NDIA Accountability Project

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Review and determine outcome for a restricted access request

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FOI 23/24-0814

SGP Knowledge Article Template

For Internal Use Only

The contents of this document are OFFICIAL.

Review and determine outcome for a restricted access request

This article provides guidance for a supporting officer to:

 review and make a decision for the restricted access request case  notify the participant of the decision of the restricted access case  refer participant queries to the my NDIS contact.

The Network Support Team (NST) are responsible for contacting the participant or their representative to let them know the outcome of their restricted access request.

Recent updates

29 January 2024

 Guidance updated to remove email template. This has been replaced with article

Check a person’s preferred contact method to contact the participant to advise

restricted access has been removed.  Note added for nominating the new my NDIS contact, with general instructions in

article Update the my NDIS contact.

Before you start

You have:

 received a task to review a restricted access request case and determine an

outcome  read Our Guideline - Your privacy and information, section What if you need extra

privacy protections (restricted access)?  checked for a conflict of interest using the Conflicts of Interest and Outside

Employment Policy.

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SGP Knowledge Article Template

For Internal Use Only

Review and determine outcome for a restricted access request

Review the restricted access request case

  1. The supporting officer will work from the Restricted Access Routing Queue for the Access Request case.

    Note: If you know the person who has requested that restricted access be applied to their record, you must ask your manager to re-assign the case. For more information, see the NDIA Conflicts of Interest and Outside Employment Policy.

  2. Review the summary details under the Request tab. Check if the request is to add or remove restricted access.

  3. Check the reason for requesting restricted access. If this information is not available, check with a quick desktop review.

  4. Review the reason for requesting restricted access and proceed to make the decision.

    Note: Not finding anything is not enough to decline the request. For more information, use article Record a request to apply for restricted access.

Make a decision for a restricted access case

Make a decision to approve or decline the request using [Our Guideline – Your privacy and information](Our Guideline – Your privacy and information). Then, proceed to the relevant section below.

Note: When you contact the participant to advise the restricted access outcome, if the participant advises they’re at risk you must raise a participant critical incident (PCI). Use article Create a participant critical incident case.

Approve to add restricted access to participant account

  1. In the Decision tab, select Decision Outcome.

  2. To add restricted access, select Approved.

  3. Select Next – Justification.

  4. At Justification, select the reason for your decision. Include the reason you’ve approved restricted access for the participant account.

  5. Select Next.

  6. You will:

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SGP Knowledge Article Template

For Internal Use Only

  • contact the participant to advise the outcome of the restricted access request using their preferred communication method. Use article Check a person’s preferred contact method.
  • issue the system generated letter in PACE to advise of the decision.
  • re-assign the case in PACE to the new my NDIS contact. For general instructions to update the my NDIS contact, use article Update the my NDIS contact.

Note: When you get to step 12 under heading Determine the new my NDIS contact, from Case Owner type select RA Manager Routing Queue. Nominate the new My NDIS Contact, submit case and update access to the Person Account.

  1. When the my NDIS contact is updated the my NDIS contact will be aware of the change via the system update.

Decline to add restricted access to participant account

  1. In the Decision tab, select Decision Outcome.

  2. To decline restricted access, select Declined.

  3. Select Next – Justification.

  4. At Justification, select the reason for your decision. Include the reason you’ve declined restricted access for the participant account.

  5. Select Next.

  6. You will:

Request to remove restricted access from participant account

  1. From the Restricted Access case, remove this permission.
  2. You will:

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SGP Knowledge Article Template

For Internal Use Only

e contact the participant to advise the outcome of the restricted access request using their preferred communication method. Use article [Check a person’s preferred contact method].

e advise the participant their my NDIS contact will stay the same unless they request to update it. Use article [Update the my NDIS contact].

Refer participant queries to my NDIS contact

When you contact the participant or their representative to advise the outcome of the restricted access request, they may have questions you’re unable to answer.

  1. Let the participant know you’ll note the questions for their my NDIS contact to answer for them. Their my NDIS contact will contact them as soon as possible.
  2. Create an Enquiry case and assign the open case to the My NDIS contact in the person account. Use article [Create an enquiry case].
  3. Note the questions in the Enquiry case request. Specify the my NDIS contact will: e follow up with the participant or their representative e provide further assistance to answer questions.

User roles

This article relates to the following user roles:

e dc_users_supportingofficer

Topics

This article relates to the following topics:

e =t_privacyandinformation.

Version control
Version Amended by Brief Description of Change Status Date
1.0 EMN960 Class 1 approval.
New knowledge article to reflect PACE system build for restricted access.		 APPROVED 2023-06-19

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This document is uncontrolled when printed

SGP Knowledge Article Template

For Internal Use Only

Version Amended by Brief Description of Change Status Date
2.0 EMN960 Class 1 Approval APPROVED 2023-11-20
1.16 Feature release and CI updates
Class 1 approval
Updates made to:
- remove email template. This has been replaced with Check a person’s preferred contact method to contact the participant to advise restricted access has been removed.
- Added note if participant advises of any risk during conversation to raise PCI, linked to Create a participant critical incident case.
- add a note for nominating the new my NDIS contact, with general instructions in Update the my NDIS contact.
3.0 EMN960 APPROVED 2024-01-22

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