NDIA Accountability Project

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Contact to request further information for access decision

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SGB Knowledge Article Template For Internal Use Only

The contents of this document are OFFICIAL.

Contact to request further information for access decision

Guidance in this document is not approved for use unless you view it in PACE.

This article provides guidance for an access delegate (assessor) to:

  • contact an applicant to request further information
  • record the contact attempts.

Recent updates

12 August 2024

Guidance for an access delegate on how to:

  • contact an applicant for further information
  • document the attempts made to establish contact.

Before you start

You have:

  • used article Make an access decision and you need to contact an applicant to request further information
  • read and understood Our Guideline - Applying to the NDIS (external) including section What if we need more information to decide if you’re eligible?

Review details of the Access Decision

Open and assign a Contact Applicant task

After further information is requested, a task is created to contact the person or representative. If you submitted the request for further information, you’ll normally also complete this task.

If you didn’t complete the request for further information, but you are responsible for completing the task, you can open the task through PACE. You’ll also need to reassign the task to yourself.

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  1. Search for the person in the global search field at the top of the screen.
  2. At the Person Account, select the Cases tab.
  3. Select the Cases sub-tab and select the down-arrow next to All Cases.
  4. Select the relevant Access Decision case.
  5. Select the Case Activity tab.
  6. Under Open Activities, select the Contact Applicant or Nominee regarding s26 Request for Information (RFI) task.
  7. Select the Details tab.
  8. Under Task Information, at Activity Type, select Internal Note from the drop down options.
  9. Under Additional Information, At Assigned to, enter your name/login ID.
  10. Select Save.

Request further information details

If you didn’t complete the request for further information, review the person’s record to help you make the phone call. The following information in the Access Decision case will help:

  1. From the Access Decision case, select Documents
  2. Review the Request for more evidence letter
  3. Select the Details tab
  4. Review Closure Information.

Contact applicant

Before contacting an applicant or authorised representative, you must first check their preferred communication method and authorisations.

Before making the call

  1. Go to article Check a participant’s preferred contact method for more information.
  2. Go to article Send an SMS in PACE to send an SMS alert before to calling the applicant or authorised representative, informing them of an upcoming call from a private number. Use the We are going to call you template found in the article Send an SMS in PACE.

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  1. When making the call, make sure you follow the guidelines in the Guide - Conversation style guide.

Required contact attempts

You must attempt to contact the participant at least 3 times to advise the applicant or authorised representative of the further information request.

Make the call

If the call is answered

  1. Introduce yourself and confirm if this is a suitable time for the call.
  2. Perform a security check to verify you’re speaking to the correct person. For more information, refer to section How to complete a security check in article Consider a request for personal information.
  3. Thank the person for the information they have already provided.
  4. Explain that you need more information to decide if the applicant is eligible for the NDIS.
  5. Explain what information the person needs to provide.
  6. Explain that information should come from the treating professional most relevant to the applicant’s disability. Give examples based on the applicant’s disability.
  7. Explain that information may be returned via email, mail or to a local NDIA office.
  8. Advise that information needs to be provided in 90 days or the application will be withdrawn.
  9. If the applicant has a myNDIS contact, advise them that they can reach out for help during the process of their NDIS application.

Note: If the applicant advises they require more than 90 days to provide the requested information, consider an extension.

Record contact attempts

After attempting to contact the person (successfully or not), you must log an activity to record this. Follow guidance in article Log an activity or internal note.

Record the note using the relevant template:

No answer

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<First/Second/Third> phone call attempt to <Applicant/Authorised Representative> on all available numbers, to ask for more information to decide if applicant is eligible for the NDIS.

Call not answered.

Successful contact

Phone call made to <Applicant/Authorised Representative> on all available numbers, to ask for more information.

I explained the information needed to decide if the applicant is eligible for the NDIS.

I explained how this information can be returned to the NDIA.

I explained this information must be provided within 90 days or the application will be withdrawn.

Complete the Contact Applicant task

Once you have completed all required contact attempts:

  1. At Access Decision case, select the Case Activity tab.

  2. Under Open Activities, select the Contact Applicant or Nominee regarding s26 Request for Information (RFI) task.

  3. Select the Details tab.

  4. Under Task Information, at Comments, select the edit icon.

  5. If all call attempts are unsuccessful, copy and paste the template below into the Comments field:

    Three phone call attempts made to <Applicant/Authorised Representative> on all available numbers to request further information to decide if applicant is eligible for the NDIS. Calls not answered.

  6. If you successfully contacted the person, copy and paste the Successful contact attempt template from the Activity Log.

  7. Under Additional Information, at Status, select Completed.

  8. Select Save, this task is now closed.

Next steps

  1. If there is no request for extension, no further steps are required.

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  1. If an extension to provide further information has been requested, consider an extension.

Article labels — internal use only

PACE user role names

Add: dc_users_accessdelegate

Delete:

Topics

Add: t_applying

Delete:

Case names

Add: dc_case_accessrequest

Delete:

Ownership

Add: own_sgapplyingandengaging

Delete:

Version control

Version Amended by Brief Description of Change Status Date
1.0 JC0088 Class 2 approval

Instructions for an access delegate (assessor) to contact an applicant to request further information and record the contact attempts.		 APPROVED 2024-07-08

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