FOI 23/24-1232 DOCUMENT 4
The contents of this document are OFFICIAL.
Internal Review of a Planning Request
Interaction Templates
Recording interactions in the NDIS Business System (system) is mandatory. It is essential for information gathering, record keeping and a nationally consistent service delivery approach.
Use these interaction templates when recording interactions for internal reviews (s100). These are recorded in the CRM interactions tab.
Note: Copy the notes of the interaction into the supporting information section of the s100 form.
Select the interaction name in the table below to move to the template. For further guidance on creating, using and searching for interactions refer to Guide to Interactions in the NDIS Business System and Standard Operating Procedure — Create, assign, search and edit an interaction.
Important: When recording interactions make sure the correct channel and status is recorded.
Please Note: Generally only one main interaction is to be created for a s100 review request. All subsequent interactions to be added to the main interaction by using the Edit button.
Interaction Topic | Context
| Interaction Topic | Context |
|---|---|
| s100 — Request Received | This is the first interaction created when a s100 request has been drawn down. All other interactions regarding the s100 request will be added to this interaction. |
| $100 — Withdrawn/Created in error | Record this interaction when a s100 has been created in error and contact has been made with the participant. The notes in this this template are added to the s100 — Request Received Interaction. |
| $100 — Request Withdrawn Early Resolution | Use when s100 request is withdrawn as you have resolved request through early resolution and participant has agreed. The notes in this this template are added to the s100 — Request Received Interaction. |
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Interaction Topic - Context
$100 — Unauthorised Request
This interaction is sent to the creator of the request when there is no consent on the record and the request appears to have been requested by an unauthorised person.
$100 — Contact
Record interaction whenever contact has been made with the participant.
The notes in this this template are added to the s100 — Request Received Interaction
$100 — Unable to contact
Record this interaction if you are unable to make contact with the participant.
The notes in this this template are added to the s100 — Request Received Interaction
$100 — Outcome Decision - Statement of Supports / Plan Variation (S47A)
Use this template to record the outcome of a s100 decision on a Statement of supports request and/or plan variation request (Ss47A).
The notes in this this template are added to the s100 — Request Received Interaction
$100 — Outcome Decision - Reassess a plan (s48)
Use this template to record the outcome of a s100 decision on a reassess a plan request (confirm and set aside).
The notes in this this template are added to the s100 — Request Received Interaction
$100 — Completed - No change to statement of supports (confirmed decision)
Record implementation interaction when s100 is complete, there is no change to statement of supports. This interaction is to advise ND local office that the s100 has been completed.
s100 — Completed - Change to statement of supports - Implementation required with participant (set aside / vary decision)
Record implementation interaction when s100 is complete, there is a change to the statement of supports and Implementation is required with the participant.
This is an open interaction sent to the relevant team for implementation.
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Interaction Topic Context
$100 — Request to complete a plan reassessment
Record implementation interaction when s100 is complete and a subsequent request to complete a plan reassessment is required.
This is an open interaction sent to the relevant ND team to complete a plan reassessment.
$100 — Internal Review Home and Living Advice Required
Record interaction when an s100 decision has been made and the decision impacts on home and living supports (SIL and LASA) in the plan in progress. This interaction must be assigned to the Internal Review Home and Living Teams System Inbox for advice.
$100 — Explanation of Decision
Record interaction when an Explanation of Decision contact has been attempted or Explanation of Decision outcome has been provided.
The notes in this this template are added to the Explanation of decision interaction.
$100 — Higher Decision Delegate Approval level 4
Record Interaction when an s100 requires Higher Delegation Approval from an Assistant Director.
$100 — Internal Review Officer Home and Living Assessed Specialist Disability Accommodation
Record interaction when an s100 Specialist Disability Accommodation (SDA) quote has been processed and approved.
$100 - Legacy Specialist Disability Accommodation
This is to be used for a participant who was accessing Specialist Disability Accommodation funding prior to accessing NDIS.
Record interaction when an s100 SDA quote has been processed.
s100 - Request Received
Category 1 Pathway
Category 2 Internal Review
Category 3 Request review of decision under s100 NDIS Act
Channel Internal Notes Status Completed
Notes:
Date: <dd/mm/yyyy>
s100 - Withdrawn/Created in error Add notes to the existing s100 Request Received interaction
Notes
Date: <dd/mm/yyyy>
Pre Contact SMS Sent:
s100 - Request Withdrawn early resolution
Add notes to the existing s100 Request Received interaction
Notes
Date: <dd/mm/yyyy>
Pre Contact SMS Sent:
s100 - Unauthorised Request
Category 1 Pathway Category 2 Internal Review Category 3 Request review of decision under s100 NDIS Act
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Channel Internal notes
Status Open
Assign to:
Employee who submitted
Notes:
Date: <dd/mm/yyyy>
A review request for an s100 review of a reviewable decision was lodged on <dd/mm/yyyy> by an unauthorised person. <Record the detail of the unauthorised representative, relevant information>. The Internal Review Team has withdrawn the s100 and will take no further action on this request. It was not deemed a valid request as no consent was noted on the record from the participant or authorised representative.
I confirm I have checked this file and the party that submitted the review request does not have authority to act on behalf of the participant or their authorised representative.
If an internal review is required please advise the requestor that they will need to re-submit the s100 with requisite consent. Refer to Internal Review guidelines for who is authorised to request an internal review of a decision.
If a participant or their authorised representative provides consent for the review in the future, the date of the request should reflect the date a valid request was made.
The Internal Review Unauthorised Request Letter has been sent to <Participant/Child Representative/Guardian/Nominee> on
s100 - Contact
Add notes to the existing s100 Request Received interaction
Date: <dd/mm/yyyy>
Pre Contact SMS Sent:
Contact with:
Phone no: <number>
Consent confirmed: <Yes/No> <who gave consent, how – over the phone/in writing, to whom the consent is being given, for what purpose, for how long the consent is provided>
FOI 23/24-1232
POI Confirmed: <Yes/No> <3 point security check – full name, address, DOB, email, ourgansiation name, work email, work address, participant’s NDIS no., participant’s DOB etc.> Review requests as confirmed: <Request/s> For example:
- Core support for 15 hours per day to assist with daily living
- 30 hours of Therapy per week
- Funding for Assistance dog.
<Brief notes/any key points from phone conversation/ information relates to review request>.
Confirm relevant current evidence on file. All evidence provided for the internal review:
<Yes/No>. <If No, provide details of what further information is to be provided>.
Further evidence requested by IRO: <Yes/No>
Agreed timeframe: Occupational Therapy report/Functional capacity assessment, Letter from
specialist to be provided by <dd/mm/yyyy>.
Preferred Plan Duration discussed: <24 month/12 month plan end date same as scheduled
reassessment>.
Preferred Plan Management: Participant wants the new plan to be <Agency/Plan/Self-
managed>.
Preferred Method of Contact for Internal Review Outcome: <Confirmed as per current
information on system by phone/email/mail>
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s100 - Outcome Decision - Statement of Supports/ Plan Variation (s47A)
Add notes to the existing s100 Request Received interaction
Notes: Date: <dd/mm/yyyy>
Decision Outcome:
Supports reviewed were:
- <List support 1>
- <List support 2, if applicable>
- <List support 3, if applicable>
- <If s47A plan variation was also included in your s100 decision, include the support request here and state in brackets at the end of the sentence (s47A request), if applicable>
A decision was made based on the evidence available at the time of review.
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s100 - Outcome Decision - Reassess a plan (s48)
All documents relevant to the decision, including the decision letter are uploaded to CRM inbound documents, ‘s100 internal review request dd/mm/yyyy’ or attached to the s100 form.
A copy of the decision letter has been emailed/posted to participant/nominee/child representative at <insert email address/address> on dd/mm/yyyy. <If email is their preferred method of communication, include the following sentence:> Notification SMS Sent for s100 outcome email sent: <Yes on dd/mm/yyyy to nominee/child rep/guardian/participant>
If not satisfied with the decision they may also apply to the Administrative Appeals Tribunal (AAT) for a further external review within 28 days of receiving the letter.
More details about AAT are included in the letter. (If decision was to set-aside also include the following:)
Plan Duration:
Plan Management:
Notes:
Date: <dd/mm/yyyy>
Decision Outcome:
A s100 review was completed on dd/mm/yyyy in relation to the previous decision made to not <conduct a plan reassessment / not to vary the plan>.
A decision was made based on the evidence available at the time of review.
All documents relevant to the decision, including the decision letter are uploaded to CRM inbound documents, ‘s100 internal review request dd/mm/yyyy’ or attached to the s100 form.
A copy of the decision letter has been emailed/posted to participant/nominee/child representative at <insert email address/address> on dd/mm/yyyy. <If email is their preferred method of communication, include the following sentence:> Notification SMS Sent for s100 outcome email sent: <Yes on dd/mm/yyyy to nominee/child rep/guardian/participant>.
If not satisfied with the decision they may also apply to the Administrative Appeals Tribunal (AAT) for a further external review within 28 days of receiving the letter.
More details about AAT are included in the letter.
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s100 - Completed - No change to statement of supports
(Confirmed decision)
- Category 1 Pathway
- Category 2 Planning
- Category 3 Plan approved ready for implementation
Channel Internal Notes Status Open Assign according to workflow rules
Notes: Date: <dd/mm/yyyy>
<Insert the following sentence if the request requires priority action: This request is identified
for priority action due to potential risk or escalation and has been endorsed by <insert logon of
Team Leader/Assistant Director> who will provide a handover to
Risk: <insert, low, medium, high, extreme>
Risk Reason:
The IRT completed a s100 decision on <dd/mm/yyyy> for <Statement of supports/Not to
conduct a plan reassessment/Not to conduct a plan variation>. There has been no change to
the participant’s statement of supports, the date the plan will be reassessed by or plan
management method. For further information refer to the s100 Outcome of Decision letter. The
participant may require additional support to access mainstream or community services
s100 - Completed - Change to statement of supports -
Implementation required with participant (Set aside/vary decision)
- Category 1 Pathway
- Category 2 Planning
- Category 3 Plan approved ready for implementation
Channel Internal Notes
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s100 - Request to complete a plan reassessment
Status Open
Assign according to workflow rules
Notes: <Insert the following sentence if the request requires priority action: This request is identified for priority action due to potential risk or escalation and has been endorsed by <insert logon of Team Leader/Assistant Director> who will provide a handover to
A s100 internal review was completed on dd/mm/yyyy.
A decision was made based on the evidence available at the time of review.
All documents relevant to the decision, including the decision letter are uploaded to CRM inbound documents, ‘S100 internal review request dd/mm/yyyy’ or attached to the s100 form or s100 feedback form.
A copy of the decision letter has been emailed/posted to participant/nominee/child representative at <insert email address/address> on dd/mm/yyyy.
If not satisfied with the decision they may also apply to the Administrative Appeals Tribunal (AAT) for a further external review within 28 days of receiving the letter.
More details about AAT are included in the letter.
Additional Delegate notes for plan implementer :
Category 1 Pathway Category 2 Review Category 3 Commence Plan review (full) from IRT
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Channel Internal Notes
Status Open Assign according to workflow rules
Notes: Date: <dd/mm/yyyy>
<Insert the following sentence if the request requires priority action: This request is identified
for priority action due to potential risk or escalation and has been endorsed by <insert logon of
Team Leader/Assistant Director> who will provide a handover to
Risk: <insert, low, medium, high, extreme>
Risk Reason:
The IRT completed a s100 decision on <dd/mm/yyyy> and decided a plan reassessment
should take place. The reason for the plan reassessment is
S100 - Internal Review Home and Living Advice Required
Category 1 Specialised Category 2 Supported Independent Living Category 3 SIL Interaction
Channel Internal notes
Status Open Assign to: Charles Peters
Notes: Date: <dd/mm/yyyy>
Home and living advice required following s100 Decision
Risk Rating: (Low, Medium, High, Extreme).
Risk Reason: (for example, homelessness in 2 weeks, no funding in current plan).
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FOI 23/24-1232
IRT have endorsed an internal review where home and living supports have been impacted, advice is required prior to plan approval.
Internal Review Home and Living Team - please advise if a change to the SIL or LASA calculation is required.
s100 - Explanation of Decision
Add notes to the existing Explanation of Decision Interaction
- Category 1 NCC Priority Enquiry
- Category 2 NCC Priority Enquiry
- Category 3 Request an explanation of a decision
Channel Internal notes
Status Remain Open until finalising the review and completing closure tasks
Notes:
Date: <dd/mm/yyyy>
Pre Contact SMS Sent:
Explanation of Decision:
Review request:
Decision made: <confirm/set-aside>
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s100 – Higher Decision Delegate Approval Level 4
Category 1: Pathway Category 2: Planning Category 3: Plan Submitted for Approval
Channel: Internal Notes Status: Open
Notes:
Plan submitted for approval on: <dd/mm/yyyy>
Review type: s100 Review
Plan completed by:
Outline of s100 request:
Supports proposed to be set-aside/varied as part of this Internal Review Request: • <List support 1 category and volume/frequency> • <List support 2, if applicable> • <Plan management type, if applicable> • <Plan variation decision under Section 47A, if applicable>
Supports proposed to be confirmed as part of this Internal Review Request: • <List support 1 category and volume/frequency> • <List support 2, if applicable> • <Plan management type, if applicable>
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• <Plan variation decision under Section 47A, if applicable>
Plan duration:
Inflation percentage:
I confirm the participant’s plan management decision has been taken into consideration and
they have chosen to
s100 – Internal Review Officer Home and Living Assessment Specialist Disability Accommodation
Category 1: Specialised Category 2: Specialised Disability Accommodation Category 3: SDA Interaction Channel: Internal Notes Status: Closed
Notes:
SDA Quote has been processed and approved in CRM by IRO HaL
IRO HaL SDA Decision: CRM Document ID/ PACE Case: <#XXXXXXXX> Decision Date: <dd/mm/yyyy> SDA Type: Location: Design Category: Building Type: Maximum Price (2022/23): SDA PACE Enrolled Dwelling:
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Category 1: Specialised
Category 2: Specialised Disability Accommodation
Category 3: SDA Interaction
Status: Closed
Notes:
SDA Quote has been processed and approved in CRM by IRO HaL <LOGON ID>.
As per Our Guideline - Specialist Disability Accommodation page,13, where a participant is residing in SDA prior to accessing the NDIS, they are eligible for SDA funding. However, where a participant moves from their accommodation setting, they are still eligible but will require an SDA re- assessment.
Legacy Enrolled Dwelling:
Legacy ID:
Asset Provider:
Address:
SDA Type:
Location:
Design Category:
Building Type:
Max Price:
Feedback
If you have any feedback about this document complete the Internal Review Team Quality and Continuous Improvement Form and email it to the Business Improvement Team. In your email,
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remember to include the title of the product you are referring to and describe your suggestion or issue concisely.
Version control
| Version | Amended by | Brief Description of Change | Status | Date |
|---|---|---|---|---|
| 10.0 | CAP525 DII394 KMM575 | Class 1 Approval. Added ‘Decision Outcome (no contact)’ template for decisions where no contact has been made. Added ‘Request Received’ template which will be the first interaction record created by an IRO for the s100 process. Removed interaction templates not required in alignment with SOPs. | APPROVED SW006S | 2021-11-22 |
| 11.0 | KMM575 | Update made to HDD interaction based on process change. | APPROVED SW006S DLL320 | 2021-12-10 |
| 12.0 | KMM575 | Update to record Pre Contact SMS sent. Removal of NDIS Contact. Removal of HDD Interaction. | APPROVED SW006S | 2022-03-11 |
| 13.0 | KMM575 CAP525 LW0022 | Updated to document SMS notification sent for email outcomes. Included EOD interaction. Removed SIL templates and included one home and living template for ‘s100 — Internal Review Home and Living Advice Required’. Added in risk and risk reason notes for ‘s100 - Completed - no change to statement of supports’, ‘s100 - Completed change to statement of supports — implementation required with participant’, and ‘s100 - Request to complete a plan review’ interaction templates. Updated categories in home and living interaction template. Changed Internal Review Housing Team name to Internal Review Home and Living Team. Amended EOD Template and SMS outcome notification sentence in | APPROVED | 2022-11-28 |
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FOI 23/24-1232
| Version | Amended by | Brief Description of Change | Status | Date |
|---|---|---|---|---|
| 14.0 | JHH925 | Updated s100 - Withdrawn/Created in error template to align with Withdrawal of an Internal Review Request SOP. | APPROVED | 2022-12-09 |
| 15.0 | KMM575 | Updated to include HDD level 4 interaction for AD approval. | APPROVED | 2023-02-03 |
| 16.0 | KMM575 | Updated to add SDA interactions. | APPROVED | 2023-04-24 |
| 17.0 | MWN756 | ‘Assign to’ contact in s100 — Internal Review Home and Living Advice required template updated to Charles Peters. | APPROVED | 2023-10-12 |
Outcome Decision template. Amended Outcome Decision and Completed Decision interactions to align with s47A and s48(3)(a) legislation amendments.
Updated request to complete a plan review interaction to plan reassessment. Updated assign to steps for workflow rules and not Standard CRM inbox structure to align with IR Planning Decision SOP. Updated contact interaction template to confirm preferred method of contact for internal review outcome communication and other relevant details based on IR AD/TL input. Removed example based on input SWO065.
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