DOCUMENT 2

Create and action a request for a replacement support

SGP KP Publishing

Exported on 2025-02-07 00:55:46

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SGP KP Publishing – Create and action a request for a replacement support

Table of Contents

1. Before you start…………………………………………………………………………………………………….. 4
2. Understand a request for replacement supports……………………………………………………… 5
   • 2.1 Help the participant to request a replacement support……………………………………………… 5
3. Create an enquiry case to request replacement supports………………………………………. 7
   • 3.1 Who is making the request……………………………………………………………………………………. 7
   • 3.2 Enquiry Details……………………………………………………………………………………………………. 7
   • 3.3 Duplicate Check…………………………………………………………………………………………………..
   • 3.4 Risk Matrix………………………………………………………………………………………………………….. 7
   • 3.5 Notes and Next Steps……………………………………………………………………………………………
   • 3.6 Review and Submit………………………………………………………………………………………………. 8
4. Triage a request for replacement support………………………………………………………………. 9
5. Create a technical advice case for replacement support………………………………………. 10
   • 5.1 Submit a technical advice case for replacement support………………………………………….
   • 5.2 Check case is in the correct queue………………………………………………………………. 11
6. Provide technical advice (for technical advisor only)…………………………………………….
   • 6.1 Create and send a manual letter………………………………………………………………………….. 14
   • 6.2 Make a fund management decision………………………………………………………………………
     • 6.2.1 Change a fund management type for plans on PACE………………………………………………………. 15
     • 6.2.2 Change a fund management type for plans being transitioned from SAP CRM…………………….. 15

Table of Contents – 2

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SGP KP Publishing – Create and action a request for a replacement support

This article provides guidance for a planner delegate, planner (non-partnered area), participant support officer, early childhood partner, local area coordinator, technical advisor and the National Contact Centre to:

• understand a request for replacement supports
• create an enquiry case to request a replacement support
• triage a request for a replacement support
• create a technical advice case for a replacement support
• provide technical advice (for technical advisors only).

Recent updates

3 October 2024

New article to:

• understand and help the participant request a replacement support request
• create an enquiry case for a replacement support request
• triage a request for a replacement support
• create a technical advice case for a replacement support request
• provide advice on a request for a replacement support request.

Before you start – 3

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SGP KP Publishing – Create and action a request for a replacement support

1 Before you start

You have:

• read and understood fact sheets about Replacement Supports (external)
• received a replacement support request from a participant or authorised representative
• or received a completed Form – Application for Replacement Support (external) with all required evidence
• or received a Technical Advice case to provide advice on.

If you’re:

• an Early Childhood Partner, Local Area Coordinator or a NCC Service Officer and are creating an Enquiry case to request a replacement support. Go to section Help the participant to request a replacement support and Create an enquiry case to request replacement support in this article
• Service Delivery staff or a NCC Delegate creating a Technical Advice case for replacement supports. Go to section Triage a request for replacement support and Create a technical advice case for replacement support in this article
• a Technical Advisor and are providing advice on the Technical Advice case, go to section Provide technical advice in this article.

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SGP KP Publishing – Create and action a request for a replacement support

2 Understand a request for replacement supports

A request to replace support(s) can only be made by the participant or their authorised representative. A replacement support is not an extra support, but it’s a replacement for an existing NDIS support(s). Once a participant has received a decision that they can purchase a replacement support, it’s considered to be a NDIS support for them.

For a request to be made for a replacement support the participant needs to have an approved plan. The participant or their authorised representative can only use their plan funding to buy a replacement support when they’ve received an approval from us.

If we don’t approve their request, they won’t be able to buy the support and/or ask for an internal or external review of their request.

The participant won’t be able to reapply for the same replacement support for the next 12 months.

Only items listed below can be requested as replacement supports:

• standard commercially available household items, like a washing machine or dishwasher
• smart watch
• smartphone
• tablet device
• app for accessibility and communication purposes.

To learn more about replacement supports, go to the fact sheets about Replacement Supports (external).

2.1 Help the participant to request a replacement support

You must help explain and clarify the replacement support request at the first point of contact where possible. When the participant or their authorised representative contacts you to request a replacement supports, you must:

• help them understand how to apply for a replacement support using the Form – Application for Replacement Support (external) and
• explain what a replacement support is, using fact sheets about Replacement Supports (external).

Note: Participants can provide the information to apply for a replacement support in other ways as long as we receive the same information that is on the form.

Open the form on your screen to guide the participant or authorised representative to fill in the form. You’ll need to make sure they’re including:

• their NDIS number
• which replacement support they want to request
• how much the replacement support cost
• how the replacement support will help them. For example, will it help them in the same way or more than the NDIS support(s) it’s replacing. The participant can also provide information about their lived experience to support their request.

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SGP KP Publishing – Create and action a request for a replacement support

• which NDIS support or supports in their plan they want replaced
• any other information they might like to provide.

Note: there is no requirement for participants to provide any additional information than what we ask in the form.

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SGP KP Publishing – Create and action a request for a replacement support

3 Create an enquiry case to request replacement supports

Below steps are to be used by Early Childhood Partners, Local Area Coordinators, and NCC Service Officer when creating an Enquiry case to request replacement support.

Note: NCC Service Officers must only create an Enquiry case if they’ve received a replacement support request through an email or incomplete information is provided.

1. From the Person Account, select the Details tab.
2. Select Create Enquiry. A pop-up box will appear.

3.1 Who is making the request

1. At Requested By, from the drop-down list select who’s making the enquiry.
2. At Case Origin, select how the request for replacement supports was received.
3. Select Next.

3.2 Enquiry Details

1. At Date/Time Received, select the correct date and time the request was received.
2. At Enquiry Type, select Other.
3. At Category, from the drop-down list select General.
4. At Sub Category, from the drop-down list select Information about the NDIS.
5. Select Next.

3.3 Duplicate Check

This screen will only appear if there’s an open enquiry case on the person account that has similar categorisation. You’ll need to review the Existing Case Number link to make sure you’re not duplicating an enquiry that already exists.

3.4 Risk Matrix

1. At Risk Matrix step, select Yes to see a list of risks and select all that apply. Otherwise, select No if there are no risks.
2. Select Next.

3.5 Notes and Next Steps

1. At Enquiry Notes, in the free text field provide a detailed explanation of the replacement support request you’ve received.

   Note: You’ll also need to include what you’ve discussed with the participant or their authorised representative.

2. At Enquiry Outcome, select Re-assign this enquiry to another user.

3. At Case Re-assignment Reason, select Referral to other business area.

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4. At Select User or Queue, from the drop-down list select Queue.
5. At Case Owner, select NCC Enquiry High Cost AT queue.
6. Select Next.

3.6 Review and Submit

1. At the Review and Submit step, review the information in the enquiry.
2. Select Submit.

You’ve now submitted the Enquiry case for replacement supports. This case will now go to a NCC Delegate team to triage.

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SGP KP Publishing – Create and action a request for a replacement support

4 Triage a request for replacement support

Service Delivery staff and NCC Delegates must check that the participant’s request for a replacement support meets the minimum criteria for Technical Advice and Practice Improvement Branch (TAPIB) request. Only after this has been checked can a Technical Advice case be created and submitted to make a decision.

You’ll need to check:

• the support the participant is requesting is on the list of replacement supports
• the participant has an approved plan with supports they want to replace
• the participant has contacted us to ask for a replacement support.

If the participants request doesn’t include this information, you can’t send their request to TAPIB to make a decision. You’ll need to let the participant know their request needs to include this information for us to make a decision. You should help the participant understand what evidence may be required for their request. You can help the participant to provide the extra information by referring to the fact sheets Replacement Supports (external).

Only valid requests can go through to TAPIB for a decision. Once you have a valid request, go to section Create a technical advice case for replacement support in this article.

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5 Create a technical advice case for replacement support

Below steps are only to be used by Service Delivery staff and NCC Delegates when creating a Technical Advice case for replacement support requests.

Note: If the technical advice request doesn’t relate to replacement supports, go to article Create a technical advice case.

For TAPIB to make a decision about replacement supports you’ll need to create a Technical Advice case.

1. On the right hand side of the screen, on the Case Action Bar, select Technical Advice.

   Note: This’ll open up the Advice categorisation step.

2. At Type, select the Replacement Request option from the drop down list.

3. At Category, select the Replacement Request option from the drop-down list.

4. At Does this request include restrictive practices or constraints?, select Yes or No.

5. At What specific advice do you require in relation to this request?, in the free text field provide a detailed explanation of the replacement support request.

6. Don’t select the checkbox at Select if this request relates to an AAT (Administrative Appeal Tribunal) matter.

7. At Priority, select the relevant level from the drop-down list. To learn more about priority levels, go to section Select the priority in article Understand advice categorisation in a technical advice case.

8. Select Next. This’ll take you to the Confirmation step.

9. At the Confirmation step, review and confirm the information in the request is correct.

10. Select Submit and go to section Submit a technical advice case for replacement support in this article to process the case.

    Note: You must complete the below steps to progress and finalise the case.

5.1 Submit a technical advice case for replacement support

The Technical Advice case will now be open and needs to be finalised. You must complete all the steps below before you submit the request to TAPIB. If the below steps aren’t completed the case will stay assigned to you and won’t go to TAPIB.

To progress the Technical Advice case:

1. From the Details tab, under the Case Information heading, select Edit Subject (pencil).
2. Add s10(6) in the Subject field. This’ll allow for the case to be triaged quickly to the relevant TAPIB team once the case is submitted.
3. At Prioritisation Reason, select the relevant reason from the drop-down list if the request is being prioritised.
4. Confirm the remaining information recorded in the Details tab is correct and make changes if needed.
5. Select Save.

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6. Select the Request tab to go to the Request Information step. You must complete all the mandatory fields marked with an asterisk.

   Note: Not all questions may be relevant. Answer as correctly as possible and create an Internal Note in the case to include other relevant information. Go to article [Log an activity or internal note](https://ourguidelines.ndis.gov.au/would-we-fund-it/what-does-ndis-fund).

7. At Does the request relate to the participants disability?, select Yes or No.

   Note: If you select No, you won’t be able to finalise the case.

8. At Does the support meet the reasonable and necessary criteria?, select Yes.

9. At Does the support represent value for money?, select Yes.

10. At Have you looked at the related procedures or resources for this request?, if you select:

    • Yes, you must complete additional mandatory fields marked with an asterisk.
    • No, you won’t be able to finalise the case and need to review the relevant procedures or resources before going back and selecting Yes.

11. Select Next.

12. At Has there been any risks identified that may impact the participant, nominee or NDIS associated with this complaint?, select:

    • Yes, if you do identify any risks. Go to section If you do identify risks in article [Complete the risk matrix for a technical advice case](https://ourguidelines.ndis.gov.au/would-we-fund-it/what-does-ndis-fund) to complete mandatory risk questions. Once completed go to step 13 in this article.
    • No, if you don’t identify any risks. Go to step 13 in this article.

13. Select Next to go to Upload Documents step.

14. Link documents from the Person Account or upload any documents to support the request. Go to article Add documents to a case.

    Note: You must upload the completed Form - Application for Replacement Support (external) and any supporting evidence provided at this stage.

15. Select Next to go the Summary step.

16. At Summary step review all details are correct.

17. At As the requestor, I agree that all the information presented is accurate and up to date, select Yes or No.

    Note: If you select No, an error message Please ensure that all the information presented is accurate will appear and system will not allow you to submit the case. You’ll need to correct any information that is incorrect before going to step 18.

18. Select Submit and go to section Check case is in the correct queue in this article.

5.2 Check case is in the correct queue

You must check the Technical Advice case is in the correct queue. If the request is assigned to an incorrect queue, you must manually assign it to the correct queue:

1. At the Case Owner field, select Change Owner (the person icon), The Change Case Owner screen will display.
2. At the Search Users field, select the down arrow next to the Users icon and then select Queues from the drop-down options.
3. At Search Queues, search Technical Advice Case (TAB) Routing Queue.
4. Select Change Owner. The technical advice request will now be routed to TAPIB to action.

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You have now successfully submitted the Technical Advice case for replacement supports. The technical advisor will provide their advice and close the case when completed.

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6 Provide technical advice (for technical advisor only)

Below steps are only to be used by Technical Advisors.

Before you provide advice on the replacement support request, you must review the request and supporting information, go to article Review the request information and other supporting information. Once reviewed and completed follow the steps below.

You must call and inform the participant or their authorised representative about the outcome of their request before you make a decision on their replacement support request. When you contact the participant or authorised representative, you’ll also need to discuss:

• the outcome and reasons for your decision
• that you’ll send them a letter confirming your decision

If the replacement support is approved you can talk to them about

• how they’ll claim for the support
• the decision letter can be used as evidence of approval to claim
• the fund management type if relevant

From the Technical Advice case:

1. Select the Advice tab to go to the Details step.
2. At Complexity Rating, select Short or Comprehensive from the drop-down list.
3. At Documents Referenced, in the free text field record any document(s) that’ve been uploaded by the requestor. You’ll need to review the information provided by the participant to request a replacement support.
4. Use the fact sheet about Replacement Supports (external)

to assist your decision making. You can only use the criteria for replacement supports in making your decision. These include:

• the support is a replacement support
• the support will replace a current support in the participants plan
• the replacement support costs the same or less than the support they want to replace
• the replacement support will provide the same or better outcomes
• you have considered any risk to the participant if they use the replacement support instead of the support in their plan.

5. At Advisor Option, select:

   • Replacement request is approved, if you’re approving the replacement support or
   • Replacement request is not approved, if you’re declining the replacement support.

   Note: You must call and inform the participant or their authorised representative about the outcome of their request before you make a decision on their replacement support request. Record your discussion in a Internal Note under the Activity Panel.

6. At Advisor’s additional comments, in the free text field record any additional comments, if required.

7. At Was the advice discussed with the requestor?, select Yes.

8. At Advisor Recommendation, in the free text field record your recommendations

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9. At Is there any other legislative references required?, in the free text field record any legislative references, if required.
10. At Peer Reviewer, search and select the name of the peer reviewer if required.
11. At Clearance Manager, search and select the name of your Team Leader (TL) or manager.
12. At Date Cleared, select Select Date (calander) and add the date the request was cleared by your TL or manager.
13. Select Next to go to Select Advisor Form(s) step.
14. At Please select one or more of the following advisor forms to complete for this technical advice, select box Section 10 – Replacement Supports.
15. Select Next to go to the Summary step.
16. Select Submit and the Technical Advice case will now be Closed.
17. Select Document tab and attach your technical advice. Link the document from the Person Account or upload the technical advice. Go to article Add documents to a case to learn more.
18. Go to section Create and send a manual letter in this article to create and send a manual letter.
19. If a fund management decision is required, go to section Make a fund management decision.

6.1 Create and send a manual letter

Once you’ve made a decision on the participant’s replacement support request, the decision letter won’t generate automatically. You must manually create and send the decision letter using:

• Letter – Replacement support request – Approved or
• Letter - Replacement support request – Not approved.

Note: You’ll only be able to edit specific fields in manual letters where information is required.

Once you’ve finished creating the decision letter, go to article [Send a manual letter](https://ourguidelines.ndis.gov.au/would-we-fund-it/what-does-ndis-fund) to learn how to upload and send the manual letter.

Note: Make sure you upload the letter to the Document tab of the Technical Advice case. This is the evidence that we’ve approved the replacement support request, we’ll refer to this when they claim reimbursement for the support.

6.2 Make a fund management decision

You may need to make a fund management decision if you’ve approved a replacement support and the participant’s plan or support category is Agency-managed. This is only if the support can’t be purchased from a registered provider.

To check if a fund management decision is needed, confirm with the participant if the provider they wish to buy the replacement support from is a:

• registered NDIS provider. If they’re a registered NDIS provider, a fund management decision is not required as the provider can claim from the Agency-managed plan or support category. End of process.

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• unregistered NDIS provider. If they’re not a registered NDIS provider for this support you’ll need to talk to the participant about changing their fund management type to buy the approved replacement support. Confirm with the participant if they wish to change the fund management type. Once confirmed go to section Change a fund management type for plans on PACE or Change a fund management type for plans being transitioned from SAP CRM in this article.

6.2.1 Change a fund management type for plans on PACE

Use the below steps for a participant whose plan is already on PACE.

1. Create a Plan Change case, using article [Create a plan variation (s47A) request](s47A) and assign the case to yourself to make a decision.
2. Make a decision on the plan change request, using article [[Make a plan change decision](/foi-library/releases/25ee9a6cf986-foi-24-25-1942-document-disclosure-log/document-002__make-a-plan-change-decision/)](decision).
3. Change the fund management type, using article [[Make fund management decision](/foi-library/releases/9772a92f4f49-foi-24-25-0953-documents/document-003__make-fund-management-decision/)](decision).
4. Approve the budget, using article [Finalise and approve a budget update](update).

6.2.2 Change a fund management type for plans being transitioned from SAP CRM

Use the below steps for a participant whose plan is on SAP CRM and needs to be transitioned to PACE.

1. Create a Plan Change case, using article [Create a plan reassessment (s48) request](s48) and assign the case to yourself to make a decision.

   Note: You’ll need to create the Plan Change case as CEO’s own initiative – S48.

2. Make a decision on the plan change request, using article Make a plan change decision.

3. Check information has correctly transitioned from SAP CRM, using article Check information correctly transitioned to PACE.

4. Select a streamline planning approach, using article Determine the streamlined planning approach. You’ll need to use the PCST to develop the budget using the article [Understand and update the plan conversation support tool](tool).

5. Change the draft budget, using article Change the draft budget.

6. Change the fund management type, using article Make fund management decision.

7. Approve the plan, using article Approve and generate a plan.

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