FOI 24/25-1473 DOCUMENT 36

Contact to advise outcome of access decision

SGP KP Publishing

Exported on 2025-04-02 05:45:19

Page 378 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

1 Recent updates …………………………………………………………………………………………………….. 4 2 Before you start …………………………………………………………………………………………………….. 5 3 Open the contact applicant task …………………………………………………………………………….. 6 3.1 Open the task ……………………………………………………………………………………………………… 6 4 Review access decision details ……………………………………………………………………………… 7 5 Contact applicant ………………………………………………………………………………………………….. 8 5.1 Before making the call ……………………………………………………………………………………. 8 5.2 Required contact attempts …………………………………………………………………………………….. 8 5.3 Make the call ………………………………………………………………………………………………………. 8 5.3.1 Application outcome – access met ……………………………………………………………………………… 8 5.3.2 Application outcome – access not met ……………………………………………………………………………… 8 6 Record contact attempts ……………………………………………………………………………………… 10 6.1 Access met ………………………………………………………………………………………………….. 10 6.1.1 Unsuccessful contact attempt ………………………………………………………………………………… 10 6.1.2 Successful contact attempt ……………………………………………………………………………………. 10 6.2 Access not met ………………………………………………………………………………………………….. 10 6.2.1 Unsuccessful contact attempt ………………………………………………………………………………… 10 6.2.2 Successful contact attempt ……………………………………………………………………………………. 10 7 Complete the contact applicant task ……………………………………………………………………. 12 8 Next steps …………………………………………………………………………………………………………… 13

Table of Contents – 2

Page 379 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

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

open the contact applicant task
review access decision details
contact applicant
record contact attempts
complete the contact applicant task.

Recent updates – 3

Page 380 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

1 Recent updates

3 October 2024

Updated guidance to reflect legislation changes from 3 October 2024
Change title from Contact to advise outcome
If eligible, update to notify the person if they met the requirements for disability, early intervention, or both
Additional steps for how to complete the contact applicant task.

Recent updates – 4

Page 381 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

2 Before you start

You have read and understood:

Our Guideline – Applying to the NDIS (external), including sections: What happens after we decide? What happens if you’re eligible? What happens if you’re not eligible?
guide Conversation style guide.

Before you start – 5

Page 382 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

3 Open the contact applicant task

After we make the access decision, a task is automatically created to notify the applicant or their authorised representative.

If you made the access decision, you’ll usually complete this task too.

If you didn’t make the decision and you are responsible for completing the task, you’ll need to reassign the task to yourself.

3.1 Open the task

From the Person Account, select the Cases tab.
Select the Cases sub-tab and select the down-arrow next to All Cases.
Select the relevant Access Decision case.
Select the Case Activity tab.
Under Open Activities, select the Contact Applicant or Nominee regarding Access Decision task.
Select the Details tab.
Under Task Information, at Activity Type, select Internal Note from the drop down options.
Under Additional Information, at Assigned to, enter your name/login ID (if not already assigned to you).
Select Save.
Go to section Review access decision details.

Open the contact applicant task – 6

Page 383 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

4 Review access decision details

From Person Account, select Decisions tab.
Select the latest Access Decision on the list.
At Decision Point, check the application outcome: Access Met or Access Not Met.
At Sub-Decisions section, check the reasons for the decision.

Review access decision details – 7

Page 384 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

5 Contact applicant

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

5.1 Before making the call

Check the person’s preferred contact method. Go to article Check a person’s preferred contact method.
Send an SMS to let the person know you’re going to call them from a private number. Use template We are going to call you in article Send an SMS in PACE.
When making the call, follow the guidelines in the NDIS Conversation style guide.

5.2 Required contact attempts

You must attempt to contact the applicant or their authorised representative to advise them of the decision. The number of attempts needed depends on the decision we made. If:

access met, you must make at least 1 attempt to contact them.
access not met, you must make at least 3 attempts to contact them (over 2 days and at different times of day).

5.3 Make the call

5.3.1 Application outcome – access met

Introduce yourself and confirm if this is a suitable time for the call.
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.
Inform the person their NDIS application was successful, and they are now a participant of the scheme. Advise the person if they met the requirements for disability, early intervention, or both.
Inform them that a member of the NDIS team will call them soon to take them through the next steps. This will include developing their plan and arranging their supports.
Let them know they’ll also receive a letter or email explaining this information, and describing what happens next.
Respond to any questions or concerns they might have.
For more information, refer to section What happens if you’re eligible? in Our Guideline – Applying to the NDIS (external). You can also refer the participant to this information.

5.3.2 Application outcome – access not met

Introduce yourself and confirm if this is a suitable time for the call.
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.
Inform the person their NDIS application was not successful.

Contact applicant – 8

Page 385 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

Explain the reasons their application was not approved.
If you need further support to explain the decision to the person, ask your Team Leader.
Give information about their review rights.
Make sure the person knows how to contact their local area coordinator or early childhood partner.
Explain that their local area coordinator or early childhood partner can offer more information. They can also help with accessing mainstream and community supports.
Let them know they’ll also receive a letter explaining this information, including contact details for their local area coordinator or early childhood partner.
Remind them that they can reapply at any time if their situation changes.
Respond to any questions or concerns they might have.
For more information, refer to section What happens if you’re not eligible? in Our Guideline – Applying to the NDIS (external). You can also refer them to this information.

Contact applicant – 9

Page 386 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

6 Record contact attempts

After attempting to contact the person (successfully or not), you must log an activity to record this. Go to article Log an activity or internal note. Record the note in the Activity Log using the relevant template:

6.1 Access met

6.1.1 Unsuccessful contact attempt

Phone call made to <Applicant/Authorised Representative> on all available numbers to advise the outcome of their NDIS application.

Call not answered.

6.1.2 Successful contact attempt

Phone call made to <Applicant/Authorised Representative> on all available numbers to advise the outcome of their NDIS application.

I confirmed they are eligible for the NDIS and that they meet requirements for <disability / early intervention / both disability and early intervention>

I explained the next steps.

6.2 Access not met

6.2.1 Unsuccessful contact attempt

<First/second/third> phone call attempt made to <Applicant/Authorised Representative> on all available numbers to explain the reasons for the access not met decision.

Call not answered.

6.2.2 Successful contact attempt

Phone call made to <Applicant/Authorised Representative> to explain the reasons for the access not met decision.

I explained the requirement they did not meet with reference to their relevant supporting information.

I provided information about their review rights.

I provided the <Applicant/Authorised Representative> the details of their <local area coordinator/early childhood partner>.

I explained their <local area coordinator/early childhood partner> can help with accessing information and talking about access to mainstream and community supports.

Record contact attempts – 10

Page 387 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

Record contact attempts – 11

Page 388 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

7 Complete the contact applicant task

From the Person Account, select the Cases tab.
Select the Cases sub-tab and select the down-arrow next to All Cases.
Select the relevant Access Decision case.
Select the Case Activity tab.
Under Open Activities, select the Contact Applicant or Nominee regarding Access Decision task.
Select the Details tab.
Under Task Information, at Activity Type, select Internal Note from the drop down options.
Under Task Information, at Comments, select the edit icon. If all call attempts are unsuccessful Copy and paste template below into Comments: <1/3> phone call attempts made to <Applicant/Authorised Representative> on all available numbers to explain the reasons for the access not met decision. Calls not answered. If you successfully contacted the person Copy and paste the Successful contact attempt template from the Activity Log.
Under Additional Information, at Assigned to, enter your name/login ID (if not already assigned to you).
Under Additional Information, at Status, select Completed.
Select Save. This task is now closed.

Complete the contact applicant task – 12

Page 389 of 729

FOI 24/25-1473

SGP KP Publishing – Contact to advise outcome of access decision

8 Next steps

For an access met decision, a plan approval case will automatically route to the relevant queue for a planner to develop their first participant NDIS plan.
Once you contacted the person of their outcome, no further action is needed.

Next steps – 13

Page 390 of 729