NDIA Accountability Project

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Record a request to apply for restricted access

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Record a request to apply for 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, participant support officer, access delegate, technical advisors, National Contact Centre, liaison officers (HLO/JLO), complex support needs (CSN) planner, national reassessment delegate) to:

e understand when a restricted access request can be made e create the restricted access case

e contact case owners for current open cases.

Recent updates 29 January 2024

Updated guidance with information about recording a restricted access request for applicants to the NDIS.

Before you start

You have: e received a request for restricted access from the participant or their authorised representative

e checked consent and authority if the request is from a representative for the participant, using article Consent to act on applicant behalf

e read Our Guidelines — Your privacy and information, section What if you need

extra privacy protections (restricted access)?

e explained restricted access to the participant or their representative, using article

Understand restricted access.

Record a request for restricted access

Restricted access requests for new applications to the NDIS

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You shouldn’t be submitting restricted access request for new applications that aren’t yet access met. PACE will reflect this applicant as a person with a disability. Restricted access requests should only be submitted when the applicant becomes an access met participant.

Open access request cases

When there is an open access request case and a restricted access request has also been submitted, restricted access can’t be applied to the person account until the access met decision has been made.

If you submit a restricted access request without an open access request you’ll need to withdraw and resubmit the restricted access request if the person meets access.

The below process to create a restricted access case should only be for access met participants.

Create the restricted access case

If the request is to remove restricted access, use article Request to remove restricted access.

  1. Open the Person Account.

  2. Open the Cases tab, select New. Check for any open cases In Progress in the Person Account. If found, notify case owner that there are changes being made to the person account. Go to below section Contact case owner for In progress case for steps.

  3. Select Restricted Access, select Next.

  4. If there is an enquiry case, find the case number for the enquiry in either the Person Account Cases tab, or in the Enquiry case. Add this number to the Parent case. This will link the restricted access request to the original request or enquiry.

  5. Complete the New Case: Restricted Access information.  Under Type, select Add for a restricted access request.  Select Case Origin.

  6. Select Save.

  7. Complete the request case.

  8. Select the Request tab.

  9. Select the Date the request was received and who made the request.

  10. Select Next.

  11. Select the Request Reason for the restricted access request. You can select multiple options.

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 If Other is selected, explain the reason in Do you have any additional information

to add?  You must add further relevant details such as who made the request and why.

  1. Select Next. Note: If you select Other, it’s important that you add enough detail about the request so the Network Support Team can make an informed decision about whether to approve or deny the request.

  2. If the participant is an NDIA staff member, ask if they want a my NDIS contact from a different LGA. This reduces the chance of them being known by the my NDIS contact.

 Record their response, with any comments relevant to the request.

  1. Select Next.

  2. Review the Summary.

  3. Select Submit. The case is submitted for review. Contact case owner for In Progress case

  4. In the Person Account, select Cases.

  5. Check for open Cases with status In Progress.

  6. For the In Progress cases advise the Case Owner:  the participant is requesting restricted access  a restricted access case request will be submitted  the current case needs to be to be completed so that restricted access can be

applied to the person account.

  1. Before cases are re-routed, the case owner needs to create a Log Activity to the case and add relevant case information for each case. Use article Log an activity or internal note.

  2. Tell the case owner that the person account will be assigned to the Restricted Access Routing Queue for the request to be reviewed.

Note:

 The Network Support Team will check the cases are closed and reassign any open

cases to the my NDIS contact.

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e lf restricted access is applied, the my NDIS contact may also need to be updated to

a my NDIS contact with restricted access.

Next steps

  1. The restricted access case is automatically routed to the Restricted Access Routing Queue. The case will be allocated to the Network Support Team for review within 14 days.

  2. Once a decision is made for a request to add or decline restricted access to the participant record, the Network Support Team will contact the participant using their preferred communication method to advise of the outcome. Use article Check a

person’s preferred contact method.

  1. Asystem generated letter will be issued by the Network Support Team to the participant or their representative.

Article topics and case names -— internal use only

Topics

This article relates to the following topics:

e = t_privacyandinformation

Version control

Version Amended Brief Description of Change

by

1.0 EMN960 | Director review and approval APPROVED | 2022-11-07

2.0 EMN960 |Class 1 Approval APPROVED | 2023-06-19

Updated to reflect new PACE processes.

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

1.16 Feature release and Cl updates

4.0 EMN960 |Class 1 approval APPROVED | 2024-01-22

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Version Amended Brief Description of Change Status

by

Updated guidance with information about recording a restricted access request for applicants to the NDIS.

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