NDIS correspondence: Notification of Decision - FOI 25/26-0095

Our reference: FOI 25/26-0095

                                                        GPO Box 700

                                                 Canberra ACT 2601

                                            1800 800 110

3 September 2025 ndis.gov.au

Emily Lacey

Right to Know

By email: foi+request-13408-496a0c60@righttoknow.org.au

Dear Emily Lacey

Freedom of Information request — Notice of Decision

Thank you for your correspondence of 14 July 2025 (your correspondence), seeking

access under the Freedom of Information Act 1982 (FOI Act) to documents held by the

National Disability Insurance Agency (NDIA).

The purpose of this letter is to provide you with a decision on your request.

Scope of your request

You have requested access to the following documents:

   “…*** Please make sure that every document contains the version control

   information (including version number, amended by, change description, status, and

   date) and NOT just the date/time the document was exported ***

    1. Article ”Create an access request case”.

    2. Article ”Complete checklist in the access request case”.

    3. Article ”Understand how to verify documents”.

    4. Article ”Upload evidence of identity documents”.

    5. Article ”Complete a Face-to-Document check”.

    6. Article ”Escalate an integrity issue about identity”.

    7. Article ”Add documents to a case”.

    8. Article ”Add and link evidence to a case”.

    9. Article ”Upload requested evidence for a new applicant”.

   10. Article ”Create and complete a community connections case”.

   11. Article ”Create and complete an early supports plan”.

   12. Article ”Complete personal and environmental circumstances case”.

   13. Article ”Complete the Short Form Outcomes Framework (SFOF)”.

   Note: Please provide the most recent version of each document, regardless of

  whether it is a draft or approved version…”

Processing Timeframes

The FOI Act provides 30 calendar days for the processing of an FOI request after it is

received. As your valid FOI request was received on 14 July 2025, the original due date for

your request was 13 August 2025.

On 22 July 2025, the FOI Team wrote to you requesting your agreement to a 30-day

extension of time under section 15AA of the FOI Act. On 28 July 2025 you responded to our

request stating you did not agree to an extension of time; therefore, the original due date still

stands.

As we were unable to provide you with a decision on your request by the legislated due date,

your application is regarded as a deemed refusal under section 15AC of the FOI Act.

Despite this, I have continued to process your application. I apologise for the delay and

confirm that you retain your right to seek external review of this decision. Details are set out

in Attachment B to this letter.

Searches conducted

Searches were conducted by Service Design for documents relevant to the scope of your

FOI request.

As a result of this search, thirteen (13) documents were located. This search was

undertaken between 18 July and 2 September 2025 and was overseen by senior staff.

Decision

I am the authorised officer pursuant to section 23(1) of the FOI Act to make a decision on

this FOI request.

I have decided to grant access in full to thirteen (13) documents.

The decision in relation to each document is detailed in the schedule of documents at

Attachment A.

Rights of review

Your rights to seek a review of my decision, or lodge a complaint, are set out at

Attachment B.

Should you have any enquiries concerning this matter, please do not hesitate to contact me

by email at foi@ndis.gov.au.

Yours sincerely

Karla (KHC190)

Assistant Director, Information Access

Information Release, Privacy and Legal Operations Branch

Reviews and Information Release Division

Attachment A

Schedule of Documents for FOI 25/26-0095

Document number	Page number	Description	Access Decision
1	1-6	Knowledge Article – Create an access request case – Version 7.0 Date: 18 October 2024	FULL ACCESS
2	7-11	Knowledge Article – Complete checklist in the access request case – Version 6.0 Date: 25 September 2024	FULL ACCESS
3	12-17	Knowledge Article – Understand how to verify identity documents – Version 5.0 Date: 02 December 2024	FULL ACCESS
4	18-25	Knowledge Article – Upload evidence of identity documents – Version 6.0 Date: 18 November 2024	FULL ACCESS
5	26-29	Knowledge Article – Complete a Face-to-Document check – Version 2.0 Date: 11 October 2023	FULL ACCESS
6	30-33	Knowledge Article – Escalate an integrity issue about identity – Version 2.0 Date: 11 October 2023	FULL ACCESS
7	34-37	Knowledge Article – Add documents to a case – Version 8.0 Date: 18 November 2024	FULL ACCESS

ATTACHMENT B

Your review rights

As this matter was a deemed refusal, internal review of this decision is not an option.

However, if you have concern with any aspect of this decision, please contact the NDIA FOI

team by email foi@ndis.gov.au or by post:

Freedom of Information Section

Complaints Management & FOI Branch

General Counsel Division

National Disability Insurance Agency

GPO Box 700

CANBERRA ACT 2601

Review by the Office of the Australian Information Commissioner

The FOI Act gives you the right to apply to the Office of the Australian Information

Commissioner (OAIC) to seek a review of this decision.

If you wish to have the decision reviewed by the OAIC, you may apply for the review, in

writing, or by using the online merits review form available on the OAIC’s website at

www.oaic.gov.au, within 60 days of receipt of this letter.

Applications for review can be lodged with the OAIC in the following ways:

Online: www.oaic.gov.au

Post: GPO Box 5218, Sydney NSW 2001

Email: enquiries@oaic.gov.au

Phone: 1300 363 992 (local call charge)

Complaints to the Office of the Australian Information Commissioner or the

Commonwealth Ombudsman

You may complain to either the Commonwealth Ombudsman or the OAIC about actions

taken by the NDIA in relation to your request. The Ombudsman will consult with the OAIC

before investigating a complaint about the handling of an FOI request.

Your complaint to the OAIC can be directed to the contact details identified above. Your

complaint to the Ombudsman can be directed to:

Phone: 1300 362 072 (local call charge)

Email: ombudsman@ombudsman.gov.au

Your complaint should be in writing and should set out the grounds on which it is considered

that the actions taken in relation to the request should be investigated.