Simplifying the NIISQ experience with Service Approvals

The National Injury Insurance Agency, Queensland (NIISQ Agency) has been working to improve and streamline our processes as part of our commitment to providing the best service experience for our participants and providers. As of February, a Service Approval is now issued when funding has been approved for the delivery of treatment, care or support to a NIISQ participant. These Service Approvals replaced the former Purchase Orders and are aligned with participants’ MyPlans, supporting better outcomes.

We also improved our process for paying invoices, which has already resulted in faster and more efficient payment processing times for approved services.

The new Service Approval process has also added flow-on benefits for our team, helping us improve how we track services, which in turn has created more collaborative opportunities for us with providers and participants.

We’re thrilled with the outcome of this process improvement project, and the benefits it has provided to our valued participants, providers, as well as our team.

Key changes and tips to note

• Service Approvals have replaced Purchase Orders (as of 22 February 2025) and will be used for any new services or changes to existing services.
• Existing Purchase Orders with providers will continue to be used until they are completed or expired (unless advised by the Agency).
• If participants have approved reimbursements, they will receive a Service Approval.
• To ensure invoices are processed efficiently, providers are asked to include the Service Approval number and other required information on invoices. See our payment and invoicing guide for more information.

Additional information for participants can be found in the FAQ section on our website. Please email any queries to requests@niis.qld.gov.au.

We’ve also prepared a list of FAQs to assist providers during this transition. For more information or additional support for providers, our Service Delivery Partnerships (SDP) team is available at serviceprovider@niis.qld.gov.au.