FOI 24/25-0113 OFFICIAL

Standard Operating Procedure

For Internal Use Only

The contents of this document are OFFICIAL.

Attach evidence — validate access request

This Standard Operating Procedure (SOP) will help you process evidence received to support an applicant’s access request, like evidence of age, residence, disability or for an authorised representative to act on their behalf.

1. Recent updates

What’s changed

2. Checklist

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Standard Operating Procedure

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3. Procedure

Note: If the applicant resides in an area that is classified as Remote or Very Remote (MMM6 or MMM7 under the Modified Monash Model):

• If the work item is allocated to you through the business system, assign it to Danika redacted: s22(1)(a)(ii) - irrelevant (JS497).
• If the evidence is sent to the NAT inbox, place the email in the Remote sub-folder.

3.1 Check application status is Draft, 1st or 2nd wait for evidence

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

Application: redacted: s47F - personal privacy Created on: redacted: s47F - personal privacy

3.1.1 If application status is Further Information Requested

1. Do not proceed — refer to Standard Operating Procedure — Attach evidence — further information requested (s26).

3.1.2 If application status is Access Not Met

1. Do not proceed — refer to Standard Operating Procedure — Attach evidence after Access not met decision.

3.1.3 If application status is Planning (Approved)

1. Check for Eligibility Re-Assessment Request in Open Activities.

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Standard Operating Procedure

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2. If Yes, do not proceed – refer to Standard Operating Procedure – Attach evidence – Eligibility Reassessment.

3.2 Attach evidence

Note: If a work item is allocated via the Business System, this step will already be completed.

1. Save each document as a PDF and update the file name using the following convention:

   Access – – , DOB <DD.MM.YYYY>.

   For example: Access – ARF 04.08.2021 – redacted: s47F - personal privacy DOB redacted: s47F - personal privacy

3.2.1 Attach evidence to Inbound Documents

1. In the NDIS Account screen: Select Documents.
2. Select Add Items and then select Inbound Documents.
3. In Description: Access – <Document/Report name> .
4. In Document Type: Select ARF Supporting Evidence.
5. In Site Location: Select National Access Team.
6. In Status: Select Completed.
7. In Category 1: Select NDIA Service.
8. In Category 2: Select Access Request.
9. In Re: Business Process: Do not select any option (leave blank).
10. In Employee Responsible: Enter your details.
11. In Note: Record the specific document attached, and how and when it was received.

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Standard Operating Procedure

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12. Select Upload File.

Employee Responsible: redacted: s47F - personal privacy Team Responsible: redacted: s47F - personal privacy Assigned Queue Assigned Queue Partner

Note: Supporting Evidence Form received via the NAT Inbox on 25/08/2020.

13. In the File Explorer window: Open the relevant document.
14. Select Save.

3.3 Check an access request has been made

3.3.1 Check for existing open access application

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

• Examples of open application statuses include 1st Wait for Evidence and 2nd Wait for Evidence.
• Example of closed application statuses include Cancelled — Evidence Not Provided and Withdrawn.

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

3.3.1.1 If existing application is open

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

3.3.1.2 If no existing open application

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Standard Operating Procedure

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1. If evidence was received:

   • Before application was put into a Withdrawn status; or
   • Within 6 months of being put into a Cancelled – Evidence Not Provided status:

2. Create a new application. You do not have to contact the person to confirm their consent to apply again.

3. Go to 3.4: Check authority to make an access request.

If application is closed

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.

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

2. Make 3 telephone contact attempts to complete a Verbal Access Request (VAR).

   • If person is available:
     • Refer to Standard Operating Procedure – Complete a verbal access request (VAR), then
     • go to 3.5: Check evidence of age and residence has been provided.
   • If person is not available:
     • 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.
       • Do not contact the person by SMS if they told the agency that they do not consent to this form of communication.
     • Go to 3.14: Send Letter – ARF cover letter.

3.4 Check authority to make an access request

Note: The applicant or their authorised representative must sign the ARF (electronic and written signatures are both acceptable) or provide verbal consent to make an access request.

Refer to Our Guideline – Your privacy and information and Our Guideline – Child representatives to decide if a person has authority to make an access request for the applicant.

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Standard Operating Procedure

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3.4.1 Consider if signed ARF or verbal consent has been provided

1. In the NDIS Account screen: Select Interactions.
2. Check for an Interaction confirming a verbal declaration has been completed.

Interaction Details:

Interaction #: redacted: s47F - personal privacy Category 1: Pathway Category 2: Access Category 3: Access Request Description: Access->Access Request

Channel: Internal Notes Status: Completed Employee Responsible: redacted: s47F - personal privacy Notes: redacted: s47F - personal privacy agreed to the verbal declaration read from the VAR script on 05/05/2020.

3.4.1.1 If no verbal declaration, check Inbound Documents for an ARF containing the relevant signature

1. Review Section 1 Part F of the ARF and confirm that this has been signed.

3.4.2 If applicant provided consent

1. Go to 3.5: Check evidence of age and residence has been provided.

3.4.3 If someone else provided consent

3.4.3.1 Check consent details

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Standard Operating Procedure

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1. In the NDIS Account screen: Select Details.

2. Select Consent.

3. View Details of 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 to the applicant.
   • The scope of the legal authority to act or the consent to act as an authorised representative.
   • How the evidence of legal authority or consent to act was provided.

Consent to use

CRN: redacted 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

3.4.3.2 If listed as an authorised representative

1. Go to 3.5: Check evidence of age and residence has been provided.

3.4.3.3 If not listed as an authorised representative

1. Go to Standard Operating Procedure — Identify authorised representatives at Access to determine if the person is an authorised representative.
2. Note: You must verify the representative’s authority to act on behalf of the applicant before you continue further.

3.4.4 If there is no signed ARF or verbal consent

3.4.4.1 Contact the person for their consent to make an access request

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

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Standard Operating Procedure

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

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

2. Refer to 3.5: Check evidence of age and residence has been provided to decide whether the person also needs to provide evidence of age and residence. If so, complete the verbal declaration and request consent to access their Centrelink record during the call and record an interaction in the Business System.

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

4. Ask the applicant or their authorised representative:

   Do you confirm that you wish to make an access request for <you / Applicant> to become a participant in the National Disability Insurance Scheme?

5. Read the Declaration and ask the person if they agree:

   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 in the access request 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 indicated in <your / their> access request.

   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.

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Standard Operating Procedure

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• 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.
• 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 agree to and understand the statements I have read?

3.4.4.2 If the person provides consent

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 Access.

5. In Category 3: Select Verbal Access Request.

6. In Channel: Select Internal Notes.

7. In Status: Select Completed.

8. In Notes:

   Contact made with on .

   agreed to the verbal declaration.

   (Delete if not applicable) gave consent to access Centrelink to verify age and residence.

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

9. Select Submit.
10. Go to 3.5: Check evidence of age and residence has been provided.

3.4.4.3 If all three 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.

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

2. Go to 3.14: Send letter – ARF cover letter to send an ARF.

Note: The access request is not valid without a signature or verbal consent provided by the applicant or their authorised representative.

3.5 Check evidence of age and residence has been provided

The person will need to give consent to check their Centrelink record OR provide documentary evidence. For information about types of documentary evidence required, refer to Standard Operating Procedure – Verify age and residence using documentary evidence.

3.5.1 Check if Centrelink consent was provided

1. In Participant Account screen: Select Details.
2. Select > next to Consent.

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Standard Operating Procedure

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3. In Consent to Use:

   • If Centrelink is selected: Go to 3.6: Verify age and residence details.
   • If Consent to Use is blank: Check Interactions for consent to access the applicant’s Centrelink record:

3.5.2 If consent provided to access Centrelink record

1. Go to 3.6: Verify age and residence details.

3.5.3 If documentary evidence provided

1. Go to 3.6.3: Check documentary evidence provided.

3.5.4 If no consent to access Centrelink record and no documentary evidence

1. Go to 3.7.2: If all evidence has not been provided.

3.5.5 If unclear whether Centrelink consent was provided

1. Contact the applicant or their authorised representative for verbal consent to verify age and residence through Centrelink.

2. 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.

   Do not contact the person by SMS if they 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 person or their authorised representative. If you reach voicemail and the

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Standard Operating Procedure

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person identifies themselves, leave a brief message requesting that they contact the NDIA on 1800 800 110.

4. Explain:

   I need to verify <your / Applicant’s> age and residence information. The easiest way to do this is by providing consent for us to access <your / their> 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 verifying <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 verify <Applicant’s> age and residence?

3.5.5.1 If the person provides verbal consent

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 Access.

5. In Category 3: Select Access Request.

6. In Channel: Select Internal Notes.

7. In Status: Select Completed.

8. In Notes:

   If applicant is an adult:

   • gave consent to verify <their / Applicant’s> age and residence information through Centrelink on .

   If applicant is a child:

   • gave consent to access their Centrelink record to verify <Child’s> age and residence on .

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9. Select Submit.
10. Go to 3.6: Verify age and residence details.

3.5.5.2 If consent is not provided

1. Refer to Standard Operating Procedure – Verify age and residence using documentary evidence to provide information about the documents required.
2. Go to 3.12: Send letter – 1st evidence required.

3.5.5.3 If all 3 contacts 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.

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

2. Go to 3.12: Send letter – 1st evidence required.

3.6 Verify age and residence details

Note: This information is not sufficient to verify Proof of Identity (POI). POI will be verified during planning if the applicant is eligible for the NDIS.

3.6.1 Check Centrelink record in the business system

Note: You can only use the Business System to search for adult applicants. If the applicant is a child, go to 3.6.2: Check Centrelink record in mainframe.

Check Centrelink by name and DOB

1. In the NDIS Account screen: Select Centrelink Search.
2. In Search Type: Select Name and Date of Birth.
3. Enter the mandatory fields.

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Standard Operating Procedure

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• 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. To support a respectful experience, explain why we need their legal name for this search. Make sure you otherwise use their preferred name in conversation. You should also check their pronouns to make sure you refer to them correctly.

Search Criteria

Search Type: Name and Date of Birth

Name Search

Required fields are marked with an asterisk (*)

• Date of Birth: redacted

Note: To narrow your search add additional information such as Date of Birth, Phone number or State.

4. Select applicant from search results.

5. View Record Details to verify:

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

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Record Details

Show Historical Addresses

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: Post Code: Country:

Visa

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

Citizenship

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

3.6.1.2 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.

3.6.1.3 Check Centrelink with CRN

Note: If unable to 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.

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Search Criteria

Search Type: CRN

CRN Search

Required fields are marked with an asterisk (*)

• CRN: redacted: s47F - personal privacy

5. Select applicant from search results.

6. View Record Details to verify:

   • 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: Post Code: Country:

Show Historical Addresses

Visa

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

Citizenship

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

3.6.2 Check Centrelink record in mainframe

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 verify:

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

Check Centrelink – Adult

2. In the PED screen: Enter the following codes into NXT.

3. For Home Address: Enter ADH.

4. For Country of Residence: Enter CRES.

5. 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.

6. Go to 3.7: Consider if access request is valid.

Check Centrelink – Child

Note: If the applicant is a child, you may 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 CHCRES.

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 3.7: Consider if access request is valid.

3.6.3 Check documentary evidence provided

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1. Refer to Standard Operating Procedure – Verify age and residence using documentary evidence to identify suitable types of evidence to verify the applicant’s age and residence.

2. View age and residence documentation to verify:

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

   Note: The documentary evidence must match the information provided in the ARF. If not, you will need to request further evidence.

3.6.4 If Centrelink consent or documentary evidence not provided

1. Go to 3.7.2: If all evidence has not been provided.

3.7 Consider if access request is valid

1. Does the access request contain a signature or verbal consent from the applicant or their authorised representative?

2. Were the following details verified:

   • Name
   • Date of Birth
   • Current Address
   • Citizenship / Visa Status.

3. Has evidence of disability been provided (for non-defined/new applications only)?

3.7.1 If all evidence has been provided

Note: The access request is valid.

1. Go to 3.8: Complete review evidence for intake process task.

3.7.2 If all evidence has not been provided

Note: The access request is incomplete and not yet considered valid.

1. Contact the person to ask for the required information.
2. Refer to Standard Operating Procedure – Send SMS using Whispir messenger to send Contact attempt SMS template to advise you will be calling.

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

Do not contact the person by SMS if they 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 person or their authorised representative. If you reach voicemail and the person identifies themselves, leave a brief message requesting they contact the NDIA on 1800 800 110.

If all 3 contacts 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.

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

2. Go to 3.12: Send letter – 1st evidence required.

3.8 Complete review evidence for intake process task

1. In the NDIS Account screen: Select Pathway.
2. Select the relevant application.
3. In the Participant Lifecycle Management screen: Select Access.
4. Select Review Evidence for Intake Process task.

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Access - Staff Tasks

• Enter Access Request Form (Last updated by redacted: s47F - personal privacy on 19.01.2021)
• Request Evidence Documents
• Consent (Last updated by redacted: s47F - personal privacy on 19.01.2021)
• Review evidence for Intake process (Last updated by redacted: s47F - personal privacy on 19.01.2021)

5. Select Submit.

3.9 Complete validate request as complete task

1. Select Validate Request as Complete task.
2. In Age and Residence sections, select the appropriate Evidence Type, then select the Verified tick boxes.

Date of Birth: redacted: s47F - personal privacy Age: 0

• Evidence Type: My First Health Record
• Verified: [✓]

Are you living in Australia permanently?: Yes Are you an Australian Citizen?: Yes

• Evidence Type: Centrelink Record
• Verified: [✓]

Do you want to Add more?: ( ) no

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3. In Impairment section, select the appropriate Evidence Type.
4. Enter the access request’s validation date.

Note: An access request is valid on the date we received all the required information, not the date you processed it.

This is the date all of the following information was received:

• Valid consent – signed ARF or VAR from applicant or authorised representative (3.4: Check authority to make an access request)
• Evidence of age and residence – Name, DOB, Australian Citizenship/Visa Subclass and current residential address verified through Centrelink record with consent or document attached to the record. (3.6: Verify age and residence details)
• Evidence of disability.

The validation date must be correct so that the decision due date is accurate and an Access Assessor can make a decision within legislative timeframes.

5. Select Submit.

Note: The application status will now display as In Progress.

3.10 Add interaction – valid access request

1. In the NDIS Account screen: Select Interactions.
2. Select Add Items and then select Interaction.

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3. In Category 1: Select Pathway.

4. In Category 2: Select Access.

5. In Category 3: Select Access Request.

6. In Channel: Select Internal Notes.

7. In Status: Select Completed.

8. In Notes:

   Access request valid on , evidence of Choose an item received and attached.

   <Applicant/Authorised Representative> Choose an item.

   Consent to access Centrelink record <provided/not provided>.

   Consent for Third parties <provided/not provided>.

   <Applicant’s> disability <was / was not> caused by an accident or event.

   (Delete if not applicable) Compensation sought/received: <Yes / No>. Compensation claim finalised: . Payment amount: . Legal advice received: <Yes / No>.

   Name, DOB, Australian Citizenship/Visa Subclass and current residential address have been verified through Choose an item. by on .

   Application status is ‘In Progress’.

   (Delete if not applicable) Choose an item. provided by on for <Authorised Representative’s name> to act as their authorised representative for access purposes.

   (Delete if not applicable) does not currently have a fixed address. They have provided <verbal / written> confirmation that they usually sleep at .

• Category 1: Pathway v

• Category 2: Access v

• Category 3: Access Request v

• Channel: Internal Notes Vv

• Status: Completed Vv

Link Transaction: O NO

Notes: / Access request valid on 09/02/2021, evidence of disability received and attached. redacted: s47F - personal privacy agreed to verbal declaration read from VAR script. Consent to access Centrelink record provided. Consent for Third parties provided.

s47F - personal privacy

Name, DOB, Australian Citizenship/Visa Subclass and current residential address have been verified through Centrelink record with consent by redacted: s47F - personal privacy on 09/02/2021. Application status is ‘In Progress’.

Verbal consent provided by redacted: s47F - personal privacy on 09/02/2021 for redacted: s47F - personal privacy to act as their authorised representative for near purposes.

9. Select Submit.
10. Select Back.

3.11 Check application status — in progress

Note: This is an essential step to ensure the application is allocated to an Access Assessor to make the access decision.

1. In the NDIS Account screen: Select Pathway.
2. Select the relevant application.
3. In the Participant Lifecycle Management screen: Select Access.
4. Check the following tasks all have a green tick:
   • Enter Access Request Form
   • Request Evidence Documents
   • Consent
   • Review Evidence for Intake process
   • Validate Request as Complete.

Note: An Access Assessor will complete the remaining application tasks.

Enter Access Request Form Last updated by - Paige Pye on 02.07.2019 v

Request Evidence Documents Last updated by - Paige Pye on 02.07.2019 v

Consent Last updated by - Paige Pye on 02.07.2019 v

Review evidence for Intake process Last updated by - Paige Pye on 02.07.2019 v

Validate Request as Complete Last updated by - Paige Pye on 02.07.2019 v

Check Determine the Access Decision task has a due date. For example: Due date: 18.09.2020 (21 days to go).

Determine the Access Decision Last updated by - redacted: s47F - personal privacy on 28.08.2020 >

Due date: 18.09.2020 (21 days to go)

In the Participant Lifecycle Management screen: Select Applications.

Check the application status is In Progress.

Participant Applications

Application: redacted: s47F - personal privacy Created on: redacted: s47F - personal privacy Assigned To Team: redacted: s47F - personal privacy Sub-Status:

8. Check the Employee Responsible status is blank. If not, un-assign the application.

Participant Applications

Application: redacted: s47F - personal privacy Employee Responsible: redacted: s47F - personal privacy on 14.01.2020 Assigned To Team: redacted: s47F - personal privacy Sub-Status:

Note: An Access Assessor can now make the access decision.

End of process — no further steps to be completed.

3.12 Send letter — 1st evidence required

3.12.1 Send letter

1. Open and edit Letter — 1st evidence required.
2. Send to the applicant or authorised representative via their preferred correspondence method.

3.12.2 Attach letter to Inbound Documents

1. In the NDIS Account screen: Select Documents.
2. Select Add Items and then select Inbound Document.
3. In Description: Letter — 1st Evidence Required.
4. In Document Type: Select ARF.
5. In Site Location: Select National Access Team.
6. In Status: Select Completed.
7. In Category 1: Select NDIA Service.
8. In Category 2: Select Access Request.

9. In Employee Responsible: Enter your details.

10. In Re: Business Process: Do not select any option (leave blank).

11. In Note: Letter <mailed / emailed> to on by .

12. Select Upload File.

13. In File Explorer window: Open the relevant document.

14. Select Save.

15. Go to 3.13: Add interaction – ARF not yet valid.

3.13 Add interaction – ARF not yet valid

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 Access.

5. In Category 3: Select Access Request.

6. In Channel: Select Internal Notes.

7. In Status: Select Completed.

8. In Notes:

   Evidence received on and attached to record.

   Access request not valid – further info requested.

   Choose an item. to request further information.

   <ARF not signed by the applicant or their authorised representative – signature or verbal declaration required / Centrelink consent or documentary evidence of age and residence required / Evidence of disability required>.

   Letter <mailed / emailed> to on .

9. Select Submit.

   End of process – no further steps to be completed.

3.14 Send letter – ARF cover letter

3.14.1 Send letter

1. Open and edit Letter – ARF cover letter.

2. Attach Access Request Form.

3. Send to the applicant or authorised representative via their preferred correspondence method.

3.14.2 Attach letter to Inbound Documents

1. In the NDIS Account screen: Select Documents.

2. Select Add Items and then select Inbound Document.

3. In Description: Letter – ARF Cover Letter.

4. In Document Type: Select ARF.

5. In Site Location: Select National Access Team.

6. In Status: Select Completed.

7. In Category 1: Select NDIA Service.

8. In Category 2: Select Access Request.

9. In Re: Business Process: Do not select any option (leave blank).

10. In Employee Responsible: Enter your details.

11. In Note: Letter mailed to on by .

12. Select Upload File.

13. In File Explorer window: Open the relevant document.

14. Select Save.

3.15 Add interaction – ARF cover letter

1. In the NDIS Account screen: Select Interactions.

2. Select Add Items and select Interaction.

3. In Category 1: Select Pathway.

4. In Category 2: Select Access.

5. In Category 3: Select Access Request.

6. In Channel: Select Internal Notes.

7. In Status: Select Completed.

8. In Notes:

   Evidence received on and attached to record.

   As the previous application has been finalised, must make a new access request.

   Attempted to contact to complete a Verbal Access Request (VAR).

   Signed ARF or VAR with person or their authorised representative’s consent required.

   Letter with ARF mailed to on .

9. Select Submit.

4. Related procedures or resources

• Our Guideline – Applying to the NDIS
• Our Guideline – Child representatives
• Our Guideline – Your privacy and information
• Standard Operating Procedure – Attach evidence after Access not met decision
• Standard Operating Procedure – Attach evidence – Eligibility Reassessment
• Standard Operating Procedure – Attach evidence – further information requested (redacted: s26)
• Standard Operating Procedure – Complete a verbal access request (VAR)
• Standard Operating Procedure – Complete NDIS application tasks
• Standard Operating Procedure – Identify authorised representatives at Access
• Standard Operating Procedure – Send SMS using Whispir messenger
• Standard Operating Procedure – Verify age and residence using documentary evidence
• Standard Operating Procedure – Verify age and residence details using Centrelink mainframe

5. Feedback

If you have any feedback about this Standard Operating Procedure, please complete our Feedback Form.

6. Version control

NARB BM review and approval. | APPROVED | 2021-02-08 | | 3.0 | CW0032 | Class 2: SGP BM review and approval. | APPROVED | 2021-02-10 | | 4.0 | AJK223 | Class 1: Changed to refer to SOP — Verify Age and Residence in Centrelink Mainframe.

SGB review and approval. | APPROVED | 2021-03-15 | | 5.0 | TS0036
JC0075 | Class 2: NARB BM approval
Class 2: SGP BM approval

Content update to include reference to SOP — Verify age and residence using documentary evidence

Additional note about remote and very remote applications

Additional sentence to interaction for applicants with no fixed address. | APPROVED | 2021-07-06 |

SMS instructions to use Whispir messenger. | APPROVED | 2022-02-09 | | 7.0 | CH0026
CW0032 | Class 2: NARB BM approval
Class 2: SGPB BM approval

Updates to align with new Our Guideline — Applying to the NDIS.

New instructions to:

• save evidence as a PDF document
• use the following standard PDF naming convention: Access — — , DOB <DD/MM/YYYY>.

Step 3.9 — Complete validate request as complete task: includes clearer instructions to identify the Access Request completion date so the correct validation date is recorded in the system. | APPROVED | 2022-03-27 | | 8.0 | EMN960 | Class 1 approval.

New note to explain to use legal name for a search rather than preferred name.

Updated screenshots. | APPROVED | 2023-02-17 |