NDIA Accountability Project

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Request to remove restricted access

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The contents of this document are OFFICIAL.

Request to remove restricted access

This article provides guidance for 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 receive a request to remove restricted access e create the remove restricted access case

e complete the remove restricted access case.

Recent updates December 2023

Updates include:

e removal of partner staff, as they no longer have restricted access permissions

e note added that if ‘other’ is selected as request reason, enough detail must be added for the Network Support Team to make an informed decision to remove restricted access

e minor continuous improvement enhancements.

Before you start

You have:

e restricted access permissions in PACE

e received a request from a participant or their authorised representative for restricted access to be removed from a participant’s record

e checked consent and authority if the request is from a representative for the

participant, using article Check evidence to act on behalf of another person e read Our Guideline — Your privacy and information, section What if you need extra

privacy protections (restricted access)?.

Remove restricted access

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FOI 23/24-0814

SGP Knowledge Article Template

For Internal Use Only

Request received to remove restricted access

A participant can request to have restricted access removed from their record at any time. It may also be removed if a participant no longer meets the requirements for restricted access. Before this occurs, we let the participant know so they have an opportunity to give us reasons why their restricted access should continue. Read Our Guideline – Your privacy and information for more information on the requirements for approval of restricted access.

Create the remove restricted access case

  1. Open the Person Account using article Search for a restricted access participant.

  2. Open the Cases tab, select New.

  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 remove restricted access request to the original request or enquiry.

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

  6. Select Save. Complete the remove restricted access case

  7. Select the Request tab.

  8. Select the Date the request to remove was received and who made the request, select Next.

  9. Select the Request Reason, and include the reason for removing restricted access. You can select multiple options. If Other is selected, explain the reason in Do you have any additional information to add. Add further details of the reason for removing here. 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 to remove restricted access.

  1. Review the Summary and select Submit. The case is submitted for review Next steps

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

  3. If the removal of restricted access does occur any staff member can now see the record. V2.0 2023-11-20 Request to remove restricted access - WP17B-19b-14 KA Page 2 of 4 This document is uncontrolled when printed OFFICIAL Page 68 of 154

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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

0.1 TCM150 | Drafting new knowledge article DRAFT 2023-05-22

0.2 BJW159_ | Peer review DRAFT 2023-05-25

0.3 TCM150_ ‘|Action from peer review DRAFT 2023-05-26

0.4 TCM150 {Action from VT review DRAFT 2023-06-02

Number of long sentences: 4 (6.56%) Number of Passive Sentences: 6 (9.84%) Readability: 51

Grade Level: 7.5

0.5 TCM150 {Updates following SME feedback from DRAFT 2023-06-05 Assistant Domain Owner (JMS955).

0.6 BJW159 | Updates to formatting, and for consistency DRAFT 2023-06-05

with KA — Record a request for RA

0.7 TPO642_ |AD review DRAFT 2023-06-06

0.8 TCM150 {Action following AD review and change in DRAFT 2023-06-07 formatting of ‘Recent updates’.

0.9 TCM150_ ‘|Action following domain feedback DRAFT 2023-06-19

0.10 TCM150 | Action following Director review DRAFT 2023-06-19

1.0 EMN960_| Director review and approval. APPROVED | 2023-06-19

Updated to reflect new PACE processes

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Version Amended Brief Description of Change Status

by

se 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

$3 DFB448 | Copy for BIL and Domain review DRAFT 2023-10-31

1.4 DFB448 | Actioning BIL and Domain feedback DRAFT 2023-11-10

1.5 CNP536 | AD Review 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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