DOCUMENT 4 FOI 24/25-0113 OFFICIAL Knowledge Article
For Internal Use Only The contents of this document are OFFICIAL.
Review the escalation and prioritisation matrix
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, internal review delegate, complaints officer, participant support officer, access delegate, technical advisors, National Contact Centre, liaison officers (HLO/JLO), complex support needs (CSN) planner, national reassessment delegate) to:
• record the risk level and type within PACE • use the escalation and prioritisation matrix.
Recent updates
October 2023
Current guidance.
Before you start
You have read and understood:
• the NDIS Complaints and Feedback Framework (DOCX 486KB) • what the Complaints and Participant Incidents Team is responsible for • article Understand compliments, feedback and complaints • article Create a feedback and complaints case
Record the risk level and type within PACE
When you create or update a Feedback and Complaints case, you will need to assess the Risk and Risk Type at the Complaints Categorisation screen of a Feedback and Complaints case. You can assess the Risk and Risk Type using the escalation and prioritisation matrix below.
The Risk and Risk Type indicate the required resolution timeframe. Once the case is submitted, the complaint case will be routed accordingly. To learn more about how different complaints levels are routed, go to article Understand compliments, feedback and complaints.
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For Internal Use Only You can record the Risk and Risk Type at the Complaints Categorisation screen in a Feedback and Complaints case. For more information, go to article Record a complaint in a feedback and complaints case.
Use the escalation and prioritisation matrix
The following information will help you understand the escalation and prioritisation matrix.
There are 10 types of risk you can input within PACE:
• Risk of harm to the health or well-being of a person • Instability of accommodation arrangements of a person • Instability in the care arrangements of a person • Risk associated with the nature of the person’s disability • Risk associated with the availability of supports • Risk of inaccurate media report is uncorrected • Risk that the NDIA is seen as unresponsive to stakeholder and participant concerns • Risk to the Ministers’ confidence in the NDIA’s responsiveness • Risk of adverse finding by government stakeholder • Deterioration of key relationship (Jurisdiction, Ombudsman, court, tribunal).
For each Risk Type, you will need to assess the Risk as low, medium, high or extreme. This assessment will help you to determine the timeframe in which you must respond to and resolve a complaint. For:
• Low risk, the timeframe for contact or a response is 2 days, and for a resolution is 15
days • Medium Risk, the timeframe for contact or a response is one day, and for a resolution is
15 days • High Risk, the timeframe for contact or a response is the same day (or as specified),
and for a resolution is 10 days (or as specified) • Extreme risk, the timeframe for contact or a response is 2 hours (or as specified), and
for a resolution is 10 days (or as specified).
For feedback and complaints, you need to understand:
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For Internal Use Only • Contact is when you make contact with the participant (or their authorised
representative) to talk about and confirm escalation • A Response is when you provide an update on the next steps and timeframes to the
complainant. This may or may not be that the matter is finalised or resolved, for example
Minister or Member of Parliament, Ombudsman, State Ministry. Specified timeframes
apply to Ministerial or Ombudsman responses • A Resolution means the matter is either completely finished, the safety risk has been
mitigated or the next steps are clear or in progress.
Risk of harm to the health or well-being of a person
Low risk
Absence of support or action is contributing to a general risk of harm.
Medium Risk
Absence of support or action is contributing to a medium-term risk of harm.
High Risk
Absence of support or action is contributing to a short-term risk of harm.
Extreme risk
Absence of support or action is contributing to an immediate risk of harm.
Instability of accommodation arrangements of a person
Low risk
The participant has a generalised risk of homelessness or inappropriate housing solution and the NDIA has a role in working with State services to rectify.
Medium Risk
The participant is at risk of homelessness or inappropriate housing solution in the medium- term and the NDIA has a role in working with State services to rectify.
High Risk
The participant is at risk of homelessness or inappropriate housing solution in the short-term and the NDIA has a role in working with State services to rectify.
Extreme risk
The participant is at risk of immediate homelessness and the NDIA has a role in working with State services to rectify.
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For Internal Use Only Instability in the care arrangements of a person
Low risk
There is a risk of family or informal care breakdown and support may prevent such a breakdown.
Medium Risk
Absence of supports is contributing to family or informal care breakdown or such breakdown could be prevented by timely inclusion of supports.
High Risk
Absence of supports is contributing to family or informal care breakdown or such breakdown could be prevented by rapid inclusion of supports.
Extreme risk
Absence of supports is contributing to an immediate risk of family or informal care breakdown.
Risk associated with the nature of the person’s disability
Low risk
Absence or lack of certainty of continuation of supports is likely to contribute to deterioration or progression.
Medium Risk
Absence or lack of certainty of continuation of supports is contributing to deterioration or progression of condition.
High Risk
Absence of support is contributing to existing deterioration or progression of condition.
Extreme risk
Absence of support is contributing to existing rapid deterioration or progression of condition.
Risk associated with the availability of supports
Low risk
The plan will expire or funds will be exhausted within two weeks so that critical supports can’t be accessed.
Medium Risk
The plan will expire or funds will be exhausted within a week so that critical supports can’t be accessed.
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For Internal Use Only High Risk
The plan is about to expire or funds exhausted so that supports that are immediately needed can’t be accessed.
Extreme risk
The plan has expired or funds exhausted so that critical supports that are immediately needed can’t be accessed.
Risk of inaccurate media report is uncorrected
Low risk
Where the NDIA has given an undertaking to contact and resolve in timeframe.
Medium Risk
Where there has been a request from a news outlet with a credible story OR where the NDIA has given an undertaking to contact and resolve in timeframe.
High Risk
Where there has been a request from a news outlet with broad coverage OR where a potential story can be prevented by timely intervention by the NDIA.
Extreme risk
Where the Minister or NDIA will be engaging with the media, or there is a story already with broad coverage that is building momentum.
Risk that NDIA is seen as unresponsive to stakeholder and participant concerns
Low risk
Where there is the potential for stakeholder tension if the NDIA does not acknowledge in a timely way.
Medium Risk
Where an issue could potentially gain traction but can be prevented by timely intervention by the NDIA.
High Risk
Where an issue could potentially gain traction but can be prevented by rapid intervention by the NDIA.
Extreme risk
Where an issue is currently known and a lack of response from the NDIA will exacerbate tension.
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For Internal Use Only Risk to the Ministers’ confidence in the NDIA’s responsiveness
Low risk
Where the Minister’s Office (MO), Assistant Minister’s Office (AMO) or Members and Senators Contact Office (MaSCO) has requested informal or formal advice.
Medium Risk
Where the MO, AMO or MaSCO has requested informal or formal advice having identified specific sensitivities.
High Risk
Where the MO or AMO have identified specific sensitivities with short timeframes (e.g. Ministerial meeting).
Extreme risk
Where the MO or AMO have identified specific sensitivities with extreme timeframes (e.g. Question Time Brief (QBT) or parliamentary or media appearance).
Risk of adverse finding by government stakeholder
Low risk
Where a failure to respond or act would affect the NDIA’s ability to provide general information in an effective way.
Medium Risk
Where a failure to respond or act would affect the NDIA’s ability to provide pertinent information in an effective way.
High Risk
Where a failure to respond or act in the timeframe would prevent the NDIA providing critical information.
Extreme risk
Where a failure to respond or act in the timeframe would lead to the NDIA breaching mandated timeframes.
Deterioration of key relationship (Jurisdiction, Ombudsman, court, tribunal)
Low risk
Where a failure to respond or act would prevent the NDIA effectively engaging with the stakeholder.
Medium Risk
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For Internal Use Only Where a failure to respond or act would be seen as disrespectful to the role of the stakeholder.
High Risk
Where a failure to respond or act in the timeframe would breach convention or agreed timeframes.
Extreme risk
Where a failure to respond or act in the timeframe would lead to the NDIA breaching mandated timeframes.
Next steps
- Record the complaint case in PACE using the steps in article Record a complaint in a
feedback and complaints case.
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Knowledge Article
For Internal Use Only No change.
Version control
Version nin Brief Description of Change Status
Class 1 Approval
Removal of table and detailing the 2.0 ED0024 information in a bullet format which | APPROVED | 2023-10-13 is more conducive with PACE. Updated guidance in line with PACE steps and SGP consistency.
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