Create a participant plan change request

Document 9 FOI 25/26-1985 OFFICIAL

The contents of this document are OFFICIAL.

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

This article provides guidance for all NDIA staff and partners to:

create a plan change case
understand and update the case reason in the plan change case
create a participant plan change request, a participant requested plan variation (s47A) request, and a participant requested plan reassessment (s48) request
complete and submit a plan change request.

Note: you need to use this article for all plan change requests from the participant or their authorised representative. If you have delegation to make a decision and have identified a need for a CEO-initiated plan change, go to article Create a CEO-initiated plan change request. You can check your Delegations and authorisations on the intranet.

Recent updates

10 November 2025

Guidance updated to explain:

you need to submit requests as a Participant plan change request, unless it specifies a plan variation (s47A) or plan reassessment (s48) or you have delegation to make a decision
you need to submit the plan change request if the participant confirms there’s no supporting evidence for their request
how to action a plan change request if the plan is still in SAP CRM.

Before you start

You have either:

received a plan change request from a participant or their authorised representative
received contact from the participant or their authorised representative about a plan continuation letter they have received and it’s after the reassessment date.

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You have also:

completed steps in article [[Prepare to submit a plan change request](/foi-library/releases/3030d180d277-foi-23-24-1198-disclosure-log-documents/document-015__prepare-to-submit-a-plan-change-request/)](/foi-library/releases/3030d180d277-foi-23-24-1198-disclosure-log-documents/document-015__prepare-to-submit-a-plan-change-request/), including consent and authority checks
read and understood Our Guideline – Changing your plan (external).

Create a plan change case

You can receive a plan change request verbally, by email or on a change of details or change of situation form. This form doesn’t have to be completed to submit a plan change request. However, supporting evidence and information should be provided where available.

To record a request to change the participant’s plan, you’ll need to create a plan change case. A plan change case can also be initiated from other cases such as a check-in case. You should have already checked for any open plan change or internal review cases for the same request before you create a new case. You can use section Check for open plan change cases in article Prepare to submit a plan change request.

To create a Plan Change case:

From the Person Account, select the Cases tab then select New.
Select Plan Change from the new case list and select Next.
At Categorisation, select the relevant Case Origin from the drop-down list.
At Case Reason, select the relevant option from the drop-down list. To learn more, use the table at section Understand and update the case reason in the plan change case in this article.
Add Internal Comments about the participant’s request, if needed.

For example, if you’ve identified the plan is still in SAP CRM you should use this field to enter the following text for the delegate:

SAP CRM to PACE plan transition required as part of this plan change request

To learn how to check if the current plan is in SAP or PACE, go to section Check if the current plan is in PACE or SAP CRM of article Prepare to submit a plan change request.
Select Save. You’ve now created the Plan Change case.

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If the participant has made contact because they’ve received a plan continuation letter, they don’t want a continued NDIS plan and their reassessment date has passed, you need to record this in PACE.

In the Plan Change case you’ve just created, go to the Details tab.
At System Information, select Edit (pencil) at Description.
You need to enter the following text:

Participant opts out of a plan continuation

Understand and update the case reason in the plan change case

Case Reason	Description
Assistive technology	Requests for the supply of assistive technology or equipment.
Vehicle modifications	Requests and quotes for vehicle modifications.
Home modifications	Requests and quotes for home modifications.
Plan management	Any request to change the way participant’s plan funding is
managed.
Plan error	Identification of any error with funding in a participant’s plan.
Exhausted
funds/breakdown of
informal supports	Requests where funds have been exhausted before the plan end
date or where a participant tells us they’ve had a breakdown of
informal supports.
Home & living	A participant requests inclusion of, or changes to supported
independent living, specialist disability accommodation or
individualised living option supports in their plan. If you select this
case reason, it will route to the home and living team.

Note: for requests to include specialist disability accommodation funding for participants who already have a placeholder amount in their plan, please complete additional steps outlined below. | | Change of circumstances | Any other change of situation the participant has experienced that led to the request to change their plan. | | Plan continuation | Do not select this option. | | Other | Should only be used where no other relevant theme is identified. |

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The case reason helps manage workflow. If there is more than one case reason, select the most urgent option.

Note: if exhausted funds or breakdown of informal supports are an identified factor, you must select this case reason.

To update the case reason after creating the plan change case:

From the Plan Change case, select the Details tab.
At Categorisation, select Edit (pencil) at Case Reason.
Select the correct Case Reason from the drop-down options.
Select Save.

For requests that only relate to adding Specialist Disability Accommodation (SDA) funding, you need to:

check the participant has a placeholder amount in their current plan
confirm the participant is ready to move into an enrolled SDA dwelling
update the case reason and subject accurately so the request can be located and routed correctly.

To update the case reason to Home & Living and add information about a confirmed SDA provider:

From the Plan Change case, select the Details tab.
At Categorisation, select Edit (pencil) at Case Reason.
At Case Reason, select Home & Living from the drop-down list.
Select Save.
At System Information, select Edit (pencil) at Subject. Then enter the following text in the subject field: SDA Provider Confirmed.
Select Save.

Note: you need to select save after steps 3 and 5, otherwise the correct subject won’t display.

Create a participant plan change request

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You must select Participant plan change request for all requests, unless the participant or authorised representative specifically states they are requesting a plan variation (s47A) or plan reassessment (s48).

For example:

If the participant says, my support needs have changed, and I need a new plan.

You must select Participant plan change request.
If the participant says, I want a section 48 change of circumstances plan reassessment.

You must select Participant requested – S48.

The delegate will assess the request, select the correct plan change type and make a decision to vary the plan (s47A), reassess the plan (s48) or make no change.

To learn more, go to articles Assign and review a plan change case and Make a plan change decision.

If the participant or authorised representative has specifically asked for:

a plan variation (s47A), go to section Create a Participant requested – S47A request in this article
a plan reassessment (s48), go to section Create a Participant requested – S48 request in this article.

To learn more about how to discuss plan change requests with the participant or authorised representative, go to article Discuss a participant plan change request.

To create a participant plan change request:

From the Plan Change case, select the Request tab.
At Initiate Request, select the Requested Date. The date will default to today’s date but this can be backdated to the date it was received.
At How is the request being initiated?, select Participant plan change request.
At Who is requesting the plan change?, select the relevant option. If you choose Related Party, select the Authorised Representative who is making the request and has authority to Submit request for a plan change.
Select Next.

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At Plan Change Requests, select all relevant categories. You can use section Complete and submit a plan change request in this article to help you.

Note: Save for Later won’t work if you add an extra plan change request in the same plan change case after it’s been submitted.

Create a participant requested plan variation (s47A)

request

You must select Participant plan change request for all requests, unless:

the participant or authorised representative specifically states they are requesting a plan variation (s47A)
you have delegation to make a decision.

The delegate will assess the request, select the correct plan change type and make a decision.

If you create a Participant requested – S47A:

it limits the delegate’s options in addressing the participant’s needs
they can only decide to vary or not to vary the plan
they may need to consider a CEO’s own initiative – S48.

Due to limitations in plans with funding periods, some changes can’t be completed in a plan variation (s47A). Go to section Understand the plan change request type in article Prepare to submit a plan change request.

A s47A plan change case can also be created from other cases. For example, from a reassessment check-in case.

Note:

When a participant is eligible for SDA but hasn’t located an enrolled dwelling or isn’t ready to move in, a $1 amount is included in the SDA support category as a placeholder. The plan comment is used to let them know of the SDA decision. Once the participant finds an enrolled SDA dwelling and confirms they can move in, we can consider a s47A to include the SDA funding. The s47A can only be considered when the request is only for SDA funding. For this request, select Minor change to the funding checkbox in the Plan change requests. Make sure the Case Reason

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and Subject in Details is updated accurately. Go to section Understand and update the case reason in the plan change case in this article to learn more.

If a plan change case was generated from a reassessment check-in case, you must use that case. This is a plan continuation after a reassessment check-in, where we’ve recommended and decided to continue the participant’s current NDIS supports for up to 12 months.

To create a new plan change case, go to the section Create a plan change case in this article.

Use these steps for a Participant requested – S47A:

From the Plan Change case, select the Request tab.
Select the Requested Date of the plan change. This will default to today’s date.

Note: plan change requests can be backdated to the date they were received.
At How is the request being initiated?, select Participant requested – S47A.
At Who is requesting the plan change? Select the relevant option. If you’ve chosen Related Party, select the Authorised Representative who is making the request.
Select Next.

Note: Save for Later won’t work when you add a new plan change request in the same plan change case after it’s been submitted.
At Plan Change Requests, select all categories that relate to the request. To do this, go to section Complete and submit a plan change request in this article.

Create a participant requested plan reassessment (s48)

request

You must select Participant plan change request for all requests, unless:

the participant or their authorised representative specifically states they are requesting a plan reassessment (s48)
you have delegation to make a decision.

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The delegate will assess the request, select the correct plan change type and make a decision.

If you create a Participant requested – S48:

it limits the delegate’s options in addressing the participant’s needs
they can only decide to reassess or not to reassess the plan
they may need to consider a CEO’s own initiative – S47A.

A participant or authorised representative can request a plan reassessment at any time. They may request this after a significant change of situation or if they need multiple minor changes to the plan. To learn more, go to section What is a plan reassessment? in Our Guideline – Changing your plan (external).

Use these steps for a Participant requested – S48:

From the Plan Change case, select the Request tab.
Select the Requested Date of the plan change. This will default to today’s date.

Note: plan change requests can be backdated to the date they were received.
At How is the request being initiated? select Participant requested – S48.
At Who is requesting the plan change?, select the relevant option. If you’ve chosen Related Party, select the Authorised Representative who is making the request.
Select Next.
Go to section Change in situation in this article to complete the plan reassessment request.

Complete and submit a plan change request

At Plan Change Requests, select the checkbox next to all relevant categories. These will be automatically added to the workflow steps, to be completed in order.

You should go to the relevant section in this article when you select one or more of these options:

An emergency situation has occurred that impacts the funding needs, go to section Emergency situation
Change to the fund management type, go to section Fund management type

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Change to funding periods, go to section Funding periods
Change the reassessment date, go to section Reassessment date
A correction of a minor or technical error, go to section Minor or technical error
Minor change to the funding, go to section Minor change to funding
Change in situation, go to section Change in situation.

Note: this checkbox is only available when you are completing a Participant plan change request.

Emergency situation

To learn what’s considered an emergency situation, go to section What do we mean by changing your plan? of Our Guideline – Changing your plan (external).

Follow these steps to record a request to change the plan due to an emergency situation:

At When did the emergency situation first happen?, select the relevant date.
Describe the emergency situation in the free text field.
Record details which support the request in the free text field.
Select Next.
Use the Documents tab to add relevant documents if available. Go to articles Add documents to a case and Add and link evidence to a case.
Select Next to access the Risk Matrix. Go to the Risk matrix section in this article.

Fund management type

To understand changes to fund management types, go to section Update how the funds or other aspects of your plan are managed in Our Guideline – Changing your plan (external).

You can’t change the fund management type of a single support category if it’s grouped with others in one core flexible funding component. This can only be changed with a plan reassessment (s48).

When you discuss the plan change request with the participant, you’ll need to explain how this will reduce the flexibility in how they can use their plan funds. The delegate will consider this when they make their decision.

When you record a request to change the fund management type, record:

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how the participant or authorised representative wants the plan funding managed
any reasonable risks identified in the participant’s situation. For example, a person can’t self-manage plan funds if they’re insolvent under administration
any information relating to plan utilisation. For example, have funds been spent in line with the plan.

To record a request to change the fund management type:

At Fund management, select the Update checkbox next to each support category where a change is requested.
Select the Plan Management Type from the drop-down list.
At Capture details and Provide detailed reasoning for request, complete the free text fields.
Complete this for each support category as needed, then select Next.
Use the Documents tab to add relevant documents if available. Go to articles Add documents to a case and Add and link evidence to a case.
Select Next to access the Risk Matrix. Go to the Risk matrix section in this article.

Funding periods

A funding period defines the time that part of the participant’s funding becomes available and how long it needs to last. To learn more, go to article Understand funding periods.

If there’s a request to change the funding period length of a support category, make sure to select it at Funding Periods. All support categories are listed individually, even if they’re grouped with others into funding components in the current plan. When the delegate makes their decision, they’ll need to think about how all core flexible funding components, need to have the same funding period length. If a change is made to one core flexible funding component, PACE will apply this automatically to all of these components even if they have different fund management types.

To record a request to change the funding periods length or allocated funding:

At Funding Periods, select the checkbox next to Update Funding Period Length or Update Funding Period Allocation or both as needed. If you select Update Funding Period Allocation, it’ll allow funds to be moved between funding periods.

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At Describe the changes requested for funding period and Provide detailed reasoning for request, complete the free text fields.
Complete this for each support category as needed.
Use the Documents tab to add documents relating to the change to funding periods. Go to articles Add documents to a case and Add and link evidence to a case.
At Disclosure, confirm that evidence to support the request has been added to the case.
Select Next to access the Risk Matrix. Go to the Risk matrix section in this article.

Reassessment date

Note: if the plan has funding periods, you can’t change the plan reassessment date with a plan variation (s47A), you’ll need to complete a plan reassessment (s48).

This type of request is to bring forward or extend the reassessment date. For example:

when a participant would prefer to have a longer plan duration, and their support needs are stable
after we’ve listened to the participant at the reassessment check-in and decide a plan continuation is still the most suitable approach.

To learn more, go to sections Change the reassessment date of your plan and We need to adjust your plan due to a change to the reassessment date in Our Guideline – Changing your plan (external).

Before you create a request to change the reassessment date, make sure the participant is continuing to work towards pursuing the same plan goals and:

agrees to continue with the same supports in their plan
confirms their current funded NDIS supports will meet their ongoing needs
confirms their support needs and situation are likely to be stable for the new plan duration
understands their options for an internal review if they disagree with the plan reassessment date
understands they can ask for a plan change if their situation changes before their next plan reassessment.

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To record a request to change the reassessment date:

At Reasessment Date, select the relevant New Reassessment Date Year and New Reassessment Date Month from the drop-down lists.
Select Calculate New Reassessment Date.

At Capture details and Provide detailed reasoning for request, complete the free text fields with specific details. For example:
- The plan is to be continued for a year under a plan continuation process.
- After checking the participant’s plan during the reassessment check-in, the decision to continue their plan is made and a request is initiated
- The participant’s disability or living situation isn’t stable.
- The participant entered the NDIS under early intervention criteria, is likely to have met their goals and is likely to leave the scheme in the next 3 years.
Select Next.
Use the Documents tab to add relevant documents if available. Go to articles Add documents to a case and [Add and link evidence to a case](/foi-library/releases/35091cb68d3b-foi-24-25-0754-document-disclosure-log/document-018__add-and-link-evidence-to-a-case/).
Select Next to access the Risk Matrix. Go to the Risk matrix section in this article.

Minor or technical error

To understand what changes can be made under a minor or technical error, go to section Fix a small or technical error in Our Guideline – Changing your plan (external).

To record a request to correct a minor or technical error:

At Minor or technical error, complete the free text fields at Capture details and Provide detailed reasoning for request.
Select Next.
Use the Documents tab to add relevant documents if available. Go to articles Add documents to a case and Add and link evidence to a case.
Select Next to access the Risk Matrix. Go to the Risk matrix section in this article.

Minor change to funding

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It’s important to remember that adding a significant amount of funding isn’t considered a minor change. To learn more about changes to the statement of participant supports or funding in the current plan, go to section What is a plan variation? in Our Guideline – Changing your plan (external).

Note: this checkbox can be used when a plan change request is only to include SDA funding. This is considered a minor change as the participant is eligible for SDA. The placeholder amount in the SDA support category is used to inform the participant of their eligibility and allows them to locate a suitable enrolled SDA dwelling.

To record a request for a minor change to funding:

If the request is for an existing support, select the Update checkbox next to the support category where a change of funding is being requested. If the request is for a new support category, select the Support Category from the drop-down list.
At Describe change to funding for each selected/added support category and Provide detailed reasoning for request, complete the free text fields.
If you need to update or add an additional support category, repeat the steps above. Otherwise, select Next.
Use the Documents tab to add relevant documents if available. Go to articles Add documents to a case and Add and link evidence to a case.
Select Next to access the Risk Matrix. Go to the Risk matrix section in this article.

Change in situation

To record a request to change the plan due to a change in situation:

At Changes in Situation, select the relevant option from the drop-down list.
At When did this change happen?, select the relevant date.
Provide details of the situation in the free text field.
If the plan change request includes a change in fund management type:
- select the checkbox at Change to fund management required
- enter the Reason for fund management change in the free text field.

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If you need to record more change in situation requests, select Add on the top right of the Request tab Repeat steps 1 – 4 until all change in situation requests are recorded. Otherwise, select Next.
Use the Documents tab to add relevant documents if available. Go to articles Add documents to a case and Add and link evidence to a case.
Select Next to access the Risk Matrix. Continue to the Risk matrix section.

Risk matrix

Check for any risks associated with the plan change request which could impact the participant, nominee, or NDIS.

If you don’t identify any risks:

select No, then select Next to continue to the Request confirmation.

If you do identify a risk:

go to article Identify and escalate risks in a plan change request to complete this section.

Request confirmation

If needed, select a section to check from the Steps workflow.
Make sure you’ve added the correct Case Reason to the plan change case. This is to make sure cases can be routed correctly. You need to:
- select the Details tab
- use section Understand and update the case reason in the plan change case in this article
- continue to step 3.
Select the checkbox at I confirmed the information recorded is accurate (mandatory in order to proceed for submit).
Select Submit.
Refresh your browser now. Don’t manually move the case status from Draft. The case status will automatically change to New.

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Note: if the participant has a statutory guardian and the relationship is established with an organisation account, you’ll need to manually send the auto-created Plan Change Received letter to the statutory guardian. Go to article Send a letter to a statutory guardian or trustee.

Next steps

When the plan change case is submitted, it will be automatically routed to the Plan Change Hold Queue. The request information will no longer be available under the request tab in the plan change case. You can view and check the status of the request in the decision tab.

To continue:

If you’re the delegate making the decision, assign the plan change case to yourself and review the case. Go to article Assign and review a plan change case.
If you’re not the delegate making the decision on the plan change request, there are no further steps.

Article labels

PACE user role names

No change.

Topics

No change.

Case names

No change.

Ownership

No change.

Version control

| Version | Amended by | Brief Description of Change | Status | Date | | — | — | — | — | — | | 10.0 | KWG166 | Class 1 approval. | APPROVED | 2025-09-29 |

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| | | Under heading Create a plan change case, under step 7, added instructions for staff to add a data marker that National Workload Management team will use to detect plan continuations.

Added note in the table under plan continuation to instruct staff who are creating a plan change case not to select this option. | | | | — | — | — | — | — | | 11.0 | AHB706 | Class 1 Approval

Guidance updated to explain:

all plan change requests must be submitted as a Participant plan change request unless you have delegation to make a decision
you need to submit the plan change request if the participant confirms there’s no supporting evidence for their request
how to action a plan change request if the plan is still in SAP CRM. | APPROVED | 2025-10-27 |

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