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Add and link evidence to a case

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Knowledge Article

For Internal Use Only

The contents of this document are OFFICIAL.

Add and link evidence to a case

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

This article provides guidance for a local area coordinator, early childhood partner and all NDIA staff (planner delegate, payments officer, review officer, complaints officer, participant support officer, access delegate, technical advisors, National Contact Centre, liaison officers (HLO/JLO), planner (non-partnered area), national reassessment delegate to:

  • review evidence on a person account
  • understand evidence and document types
  • add evidence to a person account or case
  • complete an Access Integrity Management (AIM) referral
  • link evidence to a case.

Recent updates

18 March 2024

Update to remind staff to delete all local copies of documents once they are uploaded in PACE. Replaced send email learning activity to new article Send an email in PACE. Replaced article Request a role to article Record a nominee request for the public guardian or trustee.

Before you start

You have read and understood:

  • Our Guideline – Applying to the NDIS (external)
  • Fact Sheet – Evidence of identity (external) (DOCX 76KB)
  • Fact sheet – What evidence you need to give us before we create your plan (external) (DOCX 101KB).

Review evidence on a person account

Before you add new evidence, it’s important to review the existing evidence on the person account.

  1. From the Person Account, select the My Profile tab.

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  1. Select the Evidence tab.

  2. View previously added evidence in the Identity Evidence and Non-Identity Evidence sections.

  3. If the evidence has already been added, go to section Link evidence to a case in this article.

Note: When you’ve viewed or uploaded evidence or identity documents in PACE, a copy will automatically be download to your computer. You must immediately delete all downloaded or saved copies of the document to protect participant privacy.

Understand evidence and document types

When you link evidence to a case, you’ll need to select an Evidence Type. Depending on the type of evidence you select, you may also need to select a Document Type.

Evidence Type – Disability

Evidence of disability may be given at any stage of the applicant or participant’s journey. Usually, this will be when an access request is submitted.

Evidence of disability can also be provided:

  • during the eligibility check stage of their application
  • when there is a change in their disability
  • when a new disability has been diagnosed.

All applications, regardless of services requested, need evidence of disability.

Evidence of disability shows how their disability impacts their day-to-day life.

We need evidence of disability to determine if the applicant meets the disability requirements. Learn more in article What evidence of disability is required?. We also use evidence of disability when creating a plan.

You need to link evidence to your justification to support the NDIS funding criteria (external).

Types of disability evidence you can link are:

  • Audiograms
  • Childhood Assessment Form (for those under 6 years old)
  • Diagnostics Reports from various health professionals
  • Functional Call

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  • Functional Capacity Reports from various health professionals
  • NDIS application form
  • NDIA Supporting Evidence form
  • Supporting Letters

Evidence Type – Early Intervention

  • Doctor’s Certificate

Evidence Type – Identity

We ask for evidence of identity to support someone becoming a participant, or an authorised representative for a participant. This can be done using the Document Verification Service (DVS) in most instances. Learn more in article Understand the Document Verification Service.

Note: Only staff who hold the controlled permission will be able to view identify documents.

Where you are unable to use the DVS process, you’ll need to seek evidence as a digital copy. For example, for a change of name.

You’ll need to have attempted to verify identity documents before you add them to the person account. To do this, go to knowledge articles:

  • Understand how to verify identity documents
  • Understand the Document Verification Service
  • Complete a Face-to-Document check.

If you’re unable to verify the document, go to article Upload evidence of identity documents.

Before you can upload identity documents, we will need a digital copy.

For partners, you’ll need to email the person from the Activity Panel in a case. Learn more.in article Send an email in PACE. Sending an email from PACE means any replies to your email with the information will return into the case.

Applicants or participants can email their identity evidence to enquiries@ndis.gov.au. This will be used to create an enquiry case in PACE which will be assigned to the my NDIS contact to add the evidence to the case within 24 hours.

Learn more about types of identity evidence you can link can in Fact Sheet – Evidence of identity (external) (DOCX 76KB).

Evidence Type – Residency

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  • Medicare Card
  • Birth Certificate
  • Doctor’s Certificate
  • Driver’s Licence

Evidence Type – Consent

  • Applicant Consent
  • Participant Consent

Evidence Type – Authority Consent

You won’t have to select a document type for authority consent evidence.

Evidence Type – Request

  • Bank Account Request

Evidence Type – Authority

  • Authority Definition

Evidence Type – Any

  • Medicare Card
  • Applicant Consent
  • Authority Definition
  • Bank Account Request
  • Birth Certificate
  • Doctor’s Certificate
  • Driver’s Licence
  • Participant Consent

Evidence Type – Legal Order

  • Court Order
  • Tribunal Order

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  • Guardianship
  • Administration order

Evidence Type – Age

You won’t have to select a document type for evidence of age.

Evidence Type – Report

  • Implementation Report
  • Progress Report

Learn more in article Understand implementation and progress reports in request for service.

Evidence Type – Leaving the NDIS

  • Confirmation participant is deceased
  • Confirmation participant is receiving aged care services
  • Written request to leave the NDIS

Add evidence to a person account or case

  1. To add evidence from:
  • the Person Account, select the My Profile tab, then select the Evidence tab.
  • the case you’re linking the evidence to, select the Evidence tab. Note: Some cases may not have an Evidence tab but still require you to add evidence.
  • For a Technical Advice case, add evidence in the Request tab at Upload Documents.
  • For a Manage Authorised Representative case, add evidence in the Authority Details tab at Evidence. If an empty pop-up window appears, close it and open the tab. Select Previous and then Next. This will refresh the evidence. Or you can refresh the browser. If you select this option, you will need to re-enter all the information in Authority Details again.

  1. Select Add Evidence.

  2. Select the Evidence Type from the drop-down list.

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  1. Select the Document Type from the drop-down list.

  2. Select Next.

  3. At the Enter Document Details screen, enter the Document Identifier. This is the ID reference of the evidence document.

  4. Optional – Select a name at Evidence is also related to. You only need to do this when evidence is also relevant to a related contact. You can view these on the Relationships tab of the Person Account.

  5. Enter an Evidence Description in the free text field. This should be a full description of the piece of evidence.

  6. Select Date (calendar) for Date Received. This will display today’s date.

  7. Select Date (calendar) for Expiry Date, if required.

  8. Some evidence types require additional information. If your evidence type is:

  • Disability, go to section Disability related evidence in this article
  • Identity, go to article Upload evidence of identity documents
  • Legal Order, go to section Legal Order related evidence in this article.
  1. National Access Team only: Use the drop-down list if you need to refer this document to an AIM specialist?. Refer a document to Access Integrity Management (AIM) if you believe it might have integrity concerns or can’t be verified.
  • If you select Yes, you’ll need to complete an AIM referral. Go to section Complete an Access Integrity Management (AIM) referral in this article.
  1. Select the Attachments you wish to link to the evidence by selecting the document.

Note: If the document is not in the attachments table, you’ll need to add it before you can continue. Select Add Documents and go to article Add documents to a case.

  1. From the Link Document screen, select Link.

  2. After you’ve linked the document, select Refresh.

  3. Close the Link Document screen.

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  1. The attachment will show a ticked checkbox in the Linked to Evidence column.

Note: For a Manage Authorised Representative case, if you selected Link for a document, but the system shows the document needs to be attached and an error message appears, select Previous and then Next again. This will refresh the evidence. Or you can refresh the browser. If you select this option, you’ll need to re-enter all the information in Authority Details again.

  1. Select Submit.

  2. If you need to complete an AIM referral, go to section Complete an Access Integrity Management (AIM) referral in this article. Otherwise, go to section Link evidence to a case in this article.

If you need to delete a document, go to article Delete a document from PACE.

  1. National Access Team only: Use the drop-down list if you need to refer this document to an AIM specialist? Refer a document to Access Integrity Management (AIM) if you believe it might have integrity concerns or can’t be verified.

  2. If you select Yes, you’ll need to complete an AIM referral. Go to section Complete an Access Integrity Management (AIM) referral in this article.

  3. At Health Professional Details, enter First Name and Last Name.

  4. Enter the AHPRA Number for the treating health professional. The AHPRA Registration number format is 3 letters followed by 10 numbers. For example, MED0000000001. The record is not applicable if the health professional does not have an APHRA number.

  5. Select the Attachments you wish to link to the evidence by selecting the document.

Note: If the document is not in the attachments table, you’ll need to add it before you can continue. Select Add Documents and go to article Add documents to a case.

  1. From the Link Document screen, select Link.

  2. After you’ve linked the document, select Refresh.

  3. Close the Link Document screen.

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  1. The attachment will show a ticked checkbox in the Linked to Evidence column.

  2. Select Submit.

  3. If you need to complete an AIM referral, go to section Complete an Access Integrity Management (AIM) referral in this article. Otherwise, go to section Link evidence to a case in this article.

  1. Select Date (calendar) for Effective From Date.

  2. Select Nature of Order from the drop-down list.

  3. Select the State or Territory the Legal order was made from the drop-down list.

  4. Enter the Document Name in the free text field.

  5. Add any Document Notes.

  6. Select Date (calendar) for Start Date.

  7. Select Date (calendar) for End Date.

  8. Select the Attachments you wish to link to the evidence by selecting the document.

Note: If the document is not in the attachments table, you’ll need to add it before you can continue. Select Add Documents and go to article Add document to a case.

  1. From the Link Document screen, select Link.

  2. After you’ve linked the document, select Refresh.

  3. Close the Link Document screen.

  4. The attachment will show a ticked checkbox in the Linked to Evidence column.

Note: For a Manage Authorised Representative case, if you selected Link for a document, but the system shows the document needs to be attached and an error message appears, select Previous and then Next again. This will refresh the evidence. Or you can refresh the browser. If you select this option, you’ll need to re-enter all the information in Authority Details again.

  1. Select Submit.

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  1. Go to section Link evidence to a case in this article. Note: If you need to add a new relationship to the Person Account based on the legal order, go to article Record a nominee request for the public guardian or trustee.

If you need to delete a document, go to article Delete a document from PACE.

Complete an Access Integrity Management (AIM) referral

This process is for the National Access Team only. Do not refer evidence to AIM that is not related to an access request or decision.

  1. Select the Referral Reason from the drop-down list.

  2. Add any Other Details in the free text field about why you are requesting the referral.

  3. Select Next.

  4. From AIM Referral (Account) Completed, you can now close the pop-up screen.

  5. Go to section Link evidence to a case in this article.

Linked evidence can be used across a range of cases. For example, to support an access request or to support your justification when adding support categories to a draft budget.

  1. From the case where you’re linking the evidence, select the Evidence tab. Note: Some cases may not have an Evidence tab but still require you add evidence.
  • For a Technical Advice case, add evidence at the Upload Documents step on the Request tab.
  • For a Manage Authorise Representative case, you’ll need to add evidence at the Evidence step on the Authority Details tab

  1. From the Manage Evidence screen, find the evidence you want to link to the case.

  2. Select View to review the information in the evidence. Edit any fields if needed, and select Submit.

  3. Select the toggle button next to Link to case.

  4. The button will update to display a tick and appear as Linked.

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Article labels – internal use only

PACE user role names

This article relates to the following roles:

  • dc_users_accessdelegate
  • dc_users_complaintsofficer
  • dc_users_earlychildhoodpartner
  • dc_users_internalreviewdelegate
  • dc_users_liaisonofficershlo/jlo
  • dc_users_localareacoordinator
  • dc_users_nationalreassessmentdelegate
  • dc_users_nationalcontactcentre
  • dc_users_participantsupportofficer
  • dc_users_paymentsofficer
  • dc_users_plannerdelegate
  • dc_users_plannernonpartneredarea

Article Topic

This article relates to the following topic:

  • t_evidence

Case names

You can use this guidance for the:

  • dc_case_accessrequest
  • dc_case_checkin
  • dc_case_eligibilityreassessment
  • dc_case_evidenceextension
  • dc_case_feedbackandcomplaints
  • dc_case_housingapplication
  • dc_case_internalreview

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FOFHICSAIZ54

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For Internal Use Only

  • dc_case_leavingthendis
  • dc_case_manageauthorisedrepresentative
  • dc_case_participantbudgetupdate
  • dc_case_planapproval
  • dc_case_planchange
  • dc_case_technicaladvice

Ownership

This document is owned by:

  • own_sgplanchangesandconnections

Version control

Version Amended by Brief Description of Change Status Date
1.0 JSO0082 Class 1 Approval APPROVED 2023-10-19
2.0 redacted: EMN960 Class 1 approval.

Transfer work instruction WI Managing Authorised Representative evidence screen issues to knowledge article.		 APPROVED 2023-12-19
2.1 POM825 Added link to new article Delete a document from PACE. Minor language updates. DRAFT 2023-12-22
2.2 KPL642 Peer review DRAFT 2024-01-09
2.3 POM825 Actioned peer review feedback DRAFT 2024-01-10
2.4 KPL642 Action VT Review

Number of long sentences: 14 (5.13%)

Number of Passive Sentences: 18 (6.59%)

Readability: 49

AJG505		 DRAFT 2024-01-11

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Grade Level: 8.3

AD review

| 3.0 | ED0024 | Class 1 Approval | APPROVED | 2024-01-25 | | | | Minor Updates to restructure and to include reference to new KA – Delete a document in PACE | | | | 3.1 | SGH107 | Added link to new article Send an email in PACE and removed send email learning activity. Replaced article Request a role to article Record a nominee request for the public guardian or trustee. Updated reminder to destroy all local copies of document. | DRAFT | 2024-02-19 | | 3.2 | BCK161 | Peer review | DRAFT | 2024-02-20 | | 3.3 | SGH107 | Actioned peer review feedback. | DRAFT | 2024-02-20 | | 3.4 | SGH107 | Action VT Review

Number of long sentences: 14 (5.13%)

Number of Passive Sentences: 18 (6.59%)

Readability: 49

Grade Level: 8.3 | DRAFT | 2024-02-21 | | 3.5 | EJW711 | EL1 review | DRAFT | 2024-03-04 | | 3.6 | SGH107 | Action EL1 review feedback | DRAFT | 2024-03-04 | | 3.7 | EJW711 | EL1 review | DRAFT | 2024-03-05 | | 3.8 | JS0082 | EL2 Approval pending comments

SGH107 Actioned EL2 comments. Sent for Quality Check | DRAFT | 2024-03-08 | | 4.0 | JS0082 | Class 1 approval | APPROVED | 2024-03-08 |

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