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Consider and action quotes

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Consider and action quotes

This Standard Operating Procedure (SOP) will help you to consider, approve or reject quotes in the NDIS Business System (System). You will also reassign the quote if it is above your delegation.

Recent updates

Date What’s changed
February 2022 Update to align with Our Guideline — Assistive technology changes for mid cost Assistive Technology (AT) supports. For AT, quotes are only required when the item is more than $15,000, or for repairs over $1,500.
Includes instruction for partners to reassign the quote when it is above the approved total plan value.

Checklist

Topic Checklist
Prerequisites - A quote required support is recorded in the System for the participant. For more information, refer to Standard Operating Procedure — Initiate and Record Quotes
  • You have received Technical Advisory Branch (TAB) advice, if required. For more information refer to 4.3 Technical Advisory Branch advice for quotable support items
  • You have reviewed the Participant Service Guarantee and are complying with the response timeframe related to your task. | | Actions | - Consider the quote
  • Approve the quote
  • Reject the quote in the System
  • Next steps |

Standard Operating Procedure

For Internal Use Only

Procedure

For more information about quote safeguards, value for money or TAB advice, refer to:

  • 4.1 Safeguard for managing quotes in the System
  • 4.2 Value for money
  • 4.3 Technical Advisory Branch advice for quotable support items

Consider the quote

When you consider the quote, you need to decide if it is in line with the National Disability Insurance Scheme (Supports for Participant) Rules 2013. For further information about quotes for specific supports, refer to:

  • Our Guideline – Assistive technology
  • SOP - Include minor home modification supports in plans
  • SOP - Include complex home modification supports in plans
  • Our Guideline - Specialist Disability Accommodation
  • Technical Advisory Branch mandatory referral criteria
  • NDIS Pricing Arrangements and Price Limits on the NDIS website.
  1. Check the participant’s record and review any Interactions, Inbound Documents or Quote Attachments for information related to the quote required support.
  2. To assist you with your decision making:
  • compare the quote amount to the Product Catalogue (benchmark price) or the Support Calculator in the Determine the Support Needs task in the System. For AT only: You can also use the AT Budget Tool in PANDA to check the benchmark price.
  • consider whether the quote is value for money. For more information refer to 4.2 Value for money.
  1. If you need help with AT quotes contact your Team Leader. Remember for AT you only need a quote if the AT item is more than $15,000, or repairs are more than $1,500.

Standard Operating Procedure

For Internal Use Only

  1. If you need another quote from a provider discuss this with the participant. Then initiate a new quote, or ask for an amended quote. For example, the quote supplied did not include all the required specifications for the participant. No more than two quotes are required.
  2. If equipment is included in the quote for additional features that are not reasonable and necessary talk to the participant. The participant can choose to make their own arrangements with a provider to pay the additional amount for the higher priced item or features.

Approve the quote

Once you consider the quote, you need to record the details and communicate the decision to the participant, provider and plan developer.

  1. Go to Implement in the participant’s record and select Provider Quotations.
  2. Select the checkbox for the relevant Open support item and select Next.

Note: You can only approve one quote at a time, if you try to approve more than one, an Error message displays. Select Close to return to the Quotations screen.

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Standard Operating Procedure

For Internal Use Only

  1. Expand the quote details. Make sure the quote details recorded, including the Quoted Amount are correct.

  2. Scroll down to see Attachments.

  3. Review any documents attached to the quote for additional information. The provider is able to attach or delete documents to an Open quote. If there are no documents attached check for further information about the quote in Inbound Documents or Interactions.

  4. Select Approve this quote. You can select Undo at any time. When you approve the quote all other quotes for the same item will be automatically closed, as only one quote can be approved for the support.

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Standard Operating Procedure

For Internal Use Only

  1. Complete the User Notes field.

Details to include:

  • the price of the quote if it is above the price in the Product Catalogue or Support Calculator.
  • amount accepted and reasons for approving the quote.
  • assessed by (include your log on details)
  • quote assessed by the (insert state) Assessment Team (if applicable).
  • Please do not reject this quote (this is needed if the quote is work flowed to a higher level delegate to be approved).
  1. Copy the User Notes to paste into an interaction at a later step. Select Submit.

Note: To approve the quote the provider must be registered. If the provider is not registered for this support an Error message displays. Select OK. To include funding for quotes for non registered providers refer to the Standard Operating Procedure – Initiate and Record Quotes.

  1. A message displays for you to confirm the total quoted amount, the amount the plan budget will increase (or reduce) to and if you wish to continue.

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Standard Operating Procedure

For Internal Use Only

  • If you select Yes and you have the delegation to approve the quote, or the quote is within the approved total plan value, the System will process the approval. Go to Step 10.
  • If you select Yes and you do not have the delegation to approve the quote the following message will display. You will need to reassign to a delegate with the appropriate delegation in the System.

[Image not converted to Markdown – check the source PDF page for the actual content]

For NDIA plan developers and delegates:

  • Select Yes and go to 3.2.2 Reassign the quote for approval if higher delegation required.
  • If you select No, an Error message displays. Select Close and return to the quotations screen to edit the quote details.

For Partners in the Community:

  • Select No. An Error message displays. Select Close and go to 3.2.3 Reassign the quote from Open Activities.

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Standard Operating Procedure

For Internal Use Only

  1. If the provider is registered for the support item, a Success message displays. Select Close.

  2. For AT only, if the quote was reassigned to you, update the Interaction Templates – Planning – Assistive Technology quote ready for approval interaction and change the status to Completed.

  3. When the quote is approved, funding in the participant’s plan automatically updates in the System to the quote accepted amount. The approved amount is available in the myplace portal.

Plan Managed quotable items

If the quotable item included in the participant’s approved plan is plan managed, complete the steps in 3.2 Approve the quote. Approve the quote to the plan manager directly. The System creates a Service Booking for the plan manager automatically. For Agency managed supports, a Service Booking is also automatically generated for the provider if it is a registered provider for the ATHM Registration group.

  1. A message displays for you to confirm if you want to approve the quote now or later:
  • if the plan manager is in place – select Yes.
  • if the plan manager is not in place select No and go to step 3.

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Standard Operating Procedure

For Internal Use Only

  1. A Success message displays, select Close.

  2. If you selected No an Error message displays. You will not proceed and can approve the quote later. Select Close.

  3. An Alert is automatically created on the participant’s record that a service booking is required.

  4. The Manage Quote Opportunities screen displays and the Opportunity Status is Closed. If you re-enter the quotation screen the status Quote is accepted displays.

3.2.2 Reassign the quote for approval if higher delegation required Only reassign the quote during approval if you are the delegate who approved the plan, or you received a ATHM Quote work item and it is above your delegation level. For Partners in the Community reassign the quote from Open Activities if it needs delegate approval. Refer to 3.2.3 Reassign from Open Activities.

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Standard Operating Procedure

For Internal Use Only

  1. From the Select Responsible Person screen enter the First Name, Last Name or User ID of the appropriate approver and select Search.

Note: Quotes above your delegation must be reassigned to a relevant member from your jurisdiction. To reassign to a team or to the High Decision Delegate (HDD) team for level 4 delegation refer to 3.2.3 Reassign quote from Open Activities

  1. You also have the option to complete a blank search and get a list of delegates who can approve the quote. If you want a list of delegates select Search.

  2. Select a delegate to approve the quote and select OK.

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Standard Operating Procedure

For Internal Use Only

  1. A Success message displays, select OK. A Work Item displays in the delegates Inbox.

  2. For AT only, create an open Interaction using Interaction Templates – Planning – Assistive Technology quote ready for approval.

Reassign quote from Open Activities

Reassigning the quote for approval from Open Activities should be completed by:

  • the delegate who approved the plan
  • you if you received the ATHM Quote work item and it is above your delegation level
  • the Partner in the Community who has received the ATHM Quote work item and it is above the approved total plan value.

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Standard Operating Procedure

For Internal Use Only

  1. From the Participant Account screen, select Internal Use, Open Activities and Reassign the Quote Receipt Notification.

  2. Select the expander to choose the Team or Employee to assign to.

  • For NDIA plan developers and delegates: Quotes above your delegation must be reassigned to a relevant member from the selection list within your State or Territory.
  • For Partners in the Community: If a quote is above the approved total plan value, reassign the quote to the Return to Service Delivery and Performance (RTS) inbox for your State or Territory. For more information refer to the Standard CRM inbox structure.

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Standard Operating Procedure

For Internal Use Only

  • Level 4 delegation: NDIA plan developers, delegates and Partners in the Community should reassign to SDS SDSA RFA/ SDSA Ready for Approval for High Decision Delegate (HDD) team.
  1. The Success message displays, select OK.

[Image not converted to Markdown – “Success Message” – check the source PDF page for the actual content]

  1. For AT only, create an open Interaction using Planning Templates – Assistive Technology quote ready for approval. You may be contacted by the higher delegate if they need more information.

Reject the quote in the System

Before you reject the quote in the System, you will need to make sure the participant is advised, you have explained any available options and an Interaction is recorded. Only delegates with appropriate delegation levels can reject a quote. Partners in the Community should not reject a quote in the System. If you do not accept the quote, you should:

  1. Contact the participant or authorised representative and advise the reason the submitted quote has not been accepted. For example, the submitted quote includes additional features that are not necessary for the participant to achieve their goals.
  2. Explain they have the option to submit a revised quote for the support from the same provider, or another provider.

Note: You are able to re-open a rejected/closed quote from the same provider as many times as required. Once a quote from a provider has been rejected, another quote can be raised for this item from the same provider. 3. Explain the participant has the right to choose a more expensive option at their own expense (less the NDIS reasonable and necessary amount for the support), if they prefer the more expensive item. Advise the participant to discuss payment arrangements directly with the supplier. Where possible, an updated quote showing the NDIS funding and any contribution from the participant or other source, for any other

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Standard Operating Procedure

For Internal Use Only

features is preferred. The quote can then be edited and accepted in the System for the adjusted amount to match the agreed NDIS funding to be provided. 4. From the Implement screen, select Provider Quotations.

[Image not converted to Markdown – check the source PDF page for the actual content]

  1. The Manage Quote Opportunities screen displays. The opportunity status is Open.

[Image not converted to Markdown – check the source PDF page for the actual content]

  1. Select the checkbox for the support item and select Next.

[Image not converted to Markdown – check the source PDF page for the actual content]

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Standard Operating Procedure

For Internal Use Only

  1. Select Reject this Quote. Type: Home Mod - Refurb.

Providers

| Approve this Quote [i]

| $2,500.15 NDIA has received respo | Reject this Quoted

  1. The Undo button is now active.Select Undo to remove the check box next to Reject this Quote, if required

Type: Home Mod - Refurb.

Providers

| Approve this Quote [i]

| $2,500.15 NDIA has received respo | Reject this Quote

  1. Select the expander and complete the User Notes field. Record your reasons for rejecting the quote. Approve this Quote [i] $2,500.15 NDIA has received respo ®) Reject this Quote

Quote Details Linked Documents Quote Number: + User Notes:

— Rejection due to

5004720 Date Requested: 18.06.2020

Note: An Error message displays if you do not complete the User Notes. Select close and complete the User Notes to continue.

  1. Select Submit.

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Standard Operating Procedure

For Internal Use Only

  1. A Success message displays. Select Close.

  2. From the Quotations screen the status is automatically updated to Quote was unsuccessful.

Type: Home Mod - Refurb.
Providers
+ Provider Quoted Amount Status
> $2,500.15
  1. You can re-open a rejected quote to edit the details or send the quote back to the provider. To edit the quote amount select Re-open.
Type: Home Mod - Refurb.
Providers
+ Provider Quoted Amount Status
> $2,500.15

Standard Operating Procedure

For Internal Use Only

  1. Select Re-open again and Submit.

  2. A Success message displays. To return to the Quotations screen to make changes to the quote, select OK.

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Standard Operating Procedure

For Internal Use Only

  1. You can resubmit the quote to the same provider as it is, or you can change the Price or User Notes. Select Yes at Update Details and update details if needed.

  1. Select Send to Provider.

  1. Select Submit.

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Standard Operating Procedure

For Internal Use Only

  1. A Success message displays. To return to the Quotations screen to make changes to the quote. Select OK.

  2. Create a closed Interaction and record the details of your conversation with the participant, including the details of the options available to them.

Next steps

  1. Contact the participant and let them know if the quote for their AT is approved. Also contact the following, if relevant:
  • the AT provider
  • the plan manager, if a plan manager is appointed
  • the plan developer, if you did not develop the plan.

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Standard Operating Procedure

For Internal Use Only

Appendices

Safeguards for managing quotes in the System

  • Partners in the community can approve quotes if the cost of the plan remains within the approved total plan value.
  • If the quote increases the total plan amount above the delegation of the original approver, the System prevents approval of the quote. The quote approval will need to be reassigned to a delegate with the required delegation to approve the quote.
  • A quote can only be approved for one provider for each support item. Once a quote is approved, any quotes from other providers for the same item will be automatically closed in the System.
  • If a quote is approved for less than the support item price, the remaining funds cannot be claimed. A further quote cannot be raised for the same item.
  • Multiple quotes cannot be accepted for the same support item.
  • The details of the partner or delegate who approves or the delegate who rejects the quote are recorded in the System.
  • A quote can be approved as long as the participant’s plan is active.

Value for Money

There may be times where items on a quote are not considered value for money. Some examples are:

  • Another support would achieve the same outcome at a substantially lower cost. For example, a mattress with the same specifications can be sourced from another supplier for a cheaper price.
  • If the participant has chosen additional features for their AT support that do not relate to their disability. For example, a metallic blue paint finish for a wheelchair.

If there are items on a quote you do not consider value for money, you should:

  • contact the participant to discuss your decision
  • request a new quote without the features which are not reasonable and necessary

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Standard Operating Procedure

For Internal Use Only

  • discuss whether the participant would like to make their own arrangements with the provider to pay for any additional features that do not meet reasonable and necessary criteria
  • provide time for the participant to submit the new quote prior to plan approval. If the quote is not received prior to plan approval, you cannot approve the item and will need to complete a plan review when the quote is received.

Technical Advisory Branch advice for quotable support items

If you are not sure if the quote and assessment match the justification for the support in the current approved plan you should talk to your team leader. If further advice is then required, refer to the Technical Advisory Branch (TAB) for advice using the TAB Making a Request intranet page. For assistive technology you only need to ask for a quote if the item is more than $15,000. If there is a large difference between the price on the quote and the benchmark value (more than 10%). You will also need to refer to TAB for any supports listed as needing mandatory referral on the AT Mandatory TAB Request intranet page. If, following TAB advice, you make a decision that the support meets the reasonable and necessary criteria you can approve the quote. You should also contact the TAB if the person providing the assessment is the same as the supplier to determine if there is any perceived or actual conflict of interest. For home modifications where the quote is higher than the benchmark (more than 20%) in the support calculator you should refer to the TAB for advice. All Complex home modifications, are required to be referred to the TAB. For further information, refer to the HM Mandatory TAB Request advice page.

Feedback

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

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Standard Operating Procedure

Version control

Version Amended by Brief Description of Change Status Date
1.0 JC0075 AGV957 Class 2 Approved
Endorsed by Partner Performance Branch
New resource created by separating Standard Operating Procedure — Manage Quotations into Standard Operating Procedure — Initiate and Record Quotes and Standard Operating Procedure — Consider and Action Quotes		 APPROVED 2020-09-24
2.0 JS0082 Class 2 Approval
Updated instruction to reassign to HDD inbox.		 APPROVED 2020-09-28
3.0 JS0082 Class 1 approval
Sentence on PED KPIs included in Pre-requisites to encourage compliance with KPIs relevant to pre-planning.
General updates to wording and formatting for consistency and readability.		 APPROVED 2020-12-22
4.0 CW0032 Update to align with Our Guideline — Assistive Technology (AT) changes for mid cost supports. Quotes are only required when the AT item is more than $15, 000.
Includes instruction for partners to reassign the quote if it above the approved total plan value.		 APPROVED 2022-01-31

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