DOCUMENT 24
IRT – Requests for further information
This article provides guidance for a review officer, business support officer, or participant support officer to request further information from a participant or applicant.
Recent updates
20 January 2025
Request for further information process steps updated.
Requests for further information guidance
When completing an internal review, you may need to request further information from the participant or applicant, or they may request to supply additional information.
Where the participant or applicant has indicated they do not intend to provide further information, and the review officer finds that further information will not materially change the decision, further information should not be requested.
When completing further information requests, review officers must manage the participant or applicant’s expectations, so they don’t expect a favourable outcome on the provision of the evidence.
The NDIA does not generally fund requested information, including assessments and reports that may assist in completing an internal review. Review officers are to discuss this with participants or applicants if asked and seek support from their line manager if needed.
Timeframes for return of requested evidence
The standard timeframe is 28 days for the return of further evidence or information. This is not a legislative timeframe but is considered a reasonable timeframe for procedural fairness in an administrative review.
Evidence can be returned by replying to the request for information email with the related documents attached. Inform them to note their full name and NDIS number in
the email subject. If it is preferred to return the information by mail, provide the address, GPO Box 700, Canberra ACT 2601.
If information is provided prior to the timeframe expiring, review officers need to make contact to confirm all documents have been received, and that there are no further documents to be provided. If there are no further documents to provide, review officers can then progress with the review.
It is recommended that review officers set an alert to remind them to check for the return of evidence. Searching PACE using the participant NDIS number will allow review officers to locate any returned evidence that may be sitting in enquiries.
Requests for extensions
When a participant or applicant asks for extra time to provide further evidence there must be a clear reason for the review officer to agree. Examples of reasons may include:
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Specialist appointment or Allied Health Professional appointment has been booked but has not yet occurred.
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Local or State Emergencies or severe weather events impacting on gathering of evidence.
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Rural or remote geographical impacts (visiting specialists).
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Changes to caring arrangements, including informal supports, due to death, serious illness or injury of informal supports, or significant and unexpected deterioration of disability-related functional capacity.
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Risk to self, others, community, or agency reputation.
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A participant or applicant is living in an emergency declared region which has been affected by a recent emergency.
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A participant or applicant requires a specialist appointment and there is a long wait for appointments.
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Unstable or fragile arrangements can also be considered (for example risk of relinquishment of a child).
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Participants or applicants who do not have any disability specific supports in place and are re-entering the community after a long-term residential stay (for
example prison release, mental health treatment release, newly acquired significant disability or spinal cord injury).
- Recent or upcoming hospital admission or discharge.
redacted: s47E(d) - certain operations of agencies
If an extended timeframe for further information will lead the internal review becoming older than 60 days, consult with your line manager for endorsement of the timeframe extension.
Requesting further information process
This process is for further information requests only. For unable to contact refer to article IRT - Unable to contact process.
From the Internal Review Case:
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Select the Decision tab.
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Select Request Further Information (RFI).
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At request for further information screen type the information you are requesting, including from who and why, into the free text box. List each item you are requesting and separate with a comma.
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Select next.
Note: The information you type will appear in the letter, please ensure you format this so it is readable.
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At recipient detail screen select next.
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At preview options screen, do you want to preview the document before sending? Select yes. From the select a recipient for preview drop down menu, select the Participant/applicant, then select next.
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Once you have previewed the document, select next.
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At the confirm correspondence screen, select submit correspondence.
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At the confirm correspondence screen, select next.
The chevron will now move to Requested further info.
The request for information letter will be automatically sent to the participant/applicant and will be added to the documents tab. Note: A manual letter will need to be created for plan nominees or authorised representative as per article IRT – Sending a manual letter. The manual letter should reflect the same information in the auto-generated RFI letter. For example, the same 28 day timeframe should be reflected in a manual letter, as well as selecting the same enquiries@ndis.gov.au return email address.
Document the further information request as an Internal Note. Refer to article Log an activity or internal note.
Make sure you do not progress the review before the further information request or unable to contact timeframe has elapsed. For approved timeframe extensions for further information requests, leave the chevron in Requested further info.
Moving the chevron back to in progress
Once the information is returned, or the further information request timeframe has elapsed, you must move the chevron back to in progress.
From the Internal Review Case:
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Select the Progress Case button.
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A confirmation box will appear advising the case has been progressed successfully. Select Done.
The chevron will now move to In Progress.
Next steps
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For planning internal reviews, refer to article IRT - Enacting a planning review decision.
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For access and revocation internal reviews, refer to article IRT - Enact an access or revocation review decision.