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Check access request is complete

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FOI 24/25-1473 DOCUMENT 7

Check access request is complete SGP KP Publishing

Exported on 2025-04-02 05:04:33

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SGP KP Publishing – Check access request is complete

Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4 2 Before you start …………………………………………………………………………………………………….. 5 3 Accept an access request case ……………………………………………………………………… 6 4 Complete initial checks ……………………………………………………………………………………. 7 4.1 Check there’s no internal review or ART review in progress ……………………………………… 7 4.1.1 Contact applicant – internal review or new access request ………………………………………………….. 7 4.2 Check if remote, YPIRAC or terminal illness ……………………………………………………………. 7 4.2.1 Update subject to terminal illness ……………………………………………………………………………………. 8 4.2.2 Update prioritisation reason to Motor Neurone Disease ………………………………………………………. 8 4.3 Check for eligibility evidence not linked to the case ………………………………………………….. 8 4.4 Check for Access Integrity Management referral (AIM) tasks …………………………………….. 8 4.5 Check if access request case completed by NCC ……………………………………………………. 9 4.6 Verify consent to apply ……………………………………………………………………………………. 9 4.7 Verify identity ………………………………………………………………………………………………………. 9 4.7.1 Check DVS consent …………………………………………………………………………………………………….. 10 4.7.2 Check documents have Verification Status of Verified DVS …………………………………………. 10 4.7.3 Check non-DVS identity documents ……………………………………………………………………………….. 10 4.7.4 Check if identity is verified ……………………………………………………………………………………. 11 4.8 Verify age and residence …………………………………………………………………………………….. 11 4.9 Check evidence of disability ………………………………………………………………………………… 11 5 Check for a streaming case ……………………………………………………………………… 13 5.1 Create and assign a streaming case …………………………………………………………………….. 13 6 Complete the checklist ……………………………………………………………………………………. 14 6.1 Confirm correspondence …………………………………………………………………………………….. 14 7 Next steps …………………………………………………………………………………………………………… 16

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

  • accept an access request case
  • complete initial checks
  • check for a streaming case
  • complete the checklist.

Note: if you’re not from scheme eligibility, go to article Complete checklist in the access request case.

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1 Recent updates

9 December 2024 Updated to help you understand how and when to manually send system generated letters to statutory guardians if the participant has a statutory guardian.

Recent updates – 4

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2 Before you start

You have read Our Guideline – Applying (external), including section How do we decide if you’re eligible? (external)

Before you start – 5

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3 Accept an access request case

  1. At the Home page, select Omni-Channel at the bottom left of the screen.
  2. A Status message will appear. Select Available from the drop-down list.
  3. Select the tick box next to the access request case. The Access Request case will open.
  4. Set Omni-Channel status to Offline. This will make sure you’re only allocated one case at a time to complete.

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4 Complete initial checks

4.1 Check there’s no internal review or ART review in progress

  1. From the Person Account, select the Cases tab.
  2. Under Open Cases, check if there’s an Internal Review case or Administrative Review Tribunal (ART) review. If:
    • No, go to section Check if remote, YPIRAC or terminal illness in this article
    • Internal Review case, go to next step
    • ART review, complete the AO Support Webform to contact your team leader to decide next steps.
  3. Check if the review is for an access decision or revocation decision. If:
    • access decision, go to section Contact applicant – internal review or new access request in this article
    • revocation decision, go to next step.
  4. Check when revocation decision was made. If:
    • on or after 3 October, go to section Contact applicant – internal review or new access request in this article
    • before 3 October, go to section Check if remote, YPIRAC or terminal illness in this article.

4.1.1 Contact applicant – internal review or new access request

  1. Contact the applicant or their authorised representative to let them know you’ve received their NDIS application. Let them know they can’t apply again as they have an internal review in progress for a previous <access not met / revocation> decision. They can either continue with their internal review and withdraw their NDIS application, or withdraw the internal review and continue with the new access request. Ask them what they want to do.
  2. After contacting the person (successfully or not), log an activity to record this using article Log an activity or internal note.
  3. If they decide to continue with the:
    • Internal review, go to article When to withdraw an access application
    • Access request, go to article IRT – Withdraw an internal review. Then go to section Check if remote, YPIRAC or terminal illness in this article.

4.2 Check if remote, YPIRAC or terminal illness

The access request case must be completed by an access delegate in the Priority Health Access Team or Specialised Access Team if the applicant:

  • lives in a remote or very remote location (MMM6 and MMM7)
  • is a younger person in residential aged care (YPIRAC)
  • is living with a terminal illness
  • is living with Motor Neurone Disease or Kennedy’s Disease.

If you aren’t in these teams, you need to change the case owner of the access request case.

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  1. Check if one of the above situations applies. If the applicant:
    • lives in a remote or redacted: [s47F - personal priva](/library/release-materials/759e22e37354-foi-24-25-0593-decision-document/material-001__s47f-personal-privacy/)cy very remote location (MMM6 and MMM7), change Case Owner to Danika redacted: [s47F - personal privacy](/library/release-materials/759e22e37354-foi-24-25-0593-decision-document/material-001__s47f-personal-privacy/)
    • is a younger redacted: s47F - personal privacy person in residence aged care (YPIRAC), change Case Owner to Sam redacted: s47F - personal privacy
    • is living with a terminal illness (including glioblastoma and metastatic cancer), go to section Update subject to terminal illness in this article
    • is living with Motor Neurone disease or Kennedy’s disease, go to section Update prioritisation reason to Motor Neurone Disease in this article.

4.2.1 Update subject to terminal illness

  1. From the Access Request case, select the Details tab.
  2. Scroll down to System information.
  3. At Subject, select Edit Subject (pencil icon).
  4. Enter Terminal Illness.
  5. Select Save.
  6. Change Case Owner to Access Request Routing Queue.

4.2.2 Update prioritisation reason to Motor Neurone Disease

  1. From the Access Request case, select the Details tab.
  2. Scroll down to Prioritisation.
  3. Select Edit (pencil icon) next to Prioritisation Reason.
  4. At Prioritisation Reason, select Disability.
  5. At Priority Description, select Motor Neurone Disease.
  6. Select Save.
  7. Change Case Owner to Access Request Routing Queue.

4.3 Check for eligibility evidence not linked to the case

  1. Check for eligibility evidence not linked to the access request case that needs to be considered. This includes evidence in SAP CRM, Enquiries inbox and enquiry cases.
  2. Check the Account Timeline for any cases, tasks or log activities relevant to the case. For further guidance, go to article View the Person Account Timeline.
  3. If required, add and link any eligibility evidence to the access request case. Go to article Add and link evidence to a case.

4.4 Check for Access Integrity Management referral (AIM) tasks

If there is an application or evidence document that may not be genuine or real, this is an integrity issue.

  1. From the Person Account, check the Account Timeline for any AIM referral tasks. If:
    • No, go to section Check if access request case completed by NCC in this article.

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  • Yes, open the task and review Comments for instructions under Task Information. Then go to section Check if access request case completed by NCC in this article.

Note: there may also be alerts in the person account relating to integrity concerns.

4.5 Check if access request case completed by NCC

In exceptional circumstances, the National Contact Centre (NCC) will complete the access request case. To learn more, go to Applying for the NDIS Telephone Access Request (TAR) Team Leader KA.

  1. Check if there’s an internal note with the subject NCC TL TAR (National Contact Centre Team Leader Telephone Access Request). If:
    • No, NCC didn’t complete the access request case. Go to section Check access request is complete.
    • Yes, NCC completed the access request case. If the access request is incomplete, don’t refer to the NDIS partner to complete. You’ll need to request the information. To check this, go to section Check access request is complete.

Note: for how to find internal notes, go to article View the Person Account Timeline.

  1. Check if there’s an internal note that records who provided consent to apply. For how to find internal notes, go to article View the Person Account Timeline.
  2. Use article Applicant consent to apply to consider if the person has consent to apply on behalf of the applicant. If:
    • the applicant or their authorised representative provided consent, go to section Verify identity in this article.
    • the person doesn’t have consent or there’s no internal note, go to next step.
  3. Go to sections Verify identity, Verify age and residence and Check evidence of disability in this article to check if anything else is incomplete. Then go to article Return incomplete access request case.

Note: if NCC completed the access request case, don’t return the access request. Go to article Request further evidence for incomplete access request.

4.7 Verify identity

  1. Check the correct identity documents have been provided for the applicant, and their authorised representative (if they have one). Go to article Understand how to verify identity documents. If:

    • all required identity documents are provided, go to step 4.
    • all required documents are not provided, go to next step.

    Note: identity documents with a Verification Status of Verified DVS don’t need to be uploaded. All other documents must be uploaded.

  2. Check if there’s an internal note that explains a genuine reason why identity documents were not provided. If there is:

    • an internal note, contact your team leader to decide next steps

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  • no internal note, go to next step.

  1. Go to sections Verify age and residence and Check evidence of disability in this article to check if anything else is incomplete. Then go to article Return incomplete access request case.

    Note: if NCC completed the access request case, don’t return the access request. Go to article Request further evidence for incomplete access request.

  2. Check if document verification service (DVS) was used to verify any of the documents. Go to article Understand the Document Verification Service for a list of documents that can be verified by DVS. If:

    • Yes, go to section Check DVS consent in this article
    • No, go to section Check non-DVS identity documents in this article.

  1. Check consent is recorded, or other identity documents are provided. Go to article Consent to use document verification service. If:

    • Yes, go to section Check documents have Verification Status of Verified DVS in this article
    • No, go to next step.

  2. Go to sections Verify age and residence and Check evidence of disability in this article to check if anything else is incomplete. Then go to article Return incomplete access request case.

    Note: if NCC completed the access request case, don’t return the access request. Go to article Request further evidence for incomplete access request.

4.7.2 Check documents have Verification Status of Verified DVS

  1. Check all identity documents that can be verified with DVS have a Verification Status of Verified DVS, or other identity documents have been provided. To learn more, go to article Understand the Document Verification Service. If:
    • Yes, go to next step
    • No, try to verify (with consent). Go to section Using the Document Verification Service in article Understand the Document Verification Service. Then go to next step.
  2. Check if there are any non-DVS identity documents. If:
    • Yes, go to section Check non-DVS identity documents in this article
    • No, go to section Check if identity is verified in this article.

4.7.3 Check non-DVS identity documents

  1. Check for any integrity concerns. If yes, go to article Escalate an integrity issue about identity.

    Note: this includes when the document has a Verification Outcome of Pass. The exception is if an AIM Referral Task confirms AIM verified the documents.

  2. Once you have checked the documents, under Verification Type, select Unverifiable Document (eyeball). If there are:

    • no integrity concerns, under Verification Outcome, select Pass. Go to section Check if identity is verified in this article

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  • integrity concerns, under Verification Outcome, select Fail. Contact your team leader to decide next steps. This may include a referral to AIM.

4.7.4 Check if identity is verified

  1. If identity is:

    • verified or there’s an internal note to explain why not, go to section Verify age and residence in this article.
    • not verified and there’s no internal note to explain why, the access request is not complete. Go to next step.

  2. Go to sections Verify age and residence and Check evidence of disability in this article to check if anything else is incomplete. Then go to article Return incomplete access request case.

    Note: if NCC completed the access request case, don’t return the access request. Go to article Request further evidence for incomplete access request.

4.8 Verify age and residence

  1. Go to article Consent to use Centrelink information to check if the person has given consent to check age and residence in Centrelink. For child applicants, we also need consent to check the child representative’s Centrelink. If:

    • Yes, go to article Verify age and residence with Centrelink information. Then go to step 4.
    • No, go to next step.

  2. Check if there are documents to verify age and residence. Go to article Understand age and residence evidence. If:

    • Yes, go to step 4.
    • No, go to next step.

  3. Go to section Check evidence of disability in this article to check if anything else is incomplete. Then go to article Return incomplete access request case.

    Note: if NCC completed the access request case, don’t return the access request. Go to article Request further evidence for incomplete access request.

  4. Check if Account Name, Date of Birth, Address and Residence Information matches Centrelink (with consent) or documents. If age and residence is:

    • Verified, go to section Check evidence of disability in this article
    • Not verified, go to article Request further evidence for incomplete access request.

4.9 Check evidence of disability

  1. Check evidence of disability has been provided. If:
    • Yes, go to next step.
    • No, go to article Return incomplete access request case. Note: if NCC completed the access request case, don’t return the access request. Go to article Request further evidence for incomplete access request.

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  1. Check if child younger than 6 with developmental delay:

    • Yes, go to next step.
    • No, go to section Check for a streaming case in this article.

  2. If an early childhood partner provides an evidence of developmental delay (EODD) form, check either:

    • the correct version (version Aug 24) of the EODD form was used
    • if the old version of the form was used, it was signed before 16 September and uploaded before 14 October.

    If:

    • Yes, go to section Check for a streaming case in this article.
    • No, go to next step.

  3. Check if the child is turning 6 within 90 days. If:

    • Yes, contact your team leader for endorsement to continue. If endorsed, add an internal note with the endorsement details. Then go to section Check for a streaming case in this article
    • No, go article Return incomplete access request case.

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5 Check for a streaming case

  1. From the Person Account screen, select Cases.
  2. Check there’s a Streaming case with Status of Pending Outcome. If:
    • Yes, go to section Complete the checklist in this article
    • No, go to section Create and assign a streaming case in this article.

5.1 Create and assign a streaming case

  1. Use article Complete a streaming case (Streaming and Restreaming) to create a streaming case. You don’t need to complete the case.

  2. Record an internal note using article Log an activity or internal note. Use the following template:

    Access request case completed without a streaming case. Streaming case created and assigned to the <my NDIS contact / Access Request Hold Queue> Action required: Complete the streaming case

  3. Change the Case Owner of the Streaming case. If access request case completed by:

    • NCC, change Case Owner to Access Request Hold Queue
    • anyone else, change Case Owner to the my NDIS contact.

  4. Complete the AO Support Webform to notify your team leader.

  5. Go to section Complete the checklist in this article.

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6 Complete the checklist

  1. From the Access Request case, select the Checklist tab.

  2. At Valid ARF Date, record the date the application was complete.

    An application is complete when an access request case is completed and:

    • has consent to apply from the applicant or their authorised representative
    • age and residence has been verified
    • evidence of disability has been provided
    • identity has been verified or an internal note confirming why identity documents have not been provided
    • the date that this information was received by the NDIA is the valid date.

  3. At Select the legislation version that will be used for the access decision, select the relevant option. If Valid ARF Date is:

    • on or after 3 October, select National Disability Insurance Scheme Amendment (getting the NDIS Back on Track No.1). Note: this is the latest version of the National Disability Insurance Scheme Act 2013 which incorporates amendments as per the National Disability Insurance Scheme Amendment (Getting the NDIS Back on Track No.1) Bill 2024
    • before 3 October, select National Disability Insurance Scheme 2013. Note: you need to select the legislation version the access delegate needs to use to make an access decision. The pre-legislation changes version of the legislation needs to be used if the access request was made before 3 October 2024.

  4. Check if there needs to be a priority decision. Go to section When do we make priority eligibility decisions (external) in Our Guideline – Applying to the NDIS (external) to decide.

  5. At Is this a Priority Access Application, select Yes or No. If:

    • No, go to step 9
    • Yes, continue to next step.

  6. At Priority Category, select the relevant category.

  7. At Priority Description, select the relevant priority description.

  8. At Priority Justification, copy and paste the reason from section When do we make priority eligibility decisions (external) in Our Guideline – Applying to the NDIS (external).

  9. Complete the following tick boxes if evidence has been verified:

    • Have you verified the applicant’s POI?
    • Have you verified the applicant’s Age Evidence?
    • Have you verified the applicant’s Residency Evidence?
    • Have you verified the applicant’s Disability Evidence?

  10. Select Submit.

6.1 Confirm correspondence

An application ready to be assessed letter confirming the access application has been submitted for a decision will automatically be created when the checklist is completed.

  1. At ARF Correspondence, fields will be prefilled with the valid ARF date, NDIS number and NDIA staff member first and last name initial. Select Next.

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  1. At Do you want to preview the document before sending it?, select Yes.
  2. Complete Select a Recipient for preview to preview the letter.
  3. Select Next.
  4. If correct, select Next. If incorrect, select Previous to update the fields that populate the letter.
  5. Select Submit Correspondence.
  6. Select Next.
  7. A Confirmation will display that the checklist has been completed. Select Done.
  8. The Access Request case status will move to Pending Outcome. The Case Owner will change to Access Request Hold Queue.

Note: if the participant has a statutory guardian and the relationship is established with the organisation account, you’ll need to manually send the auto-created application ready to be assessed letter to the statutory guardian. To do this, go to article Send a letter to a statutory guardian or trustee.

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7 Next steps

  1. Don’t close the access request case. The case must remain open until an access decision is made when it will close automatically.
  2. Once the checklist has been completed, an Access Decision case is automatically created.
  3. An access delegate will use article Complete pre-assessment for an access decision.

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