IRT - Intake of an internal review request | FOI document library

DOCUMENT 18

IRT - Intake of an internal review request

This article provides guidance for a business support officer, participant support officer, or internal review officer to complete the intake of an internal review request.

Recent updates

10 November 2025

Update to linked knowledge article to reflect new name

Before you start

You have read and understood the article [Understanding an internal review](#)
You have read and understood Our Guideline - Reviewing our decisions (external)
You have completed the steps in the article IRT - Self-allocate an internal review case.

Complete initial checks

Once you are assigned or have self allocated an Internal Review Case, you must review the key case information and complete a procedural fairness check to make sure you are an independent delegate.

Review key information

From the Person Account, select the Details tab.
Review and take note of key applicant/participant information including:
- Account Name
- Date of Birth
- Age
- Address

You may use this information to determine if you have any conflict of interest in this case.

Procedural fairness check

Procedural fairness makes sure our decisions are completed by independent delegates and are fair, respectful, and unbiased.

When completing an Internal Review, procedural fairness is applied throughout the review process so the correct decision is made according to the law.

To be an independent delegate means you:

don’t have a personal interest in the applicant/participant’s status
don’t have a relationship with the applicant/participant outside the NDIA
haven’t made a previous access not met, revocation or planning decision for the applicant/participant.

Note: for more information, go to the Policy library– Conflict of Interest on the intranet.

If you identify a conflict of interest, or have determined you are not an independent delegate, you must must reassign the work item. Contact your line manager to discuss how to reassign the work item.

Validate the internal review request

Before progressing the review request, you must review the details of the Internal Review Case and associated cases, documents, and alerts to make sure the request is valid, and it meets all the legal requirements of a s100 request.

For further guidance on actioning an internal review refer to the articles [Understanding an internal review](#) and Submit a request for an internal review (s100). The Choose the Right Request Tool can also be used to help identify what type of request an applicant/participant is making when they are requesting a review of a decision.

There are four key parts of a validation:

Validate the applicant/participant
Validate consent
Validate the request category

Validate the request lodgement date

Validate the Applicant/Participant

Before progressing the review request, you must first confirm that the request has been recorded for the correct applicant/participant and in the correct record.

To check you have the right applicant/participant:

From the Person Account:

Confirm that the applicant/participant’s name, address and NDIS number on the record match any documentation submitted with the review request by comparing the documentation to the Details tab.

Note: if you are unsure that the request relates to the current applicant/participant’s file, contact the applicant/participant to confirm they have requested the review.

If the request is not recorded against the correct record, identify the correct applicant/participant record using the name, NDIS number, address, and details of the request. You must notify your line manager and Report a Privacy Incident.

Validate Consent

Before progressing the review request, you must confirm that the review requestor has the appropriate consent and authority to request a review.

A person directly affected by a reviewable decision can request the decision be reviewed by the NDIA.

Who is considered to be a directly affected person will depend on the reviewable decision type and the individual circumstances of each request.

A directly affected person may include:

an applicant (access not met decisions, access revoked decisions)
a participant (plan related decisions, notice of impairments decisions)

a person with parental responsibility for a child (decisions made relating to a child under 18 years of age, decisions to appoint, or not appoint a child’s representative)
a plan or correspondence nominee, or a person seeking to be appointed as a nominee (decisions to appoint, not appoint, suspend or revoke someone’s nominee status).

For more information, refer to Our Guideline - Your privacy and information (external).

A directly affected person or their representative can submit a request internal review using the methods outlined on the page How to request an internal review of a decision (external).

If an applicant wants someone to act on their behalf throughout the internal review process, you will need their consent. An applicant can choose who they want to act on their behalf. This could include a:

family member, friend, or carer
support worker or service provider
residential aged care facility staff member
treating health professional or hospital staff.

The person requesting the internal review must be the applicant/participant, their authorised representative, or a representative who has consent to act on their behalf.

If an applicant/participant is younger than 18, parental responsibility applies. This is usually the applicant’s parents or legal guardian or someone else who has parental responsibility.

For an adult applicant/participant, the representative can be a:

person the applicant/participant has given consent to act as their representative
guardian

person with power of attorney who can make personal and health decisions for the applicant
person with an active advance care health directive.

Participant requested reviews

People with disability are presumed to have capacity to make decisions that affect their own lives. However, in some cases, the participant or NDIA may appoint a person or a nominee where it is possible to support, and build the capacity of participants to make their own decisions for the purposes of the National Disability Insurance Scheme (NDIS).

You must check all Internal Notes and the Relationships tab to make sure the participant does not have a nominee. There may also be an Alert to provide information about a nominee. If there is a nominee on file, but the review was participant requested, speak with your team leader to determine next steps.

If the review is participant requested and the participant does not have a nominee, you may progress to the heading Validate the request lodgement date.

If the review is not participant requested, and has been requested by someone else, progress to the heading Check roles and authorities to validate that the requestor has the relevant consent.

Check roles and authorities

To validate the requestor consent:

From the Person Account, select the Relationships tab. To view:
- revoked, cancelled or removed authorities, go to step 2
- participant authorities, go to step 3
- current roles and authorities, go to step 4.
Select Inactive Roles and Relationships tab. Review inactive roles and authorities that are removed, cancelled or revoked.

Select the Participant Authorities tab and make sure the Submit request to review a decision made by the NDIA (S100) box is selected. If the review is participant requested and you have verified this box is selected, you can continue to validate the request by progressing to the headings Validate Request Category and Validate the request lodgement date.
If the review is not participant requested, select the Authorised Reps tab to view current Roles and Relationships and view Role type. Confirm the person who requested the review is listed as an Authorised Person with a Status of Active.
Select Check Authorities and:
- review the Guardian Type. This could be a Public Guardian, Private Guardian or Financial Manager
- make sure the Submit request to review a decision made by the NDIA (S100) box is selected.
If the review requestor has the correct roles and authorities, you can continue to validate the request by progressing to the headings Validate Request Category and Validate the request lodgement date. If the review requestor does not have the correct authorities, continue to step 8.
Make one attempt to contact the participant, 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 9.
Send the Internal Review Unauthorised Request Letter. Refer to the article IRT – Sending a manual letter.
Cancel the Internal Review Case. Refer to the heading Cancel an internal review case in the article IRT - Withdraw or cancel an internal review.

Validate the Request Category

Before progressing the review request, you must confirm that the request is for a review of a reviewable decision as stated in section 99 of the NDIS Act, and not for any other request for change in participant plan (section 48 plan reassessment or section 47A plan variation).

Section 100 reviews may include:

an access or revocation internal review
a review of a decision to vary or not vary a Notice of impairments
a decision to approve the statement of participant supports in a participant’s plan
a decision to vary a participant’s plan
a decision not to vary a participant’s plan
a decision not to conduct a reassessment of a participant’s plan
a decision to appoint a plan nominee

If the review request is not a valid s100 request, follow the article IRT - Miscategorised request and contact the applicant/participant to get consent to withdraw the s100 internal review and if required, use the articles [Create a plan variation (s47A) request](#) or [Create a plan reassessment (s48) request](#) to action a plan change request.

For further information on the following categories, please refer to Appendix 1 - Review Categories in this article:

Second disability requests
Valid section 100 request for decisions to vary, or not vary, or the outcome of the variation of a Notice of impairments (NOI)
Review request with incorrect decision type.

Validate the request lodgement date

Before progressing the review request, you must confirm that the internal review request has been submitted within three months of the applicant/participant receiving notification of the outcome of the original decision. This is 3 months from the day after they receive the decision.

Note: if the review request is not within 3 months of the notice of decision, the request for review is out of time and cannot be actioned as an s100 (refer to article IRT- Miscategorised request).

However, requests outside the 3 month timeframe can be considered if there

are extenuating circumstances. In these cases, escalate to your line manager.

The specific reasons or circumstances why the request would be accepted outside of the timeframes must be stated.

To 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 initially 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 cancel the Internal Review Case. Refer to the heading Cancel 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 Decision Date of the original decision 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).
After you create the new Internal Review Case you must upload all relevant information and supporting documentation from the cancelled case to the new one.

Conduct a desktop review

To support the intake of an internal review, it is important to review the applicant/participant’s information to understand:

the type/characteristic of internal review being requested
the participant’s situation and request details
any identified alerts, risks or vulnerabilities

if there are any in-progress or recently closed cases and decision outcomes
the information and evidence available.

A desktop review is completed using the information and documents on the participant or applicant’s record in PACE.

As part of the desktop review, the following applicant/participant information should be reviewed regardless of the review type.

Note: for additional considerations for access and revocation reviews or planning reviews, navigate to the headings Additional desktop review considerations for access and revocation reviews or Additional desktop review considerations for planning reviews.

Review and update the person account

If during the desktop review it is identified that incorrect details are on the applicant/participant record, this needs to be updated. Refer to the article [Update a person account](#) for process guidance.

This includes updating:

person details (name, gender identity, indicators)
addresses
communication preferences (phone number and email)
correspondence preferences (format and delivery method of correspondence)
non-compliant behaviour (for use by Compliance/Fraud team only)
housing and accommodation
relationship information
residency and visa information
consents
my NDIS contact
disabilities.

Check file alerts

From the Person Account:

Review and take note of Alerts on the applicant/participant’s record and follow any instructions detailed within the alert.

Note for Business Support Officers: BSOs may be required to undertake additional actions at this step. Please refer to the heading Additional considerations for Business Support Officers for further instructions.

Check for any risks, complaints, or previous escalations

From the Person Account:

Select the Cases tab and review any information documented in Feedback & Complaints and Critical Incidents.
Confirm the risk level determined at creation of the internal review request is correct. Refer to the Escalation Prioritisation Matrix and the article [Review the escalation and prioritisation matrix](#).

Note: for access internal reviews, refer to the Appendices When do we make priority eligibility decisions in Our Guidelines – Applying to the NDIS (external).

Check for any open or closed cases, previous decisions or reviews

You must check for any open or closed cases that may impact the review, and for any previous decisions or reviews that have been completed.

From the Person Account:

Select the Cases tab and review any open or closed cases.

Note: for access internal reviews you must 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 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 articles IRT – Contact the participant or applicant and IRT- Withdraw or cancel an internal review.

Note: for planning internal reviews check for any requested or open other plan change requests. A variation or reassessment of a plan may also be requested after an internal review request. As part of the internal review the review officer has to take into consideration the facts and circumstances at the time of the review outcome.

2. Select the Decision tab and review any recently made decisions or any other review requests.

Review the request details

You must review the information recorded in the internal review request to determine the type of review the applicant/participant is requesting.

From the Internal Review Case:

Review the Details tab.
Review the Request tab.

Check the type/characteristic

You must review the applicant/participant information to determine that the correct review type and characteristics have been selected. This may include reviewing the applicant/participant’s Request for a Review of a Decision form, any internal notes from recent enquiries, the Decisions tab from the Person Account, and the Details and Request tabs from the Internal Review Case.

Then, from the Internal Review Case:

Select the Details tab and from the Categorisation drop-down confirm that the correct review Type has been selected.

Note: access review types include Scheme Eligibility, Not to vary a notice of impairment or Outcome of a variation. Planning review types

include Statement of Supports, Not to reassess a plan, Not to vary a plan, or Outcome of a variation. Other review types include Compensation Recoveries Amount, SDA Enrolment, and Not to extend a grace period.

Confirm the correct Characteristic has been selected.

Note: access review case characteristics include Access, Access Revoked, EC, and Notice of Impairment. Planning review characteristics include Home and Living, Statement of Supports, Planning, and EC.

Internal review officers will have the relevant PACE permissions to edit the review Type, however they are unable to edit the review Characteristic.
If you identify that the internal review case has been created with a blank or incorrect Characteristic, send an email to the Operations Support and Governance team redacted: s47E(d) - certain operations of agencies using the email template below:

Subject: Blank/Incorrect Characteristic –

Email Body:

Good morning/afternoon,

Please update <case number – xxxxxxx> with the following characteristic:

<Access/Access Revoked/EC/Notice of Impairment/Home and Living/Statement of Supports/ Planning>

Confirm the Tier Role

From the Person Account:

Confirm the Tier Role.

For access reviews the tier role should show Person with a disability. For planning internal reviews the tier role should show Participant.

If the tier role needs to be changed, an ICT ticket must be lodged via the ICT Service Desk.

Note: you will not be able to make a decision in PACE until the tier role has been corrected.

Confirm the Disabilities

From the Person Account:

Review the Disabilities tab and note the disabilities recorded for the applicant/participant.

Confirm the impairment categories

From the Person Account:

Review the Impairment Categories tab and take note of any Approved Impairment Categories.

Note: a participant will only have impairment categories recorded if they met access on or after 1 January 2025, or have had their access revoked and were then reinstated on or after 1 January 2025.

Link any relevant documents

From the Person Account:

Review the Documents tab and link any relevant documents related to the review to the Internal Review Case. Refer to article IRT – Adding and linking documents to an internal review case.

Consider if additional evidence is required

As part of the desktop review, consider if there are any key indicators to determine whether further information may be required.

Refer to articles IRT – Requests for further information and IRT – Identify if further information is required (access and revocation).

Check the acknowledgement letter has been sent

From the Internal Review Case:

Review the Documents tab for the acknowledgment letter. If the acknowledgement letter has not been sent, progress to step 2.
Follow the steps in the article IRT – Sending a manual letter to create and send the acknowledgement letter.

Additional desktop review considerations for Access and Revocation reviews

For Access or Revocation reviews, the following applicant/participant information should also be checked as part of the desktop review.

Scheme Integrity

As part of the desktop review, the internal review officer must check all documents for integrity issues.

If have concerns regarding document integrity, you should make a referral to the Access Integrity Management (AIM) team. The AIM team can perform verification checks on all access not met and revocation internal reviews.

Identity Verification

If you identify concerns surrounding the identity verification steps taken, follow the below steps.

Note: this referral should be made prior to the completion of the internal review outcome.

From the Person Account:

Select the Refer to AIM button.
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 Validation

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

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

Confirm the legislation used in original access decision

From the Access Decision Case:

Select the Decision tab and check the legislation that was used at the time of the original access decision.

Note: for review of a decision to revoke a person’s status as a participant, the IRO will apply the same legislation that was applied at the original eligibility reassessment decision.

Determine if technical advice is required

Determine if Technical Advice and Practice Improvement Branch (TAPIB) input is required and if so, refer to article [Create a technical advice case](#).

Note: Advice is required for all mandatory requests as per TAPIB instructions. Internal Review Officers may also need to seek non-mandatory advice if evidence indicates an applicant has a substantially reduced functional capacity but permanency of an impairment is not clear. It is recommended IROs discuss with their line manager.

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 the article IRT - Complete an access or revocation Internal Review Case – Appendix 4 – Cancel and recreate a revocation case.

Additional desktop review considerations for Planning reviews

For Planning reviews, the following participant information should also be checked as part of the desktop review.

Scheme Integrity

When completing the desktop review, the internal review officer must check all documents for integrity issues. Refer to article IRT – Checking for integrity.

If you believe fraudulent information has been provided, or there is previously identified scheme integrity information, such as an Internal Note or an Alert, contact your team leader if further guidance is required.

Determine if technical advice is required

Determine if Technical Advice and Practice Improvement Branch (TAPIB) input is required and if so, refer to article Create a technical advice case.

Note: if you need to create a Technical Advice Case you must create this from the Internal Review Case.

Determine if a home and living support is part of the review

Determine if a home and living support is part of the review, and if so, refer to article Create and submit a home and living application.

Note: if the review relates to another open request type, for example an s47A variation or s48 reassessment plan change request, seek advice from your line manager for next steps.

Determine if additional RORD Request lines need to be added

Based on the information gathered during the desktop review, the Requests for PACE Decisions (RORD) must be entered for each of the requested supports. If a RORD Request is missing, or is requested at any point during the internal review process, follow these steps:

From the Internal Review Case, select the Decision tab.
Select New Request Line.
From the Choose Decision Type view, select Existing Decision.
Select Next.
From the Statement of Support Requests view, use the dropdown to select the type of statement of support request to add from the following options:
- Funded Support
- Funded Management
- Plan Duration
Once you have selected one of the above options, a field to enter further information will appear. Once this information is entered, select Add.

In the Capture Reasons for Review Request free text box, note what is being funded. If an item was not requested as part of the review however it is being funded, insert the reason (for example, Behaviour support plan required due to restrictive practice).

Note: if selecting Funded Supports, you will be prompted to input the support category that needs to be added. Selecting Specific Support Category will make a picklist appear to select from.

Selecting General on plan will add a new RORD where the information be added later.

The new RORD Request will now be created.

Additional desktop review considerations for Business Support Officers

Business Support Officers (BSO) may be required to undertake the following additional actions as part of the intake of an internal review request and desktop review process.

Check file alerts

From the Person Account:

Review and take note of alerts on the applicant’s record. If the record is marked for Restricted Access, has an alert regarding Administrative Review Tribunal (ART)/a Complex Support Needs (CSN)/a Scheme Integrity (SIRT)/Compensation alert, send an email to redacted: s47E(d) - certain operations of agencies with the below email template.

Email template

Subject: IRB to complete desktop review

Applicant name
NDIS number
<ART/CSN/SIRT/Compensation> File Alert
Date of the alert
Alert added by
Section 100 request date

Note: access internal review requests with any of the above marked alerts are to be allocated to redacted: s47F - personal privacy in PACE. Planning internal reviews with any of the above marked alerts are to be allocated to redacted: s47F - personal privacy in PACE.

Cases over 60 days

The Internal Review Branch aims to complete decisions within 60 days. If during the desktop review you identify that the request is over 60 days, complete the a desktop review and email internal.reviews.planning@ndis.gov.au using the email template below.

Email Template

Subject: Internal review over 60 days identified

Good morning/afternoon

I am a BSO completing an intake of an <access/planning> internal review request and have identified a case over 60 days.

Case:

Assess for risk and escalation to determine priority of request

The IRB uses the Agency endorsed Escalation Prioritisation Matrix.docx (ndia.gov.au) to determine the level of risk present for both participants and the Agency.

If a case is identified as high risk, complete the desktop review and Assign to redacted: s47F - personal privacy for the escalations team to action.

Risk and plan funding periods

When assessing the level of risk on a planning review request, BSOs should also check the plan funding to determine if it is a ‘new framework plan’ with ‘funding periods’ applied. If there are no ‘funding periods’, the funding can be used flexibly across the life of the plan. If ‘funding periods’ have been applied, this means that flexibility in the use of funding is reduced, and the participant can only access the funding for the current funding period.

Scenario: Participant Tom has requested a review of his current plan. You are assessing Tom’s record for risk and identify that Tom’s plan has 3-month funding periods, and a total plan budget of $300000. You also see that his current funding period is only 1 month old. Tom has used 90% of his core assistance with daily living funding for his

current funding period. As Tom has funding periods, he cannot flexibility use his core funding due to the restriction of having funding released every 3 months. In this case Tom could be placed at risk due to not being able to access and use his funding flexibly. You need to consider if this places Tom as risk of not having the support he requires.

Initial contact, clarification calls and requests for further information

Business Support Officers are required to contact the participant or applicant as part of the intake of an internal review request. An initial contact attempt is required for all review requests to clarify the applicant/participant’s request and gather additional details.

For additional information for BSOs and steps for contacting the participant, completing a clarification call and issuing a request for further information, please refer to Intake of an Internal Review Request – Additional considerations for Business Support Officers – Initial contact, clarification calls and requests for further information (external).

Finalise intake and reassign the case to the correct queue

Once the desktop review has been completed:

Add an Internal Note in the Internal Review Case log activity with the following information: Desktop Review completed by: Date Received by Agency: Request submitted by: Authorised Representative: <Authorised person that consented for the review – can be removed if the person that requested the review is a participant or child rep/plan nominee> Acknowledgement letter sent: <Yes – Date> Risk level: Impact: Type of section 100: Internal comments:
From the Details tab of the Internal Review case, update the System Information –Subject field with the most relevant descriptor as follows:

UTC Due dd/mm/yyyy

RFI due date xx/xx/xxxx Triaged LoginID

From the Details tab of the Internal Review case, update the Comments – Internal Comments field with any additional information explaining your Subject - Description contents.
Reassign the Internal Review Case to the to IRT H&L Queue (all BAU internal reviews except Home and Living) or the HaL HLIRT Queue (for Home and Living internal reviews).

Next Steps

If a clarification call/contact attempts have already been completed by a Business Support Officer, the Internal Review Officer is able to progress to the next steps in the internal review process.

For Access and Revocation reviews:

Proceed to the heading Adding evidence to the internal review case in the article IRT - Complete an access or revocation Internal Review Case.

For Planning reviews:

Proceed to the article IRT – Enacting a planning review decision.

If a clarification call/contact attempts have not yet been completed as part of the intake process, the next steps in the internal review process are for the Internal Review Officer to contact the participant or applicant to clarify their request and gather additional details.

For Access and Revocation reviews:

Refer to the heading Contact the Applicant in the article IRT - Complete an access or revocation Internal Review Case.

For Planning reviews:

Refer to article IRT - Contact the participant or applicant.

Appendix 1 – Review Categories

Secondary disability requests

A secondary disability request is not a reviewable decision under section 99 of the NDIS Act.

When you receive a secondary disability request, the participant will need to be informed that the secondary disability request is not a reviewable decision, however, we can consider the statement of support requests related to that secondary disability.

If the participant only wishes to have the secondary disability considered, advise them that you will withdraw the internal review and refer their request to the relevant team for action. Follow the steps in the article Request a participant disability change.

If the participant wishes to have their statement of support reviewed, this review type is out of scope. Refer to the instructions ‘incorrect case type allocated’ to re-allocate the case to the Internal Review Planning team.

Once the internal review decision is finalised, the internal review officer will refer the secondary disability request to the relevant team for action.

Valid section 100 request for decisions to vary, or not to vary, Notice of impairments (NOI)

From 1 January 2025, new participants to the Scheme will receive an impairment notice with the access decision when their request for access was received on or after 1 January. Existing participants whose access requests were submitted before 1 January 2025, will not have an impairment notice, these will be managed in the future with a transition plan. Existing participants pre 1 January cannot ask to be issued with a notice of impairment, therefore they will not be able to seek a variation or have a valid review in this area.

A participant who has a Notice of Impairment can ask for that NOI to be varied if they disagree with the impairments listed and want to add or change the notice. These original decisions are completed by the Scheme Eligibility Branch (SEB). SEB can decide to decline to vary the NOI or vary the NOI and issue a new one replacing the existing NOI. Both of these decisions are reviewable. A participant then has 3 months to request

an internal review if they disagree with the outcome of a request to vary their notice of impairment. An NOI internal review will be completed by the Access Internal Reviews team. Both decisions to not vary an NOI, and to vary an NOI are reviewable.

To verify if a participant had been issued a Notice of impairments:

Navigate to the Access Decision case. Check the outcome of application letter attached in Documents. When a person becomes an NDIS participant (access request received on or after 1 January 2025), they will automatically receive a Notice of impairments (NOI) with their Outcome of Application letter.

To verify if a participant’s request to review a NOI decision may be valid:

Navigate to Cases. If a participant has requested their NOI be varied, a Vary Impairment Categories case will be created and closed by the Scheme Eligibility Branch (SEB). Look for the outcome of the decision including the outcome decision letter to know what is a valid internal review.
From the participant’s Person Account, select My Profile tab, then Impairment Categories. If there is a not applicable message in the Impairment Categories tab, the participant doesn’t have a Notice of impairments. See article View Impairment Categories in the person account.

If a NOI has not been issued, the s100 request is not valid. Advise the participant that this is not a reviewable decision and help them to understand what they are seeking. There is no change to their eligibility as a NDIS participant, and they will continue to receive NDIS supports.

If the participant feels their funded supports no longer meet their support needs, advise the participant that they can lodge a plan change request (s48) or internal review (s100), and the review rights for each option.

If a participant’s request relates to the addition of a secondary disability, follow the instructions for Secondary disability requests.

To withdraw a request that is not valid, follow the steps under the heading Cancel an

Internal Review Case in the article IRT - Withdraw or cancel an internal review to cancel the Internal Review Case.

Review request with incorrect decision type

If the internal review case was created from SAP CRM with incorrect category type, you must follow the steps under the heading Cancel an Internal Review Case in the article IRT - Withdraw or cancel an internal review to cancel the Internal Review Case. You must then create a new Internal Review Case with the correct decision type.

The incorrect category type occurred as there was no Statement of Supports option available at time of case creation. Refer to Communique: Internal Review cases created with incorrect decision type (external) for further information on this process.