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Assign and review a plan change case

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FOI 25/26-1985 OFFICIAL Document 5

The contents of this document are OFFICIAL.

Assign and review a plan change case

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

This article provides guidance for a planner delegate, planner (non-partnered area) or review officer to:

  • assign a plan change case
  • review the plan change request
  • understand plan change request considerations
  • contact the participant
  • check who requested the plan change
  • check the plan change type
  • add the plan change type on a participant plan change request
  • change legislative type of a plan change request from s47A to s48
  • review the complexity of the request.

Recent updates

15 December 2025

Guidance updated to advise staff they must cancel a plan change case if it was generated after a scheduled check-in where the decision was made to continue the plan.

Before you start

You have:

  • an open plan change case
  • read and understood Our Guideline – Changing your plan (external)
  • read and understood Mandatory Home and Living Referral Criteria intranet page for home and living plan change requests.

Assign a plan change case

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Once a plan change request is submitted, the plan change case is automatically assigned to the Plan Change Hold Queue.

Note: you can only reassign a plan change case once it’s been accepted via the Omni-Channel.

To accept and action a plan change case, you must accept it via the Omni-Channel. From the Omni-channel:

  1. Make sure your status is set to Available.
  2. Select the case from the list. The case will automatically open.
  3. Select Change Case Owner.
  4. Select User.
  5. Search for yourself using your name or user ID.
  6. Select Change Owner. A confirmation message will appear.
  7. Select Finish.

If a plan change request needs a home and living decision, it must meet the Mandatory Home and Living Referral Criteria. Set the Case Reason to Home & Living. The plan change request will be routed to the Plan Change Hold Queue. The home and living planning team will pick the case up as part of their end-to-end workflow.

IMPORTANT: if the Plan Change case you assign yourself was created as part of a plan continuation, you need to cancel it. If you don’t, the plan continuation won’t work due to limitations of the Participant Budget Update case that will be created if you progress the case.

Note: this is only for plans approved after 9 October 2024.

To check if the case is part of plan continuation:

  1. Go to the Details tab and confirm the Case Reason is Plan continuation.
  2. Go to the Decision tab and confirm the Plan Continuation Confidence option shows. This only shows for cases created as part of a plan continuation.
  3. Go to the Request tab and select Next at Initiate Request. Confirm Change the reassessment date is automatically selected at Plan Change Requests.

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After you’ve confirmed the case is part of a plan continuation, cancel it using article Cancel or close a plan change case. The plan will now progress and will automatically continue at the current plan expiry date. No further action is required for this to occur.

Note: if you’ve accepted a plan change case that is outside of your normal work or meant for a different stream, you’ll need to speak to your Team Leader or senior planner to have this case reassigned.

Review the plan change request

When you think about what type of plan change the participant needs, you’ll need to consider if the request meets the criteria in Our Guideline - Changing your plan (external).

For example:

  • Does the participant need a change in funding? You’ll need to consider whether to complete a plan reassessment (s48) rather than a plan variation (s47A), if the participant needs a significant increase in funding. For example, a plan reassessment may be more suitable if there are significant changes to a participant’s situation or there is an issue with how the funding is being used.
  • Does the participant have a recommended confidence level suitable for a plan continuation, but their circumstances have recently changed? For example, the recommendation from the reassessment check-in is to vary the participant’s plan and continue the same NDIS supports. After reviewing the information, you decide that the participant needs their plan reassessed. See section If the plan change case is generated from a reassessment check-in.

To help understand the plan change request:

  1. From the plan change case, select the Decision tab.
  2. Select a Plan Change Request. This is shown as a link, PVR - number in PACE, to review the:
    • legislative type of request
    • category of the request
    • details captured as part of the request
    • risk assessment to check for any identified risks.

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You’ll also need to review any supporting documents in the Evidence and Documents tabs.

There may be multiple plan change requests. For each request, consider if:

  • the request meets the criteria for a plan variation (s47A) under What is a plan variation? in Our Guideline - Changing your plan (external)
  • the request meets the criteria for a plan reassessment (s48) under What is a plan reassessment? in Our Guideline - Changing your plan (external)
  • there are any reasons why we wouldn’t change the plan. Go to When would we decide not to change your plan? in Our Guideline - Changing your plan (external)
  • you need more information to make a decision. If you need more information, go to section Contact the participant in this article.

Plan change request considerations

After you have reviewed the plan change request, you’ll also need to review information about the participant’s plan to check the plan approval date and to check if funding periods are applied.

  1. From the Person Account, select the My Budget tab. Note: if the plan has funding periods applied, a message will display above the Budget Overview.
  2. Review the Plan dates to check when the plan was approved. Note: depending on the date the participant’s plan was approved, any changes to the plan will follow different steps.

When you’ve checked the plan dates, plan duration, and if funding periods are applied, consider the information below and follow the steps to action the plan change request.

Plans approved before 9 October 2024

These plans have no funding periods. When you have made your decision, you can complete the case that is generated.

Plans approved on or after 9 October 2024

These plans have funding periods. Before you make your decision, you need to determine if the request is related to any of the changes in the list below. These changes cannot be

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completed through a plan variation (s47A). You’ll need to complete a plan reassessment (s48). If you need to change the legislative type, you’ll need to discuss this with the participant. Go to the Contact the participant section of this article to guide your discussion.

You cannot complete a plan variation to:

  • reduce the total funding amount
  • reduce funding in a previous or current funding period. Reducing funding in a plan can affect future funding if the plan automatically continues
  • change the plan reassessment date
  • change the budget type from flexible to stated
  • change the fund management of one core support if it’s grouped with other core supports in a funding component. You’ll need to complete a reassessment (s48) if you need to change one core support and it’s grouped with other supports. You can complete a plan variation (s47A) if you need to change all core supports grouped in a funding component or one core support that is in its own funding component and not grouped with other core supports
  • change the instalment type from regular to once-off
  • remove a support category
  • change the length of a past or current funding period.

If the change isn’t related to one of the above reasons, you can decide if a plan variation or a plan reassessment is the most appropriate option.

Note: plans approved on or after 9 October 2024 that don’t have a plan duration of 12 months won’t have funding periods. The above limitations don’t apply. You can decide if a plan variation or a plan reassessment is the most appropriate option.

Contact the participant

To progress a plan change request, you might need to contact the participant or authorised representative. This will help you understand the request and what changes the participant needs to their plan.

You must use the relevant discussion points in article Explain a plan change decision when you contact the participant or their authorised representative.

To help prepare for your call:

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  • go to articles Guide – Conversation style guide and Discuss a participant plan change request to further support your conversation
  • consider if you have enough information or evidence to make a decision whether or not to change the plan
  • consider if the changes requested can be made using the plan change type the participant has requested. You may need to discuss options available to the participant, including changing the legislative type of the request if required
  • review the information in the plan change case. For example, any risks or potential vulnerabilities and the participant’s recommended confidence level for a plan continuation
  • review your reason for the call
  • familiarise yourself with what you want to talk to the participant or authorised representative about
  • where you need to have a detailed conversation, you may need to schedule a meeting with the participant or authorised representative
  • book an interpreter if appropriate. Go to article Book translation and interpreter services.

If the plan change request relates to a loss of informal support or change beyond a participant’s control, you must use the discussion points section Loss of informal support or change beyond participants control of article Discuss a participant plan change request.

To record your contact attempts, go to article Contact attempts and unable to contact in a plan change case.

Check who requested the plan change

Plan change requests can be participant requested or CEO initiated. To check who requested the plan change:

  1. In the plan change case, select the Decision tab.
  2. Under Requested by:
    • if the request is CEO initiated, this will appear as NDIA. For example, to change the reassessment date for a plan continuation
    • if the request is participant requested, this will appear as Participant.

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Action a miscategorised plan change

Note: this section is for a CEO-initiated request only.

There may be occasions when the changes needed cannot be actioned through the plan change type requested. If a CEO-initiated plan change type is incorrect, don’t make a decision on the plan change request. Instead, cancel the plan change case. Go to article Cancel or close a plan change case. You’ll have to create a new plan change case with the correct request type. Go to article Create a CEO-initiated plan change request.

Complete a variation while awaiting a reassessment

You may decide a participant needs a plan variation (s47A) to access supports while a plan reassessment (s48) is completed. This may include:

  • update to the fund management type
  • a change to a stated support provider
  • adding emergency and crisis funding. For more information, go to section What is a plan variation? in Our Guideline – Changing your plan (external).

If the variation request is about funded supports, consider if the participant has enough core flexible funding to cover the requested supports. If they do, you might not need to do a plan variation.

Note: if the request is for crisis or emergency funding, only add enough funding until we can complete a CEO-initiated reassessment. For example, if the reassessment will be done in 2 weeks, add enough funding for supports for 2 weeks only.

If you decide the participant needs a plan variation (s47A) to meet their support needs while waiting for a plan reassessment (s48):

  1. Before you action the reassessment request, you’ll need to create a CEO-initiated variation request. Go to article Create a CEO-initiated plan change request.
  2. In the plan change case, select the Decision tab.
  3. At New Legislative Type, select variation (s47A) as the legislative type.
  4. Select Reason from the drop-down list. Select Submit.
  5. At New Complexity, select Amendment. Go to article Make a plan change decision.

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  1. You’ll need to add additional funded supports to the plan to meet the immediate needs of the participant.

Note: if the participant’s reassessment date occurs before their new plan is finalised, their current NDIS supports will continue for up to 12 months. You don’t need to create a plan change case to extend the reassessment date.

The s48 plan change request in the original plan change case would be marked as Not Required.

Check the plan change type

This section doesn’t apply for CEO-initiated plan change requests. Go to section Review the complexity of the request in this article.

Check to make sure the type of plan change is correct. In PACE this is known as the Legislative Type.

To check the plan change type:

In a plan change case, select the Decision tab.

  1. Under Legislative Type Details heading, check the Legislative Type.
    • s47A for plan variation requests
    • s48 for plan reassessment requests
    • Unknown for participant requested plan change requests. Review the information in the plan change request and add the right plan change type for the plan change request. Go to section Add the plan change type on a participant plan change request in this article.

Add the plan change type on a participant plan change request

For a Participant plan change request where the Legislative Type is Unknown, you’ll need to decide the plan change type that best suits the request.

If the request was created as a:

  • Participant requested variation (s47A), and the request should be a reassessment (s48). You’ll need to make a decision not to vary and then create a new request for a CEO’s

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own initiative reassessment (s48). Go to article Make a plan change decision then Create a CEO-initiated plan change request.

  • Participant requested reassessment (s48), and the participant has a plan in PACE. If the request meets the criteria for a plan variation (s47A) and the considerations in the Review the plan change request section of this article, you can make a decision to vary this request. You’ll still capture the request, just under a different type of plan change. The option to vary is available for reassessment (s48) requests. Go to article Make a plan change decision to make your decision.

If the participant doesn’t have a plan in PACE, go to section Change legislative type of a plan change request from s47A to s48 in this article.

Change the legislative type of a plan change request from s47A to s48

There may be situations where you need to change the legislative type.

When a participant needs a plan variation and has a plan in SAP CRM you won’t be able to do this in SAP CRM. If you decide the plan does need to change, contact the participant to tell them we’ll change their plan. To do this we’ll move it to our new computer system. This means we’ll need to reassess their plan. Record your actions. Learn more in article Log an activity or internal note.

For plans approved on or after 9 October 2024 you may need to change the legislative type from s47A to s48 if the change required cannot be completed through a plan variation. Refer to section Plan change request considerations in this article for information on what cannot be changed through a plan variation.

You can also use these steps to change the legislative type of plans that are already in PACE.

  1. Make sure the case is assigned to you. If not, select Change Case Owner and assign it to yourself.
  2. Select the Decision tab.
  3. Select Update Legislative Type.
  4. At Legislative Type select s48.
  5. At Reason, select Legislative type incorrect.

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  1. In the Provide Reason free text field, provide your reason why the plan change should be a s48 reassessment.
  2. Select Submit and refresh your page. On the Decision tab, you’ll notice any s47A listed plan change requests have been set to Not Required.
  3. Select the Request tab and refresh your page. This’ll allow you to enter a new s48 request.
  4. Provide the details of the Change in situation.
  5. Select Next.
  6. Add any necessary documents to the case. Select Next. If the documents have already been provided for the s47A request, you don’t need to re-upload these.
  7. Confirm the information you have recorded is accurate and select Submit.
  8. Select the Decision tab. There will now be a new plan change request with the Legislative Type s48. If you don’t see the new plan change request, refresh your tab.
  9. You can now make a decision on any plan change request with the status In progress.

If the plan change case is generated from a reassessment check-in

You may determine at Plan Continuation Confidence that a reassessment is needed. In this situation you can cancel this plan change case, if this case is In Progress or Pending Outcome, following the steps below:

  1. Make sure the case is assigned to you. If not, select Change Case Owner and assign it to yourself.
  2. Select the Decision tab.
  3. Select Requires Reassessment.
  4. Select Closure Reason: Cancelled – requires scheduled reassessment.
  5. In the Closure Comments free text field, provide your reason why the plan change should be an s48 plan reassessment request.
  6. Select Confirm. This will cancel the plan change case and automatically create a plan approval case.

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If all requests are for the same plan change type

  1. Select Update Legislative Type.
  2. Select the Legislative Type from the drop-down list.
  3. Select Reason from the drop-down list.
  4. Provide Reason for the change in legislative type in the free text field.
  5. Select Submit.

If there are multiple or different types of plan change requests

There may be plan change requests for:

  • both a reassessment (s48) and a variation (s47A)
  • multiple plan variation (s47A) requests.

If more than one area of the participant’s plan is impacted, progress these requests as a plan reassessment (s48). The exception to this is if the participant needs a s47A variation request to meet their support needs before the plan reassessment (s48) can be completed. Go to section Complete a variation while awaiting a reassessment in this article.

Review the complexity of the request

You might need to update the complexity of the plan change request based on the evidence linked to the case. Update the complexity if:

  • the participant has complex support needs
  • the request is for complex assistive technology
  • the request is for complex home modifications.

To update the complexity of the plan change request:

  1. In the plan change case, select the Decisions tab.
  2. Select Update Complexity.
  3. Select relevant Complexity from the drop-down list.
  4. If you’ve changed the request to a Complex Amendment, select Reason for the change in complexity from the drop-down list. Record the Reason in the free text field.

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