS Funding records
For more information, please see the new How to add a Direct Client Funding record article.

New additions to the Document Search.
Documents for a specific Client or Staff Member can now be located using the new single select search criteria.
For example, to review all of the NDIS Plans uploaded over time for our Client Tim, select Tim using the new Client search criterion and the relevant Document Type to achieve this.
Please see the Document Search article for more information.