IRT - Internal review writing guide

DOCUMENT 20

IRT - Internal review writing guide

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

• draft internal review correspondence including completing free text sections for internal review letters
• make sure documents are easily understood by participants, applicants, and their authorised representatives.

Recent updates

17 September 2025

Updated intranet links.

Reviews Branch writing guide

This guidance outlines the writing style to be used by the Reviews Branch to assist in writing clear communication that is easily understood by applicants, participants, or their authorised representatives.

Consider the audience for correspondence

Think about who you are writing for, know your audience, tailor your content, and ask yourself:

• What is your audience’s level of NDIS knowledge?
• What is your audience’s literacy level likely to be?
• Is your audience time poor?
• Do they need quick, concise information?
• Does your audience have an intellectual disability?
• Is your audience from a culturally and linguistically diverse (CALD) background?
• You want to use the right name as names are important to a person’s sense of self.

Plain English

Plain English is clear straight forward expression using only as many words as necessary to convey meaning. This means the writing is:

• clear – avoids unnecessary complexity
• concise – uses only as many words as necessary.

Plain English is effective because it allows the reader to:

• find what they need
• understand what they find.

Plain English provides several benefits:

• streamlines procedures and paperwork
• increases satisfaction and understanding
• reduces confusion
• creates a positive image
• saves time.

For more information refer to the NDIA plain English standards.

Language used

All language and tone used by Reviews Branch must be:

• person-centred
• use positive and empowering language
• use plain language as research shows the average length of words and sentences can affect readability.
• reflect Agency narrative, aspirations and values
• be consistent with terms

• avoid using nouns made from verbs
• not confusing to the audience, use the same term for the same concept throughout your document. For example, if you call something a standard, avoid later calling it a benchmark, a guideline, or a norm.

Note: nouns made from verbs are known as ‘nominalisations’. Avoid these and instead try to make actions direct and strong. Some examples include ‘consider’ rather than ‘consideration’, ‘establish’ rather than ‘establishment’ and ‘discuss’ rather than ‘discussion’.

Remove redundancy and padding

This style of writing adds unnecessary content, making it harder for the reader to quickly find and understand information. Use familiar and simple words. Do not use long or complex words. As these words can be unfamiliar, meaning readers have to re-read or look up definitions to fully understand the meaning of the writing.

Refer to the following:

1. Example of additional words: All things being equal, the minister will consider each and every policy recommendation before making his complete and final decision in writing. Never at any time will a ministerial decision be made by anyone but the minister.

   Example of clearer information: The Minister will consider each policy recommendation before making his final decision in writing. Ministerial decisions can only be made by the Minister.

2. Example of how the national anthem might sound in jargon:

   • Australians all let us rejoice National stakeholders going forward should be committed to visionary communications
   • For we are young and free For we incubate next-generation scenarios that leverage dynamic functionalities

• With golden soil and wealth for toil With mission-critical infrastructure to maximise world-class deliverables
• Our home is girt by sea Our brickware harnesses frictionless supply chain scenarios.

3. How the choice of words matter:

   • Basically, essentially - these words don’t add value. They are essentially useless. Before: These words basically don’t add value. After: These words don’t add value.
   • Totally, completely, absolutely, literally, actually - without filler words. Before: Your writing will be totally fabulous. After: Your writing will be fabulous.
   • Just - if your sentence works without it. Before: Just don’t use this word. After: Don’t use this word.
   • That - this is a word you should only use when you need it for clarity. Before: This is a word that you should only use when you need it for clarity. After: This is a word, you should use when you when you need it for clarity.
   • In order - eliminate verbiage to clean up your writing. Before: In order to clean up your writing. After: To clean up your writing.
   • In the process of: Before: We are in the process of learning to remove wordiness. After: we are learning to remove wordiness.

Active Voice

Plain English uses an active voice to clearly specify who is doing what.

• Active: I have declined this review because the information provided does not demonstrate a need for your supports to be changed. I (the subject) is present

Declined (the verb) upfront Review (object) is present.

• Passive: The information provided does not demonstrate a need for your funded supports to be changed so the request has been declined. Delegate (the subject) is not present Declined (the verb) is at the end – so not telling them straight up Review (the object) is not present.

This short YouTube video explains the difference between active and passive voice and the benefits of why we use active for correspondence.

Naming Convention

Any documents must have the following naming convention. This will assist with locating relevant information and documents. The name of the document should be:

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

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

Correspondence

Some Reviews Branch correspondence contains free text options so your communication can be tailored to reflect an applicant’s or participant’s unique circumstances. Before you send out any correspondence read the information back. Reading back the information can help with clarity and the intent of your written information. Checking this is an important step before sending out any correspondence that contains free text.

Reach out to your line manager if you are requiring support when completing the free text field.

When emailing correspondence, please be aware of the classification you are using - Official or higher classification depending on the content of the correspondence. Refer to the Information security intranet page.

Guidance for free text sections

An internal review request for further information and outcome letters contain free text sections. This is so the information you’re requesting (or the applicant, participant or authorised representative wishes to provide) or decisions made, can be written to accurately reflect the circumstances.

When you issue a decision-based letter you are doing so as a delegate of the CEO under legislation and must be careful to comply with that legislation as well as taking care to avoid any potential reputational risk to the Agency.

To support you with completing free text sections within internal review letters:

• Ensure information is objective, include facts based on evidence, and avoid personal opinions or feelings. We must make good, evidence-based decisions. Communicating the internal review decision clearly is critical as it improves the applicant’s or participant’s experience and understanding.
• Reference all information the participant has provided in your decision. This includes any documents or material relied on such as medical reports, comments, conversations, emails and applicant or participant submissions.
• Keep the text short, simple and in plain conversational English.
• Avoid jargon, terminology or additional information that is non-specific or does not add value to the applicant’s or participant’s understanding of the review outcome.
• Introduce all acronyms before using them. For example, ‘Assistive Technology’ (AT).
• Remove any red text. Use black Arial 12 font unless applicant or participant has requested alternate format.
• Do not include further references or duplication of information.
• Provide the basis for how you reached your decision against each criterion in the legislation. For example, if a support does not meet two of the reasonable and necessary criteria, explain your decision about both criteria.
• Do not copy wording from other documents that are not written in plain English.
• Refer and use language used in Our Guidelines (external). Our Guidelines are based on the NDIS Legislation and Rules and clearly explain in plain English what we consider and how we make decisions based on legislation.

• Refer to the evidence where possible provided that has resulted in review decision.
• Approved supports should be referred in terms of support hours/quantities, rather than dollar values.
• The decision on any outstanding Assistive Technology/Home Modifications is recorded on the decision letter.
• For declined supports under s34(f) for reviews planning, you may like to add information or links to relevant mainstream options.
• If your decision or request for further information was made after advice from other stakeholders within the Agency, do not refer to that stakeholder within the free text or letter.
• Usually, the free text section for explanation of your decision will be approximately 100 words. More or less words may be required in this section depending on the complexity, information, evidence and circumstances of the internal review.

Freedom of Information

All documents (including draft documents) in the possession of the NDIA and other contracted entities are subject to the FOI Act. This includes:

• emails, and Microsoft Teams conversations (whether stored on the NDIA’s official record keeping system or not)
• information recorded in the NDIA Business System
• notes of meetings (both the scribe’s verbatim notes and formal minutes – whether they have been adopted or not)
• deliberative papers and briefs (both in final and draft form)
• video, images and sound recordings, PowerPoint and other presentations
• documents either created by the NDIA or passed to it by third parties.