NDIA Accountability Project

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Update a person account

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For Internal Use Only The contents of this document are OFFICIAL.

Update a person account

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:

• update a person account by creating a new update person account case • update a person account using the update details button • help the participant update their own contact details.

Recent updates

22 July 2024

Guidance updated with a note to remind users about correctly spelling names in PACE.

Before you start

You have:

• checked consent and authority if the request is from a representative using article

Consent to act on applicant behalf or Check consent, nominee, child representative or

self-representation authorities • completed a security check and identity confirmation, if needed, using article Consider

a request for personal information • confirmed the person’s identity with evidence such as a linking document if you’re

updating a person’s legal first, middle or last name using article Understand how to

verify identity documents. Read Fact sheet – Evidence of identity (external) for

information about evidence.

Update a person account by creating a new Update Person Account case

You can update a person’s details by completing an update person account case. This includes:

• person details (name, gender identity, indicators)

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For Internal Use Only

• addresses • communication preferences (phone number and email) • correspondence preferences (format and delivery method of correspondence) • non-compliant behaviour (for use by Compliance/Fraud team only) • housing and accommodation • relationship information • residency and visa information • consents • my NDIS contact • disabilities.

To create a new Update Person Account case, complete the following steps:

  1. Open the Person Account.

  2. Select the Cases tab, then select New.

  3. Select Update Person Account, then select Next.

  4. Complete all mandatory fields, then select Save. This will open the new Update Person

Account case.

  1. Select the Update Person Account tab.

  2. Select Requested By?, then select Next.

What would you like to update?

From the What would you like to update? screen, select all the details you want to change. Refer to the information below for guidance on how to complete the different updates, or articles that will help you do this.

Person details (name, gender identity, indicators)

  1. Add or change information on the Person Details screen, as required.

Note: The first, middle, and last names that you enter should always be the person’s

legal name. When entering the person’s name, make sure you spell and use

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For Internal Use Only capitalisation correctly. If names are spelt with all capitals or all lowercase letters, this

will be visible in PACE and correspondence.

If you’re updating a person’s legal first, middle or last name, make sure you’ve

confirmed the person’s identity with the correct evidence, such as a linking document.

Use article Understand how to verify identity documents. To learn more about evidence,

read Fact sheet – Evidence of identity (external).

  1. If you select Yes at Have you ever been known by another name? complete the

Previous name and Type of name fields. This helps us confirm the identity of the

person.

  1. Enter the person’s Preferred Name and Preferred pronoun, if required. Always use

the person’s preferred name and pronouns when you talk to them.

  1. Select Next.

Addresses

  1. Select from the Reason for change of address drop-down list.

  2. In the Home Address section, select the box if the person has No Fixed Address. You

should also log an activity to record this information. For more information, go to articles

Log an activity or internal note and Record an address – temporary accommodation and

homelessness.

Note: If you need to select No Fixed Address, you will still need to enter some

information in the Home Address and Postal Address fields. If the person has no fixed

address, talk to them about recording a postal address, for example a support agency.

This means that the person can receive letters from us.

  1. Start to type the person’s address into the Address field. Select the correct address

from the list. If the address doesn’t appear, or the auto-fill information is incorrect, select

Override Retrieved Address. This will allow you to manually enter or correct the

address information.

Important: If you need to use the Override Retrieved Address function in PACE, it is

important to note that the Local Government Authority also named, LGA, won’t

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For Internal Use Only automatically populate. You must confirm the correct LGA and manually type it into the

field.

When you manually update address details in the Override Retrieved Address screen,

you’ll need to wait 24 hours for the Modified Monash Model also named, MMM, to

recognise the changes. If MMM doesn’t accept the changes, PACE will trigger a report

to OCIO for resolution within 24 hours. An alert will be visible on the person record to let

you know the issue has been reported.

An MMM rating is used to define whether a participant’s home address is metropolitan,

rural, remote or very remote. The MMM rating for participants in remote and very remote

areas will automatically override with the MMM rating. This override happens when

there’s activity in the participant’s PACE record and only applies to participants living in

remote or very remote areas. For more information on how the MMM is used by

government agencies go to Modified Monash Model (external).

The MMM override tool in PACE won’t work for an incorrect address. This means any

provider claims will reject automatically, and correspondence may not generate if the

address is incorrect.

Note: Once MMM has accepted the updated address details, you’ll need to wait 24

hours before creating a draft budget for new plans, this ensures the right information

is on the participants record. If you’ve updated an existing participant’s record using the

MMM override tool, you’ll need to generate a plan change request. Read article

Prepare to submit a plan change request.

  1. In Postal Address, select the check box if it’s the same as the Home Address, or

complete the fields if required.

  1. To update Work Address or Alternate Home Address, select the arrow to view fields.

  2. Select Next.

Communication preferences (phone number and email)

  1. Add or change information on the Communication Preferences screen, as required.

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For Internal Use Only 2. Confirm if the person wants to be contacted for surveys. At Contact for Surveys, you

can select or unselect the box. For more information about surveys, go to article Explain

NDIS Surveys.

  1. If you’ve updated the person’s Primary Contact Method, make sure the related contact

method field is completed.

  1. Select Next.

Note: If the person also has a person account in SAP CRM, updates made to a person’s communication details in PACE won’t automatically transfer to SAP CRM. You must check if the changes have been successfully transferred to SAP CRM. You’ll need to update them manually in SAP CRM.

Correspondence preferences (format and delivery method of correspondence)

  1. Add or change information on the Correspondence Preferences screen, as required.

  2. Select Next.

Note: If the person as a person account in SAP CRM, updates made to a person’s correspondence details in PACE won’t automatically transfer to SAP CRM. You must update them manually in SAP CRM.

Non-compliant behaviour

The non-compliant behaviour function is for use only by the Compliance/Fraud team. You can contact the Compliance/Fraud team for further support or information. Go to article Using the non-compliant behaviour screen in the update person account case.

Housing and accommodation

  1. Add or change information on the Housing & Accommodation screen, as required.

  2. Select Next.

Relationship information

This is used to add or cancel a relationship to the person’s account. If you want to add or change an authorised representative use the Manage Authorised Representatives case. For more information, use article Understand the articles to use for the Manage Authorised Representative case.

  1. Add a relationship on the Add Relationships screen, using guidance in article Add or

cancel a relationship.

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For Internal Use Only 2. Select Next.

Residency and visa information

  1. Add or change information on the Residency and Visa Information screen, as

required.

  1. Select Next.

Note: Updates to Residency and Visa Information may require evidence to be attached. Use article Understand age and residence evidence.

Consents

  1. Update information on the Consent screen, as required, using the following guidance.

To update:

• Do you consent to the NDIA collecting your age and residence information from

Centrelink using your Customer Reference Number (CRN)?, go to article Consent

to use Centrelink information • Collect personal information from an organisation authorised representative, go

to article Applicant consent to collect information • Contact health professional organisations, service provider organisations and

schools where relevant, to collect information about you, go to article Applicant

consent to collect information • Share information about you with identified third party organisations to help

with developing and implementing your plan, go to article Applicant consent to

share information • Do you consent to the NDIA collecting, using and disclosing your personal and

sensitive information for the above purposes, including to verify your identity

with the document issuer or official record holder via third party systems, and

in accordance with our Privacy Policy? go to article Consent to use document

verification service.

Note: For information about sharing the participant’s plan information with providers read Understand sharing the participant’s plan information with providers.

  1. Select Next.

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For Internal Use Only My NDIS contact

  1. Update the my NDIS contact using guidance in article Update the my NDIS contact.

  2. Select Next.

To learn more, read article Understand and check the my NDIS contact.

Disabilities

Partners can’t update disabilities in the update person account case. If you can’t see the disabilities screen and you need to make changes to the disabilities recorded in the person account, go to article Request a participant disability change.

  1. Follow steps in the article Add a new primary disability.

  2. Select Next.

Review and submit

  1. Once you’ve made the required updates select Next.

  2. Review the details and select Submit, or select Previous to make any changes.

Update a person account using the Update Details button

You can update some personal details using the update details button. This button is a shortcut, so you don’t have to create a new update person account case. A record of the changes you make will still be visible in the cases tab.

You can update the following details using the Update Details button:

• person details - name, gender identity, indicators • addresses • communication preferences - phone number, email and survey preferences • correspondence preferences - format and delivery method of correspondence.

Note: You can still update these details, and make other changes, by creating a new update person account case, if needed.

When entering the person’s name, make sure you spell and use capitalisation correctly. If names are spelt with all capitals or all lowercase letters, this will be visible in PACE and correspondence.

To update a person’s account details, complete the following steps:

  1. Select the Details tab from the Person Account.

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For Internal Use Only 2. Select Update Details button.

  1. In the Who is Making the Request? screen:

• make a selection in Requested By? • make a selection in Case Origin • then select Next.

  1. In the screen What would you like to update?, select all the details you want to

change. You can update multiple areas by selecting all relevant checkboxes. Refer to

the What would you like to update? section above for more information.

Note: To update other details not listed here, refer to section Update a person account by

creating a new Update Person Account case.

  1. Select Next.

  2. Complete the updates required, then select Next.

  3. Review the details and select Submit, or select Previous to make any changes.

Note: In most cases, updates made to a person’s communication or correspondence details in PACE won’t automatically transfer to SAP CRM. If the person has a SAP CRM record, you must check if the changes have been successfully transferred to SAP CRM. In most cases you’ll need to update them manually in SAP CRM.

Help the participant update their own contact details

If the person is a participant, you can help the participant update their email, address, or phone number for their NDIS record through MyGov.

Update contact details in myplace

To update details in myplace tell the participant, they can:

• go to their myplace participant portal from MyGov • select and update My Contact Details.

Changes in myplace are saved straight away but won’t update other linked MyGov services, such as Centrelink, Medicare, and the Australian Taxation Office.

Update contact details in MyGov

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For Internal Use Only If the participant wants these changes recorded for all their linked services, tell them they can:

• go to MyGov • select Linked services • select Contact details • make edits in the Update contact details with linked services screen.

It can take up to 15 minutes for the information recorded to appear in myplace.

Next steps

  1. If you had contact with a person with disability, participant, their provider, or authorised representative, you must log an activity. If you’ve updated a person account, make sure you include details of the reason you made the update. Use article Log an activity or internal note.

Note: You can’t log an activity if you use the update details button. To log an activity, you need to use the update person account case.

Article labels – internal use only

PACE user role names

Add:

Delete:

Topics

Add:

Delete:

Case names

Add:

Delete:

Ownership

Add:

Delete:

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ndis’

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Version control

Version oy Brief Description of Change 2023-02- 1.0 AGK382_ | Approved with amendments APPROVED 29 Class 1 approved 20 EMNge0 | Added guidance about option to update | approyep | 202%-97- personal details using the Update 04 Details button on Details page. Class 1 approved. 30 EMNg960 Updated for continuous improvement. APPROVED 0- Title changed from ‘Update personal details’ to ‘Update a person account’. 2023-10- 4.0 EMN960 | Class 1 approval to publish APPROVED 26 5.0 EMN960 | Class 1 approval APPROVED a 1- 6.0 CW0032 | Class 2 approval APPROVED ned 2024-04- 7.0 JCO0088 BM Class 2 Approval APPROVED 29 2024-07- 8.0 VFK746_ | Class 1 approval APPROVED 16

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