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Create a participant plan change request where the legislative type isn’t specified

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FOI 24/25-1912 DOCUMENT 9

Create a participant plan change request where the legislative type isn’t specified

SGP KP Publishing

Exported on 2025-09-16 01:38:12

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FOI 24/25-1912 SGP KP Publishing – Create a participant plan change request where the legislative type isn’t specified

Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4

2 Before you start …………………………………………………………………………………………………….. 5

3 Create a plan change case …………………………………………………………………………………….. 6

4 Create a participant plan change request where the legislative type isn’t specified … 7

4.1 Plan Change Requests …………………………………………………………………………………………. 7

4.2 Emergency Situation ……………………………………………………………………………………………. 7

4.3 Fund Management Type ………………………………………………………………………………………. 8

4.4 Reassessment Date ……………………………………………………………………………………. 8

4.5 Minor or Technical Error ……………………………………………………………………………………. 9

4.6 Minor change to funded NDIS supports ……………………………………………………….. 10

4.7 Change in Situation ……………………………………………………………………………………………. 10

4.8 Risk Matrix ………………………………………………………………………………………………………… 10

4.8.1 If you don’t identify any risks: ………………………………………………………………………………………… 11

4.8.2 If you do identify a risk: ………………………………………………………………………………………………… 11

4.9 Request Confirmation ……………………………………………………………………………………. 11

5 Understand and update the case reason in the plan change case …………………………. 12

6 Next steps …………………………………………………………………………………………………………… 14

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FOI 24/25-1912 SGP KP Publishing – Create a participant plan change request where the legislative type isn’t specified

This article provides guidance for a local area coordinator, early childhood partner, planner delegate, payments officer, review officer, complaints officer, participant support officer, access delegate, technical advisors, National Contact Centre, liaison officers (HLO/JLO) or planner (non-partnered area) to:

  • create a plan change case
  • create a participant plan change request where the legislative type isn’t specified
  • understand and update the case reason in the plan change case.

Note: this article is for a plan change request where the plan change type hasn’t been specified. Don’t use this article for specific requests for a plan variation (s47A) or a plan reassessment (s48). You’ll need to go to article Create a plan variation (s47A) request or Create a plan reassessment (s48) request.

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1 Recent updates

17 March 2025

Guidance included to complete relevant steps for participants with a specialist disability accommodation (SDA) placeholder who are requesting SDA funding.

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2 Before you start

You have:

  • received a plan change request from a participant or their authorised representative
  • completed steps in article Prepare to submit a plan change request
  • read and understood Our Guideline – Changing your plan (external).

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3 Create a plan change case

You can receive a plan change request verbally, in an email or in a change of details or change of situation form. The change of details or change of situation form doesn’t have to be completed to submit a plan change request, however supporting evidence and information should be provided.

When you speak to the participant or their authorised representative, you must use the scripting in section Check supporting information to submit a plan change of article Discuss a participant plan change request.

To request changes to a participant’s plan, you’ll need to create a plan change case. A plan change case can also be initiated from other cases such as a check-in case.

You must check if the participant already has an open plan change case for the same request before you create a new one. To learn more, go to section Check for open plan change cases in article Prepare to submit a plan change request.

To create a plan change case:

  1. From the Person Account, select the Cases tab.
  2. Select New.
  3. Select Plan Change from the list of case types.
  4. Select Next.
  5. Select Case Origin from the drop-down list.
  6. Select Case Reason from the drop-down list. To learn more about each reason, go to the table in section Understand and update the case reason in the plan change case in this article.
  7. Add Internal Comments about the case, if needed.
  8. Select Save. You’ve now created the plan change case.

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4 Create a participant plan change request where the legislative type isn’t specified

Use Participant plan change request when you receive a request for a plan change, but the legislative type isn’t specified. Use this option unless the participant or authorised representative clearly indicates the plan change type. When submitted, the delegate will decide what legislative type matches the request.

To create a participant plan change request:

  1. From the Plan Change case, select the Request tab.

  2. Select the Requested Date of the plan change. This will default to today’s date.

    Note: plan change requests can be backdated to the date they were received.

  3. Under How is the request being initiated? select Participant plan change request.

  4. Select Who is requesting the plan change? If you select Related Party, then select the authorised representative making the request from the list.

  5. Select Next.

Note: Save for Later won’t work when you add a new plan change request in the same plan change case after it’s been submitted.

4.1 Plan Change Requests

To progress a participant plan change request where the legislative type isn’t specified, select the checkbox next to each plan change category that applies:

  • An Emergency situation has occurred that impacts the funding needs. Go to section Emergency Situation in this article.
  • Change to the fund management type. Go to section Fund Management Type in this article.
  • Change the reassessment date. Go to section Reassessment Date in this article.
  • A correction of a minor or technical error. Go to section Minor or Technical Error in this article.
  • Minor change to the funding. Go to section Minor change to funded supports in this article.
  • Change in Situation. Go to section Change in situation in this article.

When you select a checkbox, it’ll automatically add the request to the workflow for completion. Complete the relevant steps for each plan change request category you select.

4.2 Emergency Situation

For more information about what’s considered an emergency situation for plan variations, go to section We believe that you need crisis or emergency funding because of a significant change to your support needs in Our Guideline – What do we mean by changing your plan? (external).

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Follow the steps below to record a request due to an emergency situation:

  1. Select Date (calendar) for When did the emergency situation first happen?
  2. Describe the emergency situation in the free text field.
  3. Record details which support the request in the free text field.
  4. Select Next.
  5. Use the Documents tab to add documents related to the emergency situation. Refer to articles Add documents to a case and Add and link evidence to a case.
  6. Select Next.

4.3 Fund Management Type

To understand what a change to a plan management type is, go to section Update how the funds or other aspects of your plan are managed in Our Guideline – Changing your plan (external).

When you record a request to change the fund management type, record:

  • how the participant or authorised representative wants the funding for NDIS supports to be managed
  • any reasonable risks or other impacting circumstances. For example, if the participant becomes insolvent under administration, they can’t self-manage the supports in their plan
  • information relating to the misuse of funds. This will impact the management of funding for NDIS supports under the plan.

Follow the steps below to record a request to change the fund management type:

  1. Select the Update checkbox next to the support categories where a change to the fund management type is requested.
  2. Select the Plan Management Type from the drop-down list.
  3. Capture details of the change in fund management in the free text field.
  4. Provide detailed reasoning for request in the free text field.
  5. If you need to update fund management for another support category, go back to step 1. Otherwise, select Next.
  6. Use the Documents tab to add documents relating to the change in fund management. Refer to articles Add documents to a case and Add and link evidence to a case.
  7. Select Next.

4.4 Reassessment Date

This type of request is to bring the reassessment forward or extend the reassessment date. For example, when a participant would prefer to have a longer plan duration and their support needs are stable. To learn more, go to section Change the reassessment date of your plan in Our Guideline – Changing your plan (external).

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Before you create a request to change the reassessment date, make sure the participant:

  • is continuing to work towards pursuing the same plan goals
  • agrees to continue with the same supports in their plan
  • confirms their current funded NDIS supports will meet their ongoing needs
  • confirms their support needs and situation are likely to be stable for the new plan duration
  • understands their options for an internal review if they disagree with the plan reassessment date
  • understands they can ask for a plan change if their circumstances change before their next plan reassessment.

Follow the steps below to record a request to change the reassessment date:

  1. Select the New Reassessment Date Year from the drop-down list.
  2. Select the New Reassessment Date Month from the drop-down list.
  3. Select Calculate New Reassessment Date.
  4. Capture details of the request to change the reassessment date in the free text field.
  5. Provide detailed reasoning for request in the free text field. Note: include specific reasons why the participant would like to change the reassessment date. For example, the participant’s disability or living situation isn’t stable, or the participant entered the NDIS under the early intervention criteria and is likely to have met their goals and likely to leave the scheme in the next 3 years.
  6. Select Next.
  7. Use the Documents tab to add any documents relating to the change in reassessment date. Refer to articles Add documents to a case and Add and link evidence to a case.
  8. Select Next.

4.5 Minor or Technical Error

To understand what can be changed under a minor or technical error, go to section Fix a small or technical error in Our Guideline – Changing your plan (external).

Follow the steps below to record a request to fix a minor or technical error:

  1. Capture details of the error in the free text field.
  2. Provide detailed reasoning for request in the free text field.
  3. Select Next.
  4. Use the Documents tab to add any evidence related to a minor or technical error. Refer to articles Add documents to a case and Add and link evidence to a case.
  5. Select Next.

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4.6 Minor change to funded NDIS supports

It’s important to remember that adding a significant amount of funding wouldn’t be considered a minor change. To learn more about changes to the statement of participant supports in the current plan or about the funding of supports under the plan, go to section What is a plan variation? in Our Guideline – Changing your plan (external).

Follow the steps below to record a request about a minor change in funding:

  1. If the request is for an existing support, select the Update checkbox next to the support category where a change of funding is being requested. If the request is for a new support category, select the Support Category from the drop-down list.
  2. Describe change to funding for each selected/added support category in the free text field.
  3. Provide detailed reasoning for request in the free text field.
  4. If you need to update or add an additional support category, go back to step 1. Otherwise, continue to step 5.
  5. Select Next.
  6. Use the Documents tab to add any documents relating to a change in funding for a support category. Refer to articles Add documents to a case and Add and link evidence to a case.
  7. Select Next.

4.7 Change in Situation

To learn more about what a significant change in situation for a participant is, go to section What is a plan reassessment? in Our Guideline – Changing your plan (external).

Follow the steps below to record a request about a change in situation:

  1. Select the Change in Situation from the drop-down list.
  2. Select Date (calendar) for When did this change happen?
  3. Provide details of the situation in the free text field.
  4. If the new plan requires a change in fund management, select the checkbox next to Change to fund management required.
  5. If required, provide Reason for fund management change in the free text field.
  6. If you need to provide an additional change in situation request, select Add on the top right hand side of this screen and complete the above steps until all change in situation requests are captured. Otherwise, select Next.
  7. Use the Documents tab to add any documents relating to the change in situation. Refer to articles Add documents to a case and Add and link evidence to a case.
  8. Select Next.

4.8 Risk Matrix

Check for any risks associated with the plan change request which could impact on the participant, nominee or NDIS.

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4.8.1 If you don’t identify any risks:

  1. Select No.
  2. Select Next to progress the case.

4.8.2 If you do identify a risk:

  1. Go to article Identify and escalate risks in a plan change request to complete this section.

4.9 Request Confirmation

  1. If needed, select a section to review from the Steps workflow.
  2. You’ll need to add a case reason to the plan change case. This is to make sure cases can be routed efficiently. Go to section Understand and update the case reason in the plan change case in this article, then go to step 3.
  3. Select the checkbox next to I confirmed the information recorded is accurate (mandatory in order to proceed for submit).
  4. Select Submit.

Note: don’t manually move the case status from Draft. Refresh your browser after you submit the plan change request. The case status will automatically change to New.

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5 Understand and update the case reason in the plan change case

Before you submit the plan change case you’ll need to add a case reason. This is to help delegates manage workflow. Use the table below to understand each case reason.

Note: if there’s more than one case reason, select the most urgent reason. If exhausted funds or breakdown of informal supports are a factor, make sure you use this case reason.

Case Reason Description
Assistive technology Requests for the supply of assistive technology or equipment
Vehicle modifications Requests and quotes for vehicle modifications
Home modifications Requests and quotes for home modifications
Plan management Any request to change the way participant’s plan funding is managed
Plan error Identification of any error with funding in a participant’s plan
Exhausted funds/breakdown of informal supports Requests where funds have been exhausted before the plan end date or where a participant tells us they’ve had a breakdown of informal supports
Home and living A participant requests inclusion of, or changes to supported independent living, specialist disability accommodation or individualised living option supports in their plan.

Note: for requests to include specialist disability accommodation funding for participants with a placeholder amount, please complete additional steps outlined below.
Change of circumstances Any other change of circumstances the participant has experienced that led to the request for a change to their plan
Other Should only be used where no other relevant theme is identified

To update case reason after creating the plan change case:

  1. From the Plan Change case, select the Details tab.
  2. Under the Categorisation heading, select Edit Case Reason (pencil).
  3. Select the correct Case Reason from the drop-down options.
  4. Select Save.

For requests to only include specialist disability accommodation (SDA) funding for participants with a placeholder amount who are ready to move into an enrolled SDA dwelling, you must update Case Reason and Subject accurately. This allows for the request to be located and routed correctly.

  1. From the Plan Change case, select the Details tab.
  2. Under the Categorisation heading, select Edit Case Reason (pencil).
  3. From the Case Reason drop-down list, select Home & Living.

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  1. Select Save.
  2. Under the System Information heading, select Edit Subject (pencil) and update the free text field to exactly SDA Provider Confirmed.
  3. Select Save.

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6 Next steps

Once submitted, a plan change case will automatically be allocated to the Plan Change Hold Queue. The request information will no longer be available under the Request tab in the Plan Change case.

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 Plan Change Request Received letter to the statutory guardian. To do this, go to article Send a letter to a statutory guardian or trustee.

  • If you’re not the decision maker on the plan change request, there are no further steps.
  • If you’re the delegate making the decision, assign the plan change case to yourself and review the case. Go to article Assign and review a plan change case.

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