FOI 24/25-1473 DOCUMENT 46

Return incomplete Access Request case

SGP KP Publishing

Exported on 2025-04-02 23:09:49

SGP KP Publishing – Return incomplete Access Request case

1 Recent updates …………………………………………………………………………………………………….. 4 2 Before you start …………………………………………………………………………………………………….. 5 3 Check who created the access request ………………………………………………………………….. 6 4 Identify pathway to reassign ………………………………………………………………………………….. 7 5 Log an internal note ………………………………………………………………………………………………. 8 5.1 Consent – no internal note to record who provided consent to apply ………………………….. 8 5.2 Consent – person doesn’t have consent to apply …………………………………………………….. 8 5.3 Identity – not all documents have been provided and/or verified and no internal note to explain why …………………………………………………………………………………………………….. 9 5.4 Identity documents have been verified with DVS without consent ………………………………. 9 5.5 Age and residence – no Centrelink consent or age and residence documents …………… 10 5.6 Age and residence – no Centrelink consent for the child representative or age and residence documents …………………………………………………………………………………………………… 10 5.7 No evidence of disability was provided ……………………………………………………….. 10 5.8 Old version of the evidence of developmental delay form (EODD) used …………….. 11 6 Assign the access request case …………………………………………………………………………… 12 7 Complete the Access Officer Support Webform ……………………………………………………. 13 8 Next steps ………………………………………………………………………………………………….. 14

Table of Contents – 2

SGP KP Publishing – Return incomplete Access Request case

This article provides guidance for access delegates (officer) to:

check who created the access request
identify pathway to reassign
log an internal note
assign the access request case
submit access officer support webform.

Recent updates – 3

SGP KP Publishing – Return incomplete Access Request case

1 Recent updates

3 October 2024

Guidance for an access officer on the process of returning access request cases to my NDIS contact.

Recent updates – 4

SGP KP Publishing – Return incomplete Access Request case

2 Before you start

You have:

used article Check access request is complete and decided the access request is incomplete
checked the access request wasn’t created by the National Contact Centre (NCC).

Before you start – 5

SGP KP Publishing – Return incomplete Access Request case

3 Check who created the access request

If Specialised pathways, including Hospital Interface, Justice, and Motor Neuron Disease (MND) created the access request, there will be an Alert.

Access request cases created by NDIS partners will not have an Alert.

Check for an Alert:

An Alert will be displayed each time you open the record
Alerts can also be found on the right-hand side of the person account.

If there is:

No alert – the access request is created by an NDIS partner.
An alert – the request has been created by specialised pathway staff.

Note: The alert will detail one of the following Specialised pathway staff – Hospital Interface, Justice, or Motor Neuron Disease (MND) planners.

Check who created the access request – 6

SGP KP Publishing – Return incomplete Access Request case

4 Identify pathway to reassign

Return incomplete access request cases to the my NDIS contact or queue that created them:

NDIS Partners to the myNDIS Contact.

If no my NDIS Contact, check who created the access request case. From the Access Request case, select the Activity tab. Scroll to the bottom of the list to find who created the access request case.

Hospital Interface to HIB enquiry routing queue.
Justice to the Justice Liaison Officer (JLO) noted in the alert.

If they are not noted in the Alert, check who created the access request case. From the Access Request case, select the Activity tab. Scroll to the bottom of the list to find who created the access request case.

Identify pathway to reassign – 7

SGP KP Publishing – Return incomplete Access Request case

5 Log an internal note

Record an internal note in the access request using article Log an activity or internal note. Use one or more of the relevant templates below:

Consent – no internal note to record who provided consent to apply
Consent – person doesn’t have consent to apply
Identity – not all documents have been provided and/or verified and no internal note to explain why
Identity – documents have been verified with DVS without consent
Age and residence - no Centrelink consent or age and residence documents
Age and residence - no Centrelink consent for the child representative or age and residence documents
No evidence of disability provided
Old version of the evidence of developmental delay form (EODD) used.

Incomplete access request case.

Access request case assigned to the <My NDIS Contact/HIB Enquiry Routing Queue/Justice Liaison Officer/Core Planning Escalations Queue> for action.

Feedback: It’s unclear who provided consent to apply for the NDIS.

Action required:

Use article Complete form in the access request case to log an internal note to record who provided consent to apply in the access request case.

Then, re-complete the checklist in the original access request case. The access request case will automatically route to the Access Request Routing Queue.

Create a New Task in the access request case with the actions taken and assign it to Laura redacted: [s47F - personal privac](/library/release-materials/759e22e37354-foi-24-25-0593-decision-document/material-001__s47f-personal-privacy/)y (LR0024). Only assign the task after you complete the checklist.

Incomplete access request case.

Access request case assigned to the <My NDIS Contact/HIB Enquiry Routing Queue/Justice Liaison Officer/Core Planning Escalations Queue> for action.

Feedback: There is no evidence that <Person’s name> has authority to apply on behalf of the applicant.

Action Required:

Ask for and record evidence of <Person’s name> authority to act on behalf of the applicant or

Log an internal note – 8

SGP KP Publishing – Return incomplete Access Request case

use article Complete form in the access request case to ask for and record the applicant’s consent to apply in the access request case.

Then, re-complete the checklist in the original access request case. The access request case will automatically route to the Access Request Routing Queue.

Create a New Task in the access request case with the actions taken and assign it to Laura redacted: [s47F - personal privac](/library/release-materials/759e22e37354-foi-24-25-0593-decision-document/material-001__s47f-personal-privacy/)y (LR0024). Only assign the task after you complete the checklist.

5.3 Identity – not all documents have been provided and/or verified and no internal note to explain why

Incomplete access request case.

Access request case assigned to the <My NDIS Contact/HIB Enquiry Routing Queue/Justice Liaison Officer/My NDIS Contact/Core Planning Escalations Queue> for action.

Feedback: Not all identity documents have been provided and there is no internal note to explain a genuine reason why .

We require:

1 x Birth or Arrival Document for <Applicant/Representative Name>
<1/2> x Use in Community Document for <Applicant/Representative Name>

OR

If the person is unable to provide all the identity documents for a genuine reason, record an internal note to explain why.

Action Required:

Support the person to provide the identity documents. If the person is unable to provide identity documents for a genuine reason, record an internal note to explain why.

Then, re-complete the checklist in the original access request case. The access request case will automatically route to the Access Request Routing Queue.

Create a New Task in the access request case with the actions taken and assign it to Laura redacted: s47F - personal privacy (LR0024). Only assign the task after you complete the checklist.

Incomplete access request case.

Access request case assigned to the <My NDIS Contact/HIB Enquiry Routing Queue/Justice Liaison Officer/Core Planning Escalations Queue> for action.

Feedback: Identity documents have been verified for <Person’s name> with the document verification service (DVS) without consent.

Action Required:

Use article Consent to use document verification service to ask for and record DVS consent OR support them to provide identity documents.

Then, re-complete the checklist in the original access request case. The access request case

Log an internal note – 9

SGP KP Publishing – Return incomplete Access Request case

will automatically route to the Access Request Routing Queue.

Create a New Task in the access request case with the actions taken and assign it to Laura redacted: [s47F - personal privac](/library/release-materials/759e22e37354-foi-24-25-0593-decision-document/material-001__s47f-personal-privacy/)y (LR0024). Only assign the task after you complete the checklist.

Incomplete access request case.

Access request case assigned to the <My NDIS Contact/HIB Enquiry Routing Queue/Justice Liaison Officer/Core Planning Escalations Queue> for action.

Feedback: Consent for Centrelink was not provided and there are no age and residence documents.

Action Required:

Ask for and record Centrelink consent OR support the applicant to provide documents to verify their age and residence.

Then, re-complete the checklist in the original access request case. The access request case will automatically route to the Access Request Routing Queue.

Create a New Task in the access request case with the actions taken and assign it to Laura redacted: s47F - personal privacy (LR0024). Only assign the task after you complete the checklist.

Incomplete access request case.

Access request case assigned to the <My NDIS Contact/HIB Enquiry Routing Queue/Justice Liaison Officer/Core Planning Escalations Queue> for action.

Feedback: Consent to use Centrelink information has been provided for the child applicant, however not their child representative, and there are no age and residence documents to verify the child’s age and residence.

Action Required:

Ask for and record Centrelink consent for the child representative OR support them to provide documents to verify the child’s age and residence.

Then, re-complete the checklist in the original access request case. The access request case will automatically route to the Access Request Routing Queue.

Create a New Task in the access request case with the actions taken and assign it to Laura redacted: s47F - personal privacy (LR0024). Only assign the task after you complete the checklist.

5.7 No evidence of disability was provided

Incomplete access request case.

Access request case assigned to the <My NDIS Contact/HIB Enquiry Routing Queue/Justice Liaison Officer/Core Planning Escalations Queue> for action.

Feedback: No evidence of disability was provided.

Log an internal note – 10

SGP KP Publishing – Return incomplete Access Request case

Action Required:

Support the person to provide evidence of disability.

Then, re-complete the checklist in the original access request case. The access request case will automatically route to the Access Request Routing Queue.

Create a New Task in the access request case with the actions taken and assign it to Laura redacted: [s47F - personal privac](/library/release-materials/759e22e37354-foi-24-25-0593-decision-document/material-001__s47f-personal-privacy/)y (LR0024). Only assign the task after you complete the checklist.

5.8 Old version of the evidence of developmental delay form (EODD) used

Access request case assigned to the for action.

Feedback: Old version of the evidence of developmental delay form (EODD) used.

Action Required:

Complete and upload the latest version (version Aug 2024) of the evidence of developmental delay form (EODD).

Then, re-complete the checklist in the original access request case. The access request case will automatically route to the Access Request Routing Queue.

Create a New Task in the access request case with the actions taken and assign it to Laura redacted: [s47F - personal privacy](/library/release-materials/759e22e37354-foi-24-25-0593-decision-document/material-001__s47f-personal-privacy/) (LR0024). Only assign the task after you complete the checklist.

Log an internal note – 11

SGP KP Publishing – Return incomplete Access Request case

6 Assign the access request case

From the Access Request case, select the Change Owner icon next to the current Case Owner.
Select the Users icon (on the left of the search bar) then select Users or Queues.
At the Search Users free text field, search for and select the relevant contact or queue. Refer to section above Identify pathway to reassign.
If assigning the case to a User, select the tick box next to Send notification email.
Select Change Owner.

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SGP KP Publishing – Return incomplete Access Request case

7 Complete the Access Officer Support Webform

Complete the AO Support Webform to notify your team leader.
Submit Quality Feedback (action required) for an NDIS partner or specialised pathway staff.

Complete the Access Officer Support Webform – 13

SGP KP Publishing – Return incomplete Access Request case

8 Next steps

No further action is required. The partner or specialised pathway staff will review your feedback and resubmit the access request case.

Next steps – 14