DOCUMENT 15

Email Process Knowledge Article

Apr 24, 2025 00:55

Purpose

This knowledge article supports NCC Service Officers and Team Leaders manage emails from Enquiry inbox.

This article helps you to:

• understand the email enquiry workflow
• use the PACE functions to action emails
• understand PACE queues.

Triage emails from providers in cyclone affected areas

The Agency is sending an email to all providers in cyclone impacted areas asking them to advise the NDIA if they have capacity to deliver Short Term Accommodation (STA) to NDIS participants who due to cyclone damage or flooding need to seek alternative accommodation.

Providers will be asked to advise the NDIA of their capacity to provide STA by emailing redacted: s47E(d) - certain operations of agencies @ndis.gov.au.

What this means for you:

If you triage an email in the redacted: s47E(d) - certain operations of agencies @ndis.gov.au inbox responding to this, please forward to redacted: s47E(d) - certain operations of agencies @ndis.gov.au.

Outbound Call Guidelines

When handling email enquiries:

• Make one outbound call attempt to the enquirer within acceptable times (8:00am - 8:00pm for participants; 9:00am - 5:00pm for providers).
• If it’s outside these times, reassign the enquiry to the Call Back queue.

Note: You can call WA, SA, NT, and QLD (during summer) after 8:00pm Eastern Time.

Recent updates

Procedure

Email enquiry workflow

Accept email through Omni-Channel

• Select Omni-Channel (Offline) located at the bottom left of the page.
• Select the drop-down arrow to the right of the Offline status.
• Select Available to go online.

[Image not converted to Markdown – “Omni-channel showing available” – check the source PDF page for the actual content] Figure 2 Omni-channel showing available.

• Cases will be assigned when the NCC Service Officer status is in Available.
• Select the tick box to accept an email case.
• The case will open, and the details of the email will display.

[Image not converted to Markdown – “The Omni channel displaying the tick boxes for email selection” – check the source PDF page for the actual content] Figure 3 The Omni channel displaying the tick boxes for email selection

• Once accepted, the email will be available in the My work tab.

[Image not converted to Markdown – “My work locations within the Omni Channel” – check the source PDF page for the actual content] Figure 4 My work locations within the Omni Channel

Check open cases

You need to check for open cases in the Cases tab before and after shifts. This avoids process delays and ensures prompt responses to the email enquiries.

To check cases:

• Navigate to the drop down on the home screen.
• Select Cases

[Image not converted to Markdown – “Drop down and cases tab circled” – check the source PDF page for the actual content] Figure 5 Drop down and cases tab circled.

• Select Recently Viewed. This will bring up the filtering drop-down option with all the case queues.
• Select My Open Cases.

[Image not converted to Markdown – “My Open Cases” – check the source PDF page for the actual content] Figure 6 My Open Cases

• Check the case status.
• Select the relevant Case Number to open the listed new cases and action accordingly.
• Action any open enquiry cases first.

Manually link or unlink email case

PACE automatically links email cases to the relevant person account using the information in the email. If a case has not been linked, you will need to manually link it by identifying the sender type and the number of participants involved.

Deciding which record to link an email case

An email is considered to relate to multiple participants if the subject line and contents has different participant details.

Use the table below to determine which PACE record to link the email case to:

To link email case to a person account

• Search for the person account using the:
  • Name (person or provider).
  • NDIS number.
  • Sender’s email address.
• If the name or email address matches, check the other VOI information such as NDIS number, mobile number and date of birth.
• Navigate to the email case received.
• Select the Account Name field.
• Search for the person account.
• Before selecting a result:
  • Check the NDIS number matches the account you are looking for.
  • The NDIS number will display underneath each search result, as shown below.

[Image not converted to Markdown – “Account name field” – check the source PDF page for the actual content] Figure 7 Account name field

• When the email contains information about one participant and the NDIS number matches the name
• Select Save.

[Image not converted to Markdown – “Save button circled” – check the source PDF page for the actual content] Figure 8 Save button circled.

• The email case will now be linked to the PACE record.

To unlink an email case from a person account

If an email is linked to incorrect person account, follow these steps to unlink the email case:

• Go to the Details tab in the email case.
• Locate Contact Name and Account Name.
• Click the X to remove the existing person name from this section.
• Select Save to unlink the email case from the person account.

[Image not converted to Markdown – “Details tab in an email case in person account in pace” – check the source PDF page for the actual content] Figure 9 details tab in a email case in person account in pace

If an email has been linked to the wrong account, NCC can unlink it if the email case isn’t in the Completed status.

However, if the email is already in Completed status, a privacy incident must be lodged.

• Report the error via Privacy service desk. Follow the guidance in Submit a request to the privacy team.

Action email cases with multiple participant details

When you receive an email case that include information about multiple participants, such as when a support coordinator sends details for several individuals they are helping.

• Edit and split any documents containing details of multiple participants to make sure privacy requirements are met. This prevents any participant’s details from being incorrectly saved to another person’s record.
• If the document format does not allow for editing or separation to maintain privacy, contact the sender to request separate documents for each

participant. For further guidance, refer to the Privacy Phone Enquiry Knowledge Article and Outbound Call Script Guidance KA.

Reminder Do not edit or split any legal documents received in the attachments. Additionally, you cannot request the sender to split them either.

Edit and split any documents

Microsoft Word format

When you receive an email case with Microsoft Word documents attached contains multiple participant information, you’ll need to edit and remove the other participants details from the attached document and the original email.

Follow the steps below:

• Link the original email to the sender account in PACE, if from a provider or support coordinator. Refer to Which record to link an email case in this KA for guidance.

Remove the other participants information:

• Save a copy of the attachments locally on the desktop.
• Rename the copy of the attachments using the NDIA Document Naming Conventions Guide.
• Edit the attachments to remove the other participants details, such as the participant’s name and NDIS number.
  • Use tools such as Ctrl + F and Find and Replace to search the document for the participants details.
  • Highlight information about other participants in each document.
• Replace the other participant details with the symbol X.
  • For example, if the name John Doe was removed from John Blacks record, it would look like: The report relates to John Black and XXXX XXX.
• Check the changes made. To comply with privacy requirements, it’s necessary that the only personal information contained in the document is the participants.

• Save and close the document.

Save and action the edited document and email:

• Navigate to the appropriate person account in PACE.
• Create a new case.
• Attach the edited documents to the case.
  • If the documents are saved to the incorrect account, refer to Move a document in PACE in this KA.
• Copy and paste the email content into the enquiry note. Remove any other participant information from the email content.
• Action the case as required. For example, reassign or forward the case to the correct business area and leave an enquiry note. Refer to the NCC PACE Enquiry Categorisation Guide.
• Repeat process for next participants’ record.

Once completed:

• Delete all locally saved copies documents. Refer to Delete the saved documents in this KA for guidance.
• Leave an enquiry note or activity log in the provider or support coordinator account listing the actions taken. Refer to Enquiry Cases and Log Activity in PACE KA
• Respond to the original email enquiry using template Documents uploaded in PACE advising the sender of the action taken.

PDF format - multiple participants on different pages

When you receive an email case with attached PDF documents containing information about multiple participants on different pages, you’ll need to split the PDF to save each participant’s information separately.

Additionally, a copy of the original email should be edited and saved to remove the other participants information.

Follow the steps below:

Remove the other participants information:

• Save a copy of the attachments locally on the desktop.
• Rename the copy of the attachments using the NDIA Document Naming Conventions Guide.
• To separate the PDF pages,
  • Select the printer icon.
  • Select print to Microsoft Print to PDF as the printer.
  • Select Pages for each participant – insert page numbers required.
  • Select Print and save the PDF document.
• Check the changes made. To comply with privacy requirements, it’s necessary that only the participants personal information is recorded in their person account in PACE.

Save and action the edited document and email:

• Navigate to the appropriate person account in PACE.
• Create a new case. Refer to the NCC PACE Enquiry Categorisation Guide.
• Attach the edited documents to the case.
  • If the documents are saved to the incorrect account, refer to Move a document in PACE in this KA.
• Copy and paste the email content into the enquiry note. Remove any other participant information from the email content.
• Action the case as required. For example, reassign or forward the case to the correct business area and leave an enquiry note.
• Repeat process for next participants’ record.

Once completed:

• Delete all locally saved copies documents.
• Leave an enquiry note or activity log in the provider or support coordinator account listing the actions taken. Refer to Enquiry Cases and Log Activity in PACE KA
• Respond to the original email enquiry using template Documents uploaded in PACE advising the sender of the action taken.

PDF format - multiple participants mentioned on one page

When you receive an email case with an attachment containing information about multiple participants on one or more pages, and:

• The document format does not allow for the information to be edited, or
• The volume of information about the other participants that needs to be removed makes the document difficult to understand,

You will need to contact the sender to request separate documents.

Follow the steps below:

• Make an outbound call to the sender requesting the document be divided. Refer to Outbound Call Script Guidance KA.
• Respond to the sender email and request that the document be divided. Refer to the Email Process Knowledge Article for further guidance.
• Complete the email case.

Example email response

Good Morning / Afternoon (insert name),

Thank you for contacting the National Disability Insurance Agency (NDIA).

We have received your (insert document type) documents.

We are unable to accept these documents due to our Privacy Policy, as these documents contain multiple participant information within one page.

So that we can complete your request, please:

• divide the documents to reference only to individual participants. This includes the participant numbers, names and other personal details.
• return the documents to us by email to enquiries@ndis.gov.au.

You can find more information about how we handle privacy on the NDIS website at www.ndis.gov.au.

If our offices are closed and you require crisis support, you should contact your local GP, hospital, or mental health crisis team.

Alternatively, you can contact Lifeline on 13 11 14.

Kind regards,

[SO first name]

Service Officer — National Contact Centre

Upload documents

NOTE All documents must be uploaded to a case in a person account.

Do not use the Documents tab on the PACE Home Screen of a Person Account for uploading documents.

• If there is an open related case, upload the documents there and log the activity. Refer to How to Upload and Link Documents to Cases in PACE Knowledge Article.
• If no related case exists, create an enquiry case, then close or assign it as needed. Refer to Enquiry Cases and Log Activity in PACE KA.

Make sure you upload or link all participant documents to the correct participant account.

If documents were initially linked to a provider or authorised representative’s account, or if they needed to be split, you’ll need to manually upload them to the correct person accounts.

Follow the guidance in the ‘How to upload a document to a case’ or ‘How to link document to a case’ guidance in the How to Upload and Link Documents to Cases in PACE Knowledge Article.

VOI is not required from the sender to attach documents to the email case.

Delete the saved documents

Once the document has been viewed or added to the person account successfully, all copies of the document is required to be deleted immediately afterwards.

Delete any copies you have saved to your device, for example, copies saved to your desktop or documents folder, browser history downloads, recycle bin.

Delete browser download history

NOTE: The following steps are for Microsoft Edge.

• Select the Downloads (downward arrow) icon in the browser.
• Select the More options icon (3 dots).
• Select Clear all download history.
• Select Remove all.

[Image not converted to Markdown – “Clear all download history screen” – check the source PDF page for the actual content] Figure 10 Clear all download history screen

Delete items in downloads folder

• Select Downloads.

• Select the tick box next to Name, located in the top left corner of the folder.
• Press the Delete key on your keyboard.

Delete items in recycle bin folder

• Navigate to Recycle bin.
• The recycle bin folder will display.
• Select the tick box next to Name, located in the top left corner of the folder.
• Press the Delete key on your keyboard.
• The Delete items screen will display.
• Select Yes.

[Image not converted to Markdown – “Recycle bin folder with the delete multiple items screen” – check the source PDF page for the actual content] Figure 11 Recycle bin folder with the delete multiple items screen

Reply from enquiry case

Sometimes you will need to create a new case to send an email. This might happen when you are unable to reply from the original email case or a new email chain is needed.

A new enquiry case can be created by refer to Enquiry Cases and Log Activity in PACE KA.

• Navigate to the Activity tab within the enquiry case, located on the bottom right corner.
• Select the Email tab.
  • In the From drop down select the enquiries@ndis.gov.au email address only.
  • In the To field add who the email is addressed to. This should be the individual linked to the case.
  • In the Sensitivity label category select OFFICIAL.

[Image not converted to Markdown – “location of activity window within the enquiry case” – check the source PDF page for the actual content] Figure 12 location of activity window within the enquiry case

You must:

• Make sure that the email From section is always set to enquiries@ndis.gov.au. Under no circumstances should you use any other email address.
• Remove their own personal work email from BCC field and make sure no information is added to the BCC field.
• Remove email addresses directed to the Minister, CEO or any other NDIA business area before responding to an email.

• If there are internal emails or communication between NCC Service Officers, Agency staff or partners, you must delete this correspondence this before sending externally.

Add the email template

• Select the icon that mentions Insert, create or update template to view/add the existing email templated in PACE.

[Image not converted to Markdown – “insert create or update template icon” – check the source PDF page for the actual content] Figure 13 insert create or update template icon

• Locate the relevant template and upload it as a reply to the email.
• Selecting the template will populate the subject line as well.
• Edit the relevant fields in the email body. There are a variety of buttons under the email body text field that provide additional email functions, such as:
  • Attach file

• Insert merge field

• Preview email

• Discard draft.

• Review the final details using the eye icon.

• Select the Send button to send the email.

• Process is now complete.

Process urgent email

NCC email inbox

When an NCC Team Leader has allocated you an urgent email case, you must:

• read the email carefully and identify what actions are required.
• follow the guidance and action the email as a priority.
• once actioned, reply back to the original email from the Team Leader with the summary of actions taken.

Examples of responses when replying to the Team Leader:

• Participant has been contacted and email forwarded to the relevant department.
• Documents uploaded as requested, email replied to the sender as actioned.

NCC webchat or telephone

When we are notified about an email sent to the enquiries@ndis.gov.au and there is a request for the email to be actioned urgently, you will need to send an urgent email request to your Team Leader.

Team Leaders will cascade requests and allocate to email processing agents to be actioned as a priority.

You must:

• ask the enquirer for details of the urgency.

• locate the email in PACE, refer to ‘How to search for an Email in PACE’ section in the NCC PACE SYSTEM GUIDANCE.
• email your team leader using the template below.
• add to the enquiry note that the NCC Team Leader has been notified using the urgent email request.

For NCC Team Leaders

You are responsible for escalating and actioning the Urgent Priority Email.

It is important to:

• check the NCC Service Officer has filled in the information in the table given above.
• reply all to confirm action taken and avoid duplication by another Team Leader.

You will then need to forward the email or assign to an Email Processing NCC Service Officer to action the email case.

• The email subject is to include Urgent Priority Email.
• The nominated NCC Service Officer will need to be notified in person or via Teams to make sure it is completed as a priority.
• When the priority email is actioned, the NCC Service Officer must email the Team Leader. The email needs to include all actions taken to complete the Priority Email request.

Email enquiry with missing information or external links

Make an outbound call

Time zones NCC Service Officers are expected to make one outbound call attempt to the enquirer unless it is outside of acceptable call time in the enquirer’s time zone (8:00am - 8:00pm for participants; 9:00am - 5:00pm for providers). For any enquiries (cases) that need an outbound call but it is outside the specified time zones, reassign to the Call Back queue. NOTE: This means outbound calls to WA, SA, NT and QLD (summer) can be made after 8:00pm Eastern Time.

You need to read and investigate the email carefully to identify whether there is sufficient information provided.

An outbound call is required if there is:

• incorrect/missing/insufficient information in the email, for example incorrect name or NDIS number.
• emails where disclosing information is required and needs to be actioned via phone only.
• a link to a document provided, instead of attaching the document directly to the email.

You are required to make one outbound call to the sender or authorised representative. A step-by-step outbound call process can be found in the Outbound Call Script Guidance KA.

External links provided in email

If you receive an email with a link to download a document from an external source:

• do not click the link.
• if possible, call the sender and request that they resend the documents as email attachments.
• use the template Documentation Required email template to send an email response and request the document is sent as an attachment to the email, not as a link.

Documentation Required email template

Documentation Required

Good Morning / Afternoon (participant/authorised representative name),

Thank you for contacting the National Disability Insurance Agency (NDIA).

You contacted the NDIS National Contact Centre on the (insert date) to send a copy of the document (insert document name) which you provided as a link.

We are unable to action your request as we can’t accept links to external sites or sources.

Please attach the document (insert document name) to your email and resend to enquiries@ndis.gov.au so we can assist with your enquiry.

Once we have received this information, your enquiry will be forwarded to the relevant team and actioned accordingly.

Kind Regards

[SO first name]

Service Officer — National Contact Centre

Delivered by the National Disability Insurance Agency

[Image not converted to Markdown – “NDIS logo” – check the source PDF page for the actual content] Figure 14 NDIS logo

National Disability Insurance Agency

Unsuccessful call attempts

When unable to make successful contact, NCC Service Officers are to:

• add a detailed enquiry note. It must include the information that needs to be passed on to the person and call attempt details.
• if applicable, link the email case to the correct participant account.
• send the unable to contact/insufficient information email and close the case.

Email blocked by Services Australia

The NCC may receive emails where content cannot be accessed or is blocked by Services Australia. This generally happens with an attachment that cannot be opened or is not seen appropriate due to the Services Australia Policy.

The email will typically be sent from redacted: s47E(d) - certain operations of agencies @humanservices.gov.au with one of the following notifications:

• An email message, where you are the recipient, has been stopped at Services Australia e-mail gateway because the message contains a suspicious attachment type which has been used to deliver malware and other malicious content that poses a risk to the department.
• An email message, where you are the recipient, has been stopped at the external e-mail gateway because the message is encrypted and comes from an external email address. This message may not be appropriate in accordance with the Agency’s policy on “Use of Electronic Facilities”.

Enquiry Description

Description: An email message, where you are the recipient, has been stopped at Services Australia e-mail gateway because the message contains a suspicious attachment type which has been used to deliver malware and other malicious content that poses a risk to the department.

Sender: Recipient: NDIS Enquiries enquiries@ndis.gov.au Subject:

Procedure to Release Item:

If this is a work related item, please forward this message to the (redacted: s47E(d) - certain operations of agencies @servicesaustralia.gov.au) positional mailbox. This mailbox is monitored and your message will be scanned and if safe will be released. Please note that under some circumstances we may need to redacted: s47E(d) - certain operations of agencies your message for security or content verification purposes. Forwarding on this message acknowledges your consent to have the message viewed.

Please provide the following details for releasing this item…

Logon ID: Phone Number:

DO NOT REPLY. THIS MAILBOX IS NOT MONITORED.

Request Release of a blocked Email:

If you receive an email that has been marked as any of the following, quarantined, encrypted or otherwise flagged. Please follow the below instructions to request release of the email:

• Navigate to the Details tab of the Enquiry.
• Identify the Enquiry Description and Web Email to check the blocked email notification and sender details.

• Forward the blocked email from Enquiries to redacted: s47E(d) - certain operations of agencies @servicesaustralia.gov.au.
  • CC redacted: s47E(d) - certain operations of agencies @ndis.gov.au.
  • Use the Email Content Blocked by Services Australia template below.

Email Content Blocked by Services Australia

Good Morning/ Good Afternoon TSS Mail and Notes Team,

We have received documents from xxxxx, the contents are currently blocked. Please find below information and release the contents of the email.

• NDIA National Contact Centre CSO/ Team leader Logon ID:
• Phone Number: N/A
• Received Date: enter date the email was received
• Sender: enter sender’s email address, as in the body of the email received from redacted: s47E(d) - certain operations of agencies @humanservices.gov.au
• Subject: as mentioned in the body of the email

If you have any other concerns, please email redacted: s47E(d) - certain operations of agencies @ndis.gov.au Kind Regards [SO first name] Service Officer — National Contact Centre Delivered by the National Disability Insurance Agency

[Image not converted to Markdown – “NDIS logo” – check the source PDF page for the actual content] Figure 15 NDIS logo

National Disability Insurance Agency

Replies from Mail Releases

• The mailbox redacted: s47E(d) - certain operations of agencies @servicesaustralia.gov.au is monitored by the TSS Mail and Notes team. They will review and release the email if the content is work-related or deemed appropriate.
• When a reply is received from the TSS Mail and Notes team:
  • where the contents of the email have been released, treat the issue as resolved.
  • where the email has been quarantined for more than 28 days and therefore deleted, contact the sender to resend the email.

• where the email was quarantined because it contains a password encrypted attachment, please refer to the below email template.
• Any further correspondence will be considered a new enquiry.

Good [ morning/afternoon ]

Thank you for contacting the National Disability Insurance Agency (NDIA).

The NDIA received a password protected email through the enquiries@ndis.gov.au inbox which could not be opened.

Please resend an unprotected version of this email so we can assist with your enquiry.

Once we have received this information, your enquiry will be forwarded to the relevant team to contact you using your preferred contact method.

Please note that ALL email replies are to be sent to enquiries@ndis.gov.au

Kind Regards

[SO first name]

Service Officer — National Contact Centre

Delivered by the National Disability Insurance Agency

[Image not converted to Markdown – “NDIS logo” – check the source PDF page for the actual content] Figure 16 NDIS logo

National Disability Insurance Agency

Close an email case

At certain stages of the enquiry case it can be cancelled or closed.

A case may need to be cancelled when:

• there is an administration error.
• the participant or applicant has passed away.
• duplication.

A case may need to be completed when:

• unable to contact.
• no further action is required.
• another case has been created to complete actions required.

The status of the case can only be changed if it is assigned to you. If the case is assigned to another user or a queue, it must not be cancelled, withdrawn or completed.

Cancel or close the enquiry case

The Cancel button is available when the case is in the status of:

• New
• In Progress

The Complete button is available when the case is in the status of:

• In Progress.

The Complete Case and Cancel Case buttons that are located at the top right corner of the case.

[Image not converted to Markdown – “Completed case and cancel case buttons” – check the source PDF page for the actual content] Figure 17 Completed case and cancel case buttons

• Complete the Enquiry Outcome section.

[Image not converted to Markdown – “Enquiry outcome options” – check the source PDF page for the actual content] Figure 18 Enquiry outcome options

The Close Enquiry (Completed or Cancelled) has been split into two radio buttons:

• Close Enquiry (Completed)
• Close Enquiry (Cancelled)

There are different options available from the drop-down for each of these statuses. Select the most appropriate one.

[Image not converted to Markdown – “Closure comments notes box” – check the source PDF page for the actual content] Figure 19 Closure comments notes box

• Complete the Review and Submit section of the enquiry flow.
• Select Submit.
• The enquiry case has successfully closed.
• The Closure Comments text box has been added for additional comments.

[Image not converted to Markdown – “Additional notes window” – check the source PDF page for the actual content] Figure 20 Additional notes window

Note: When a parent case is closed or cancelled, the linked plan change case child case will automatically be closed and the status updated to Complete. This is to reduce the number of enquiry cases accidentally left open.

Reassign Email Case

When an email is received from Government appointed advocates (Office of Public Advocates), Government appointed guardians or State trustees.

NCC Service Officers are to manage and resolve any general enquiries. For any queries that are specific to the advocate process reassign to the NCC Gov’t Advocate, Guardian or Trustee queue.

When an NCC Service Officer has identified an assigned case that cannot be resolved by themselves for a certain reason, it will need to be reassigned.

NOTE: NCC Service Officers are not to complete the enquiry flow before reassigning a case back to the relevant queue.

Examples of enquiries that can be managed by an NCC SO and those that should be assigned to the NCC Government Advocate queue:

A case can be reassigned for the following reasons

For more information about the queues, please refer to the Email Queues in PACE Operational Guide and Enquiry Queues in PACE for Team Leaders.

Reassign to Queue or Team Leader

NCC Service Officers can manually update a case owner:

• while actioning an email or case for a participant during a call. The NCC Service Officer can update the case owner to assign it to themselves.

• when a NCC Service Officer identifies that a case has been incorrectly routed and is required to update the referral to the correct queue. Team Leader approval is required to update the case owner under any other circumstances.

• Open the case.

• Navigate to Case Reassignment Reason at the bottom of the page.

• Select Edit.

[Image not converted to Markdown – “Case reassignment reason” – check the source PDF page for the actual content] Figure 21 Case reassignment reason

• Select a Case Reassignment Reason from the drop-down menu.
• Leave an Internal Comment as outlined in the A case can be reassigned for the following reasons table.
• Note: A case reassignment reason and internal comment must be entered before changing the case owner.
• Select Save
• Select the Change user icon (a person head with an arrow).

[Image not converted to Markdown – “change user icon” – check the source PDF page for the actual content] Figure 22 change user icon

• The Change case owner screen will display.

[Image not converted to Markdown – “change user icon screen” – check the source PDF page for the actual content] Figure 23 change user icon screen

• Select the Users icon (on the left of the search bar).
• Select Users when reassigning to a Team Leader.
• Select Queues when reassigning to a queue.

[Image not converted to Markdown – “change case owner search bar” – check the source PDF page for the actual content] Figure 24 change case owner search bar

• Type or search the Team Leader name under Search user.
• Type or search the queue under Search queues.
• Select the correct queue/user result.
• When the right queue/user is selected, select Change Owner.

Interaction template

General Enquiry

Copy and paste all text below to use in the enquiry note:

To be used when accessing a participants record after receiving a general enquiry or any other enquiry that does not have a template.

Date of enquiry: DD/MM/YYYY

Person making enquiry: Include name and relationship to participant (if not participant) Contact number: Details of the query: Action taken:

Name: Log on ID: Service Officer National Contact Centre

Supporting information

Roles and Responsibilities

NCC Email Processing Service Officers are responsible for:

• responding to email enquiries that are within scope.
• when out of scope, referring the enquiry email to appropriate business area.

• an outbound call when necessary to resolve email enquiries, including an outbound call to complete VOI.
• releasing information in compliance with the NDIS Act 2013 (external) and the Privacy Act 1988 (external).
• using the appropriate email response template to acknowledge the enquiry and inform the outcome.

NDIS Email Inboxes

Enquiries Inbox

The enquiries inbox (enquiries@ndis.gov.au) serves as an alternative communication channel for the general public to reach the National Contact Centre (NCC). Prospective applicants, current participants, providers, and third parties regularly use this email.

When an email is received, an enquiry case is created and assigned to an NCC Service Officer for action.

The NCC manages emails by:

• Confirming receipt of the email.
• Performing Verification of Identity (VOI) to provide information.
• Linking the enquiry to the relevant person account or case.
• Recording enquiry notes.
• Referring enquiries.

Note: If you need to provide the enquirer with information specific to a person account you must make an outbound call. You can only provide general information or acknowledge that an email/documents have been received with an email reply.

NAT Inbox

Since 16 September 2024, any emails sent to the NAT inbox (NAT@ndis.gov.au) have been routing to the NCC National Inbox ARF Queue.

If the person who sent email has restricted access, it will override this routing and be sent to the NCC Restricted Access Queue.

An enquiry case will be created in the same manner as those received through the enquiries@ndis.gov.au.

Please action these enquiries the same way as emails received through Enquiries. Refer to Access, Eligibility and Applying to the NDIS Knowledge Article and Priority Access Knowledge Article.

The NAT inbox address has been removed from the drop-down email address options when sending an outbound email via a PACE case. All emails sent from PACE are sent from the enquiries email address.

Who will handle requests from the FOI Team? When the FOI team contacts NCC for information regarding NAT Access emails originally in the NAT Inbox (Outlook), you should reach out to a team leader. The NCC team leader will need to notify the redacted: s47E(d) - certain operations of agencies @ndis.gov.au inbox.

Auto reply email changes

When the NDIS receives an email, an automated reply is sent to acknowledge that is received in the Enquiries@ndis.gov.au. The case number of this email is included in the subject line and body of the automated reply.

The email recipient may reply directly to this automated reply. If the case is open, responses will be recorded under the same case number.

Linked enquiry cases can be located by either:

• open case activity; Find all email responses in emails.
• looking at activity log.

Duplication

To reduce the number of duplicate checks, an error message will display when creating an enquiry case with the same subcategory or same type and category as an existing open case within a person account.

You will be able to override and allow duplications if needed.

The error message will display “The following duplicate Enquiry case(s) are found:

, If you would like to proceed with case creation, please check the ‘Allow Duplicate’ checkbox to consent and proceed“

To continue, you will need check if it is a duplication.

• If it is a duplication, cancel the case.
• If it isn’t a duplication, select Allow Duplicate.

[Image not converted to Markdown – “Duplicate error message” – check the source PDF page for the actual content] Figure 25 Duplicate error message

Email Queues in PACE Operational Guide

NCC Operations team manages the PACE email queue conditions. This includes keywords and phrases used to search to assign to a specific queue.

Email queue process for document requests

FOI 24/25-1367 - DISCLOSURE LOG

• When an email is received into the general enquiry inbox (queue), the system will automatically assign the email to a specific queue based on keywords and phrases. PACE will perform a keyword search and filter identified emails to the Using a Plan – Document Requests queue.
• The NCC Service Officers receiving the enquiry will still need to email document request email address requesting for a document to be emailed.

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NCC guidance resources

Please refer to:

• NDIS Act 2013 (external)
• Privacy Act 1988 (external)
• Privacy Phone Enquiry Knowledge Article

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• Consent Phone Enquiry KA
• NCC PACE Enquiry Categorisation Guide
• Enquiry Cases and Log Activity in PACE KA
• Access, Eligibility and Applying to the NDIS Knowledge Article
• Priority Access Knowledge Article
• Professional Writing Email Enquiry KA
• How to Upload and Link Documents to Cases in PACE Knowledge Article
• Outbound Call Script Guidance KA

Document owner and approver

Director, Support and Communications, Contact Centre Branch

Feedback

If you have any feedback about this procedure, please refer to your NCC Team Leader.

• NCC Service Officers (NCC SOs) please send your feedback to your NCC Team Leader. Your Team Leader may have an answer to your question or have information to share with you to resolve your questions and feedback.
• NCC Team Leaders (NCC TLs) please review the feedback from NCC SOs and provide advice, information and resolve questions where possible. NCC TLs can request new or updated NCC

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Guidance Resources and assistance using the relevant form on the National Contact Centre Service Desk on the intranet.

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