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IRT - Sending a manual letter

Article Record Type	Article Number	Publication Status	Last Modified Date	Version Number
Guidance	000002153	Published	10/11/2025, 8:20 am	9

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Title

IRT - Sending a manual letter

Description

This article provides guidance for a review officer, business support officer, or participant support officer to complete the manual letter process.

Recent updates

10 November 2025

Update to linked knowledge article to reflect new name

Manual letters

The following internal review letter types need to be completed manually and uploaded to PACE:

• unable to contact
• unauthorised request
• request for further information
• withdrawal
• explanation of decision
• outcome.

These letters are located on the Inte x) intranet page. You must include any supplementary information request forms with the letter being sent, for example, the > Evidence of Psychosocial Disability (External), (https://www.ndis.gov.au/understanding/how-ndis-works/psychosocial-disability/applying-ndis-people-psychosocial-disability), form.

When saving a manual letter, ensure the document is saved as a PDF file with the following naming convention style:

Participant or Applicant surname, Participant or Applicant first name, NDIS number, Letter Type, Date. For example, Smith James 4312345678 Withdrawal Letter 2023-April-29.

You must document sending a manual letter as an Internal Communication. Refer to article Log an activity or internal note m/arti Know e/285329519).

Note: all decisions made as part of a review are to be provided in writing. Refer to Our Guideline - Reviewing_our decisions (external), (https://www.ndis.gov.au/our-guidelines), section What happens after we make the internal review decision?

Manual letter process

To upload a manual letter to PACE:

1. Upload the manual letter to the Internal Review Case. Refer to article JRT - Adding _and linking documents to an internal review case (https://ndia,my.salesforce.com/articles/Knowledge/285182135), Provide any further information or context in the Description field.
2. Send the letter email or mail, depending on the participant’s or applicant’s preferred method of contact.

Emailing a manual letter

To send a manual letter via email:

1. Send an email with the manual letter attached. Refer to article [RT -

Mailing a manual letter

To send a manual letter via mail:

1. Refer to the current postage process for your location.

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