NDIA Accountability Project

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Understand restricted access

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Understand restricted access

This article provides guidance for a local area coordinator, early childhood partner and all NDIA staff (planner delegate, payments officer, internal review delegate, complaints officer, supporting officer, participant support officer, access delegate, technical advisors, National Contact Centre, liaison officers (HLO/JLO), complex support needs (CSN) planner, national reassessment delegate) to understand:

e restricted access and why someone would request it e what happens when someone applies for restricted access e what happens when restricted access is applied

e if restricted access can be removed.

Recent updates December 2023 Updates include: e corrected information, as an applicant can request restricted access and have it applied

prior to becoming a participant

e added information that Network Support Team are responsible for contacting the participant to advise outcome of the restricted access request

e minor continuous improvement enhancements.

Before you start

You have:

e received a request for information about restricted access from an applicant or

participant

e read Our Guideline — Your privacy and information, section What if you need extra privacy protections (restricted access)?

Understand restricted access

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What is restricted access?

Sometimes a person asks to have extra privacy for their NDIS information. This is called restricted access.

Restricted access adds more privacy protection to a person’s NDIS records. Only staff with restricted access permission can view their records.

For more information, refer to Our Guideline – Your privacy and information.

Why would someone request restricted access?

If a participant wants extra privacy applied to their account, they can ask for restricted access. However, they must meet certain requirements for restricted access to be applied to their records. The list of who needs restricted access is in Our Guideline – Your privacy and information.

What happens when someone applies for restricted access?

A participant, or their representative on a participant’s behalf, can ask for restricted access at any time. We record the reason the participant asked for restricted access. Once the request case is submitted, it is allocated to the Network Support Team to review. The Service Level Agreement states a restricted access request case must be decided and communicated in writing within 14 days. If an applicant requests restricted access, this can be applied pre access or once they become a participant.

The Network Support Team will contact the person to advise if their request for restricted access:

 has been approved  has been declined.

They’ll use a person’s preferred communication method, and the person will also receive a letter. If the request to add restricted access has been approved, restricted access is applied to the person’s account.

What happens when restricted access is applied?

When a restricted access request is approved:

 the participant’s record can only be opened by staff with restricted access

permissions  the my NDIS contact is changed to one with restricted access permissions

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 any open cases are re-assigned to the new my NDIS contact or staff with restricted

access permissions  a letter is automatically sent with this decision.

Only staff with restricted access permissions can access the person’s record. People with restricted access permissions have appropriate skills and training for this permission to view a restricted access record. Other staff can only view the person’s First Name, Last Name and NDIS Number. They can’t open the person’s account.

If a participant with restricted access contacts you, you must direct them to staff with restricted access permission. All business areas have staff with restricted access permission. The National Contact Centre also has a dedicated restricted access phone line: 1800 879 471.

Staff with restricted access permissions must not have a conflict of interest when they work with a participant with restricted access. This is to make sure we maintain the privacy of the people we work with. For more information, refer to the Conflicts of Interest and Outside Employment Policy.

Can restricted access be removed?

A participant or their representative can request to remove a participant’s restricted access at any time. To understand how to remove restricted access, see article Request to remove restricted access.

Next steps

  1. If the participant wants to apply for restricted access, see article Record a request to apply for restricted access.

  2. If the participant wants to remove restricted access, see article Request to remove restricted access.

  3. If the participant wants to review their restricted access request outcome, see article Review a restricted access decision.

  4. Refer the person to Our Guideline – Your privacy and information for further information on privacy and restricted access.

Article topics and case names – internal use only

Topics

This article relates to the following topics:

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e t_privacyandinformation

Version control

Version Amended Brief Description of Change

by

0.1 BJW159 |New KA— commenced drafting. DRAFT 2023-05-01

0.2 CGT260 |Peer review DRAFT 2023-05-26

0.3 BJW159 | Updates following peer review and VT DRAFT 2023-05-30

review. Title updated from ‘Understand restricted access for participants’ to ‘Understand restricted access’.

0.4 TPO642 |AD review DRAFT 2023-06-06

0.5 BJW159_ | Added into new template. For previous DRAFT 2023-06-06

tracked changes, see v0.4. Updates following AD review (track changed). Updated RAO to staff with RA permission. Updated from ‘person’ to ‘participant’ in some instances due to RA only applying to participants for MVP.

0.6 BJW159_ | Updated following Domain Owner review and DRAFT 2023-06-19

endorsement.

0.7 BJW159 | Updates following EL2 review and approval. DRAFT 2023-06-20

1.0 EMN960 | Director approval. APPROVED | 2023-06-19

New KA for guidance on restricted access.

1.1 DFB448 | New draft incorporating Cl and restricted DRAFT 2023-10-25

access enhancements for 1.16 release

1.2 TPO642 |AD review DRAFT 2023-10-26

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Version Amended Brief Description of Change Status

by

133 DFB448 |Copy for BIL and Domain review DRAFT 2023-10-31

1.4 DFB448 | Actioning BIL feedback. Domain DRAFT 2023-11-15

endorsement received.

1.5 CNP536 |AD Review DRAFT 2023-11-17

1.6 DFB448_ | Actioning EL1 Feedback DRAFT 2023-11-20

2.0 EMN960 |Class 1 Approval APPROVED | 2023-11-20

1.16 Feature Release and Cl updates

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