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OFFICIAL

DOCUMENT 10

Knowledge Article

For Internal Use Only

The contents of this document are OFFICIAL.

Send a manual letter

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

This article provides guidance for all NDIA staff and partners to:

understand when to use a manual PACE letter
send a manual letter via an email in PACE
send a manual letter via post
upload a manual letter to a case.

Recent updates

14 October 2024

Link to new Nominee and Child representative letter added: Letter - Notification of child representative role ending on participant’s 18th birthday.

3 October 2024

Guidance updates to reflect legislation changes from 3 October 2024:

we’ve added links to access templates for pre and post legislation changes.
we’ve added links to new letters for NDIS budget breakdown and replacement support decisions.
note added to remind staff once a letter has been sent by email, they must delete the saved copy of the letter from their computer.

Before you start

You have checked:

the participant’s communication preferences using article Check a person’s preferred contact method
consent and authority using article Check consent, nominee, child-representative or self-representation authorities.

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When to use a manual PACE letter

If a letter is generated and sent as part of a case in PACE, use the generated letter and not this manual letter process. You’ll only be able to edit specific fields in manual letters where information is needed.

The manual process applies to the following letters:

Access

Letter – Access Not Met Decision
Template – Access not met decision – Pre-legislation changes
Template – Access not met decision – Post-legislation changes

Nominees and child representatives

Letter – Nominee request to participant
Letter – Notification of nominee request – consent for nominee
Letter – Nominee request declined
Letter – Nominee cancellation – to cancelled nominee
Letter – Nominee cancellation – to participant
Letter – Nominee suspension – to suspended nominee
Letter – Nominee suspension – to participant
Letter – Child representative unsuccessful request
Letter – Child representative revocation to continuing representative
Letter – Child representative revocation to revoked representative
Letter – Child self-represent – approved to participant
Letter – Child self-represent – approved to revoked child representative
Letter – Child self-represent – declined to participant
Letter – Child self-represent – declined to child representative
Letter – Appointed representative to contact us
Letter – Notification of child representative role ending on participant’s 18th birthday

To learn more about nominee and child representative letters, go to article Complete manual letters for child representatives, child self-representation and nominees.

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Request for information

Letter – Request for information

To complete the request for information letter, go to article Complete a manual request for information letter during plan approval.

Eligibility reassessment

Letter – Update to NDIS eligibility
Letter - Eligibility reassessment opportunity to respond
Letter - Eligibility reassessment more time outcome - granted
Letter - Eligibility reassessment more time outcome - not granted
Letter – Outcome of eligibility reassessment - stay
Letter - Outcome after eligibility reassessment - leave

Explanation of a decision

Letter - Explanation of a decision – Participant supports
Letter - Explanation of a decision - Other decisions
Letter – Replacement support requested – Approved
Letter – Replacement support requested – Not approved

Plan change decision made outside of 21 days

Letter – s47A and s48 decision outside 21 days manual decline
Letter – s47A and s48 decision outside 21 days manual vary
Letter – s47A and s48 decision outside 21 days manual reassess.

To learn when to use these letters, go to article Progress a plan change (s47a and s48) request over 21 days.

Home and living supports

Only home and living delegates can use this letter. Save the Letter – Home and living supports in the participant’s documents.

During plan approval, the planner delegate will review this letter and add funding to the participant’s plan. Send a copy of this letter after the plan approval meeting.

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Letter – Home and living supports.

Budget breakdown summary

Letter – NDIS budget breakdown for participants
Letter – NDIS budget breakdown for nominees

Send a manual letter via an email in PACE

Where possible, you should send a PDF version of the manual letter to a participant by email in PACE. For more information, read article Send and receive an email in PACE.

Note: You:

can’t send an email from an eligibility reassessment or manage authorised representative case.
will need to contact the participant using their preferred method of communication.

To send email correspondence:

From the case view, within the Activity panel on the far-right, select Send Email.
Within the From field, select NDIS enquiries from the dropdown list.
At the To field search for the relevant contact. This will prepopulate with the email address recorded on the person account.

Note: To send an email to someone not recorded on the person account add their email address in the To field.
Select a Sensitivity Label Category from the dropdown list.

Note: If you select OFFICIAL Sensitive (OS) IMM, you must select a Sensitivity Label Subcategory.
Include in the Subject field the topic of the letter – for example, Child Representative Outcome. For any decision letters, include the topic and the word ‘outcome’.
Enter the message body. Use your business area’s correspondence templates as needed.

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Save the letter as a PDF. In Word select File, then Save a Copy. Select PDF from the file type dropdown list. Follow the standard process to save a copy of the letter.
Attach the letter as a PDF. To do this select Attach file, the paperclip icon, select the letter and select Open.
Select Send.
Once it is sent, you can access a copy of the email in the person account. Select the Activity tab. At Timeline drop down the relevant case from where the email was sent. The email will appear in Activity History.
You can also access a copy at the Case Activity tab in the case.

IMPORTANT: Once you have confirmed the email has been sent you must delete the saved copy of the letter from your local system.

Send a manual letter via post

If the participant doesn’t have email to receive communications, you can send the letter via post. When posting the physical letter, please refer to the current postage process for your location.

Upload a manual letter to a case

To save the PDF letter in a case:

From the case view, select the Documents tab.
Select Add Documents.
Select Participant Communication from the Document Category dropdown list.
Select NDIA Decision, or General Communication from the Document Sub Category dropdown list.
Select Yes, in response to Does the document contain any Personal identifiable information (PII)?
Copy the below template, update as required and enter it into the Description field:

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A physical letter regarding [enter letter name] was sent via post to [enter contact name(s)], on the [DD/MM/YYYY] to the address of [enter address]. This letter was posted from [enter location and address] by [enter contact name].

Select Next.
Select the Upload Files button to upload the PDF letter.
Select Save.
Once uploaded, select Close.

IMPORTANT: Once you’ve confirmed it’s uploaded to PACE, you must delete the saved copy of the letter from your computer.

Next steps

If you’re sending a manual request for information letter, complete all steps in article Complete a manual request for information letter during plan approval.

Article labels – internal use only

PACE user role names

No change

Topics

No change

Case names

No change

Ownership

No change

Version control

Version	Amended by	Brief Description of Change	Status	Date

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Version	Amended by	Brief Description of Change	Status	Date
12.0	JC0088	Class 2 approval. Updates to reflect legislation changes from 3 October 2024. We’ve added links to access templates for pre and post legislation changes. We’ve added links to new letters for NDIS budget breakdown and replacement support decisions. Note added to remind staff once a letter has been sent by email, they must delete the saved copy of the letter from their computer.	APPROVED	2024-09-25
13.0	JS0082	Class 1 Approval New heading and links updated for Letter – NDIS budget breakdown for participants and Letter – NDIS budget breakdown for nominees	APPROVED	2024-10-02
13.1	TCM150	Update to add link for new Nominee and Child representative letter	DRAFT	2024-10-03
13.2	CFO548	Peer review	DRAFT	2024-10-03
13.3	TCM150	Action from Peer review	DRAFT	2024-10-03
14.0	IIW664	EL2 Approval	APPROVED	2024-09-26

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