Create an enquiry case

Disclosure Log - FOI 24/25-0883 OFFICIAL DOCUMENT 14 Knowledge Article

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

Create an enquiry case

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 types of enquiry cases • create an enquiry linked to a person account • create the enquiry case • cancel or complete the enquiry case • understand next steps.

Recent updates

4 November 2024

Guidance added for cancelling or completing an enquiry case if required.

Before you start

You have:

• received an enquiry • identified if there’s a relevant open case. If so, continue working on the open case. Then

use article Log an activity or internal note to determine whether creating an internal note

is needed instead of creating an enquiry case. • considered if there’s a more relevant case to create. For example, if the participant is

calling to update their address, use create an Update Person Account case instead of

an enquiry case • considered if there’s a follow-up action or review needed for an open enquiry case. If

there is, don’t create a new enquiry case. Continue working in the open case and use

article Log an activity or internal note to record the actions you’ve taken.

Types of enquiry cases

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For Internal Use Only An enquiry case is for new enquiries received in relation to a participant or provider. Examples of enquiry cases include:

• new enquiries that require action • recording questions or issues received that need further investigation • an enquiry case that can be created even if it’s not linked to any specific person’s

account in PACE, such as provider registration and requests from media. If the enquiry

doesn’t relate to a person account, go to the article Create an enquiry case with no

person account • logging an activity, which is sometimes used to add information to existing open cases.

To see a full list of the types of enquiry cases, use article Manage an enquiry – Understand enquiry type categories – APPENDIX.

Note: You can add notes to the enquiry tab of an enquiry case up to 5 times.

Most enquiries must be linked to a person account. Others, such as provider enquiries, may not relate to a specific person.

When there’s an existing case for the enquiry, continue to work with that enquiry. You don’t need to create a new enquiry case, this will help you avoid creating duplicate enquiry cases.

Create the enquiry case

You may receive an enquiry from one of the following origins:

• email • phone • web • internal • in-person • provider portal • webchat.

When you receive an enquiry, if you have the relevant permission, you should create the appropriate case type and action the enquiry.

You should only create an enquiry case if:

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For Internal Use Only • no open case type exists for this enquiry and further action is needed from another

business area • an enquiry case has been incorrectly closed and further action is needed from another

business area • you’ve received multiple enquiries that can’t be resolved in one enquiry case referral.

If the enquiry is about an open case or no follow-up action or review is required, you should Log Activity using article Log an activity or internal note.

Create the enquiry case from the Person Account

Follow the steps below to create an enquiry case from the Person Account:

1. Select the Details tab.

2. Select Create Enquiry. A pop-up box will appear.

Note: Creating the enquiry case from the Person Account is always the preferred

process. However, if you’ve created the enquiry case using the Cases tab and

experience a situation where you must cancel it: Go to section Cancel or complete an

Enquiry case.

3. From the drop-down options, complete mandatory fields Requested by, which is who’s

making the enquiry, and Case origin, which is how you received the enquiry.

Note: If the enquiry is made by an authorised representative or organisation, select the

representative from the available options.

4. Select Next.

5. If another enquiry case exists on the Person Account that has the same category and

sub category, the Duplicate Check screen will appear.

Note: If you’ve created the enquiry case using the Cases tab, then the Duplicate

Check screen won’t appear. Instead, if PACE detects a duplication, an error message

will appear in the New Case screen once you select Save.

6. If you find an enquiry case that has already been created but is identified as a duplicate:

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For Internal Use Only • Check the open cases and determine which case should be the parent enquiry

case. • Close any duplicate cases using step 17 and link them as child enquiry cases to

the parent enquiry case. Use article Create a link between related cases in PACE

to link the cases. • Leave a closure comment explaining why you closed the duplicate case to

complete the process.

Where possible, use the original enquiry case. Only create a new enquiry case if the existing case can’t be opened or, is unresponsive. To create a new enquiry case, close the error message in the New Case screen and select the Allow Duplicate box. Then select Save to create the case.

7. At Duplicate Check review the table and select the case number to view the existing

case or cases. If the existing cases are:

• open and related to your enquiry: select Cancel Enquiry. Log Activity in the

original enquiry case using article Log an activity or internal note and capture in

your note why you’ve closed the enquiry • open and not related to your enquiry: continue creating a new enquiry case.

Select Next to continue • closed and related to your enquiry: continue creating the new enquiry case.

Select Next to continue. Select Follow-up and enter the Parent Case number of

the closed enquiry in the Parent Case field.

For more information about parent and child cases in PACE, go to article Create a link between related cases in PACE.

8. From Enquiry Details, select the date and time the enquiry was received.

9. Select the type of enquiry you’ve received from the Enquiry Type drop-down. To learn

more about the different enquiry types, use article Manage an enquiry – Understand

enquiry type categories - APPENDIX.

10. Select the options that most closely match the enquiry from the Category and Sub

category drop-down lists.

11. Select Next.

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For Internal Use Only 12. At Risk Matrix, select Yes to see a list of risks and select all that apply. Otherwise,

select No if there are no risks.

If you’re prompted to complete the Request Questionnaire, go to article Prepare to

submit a plan change request for more information. At this step, an error in on screen

guidance refers to s47 (change in situation) this should be s47A (plan variation). If

you’re not completing a plan change, complete the Risk Matrix and go to step 12.

13. Select Next.

14. At Notes and Next Steps, follow Next Action recommendations. Next Action

recommendations may include to refer, resolve, or escalate the enquiry.

Note: If you need to escalate the enquiry, create a new case. For further information on

when to escalate an enquiry, use article Escalate or prioritise an enquiry case.

15. Add a description of the enquiry in the Enquiry Notes free text field.

16. Select an Enquiry outcome.

17. Depending on the action you’re taking, you can:

• continue following the steps below to reassign the case to another user or queue • select a closure reason to close the case and go to step 21.

Note: You can also close the enquiry case by selecting Complete on the top right

of the Enquiry case screen. To complete the case, you must finish each step in

the enquiry case flow. • keep the enquiry open and go to step 21.

18. To reassign the case to a user or a queue, select Re-assign this enquiry to another

user.

19. Select a Case Re-assignment Reason.

• Note: If the participant is streamed intensive or super-intensive and not supported

by a partner do not select Referral to Partner. Select the relevant reason from the

options available in the drop down list to assign to the agency.

20. Select User or Queue.

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For Internal Use Only 21. At Case Owner, search for the relevant user or queue.

• If the participant doesn’t have a my NDIS contact, find their local partner queue. • If unsure, search the participant’s postcode using the PACE partner referral

matrix on the Resources for partners intranet page. • Where the result is unclear or gives you multiple local government areas or

queues, use the state and territory booklets on The NDIS in each state (external)

website to find the closest partner organisation.

22. Select Next.

23. Review the enquiry information and select Submit.

Cancel or complete an Enquiry case

You can cancel or close the Enquiry case in the Enquiry Outcome screen. You can also use the Cancel case or Complete Case button in the top right of the Enquiry case.

Cancel an Enquiry case

The Cancel Case button is available when:

• the Enquiry case is in the status New or In Progress.

IMPORTANT: An enquiry case should only be cancelled for a closure reason below. In all

other circumstances the case should be completed.

1. Select the Cancel Case button in the top right hand corner of the Enquiry Case screen.

2. Select a Closure Reason from the following options:

• Cancelled – Duplication • Cancelled – Incorrect categorisation • Cancelled – Internal error • Unable to contact

3. At Closure Comments enter any information as required. This is optional.

4. Select Confirm. A note will state the case has been cancelled successfully.

5. Select Done. The case is now cancelled.

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For Internal Use Only Complete an Enquiry case

Note: You can only use the Complete Case button after you’ve entered the details of the enquiry.

• Select Keep enquiry open – Do not reassign at step 17 above and follow the process from this point to submit the case.

The Complete Case button is available when:

• The Enquiry case is in the status New or In Progress.

1. Open the relevant Enquiry Case. Select the Complete Case button in the top right hand

of the screen.

2. At Closure Reason select one of the following from the drop down list:

• Unable to contact • Completed • Completed – Another Case Commenced.

3. At Closure Comment enter details in the free text field as required. This is optional.

4. Select Confirm.

5. A note will state the case has been completed successfully.

6. Select Done. The case is now closed.

Next Steps

1. To understand next steps for the enquiry type, refer to article Manage an enquiry –

Understand enquiry type categories - APPENDIX.

Article labels – internal use only

PACE user role names

No change

Topics

No change

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Case names

No change

Ownership

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Disclosure Log - FOI 24/25-0883 OFFICIAL

Knowledge Article

For Internal Use Only

Version control

Amended

Version by Brief Description of Change Status 5.0 JS0082 Class 1 Approval pending one APPROVED | 2024-01-19 formatting comment being actioned An enquiry case is not required if there no further follow-up action or review required. 7.0 IIW664 Class 1 Approval APPROVED | 2024-05-20 8.0 JC0088 Class 2 approval APPROVED | 2024-09-06 9.0 CS0074 Class 2 approval APPROVED | 2024-10-28

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