IRT - Internal review email templates | FOI document library

DOCUMENT 19

IRT - Internal review email templates

This article provides guidance for a review officer, business support officer, or participant support officer to draft internal review emails.

Recent updates

1 December 2025

Email contact timeframes updated.

Email templates

These email templates have been created to assist review officers to communicate with participants and applicants when undertaking an Internal Review, including communicating with third parties on the behalf of a participant or applicant. These templates cover standard scenarios encountered during the review process and are a reference tool (not mandatory) for review officers. If needing to add additional information within the template, refer to article IRT – Internal review writing guide for guidance on free text sections and refer to your line manager.

Note: All references to participant and applicant in this document also refers to former participants for revocations, authorised representatives, nominees and child representatives.

Note: When inserting a date into a template, make sure the format is written day month year, for example 22 July 2022.

s100 – Initial Contact (Access and Planning)

Subject: Request for internal review of decision

Dear <participant name/applicant name/authorised representative name>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision for <your/participant’s name> plan <approved/varied> on <dd/mm/yyyy>. OR Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.

My name is and I am <progressing/managing> <your/participant/applicant’s name> internal review request.

I note your current preferred method of communication is via email contact. If you would like me to call you this can be arranged. .

You can arrange contact with me by either calling 1800 800 110 or respond to this email with some possible times or contact preferences you might have. Alternatively, please reply to this email if you have any further information or evidence that you would like to be considered for this review. I will then proceed with the review with this additional information.

If I do not hear from you by <dd/mm/yyyy 7 days from today >, I will proceed with a decision based on the information I have available. You will receive notice of the decision outcome by letter.

If there is a change to your plan because of the internal review decision, you may have a plan implementation meeting to help you understand how to use your plan. Let us know if you would like a plan implementation meeting with <your/participants name> NDIS contact. We may also consider the duration of your plan as part of this review.

Thank you,

s100 – Initial contact - additional information required (Access and Planning)

Subject: Request for internal review and additional information required

Dear <participant name/applicant name/authorised representative name>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision <for <your/participant’s name> plan <approved/varied> on <dd/mm/yyyy>. OR Thank you for asking the National Disability Insurance Agency

(NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.

My name is and I am <progressing/managing> <your/participant/applicant’s name> internal review request.

I require further information for the internal review decision.

Please find attached a letter requesting further information in relation to .<Instruction: Complete and attach the Internal Review Further Information Request letter>

I note your current preferred method of communication is via email contact. If you would like me to call you this can be arranged. .

You can arrange contact with me by either calling 1800 800 110 or respond to this email with some possible times or contact preferences you might have. Alternatively, please reply to this email if you have any further information or evidence that you would like to be considered for this review. I will then proceed with the review with this additional information.

If I do not hear from you by <dd/mm/yyyy 7 days from today>, I will proceed with a decision based on the information I have available. You will receive notice of the decision outcome by letter.

Thank you,

s100 – Unable to Contact (Access and Planning)

Subject: Unable to Contact - Request for internal review

Dear <participant name/applicant name/authorised representative name>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision for <your/participant’s name/applicant’s name> plan <approved/varied> on <dd/mm/yyyy>. OR Thank you for asking the National Disability

Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.

My name is <ﬁrst name of Review Officer> and I am managing <your/participant’s name/applicant’s name> internal review request.

doing a <reassessment/variation>. The request was submitted by .

Upon review of our records, does not have authority to act on <your behalf/behalf of the applicant/participant’s name>.

Please confirm whether you would like to proceed with the request for a review of the decision made on <dd/mm/yyyy>. If you would like me to phone you, this can be arranged by calling 1800 800 110 or by responding to this email with some possible times or contact preferences you might have.

If I do not hear from you by <dd/mm/yyyy – 7 days from the date of the email>, the review request will be withdrawn and no further action will be taken on the request. You will receive notice confirming withdrawal of the review by letter sent to your <email/address> provided.

Kind regards,

.

s100 – Email following the acknowledgement phone call (Access and Planning)

Subject Line: Further Information Request

Dear <participant name/applicant name/authorised representative name>,

As discussed, please find attached a Request for Information letter.

<Instruction: attach Request for Information letter>

Please provide this information by <dd/mm/yyyy>. If I do not hear from you by <dd/mm/yyyy>, I will proceed with a decision based on the information I have available.

If you have any questions, you can arrange contact with me by calling the NDIS Contact Centre on 1800 800 110 or by replying to this email.

Kind regards,

.

s100 – Requesting further information (Access)

Subject Line: Further Information Request

Dear <participant name/applicant name/authorised representative name>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.

My name is and I am the Review Officer assigned to complete the review.

Please find attached a letter requesting further information from you.

Please provide this information by <dd/mm/yyyy>.

If you have any questions, you can arrange contact with me by calling the NDIS Contact Centre on 1800 800 110 or by replying to this email with some possible times or contact preferences you might have.

Kind regards,

.

s100 – Extension of Further Information Request (Access and Planning)

Subject Line: Further Information Request extension

Dear <participant name/applicant name/authorised representative name>, Thank you for your contact requesting an extension to provide further information. I am pleased to enable an extension to <dd/mm/yyyy>.

Please submit all documentation you would like considered prior to this date. If I do not

hear from you by <dd/mm/yyyy>, I will make a decision based on the information I have available.

Kind Regards,

.

s100 – Confirming rescheduled phone appointment (Access and Planning)

Subject Line: Rescheduled phone appointment

Dear <participant name/applicant name/authorised representative name>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision for <your/participant’s name/applicant’s name> plan <approved/varied> on <dd/mm/yyyy>. OR Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.

As discussed, I am the Review Officer assigned to complete the review.

I am confirming our agreed telephone appointment on <dd/mm/yyyy> and time (AEST/AEDT)> to further discuss this review.

If you wish to make any changes to the appointment, please contact me by calling the NDIS Contact Centre on 1800 800 110 or reply to this email.

Kind regards,

.

s100 – Response - a delay in an IR decision (Access and Planning)

Option 1

Subject Line: Review in progress

Dear <participant name/applicant name/authorised representative name>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision for <your/participant’s name/applicant’s name> plan <approved/varied> on <dd/mm/yyyy>. OR Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.

I acknowledge your contact with the NDIA on <dd/mm/yyyy> enquiring about the progress of your review. I am the Review Officer allocated to conduct this review and can confirm this review is still in progress. I apologise for the delay and appreciate your patience as I consider the relevant facts and legislation related to your request.

Kind regards,

.

Option 2

Subject Line: Awaiting additional evidence

Dear <participant name/applicant name/authorised representative name>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision for <your/participant’s name/applicant’s name> plan <approved/varied> on <dd/mm/yyyy>. OR Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.

I acknowledge your contact with the NDIA on <dd/mm/yyyy> enquiring about the progress of this review.

I am the Review Officer allocated to conduct this review and refer to my earlier contact on <dd/mm/yyyy> where you requested time to provide further evidence.

If I do not hear from you by <dd/mm/yyyy 7 days from today>, I will proceed with a decision based on the information I have available. You will receive notice of the decision outcome by letter.

Kind regards,

.

Option 3

Subject Line: Awaiting additional evidence

Dear <participant name/applicant name/authorised representative name>,

I refer to my earlier <phone call/email> on <dd/mm/yyyy> regarding the need for further evidence in relation to your request. Thank you for providing consent for me to contact , <who/which> I was able to contact on <dd/mm/yyyy>.

I was advised the information would be provided to me by <dd/mm/yyyy>. Once this information is received, or the date has passed, I will make a decision based on the information I have available. You will receive notice of the decision outcome by letter.

Kind regards,

.

s100 – Confirming withdrawal of review request (Planning)

Subject Line: Withdrawal of Internal Review

Dear <participant name/ authorised representative>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision for <your/participant’s name > plan <approved/varied> on <dd/mm/yyyy>>.

During our contact with <you/your authorised representative> on<dd/mm/yyyy> the internal review was requested to be withdrawn. Please find attached a letter confirming withdrawal of the review. I confirm that the National Disability Insurance Agency will not take any further action on the internal review request and no decision will be made.

There is no further action required, this email and letter is for your records only. You can ask to make changes to your plan if your circumstances change. For any changes to your plan, we need new information or evidence showing why your plan should be different. This might be assessments, reports, evidence of how you have spent your funding or other updates.

Kind regards,

.

s100 – Confirming withdrawal of review request (Access/Revocation)

Subject Line: Withdrawal of Internal Review

Dear <participant name/applicant name/authorised representative name>, Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.

Please find attached a letter confirming withdrawal of the review.

There is no further action required. This email and letter is for your records only. Should <you/participant/applicant’s name> decide to request access to the NDIS in the future, you will need to make a new access request by contacting the NDIS using one of the methods listed in the attached letter.

Kind regards,

.

s100 – Requesting Further Information - treating professionals (Access/Revocation)

Subject Line: Further Information Request

Dear <insert treating professionals name and/or title, For example, Dr Vaux>,

I would like to introduce myself as the Review Officer progressing the Internal Review of the decision that <insert applicants’ name> did not meet the access criteria required to

become a participant of the NDIS. <Insert applicants’ name> has given their consent for me to contact you directly.

I require further information in order to make the decision.

Please find attached a letter requesting further information from you. I have sent a copy of this letter to .

I have also sent this request to <insert name and profession of any other treating professionals and their relationship to the applicant example Dr Akkary, Nina’s treating General Practitioner>. Please respond with the information requested.

If you have any questions, please use the contact details below and attached.

Kind regards,

.

s100 – Set Aside Decision (Access Met)

Subject Line: Outcome of Internal Review

Dear <applicant’s name>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.

I have made a decision to set aside our earlier decision. This means, from <dd/mm/yyyy>, <you/applicant’s name are/is> a participant of the NDIS and can access support under the NDIS.

I have attached the internal review outcome letter to this email <Instruction: If a paper copy is required add the following: . The letter contains details of the next steps you need to take in preparing for <your/applicant’s name> NDIS plan.

You will receive a separate letter confirming that your application to the NDIS has been

successful. This letter also includes information about the impairment category/ies for which you are a participant in the NDIS.

Kind regards,

.

s100 – Confirmed Decision (Access Not Met)

Subject Line: Outcome of Internal Review

Dear <applicant’s name>,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name do/does not meet/continue to meet> the access criteria.<Instruction: Add the following if appropriate <I attempted to contact you on <dd/mm/yyyy> by , <dd/mm/yyyy> by and on <dd/mm/yyyy> by to inform you of the outcome of the review>.

OR

<Instruction: Add the following if appropriate <I refer to our conversation of <dd/mm/yyyy>>.

After careful consideration of your review request and the evidence <you/applicant’s name> provided, I have decided to confirm the earlier decision. This means <you/applicant’s name> will not be able to access the NDIS at this time. I have attached the decision letter to this email. This document contains details of the reasons for my decision. It may be helpful to engage with the <Local Area Coordinator/EC Partner> in your local community who will help you connect to services. This service is available even if you are not eligible for an NDIS support plan or while waiting for an outcome of a review. The <Local Area Coordinator/EC Partner> in your area is <Name of Local Area Coordinator/EC Partner> and they can be contacted on .

If you have new evidence about the impact of your disability on your everyday life or if your situation changes in the future, you can make a new access request by calling the NDIS Contact Centre on 1800 800 110 or contacting your local NDIA office.

Kind regards,

.

s100 – Decision Letter (Planning)

Subject Line: Outcome of Internal Review

Dear ,

Please find attached the outcome of your request for an internal review of a decision.

<It may be helpful to engage with a <Local Area Coordinator/EC Partner/Support Coordinator> who will help <you/participant’s name> <connect to services, implement and utilise plan supports>.

If you would like a plan implementation meeting, or previously declined one and have changed your mind, please let your My NDIS contact know.

Further information can be found in the next steps section in the decision letter.

Kind regards,

.

S100 – IR case cancelled and recreated duplicate acknowledgement letter (Access and Planning)

Subject Line: Internal Review in progress

Dear ,

Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision for <your/participant’s name> plan <approved/varied> on <dd/mm/yyyy>. OR Thank you for asking the National Disability Insurance Agency (NDIA) to review the earlier decision on <dd/mm/yyyy> that <you/applicant’s name> <does not meet/continue to meet> the access criteria.

I can confirm we have received your internal review request on <dd/mm/yyyy> and is currently in progress.

Due to a system error, you may receive an updated acknowledgement letter, please disregard this letter. We will be in contact in the near future to discuss your review request. OR I will proceed with a decision and advise you of the outcome as a matter of priority.

Kind regards,