NDIA Accountability Project

IRT – Requests for further information

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DOCUMENT 11

FOIOFFICIAL25/26-3693

Knowledge Article

For Internal Use Only

The contents of this document are OFFICIAL.

IRT – Requests for further information

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

This article provides guidance for an internal review officer, business support officer, or participant support officer to request further information from a participant or applicant.

Recent updates

11 February 2026

Updates to:

  • Timeframes for return of requested evidence
  • Requests for extensions
  • Language and hyperlinks

New addtions:

  • Negotiated reduced timeframe for Request for Information

Requests for further information guidance

During the internal review process, participants or applicants may choose to provide additional information to support their review. If the applicant/participant does indicate an intention to supply further information, the Internal Review Officer should issue a request for information (RFI) letter, specifying the details of the information they intend to supply.

Where the participant or applicant does not intend to provide further information, or if, after discussion with the internal review officer it is mutually determined that that further information is unlikely to materially change the decision, an RFI letter should not be issued.

When completing further information requests, internal review officers must manage the participant or applicant’s expectations, so they don’t expect a favourable outcome on the provision of the evidence.

FOIOFFICIAL25/26-3693

Knowledge Article

For Internal Use Only

The NDIA does not generally fund requested information, including assessments and reports that may assist in completing an internal review. Internal review officers are to discuss this with participants or applicants if asked and seek support from their line manager if needed.

Timeframes for return of requested evidence

The standard timeframe is up to 28 days for the return of further evidence or information. This is not a legislative timeframe but is considered a reasonable timeframe for procedural fairness in an administrative review.

Evidence can be returned by replying to the request for information email with the related documents attached. Inform them to note their full name and NDIS number in the email subject. If it is preferred to return the information by mail, provide the address, GPO Box 700, Canberra ACT 2601.

If information is provided prior to the timeframe expiring, review officers need to make contact to confirm all documents have been received, and that there are no further documents to be provided. If there are no further documents to provide, review officers can then progress with the review.

It is recommended that review officers set an alert to remind them to check for the return of evidence. Searching PACE using the participant NDIS number will allow review officers to locate any returned evidence that may be sitting in enquiries.

Negotiated reduced timeframe for Request for Information

Participants or applicants may not always require the full 28-day period to provide additional evidence or information. Internal review officers may negotiate a shorter timeframe where appropriate.

Any agreement to a reduced timeframe must be clearly documented in internal notes and reflected in all correspondence, including the body of any email if relevant.

When an RFI is issued through PACE, an automated letter is generated with the default 28-day timeframe. If a shorter timeframe is agreed upon, the internal review officer must prepare a manual letter specifying:

FOIOFFICIAL25/26-3693

Knowledge Article

For Internal Use Only

  • The details of the information the participant or applicant intends to provide
  • The agreed timeframe for submission

Refer to the article IRT - Sending a manual letter.

If the manual letter is to be emailed to the applicant/participant, the email must include:

  • The negotiated timeframe and due date for submission
  • Advice that an automated letter with the standard 28-day timeframe will also be sent
  • A clear instruction that the recipient should refer to the manual letter for the accurate negotiated timeframe and full details of the request.

Requests for extensions

When a participant or applicant asks for extra time to provide further evidence there must be a clear reason for the review officer to agree. Examples of reasons may include:

redacted: [s47E(d) - certain operations of agencies](/library/documents/bc455e3f7247-foi-24-25-0515-documents/document-015__47e-d-certain-operations-of-agencies/)

FOIOFFICIAL25/26-3693

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For Internal Use Only

A fair extension would be an additional 7-14 days (a total of 36-43 days since the evidence was requested). This is not a legislative requirement but allows a reasonable timeframe for evidence to be returned and a decision to be made.

Requesting further information process

This process is for further information requests only. For unable to contact refer to article IRT - Unable to contact process.

From the Internal Review Case:

  1. Select the Decision tab.

  2. Select Request Further Information (RFI).

  3. At request for further information screen type the information you are requesting, including from who and why, into the free text box. List each item you are requesting and separate with a comma.

  4. Select next.

Note: The information you type will appear in the letter, please ensure you format this so it is readable.

  1. At recipient detail screen select next.

  2. At preview options screen, do you want to preview the document before sending? Select yes. From the select a recipient for preview drop down menu, select the Participant/applicant, then select next.

  3. Once you have previewed the document, select next.

  4. At the confirm correspondence screen, select submit correspondence.

  5. At the confirm correspondence screen, select next.

FOIOFFICIAL25/26-3693

Knowledge Article

For Internal Use Only

The chevron will now move to Requested further info.

The request for information letter will be automatically sent to the participant/applicant and will be added to the documents tab.

Note: A manual letter will need to be created for plan nominees or authorised representatives, as per article IRT – Sending a manual letter. The manual letter should reflect the same information in the auto-generated RFI letter. For example, the same 28 day timeframe should be reflected in a manual letter, as well as selecting the same enquiries@ndis.gov.au return email address.

A manual letter will also need to be created if a shorter timeframe for the return of information has been negotiated with the applicant/participant.

All requests for further information must be documented as an Internal Note. Refer to article Log an activity or internal note.

Make sure you do not progress the review before the further information request or unable to contact timeframe has elapsed. For approved timeframe extensions for further information requests, leave the chevron in Requested further info.

Moving the chevron back to in progress

Once the information is returned, or the further information request timeframe has elapsed, you must move the chevron back to in progress.

From the Internal Review Case:

  1. Select the Progress Case button.

  2. A confirmation box will appear advising the case has been progressed successfully. Select Done.

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Knowledge Article

For Internal Use Only

The chevron will now move to In Progress.

Next steps

  • For planning internal reviews, refer to article IRT - Enacting a planning review decision.
  • For access and revocation internal reviews, refer to article IRT - Complete an access or revocation Internal Review Case.

Article labels

PACE user role names

No change.

Topics

No change.

Case names

No change.

Ownership

No change.

Version control

Version Amended by Brief Description of Change Status Date
6.0 UFGCM Update to guidance around only issuing a request for further information if the applicant/participant does indicate an intention to supply further information.

Update to guidance to give IROs the ability to negotiate RFI		 APPROVED 11-02-2026

FOIOFFICIAL25/26-3693

Knowledge Article

For Internal Use Only timeframes to <28 days for the return of information

Removal of the requirement to seek AD approval to issue RFIs on case over 60 days

Approved by: KHO021

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