IRT – Adding and linking documents to an internal review case

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IRT – Adding and linking documents to an internal review case

This article provides guidance for an internal review officer, business support officer, or participant support officer to:

• add documents to the internal review case.
• link documents to the internal review case.

Recent updates

10 November 2025

Title of article and headings updated.

Additional guidance added to clarify the distinct requirements for adding new documents versus linking pre-existing ones to an Internal Review Case.

Adding or linking documents to an internal review case

All pre-existing documents in PACE that are related to an internal review need to be linked to the Internal Review Case as a PDF. This includes any information you have considered and received as part of the internal review, for example, emails, reports, communications, or evidence.

Any pre-existing documents located in SAP CRM that are considered as part of the internal review do not need to be saved and uploaded as a PDF into the Internal Review Case in PACE.

When adding a new document to the Internal Review Case, the file must be named using the endorsed naming convention style:

Participant or Applicant surname, Participant or Applicant first name, NDIS number, Topic/Document Name/Document and Report Date.

For example, Smith James 4312345678 Acknowledgement Letter 2023-April-29 or Smith James 4312345678 Occupational Therapist Report 2022-April-29.

Note: Pre-existing documents located in the Person Account may not adhere to the endorsed naming conventions as they may have been uploaded by participants,

applicants, or staff from other branches. Whilst it is not mandatory to rename the pre-existing documents when linking them to the Internal Review Case, it is considered best practice to do so if the document is particularly significant or directly relevant to an adverse decision. In such cases, downloading, renaming, and re-uploading the file using the endorsed naming conventions is recommended.

All documents need to be checked for integrity issues. While some documents may have been previously checked, it is best practice to review all previous and new documentation. Refer to article IRT – Checking for integrity.

Adding new documents to an internal review case

From the Internal Review Case:

1. Select the Documents tab.
2. From the Documents view, select Add Documents.
3. From the Document Details window, complete the relevant fields:
   • Select the relevant Document Category.
   • Select the relevant Document Sub Category.
   • Select either Yes or No for Does this document contain any Personal identifiable information.
   • Provide any further information in the Description free text field.
4. Select Next.
5. From the Upload Document window, Select Upload Files (you can also drag the relevant files).
6. Select Save.
7. Select Close.

Your document will now be added to the Internal Review Case.

Linking documents from the Person Account to an internal review case

From the Internal Review Case:

1. Select the Documents tab.
2. From the Documents view, select Link Documents.
3. From the Link Documents view, select the relevant document.
4. From the Link Document window, select Link.
5. Select Close. You will now automatically return to the Link Document view.
6. Select Finish.

Your document will now be linked to the Internal Review Case.

If linking more than one document, you must repeat the above process.