NDIA Accountability Project

This project is in DRAFT

Complete a Verbal Access Request (VAR)

‹ PrevPage 1 of 31 · Source p. 12Next ›

FOI 24/25-0113

OFFICIAL

Standard Operating Procedure

For Internal Use Only

The contents of this document are OFFICIAL.

Complete a Verbal Access Request (VAR)

This Standard Operating Procedure (SOP) will help you complete a verbal access request with an applicant (or their representative).

1. Recent updates

Date What’s changed
June 2023 • Guidance added to help you communicate respectfully when someone’s name or gender does not match their identity documents.
• Note added to remind you that legal name must be used when checking the Centrelink system.
April 2022 • New SOP format to align with Our Guidelines refresh. SOPs include process information only. Use Our Guidelines to help you make decisions and refer to Related procedures or resources.
• Guidance updated to align with Our Guideline — Applying to the NDIS.
• link to Our Guideline — Your privacy and information
• link to Our Guideline — Child representatives
• minor updates to language, formatting and removed unnecessary capitals.

2. Checklist

Topic Checklist
Pre-requisites You have:

[ ] read and understood Our Guideline — Applying to the NDIS
[ ] read and understood Our Guideline — Your privacy and information

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 1 of 31

This document is uncontrolled when printed

OFFICIAL Page 12 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Topic Checklist
[ ] read and understood Our Guideline — Child representatives
[ ] checked the applicant has a record in the business system.
[ ] followed instructions in Standard Operating Procedure — Complete NDIS application tasks.
[ ] received a work item to progress a verbal access request (VAR).
Action [ ] 3.1 Verify defined program status
[ ] 3.2 Identify contact person and make outbound call
[ ] 3.3 Check authority to make an access request for a child
[ ] 3.4 Check authority to make an access request for an adult
[ ] 3.5 Explain collection, use and disclosure of personal information
[ ] 3.6 Obtain consent for collection of information from third parties
[ ] 3.7 Obtain Centrelink consent
[ ] 3.8 Enter/update personal details
[ ] 3.9 Add contacts
[ ] 3.10 Verify age and residence details
[ ] 3.11 Generate/select access application
[ ] 3.12 Complete enter the Access Request Form task
[ ] 3.13 Record compensation details (if required)
□ 3.14 Complete request evidence documents task
□ 3.15 Read verbal declaration
□ 3.16 End call

3. Procedure

Note: If the applicant has an internal review or Administrative Appeals Tribunal (AAT) case in progress, they cannot re-apply to the NDIS until the review decision has been finalised (S19(2) of the NDIS Act).

3.1 Verify defined program status

  1. In the NDIS Account screen: Select Internal Use.
  2. Select > next to State and Territory Load Data.
  3. If Yes next to Defined in Program: The applicant is from a Defined program.
  4. If No next to Defined in Program: The applicant is from a Non-Defined program or has a ‘New’ access request.

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 2 of 31

This document is uncontrolled when printed

OFFICIAL Page 13 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Phase in Date: 01.01.2016 Phase in Quarter: New Defined in Program: No Classification:

3.1.1 If Non-Defined or New

  1. Go to Step 3.2: Identify contact person and make outbound call.
  2. Note: Defined programs in WA are still transitioning to the NDIS (until 30 June 2023). All other applicants are ‘New’ as the state and Commonwealth funding has ceased.

3.1.2 If Defined

  1. Refer to Standard Operating Procedure – Complete a verbal access request (VAR) – defined – WA.

3.2 Identify contact person and make outbound call

  1. If you have existing information about an authorised representative or parent, check their details before calling to streamline the VAR process. Refer to Our Guideline – Your privacy and information and Our Guideline – Child representatives for support with decision making about the authority of an applicant’s representatives. Refer to Standard Operating Procedure – Identify authorised representatives at access for work instructions.

3.2.1 Contact the person

  1. Refer to Standard Operating Procedure – Send SMS using Whispir messenger to send ‘Contact attempt SMS template’ to advise you will be calling.

    Note: Only send this SMS before your first attempt to call the person.

  2. Do not contact the person by SMS if the person has told the agency that they do not consent to this form of communication.

  3. Make 3 telephone contact attempts (a maximum of 2 calls per day, at different times of day) to the applicant or their representative. If you reach their voicemail and the person identifies themselves, leave a brief message requesting they contact the NDIA on 1800 800 110.

3.2.2 If all 3 contact attempts are unsuccessful

  1. Refer to Standard Operating Procedure – Send SMS using Whispir messenger to send ‘Unsuccessful contact attempt’ SMS to advise you tried to call.

    Note: Only send this SMS after you make all required call attempts.

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 3 of 31

This document is uncontrolled when printed

OFFICIAL Page 14 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Do not contact the person by SMS if the person has told the agency that they do not consent to this form of communication.

3.2.3 If the call is answered

  1. Identify if you are speaking with the applicant or their representative:
  • Hello, my name is ___________. Is <Applicant / Representative> available?
  • Advise that you are calling from the NDIA.

3.2.4 If person needs an interpreter

  1. If needed, call back via an interpreter following the instructions in Standard Operating Procedure — Assist the participant with their preferred method of communication.

3.2.5 If person is the applicant

  1. Go to Step 3.5: Explain collection, use and disclosure of personal information.

3.2.6 If person is someone other than the applicant

  1. In the NDIS Account screen: Select Details.
  2. Select Consent.
  3. View the Details of the Authorised Representative field to determine:
  • If the person’s name is listed as a legally authorised or an authorised representative
  • The nature of the relationship
  • The scope of the legal authority to act or the consent to act as an authorised representative
  • How the evidence of legal authority or the consent to act was provided.

Overview Contacts Details Interactions Appointments Feedback My Requests Payment En… Pathway

∨ Consent

Consent to use: [ ] CRN:
Collect personal information from an authorised representative: Yes
* Details of Authorised Representative: Name: redacted: s47F - personal privacy
Relationship: redacted: s47F - personal privacy
Consent: Prospective participant provided express consent for access purposes
How was consent provided: Written consent attached to record on 23/07/2019

3.2.6.1 If listed as an authorised representative

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 4 of 31

This document is uncontrolled when printed

OFFICIAL Page 15 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  1. Go to Step 3.5: Explain collection, use and disclosure of personal information.

Note: You do not need to take further steps to confirm the representative’s authority, as this has already been done.

If not listed as an authorised representative and the applicant is a child

  1. Go to Step 3.3: Check authority to make an access request for a child.

If not listed as an authorised representative and the applicant is an adult

  1. Go to Step 3.4: Check authority to make an access request for an adult.

3.3 Check authority to make an access request for a child

Note: You must confirm the representative’s authority to act on behalf of the child before starting a VAR.

For children aged 0–17:

Make sure you are speaking with the person who has parental responsibility for an applicant aged under 18. This usually means:

  • the child’s parent (as long as they have not ceased to have parental responsibility for the child because of a court order or under a State or Territory law), or
  • the child’s legal guardian, or
  • the person identified in a parenting order.

A step-parent does not have legal authority to act on behalf of the child unless they have legally adopted the child.

You can find more information to decide who has legal authority to act on behalf of a child in Our Guideline – Child representatives, including the documents you may need to confirm their authority. Refer to Standard Operating Procedure – Identify authorised representatives at access for work instructions.

3.3.1 Consider person’s relationship to the child

If the person is the child’s parent

  1. Go to Step 3.3.2: Consider if the person is a parent, but another guardian has been formally appointed in their place.

If the person is someone other than the child’s parent

  1. Go to Step 3.3.4: Consider nature of authority to act when the person is not a parent.

3.3.2 Consider if the person is a parent, but another guardian has been formally appointed in their place

  1. Ask the person:

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 5 of 31

This document is uncontrolled when printed

OFFICIAL Page 16 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  • Has any other person been formally appointed as <Child’s> legal guardian? For example, are there any guardianship in place for ?
  • Yes: Another legal guardian has been appointed (collapsible heading)
  • No: Another legal guardian has not been appointed (collapsible heading)

3.3.3 Consider if person is a parent, but parental responsibility has ceased under a court order

  1. Ask the person:
  • Have you ceased to have parental responsibility for under any orders of the court?
  • Yes: Parental responsibility has ceased under a court order (collapsible heading)
  • No: Parental responsibility has not ceased under a court order (collapsible heading)

3.3.4 Consider nature of authority to act when the person is not a parent

  1. Ask the person:
  • What is the nature of your authority to act on <Child’s> behalf?
  • If person is not a parent, but states they are the child’s legal guardian (collapsible heading)
  • If person is not the child’s legal guardian (collapsible heading)

3.4 Check authority to make an access request for an adult

Note: You must confirm the representative’s authority to act on behalf of the applicant before starting a VAR.

For adults (aged 18 and over)

If the applicant is aged 18 or over, make sure you are speaking with them directly, or with someone who has legal authority to act on their behalf. This includes:

  • a guardian
  • a public guardian
  • an enduring guardian
  • an enduring power of attorney (personal/medical/health)
  • an advance care directive or appointment (if their power covers such a decision).

Before starting a VAR, you must ask a representative to provide written evidence of their legal authority. For example, a copy of the guardianship order or enduring power of attorney.

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 6 of 31

This document is uncontrolled when printed

OFFICIAL Page 17 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

You can find more information about who has authority to act on behalf of an applicant in Our Guideline – Your privacy and information, and the documents they need to provide, in the Standard Operating Procedure – Identify authorised representatives at access.

3.4.1 Consider the nature of authority to act

  1. Ask the person:
  • Can you please confirm your full name and your relationship to ?
  • What is the nature of your authority to act on <Applicant’s> behalf?
  • If the person advises they are a legal representative (collapsible heading)
  • If person advises they have no legal authority (e.g. they are not a guardian) (collapsible heading)
  • If the applicant’s consent is confirmed (collapsible heading)
  • If the applicant is not available (collapsible heading)
  • If person advises they have no legal authority and there is no consent (collapsible heading) from the applicant for the person to act on their behalf.

3.5 Explain collection, use and disclosure of personal information

Note: We collect consent to contact other people who can provide personal and health information about the applicant. This is called third party consent. Third parties can help to determine whether the applicant meets the eligibility requirements and, if they become a participant, to develop and implement their NDIS plan. Third parties may include health and medical practitioners, service providers, group home personnel, or other government agencies.

  1. Advise the person:
  • During this call, I will ask some questions about <you / Applicant> to start an access request for the NDIS.
  • As part of this process, I will explain why I am collecting <your / Applicant’s> information and how it will be used.
  • We collect <your / Applicant’s> personal and sensitive information to decide if <you / they> are eligible for the NDIS. If <you are / Applicant is> eligible, we will use this information to help develop, implement and review <your / their> NDIS plan and do other things related to the NDIS.

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 7 of 31

This document is uncontrolled when printed

OFFICIAL Page 18 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  • We will collect information directly from <you / Applicant> unless it is not practical to do so. We can also collect <your / their> information from others when it is allowed under a law. Sometimes we may need to:
    • collect <your / their> personal and sensitive information from other people, and
    • disclose <your / their> personal information to other people.
  • We need your consent to share this information with other people to help us to decide whether <you are / Applicant is> eligible for the NDIS and, if so, to help make <your / their> NDIS plan. These other people are called third parties, and they may be a family member, representative, nominee, treating professional, support worker, community partner or other state, territory or Commonwealth Government agencies.
  • <Do you / Does Applicant> live in Shared Supported Accommodation? For example, a home shared with other people with disabilities that includes shared support from paid staff.
  • Yes: As <you live / Applicant lives> in a group home, we may also disclose <your / their> personal information to personnel employed within the group home. This enables us to collect further personal information about <you / Applicant> to support the development of <your / their> NDIS plan if <you / they> become a participant.
  • If <you have / Applicant has> received any compensation payments because of <your / their> disability, we need consent to collect and disclose personal and sensitive information from <your / their> legal representative about the compensation matter. This will help us develop an NDIS plan if <you / they> become a participant.
  • If we do not collect <your / Applicant’s> personal and sensitive information, we may not be able to decide <your / their> eligibility for the NDIS or assist <you / them> with preparing and implementing an NDIS plan.
  • You can find out more about how we collect, use and disclose personal and sensitive information by visiting our online Privacy Notice and Privacy Policy. You can also contact our Privacy Officer on privacy@ndis.gov.au. You can ask for help to access <your / Applicant’s> personal and sensitive information, or make a

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 8 of 31

This document is uncontrolled when printed

OFFICIAL Page 19 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

complaint about the handling of this information by visiting our online Feedback and Complaints page.

  1. In the NDIS Account screen: Select Details.
  2. Select Consent.
  1. Ask the person:
  • I will now ask you to confirm that you consent to us collecting <your / Applicant’s> information including from third parties, for the purposes of determining whether <you / Applicant> meet/s the eligibility requirements for the NDIS and to help develop or implement <your / their> NDIS plan if <you / they> become a participant.
  • Do you give your consent for us to contact <your / Applicant’s> health professionals, service providers and schools where relevant, to collect information about <you / them>?
  1. In Contact health professionals, service providers and schools where relevant, to collect information about you: Select Yes.
  1. In Contact health professionals, service providers and schools where relevant, to collect information about you: Leave radio button as No.
  1. Ask the person:
  • Do you give your consent for us to share information about <you / Applicant> with identified third parties to help with developing and implementing <your / their> plan?
  1. In Share information about you with identified third parties to help with developing and implementing your plan: Select Yes.

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 9 of 31

This document is uncontrolled when printed

OFFICIAL Page 20 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  1. In Share information about you with identified third parties to help with developing and implementing your plan: Leave radio button as No.
  2. Select Submit.
  1. Advise the person:
  • We will also need to confirm <your / Applicant’s> age and residence information.
  • The easiest way to do this is by you providing consent for us to access <your / Applicant’s> Centrelink record.

If applicant is an adult:

  • Do you consent to us using <your / Applicant’s> Centrelink record to obtain information about <your / their> age and residence for NDIA purposes?

If applicant is a child:

  • As is a child, I will also need to access your Centrelink record for the purposes of confirming <Applicant’s> age and residence. This is because your Centrelink record and <Applicant’s> record are linked. Do you consent to us accessing your Centrelink record to confirm <Applicant’s> age and residence?
  • Thank you. Are you please able to tell me the CRN number?
  1. In the NDIS Account screen: Select Details.
  2. Select Edit.
  3. Select Consent.
  4. In Consent to Use: Select Centrelink.
  5. In CRN: Enter the CRN (if available).

∨ Consent
Consent to use: Centrelink
CRN: redacted: s47F - personal privacy
  1. Select Submit.

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 10 of 31

This document is uncontrolled when printed

OFFICIAL Page 21 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Note: If the applicant provided consent to use Centrelink but did not provide their CRN, you will search for this information later.

3.8 Enter/update personal details

  1. Advise the person:
  • Thank you. I am now going to confirm some further details with you.

3.8.1 Ask for the applicant’s information, and update as required:

  1. In the NDIS Account screen: Select Details.
  2. Select Edit.
  3. Select Personal Details.
  4. Ask for information to complete the relevant fields in:
  • Name: Confirm spelling is correct
  • Preferred Name
  • Gender: Confirm person’s gender using the drop-down options Note: Someone’s preferred name and gender identity may differ from their identity documentation. It is important to be aware of this and to be respectful during your conversation with them. You should also check their pronouns to make sure you refer to them in the correct way. You can find more information in Fact sheet — Updating your name, pronouns, and information about your gender.
  • Date of Birth
  • Indigenous Origin: Ask if the person is of Aboriginal or Torres Islander origin and select the appropriate response
  • Australian South Sea Islander: Ask if the person is of Australian South Sea Islander origin and select the appropriate response

∨ Personal Details
Title: redacted: s47F - personal privacy
* First Name: redacted: s47F - personal privacy
Middle Name:
* Last Name: redacted: s47F - personal privacy
Preferred Name:
* Gender: redacted: s47F - personal privacy
* Date of Birth: redacted: s47F - personal privacy
Date of Birth Estimated: No
Is Deceased: No
Date of Death:
Indigenous Origin: redacted: s47F - personal privacy
Australian South Sea Islander: redacted: s47F - personal privacy

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 11 of 31

This document is uncontrolled when printed

OFFICIAL Page 22 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

3.8.2 Confirm/update Residence Details

  1. Select Residence Details.
  2. Ask for information to complete the relevant fields in:
  • Country of Birth
  • Living in Australia permanently
  • Australian Citizen
  • Visa Subclass: Select from the drop-down menu if not Australian citizen

∨ Residence Details
Country of Birth: Australia
Living in Australia permanently: Yes
Australian Citizen: Yes
Visa Subclass:

3.8.3 Confirm/update addresses

  1. Ask for the applicant’s current residential address.

3.8.3.1 If the applicant’s home address is incorrect

  1. Select Addresses: Select +.
  2. In Address Type: Select Home Address.
  3. Note: If unable to provide current home address (for example, if the applicant is in the process of moving home or in temporary accommodation): Select Alternate Home Address.
  4. In Search Address: Start typing the applicant’s residential address.
  5. Select applicant’s residential address when displayed.

Add New Address / Move to New Address
* Address Type: Home Address
Search Address: redacted
redacted SA 5087
redacted SA 5253
redacted VIC 3216
redacted VIC 3806
  1. Confirm or update Postal Address following the steps above.

V10.0 2022-11-18 Complete a verbal access request (VAR) Page 12 of 31

This document is uncontrolled when printed

OFFICIAL Page 23 of 93

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Note: If the applicant is a child you must confirm and update the address within the parent’s record as letters are automatically sent to the parent’s address, not the child’s.

3.8.4 Confirm/update Communication Details

  1. Select Communication Details.

  2. Ask for information to complete the relevant fields in:

    • Preferred Contact Method
    • Preferred Language Used at Home
    • Interpreter Required
    • Interpreter Language
    • Home Number
    • Work Number
    • Mobile
    • Email

3.8.5 If person selects email as their preference

  1. Advise the person:

    As you have chosen email as your preferred method of contact, I need to let you know that we may email you sensitive or confidential information, and we cannot guarantee the security of the email once it leaves our system. Do you still wish to use email as your preferred method of contact?

    Yes: email is the preferred correspondence method

3.8.5.1 Advise the person:

Thank you. Just a note that although your preference is email, many formal letters from the NDIA are system generated. This means they may be posted to you instead of emailed.

Add interaction: email is the preferred correspondence method

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 13 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  1. In the NDIS Account screen: Select Interactions.

  2. Select Add Items and then select Interaction.

  3. In Category 1: Select Pathway.

  4. In Category 2: Select General.

  5. In Category 3: Select Verbal consent obtained.

  6. In Channel: Select Phone.

  7. In Status: Select Completed.

  8. In Notes:

    Email preferred contact – risk accepted. Staff read email disclaimer to during VAR. They agreed to accept email security risk.

  9. Select Submit.

3.8.6 Enter/update Correspondence Details

  1. Select Correspondence Details.

  2. Ask for information to complete the relevant fields in:

    • Preferred Correspondence Method
    • Preferred Format
    • Formatting Option

  3. Select Submit.

3.8.7 If the person needs an interpreter: Add alert

  1. In the NDIS Account screen: Select Add Items and then select Alert.

    Note: Do not select the Primary checkbox.

  2. In Alert: Select Interpreter Required.

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 14 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  1. In Additional Information:

Do not contact without a interpreter for .

  1. Select Submit.

3.9 Add contacts

Note: If you do not add a parent or guardian to a child’s record, no correspondence will be sent. Add any additional people with parental responsibility here.

  1. In the NDIS Account screen: Select Contacts.

  2. Select Add Items and then select Contact.

  3. Complete fields in:

    • Relationship
    • First Name
    • Last Name

    Name: redacted: s47F - personal privacyAredacted Relationship: redacted: s47F - personal privacy

    Valid From: 23.07.2019 Valid To: 31.12.9999

    Parenting Order in Effect: ( ) NO

    • First Name: Bredacted
    • Last Name: Tredacted

  4. Select Check Matches.

Note: If there are multiple matches, check the date of birth (if known) and city to ensure that you select the right person.

3.9.1 If there is not a match

  1. Select < Back Arrow.
  2. Select Create.
  3. Enter information in additional fields (if known).
  4. Select Submit.

3.9.2 If there is a match and the person already has a record

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 15 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  1. Select Radio Button next to correct record.
  2. Select < Back Arrow.
  3. Select Submit.

3.10 Verify age and residence details

Note: This information is not sufficient to confirm Evidence of Identify (EOI). EOI will be verified during the planning stage if the person is eligible for the NDIS.

Note: If the applicant is a child, you will need to verify their age and residence information using a parent’s record. You must ask the child’s parent if you can access their record to verify their child’s age and residence.

  1. Advise the person:

    I am now going to confirm the information in <your / Applicant’s> Centrelink record. Do you mind if I place you on hold for a moment while I do this?

Note: You can only use the Business System to search for adult applicants. If the applicant is a child, go to Step 3.10.3: Check Centrelink record in mainframe.

Check Centrelink by name and date of birth

  1. In the NDIS Account screen: Select Centrelink Search.

  2. In Search Type: Select Name and Date of Birth.

  3. Enter the mandatory fields.

    • If you are unsure how to spell a person’s name, do a ‘wildcard’ search using their date of birth and at least two letters of their last name.

    Note: Make sure you use the person’s legal name for this search function. The system can only search for a legal name, and not someone’s preferred name.

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 16 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Search Criteria

Search Type: Name and Date of Birth

Name Search

Required fields are marked with an asterisk (*)

First Name: redacted

  • Last Name: Predacted
  • Date of Birth: redacted: s47F - personal privacy
  1. Select person from search results.

Note: A message indicating ‘100% match’ confirms that the search details are a match for the person’s Centrelink record. It does not indicate that the person meets the age and residence requirements.

  1. View Record Details to confirm:

    • CRN
    • Name
    • Date of Birth
    • Current Address
    • Citizenship / Visa status

Record Details

Identification

CRN: redacted: s47F - personal privacy First Name: Predacted Last Name: Credacted Date of Birth: redacted: s47F - personal privacy

Address

Street: redacted: s47F - personal privacy City: redacted: s47F - personal privacy Region: redacted Post Code: redacted Country: redacted

Show Historical Addresses

Visa

Visa Subclass: redacted: s47F - personal privacy Visa Grant Status: redacted Visa Grant Date: redacted Visa Expiry Date: redacted

Citizenship

Citizenship Country: redacted: s47F - personal privacy Citizenship Start Date: redacted Citizenship End Date: redacted NZ Residence Status: redacted NZ Residence Code: redacted

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 17 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Enter/update Consent

  1. In the NDIS Account screen: Select Details.
  2. Select Consent.
  3. Select Edit.
  4. In Consent to Use: Select Centrelink.
  5. In CRN: Enter CRN.
  6. Select Submit.

Check Centrelink with CRN

Note: If you cannot locate the Centrelink record by searching the person’s name and date of birth, search for the record using their CRN.

  1. In the NDIS Account screen: Select Centrelink Search.

  2. In Search Type: Select CRN.

  3. Enter CRN.

  4. Select Search.

  5. Select person from search results.

  6. View Record Details to confirm:

    • Name
    • Date of Birth
    • Current Address
    • Citizenship / Visa status

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 18 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Record Details

Identification

CRN: redacted: s47F - personal privacy First Name: Predacted Last Name: Credacted Date of Birth: redacted: s47F - personal privacy

Address

Street: redacted: s47F - personal privacy City: redacted: s47F - personal privacy Region: redacted Post Code: redacted Country: redacted

Visa

Visa Subclass: redacted: s47F - personal privacy Visa Grant Status: redacted Visa Grant Date: redacted Visa Expiry Date: redacted

Citizenship

Citizenship Country: redacted: s47F - personal privacy Citizenship Start Date: redacted Citizenship End Date: redacted NZ Residence Status: redacted NZ Residence Code: redacted

Show Historical Addresses

Note: Follow this step if the Centrelink Search function in the Business System does not work, or if the applicant is a child.

  1. View Record Details to confirm:

    • Name
    • Date of Birth
    • Current Address
    • Citizenship / Visa status

3.10.3.1 Check Centrelink — Adult

  1. In the PED screen: Enter the following codes into NXT.
  2. For Home Address: Enter ADH.
  3. For Country of Residence: Enter CRES.
  4. For Citizenship Status: Enter RSLEG.

Note: Refer to Standard Operating Procedure — Verify age and residence details using Centrelink mainframe for detailed instructions, navigation tips and list of approved screen codes.

  1. Go to Step 3.11: Generate/select access application.

3.10.3.2 Check Centrelink — Child

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 19 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Note: If the applicant is a child, you will need to verify their age and residence information using a parent’s record. You must ask the child’s parent if you can access their record to verify their child’s age and residence.

  1. In the PED screen: Enter the following details into NXT.

  2. Enter CHS: Press Hard Enter.

  3. Locate the child’s name: Type S next to it and press Enter.

  4. For child’s Home Address: Enter ADH.

  5. For child’s Country of Residence: Enter CHRES.

  6. For child’s Citizenship Status: Enter CHRSLEG.

    Note: Refer to Standard Operating Procedure – Verify age and residence details using Centrelink mainframe for detailed instructions, navigation tips and list of approved screen codes.

  7. Go to Step 3.11: Generate/select access application.

  1. Advise the person:

    Okay, that’s fine. You will need to provide documents to us that verify <your / Applicant’s> age and residence. You can provide these documents by post or email, and we will need them within 28 days to process the access request.

    I will send you a letter with information about the required documents.

    Note: Refer to the Standard Operating Procedure – Verify age and residence using documentary evidence to provide information about the documents required.

  2. Go to Step 3.11: Generate/select access application.

3.11 Generate/select access application

3.11.1 If there is not an existing open application, generate access application

  1. In the NDIS Account screen: Select Pathway.
  2. Select the Add Items and then select Access to create an application.
  3. Go to Step 3.12: Complete enter the Access Request Form task.

3.11.2 If there is an existing open access application, select the application

  1. In the NDIS Account screen: Select Pathway.
  2. Select the relevant application.

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 20 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  1. In the Participant Lifecycle Management screen: Select Access.
  2. Select Enter the Access Request Form task.
  3. Go to Step 3.12: Complete enter the Access Request Form task.

3.12 Complete enter the Access Request Form task

  1. Select Enter the Access Request Form task.

  2. Update the fields where incorrect or not populated:

    • Access Request Channel: Select Phone

    • Assistance Required: Do not use this feature — this will place the application on hold

    • Your Details: Information entered within the Details tab should pre-populate here

    • Title: redacted: s47F - personal privacy

    • First Name: Aredacted

    • Middle Name:

    • Last Name: Tredacted

    • Preferred Name:

    • Date Of Birth: redacted: s47F - personal privacy

    • DOB Estimated: ( ) NO

    • Gender:

      • Female
      • Male
      • (•) Unspecified

    • Consent: Information entered within the Details tab should pre-populate here

    • Contact Details: Select if person does not want to be contacted directly and enter the details of preferred direct contact

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 21 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Email Address: redacted Phone No.: redacted Mobile No.: redacted TTY: How would you like NDIA to contact you?: Email How would you like to receive letters?: Post/Letter Do you need an interpreter to help us talk with you?: No Interpreter Language: Do not contact me directly: (•) YES

  • Who should we contact instead?: redacted: s47F - personal privacy

  • Extra Details: Re-enter any missing information so that all fields are populated

  • Are you of Aboriginal or Torres Strait Islander origin?: Neither Aboriginal nor Torres Strait Islander

  • Are you South Sea Islander?: ( ) No

    • Country of Birth: Australia
    • Language spoken at home: English

Are you living in Australia permanently?: (•) YES Are you an Australian Citizen?: (•) YES

  • Carers and Family Info: Ask the person:
    • Enter the information provided into the Business System

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 22 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  • Are any immediate family members NDIS participants or seeking to become NDIS participants?
  • Enter the information provided into the Business System
  • Your Disability: Ask the person:
    • What is <your / Applicant’s> primary disability? This is the disability that has the most impact on <your / their> daily life.
    • When was this first identified?
    • Enter primary disability only, and the date identified (if known)
  • Compensation: Ask the person:
    • Was <your / Applicant’s> disability caused by an accident or event?
    • Have <you / they> sought compensation for that accident or event?
    • If yes (they are seeking compensation): Thank you. I’ll ask a few more questions about <your / Applicant’s> compensation claim in a moment.
    • Enter the information provided into the Business System

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 23 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  1. Select Submit.

3.13 Record compensation details (if required)

Note: Only complete this step if the person confirmed that they are seeking (or have sought) compensation for their disability. They would have answered Yes to this question in the Enter the Access Request Form task.

  1. Tell the person that you are now going to ask them some questions about their compensation claim. Ask them to wait while you create a new interaction.

  2. In the NDIS Account screen: Select Interactions.

  3. Select Add Items and then select Interaction.

  4. In Category 1: Select Pathway.

  5. In Category 2: Select Access.

  6. In Category 3: Select Access Request.

  7. In Channel: Select Phone.

  8. In Status: Select Completed.

  9. Prepare this template in the Notes field:

    Compensation claim not finalised OR Compensation claim finalised: . Payment amount: . Legal advice received: <Yes / No>.

  10. Recording their responses in this template, ask the person:

    • What date was the compensation claim finalised?
    • How much was the compensation payment?
    • <Have you / Has Applicant> received legal advice about the compensation matter?

  11. Select Submit.

3.14 Complete request evidence documents task

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 24 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Note: You need to request evidence of disability for all Non-Defined and New applications. You only need to request evidence of age and residence if you have not verified these details through Centrelink.

  1. Advise the person:

    I will now send you a letter and a form by mail explaining the information we need about <your / Applicant’s> <age/residence and> disability. This information will help us determine whether <you / Applicant> meet/s the disability or early intervention requirements to become an NDIS participant.

    You can either organise for a health professional to complete the form, or you can provide existing information you have from a health professional, such as letters, assessments or reports.

    You will need to provide this information within 28 days. We will send you a reminder letter if we have not received it within this timeframe. If you do not provide this information, we will take <your / Applicant’s> access request to be withdrawn.

    You can provide the information to us by post or email. The letter will explain how to do this.

  2. In the NDIS Account screen: Select Pathway.

  3. Click on the relevant application.

  4. Select the Request Evidence Documents task.

  5. Next to Do you want to request any evidence from this participant?: Select Yes.

  6. Select the box/boxes next to the type of evidence that you wish to request:

  7. Select Submit.

Note: The application status will now display as 1st Wait for Evidence.

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 25 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Application: redacted: s47F - personal privacy Created on: redacted: s47F - personal privacy Status: 1st wait for evidence Employee Responsible: redacted: s47F - personal privacy Assigned To Team: Sub-Status:

3.15 Read verbal declaration

  1. Read the following declaration word for word:

    I am now going to read you a verbal declaration, which I need you to confirm you understand and agree to before I can submit <your / Applicant’s> access request.

    You certify that all the information you have provided today is true and correct. You understand that providing false or misleading information is a serious offence.

    You confirm that you are authorised to provide the personal details presented. If you provide any identity documents, such as a copy of a birth certificate, you consent to this information being checked with the document issuer or official record holder via third party systems.

    You consent to us collecting, using and disclosing <your / Applicant’s> information as discussed earlier in this phone call.

    You understand that you can withdraw consent for the NDIA to do things with <your / Applicant’s> information at any time by letting us know.

    You understand that you can access our Privacy Notice and Privacy Policy on the NDIA website or by contacting us.

    You understand that you must inform us as soon as possible about any changes in circumstance (or likely changes in circumstance) that may affect <your / Applicant’s> access request, status as an NDIS participant, or the implementation of <your / their> NDIS plan.

    For example, you must tell us if <your / Applicant’s> disability support needs change, <you / they> move house or overseas, or <you / they> get or may get compensation relating to an injury.

    You understand that if you selected email as your preferred means of communication, we may email you sensitive or confidential information, the security of which cannot be guaranteed once it leaves our system.

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 26 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  • You understand that if we request further evidence or information and you do not comply with this request within the specified timeframe, <your / Applicant’s> access request may be taken to be withdrawn.
  • You understand that, if applicable, access to the Commonwealth programs, Helping Children with Autism, Better Start and Mobility Allowance, will cease if <you become / Applicant becomes> a participant in the NDIS.
  • Do you confirm you understand and agree to the statements I have read?

3.15.1 If the person agrees and understands

  1. In the NDIS Account screen: Select Interactions.

  2. Select the Arrow and then select Add Interaction.

  3. In Category 1: Select Pathway.

  4. In Category 2: Select Access.

  5. In Category 3: Select Verbal Access Request.

  6. In Channel: Select Phone.

  7. In Status: Select Completed.

  8. In Notes:

    VAR completed with <Applicant/Authorised Representative> on .

    <Applicant/Authorised Representative> agreed to verbal declaration read from VAR script.

    Consent to access Centrelink record <provided/not provided>. (If a child: provided consent to access their Centrelink record.)

    Consent for Third parties <provided/not provided>.

    (Delete if not applicable) <Verbal/signed consent> provided by on for to act as their authorised representative for access purposes.

    If provided and age and residence verified: Name, DOB, Australian Citizenship/Visa Subclass and current residential address verified through Centrelink record with consent by on .

    Information requested for (select all relevant) <Age / Citizenship/Visa status / Residential address / Disability>.

    Letter <emailed/mailed> to on .

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 27 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Application status: ‘1st wait for evidence’.

  1. Select Submit.

3.16 End call

  1. Advise the person:

    Do you have any questions for me at this point in time? That brings us to the end of our call. Thank you so much for your time today. Once we receive the information, we will make a decision about <your / Applicant’s> access request and send you a letter with the decision and information about the next steps.

  2. End the call.

  3. Check that the application status is 1st Wait for Evidence.

  4. Check that the Employee Responsible status is blank on the application. If not, un-assign the application.

Note: The application status will display as 1st Wait for Evidence.

Application: redacted: s47F - personal privacy Created on: redacted: s47F - personal privacy Employee Responsible: Assigned To Team:

  • Our Guideline — Applying to the NDIS
  • Our Guideline — Your privacy and information
  • Our Guideline — Child representatives
  • Standard Operating Procedure — Send SMS using Whispir messenger
  • Standard Operating Procedure — Complete a Verbal Access Request (VAR) — Defined — WA
  • Standard Operating Procedure — Complete NDIS application tasks
  • Standard Operating Procedure — Identify authorised representatives at access

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 28 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

  • Standard Operating Procedure – Assist the participant with their preferred method of communication
  • Standard Operating Procedure – Verify age and residence using documentary evidence
  • Standard Operating Procedure – Verify age and residence details using Centrelink Mainframe
  • NDIS Website: Offices and contacts in your area
  • Fact sheet – Updating your name, pronouns or information about your gender

5. Feedback

If you would like to provide feedback about this SOP, please complete our Feedback form.

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 29 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

6. Version control

Version Amended by Brief Description of Change Status Date
1.0 TS00036 Class 2: NARB BM review and approval

Updates to align with New NDIS Access Request Form including:
- updated verbal declaration
- new questions about compensation Incorporated NARB feedback		 APPROVED 2021-02-08
2.0 CW0032 Class 2: SGP BM review and approval APPROVED 2021-02-10
3.0 AJK223 Class 1: SGB review and approval

Changed to refer to SOP — Verify Age and Residence in Centrelink Mainframe.		 APPROVED 2021-03-15
4.0 JS0082 Class 1 Approval

‘Do not reply’ added to SMS message.		 APPROVED 2021-05-12
5.0 JS0082 Class 1 Approval

Updated reference to SOP — Verify age and residence using documentary evidence		 APPROVED 2021-06-04
6.0 CH0026
CW0032		 Class 2: NAR BM review and approval
Class 2: SGP BM review and approval

Content update to align with a system enhancement for recording compensation information		 APPROVED 2021-11-07
7.0 EMN960 Class 1: SGB review and approval

Compensation template updated to include the scenario where the claim is yet to be finalised		 APPROVED 2021-11-09

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 30 of 31

This document is uncontrolled when printed

OFFICIAL

OFFICIAL

Standard Operating Procedure

For Internal Use Only

Version Amended by Brief Description of Change Status Date
8.0 CH0026
CW0032		 Class 2: NAR BM review and approval
Class 2: SGP BM review and approval

SMS instructions updated to include SMS messenger		 APPROVED 2022-02-09
9.0 CH0026
CW0032		 Class 2: NARB BM approval
Class 2: SGPB BM approval

Updates to align with new Our Guideline — Applying to the NDIS.		 APPROVED 2022-03-27
10.0 EMN960 Class 1 Approved

Guidance added to help you communicate respectfully when someone’s name or gender does not match their identity documents.

Link to new Fact sheet - Change of name, gender or pronouns		 APPROVED 2022-11-18

V10.0 2022-11-18 | Complete a verbal access request (VAR) | Page 31 of 31

This document is uncontrolled when printed

OFFICIAL