Submit a request for an internal review (s100)

DOCUMENT 30

Submit a request for an internal review (s100)

This article provides guidance for all NDIA staff and partners to:

• check authority to request an internal review

• understand the internal review request

• create an internal review (s100) case

• complete and submit an internal review (s100) case

• understand the next steps once you submit the case.

Recent updates

15 December 2025

Guidance updated to include link to new article Understand highly likely and commonly associated impairment categories.

Before you start

You have:

• read and understood relevant sections of Our Guideline – Reviewing our decisions (external), for example What are internal and external reviews?

• read and understood article Understanding an internal review

• checked for any open or closed plan change and internal review cases that may impact the review. Reviewed any cases you find to determine whether an internal review is required

• if the internal review relates to an access not met decision, checked whether there are any new access requests from the participant.

Note: the access request case won’t progress if there’s an internal review of an access decision in progress.

Check authority to request an internal review

Check if the person asking for an internal review request has authority to do so. You can only start an internal review request from an authorised representative with valid consent to submit the request on behalf of the participant or applicant.

You may receive an internal review request from:

• the applicant or participant

• their plan nominee or child representative

• a court or tribunal appointed decision maker

• a person who has express consent to act on behalf of the applicant or participant

• an applicant who has had an access not met or access revoked decision made.

Check identity and consent

You must check the identity of the person requesting the internal review.

1. Tell the person you need to confirm their details before proceeding. To learn more about how to complete the security check, go to article Consider a request for personal information.

2. Check the applicant or participant has given express consent for a person to request an internal review on their behalf. Check the consent is current. Use article Check consent, nominee, child representative or self-representation authorities.

Note: talk to your team leader if you’re unsure if a person has the authority or consent to request a review. Your team leader may also seek advice from privacy@ndis.gov.au.

3. If the person tells you they have consent and PACE:

   • doesn’t validate this, you can’t proceed. Go to section Unauthorised request for an internal review in this article

   • validates this, continue to section Understand the internal review request in this article.

Note: you must check and update consent or any relationship recorded in SAP CRM that may not have transitioned to PACE.

Unauthorised request for an internal review

An unauthorised representative is someone who doesn’t have consent or authority to act on behalf of the participant or applicant.

They aren’t:

• the applicant’s or participant’s legal guardian, plan nominee or child representative

• a court appointed decision maker

• allowed to act on behalf of the applicant or participant.

You can only start an internal review request from an authorised representative with consent to do so. If they don’t have authority or consent, tell them you’re unable to process their request. To learn more, go to Our Guideline – Your privacy and information (external).

Understand the internal review request

When a participant, applicant or authorised representative requests an internal review, first check if it’s the right choice for them under the legislation. Internal review is the right option when the participant or applicant doesn’t agree with a reviewable decision we’ve made in the last 3 months. This is a review of a reviewable decision (RoRD), which are mostly managed by the Reviews branch. The exception is Debt related RoRDs.

An internal review is different to when the participant’s:

• circumstances have changed

• plan no longer meets their needs

• plan has errors in it.

If the person’s request is about a plan change, you’ll need to let them know their request isn’t an internal review. To learn more, go to article Understand and choose the right plan change request.

If the participant has had a change of circumstances, you can create a plan change request. To learn more about plan change requests, go to article Prepare to submit a plan change request.

Use the Request Questionnaire to understand whether an internal review is necessary

Check the pathway requested is the correct request for the person using the Enquiry case Request Questionnaire:

1. In the Person Account, go to the Details tab. Select Create Enquiry.

2. Complete Who is Making the Request?, select Next.

3. Complete Enquiry Details. At Enquiry Type, select Review.

4. At Category, select Choose the Right Request. Select Next.

5. Complete Risk Matrix, select Next.

6. Complete Request Questionnaire. The answers you provide will determine the next steps.

Internal review types

The type of internal review case you create will depend on which decision the participant, applicant or authorised representative is requesting an internal review of. You’ll need to select the right decision type and characteristics when creating an internal review case. This is important as the options you select will impact the scope of the review, and its place in the Internal Review Routing Queue.

Only decisions legislated as reviewable decisions can be reviewed. You can create an internal review request using the below case types in PACE.

Scheme Eligibility

• access not met

• access revoked

• not to specify a period, the access assessor requested more information and didn’t specify a due date.

Statement of Supports

• to approve the statement of supports in a participant’s plan, (including compensation reduction amounts).

Debt

• to not waive or write off a debt

• to waive or write off a debt.

Provider arrangements

• relating to the registration of an NDIS provider. Including refusing to register a person, impose conditions and suspend or revoke a provider’s registration.

SDA Enrolment

• to enrol or not enrol a Specialist Disability Accommodation dwelling.

Compensation Recoveries Amount

• s111, s116

• the CEO proposes to recover a compensation amount

• not to treat a compensation payment as being fixed or settled.

Nominee

• appoint a plan nominee

• appoint a correspondence nominee

• cancel or suspend a nominee.

Child Representative

• in relation to a person, for state or territory minister parental responsibility for a child

• make or not to make a decision because it doesn’t apply to a child

• parental responsibility for a child.

Not to extend a grace period

• to suspend a participant’s plan while they’re not in Australia.

Not to reassess a plan

• s48

• to not reassess a participant’s plan.

Not to vary a plan

• to not vary a participant’s plan.

Outcome of a variation

• s47A

• to vary a participant’s plan.

Not to vary a notice of impairment (or vary a notice of impairment)

Impairment categories information is called a ‘Notice of impairments’ in section 32BA of the NDIS Act (the Act). When talking to participants we use the term ‘impairment categories information’.

A participant can apply to change their impairment categories at any time. The Act uses the term ‘vary’, but in guidance and when talking to participants we use the term ‘change’ as it’s plain English. Any change to the participant’s current impairment categories information is a delegate decision. The decision to vary or not vary (change) the participant’s impairment categories information is a reviewable decision under the Act.

The only relevant case Type you can select in PACE is Not to vary a notice of impairment. Select this option for internal reviews of decisions to either:

• not change (not vary) impairment categories information

• change (vary) impairment categories information.

Create an internal review (s100) case

Complete the required checks before creating an internal review case

Before creating an internal review case, you must check and update (if required) the participant’s or applicant’s preferred contact method. To learn more, go to article Check a person’s preferred contact method.

When an authorised representative, participant or applicant requests an internal review, first check all open and completed cases on the person record for the same request.

If there’s no existing request for the same decision, you’ll need to create an internal review case in PACE.

Create an internal review case

To create an internal review case, complete the following PACE steps.

Navigate to the Person Account:

1. Select the Cases tab.

2. Select New.

3. Select Internal Review.

4. Select Next.

5. Select the relevant Case Origin.

6. Select the appropriate Type from the drop-down list. To understand each type, go to section Internal review types in this article.

7. Select Save. The internal review case will now show as Draft.

Complete and submit an internal review (s100) case

Initiate Request

1. From the Internal Review case, select the Request tab.

2. From the Initiate Request screen, select Date review request received (DD/MM/YYYY).

Note: backdate the request to when it was first received.

3. Select the relevant circle below Who is requesting review?

Note: if selecting Authorised Representative, use Selected Contact field to record the relevant authorised representative making the request.

4. Select Next.

5. If you’re submitting an internal review for a decision made:

   • relating to compensation, not to extend a grace period or eligibility reassessment revocation, go to section Complete Decisions screen for SAP CRM decisions, and all compensation decisions and decisions not to extend a grace period or a revocation decision in this article

• in PACE, excluding compensation decisions, go to section Complete Decisions screen for PACE decisions excluding compensation in this article

• in SAP CRM, go to section Complete Decisions screen for SAP CRM decisions, and all compensation decisions and decisions not to extend a grace period or a revocation decision in this article.

Complete Decisions screen for PACE decisions excluding compensation

1. From the Decisions screen, identify the relevant decision from Decision Log. Don’t use any filters.

2. Set Original decision date to Any to view all decisions.

3. Check which decision the review request relates to, and carefully select the most relevant decision by selecting the circle next to the relevant Decision Name.

Note: for decisions relating to changing or not changing impairment categories information, some decisions may be split over 2 Vary Impairment Categories cases. This will appear as 2 decisions at this step. If this is the case, select the most recent decision, and record all relevant detail in the case before it’s submitted.

4. Select Next.

5. From the Sub-Decisions view, select the checkbox next to all relevant Sub-Decisions for review. You can select all by selecting the checkbox next to Decision Name in the table heading.

Note: review the specific details of the review request to identify all the relevant sub- decisions. These must be entered as separate sub-decisions.

6. Select Next.

7. Continue to section Add request details in this article.

Complete Decisions screen for SAP CRM decisions, and all compensation decisions and decisions not to extend a grace period or a revocation decision

1. From the Decisions screen, select Decisions from SAP CRM.

2. At the Type drop-down list, select the relevant option.

3. Select New.

4. At the Decision Name drop-down list, select the relevant option.

5. At the Original Decision Date field, select the date (calendar).

Note: if the request is over 3 months:

• at the Reason for selecting decision over 100 days drop-down list, select the relevant option
• you must record the reason in the Provide details of why you are submitting this request outside of 100 days free text field.

Note: for the extension of the grace period, please insert the date the extension was declined.

6. Record Decision Reference.

Note: you’ll find the decision reference number in the Pathway tab of the relevant plan in SAP CRM.

7. Search the name of the delegate in Original Decision User Name. For the extension of the grace period, add enquiry case and enquiry case number.

Note: if original user isn’t showing, tick Unable to find original decision maker user ID. Record email address of original user in Decision user code.

8. Select Save.

Note: if the original decision is outside of 100 days, you must get your team leader’s approval to submit the request.

9. Select Next.

10. If you’re submitting the case for:

• an access not met or statement of support reviewable decision, continue to section Add request details for SAP CRM access not met or statement of support decisions in this article

• all other SAP CRM reviewable decisions, continue to section Add request details in this article.

Add request details for SAP CRM access not met or statement of support decisions

Use the below steps for SAP CRM access not met, revocation or statement of support reviewable decisions.

1. From the Add Request Details screen, Original Decision will be displayed at the top of the page. All the selected sub-decisions will show under Requests.

2. In the Requests section, you’ll need to select Delete Request to remove the internal review request. This’ll allow the original decision to appear.

3. Select Add new request in the Original Decision to be Reviewed section to add each of the requests being reviewed.

4. Select Existing Decision, select Next.

5. Select the type of support request using the drop-down under Which type of Statement of Support Request would you like to add?.

6. Complete all mandatory fields.

7. Select Add.

8. From the Requests section, complete all mandatory fields for each sub-decision under Requests. When recording free text request details, be specific about why the requestor is asking for a review, and what outcome they’re expecting.

9. Select Save.

10. Select Next.

11. Continue to section Add documents in this article.

Add request details

1. From the Add Request Details screen, the Original Decision will be displayed at the top of the page. All the selected sub-decisions will show under Requests.

Note: if the Requests section is empty, select Add new request to include relevant information.

2. Complete all mandatory fields for each sub-decision under Requests. When recording free text request details, be specific about why the requestor is asking for a review, and what outcome they’re expecting.

3. Select Save.

4. If required, you can add a new request by selecting Add new request from the Original Decision box. If you’re:

   • adding a new impairment category, go to step 5

   • for all other decisions, complete all mandatory fields when you add a new request, including a Reason for Request. Then select Save. Go to step 9.

5. Select the Eligibility Criteria under the impairment category the request relates to.

6. Select the impairment category you’re requesting to add.

Note: read Our Guideline – Applying to the NDIS (external) section What happens after we decide? and articles Descriptions of impairment categories, Understand highly likely and commonly associated impairment categories and Impairment categories guide.

7. Select Add. The impairment category will appear in the Requests menu.

8. Include the Reason for Request. Select Save.

9. When you’ve saved all requests, select Next.

Add documents

You must attach supporting evidence and include as much information as possible about the review request. You’ll need to ask if they’ll be providing any new evidence or if there’s any existing information they’d like us to reconsider. If further information is needed for the review, record this in the request. All this information will allow the review officer to better understand the review request.

1. From the Documents screen, select Add Documents to upload new documents. For more information, go to article Add documents to a case.

Note: you must attach supporting evidence and include as much information as

possible about the review request. This will allow the review officer to better understand the review request.

2. Select Link Documents to link documents from the Person Account to the Internal Review case.

3. Select Next.

Complete Risk Matrix

1. From the Risk Matrix screen, select Yes or No at Has there been any risks identified that may impact the participant, nominee or NDIS associated with this request?. If you select:

   • Yes, go to step 2
   • No, go to step 5.

2. Select the risks that most closely matches the risk you’ve identified.

3. Select Yes for each risk you identify, select No for the risks that aren’t applicable.

4. Select LOW, MEDIUM, HIGH or EXTREME for each of the risks you select. Select the level that most closely matches the risk you’ve identified.

5. Select Next.

Depending on the risks you’ve selected, PACE may prompt you to add further information about the identified risk.

Note: if you need to escalate an existing request for an internal review, go to article [Escalating a request for internal review (s100)](#).

Complete Request Summary

1. From the Request Summary screen, check the recorded information.

   Note: to update any information, select Previous to return to the relevant section and update it.

2. If everything is correct, select Next.

Submit internal review request

1. From the Submit Internal Review Request screen, complete the Call Notes free text field if applicable. If you enter any notes here, an associated note will be created.

2. Select Submit. The status of the internal review will change to New.

Next steps

1. After you submit the request for an internal review, an acknowledgement letter will be sent to the person or their authorised representative.

   Note: if the participant has a statutory guardian and the relationship is established with an organisation account, you’ll need to manually send the auto- created Internal Review Acknowledgement letter to the statutory guardian. To do this, go to article Send a letter to a statutory guardian or trustee.

2. The internal review will be routed to the Internal Review Routing Queue. The case will be allocated to an Internal Review officer with the appropriate skill tags to complete the work.

   Note: an exception to this is Debt related internal reviews. These will be routed to the Debt team.