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Archived How to Create Quality Enquiry Notes in PACE KA

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FOI 26/27-0058 DOCUMENT 3

Archived How to Create Quality Enquiry Notes in PACE KA

Feb 10, 2026 11:45

General | Procedure | Use this link to navigate back to KNOWA 2.0 home page.

Overview / Topics

  • What are enquiry notes
  • Enquiry notes for an existing case
  • Enquiry note templates
  • Enquiry note expectations
  • Further information
  • Creating enquiry cases
  • Enquiry note example
  • Enquiry note template

[KNOWA 2.0 Home page]

Search here to find NCC knowledge articles and guidance.

To be used by NCC.

This article helps you to:

  • Create enquiry notes in PACE which are clear, concise and of high quality to meet required privacy standards.
  • Understand why the quality of enquiry notes is important and how enquiry notes contribute to positive Agency experiences.

What are enquiry notes

Enquiry notes are a mandatory record of information received and activities completed by National Disability Insurance Agency (NDIA) staff and community partners, when communicating with the participants, their support networks and service providers.

Enquiry notes recorded in PACE are file notes containing relevant and additional information relating to the participant or relevant related party. Enquiry notes are recorded in PACE, in cases, activities and other PACE tools.

All enquiry notes recorded in PACE must be factual and are subject to the Freedom of Information Act 1982 on the Legislation website. NCC Service Officers must avoid recording emotive or subjective information.

Why quality enquiry notes are important

Enquiry notes are used by NCC Service Officers to ensure a good experience and service to the enquirer and by the Agency to demonstrate compliance with expected quality and privacy standards.

NCC Service Officers are required to record all information gathered and provided, the person involved and all completed activities.

Enquiry notes are mandatory and should be created to record details of:

  • Telephony conversations (inbound and outbound).
  • Letters (inbound and outbound).
  • Emails (inbound and outbound).
  • Webchats.

When recorded correctly and consistently, enquiry notes allow NCC Service Officers to easily search for and retrieve information. Well documented enquiries reduce instances where the enquirer needs to explain and repeat their story/purpose of enquiry and helps NCC Service Officers to understand all previous enquiries.

Enquiry notes for an existing case

Enquiry notes are recorded in new cases. Other business areas of the Agency may record enquiry notes in existing cases as additional notes.

For the NCC, when there is an existing case, enquiry notes are recorded as an activity using the log activity tool in PACE.

Log activity is a function in PACE that allows a user to log notes and interactions from a call, email or post completion of a task within an existing case. NCC Service Officers will follow the Archived Enquiry Cases and Log Activity in PACE KA

Enquiry note templates

To support NCC Service Officers to record enquiry notes, the NDIA Service Support Team (NDIA Contact Centre Branch) creates and maintains NCC enquiry note templates. These templates are based on Agency templates for:

  • ease of use and timeliness,
  • recording high quality information,
  • accuracy of enquiry notes, and
  • consistency throughout the NDIA.

NCC enquiry note templates are located in each Knowledge Article (KA) and applicable resource in Knowa 2.0.

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It is important that the correct enquiry note template is used.

Enquiry note expectations

All fields of an enquiry note are mandatory.

It is important as part of quality system documentation that the enquiry note accurately captures the information you have received from the enquirer and information and actions taken to resolve the enquiry.

Whan an enquiry note template is incomplete or does not accurately capture the information this does not meet the expectations of system documentation.

Enquiry notes are legal documents and property of the NDIA. Information from enquiry notes may only be provided to external parties via the Freedom of Information (FOI) process and must not be released in any other manner such as reading content over the telephone, copying content and sending via email or in a letter.

Once information is recorded in an enquiry note, it cannot be deleted. If you accidentally record inaccurate information or record an enquiry note on the incorrect participants record, please refer to the Privacy Phone Enquiry Knowledge Article.

The below table describes what an enquiry note should be and what should be avoided.

What should be included What should be avoided
• All actions you have taken including any information /advice provided. • Sensitive information, for example: Do not record any details about a participant critical incident (PCI).
• All enquiries the caller/chatter/emailer has. • Subjective language, for example: Do not focus on the attitudes, values, thoughts, feelings, or beliefs of the enquirer.
• Describe what and when things happened while being factual and to the point. • Directive language, for example: Do not make an assumption by directing that a particular action is to be taken.
• A response for all fields of the enquiry note template. • Emotive language, for example: Do not document your own or the enquirers opinion using emotive language. Avoid choosing words that may influence or elicit emotion to the reader of the enquiry note.
• Use professional and simple language. • Information not suitable for Freedom of Information (FOI) and privacy requests.
• Easily understandable information including checking your enquiry notes for punctuation, grammar and sentence structure. • Inaccurate information.
• Spell out acronyms in the first instance. • Abusive language.
• Details of the enquirer including how consent was obtained. • In the context of a complaint, information and any comments which directly identify a staff member.
• Within the limits of your role, list factual (not opinions about) follow up actions, time frames and responsibilities. • Irrelevant or non-factual notes.
• Describe who was involved by identifying their role (senior planner, EL1 etc.) and not their name. • Slang/unprofessional language.

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Procedure

To complete the PACE Steps:

  • Navigate to the relevant account for historical information and activities to assist with the enquiry.
  • Follow the PACE steps below to complete the enquiry.
  • If further guidance is required to resolve the enquiry, refer to the relevant NCC guidance resources.

Creating enquiry cases

Enquiry Cases in PACE are created in a person account for new enquiries received by the National Contact Centre (NCC). Refer to Archived Enquiry Cases and Log Activity in PACE KA for more information.

The NCC can create an Enquiry Case in a person account using the Cases tab or the Create Enquiry button.

  • The Cases tab will be used for all enquiries (excluding email enquiries).
  • The Create Enquiry button will only be used when actioning email enquiries.

When an enquiry is received that requires an Enquiry Case to be created, the NCC must check if there is an existing case for the same enquiry:

  • If the existing case is closed, a new case will need to be created.
  • If the existing case is open (meaning the status of the case is not closed), the NCC will use the Log Activity to add comments relating to the enquiry, using the appropriate enquiry note template. Refer to the Archived Enquiry Cases and Log Activity in PACE KA if required.

When an email is received an Enquiry Case will be created using this KA. Please refer to the Email Process Knowledge Article page for email processes.

When required, new enquiry cases will need to be linked to existing (parent) cases. Please refer to the Create and Update Person Account Knowledge Article.

Enquiry note example

When the NCC leaves an enquiry note that does not meet quality standards, feedback will be provided to the Agent. Below is an example of what feedback might be received and the difference between the details of enquiry field of 2 enquiry notes.

Feedback received:

  • Unnecessary or inappropriate language.
  • Use of directive or subjective language in enquiry note.

Incorrect enquiry note

Details of the enquiry: John has been asking for MONTHS for someone from your office but you STILL have not even returned 1 phone call to him and you wonder why he is calling NCC ever week to try and get this sorted out.

He just needs communication with someone from there to clear it up asap so call him on: (phone number).

He also does not know who his new LAC is so you could at least look it up for him hes put in a change of circumstances over a month and half please call asap in regards to this matter.

Correct enquiry note

Details of the enquiry: Return phone call requested by participant John. John is asking why he has not received a call back from previous messages over last few months. John is requesting a call back as soon as possible on his preferred phone number (phone number).

He would like to know the name of his new local area coordinator (LAC), I have provided the LAC contact details to John. He has also submitted a change of circumstance form over a month ago and would like to speak to someone regarding this. I attempted to warm transfer the call to the LAC but was unsuccessful.

Further information

Please refer to:

  • Freedom of Information Act 1982 on the Legislation website.
  • Privacy Phone Enquiry Knowledge Article
  • Archived Enquiry Cases and Log Activity in PACE KA
  • Create and Update Person Account Knowledge Article
  • Email Process Knowledge Article

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Enquiry note template

General Enquiry

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

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

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

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

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