NDIA Accountability Project

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Create a person account

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The contents of this document are OFFICIAL.

Create a person account

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

This article provides guidance for all NDIA staff and partners to:

  • understand when to create a person account
  • understand consent when creating a person account
  • check if an account already exists
  • create a person account.

Recent updates

16 September 2024

Article updated to remove interim guidance for creating a person account for an organisation. This was part of the interim process for recording consent for a support coordinator or psychosocial recovery coach to act on behalf of the participant. Staff should now refer to article Record or update consent for a support coordinator or psychosocial recovery coach to act on behalf of the participant.

Before you start

You have been asked to create a person account.

When to create a person account

You can create a person account when:

  • a person first contacts a local area coordinator, early childhood partner, the National Contact Centre, or an NDIS office for information about the NDIS
  • an applicant requests access to the NDIS
  • a contact isn’t already recorded, for example a nominee, child representative or other contact

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  • a person asks to receive community connections or early supports. For more information read articles Make connections and record information gathered in the community connections case or Understand early connections.

Note: The records you create, manage, and maintain are protected Agency information.

Before creating a person account, you don’t need consent from:

  • a person
  • their nominee, or
  • their child representative.

However, it’s best practice to tell the person that you’ll record their details in our system. You must ask for consent from the person identified in the account before sharing their information with an external third party. For example, when making a referral to a non-partner community organisation. Read article Applicant consent to share information.

You must record details of the person’s consent they have given us in their person account. Read articles:

  • Consent to use Centrelink information
  • Applicant consent to collect information
  • Applicant consent to share information
  • Consent to use document verification service.

Check if an account already exists

The person account you want to create may already exist. You must use this check to make sure you don’t create a duplicate account.

Note: When searching for a duplicate account, you must check the account type to confirm if it belongs to an individual or an organisation. You should never change account types from one to the other. You may find a person that represents an organisation is also a participant and would therefore have two, person account records.

Duplicate Check

  1. Select Advanced Person Search in the bottom left corner of the screen. You must use the Advanced Person Search to check for duplicate accounts. You can’t rely on the

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Duplicate Check in the Create a Person Account case as it won’t show accounts with restricted access.

  1. At Please select account type, select Person Account.

  2. Select Next.

  3. Enter as much information as possible for the person you’re creating the account for. First Name and Last Name are mandatory.

  4. Select Search.

  5. Review any results for duplicate accounts.

If there’s no existing account

  1. Select Create New Person Account.

  2. Select Create Requested by.

  3. Select a Create Reason. If the reason is Other, complete the additional box with information about the reason.

  4. Select Submit. This will create a Create Person Account case.

  5. Minimise the Advanced Person Search screen.

  6. Select the Create Person Account tab.

  7. The Duplicate Check screen opens. Go to section Confirm a Duplicate Check.

If there’s an existing account for the person

Use the existing account. Don’t create a new account.

If there’s more than one existing account for the person

Read article Manage a duplicate person account.

Create a person account

Confirm duplicate check

You’ll have already searched for duplicate accounts following steps in section Check if a record already exists. You still need to complete the steps below to create a new record. You must use the Advanced Person Search to check for duplicate accounts. You can’t rely on

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the Duplicate Check in the Create a Person Account case as it won’t show accounts with restricted access.

  1. On the Duplicate Check screen, enter as much information as possible for the person you’re creating the account for. First Name and Last Name are mandatory.

Note: Completing additional fields will return better search results.

  1. Select Search.

  2. Review any results for potential duplicate accounts.

If there aren’t any potential duplicates

  1. Select Next. You’ll move to the Person Details screen.

  2. Go to section Person Details to continue creating the person account.

If there’s a potential duplicate – different person

  1. At Potential duplicates found above. Would you still like to create a new Person Account?, select Yes.

  2. Select Next. You’ll move to the Person Details screen.

  3. Go to section Person Details to continue creating the person account.

If there’s a potential duplicate – same person

  1. At Potential duplicates found above. Would you still like to create a new Person Account?, select No.

  2. Select Next. PACE will automatically close the case.

Complete Person Details

  1. Add Legal Name information for the person account you’re creating. First Name and Last Name are mandatory.

Note: The first, middle and last names that you enter should always match the person’s full legal name. When entering the person’s name, make sure you spell and use capitalisation correctly. If names are spelt with all capitals or all lowercase letters, this will be visible in PACE and correspondence.

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If you’re updating a person’s legal first, middle or last name, make sure you’ve confirmed the person’s identity with the correct evidence, such as a linking document. Use article Understand how to verify identity documents. To learn more about evidence, read Fact sheet – Evidence of identity (external).

  1. Enter the person’s Preferred Name if they prefer to be called by a different name.

  2. Ask the person if they have a Preferred Pronoun. You can also ask the person How do you describe your gender?

  3. If the person has ever used or been known by another name, select Yes. Enter Previous Name and select the Type of Name.

  4. If the person identifies by a name that isn’t their legal name, complete this in the Identifies as section.

  5. Select if the person is of Aboriginal or Torres Strait Islander origin. Read article Guide – Aboriginal and Torres Strait Islander supports.

  6. Select Country of Birth, if known.

  7. If the person identifies as Culturally and Linguistically Diverse, select the check box.

  8. Record the person’s Date of birth. Where you can’t accurately record a date of birth, select Is the date of birth estimated?

  9. Select Living Alone if the participant currently lives alone. Read article Living alone – participant vulnerability.

  10. In the Tier role drop-down list, select Person with Disability or Not Applicable.

  11. Select Next.

Complete Address Details

  1. In the Home Address section, select the box if the person has No Fixed Address. You should also log an activity to record this information. For more information, read articles Log an activity or internal note and Record an address – temporary accommodation and homelessness.

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Note: If you need to select No Fixed Address, you’ll still need to enter some information in the Home Address and Postal Address fields. If the person has no fixed address, talk to them about recording a postal address, for example a support agency. This means the person can receive letters from us.

  1. Start to type the person’s address into the Address field. Select the correct address from the list. If the address doesn’t appear, or the auto-fill information is incorrect, select Override Retrieved Address. This will allow you to manually enter or correct the address information.

Important: If you need to use the Override Retrieved Address function in PACE, the Local Government Authority (LGA) won’t automatically populate. You must confirm the correct LGA and manually type it into the field.

When you manually update address details in the Override Retrieved Address screen, you’ll need to wait 24 hours for the modified monash model (MMM) to recognise the changes. If MMM doesn’t accept the changes, PACE will trigger a report to the office of the chief information officier (OCIO) to resolve within 24 hours. An alert will be visible on the person record to let you know the issue has been reported.

A MMM rating is used to define whether a participant’s home address is metropolitan, rural, remote or very remote. The MMM rating for participants in remote and very remote areas will automatically override with the MMM rating. This override happens when there’s activity in the participant’s PACE record and only applies to participants living in remote or very remote areas. For more information on how the MMM is used by government agencies go to Modified Monash Model (external).

The MMM override tool in PACE won’t work for an incorrect address. This means any provider claims will reject automatically, and correspondence may not generate if the address is incorrect.

Note: Once MMM has accepted the updated address details, you’ll need to wait 24 hours before creating a draft budget for new plans. This ensures the right information is on the participants record. If you’ve updated an existing participant’s record using the MMM override tool, you’ll need to generate a plan change request. Read article Prepare to submit a plan change request.

  1. Select Confirm Address and the required fields will auto-fill.

  2. Select the Description drop-down and select the type of residence for this address. Read article Address description definitions.

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  1. In the Postal Address section, select the check box if the Postal Address is the same as the Home Address. Otherwise, complete the fields as required.

  2. Record any other known addresses for the person at Work Address or Alternate Home Address.

  3. Select Next.

Complete Communication Preferences

  1. Select the Primary Contact Method. This is a mandatory field, even when you select the Do Not Contact check box.

If the person doesn’t want contact from us:

  1. Select Do Not Contact check box at the bottom of the screen.

  2. Select a Do Not Contact Initiation Reason, then enter a Do Not Contact Reason Description in the free-text field.

  3. Select Next.

Otherwise:

  1. Confirm if the person wants to be contacted for surveys. At Contact for surveys, select or unselect the box. For more information about surveys read article Explain NDIS surveys.

  2. Fill in the other relevant fields and select Next.

Note: The contact details you enter must belong to the person you’re creating the account for.

Complete Correspondence Preferences

  1. Complete the Standard Preferences for correspondence.

  2. Complete the Plan Preferences for correspondence.

  3. Select Stop All Correspondence check box at the bottom of the screen if:

  • the person doesn’t want to receive correspondence

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  • you need to stop correspondence being sent to the person.

For more information read article Manually stop or start correspondence to a person or authorised representative.

  1. Select Next.

Complete Additional Information

  1. At Do you wish to enter details for any of the following? If available, add any additional information to the Person Account. The options are:
  • Housing & Accommodation
  • Relationship Information. Read article Add or cancel a relationship
  • Residency & Visa Information. Read article Understand age and residence evidence
  • Consents. Read articles: Consent to use Centrelink information, Applicant consent to collect information, Applicant consent to share information and Consent to use document verification service
  • MyNDIS Contact. Read articles: Understand and check the my NDIS contact and Update the my NDIS contact
  • Disabilities. Read article Applicant - record disability conditions and impairments.
  1. Select Next.

Review and submit

  1. Review the information. If it’s correct, select Submit.

  2. Select Previous to make any changes.

Next steps

  1. To make updates after you create the person account, read article Update a person account.

  2. You must log an activity if you’ve had contact with a person with disability, participant, their provider, or authorised representative. Use article Log an activity or internal note.

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  1. Record any additional relevant information you collect when dealing with the person including:
  • inbound documents
  • alerts
  • referrals
  • feedback
  • request to access NDIS
  • request for restricted access.

Article labels – internal use only

PACE user role names

Add:

Delete:

Topics

Add:

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Case names

Add:

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Ownership

Add:

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Version control

Version Amended by Brief Description of Change Status Date
4.0 EMN960 Class 1 approval APPROVED 2023-11-21
5.0 EMN960 EL2 review and approval to QA and publish APPROVED 2023-12-18
6.0 CW0032 BM approval to publish APPROVED 2024-02-26
7.0 Cwo0032 BM approval to publish APPROVED 2024-03-12
8.0 JC0088 BM Class 2 Approval APPROVED 2024-04-29
9.0 JC0088 Class 2 approval.

Update to include a new section for creating a person account for an organisation.		 APPROVED 2024-05-20
10.0 IIW664 Class 1 approval.

Update to remove interim guidance for creating a person account for an organisation.

Note added to remind staff to correctly spell names in PACE.

DID NOT PROCEED:

Did not proceed because FB416 was delayed until 2 sept and an urgent update was required before 2nd September. See version 10.0 APPROVED 2024-07-23.

This content in this document will be used from version 10.1 and will become version 11.0.		 APPROVED 2024-07-15
11.0 IIW664 Class1 approved. APPROVED 2024-08-22

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