IRT - Complete an access or revocation Internal Review Case | FOI document library

DOCUMENT 10

IRT - Complete an access or revocation Internal Review Case

This article provides guidance for an internal review officer to complete internal review requests for access and revocation decisions. It also includes process steps for non-delegates including business support officers and participant support officers, troubleshooting tips and contact process in appendix.

You can also refer to the article IRT - Access and revocation practice guide which will support decision making. Internal review officers should always be considering relevant legislation and policy in the first instance when making decisions.

Recent updates

15 December 2025

Additional steps added at Making a set-aside decision.

Removal of Proposing a set-aside outcome section.

Removal of references to mandatory TAPIB requests.

Additional scenario added at Appendix 7.

Conduct a desktop review

An initial assessment of the internal review should be completed using the information available on the applicant’s record in PACE.

From the Person Account:

Review and take note of any Alerts on the applicant’s record and follow any instructions detailed within the alert.
Confirm the Tier Role shows Person with a disability and if it doesn’t, send an email to the Intake and Triage Team, cc’ing in your team leader and include the applicant’s name, their NDIS number, a description of the error and a request to change the tier role to Person with a disability.

Note: You will not be able to make a decision in PACE until the tier role has been corrected. This requires an ICT ticket to be lodged by the Intake and Triage team via the ICT Service Desk.

Tier role status and Revocations: It is essential that IROs check both the Leaving the NDIS Date and the Tier Role status for each internal review of a

revocation decision. Please refer to the scenarios in Appendix 7 to determine the appropriate steps to follow in these cases.

Within the Details tab, confirm the Identity Confirmation Status. Refer to article Understand the identity confirmation status.

Note: Identity can also be confirmed and recorded within interactions from SAP CRM. If identity cannot be verified via a Centrelink check, complete steps to verify Age and Residency through a request for further information and/or completing an AIM referral. Refer to the heading Referrals to the Access Integrity Management team for information on AIM referrals. For more information on identity confirmation, refer to the article IRT - Access and revocation practice guide.

Confirm a postal address is recorded for the applicant and/or authorised representative. To add or change information, refer to article Update a person account.
Select the Cases tab and confirm there isn’t concurrent cases open for a new access request or a review. New access requests can only be made once a review is complete.

Applicants have the option to withdraw the Internal Review Case or the Access Request. You must contact the applicant to confirm if they want to continue with the internal review or withdraw it and continue with the access request. Refer to the heading Contact the applicant and article IRT- Withdraw or cancel an internal review.

Select the Documents tab to confirm the access not met (ANM) letter has been uploaded. If the letter isn’t uploaded refer to article IRT- Access not met letter not on record.
Select the My Profile tab, and from the Disabilities view and note the disabilities recorded.

Validate consent

From the Person Account:

Select the Relationships tab.

From the Authorised Reps tab, in Roles and Relationships, confirm the person who requested the review is listed as an Authorised Person with a Status of Active.
Select Check Authorities to make sure the Submit request to review a decision made by the NDIA (S100) box is selected. If a person has the correct roles and authorities, you can continue to the heading Validate the request lodgement date. If the person does not have the correct authorities, continue to step 4.

Note: select the Relationships tab for relationship details and parental responsibility when completing an internal review for a child.

Make one attempt to contact the applicant, or their authorised representative to seek consent for the internal review to proceed. This attempt requires an SMS and either a phone call or email. If contact is successful and consent is not provided, or contact is unsuccessful and you are unable to obtain consent, proceed to step 6.
Send the Internal Review Unauthorised Request Letter. Refer to the article IRT – Sending a manual letter.
Withdraw the Internal Review Case. Refer to the heading Withdraw an internal review case in the article IRT - Withdraw or cancel an internal review. As the unauthorised request letter is being sent, a withdrawal letter is not required to be sent.

Validate the request lodgement date

From the Internal Review Case, select the Request tab and confirm the Date review request submitted date is correct by comparing the date the NDIA received any written communication or recorded contact requesting the internal review.
If the Date review request submitted date was entered incorrectly, but still within 3 months of the original decision, you must withdraw the Internal Review Case. Refer to the heading Withdraw an internal review case in the article IRT- Withdraw or cancel an internal review and proceed to step 4. If the Date review request submitted date was entered incorrectly, and the timeframe to request an internal review has expired, refer to article IRT- Miscategorised request.
Confirm the access not met or revocation Decision Date is correct and if not you must cancel the Internal Review Case. Refer to the heading Cancel an internal

review in the article IRT- Withdraw or cancel an internal review and proceed to step 4.

Re-create the internal review with the valid request date, refer to article Submit a request for an internal review (s100).

Check for legislation used in original decision

Check the Access Decision Case to see what legislation was used in the original decision.

From the Access Decision Case:

Select the Decision tab and check the legislation that was used at the time of the original decision. For review of a decision to revoke a person’s status as a participant, apply the same legislation that was applied at the original eligibility reassessment decision.

Validate the request type

From the Request view, confirm the below details:

o At Decisions, the Decision User Code does not show as NA or blank. o At Requests for PACE Decisions, the RORD line (Name) is not blank or does not have a forward slash / and the Decision Type is Access. o If the above details are incorrect, you must cancel the Internal Review Case and recreate it.
Refer to the heading Cancel an internal review case in the article IRT- Withdraw or cancel an internal review and proceed to step 3.
Re-create the internal review with the valid request date, refer to article Create an internal review (s100) for all PACE decisions and SAP CRM access not met and statement of support decisions excluding compensation.

Technical advice

If Technical Advice and Practice Improvement Branch (TAPIB) input is required, refer to article Create a technical advice case. If evidence indicates an applicant has a substantially reduced functional capacity but permanency of an impairment is not clear, it is recommended that IROs discuss this with their line manager before submitting a TAPIB request.

Note:

o if you need to create a Technical Advice Case you must create this from the Internal Review Case. o when creating a Technical Advice Case, within the Case Information view, in the Subject Line of the advice request, enter s100.

Wait for TAPIB to action the Technical Advice Case before progressing with making a decision.

Revocation cases only - Confirming Requests for PACE Decisions

Within the Requests for PACE Decisions view, confirm the correct Name is displaying.

From the Internal Review case:

Select the Decisions tab.
In the Requests for PACE Decisions view, if the Name field displays as Eligibility Reassessment, the Internal Review Case will need to be cancelled and recreated. Refer to Appendix 4 – Cancel and recreate a revocation case.

Scheme integrity

When completing the desktop review, make sure you review and check all documents for integrity issues. Refer to article IRT – Checking for integrity.

If there is scheme integrity information, such as an Internal Note or an Alert, review the information and contact your team leader if guidance is required.

Referrals to the Access Integrity Management team

The Access Integrity Management (AIM) team can perform verification checks on all access not met and revocation internal reviews.

Identity Verification – Applies to set aside internal review decisions only

If you identify concerns surrounding the identity verification steps taken you must submit an enquiry to the AIM team through the Refer to AIM button in PACE.

Note: this referral should be made prior to completing the set-aside outcome.

From the Person Account:

Select the drop down menu located on the Person Account banner.
Select Refer to AIM.
From the Referral Reason drop-down menu, select the appropriate reason.
Complete the Other details section with concerns and information relating to identity verification.
Select Next.
Do not proceed with the decision until a response is received.

Residency – Applies to all internal review decisions

If there are concerns regarding residency status, referrals to the AIM team to request validation from the Immigration database are to be made via the AIM Hub.

Open to the AIM Hub.
Select the Integrity & Residency Enquiries button
Under the heading What is your role? select IRT Access.
Select your enquiry type and complete the applicable fields.
Once the enquiry has been submitted AIM will review the enquiry and respond via email.

Validating evidence of a disability – Applies to all internal review decisions

If there are concerns surrounding validating evidence of a disability, referrals to the AIM team are to be made via the AIM Hub.

Open the AIM Hub.
Select the Integrity & Residency Enquiries button
Under the heading What is your role? select IRT Access.
Select your enquiry type and complete the applicable fields.

Once the enquiry has been submitted AIM will review the enquiry and respond via email.

Contact the applicant

You will need to contact the applicant to clarify their request and gather additional details.

When completing an internal review, the applicant must be part of the decision-making process.

When contacting an applicant or authorised representative, you must first check their preferred communication method and authorisations. Refer to the article Check a person’s preferred contact method for further information.

When contacting an applicant, or authorised representative, you must also log an Activity. Activity types include:

SMS messages
phone calls
emails
face-to-face meetings.

Refer to article Log an activity or internal note for guidance on creating case activities.

As the Reviews Branch is a virtual team with a limited footprint, we do not include face-to-face meetings as part of the standard service offering. If a face-to-face meeting is requested, the review officer must discuss and explore other options, such as engaging with advocates/authorised representatives, interpreting supports, and organising specific times to call, if it is determined that a face-to-face meeting may be necessary, seek assistance from your line manager to identify a pathway forward.

If during contact, there is a media threat, advise your line manager who will contact the Media Team and advise of any follow up action if required.

Phone

If the applicant’s preferred contact method is by phone:

Make one contact attempt. This attempt requires a pre-call SMS. Refer to Appendix 1 – SMS process. If contact is unsuccessful, leave a voicemail (if possible) and refer to the article IRT – Unable to contact process.
If contact is successful begin by:

o Stating your name, advising you are from the NDIA. o Verifying the identity of the person you are calling. Refer to article Understand how to verify identity documents. o Acknowledging the type of internal review. o Listing the documents received that will be considered as part of the internal review. o Confirming whether the applicant would like to supply further information, and if so, refer to the article IRT – Requests for further information. If they do not wish to provide further information, advise them the review will progress based on the available information.
Confirm their preferred method of contact for the internal review outcome notification.
Remind the applicant of the support pathways available via their Local Area Coordinator, Early Childhood Partner and/or Support Coordinator, the contact centre, and local NDIS office. This will assist with connecting to mainstream supports and gathering and submitting information for their internal review.

If an applicant’s preferred contact method is email:

Send an email. Refer to Appendix 2 – Email process.
The next business day after the introduction email timeframe has lapsed, if there has been no response, proceed with the review based on the information available.

Mail

If an applicant’s preferred contact method is mail:

If appropriate send the Internal Review Request for Information Letter to the applicant’s listed address and request a reply within 14 days. Refer to the article IRT – Sending a manual letter.
The next business day after the request for further information letter timeframe has lapsed, if there has been no response, proceed with the review based on the information available.

Adding evidence to the internal review case

From the Internal Review case:

Navigate to the Evidence tab and select Add Evidence.
Select the Evidence Type and Document Type, then select Next.
Complete the mandatory fields.
Complete Evidence description using the following format:

Recipient surname, Recipient first name, NDIS number, Letter Type, Date For example, Jones Ruby 88888888 Name of document, 2024-Mar-29

Note: for Health Professional Details AHPRA Number. Refer to website Australian Health Practitioner Regulation Agency (external).
Select the document from Attachments list, then select Submit.
Select Link to case.

Repeat the above steps until all evidence used in the decision is recorded individually.

Review the evidence

Evidence in both SAP CRM and PACE needs to be reviewed.

If documents are in SAP CRM:

they do not need to be transferred to PACE

an internal note must be created advising the documents are located in SAP CRM. Refer to article Log an activity or internal note.

During your review of the evidence, you may determine that additional information is needed, refer to article IRT – Requests for further information.

If the original decision was made post 3 October 2024, you must consider whether the applicant meets the Disability (s24) requirements, Early Intervention (s25) requirements, or both.

Enacting an access or revocation review decision

Making a confirmed decision

From the Internal Review case:

Select the Decision tab.
From Request for PACE Decisions, select Pending Decision.
Select Make a Decision.
From the Decision view, complete the mandatory fields for decision.
Select Next – Justification.
From the Justification view, select relevant Justification.
Select relevant Sub-Justifications. Add any further Justifications or Sub-Justifications by selecting Add.
Record the reasoning for each Sub-Justification in the Explanation section.

Note: select all Justifications and Sub-Justifications where Disability (s24) and Early Intervention (s25) has not been met.
Select Next – Evidence.
From the Evidence view, complete mandatory fields for evidence.
Select Next.
From the Confirmation view, select Done.
The Decision will now show as a Drafted decision.

Note: if the Decision remains as Pending Decision rather than Drafted Decision, or the Justifications and Sub Justifications do not display, refer to Appendix 5 – Confirmed decisions.

Note: if the Justifications duplicate, a 3P Support Suite ticket will need to be raised. When submitting the ticket via the Service Desk you will need to select the option to Share the ticket for tracking. Refer to your team leader for who this is to be shared with.

For non-delegates, progress to the heading, Non delegate decisions to send a drafted decision for approval.
Return to the Internal Review case and from the Decisions tab select Submit Decisions.
From the Confirmation view, select Next.
From the Summary view, select Done. The decision will now show as a Completed decision.
From the Decision tab, select Confirm manual letter has been sent.
From the Confirmation view, select the appropriate option.
Select Next.
From the Decision Letter Sent view, select Next. You will now be returned to the Internal Review Case.
Send the decision outcome letter, refer to article IRT – sending a manual letter.
The applicant or their authorised representative who requested the review will need to be informed of the outcome. Refer to Appendix 3 – Communicate an outcome for guidance on communicating the decision outcome.

Complete closure tasks for the internal review

From the Internal Review Case:

From the Log Activity view, create an Internal Communication to note the decision has been made using the correct template from IRT- Access and revocation request internal note templates. Refer to article Log an activity or internal note for guidance on creating case activities.
From the Details view, in the banner, select the Complete Case button.
At Closure Reasons options, from the drop down menu, select Completed.

Closure comments can be added to advise of a confirmed decision
Select Confirm and then select Done.
From the Person Account navigate to the Cases tab and check Open Cases to see if any other cases relevant to the internal review have a status of New or In Progress. These cases can be Closed or marked Completed if there is no further action required.

Making a set aside decision

From the Person Account:

Confirm the correct Tier Role is reflected.

Note: In the majority of cases, the Tier Role should reflect Person with a Disability, however in some revocation scenarios the Tier Role may still reflect Participant or N/A. Refer to Appendix 7 - Tier role status in revocation internal review decisions for guidance on correcting the Tier Role before progressing to the next steps.
Complete a Streaming Case. Refer to article Complete a streaming case (streaming and restreaming).

From the Internal Review Case:

Select the Decision tab.
From the Decision tab select Pending Decision from Request for PACE Decisions.
Select Make a Decision.
From the Decision view, complete the mandatory fields.
Select Next – Justification.
From the Justification view, select the relevant Justification.
Select the relevant Sub-Justification. Add any further Justifications or Sub-Justifications by selecting Add.
Record the reasoning for each Sub-Justification in the Explanation section.

Note: select all Justifications and Sub-Justifications where Disability (s24) and Early Intervention (s25) has been met.

Select Next – Evidence.
From the Evidence view, complete mandatory fields for evidence.
Select Next.
From the Confirmation view, select Done. The decision will now show as a Drafted decision.

Note: if the justifications duplicate a 3P Support Suite ticket will need to be raised. When submitting the ticket via the Service Desk you will need to select the option to Share the ticket for tracking. Refer to your team leader for who this is to be shared with.
Return to the Internal Review Case and from the Decisions tab select Submit Decisions.
From the Confirmation view, select Next.
In the Summary view, select Done. The decision will now show as a Completed decision.
From the Decision tab, select Confirm manual letter has been sent.
From the Confirmation view, select the appropriate option.
Select Next.
From the Decision Letter Sent view, select Next. You will now be returned to the Internal Review Case.
Select the Case Activity tab and review the list of Open Activities.

o If there are no open activities, proceed to step 21. o If you identify an open Participant has left the NDIS activity: - Select the Participant has left the NDIS activity hyperlink in the subject field.

Select Mark Complete.
Confirm this updates to Completed.
Select the refresh icon.

The Participant has left the NDIS activity should no longer appear in the list of open activities.
Return to the Decision tab, proceed to step 21

From the Decision tab, select Create Access Decision Case.
Select View Child Case. The Access Decision Case will open automatically.
From the Access Decision Case, update the case status from New to In Progress by selecting the Progress Case button.
From the Access Decisions Case view, select the Decision tab.
From the Pre-Assessment view, select the Legislation version that will be used for the access decision from the drop-down options by identifying the date of the original access request.

Note: when setting aside a decision to revoke a person’s status as a participant apply the same legislation that was used in the original eligibility reassessment decision not the date of the original access met decision.

o If the date of the original access request is before 3 October 2024, select National Disability Insurance Scheme Act 2013. o If the date of the original access request is on or after 3 October 2024, select - National Disability Insurance Scheme Amendment (Getting the NDIS Back on Track No. 1) Bill 2024.

Complete the mandatory fields for Further Information and Identity Evidence.
From Disability Evidence, confirm that you have verified the evidence of disability. Once confirmed, the Impairment Assessment will appear.
Complete the Select assessed Impairment field and add all impairments that meet the disability or early intervention criteria. If the criteria has been met for

multiple impairments, select the Add button to add details of any further impairments.

Complete all remaining mandatory fields.
Select Next.
From the Age & Residency Sub Criterion view complete the mandatory fields.
Select Next.
From the Early Intervention Sub Criteria view complete the mandatory fields.
Select Next.
From the Disability Sub Criteria view complete the mandatory fields.
Select Next.
From the Decision Main Criteria screen, complete the relevant step depending on the legislation used:

o National Disability Insurance Scheme Act 2013, make sure the Overall Access Decision is ACCESS MET. You can return to the previous screens by selecting Back if changes are required. o National Disability Insurance Scheme Amendment (Getting the NDIS Back on Track No. 1) Bill 2024., you must select one or more of the related impairments that meet the requirements for disability, early intervention, or both. For guidance on how to complete this, refer to Appendix 8 - Impairment Categories. Under this legislation, participants will receive an automatically generated PACE letter. For decisions where the original access request was made on or after 1 January 2025, the letter will include impairments categories information. The impairments selected at this step will be included in the impairments categories information. o Make sure the Overall Access Decision is ACCESS MET. You can return to the previous screens by selecting Back if changes are required.

Select Approve. If you have made the decision under the National Disability Insurance Scheme Act 2013, an automatically generated letter will not be issued, and steps 42-47 will not be relevant.
From the Recipient Details view, select Next.

From the Preview Options view, under Do you want to preview the document before sending it?, select Yes. Under Select a Recipient for preview, select the appropriate option.
From the Preview Document view, review the document and select Next. You can return to the previous screens by selecting Back if changes are required.
From the Correspondence Confirmation view, select Submit Correspondence.
From the Correspondence Summary view select Next.
From the Confirmation view select Done.

The Access Decision Case status will automatically change to Closed. A Plan Approval Case will be automatically generated.

Note: if the plan approval case does not generate, or the review does not automatically close a 3P Support Suite ticket will need to be raised. When submitting the ticket via the Service Desk you will need to select the option to Share the ticket for tracking. Refer to your team leader for who this is to be shared with.

Send the decision outcome letter, refer to article IRT – sending a manual letter.
The applicant or their authorised representative who requested the review will need to be informed of the outcome. Refer to Appendix 3 – Communicate an outcome for guidance on communicating the decision outcome.

Note: If making a set aside for a revocation decision, you must action the Leaving the NDIS Case. To action the Leaving the NDIS case, follow the steps in Appendix 6 – Actioning an open Leaving the NDIS Case.

Update the Disabilities tab

From the Person Account, select My Profile.
Select the Disabilities tab.
Review Active status to see what disabilities are current.

If required, use article Update a person account to:

add any disabilities that meet the eligibility requirements for disability, early intervention, or both.
remove any disabilities that don’t meet the eligibility requirements by adding an End Date.

Non-delegate decisions process

Before completing any actions in PACE, non-delegates must determine if they are proposing a set aside or confirmed outcome. The non-delegate must complete both the appropriate outcome letter and basis of decision, which must then be uploaded to the Microsoft Teams folder.

The non-delegate must update the subject of the Internal Review Case to ready for delegate.

If proposing a set aside outcome, the non-delegate must escalate this to their team leader via email. If the team leader agrees with the set aside proposal, the decision will then be sent to the lead delegate to finalise.

Once the letter and basis of decision has been uploaded to the Microsoft Teams folders, the non-delegate must change to Case Owner to their team leader.

Appendix 1 – SMS Process

All contact methods and attempts require internal review officers to send a text message to the applicant.

When sending an SMS:

Make sure the SMS is sent one hour before contact is made.
Consider appropriate contact times based on varying time zones, gazetted public holidays, and other relevant factors such as school drop off and pick up times.

For every SMS sent, make sure you log an activity to record your SMS contact and include the following:

which SMS template was sent
why the SMS was sent
details of who the NCC need to direct the call to if the SMS sent asks the person to call us.

Refer to article Log an activity or internal note for guidance on creating case activities.

Send an SMS

In PACE:

From Open Cases, select the case you want to send an SMS from.
From the Activity panel, select Send SMS. The Mobile Number will populate from the person account.

Note: if you’re sending an SMS from the case you’re working in, it will use the mobile number on the person account linked to that case. If the person has an authorised representative, the mobile number won’t populate from the authorised representative’s account. For more information regarding this, refer to the heading Understand who an SMS will send to in the article Send an SMS in PACE.
At Select an SMS Template, select the type of SMS you want to send from the drop down list.

o Unable to contact o We are going to call you.

Note: You have an appointment and You have missed an appointment SMS templates are not used in the internal review process.
Select Next.
Review the message in Preview of SMS. If the message:
Is correct, select Send SMS. Progress to step 6.
Needs to be changed, select Select another template. Go back to step 3.
Once the SMS has successfully been sent, select Finish.

Appendix 2 – Email process

To send an email in PACE, navigate to the Activity window:

Select the Email tab.
In From, select the account you would like to send your email from.

Note: applicant contact must be sent from enquiries@ndis.gov.au.
In To enter the email address, or addresses, you would like to send your email to. You may select the Cc button if you would like to add the Cc field.
In Sensitivity Label Category, select the appropriate classification.
In Subject, enter the subject of your email.
Complete body of the email, using the IRT – Internal review email templates as required.
Select Send.
Document the email contact as an Internal Communication. Refer to 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/).

Appendix 3 – Communicate an outcome

The applicant, or their authorised representative who requested the review will need to be informed of the outcome of the internal review. This includes information about how and why the decision was made, where to seek further assistance if required and their review rights. You must document this contact as an Internal Communication. Refer to article Log an activity or internal note.

When contacting an applicant, or authorised representative, you must first check their preferred communication method. Refer to article Check a person’s preferred contact method.

If making phone contact, refer to article Guide - Conversation style guide for guidance on how to have authentic and engaging conversations.

Phone

Make one attempt to contact the applicant. This attempt requires a pre-call SMS. Refer Appendix 1 – SMS process. If contact is unsuccessful, and if the internal review is a priority or escalation, further outcome contact attempts may be required.

If contact is successful begin by:

o stating your name, advising you are from the NDIA o verifying the identity of the person you are calling, refer to article Understand how to verify identity documents.
Communicate the outcome of the decision by explaining:

o what evidence was reviewed o the reasons for the decision, referencing the appropriate legislation and guidelines.
Continue the process by referring to one of the relevant headings below:

o For access or revocation internal reviews with an outcome of set aside o For access or revocation internal reviews with an outcome of confirm.

For access or revocation internal reviews with an outcome of set aside

Advise a planner will be in contact to assist in the planning process.
Advise a written notice of the decision will be issued by mail or email. Refer to article IRT – Sending a manual letter.

For access or revocation internal reviews with an outcome of confirm

Advise the applicant of their Administration Review Tribunal (ART) rights. Explain that ART applications must be lodged within 28 days of the internal review decision date. A Disability Advocate may also be able to help them with lodging an external review. Refer them to the ART website or provide the ART phone number if required (1800 228 333).
Where applicable, advise of mainstream services which may be able to assist them such as a General Practitioner care plan or early aged care assessment; their Local Area Coordinator office or Early Childhood Partner will be able to assist them.

Advise a written notice of the decision will be issued by mail or email. Refer to article IRT – Sending a manual letter.

Send an email with the outcome internal review letter attached. Refer to Appendix 2 – Email process and article IRT – Sending a manual letter.

Mail

Send the outcome internal review letter to the applicant’s mailing address. Refer to article IRT – Sending a manual letter.

Appendix 4 – Cancel and recreate a revocation case

To cancel the Internal Review Case:

From the Details view, in the banner, select the Cancel Case button.
From the Closure Reason drop down select Cancelled-Other.
In the Closure Comment field enter closure comments
Select confirm.

The Internal Review has now been cancelled.

To create a new Internal Review Case:

From the Person Account, select the Cases tab, then select New.
Select Internal Review then select Next.
In Categorisation Type select Scheme Eligibility.
From the Initiate Request view, select Date review request received.
Select the option for Who is requesting review.
From the Decisions view, select Decision from SAP CRM.
At the Type drop-down list, select Access.
Select New.
At the Decision Name drop-down select Access Revoked and complete remaining mandatory fields.

Select Save.
Select Next.
At Reason for review drop-down select Don’t agree with original decision.
In the Additional Information field add the below template:

Eligibility Reassessment revoked dd/mm/yyyy

Select Save, then select Next.
Select Add or Link Documents, then select Next.

Note: if adding documents, they must be saved using the following format:

Recipient surname, Recipient first name, NDIS number, Letter Type, Date

For example, Jones Ruby 88888888 Name of document, 2024-Mar-29

Select Next.
Complete Risk Matrix then select Next.
From the Submit Internal Review Request view, add in any Call Notes from original Internal Review Case.
Select Submit.

Note: The Status of the case will show as New. Assign the Internal Review Case to yourself by selecting Change Case Owner. The Internal Review case is now created.

Appendix 5 – Confirmed decisions

If the Decision remains as Pending Decision rather than Drafted Decision, or the Justifications and Sub Justifications do not display, complete the below steps:

From the Decision view, complete the mandatory fields then select Next – Justification.
From the Justification view, select only the first relevant Justification.
Select only the first Sub-Justification.
Select Next Evidence.

From the Evidence view, complete mandatory fields for evidence then select Next.
From the Confirmation view, select Done.
The Make a Decision will now show as Modify a Decision which you can now select.
Add any further Justifications or Sub-Justifications by selecting Add.

Note: select all Justification and Sub-Justification where disability (s24) and early intervention (s25) has not been met.
Select Next – Evidence.
From the Evidence view, complete mandatory fields for evidence then select Next.
From the Confirmation view, select Done.
Return to the heading Making a confirmed decision and complete the remaining steps in the process.

Appendix 6 – Actioning an open Leaving the NDIS case

For set aside revocation decisions only, internal review officers will now identify one of three scenarios to be able to action an open Leaving the NDIS Case. Scenarios 1 and 2 apply when the date in the Leaving the NDIS Case has already surpassed, for example, typically 28 days or more. Scenario 3 applies when the Leaving NDIS Case date has not been reached, for example, it is less than 28 days.

Scenario 1: Leaving the NDIS Case has been open for more than 28 days and the final checklist is greyed out and no submit button is available

These leaving cases will not be actionable by staff and require Office of the Chief Information Officer (OCIO) support by raising a ticket via the 3P Support Suite, as required.

Scenario 2: Leaving the NDIS Case has been open for more than 28 days and the final checklist has not been completed and the submit button is available

These leaving cases will be actionable by staff and will not require OCIO closure support. Before completing the set aside review outcome in PACE, close the Leaving the NDIS Case by answering each checklist question with not applicable (n/a) and select submit. Refer to article Close the leaving case for further information.

Scenario 3: Leaving the NDIS Case has been open for less than 28 days.

The Leaving NDIS Case needs to be cancelled before the internal review set aside decision is made. Only OCIO can cancel the case in this scenario. An escalation email with ticket details will need to be sent to your assistant director using the below template, for OCIO to cancel the in-flight leaving case. This will ensure that the participant is not re-revoked after the internal review has been completed. Raise a ticket via the 3P Support Suite.

Service Delivery Hypercare Escalation Request template

Information type	Details
Participant Name
NDIS Number
PACE Case Number
PACE Case Type
Issue	Leaving NDIS Case needs to be cancelled before the internal review set aside decision is made (Leaving case open for less than 28 days).
Escalation Request
PSDS/PSS Number	<Enter the PSDS/PSS number>
ICTSD Number
Rise Type
Additional Information
Ministerial or Complaints involvement?

Appendix 7 - Tier role status in revocation internal review decisions

It is essential that IROs check both the Leaving the NDIS Date and the Tier Role status for each internal review of a revocation decision, as the tier role status may need to be updated before the case can be progressed. Please refer to the following scenarios to determine the appropriate steps to follow.

Scenario one: Internal Review case to be actioned before the leaving the NDIS date has passed

If the IRO is making a confirm revocation decision and the Leaving the NDIS Date has not yet passed, they should proceed with finalising the decision and complete the Internal Review Case in the system.

If the IRO is making a set-aside revocation decision and the Leaving the NDIS Date has not yet passed, they must raise a ticket with PACE Platform Support. Mention PSS-18395 MASTER ISSUE when asked if it is related to an existing defect. If escalation is required, IROs are to escalate to their Assistant Director or Team Leader as per the escalation process as outlined below. The Internal Review Case is unable to be completed until the ticket has been finalised.

Scenario two: Internal Review case to be actioned after the leaving the NDIS date has passed, and the tier role is still ‘Participant’

If the Leaving the NDIS Date has passed and the tier role is still displaying as Participant, a ticket must be raised with PACE Platform Support and escalated in all circumstances. Mention PSS-18395 MASTER ISSUE when asked if it is related to an existing defect.

For both confirm and set-aside revocation decisions, the IRO is required to raise a ticket with PACE Platform Support, and escalate to their Assistant Director or Team Leader, in line with the escalation process as outlined below.

The Internal Review Case cannot be finalised in PACE until the ticket has been resolved, and the Tier Role has been updated to reflect Person with a Disability.

Scenario three: Internal Review case will be actioned after the leaving the NDIS date has passed, the tier role is ‘Person with a disability’ and the leaving the NDIS case is open

If the IRO is making a confirm revocation decision and the Leaving the NDIS date has passed, they should proceed to finalise the decision and complete the Internal Review Case in the system.

If the IRO is making a set-aside revocation decision, they must first complete the checklist within the Leaving the NDIS Case. If the checklist is greyed out and the submit button is unavailable, a ticket must be raised with PACE Platform Support. Mention PSS-18395 MASTER ISSUE when asked if it is related to an existing defect.

The Internal Review Case cannot be finalised until the ticket has been resolved and the Leaving the NDIS Case has been closed.

Scenario four: The tier role status is N/A

If the IRO is making a set-aside revocation decision, and the Tier Role is N/A, they must first update the Tier Role to Person with a Disability before the streaming process can be completed.

To update the Tier Role:

From the Person Account:

Select the Cases tab, then select New.
Select Update Person Account, then select Next.
Complete the mandatory fields, then select Save. The Update Person Account case will open with a status of New.
Select the Update Person Account tab.
At Who is Making the Request?, select from the drop-down options, then select Next.
At What would like to Update?, select the Person Details checkbox, then select Next.
From the Tier Role drop-down menu, select Person with a Disability, then select Next.
Select Submit.
Confirm that the Update Person Account case status is now Closed, and the Tier Role on the Person Account reflects Person with a Disability.
Return to Making a set aside decision section and proceed with the remaining steps commencing at step 2 – Complete a Streaming case.

Note: IROs are authorised to update the Tier Role from N/A to Person with a Disability via an Update the Person Account case only in this specific circumstances. For all other situations where the Tier Role is incorrect in a revocation internal review decision, the matter must be managed in accordance with the other scenarios outlined in Appendix 7.

PACE Platform Support Ticket Escalation Process for Tier Role defects

Where escalation regarding a Tier Role defect is required, IROs must first raise a ticket with PACE Platform Support. Once the ticket has been submitted, it should be promptly escalated to their Assistant Director or Team Leader.

When escalating the ticket, ensure the following details are included:

Participant name and NDIS number.
PACE case number and case type (if applicable).
A brief summary of the issue, the impact on case progression, and the reason for escalation.
The Leaving NDIS date.
PSS/PSDS/PPP number.
ICT-SD number.
Any additional information or relevant participant risk factors.
Ministerial or complaints involvement (if applicable).
Complaint PACE case number (if applicable).

Ticket Escalation Process for a Tier Role defect (AD/TL only)

To escalate a PACE Platform Support ticket that has been lodged by an IRO for a Tier Role defect issue, TLs and ADs are to complete the Tier Role Status – Internal Review Decisions escalation spreadsheet.

Note: This escalation process applies to Tier Role defect issues only. All other escalations should continue to follow the usual escalations processes.

Appendix 8 – Impairment Categories

Open article Impairment categories guide to complete the next steps.
Search the ICD 10 Code or Condition name for all impairments that meets the requirements for disability, early intervention, or both.
Note the Highly likely impairment category column.
Consider if any of the Commonly associated impairment categories in the guide apply based on the evidence provided:

o Intellectual o Cognitive o Neurological o Sensory o Physical o Psychosocial o For more information, go to section What are the categories of impairments? in Our Guidelines – Applying to the NDIS (external).

Note: this is important as we only fund NDIS supports for eligible impairments that meet the requirements for disability, early intervention or both.

If the early intervention requirements are met, at Which of the following meet the eligibility criteria for access?, select options that apply for all eligible impairments that met the early intervention requirements:

o Intellectual o Cognitive o Neurological o Sensory o Physical o One or more impairments to which a psychological disability is attributable o Developmental Delay.

Note: the options you select will populate the impairments categories information attached to the Access Met letter.

If the disability requirements are met, at Which of the following meet the eligibility criteria for access?, select options that apply for all eligible impairments that met the disability requirements:

o Intellectual o Cognitive o Neurological o Sensory o Physical o One or more impairments to which a psychological disability is attributable.

Note: the options you select will populate the impairments categories information attached to the Access Met letter.