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Complete form in the access request case

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The contents of this document are OFFICIAL.

Complete form in the access request case

Guidance in this document is not approved for use unless you view it in PACE.

This article provides guidance a local area coordinator, early childhood partner, planner delegate, liaison officers (HLO/JLO), planner (non-partnered area) to:

  • complete the form tab
  • record consent to apply
  • close the access request case when required.

Recent updates

3 October 2024

Guidance updated to reflect legislation changes from 3 October 2024:

  • New step to record consent to apply to the NDIS and the date consent was given.
  • Title changed from ‘How to complete the access request case form’ to ‘Complete form in the access request case.’

Before you start

You have:

  • Read and understood Our Guideline - Applying to the NDIS (external) including section How do you apply for the NDIS?
  • used article How to apply for the NDIS in PACE to understand the cases you need to complete to support the NDIS application
  • created an access request case using article Create an access request case.

Complete the form tab

Person Details

  1. From Access Request case, select Form tab.

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Note: The case must be in In Progress to access the form. For more information, go to article Create an access request case.

  1. At the Person Details step, enter the information.

  2. The following fields are mandatory:

    • First Name – Make sure you spell and use capitalisation correctly. If names are spelt with all capitals or all lowercase letters, this will be visible in PACE and correspondence.
    • Last Name
    • Date of birth
    • Are you of Aboriginal and/or Torres Strait Islander origin?
    • Tier role.

  3. Check any pre-filled information is correct – this will usually include the person’s first and last name. The information will populate from the person account.

  4. Select Next.

Address Details

  1. At the Address Details step, enter the information.

  2. The following fields are mandatory:

    • Home Address
    • Postal Address.

  3. If you select No Fixed Address:

    • you still need to enter an address at Home Address and Postal Address.
    • talk to the person about recording a postal address, for example an agency or person who may be assisting them, which is the same as their myGov account. This means that correspondence can be directed to this address so they can access it there.
    • log an activity to record this information. Go to articles Log an activity or internal note and Record an address – temporary accommodation and homelessness.
    • if you receive information the person then moves to a fixed address, it’s important to update their address details so correspondence is sent to the correct address.

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  1. Check any pre-filled information is correct. The information will populate from the person account.

  2. If you need to add or update the address, start typing the address into the Address field. Select the correct address from the list. Then select Confirm Address and the required fields will auto-fill. If the address doesn’t appear, or the auto-fill information is incorrect, go to article Create a person account for further information.

  3. In the Postal Address section, select the checkbox if the Postal Address is the same as the Home Address. Otherwise, complete the fields as required.

  4. Select Next.

Residency and Visa Information

  1. At the Residency and Visa Information step, enter the information.

  2. Check any pre-filled information is correct. The information will populate from the person account.

  3. To be eligible for the NDIS, the applicant must:

    • live in Australia
    • be an Australian citizen or permanent resident or hold a protected special category visa (only available to some citizens of New Zealand).

    For more information, go to article Understand age and residence evidence.

  4. Select Next.

  1. At the Consent step, enter the information. All questions in this section are mandatory. For more information, go to article Understand consent requirements.

  2. Check any pre-filled information is correct. The information will populate from the person account.

  3. Go to article Consent to use Centrelink information to check an applicant’s consent to use Centrelink information.

  4. If the person provides consent to use Centrelink to verify their age and residence, check with the person the:

    • name they provided matches their Centrelink record.
    • address matches their Centrelink record.

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Note: If either of these don’t match, request that the person contact Centrelink to update, or they need provide documents to verify their age and residence. For more information, go to article Understand age and residence evidence.

  1. If the person doesn’t provide consent to Do you consent to the NDIA collecting, using and disclosing your personal and sensitive information for the above purposes, including to verify your identity with the document issuer or official record holder via third party systems, and in accordance with our Privacy Policy?, you can’t use the document verification system (DVS) to verify identity documents. For more information, go to article Upload evidence of identity documents.

  2. Select Next.

Communication Preferences

  1. At the Communication Preferences step, enter the information. You must complete the Primary Contact Method and related fields.

  2. Confirm if the person wants to be contacted for surveys. At Contact for Surveys you can select or unselect the box. For more information about surveys refer to article Explain NDIS surveys.

  3. Confirm any pre-filled information is correct. The information will populate from the person account.

  4. Select Next.

  1. The Parent, Legal Guardian or Representative step has no fields. You must add authorised representatives through a separate Manage Authorised Representative case. For more information, refer to article Understand the articles to use for the Manage Authorised Representative case.

  2. Select Next.

Disabilities

  1. Enter all available details in the fields provided.

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  1. You must select a Primary Disability, which is supported by evidence, even if you are entering more than one disability.

    Note: The primary disability can be identified from reported disabilities as having the greatest impact on a person’s daily life. For children younger than 6 there may be evidence of developmental delay.

  2. At Was your primary disability caused by an accident or event?, select Yes or No. This is a mandatory field. Selecting Yes in this field will add more fields to complete. If yes, go to article Check for compensation when recording disabilities.

    Note: You can add additional disabilities as required. For more information, go to article Applicant - record disability conditions and impairments.

  3. Confirm the pre-filled information is correct.

  4. Select Next.

Disclosure

  1. At Is this Access Request for someone coming from a S&T Defined Program? (State and Territory), select No.

    Note: Defined programs no longer apply. For more information, go to article Defined programs.

  2. Select Submit.

Review and Submit

  1. Review to check the information is correct.

  2. To fix any errors, use the Previous to return to that section and correct errors.

  3. When information is complete and correct, select Submit.

The applicant or their authorised representative must give consent to apply for the NDIS. They can either sign the Access Request Form or they can give verbal consent.

If someone other than the applicant, check the person has consent to apply on behalf of the applicant using article Applicant consent to apply.

  1. Check if there is an Access Request Form. If:

    • there is an access request form, go to section Check Access Request Form.

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  • no access request form, go to section Ask for verbal consent.

Check access request form

  1. Check if the applicant or their authorised representative has signed the access request form. Electronic and written signatures are both acceptable. If:

    • Yes, go to section Record an internal note.
    • No, go to section Ask for verbal consent.

Only ask for verbal consent if there is no access request form or the access request form provided was not signed by the applicant or their authorised representative.

  1. Ask the person or their authorised representative for verbal consent:

    • Do you confirm that you wish to make an access request for you / applicant to become a participant in the National Disability Insurance Scheme?

  2. Read the verbal declaration word for word:

    • I am now going to read you a verbal declaration, which I need you to confirm you understand and agree to before I can submit your / applicant’s access request.
    • You certify that all the information you have provided in the access request is true and correct. You understand that providing false or misleading information is a serious offence.
    • You confirm that you are authorised to provide the personal details presented. If you provide any identity documents, such as a copy of a birth certificate, you consent to this information being checked with the document issuer or official record holder via third party systems.
    • You consent to us collecting, using and disclosing your / applicant’s information as indicated in your / their access request.
    • You understand that you can withdraw consent for the NDIA to do things with your / applicant’s information at any time by letting us know.
    • You understand that you can access our Privacy Notice and Privacy Policy on the NDIA website or by contacting us.

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  • You understand that you must inform us as soon as possible about any changes in circumstance or likely changes in circumstance that may affect your / applicant’s access request, status as a NDIS participant, or the implementation of your / their NDIS plan.
  • For example, you must tell us if your / applicant’s disability support needs change, you / they move house or overseas, or you / they get or may get compensation relating to an injury.
  • You understand that if you selected email as your preferred means of communication, we may email you sensitive or confidential information, the security of which cannot be guaranteed once it leaves our system.
  • You understand that if we request further evidence or information and you do not comply with this request within the specified timeframe, your / applicant’s access request may be taken to be withdrawn.
  • You understand that, if applicable, access to the Commonwealth programs such as the mobility allowance, will cease if you become / applicant becomes a participant in the NDIS.
  • Do you confirm you understand and agree to the statements I have read?
  1. Go to section Record an internal note.

Record an internal note

  1. Use article Log an activity or internal note to record an internal note using one of the following templates:

    Consent to apply to the NDIS – verbal consent

    <applicant’s name / authorised representative’s name> gave verbal consent to apply for the NDIS. They agreed to the verbal declaration on .

    Consent to apply to the NDIS – Access Request Form

    <applicant’s name / authorised representative’s name> gave consent to apply for the NDIS. They signed the access request form received <via email / in person / via mail> on by <NDIA staff / NDIS partner>.

Closing the access request case

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IMPORTANT: Don’t close the access request case after you complete the form. The case must stay open until an access decision is made when it will close automatically.

Once an access request case is closed it cannot be reopened. If the person chooses to make another access request in the future or continue their current request if there has been an administrative error, a new access request case will need to be created. For more information use article Create an access request case.

An access request case can be cancelled before an access decision is made if:

  • there is an administration error
  • you receive information the applicant is deceased.

An access request case can be withdrawn before an access decision is made if:

  • an applicant or authorised representative informs you they wish to withdraw the application
  • it’s an agency initiated withdrawal if there has been no contact after a request for further information.

Prior to closing an access request case you must check there isn’t a related access decision case created and in progress.

To close the access request case:

  1. Select either the Cancel Case button or Withdraw Case button at the top right-hand corner of the Details screen. This is based on the reason for closing the case as outlined above.

  2. At Closure Reason select the relevant option from the drop down list.

  3. At Closure Comment record additional information about the reason for closing the case.

  4. Select Confirm. If the applicant has made the request to withdraw their access application go to step 5. For all other reasons for withdrawing or cancelling the case go to step 9.

  5. An application withdrawn letter will automatically be created. At Recipient Details fields will be prefilled. Select Next.

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  1. At Preview Options select Yes if you want to preview the letter. If so, at Select a Recipient for preview choose the recipient from the drop down box. If you select No, then select Next.

  2. At Correspondence Confirmation select Submit Correspondence.

  3. At Correspondence Summary select Next.

  4. You will see a note confirming the case has been closed successfully. Select Done.

  5. The access request case is now closed. The chevron will show as Withdrawn or Cancelled based on the selected method to close the case.

Note: You must record any contact with the applicant or authorised representative. Use article Log an activity or internal note.

Next steps

  1. Upload any identity, age, residence and disability evidence documents to the Evidence tab using article Upload requested evidence for a new applicant.

  2. Go to article Complete checklist in the access request case.

Article labels – internal use only

PACE user role names

Add: dc_users_localareacoordinator

Add: dc_users_earlychildhoodpartner

Add: dc_users_plannerdelegate

Add: dc_users_liaisonofficershlo/jlo

Add: dc_users_plannernonpartneredarea

Topics

No change.

Case names

No change.

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Ownership

No change.

Version control

Version Amended by Brief Description of Change Status Date
6.0 CW0032 BM approval APPROVED 2024-03-07
7.0 EMN960 Class 2 approval

* Note added for access request case to remain open until an access decision has been made.
* Guidance added on closing the access request case early if required.		 APPROVED 2024-07-15
8.0 IIW664 Class 1 approval

Updated guidance for cancelling or withdrawing the access request case when required.		 APPROVED 2024-08-21
9.0 JC0088 Class 2 approval

Update with access legislation changes		 APPROVED 2024-09-25