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Action evidence extension request for eligibility reassessment case

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FOI 24/25-0830

DOCUMENT 7

Action evidence extension request

for eligibility reassessment case

SGP KP Publishing

Exported on 2025-02-28 01:05:46

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SGP KP Publishing – Action evidence extension request for eligibility reassessment case

Table of Contents

1 Recent updates …………………………………………………………………………………………………….. 4

2 Before you start …………………………………………………………………………………………………….. 5

3 Review evidence extension request for an eligibility reassessment case ……………….. 3.1 To review the case details: ……………………………………………………………………………………. 6

4 Make and record the evidence extension decision …………………………………………………. 7 4.1 To record an extension decision: …………………………………………………………………………… 7

5 Contact the participant to let them know the extension decision ……………………………. 8 5.1 For granted extension decisions ……………………………………………………………………………. 8 5.2 For not granted extension decisions ………………………………………………………………………. 8

6 Next steps …………………………………………………………………………………………………………….. 9

Table of Contents – 2

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SGP KP Publishing – Action evidence extension request for eligibility reassessment case

This article provides guidance for an access delegate to:

  • review an extension request for an eligibility reassessment
  • make and record a decision about the extension request
  • contact the participant to let them know the extension decision.

Recent updates – 3

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SGP KP Publishing – Action evidence extension request for eligibility reassessment case

1 Recent updates

1 July 2024

Updated guidance to send a letter manually to inform the participant of the outcome of their evidence extension request. This could be either:

  • Letter – Eligibility Reassessment More Time Outcome - Granted
  • Letter – Eligibility Reassessment Time Outcome Not granted

Recent updates – 4

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2 Before you start

You have:

Before you start – 5

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SGP KP Publishing – Action evidence extension request for eligibility reassessment case

3 Review evidence extension request for an eligibility reassessment case

Note: Only one extension request case should be open at any time. If a participant or authorised representative makes a duplicate request or is amending a previous request this should be noted in the existing case rather than a new case.

3.1 To review the case details:

  1. From Person Account, select Cases tab.
  2. Open Evidence Extension case.
  3. From Request tab review extension request.

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SGP KP Publishing – Action evidence extension request for eligibility reassessment case

4 Make and record the evidence extension decision

Once you’ve reviewed the extension request details you need to decide whether to grant the extension using Our Guideline – Leaving the NDIS (external). If you need more information to make the decision follow guidance in article Contact the participant about their request for more time to provide evidence.

4.1 To record an extension decision:

  1. Select Extension tab.
  2. At Do you want to Grant the Extension? select Yes or No.
  3. At Suppress Correspondence select Yes.Note: You will send the letter manually using information in section Contact the participant to let them know the extension decision.
  4. Select extension Duration from drop-down options. If the requested duration is more than 4 weeks, the case will automatically route to a higher-level delegate to approve.
  5. Select Next.
  6. Review Decision summary, select Next – Justification.
  7. Select the relevant Justification from drop-down menu, select Next.
  8. The case will close or route if decision outcome is pending. It will be pending if the requested extension duration is more than 4 weeks.

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5 Contact the participant to let them know the extension decision

Before you send any communication, you first need to check the participant, their nominee or child representative’s preferred communication methods and authorities. Use articles Check a person’s preferred contact method and Check consent, nominee, child representative or self-representation authorities.

If needed, contact the participant by creating a contact participant task in the eligibility reassessment case. Use article [[Log an activity or internal note](/foi-library/releases/23fb25e35a95-foi-24-25-0519-decison-document/document-001__log-an-activity-or-internal-note/)](/foi-library/releases/23fb25e35a95-foi-24-25-0519-decison-document/document-001__log-an-activity-or-internal-note/).

If the primary contact method is telephone send an SMS to let the participant know you’re going to call them from a private number.

5.1 For granted extension decisions

  1. Make one contact attempt to the participant, their nominee or child representative. If the call goes to voicemail, make sure the person identifies themselves, before leaving a message. Leave a short message requesting they contact NDIA on 1800 800 110. For more information about contacting the participant, go to article [Contact attempts and unable to contact in an eligibility reassessment case](/foi-library/releases/d12c3f3ba399-foi-24-25-0830-documents-documents/document-011__contact-attempts-and-unable-to-contact-in-an-eligibility-reassessment-case/).
  2. If the person answers the call, complete a security check to verify you’re speaking to the correct person. Use article Consider a request for personal information, section How to complete a security check.
  3. You must explain that we have approved their request for more time to give evidence. Tell them we’ll send a letter to explain our decision. Confirm the new due date evidence is required by and explain that a decision will be made after this date.
  4. Log this activity using article, Log an activity or internal note.
  5. Manually send Letter – Eligibility Reassessment More Time Outcome - Granted to the participant. Use article [Send a manual letter](/foi-library/releases/0f965ec93d25-foi-24-25-0883-disclosure-log-documents/document-010__send-a-manual-letter/).

5.2 For not granted extension decisions

  1. Make 3 contact attempts over a 2-day period, at different times of day to the participant, their nominee or child representative. For more information about contacting the participant, go to article Contact attempts and unable to contact in an eligibility reassessment case.
  2. If the person answers the call, complete a security check to verify you’re speaking to the correct person. Use article Consider a request for personal information, section How to complete a security check.
  3. Explain the reasons for the decision and that it’s the participant’s responsibility to give sufficient evidence that they still meet eligibility requirements. If we aren’t satisfied they meet the requirements, they may no longer remain a participant of the NDIS.
  4. Encourage them to contact their my NDIS contact if:
    • they have questions about their plan
    • they need support with anything relating to their plan during the eligibility reassessment process.
  5. Log this activity using article, Log an activity or internal note.
  6. Manually send Letter – Eligibility Reassessment More Time Outcome Not granted to the participant. Use article Send a manual letter.

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6 Next steps

  1. The evidence extension decision can be found in the person account in the Decisions tab.
  2. If the evidence extension request is granted, at the due date the eligibility reassessment case will progress to the Eligibility Reassessment Routing Queue.

Next steps – 9

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