Our reference: FOI 26/27-0058 (LEXD 25538)

GPO Box 700 Canberra ACT 2601 1800 800 110 ndis.gov.au

28 July 2026

Sharon From Records Right To Know

By email: foi+request-15035-a13aa885@righttoknow.org.au

Dear Sharon from Records,

Freedom of Information request — Notice of Decision

Thank you for your correspondence of 1 July 2026, in which you requested 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 requested access to the following document(s):

“…Under the Freedom of Information Act 1982, I request access to the following two documents.

The National Call Centre (NCC) branch guidance material on how to record adequate notes on PACE files. I am referring to the specific documentation the NDIA identified in FOI 24/25-0519. In the decision-maker’s email of 6 February 2025, the NDIA stated: “Following thorough internal consultations, we have identified that our National Call Centre (NCC) branch possesses guidance material pertinent to your request. Specifically, we have documentation on ‘how to record adequate notes on PACE files.’” I am requesting that document, or set of documents, in full.

The PACE knowledge article titled “View the Person Account Timeline”. This article is cross-referenced in the article “Log an activity or internal note” (article ID 285329519), released in FOI 24/25-0368 and FOI 24/25-0519.

I consider all parts of these documents to be relevant, except the surnames and direct contact details of staff, which can be removed. To be clear, I do not agree to any other redactions being treated as outside scope…”

Search efforts

I reviewed the correspondence on file relating to FOI 24/25-0519, which you referred to in your original request. I then consulted with relevant NDIA staff in the Service Guidance, Service Design and National Contact Centre (NCC) areas in order to identify documents within the scope of your request.

Please note that there was not a document held by the NCC titled ’how to record adequate notes on PACE files” however I was able to find the document I believe was being referred to in the email you referenced in your original request.

I have identified 3 documents which fall within the scope of your request.

Decision on access to documents

I am authorised to make decisions under section 23(1) of the FOI Act.

I have decided to grant access to 3 documents in full.

Reasons for decision

In reaching my decision, I have taken into account:

your correspondence outlining the scope of your request
the nature and content of the documents falling within the scope of your request
the FOI Act
the FOI Guidelines published under section 93A of the FOI Act
relevant case law concerning the operation of the FOI Act
consultation with relevant NDIA staff and business areas
factors relevant to my assessment of whether or not disclosure of information would be in the public interest
the operating environment and functions of the NDIA

Release of documents

The documents for release, as referred to in the schedule of documents at Attachment A, are enclosed.

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

Rebecca [REM 417]

Senior Freedom of Information Officer

Information Access and Privacy Branch

Reviews and Information Release Division

National Disability Insurance Agency

Attachment A

Schedule of Documents

FOI 26/27-0058

Document number	Page number	Description	Access Decision
1	1-3	Knowledge Article: View the Person Timeline Date: 26 September 2023	FULL ACCESS
2	3-18	Knowledge Article: (Archived) Enquiry Cases and Log Activity in PACE Date: 10 February 2026	FULL ACCESS
3	18-22	Knowledge Article: (Archived) How to Create Quality Enquiry Notes in PACE Date: 10 February 2026	FULL ACCESS

Attachment B

Freedom of Information request – Your review rights

Internal review

The FOI Act gives you the right to apply for an internal review of this decision. The review will be conducted by a different person to the person who made the original decision.

If you wish to seek an internal review of the decision, you must apply for review, in writing, within 30 days of receiving this letter.

No particular form is required for an application for internal review, but to assist the review process, you should clearly outline your grounds for review (that is, the reasons why you disagree with the decision). Applications for internal review can be lodged by email to foi@ndis.gov.au, or sent by post to:

Freedom of Information Section Information Access and Privacy Branch Reviews and Information Release Division National Disability Insurance Agency GPO Box 700 CANBERRA ACT 2601

Review by the Office of the Australian Information Commissioner

The FOI Act also gives you the right to apply for the Office of the Australian Information Commissioner (OAIC) to seek a review of this decision.

If you wish to have the decision reviewed by OAIC, you may apply for the review in writing, or by using the online merits review application form which is available on the OAIC’s website, within 60 days of receiving this letter: OAIC Review Application Form.

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

Online: OAIC Review Application Form
Post: Office of the Australian Information Commissioner GPO Box 5218 SYDNEY NSW 2001
Email: enquiries@oaic.gov.au
Phone: 1300 363 992 (local call charge)
Website: www.oaic.gov.au

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 the 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 provided above. Your complaint to the Ombudsman can be directed to:

Phone: 1300 362 072 (local call charge)
Email: ombudsman@ombudsman.gov.au