DOCUMENT 17
IRT - Initial call scripts
This article provides guidance for a review officer, business support officer, or participant support officer to guide their initial call conversation and cover key topics.
Recent updates
1 December 2025
Call scripts updated.
Phone call scripts
When making initial contact with a participant or applicant, review officers must clarify the details of the internal review request and gather additional details.
Use these scripts in combination with article [Guide - Conversation Style Guide](#) to have authentic and engaging conversations.
Review officers must only use these scripts as guidance material, ensuring they are adapted to suit the conversation as required.
Initial call script for planning internal reviews
Start script:
Good morning/afternoon
My name is
Before we begin can I please complete proof of identity with you/verify your identity to ensure your privacy?
End script.
Review officers must verify the identity of the person they are speaking with. Refer to article Consider a request for personal information.
Start script:
My role as an internal review officer is to consider your current plan, including the specific supports you’ve asked us to review. As part of this process, I will look at all funded supports in your plan to make sure everything reflects your current circumstances.
I am a decision maker that is separate to your original decision maker. Once I have confirmed the requests relating to your review and any other information, I will be able to make a timely decision for you based on the information that we have.
I can confirm we have the following evidence available including <state briefly list of evidence provided for the internal review for example Functional Capacity Assessment report, Physiotherapy report, quote>. I will use this to assist with coming to a decision about your request.
Would you be able to provide me with details of the supports you are requesting that differs from your current plan, and the reasons why you require this support?
End script.
Other points to cover during phone call contact:
- confirm the preferred plan management type.
- confirm preference for plan duration and any relevant issues.
- if applicable, confirm any assistive technology supports that may have been claimed already and advise if decision is set-aside funding will be removed from the new plan.
- make sure any supports specifically withdrawn by the participant is included in the interaction note.
- allow time to explain or discuss keeping it to the point or relevant peripheral issues.
- acknowledge any challenges or difficulties they have experienced, for example, I’m sorry you experienced that, or I’m sorry that occurred.
- where you need to gain an understanding from lived experience you should ask questions that help you to create a picture of the person/need.
- Provide an explanation we will consider the supports being requested, and we will also review the entire statement of participant supports in the plan to ensure the participant has access to the correct supports they need.
- If the participant states that they would like to provide further information, in your conversation use your skills to set a time frame that is as soon as possible and takes into consideration the 60 day Participant Service Guarantee timeframe.
- If they can’t provide the information in a timeframe to be able to make a decision within 60 days, advise them you have a requirement to make a decision within a certain timeframe and if you don’t have the information by a reasonable date you will need to make your decision based on the information you have. If in the future, they obtain further information they may be able to ask for a plan change such as a reassessment or variation depending on their circumstances and they can discuss this with their NDIS contact.
Start script:
Thank you for confirming the supports you require. I can now proceed to review the statement of participant supports and the available information and come to a decision about your supports.
End script.
There may also be occasions where you can discuss the likelihood of the supports being reasonable and necessary.
Start script:
I cannot give you a specific timeframe but will aim to complete internal reviews within a 60-day timeframe from the request date.
Once I have completed the decision you will receive an outcome and decision letter in line with the NDIS Act and Rules.
If the original decision does not change, there will be no change to the plan and you will receive a decision letter which explains the decision.
If I approve any supports requested, I will make this change to your plan, and you will receive a copy with the decision letter.
As a delegate, my role is to review your current plan to ensure it continues to meet your needs. This helps confirm that your funding is appropriate and allows us to make any necessary adjustments. Depending on the outcome, your funding may be increased or adjusted to better support you.
If I find any error in funded supports I will contact you before I make my decision.
End script.
Confirm the contact details and preferred method of contact method are correct to receive the decision letter for the internal review.
Start script:
Further information regarding NDIS supports can also be found on the NDIS webpage.
Thank you and I appreciate your time today to discuss your review.
End script.
You must document the call (including key discussion points) as an Internal Communication. Refer to article [Log an activity or internal note](#).
Initial call script for access and revocation internal reviews
Start script:
Good morning/afternoon
My name is < review officer name>, I am from the National Disability Insurance Agency and I am calling you in regard to your internal review request.
Before we begin can I please complete proof of identity with you/verify your identity to ensure your privacy?
End script.
Review officers must verify the identity of the person they are speaking with. Refer to article Consider a request for personal information.
Start script:
My role as a review officer is to review our earlier decision that you did not meet the requirements to
I am a decision maker that is separate to your original decision maker. Once I have confirmed the requests relating to your review and any other information, I will be able to make a timely decision for you based on the information that we have.
I can confirm we have the following evidence available including <state briefly list of evidence provided for the internal review for example Functional Capacity Assessment report, Physiotherapy report, quote>, I will use this to assist with coming to a decision about your request.
End script.
Other points to cover during phone call contact:
- ask if there has been any change in the applicant’s situation, for example, a new primary disability or a reduction in functional capacity since the initial access request.
- acknowledge any challenges or difficulties they have experienced, for example, I’m sorry you experienced that, or I’m sorry that occurred.
- where you need to gain an understanding from lived experience you should ask questions that help you to create a picture of the person/need.
- if additional information is being provided, ensure you manage the applicant’s expectations if further information is unlikely to change the outcome.
- if the applicant would like to provide further information, in your conversation use your skills to set a time frame that is as soon as possible and takes into consideration the 60 Participant Service Guarantee timeframe.
- if they can’t provide the information in a timeframe to be able to make a decision within 60 days, advise them you have a requirement to make a decision within a certain timeframe and if you don’t have the information by a reasonable date you will need to make your decision based on the information you have. If in the future they obtain further information they may ask for a new access request.
Advise the applicant on the steps from here, including review timeframes.
Start script:
I cannot give you a specific timeframe but will aim to complete internal reviews within a 60-day timeframe from the request date.
Once I have completed the decision you will receive an outcome and decision letter in line with the NDIS Act and Rules.
If the original decision does not change, there will be no change to your access to the scheme and you will receive a decision letter which explains the decision.
End script.
Confirm the contact details and preferred method of contact method are correct to receive the decision letter for the internal review.
Start script:
Further information regarding access to the scheme can also be found on the NDIS webpage.
Thank you and I appreciate your time today to discuss your review.
End script.
You must document the call (including key discussion points) as an Internal Communication. Refer to article [Log an activity or internal note](#).