FOI 24/25-1473 DOCUMENT 45

Request further evidence for incomplete access request

SGP KP Publishing

Exported on 2025-04-02 23:03:48

SGP KP Publishing – Request further evidence for incomplete access request

1 Recent updates …………………………………………………………………………………………………….. 4 2 Before you start …………………………………………………………………………………………………….. 5 3 Understand when an access request is incomplete …………………………………………. 6 4 Request further evidence ………………………………………………………………………………………. 7 4.1 Send letter ………………………………………………………………………………………………………….. 7 4.2 Check Correspondence ………………………………………………………………………………………… 7 5 Create a call task …………………………………………………………………………………………………… 8 6 Contact applicant ………………………………………………………………………………………………….. 9 6.1 Before making the call ………………………………………………………………………………………….. 9 6.2 Required contact attempts ……………………………………………………………………… 9 6.3 Make the call ………………………………………………………………………………………………………. 9 7 Record contact attempts ……………………………………………………………………………………. 10 8 Complete the contact applicant task ……………………………………………………………………. 11 9 Next steps …………………………………………………………………………………………………………… 12

Table of Contents – 2

SGP KP Publishing – Request further evidence for incomplete access request

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

understand when an access request is incomplete
request further evidence
create a call task
contact applicant.

Recent updates – 3

SGP KP Publishing – Request further evidence for incomplete access request

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

SGP KP Publishing – Request further evidence for incomplete access request

2 Before you start

You have:

used article Check access request is complete
decided the access request is incomplete
checked the access request doesn’t need to be returned to a planner or NDIS partner to complete.

Before you start – 5

SGP KP Publishing – Request further evidence for incomplete access request

3 Understand when an access request is incomplete

An access request is not complete if there is no evidence of:

consent to apply from the applicant or their authorised representative
age, residence and disability
identity or an internal note confirming why identity documents have not been provided.

For more information, go to article Check access request is complete.

Understand when an access request is incomplete – 6

SGP KP Publishing – Request further evidence for incomplete access request

4 Request further evidence

4.1 Send letter

From the Access Request case, select the Evidence tab.
Select Request Further Evidence.
Select all evidence types that are required:
- Evidence – Identity – Applicant
- Evidence for Authorised representative
- Identity Evidence from a Nominee or Representative
- Evidence for Age
- Evidence for Residency (Permanent Resident or Citizen)
- Evidence for Residency (Permanently living in Australia)
- Evidence to support Disability or Early Intervention
- Evidence to support Developmental Delay.
Select Next.
View Recipient Details, then select Next.
At Do you want to preview the document before sending it?, select Yes.
Complete Select a Recipient for preview to preview the letter.
Select Next.
If correct, select Next. If incorrect, select Previous to update the fields that populate the letter.
Select Submit Correspondence. A letter will automatically be sent to the applicant or their authorised representative to request further information.

Note: if the participant has a statutory guardian and the relationship is established with an organisation account, you’ll need to manually send the auto-created Request for Evidence letter to the statutory guardian. To do this, go to article Send a letter to a statutory guardian or trustee.
Select Next.
Select Done.

4.2 Check Correspondence

From the Person Account, select the Documents tab.
Check for Request for Evidence letter. Category will be Outbound Correspondence. If:
- Yes, go to section Contact applicant
- No, go to next step.
Submit a Report a defect with PACE, my NDIS Provider or Participant Portal, or my NDIS App ticket.
Share the ticket with your team leader and assistant director.
Go to section Create a call task.

Request further evidence – 7

SGP KP Publishing – Request further evidence for incomplete access request

5 Create a call task

From the Access Request case, select the New Task tab in the activity panel.
At Subject, select Call.
At Due Date, select Today.
Select Save.

Create a call task – 8

SGP KP Publishing – Request further evidence for incomplete access request

6 Contact applicant

6.1 Before making the call

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

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.

6.2 Required contact attempts

You must make at least one contact attempt to advise the applicant or authorised representative of the further information request.

6.3 Make the call

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.
Thank the person for the information they have already provided.
Explain that you need more information to complete the applicant’s NDIS application.
Explain what information the person needs to provide.
Explain that information may be returned via email, mail, a local NDIA office, or an NDIS partner.
Advise that information needs to be provided within 90 days or the application will be withdrawn.

Note: if the applicant advises they require more than 90 days to provide the requested information, consider an extension.

Contact applicant – 9

SGP KP Publishing – Request further evidence for incomplete access request

7 Record contact attempts

After attempting to contact the person (successfully or not), you must log an activity to record this.

Use article Log an activity or internal note to record an internal note using one of the following templates:
- Successful contact
  
  NDIS application not complete. Phone call made to <Applicant/Authorised Representative> to ask for further information of <identity/disability/age/residence>. I explained the information needed to complete their NDIS application. I explained how this information can be returned to the NDIA.
- Unsuccessful contact attempt
  
  NDIS application not complete. Phone call attempt made to <Applicant/Authorised Representative> on all available numbers, to request further evidence of <identity/disability/age/residence>. Call not answered.

Record contact attempts – 10

SGP KP Publishing – Request further evidence for incomplete access request

8 Complete the contact applicant task

From the Access Request case, select the Case Activity tab.
Under Open Activities, select the Call task.
Select Edit.
Under Task Information, at Activity Type, select Internal Note.
Under Task Information, at Comments, copy and paste the template (successful contact or unsuccessful contact) from the activity log.
Under Additional Information, at Status, select Completed.
Select Save. This task is now closed.

Complete the contact applicant task – 11

SGP KP Publishing – Request further evidence for incomplete access request

9 Next steps

The applicant has 90 days to provide the requested evidence or the application will be withdrawn.
No further steps are required.

Next steps – 12