# Customer Service Management : Track non-billable line items Non-billable line items cover the hours and expenses that you must pay your staff who delivered the service but cannot invoice to your clients. By effectively tracking these non-billable services, you ensure your team is fairly compensated while keeping your finances organised. # What Are Non-Billable Line Items? Non-billable line items refer to costs related to services that are not charged to the client but still need to be covered by your organisation. These could include: - **Non-billable hours:** Time spent on tasks or travel that isn’t covered by NDIS. - **Expenses by quantity:** Costs such as travel, tolls, or parking. For example: - If a support worker travels for 40 minutes but can only bill the client for 30 minutes, the extra 10 minutes are considered non-billable. - Similarly, if a worker takes a toll road that costs $6.24, this amount is a non-billable expense that needs to be reimbursed by your organisation. # How to track Non-billable line items on Comm.care Tracking non-billable line items on Comm.care is simple. You can add non-billable items directly during the creation of appointments or progress notes. ## Adding Non-Billable Items to an Appointment When creating an appointment in Comm.care, whether it’s for a single-participant or group service, you can add a non-billable line item in addition to the standard service line items. Here's how: 1. Create or edit an appointment for [Creating Group Appointments](Creating%20Group%20Appointments.md). 2. In the Support Item section, after adding the line items related to the service, add another line item. Look for the option ‘Non billable’ at the bottom of the list and select it. You can see that it has a fixed Claim Type named Non-billable. 3. Enter the relevant information: - Time: If the expense is time-based, such as extra working hours. - Quantity: If the expense is quantity-based, like tolls, parking, or kilometres traveled.  Once done, non-billable hours or expenses are recorded alongside the appointment. Later when you create the progress note associated with the appointment, the added line items will be populated. ## Adding Non-Billable Items to a Progress Note You can also add non-billable line items when creating a progress note. Follow these steps: 1. Create or edit a progress note for [Progress Notes](Progress%20Notes.md) or [Documenting Group Progress Notes](Documenting%20Group%20Progress%20Notes.md). 2. In the Support Item section, after adding the line items related to the service, add another line item. Look for the option ‘Non billable’ at the bottom of the list and select it. You can see that it has a fixed Claim Type named Non-billable. 3. Enter the relevant information: - Time: If the expense is time-based, such as extra working hours. - Quantity: If the expense is quantity-based, like tolls, parking, or kilometres traveled. - Price: Enter your organisation's internal rates.  On a progress note, the ‘Non-billable’ line items will also be affected when you change the progress note’s status. Specifically, if you change the status: - From Provided to No Show: The non-billable items remain its value. - From Provided to Cancel: The non-billable items' value will be all zero. For more information on Progress Note’s status regarding Cancellation, please visit [Progress Notes](Progress%20Notes.md). # View Non-billable Items in Reports Comm.care keeps non-billable items separate from billable services during reporting and invoicing. When you generating invoices for clients, the non-billable items are automatically excluded, so your clients only see the services they are being charged for.  Similarly, non-billable items will not be shown when you’re running any of these report types: - Caims (Invoices/Statements) - NDIS Bulk Report - Accounting Exports However, non-billable items will appear in internal reports, which help you keep track of expenses for staff payment and activity. These include: - Activity Reports - Staff Hours Reports  This ensures transparency within your organisation while keeping the financials clear for clients. --- By following this tutorial, you can efficiently manage non-billable items during appointments, progress notes, and reporting, while keeping your financial records organised and compliant.