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Create an access request case

Guidance in this document is not approved for use unless you view it in PACE.

This article provides guidance for a local area coordinator, early childhood partner, planner

delegate, liaison officers (HLO/JLO) and planner (non-partnered area) to:

      understand when to create an access request case
      create a new access request case
      add eligibility-related documents to the case
      cancel or withdraw the case if needed.

Recent updates

4 November 2024

Guidance added to cancel or withdraw an access request case if needed from retired article

Progress or close a case with PSG or PMF milestone.

Before you start

You have:

      read [Our Guideline – Applying for the NDIS (external)](https://www.ndis.gov.au)
      read article Understand NDIS applicant requirements
        if someone other than the applicant, checked the person has consent to apply on

       behalf of the applicant using article Applicant consent to apply
      talked to the person about age, residence, disability and early intervention

      requirements and what supports they may need to help them decide whether to

       apply for the NDIS
      provided the person with the Fact sheet: Applying to the NDIS (external) and Fact

       sheet: The Participant Journey (external)
      used article How to apply for NDIS in PACE to know what other cases you need to

      complete to support the NDIS application

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      used article Complete a streaming case (Streaming and Restreaming) to create

     and complete a streaming case for approval
      assigned a my NDIS contact using article Update the my NDIS contact
      read and understood article Understand milestones in a case.

Understand when to create an access request case

Create a new access request case if a person or their authorised representative:

      has made the decision to apply for the NDIS
      has notified us of their intent to apply
        if not the applicant, has consent to apply on behalf of the applicant.

It’s important to note that:

      the person can't apply if there is an internal review or Administrative Review

       Tribunal (ART) review in progress of a previous access not met or revocation

       decision. For further information, go to section Can you apply again? in [Our

       Guideline – Applying for the NDIS (external)](https://www.ndis.gov.au)
        if the person has applied multiple times with the same evidence, you do not need

        to do pre-planning activities
      you can't stop an applicant from applying, even if the same evidence has been

       provided
      you can't have 2 access request cases open for an applicant.

Create new access request case

Search for the Person Account.
From the Account view, select Cases.
Select New.
Select Access Request from the list.
Select Next.
Select an option from the Case Origin drop-down list.

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If relevant, complete the Prioritisation Reason. For further information, go to article Request priority eligibility decision.
Select Save.

Check for an existing enquiry case for any eligibility-related documents. This could include an attached Access Request Form (ARF), evidence of identity, age, residence or disability.
Upload the ARF and any eligibility-related documents to the access request case.
- For an ARF, use article Add documents to a case.
- At Description, enter Access Request Form received <via email / in person / via mail> on by <NDIA staff / NDIS partner>.
- For other evidence documents, use article Add and link evidence to a case.

Cancel or withdraw an access request case

Cancel an Access Request case

The Cancel Case button is available when:

the Access Request case is in the status New, In Progress or Request further info.

Select this button for one of the following Closure Reasons:

administration error
person deceased.

For more information go to article Complete form in the access request case.

Withdraw an Access Request case

The Withdraw Case button is available when:

the Access Request case is in the status New, In Progress, Pending Outcome or Request further info.

Select this button for one of the following Closure Reasons:

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Agency initiated withdrawal.
Participant requested withdrawal.

For more information go to article Complete form in the access request case.

Next steps

Select Progress Case to move the case status to In Progress and select the Form tab.

You can’t complete the Form tab until you complete this step.
Go to article Complete form in the access request case to complete the Form tab.
If the NDIS application shows the applicant may meet the eligibility requirements, go to these articles to complete pre-planning cases if possible:

Note: For applicants with terminal illness, don’t complete the above cases. This will help progress these applicants more quickly.

Article labels – internal use only

PACE user role names

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Version	Amended by	Brief Description of Change	Status	Date
3.0	CW0032	Class 2 approved Added note about case exceptions for applicants with terminal illness.	APPROVED	2024-04-04
4.0	IIW664	Class 1 Approval 3. Guidance in Next Steps section updated to reflect updated PACE appearance. Staff need to select Progress Case to move the case status to In Progress. 4. Added link to new article Progress or close a case with a PSG or PMF milestone.	APPROVED	2024-08-21
5.0	JC0088	Class 2 approval Incorporate access legislation changes	APPROVED	2024-09-25
6.0	IIW664	Class 1 Approval Guidance updated to reflect legislation to start a new body called the Administrative Review Tribunal (ART). The ART replaced the Administrative Appeals Tribunal (ART) on Monday 14 October 2024. Updates include: Administrative Review Tribunal (ART) changed to Administrative Appeals Tribunal (ART) throughout.	APPROVED	2024-10-07
7.0	IIW664	Class 1 Approval	APPROVED	2024-10-18

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Version	Amended by	Brief Description of Change	Status	Date
		Guidance added for cancelling or withdrawing an access request case if required from retired article Progress or close a case with PSG or PMF milestone.

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FOI 25/26-0095 | DOCUMENT 2

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The contents of this document are OFFICIAL.

Complete checklist in the access request case

Guidance in this document is not approved for use unless you view it in PACE.

This article provides guidance for an early childhood partner, local area coordinator, planner delegate, liaison officers (HLO/JLO) and planner (non-partnered area) to:

check access request is complete
complete the checklist.

Note: If you’re from Scheme Eligibility, go to article Check access request is complete.

Recent updates

3 October 2024

Updated guidance to reflect legislation changes from 3 October 2024
Title changed from Validate application evidence
Steps for Scheme Eligibility to complete moved from this article to a new article Check access request is complete
Steps added to check the access request is complete before completing the checklist
Steps to check for and record consent to apply moved to article Complete form in the access request case.

Before you start

You have:

read Our Guideline – Applying (external), including section How do we decide if you’re eligible? (external)
completed the form in the access request case using article Complete form in the access request case
uploaded any identity, age, residence and disability documents evidence using article Upload requested evidence for a new applicant.

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Check access request is complete

Check there’s an internal note that records who provided consent to apply. For more information, go to Complete form in the access request case.

Check identity documents

Check the correct identity documents have been provided for the applicant, and their authorised representative, if they have one. Go to article Understand how to verify identity documents.
If you used the Document Verification Service (DVS) to verify any documents, check:
- consent is recorded. Go to article Consent to use document verification service
- all identity documents that can be verified with DVS have a Verification Status of Verified DVS, or other identity documents have been provided. For further information, go to article Understand the Document Verification Service.
If you can’t use DVS to verify any identity documents, check they’ve been uploaded. Go to article Upload evidence of identity documents.

Note: Identity documents with a Verification Status of Verified DVS don’t need to be uploaded. You must upload all other documents.
If there are any integrity concerns, go to article Escalate an integrity issue about identity.
If the person can’t give all of the required identity documents for a genuine reason, record an internal note. If you’re:
- an NDIS partner, first seek assistant director endorsement by emailing the details to redacted.
- NDIA staff, if your business area has an endorsement process, first seek endorsement.
Use article Log an activity or internal note to explain why the person can’t give the identity documents and the steps you’ve taken to support the person. If your business area has an endorsement process, note who provided endorsement.

Note: All reasonable attempts to receive alternative identity documents should be attempted first and recorded on the record.

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Check age and residence

Check there’s either:
- consent to check the applicant’s age and residence with Centrelink. Go to article Consent to use Centrelink information.
- documents uploaded to verify the applicant’s age and residence. Go to article Understand age and residence evidence to understand what documents are required.

Check evidence of disability

Check evidence of disability has been uploaded. Go to Add and link evidence to a case.

Complete the checklist

From the Access Request case, select the Checklist tab.
At Had the prospective participant’s identity been verified face to face?, select Yes or No. If:
- No, at Provide a justification for the absence of a face to face verification, enter the reason why. Then go to next step.
- Yes, go to next step.

The following tick boxes populate automatically:

Access Request completed – if the Form tab has been completed
At least one document for Evidence of Disability – if linked in the Evidence tab
At least one document for Evidence of Identity (including Age and Residency) – if linked in the Evidence tab
CRN and consent to use CRN to collect age and residence information from Centrelink – if consent isn’t provided, the person must give documents to verify their age and residence
Prospective participant is S & T defined – State and Territory defined programs no longer apply and this tick box will remain empty.

Select Submit.
Select Done.

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Next steps

Don’t close the access request case. The case must remain open until an access decision is made. Once the decision is made, it’ll close automatically.
The access request case will automatically route to Scheme Eligibility via the access request routing queue.
Scheme Eligibility will use article Check access request is complete. If the access request is:
- complete, an access decision case is automatically created, and an access delegate will make a decision or request further information
- not complete, Scheme Eligibility will return the access request case to you with information about what you need to do.

Article labels — internal use only

PACE user role names

Add: dc_users_plannerdelegate, dc_users_liaisonofficershlo/jlo, dc_users_plannernonpartneredarea

Delete: dc_users_accessdelegate

Topics

No change

Case names

No change

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Version control

Version	Amended by	Brief Description of Change	Status	Date
4.0	EMN960	Class 1 Approval	APPROVED	2024-01-30

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Version	Amended by	Brief Description of Change	Status	Date
5.0	EMN960	Class 2 Approval	APPROVED	2024-07-15
6.0	JC0088	Class 2 Approval Incorporate legislation changes	APPROVED	2024-09-25

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Understand how to verify identity documents

Guidance in this document is not approved for use unless you view it in PACE.

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

understand identity confirmation
check if an identity document has already been verified
check the correct identity documents have been provided
check identity documents for integrity issues
check the identity documents belong to the person
verify identity documents.

Recent updates

9 December 2024

Updated guidance to include if a participant has a statutory guardian or statutory child representative appointed you don’t need to verify the identity of the staff member if they’re registered in PRODA and linked to the state or territory organisation.

Before you start

You have:

read and understood Our Guideline – Your privacy and information (external) and Fact Sheet – Evidence of Identity (external)
received or need to request identity documentation to confirm the person’s identity
checked identity documents are uploaded (if required) and correctly recorded in PACE using article Upload evidence of identity documents.

Understand identity confirmation

Identity confirmation is the process where you confirm someone’s identity for the first time. To do this you verify and record identity documents and link the documents to the person. This is done to reduce the risk of the Agency providing funded support to someone who is using a fake or stolen identity.

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You must verify identity documents to confirm the identity for:

applicant
child representative
person with consent
legal representative
nominee.

If the participant has a statutory guardian or statutory child representative, you don’t need to verify the identity documents of the staff member if they’re registered in PRODA and linked to the organisation.

Note: if a support coordinator or psychosocial recovery coach (recovery coach) has consent to act on the participant’s behalf, they won’t need to provide evidence of their identity for us to record them as a staff member of the organisation as long as:

the support coordinator or recovery coach is registered in PRODA and
there’s an active request for service (RFS) in PACE or service booking in SAP for the support coordinator or recovery coach.

For more information go to article Record or update consent for a support coordinator or psychosocial recovery coach to act on behalf of the participant.

When a person applies to the NDIS, it’s important that before submitting the Access Request case you must:

Request evidence of identity.
Confirm the evidence of identity has been received. Use article Upload evidence of identity documents.

Check if an identity document has already been verified

Go to Person Account, My Profile tab.
Go to Evidence tab.
Under Identity Evidence, check the appropriate identity evidence has been recorded. Use the below section to Check the correct identity documents have been provided. The recorded evidence will display as Verified Manual or Verified DVS under Verification Status.

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Check the correct identity documents have been provided

Applicants or individuals seeking to become an authorised representative for a participant or someone receiving community connections or early connections must complete the identity confirmation process. This is to help prevent identity fraud and make sure information is secure.

Use the Fact Sheet – Evidence of Identity (external) to check the correct identity documents have been provided for the person. This must include:

one (1) Birth or Arrival Document, and
at least two (2) Use in Community Documents that are current (not expired).

When an adult uses their child’s birth certificate as evidence of the adult’s identity, the adult’s name:

must be listed on the birth certificate as a parent and
on the birth certificate must match the name given to us by the adult.

If the person has changed their name in the past, to confirm their identity you must have a linking document. For example, a marriage certificate. Make sure all previous and current names are recorded in the person account. To update the person’s name use article Update a person account.

If you don’t have the correct identity documents for the person, contact them to explain:

why we need more information
what additional identity documents to provide.

You must use their preferred communication method, use article Check a person’s preferred contact method.

Check identity documents for integrity issues

Check the identity document for integrity issues, which may include:

the document has been changed
the document is not genuine
discrepancies between documents and the person
discrepancies between signatures.

If you identify a potential integrity issue, ask for another identity document. If there’s still an integrity issue, use article Escalate an integrity issue about identity.

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Check the identity documents belong to the person

When you receive identity documentation, you must check the person presenting the documents is the genuine owner of the identity.

Go to the Person Account.
Go to Details tab, then Legal Name menu. Check the full name (including First Name, Middle Name and Last Name) matches the evidence of identity documents exactly. If their legal name doesn’t match, ask if they’ve changed their name and request a linking document with evidence of this. For information on linking documents, use Fact sheet – Evidence of Identity (external).

Note: the person’s full legal name might not match their preferred name. While you need to use their legal name to confirm a person’s identity, make sure you use their preferred name in conversation. Also clarify a person’s pronouns to make sure you’re referring to them respectfully. If you’re not sure what pronouns they use, please ask.
Go to Account Information menu. Check the Date of Birth matches the evidence of identity documents.
Go to Address menu. Check the Address recorded matches the evidence of identity documents.
If the full Name, Date of Birth or Address recorded don’t match the identity document received, check:
- for any obvious typos or misspellings. If you identify any, update the record using article Update a person account
- if the differences are significant enough not to be typos or misspellings and you can’t see any evidence of a link between the 2 identities, you’ll need to ask the person to give some evidence to link the names. If the person doesn’t have this, use article Escalate an integrity issue about identity. Note: remember, don’t escalate an integrity issue based only on someone’s gender identity or expression
- if photo identification has been received, use article Complete a Face-to-Document check to complete and record a face-to-document check.

Verify identity documents

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Generally we use the Document Verification Service (DVS) to verify identity documents. Use article Understand the Document Verification Service to learn more. Sometimes, an access delegate will use other methods like:

accessing digital records from Australian Government agencies
using data shared with the NDIA
contacting the document issuer or record holder directly.

If you’re unable to use the DVS to verify an identity document, make sure the documents are uploaded to the Access Request or Manage Authorised Representative case using article Upload evidence of identity documents. Proceed to complete the case.

Article labels

PACE user role names

No change.

Topics

No change.

Case names

No change.

Ownership

No change.

Version control

Version	Amended by	Brief Description of Change	Status	Date
2.0	EMN960	Class 1 approved. Continuous improvement updates. Title updated. PACE steps included. KA — ‘Verify identity documents using other methods’ content included.	APPROVED	2023-10-11
3.0	EMN960	Class 1 Approval	APPROVED	2023-12-15

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Update to guidance to:

remind staff to request more evidence if needed to confirm a person’s identity
ensure evidence is verified before submitting Access Request case.

| 4.0 | EMN960 | Class 2 approval. Included information relating to support coordinators and recovery coaches who have consent to act on behalf of the participant. | APPROVED | 2024-07-19 | | 5.0 | CS0074 | Class 2 Approval

Guardian Data Model Launch | APPROVED | 2024-12-02 |

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DOCUMENT 4 | OFFICIAL

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The contents of this document are OFFICIAL.

Upload evidence of identity documents

Guidance in this document is not approved for use unless you view it in PACE.

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

what to do when you receive identity documents
how to upload evidence of identity documents.

Recent updates

9 December 2024

Title of linked article Delete a document in PACE changed to Update or delete a document in PACE.

Before you start

You have:

read and understood Our Guideline – Your privacy and information (external) and Fact Sheet - Evidence of identity (external)
read and understood article Understand how to verify identity documents
received or need to request identity documentation to confirm the person’s identity
commenced the Access Request or Manage Authorised Representative case.

Receiving identity documents

Identity documents are needed to confirm a person’s identity and protect their privacy.

You must take care with any identity document you receive, to uphold the person’s privacy and protect their identity. Don’t make copies of an identity document or leave them unsecured.

There are specific identity documents a person must give us so we can confirm their identity. To learn more about the identity documents we need, see the Fact sheet - Evidence of identity (external).

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When you receive these documents, you must upload and record the document details in PACE. Once the details are recorded, they must be verified. For more information on how we verify identity documents, including checking the document is genuine, see article Understand how to verify identity documents.

The process when you receive identity documents is different for partners and agency staff.

Go to either section:

Local area coordinators and early childhood partners support the person to submit a digital copy of their identity documents
Agency staff create a digital copy of the documents.

Local area coordinators and early childhood partners support the person to submit a digital copy of their identity documents

Local area coordinators and early childhood partners must not make copies or scans of identity documents.

Partners can support a person in an Access Request case to give their own copies of their identity documents.

Note the Access Request case number, you’ll need this to link to the new case.
From the Person Account, select Cases tab.
Select New.

Note: If you’ve created the enquiry case then experience a situation where you must cancel it:
- Select the Cancel button on the top right of the Enquiry case screen.
Select Enquiry case, select Next.
In Parent Case, link to the Access Request case.
At Enquiry Description enter: Request evidence of identity documents.
At Categorisation select the following from each dropdown:
- Type: Access
- Category: Partner Supported Access
- Sub Category: General Information

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Select Save.

Note: If PACE detects a duplicate enquiry case, an error message will appear in the New Case screen once you select Save. For more information on how to manage a duplicate enquiry case, go to article Create an enquiry case.
You don’t need to complete the Enquiry tab in the case. Leave the case open until identity documents are received.
Select Activity from the menu on the right. Select Email.
Update From field to NDIS Enquiries <redacted> and Subject field to Request evidence of identity documents.
Write to the person, requesting they reply to the email with their identity documents attached. Tell them:
- all images submitted must be clear
- we need images of the front and back of all documents, except for bank or credit cards
- don’t send the back of a bank or credit card or include the card or CVC security numbers.
Select Send.
When email response is received, close the Enquiry case using section Complete an Enquiry case in article Create an enquiry case. Then, complete steps 1-20 in section Upload evidence of identity documents.
Submit the Access Request case.

At any time, you can instead advise the person to take a photo of their identification themselves and send it to redacted. This will take up to 24 hours to be processed and uploaded to the Person Account.

Agency staff create a digital copy of the documents

For original documents or paper copies, agency staff can create a digital copy to upload to PACE. Upload a scanned image of the front and back of the document unless it’s a bank or credit card. The image must be clear and complete.

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IMPORTANT: Don’t scan the back of a bank or credit card or include the bank card or CVC security numbers.

Upload evidence of identity documents

Where to upload identity documents

Agency staff must scan and upload identity documents to the Person Account of the person undergoing identity confirmation. In the case of authorised representatives, the identity documents must be uploaded to the authorised representative’s Person Account, and not to the applicant or participant’s Person Account.

Identity documents are required to be uploaded to the Evidence tab in the:

My Profile tab of the Person Account, for the participant or participant’s representative
Access Request case for the applicant
Manage Authorised Representative case; if identity hasn’t already been confirmed, for an authorised representative.

Upload digital copy to the Person Account

In the Person Account, select My Profile tab, then Evidence tab.
Select Add Evidence.
At Please select an Evidence Type, select Identity.
At Please select a Document Type, select the appropriate document type.
Select Next.
Record document details as they’re written on the identity document. If you’re uploading a birth certificate, in Birth Registration Details, enter the Registration Number. You can also include the Certificate Number. These must include numeric characters only and have 11 digits.

Note: If a birth certificate has less than 11 digits, add 0’s before the birth certificate number until there are 11 digits. Birth certificate numbers are printed on certificates from 01/09/2016.

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In Notes, don’t include sensitive information like the document number. For example, don’t include the licence, passport or credit card number.
Select Add Documents. The Document Details window will open.
At Please select a Document Category, select Verifiable Evidence.
At Please select a Document SubCategory, select Identity.
At Does the document contain any Personal identifiable information (PII)?, select Yes.
Select Upload Files.
Before you upload the document, make sure you:
- save it in a PDF format
- correctly name it using the NDIA Document Naming Conventions.
Note: If you need to rename an already uploaded document, use article Update or delete a document from PACE.
Select Save, then Close.
You’ll return to the Enter Document Details window. Check the first, middle and last name matches the Person Account record using article Understand how to verify identity documents.

Note: If the person has changed their name, make sure all previous and current names are recorded in the Person Account. Update the person’s name using article Update a person account.
At Name Match, if the name on the identity documents:
- Matches the name on the Person Account, select Yes.
- doesn’t match the name on the Person Account, select No. Use article Escalate an integrity issue about identity.
If you:
- have consent to use the Document Verification Service (DVS), and the Verify with DVS button appears, select Verify with DVS button. If this fails, check the details

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you’ve entered in all fields are exactly as shown on the document and select Verify with DVS again. If it fails again, use article Understand the Document Verification Service and continue to step 21.

don’t have consent to use DVS; or DVS hasn’t been able to verify the identity document, and you’re in the Scheme Eligibility Branch or are an AIM team member, continue to step 18.

Navigate to Manual Verification.
Under Verification Type select Manual.
Enter the Verification Outcome. If you:
- can verify the identity document, select Pass and continue to step 21.
- can’t verify the identity document, select Fail and refer it to an AIM Specialist at step 21.
Note: We don’t use gender to confirm identity. Don’t escalate an integrity issue based only on a person’s gender identity or expression, unless there are other details that don’t align with what’s recorded in the system. Or if you have reason to believe the identity documents aren’t genuine or credible.
At Do you want to refer this document to an AIM specialist?, select No. The only exception where Yes can be selected is if:
- you’re in the Scheme Eligibility Branch and reviewing an access request and
- the documents failed DVS and the person didn’t have additional evidence, or the additional evidence also fails DVS and
- the case was submitted without DVS being able to be completed.
Select Next.

If you need to update or delete a document, go to article Update or delete a document from PACE.

Article labels

PACE user role names

No change.

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Topics

No change.

Case names

No change.

Ownership

No change.

Version control

Version	Amended by	Brief Description of Change	Status	Date
1.0	EMN960	Draft approved by Publishing Approver (EL2)	APPROVED	2022-11-03
2.0		Information not available
3.0	EMN960	Class 1 Approved. Continuous Improvement updates. Incorporation of KA — ‘Identity verification- birth certificate digit requirement’. New PACE steps added. Language updated for consistency.	APPROVED	2023-10-11
4.0	EMN960	Class 1 Approval Guidance updated to: include steps for opening and linking Enquiry case to Access Request case to request identity documents make sure identity documents are verified before submitting Access Request case	APPROVED	2023-01-03

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| | | add link to new article Delete a document from PACE | | | | 5.0 | IIW664 | Class 1 approval | APPROVED | 2024-09-02 | | 5.1 | AFG749 | First draft.

Title of linked article ‘Delete a document in PACE’ changed to ‘Update or delete a document in PACE.’ | DRAFT | 2024-10-31 | | 5.2 | ADN217 | Peer review | DRAFT | 2024-11-01 | | 5.3 | AFG749 | Peer review actioned | DRAFT | 2024-11-11 | | 5.4 | SBL226 | Review and Endorsement | DRAFT | 2024-11-13 | | 5.5 | AFG749
ADN217 | Service Delivery BIL feedback actioned | DRAFT | 2024-11-18 | | 5.6 | SBL226 | EI1 Review and Endorsement | DRAFT | 2024-11-18 | | 6.0 | IIW664 | Class 1 approval | APPROVED | 2024-11-18 |

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The contents of this document are OFFICIAL.

Complete a Face-to-Document check

This article provides guidance for a local area coordinator, early childhood partner and all NDIA staff (planner delegate, payments officer, internal review delegate, complaints officer, participant support officer, access delegate, technical advisors, National Contact Centre, liaison officers (HLO/JLO), complex support needs (CSN) planner, national reassessment delegate) to understand:

why we complete a Face-to-Document check
how to complete the check and record the outcome.

Recent updates

October 2023

Current guidance.

Before you start

You have:

read and understood article Understand how to verify identity documents
contacted the person to arrange a face-to-face or video call meeting
explained the Face-to-Document check
explained what identity documents they need to bring to the meeting.

Complete a Face-To-Document check

Completing a Face-to-Document check is one of the steps we take to confirm a person’s identity.

We do this to check the person presenting the identity documents is the genuine owner of the identity and not an imposter. This is another way we protect a person’s privacy.

Check 1: Check identity documents match person account

First, check the person has the right identity documents. These need to be verified copies of:

original documents
photocopies or scans that are clear, readable, and complete.

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Then, check each document to make sure the personal details match, including full names, date of birth and signatures.

For more information, read article Understand how to verify identity documents.

Check 2: Check the person’s face matches their photo ID

Look at the person’s face and compare this with their photo ID, to check that the document belongs to that person. Try to match as many of the following features as possible:

eyes
ears
shape of mouth
nose
position of cheek bones
jawline
hair
facial marks
other notable features

Note: Do not focus on gender information to complete this check.

Record the check outcome in PACE as either:

match: Compared photo ID with facial features of the person and identified a reasonable likeness by checking eyes, ears, shape of mouth, nose, position of cheek bones, jawline, hair, facial marks and other notable features.
no match: Compared photo ID with facial features of the person and unable to identify a reasonable likeness by checking eyes, ears, shape of mouth, nose, position of cheek bones, jawline, hair, facial marks and other notable features.

Next steps

What happens next depends on the outcome of both the checks.

If there’s a match for both checks, the identity check is complete

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No match for one or both checks: You’ll need to escalate to your team leader as a potential integrity issue. For more information, read article Escalate an integrity issue about identity.

Article topics and case names — internal use only

Topics

This article relates to the following topics:

t_applying
t_fraudandcompliance
t_identity.

Case names

You can use this guidance for the:

dc_case_accessrequest
dc_case_manageauthorisedrepresentative.

Version control

Version	Amended by	Brief Description of Change	Status	Date
0.1	NHR99Q8	Draft ready for showcase	DRAFT	2022-09-16
0.2	JJO192	Draft ready for Peer review	DRAFT	2022-10-19
0.3	BLOO12	Draft approved by 3P KA Approver (EL1)	DRAFT	2022-11-02
1.0	EMN960	Draft approved by Publishing Approver (EL2)	APPROVED	2022-11-02
1.1	DFB448	Updates as part of CI	DRAFT	2023-09-28
1.2	TPO642	AD review	DRAFT	2023-10-02
1.3	DFB448	Copy for BIL/Domain review	DRAFT	2023-10-03
1.4	DFB448	Transferring SME feedback	DRAFT	2023-10-06

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Version	Amended by	Brief Description of Change	Status	Date
1.5	TPO642	AD review	DRAFT	2023-10-10
2.0	EMN960	Class 2 Approval	APPROVED	2023-10-11

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The contents of this document are OFFICIAL.

Escalate an integrity issue about identity

integrity issues about a person’s identity or their identity documents
how to escalate possible integrity issues

Recent updates

October 2023

Current guidance

Before you start

You have:

read and understood article Understand how to verify identity documents
one or more indicators of integrity issues relating to a person’s identity or their identity documents.

Integrity issues about identity

When you see something that may not be genuine or real, we call this an integrity issue. This may be an issue with the documents, or with the person presenting the documents as their own.

You might see an integrity issue with identity when uploading evidence of identity documents or confirming a person’s identity. For example, you might see an identity document that looks like it has been changed. Or, you might see a person who doesn’t match their identity documents.

Indicators of integrity issues

There are some things to look for which can help you find integrity issues. These are called indicators.

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Some indicators of integrity issues with identity documents are:

signs that somebody has removed, added, or changed text in a document – for example, correction fluid used to remove important information
inconsistent fonts, sizes, misalignment of text or paragraphs in documents
poor character quality due to repeated scanning and photocopying – for example, the document is hard to read
partial documents.

Some indicators that a person has a potential integrity issue, include:

person does not look like the photo ID
key information doesn’t match, such as their name or date of birth
other reasons – for example, you or a colleague recognise them as having another identity.

If the names don’t match, ask the person if they’ve changed their name and if they have evidence in the form of a linking document. For more information, read Fact sheet – Evidence of Identity (external).

Note: We don’t use gender to confirm identity. Do not escalate an integrity issue based only on a person’s gender identity or expression, unless there are other details that don’t align with what’s recorded in the system. Or if you have reason to believe the identity documents aren’t genuine or credible.

If you identify a potential integrity issue

If you identify an integrity issue, there are a few steps you can take. The actions you take will differ depending on the nature of the potential integrity issue.

For example, if the document is a Use in Community document, it may be appropriate to reject the document and work with the person to gather another piece of evidence to confirm their identity. For more information, read Fact sheet – Evidence of Identity (external).

However, if a face doesn’t match a document in the Face-to-Document check, this presents a significant risk of identity theft. Escalate to your Team Leader immediately. If you are in the National Access Team, your Team Leader may seek advice from the Access Integrity Management (AIM) team. They may also escalate it to the Compliance team. For more information, read article How to resolve enquiries about fraud and compliance.

Next steps

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Next steps will depend on what action you’ve taken above but may include:
- asking the person to supply a new identity document
- for Access staff, your Team Leader requesting advice from the AIM team.
Once you receive advice, you’re responsible for:
- making
- documenting
- implementing the decision.

Article topics and case names — internal use only

Topics

This article relates to the following topics:

t_applying
t_fraudandcompliance
t_identity.

Case names

You can use this guidance for the:

dc_case_accessrequest
dc_case_manageauthorisedrepresentative.

Version control

Version	Amended by	Brief Description of Change	Status	Date
0.1	MIC163	Original draft of KA	DRAFT	2022-09-20
0.2	BLOO12	SGPB EL1 review	DRAFT	2022-11-30
0.3	EMN960	Director approval	APPROVED	2022-11-30

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Version	Amended by	Brief Description of Change	Status	Date
1.0	BLO012	Cleaned and updated version control Updated ‘Article Body’ to ‘Overview’ for consistency of style across KA Removed extra line spacing	APPROVED	2022-12-01
1.1	DFB448	CI updates	DRAFT	2023-07-27
1.2	TPO642	AD review	DRAFT	2023-09-27
1.3	DFB448	Actioning feedback and preparing for BIL/Domain review	DRAFT	2023-09-28
1.4	DFB448	Copy for BIL/Domain review	DRAFT	2023-10-04
1.5	DFB448	Actioning BIL/Domain feedback	DRAFT	2023-10-10
1.6	TPO642	AD review	DRAFT	2023-10-10
2.0	EMN960	Class 2 Approval	APPROVED	2023-10-11

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DOCUMENT 7 | OFFICIAL

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The contents of this document are OFFICIAL.

Add documents to a case

Guidance in this document is not approved for use unless you view it in PACE.

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

understand examples of documents you can add to a case
add documents to a case
link documents to a case.

Recent updates

9 December 2024

Title of linked article Delete a document in PACE changed to Update or delete a document in PACE.

New guidance to help staff save documents as PDFs using the NDIA Naming Conventions.

Before you start

You have:

read and understood Fact sheet – What evidence you need to give us before we create or change your plan (DOCX 342KB)
a document that needs to be added to a person account or case.

Understand examples of documents you can add to a case

Documents or evidence may be given to the National Disability Insurance Agency (the Agency) to support a range of different cases. You can add these documents to the case you’re working on.

Documents may include:

NDIS forms and templates, such as access requests, consent, home modifications
assessments about the participant’s functional impact
allied health reports or reports from treating professionals
functional assessments related to the participant’s disability

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carer’s statements or letters from providers
details of any legal or guardianship orders or custody arrangements
information provided during conversations between the participant and a planner, partner or National Contact Centre (NCC) staff.

To learn more, go to Fact sheet – What evidence you need to give us before we create or change your plan (DOCX 342KB).

Add documents to a case

From the Person Account select the Cases tab.
Under Open Cases, select the case you want to add documents to.
From the case you selected, select the Documents tab.
Select Add Documents. The Documents Details screen will appear.
Select the relevant document Category from the drop-down options.
Select the relevant document Sub-Category from the drop-down options.
From the drop-down options, select Yes or No for Does the document contain any Personal identifiable information (PII)?.

Note: Please make sure you upload documents to the correct person account.
Enter any further information in the Description free text field.
Select Next. The Upload Document screen will appear.
Select Upload Files.
Before you upload the document make sure you have:
- saved in a PDF format
- correctly named it using the NDIA Document Naming Conventions.
Go to the file location on your device or network directory and select Open. All documents in the table should be Ready for upload.

Note: If you need to rename an already uploaded document, use article Update or delete a document from PACE.
Select Save. All files should now show as Uploaded successfully.

Note: If a document fails to upload, select Retry.

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Select Close. The Documents tab will now show the document you uploaded to the case.
To protect the privacy of the person, delete all saved copies of the uploaded document from your device or network directory.

If you need to delete a document, go to article Update or delete a document from PACE.

Link documents to a case

You can link any document in a person account to a case. You don’t have to add another copy of the document.

From the case that you’re linking the document, select the Documents tab.
Select Link Documents.
On the Link Documents screen, select the checkbox next to the document you want to link.
On the Link Document pop up screen, select Link.
Select Close.
If you need to link another document, repeat step 3. Otherwise, select Finish. Linked documents will now appear on the Documents tab of the case.

Article labels

PACE user role names

No change.

Topics

No change.

Case names

No change.

Ownership

No change.

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Version control

Version	Amended by	Brief Description of Change	Status	Date
1.0	JS0082	Director approval with comments recorded on backlog to be actioned prior to Tasmanian pilot	APPROVED	2022-09-09
2.0	JS0082	Class 1 Approval	APPROVED	2023-09-26
3.0	JS0082	Class 1 Approval	APPROVED	2023-09-27
4.0	JS0082	Class 1 approval	APPROVED	2024-04-30
5.0	ED0024	Minor Updates to restructure and to include reference to new KA — Delete a document in PACE	APPROVED	2024-01-25
6.0	JS0082	Class 1 approval	APPROVED	2024-04-30
7.0	JS0082	Class 1 Approval Updated guidance to reflect name change of factsheet What evidence you need to give us before we create or change your plan.	APPROVED	2024-07-22
8.0	IIW664	Class 1 approval	APPROVED	2024-11-18

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The contents of this document are OFFICIAL.

Add and link evidence to a case

Guidance in this document is not approved for use unless you view it in PACE.

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

understand evidence and document types
add evidence to a person account or case
complete an Access Integrity Management (AIM) referral
link evidence to a case
review evidence on a person account.

Recent updates

28 July 2025

Guidance updated to inform that we can’t add password-protected documents to a case.

Before you start

You have read and understood:

Note: evidence is any document which can be used to confirm details, or that provides information to progress action in a case. These must be uploaded using the process steps in section Add evidence to a person account or case in this article.

To upload a document to a person account or case which isn’t evidence, go to article Add documents to a case.

Understand evidence and document types

When you link evidence to a case, you’ll need to select an Evidence Type. Depending on the type of evidence you select, you may also need to select a Document Type.

Evidence Type — Disability

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Evidence of disability may be given at any stage of the applicant or participant journey.

This includes:

during an access request
during the eligibility check stage of their application
when there’s a change in their disability
when a new disability has been diagnosed
as part of a check-in to demonstrate support needs.

Evidence of disability shows how their disability impacts their day-to-day life.

We need evidence of disability to decide if the applicant meets the disability requirements. To learn more, go to article What evidence of disability is required. We also use evidence of disability when creating a plan.

You need to link evidence to your justification to support the NDIS funding criteria (external).

Types of disability evidence you can link are:

Audiograms
Childhood Assessment Form (for those under 6 years old)
Diagnostics Reports from various health professionals
Functional Call
Functional Capacity Reports from various health professionals
NDIA Access Request form
NDIA Supporting Evidence form
Supporting Letters.

We can’t store or access password-protected documents. If you receive a password-protected document to be uploaded:

contact the provider of the document to let them know we can’t store or access password-protected documents
request they resubmit the document without password protection.

If you identify a password-protected document that is already uploaded, repeat the above steps then delete the existing document. To learn more, go to article Update or delete a document from PACE.

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Evidence Type — Early Intervention

Doctor’s Certificate.

Evidence Type — Identity

We ask for evidence of identity to support someone becoming a participant, or an authorised representative for a participant.

Note: only staff who hold the relevant permission will be able to view identity documents.

You’ll need to have attempted to verify identity documents before you add them to the person account. To do this, go to articles:

If you’re unable to verify the document, go to article Upload evidence of identity documents.

Before you can upload identity documents, we’ll need a digital copy.

For partners, you’ll need to email the person from the Activity Panel in a case. To learn more, go to article Send and receive an email in PACE. Sending an email from PACE means any replies to your email with the information will return into the case.

Applicants or participants can email their identity evidence to enquiries@ndis.gov.au. This will be used to create an enquiry case in PACE which will be assigned to the my NDIS contact to add the evidence to the case within 24 hours. This will be used to create an enquiry case in PACE, which will be assigned to the my NDIS contact to add the evidence to the case within 24 hours.

Learn more about types of identity evidence you can link can in Fact Sheet — Evidence of Identity (external).

Evidence Type — Residency

Medicare Card
Birth Certificate
Doctor’s Certificate
Driver’s Licence.

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Applicant Consent
Participant Consent.

You won’t have to select a document type for authority consent evidence.

Evidence Type — Request

Bank Account Request.

Evidence Type — Authority

Authority Definition.

Evidence Type — Any

Medicare Card
Applicant Consent
Authority Definition
Bank Account Request
Birth Certificate
Doctor’s Certificate
Driver’s Licence
Participant Consent.

Evidence Type — Legal Order

Court Order
Tribunal Order
Guardianship
Administration order.

Evidence Type — Age

You won’t have to select a document type for evidence of age.

Evidence Type — Report

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Implementation Report
Progress Report.

To learn more, go to article Understand implementation and progress reports in request for service.

Evidence Type — Leaving the NDIS

Confirmation participant is deceased
Confirmation participant is receiving aged care services
Written request to leave the NDIS.

Add evidence to a person account or case

Before you upload a document, make sure you:

save it in a PDF format
correctly named it using the NDIA Document Naming Conventions (DOCX 117KB).

Note: if you need to rename an already uploaded document, use article Update or delete a document from PACE.

To add evidence to:
- the Person Account, select the My Profile tab, then select the Evidence tab
- the case you’re linking the evidence to, select the Evidence tab
  
  Note: some cases may not have an Evidence tab but still require you to add evidence.
- a Technical Advice case, add evidence in the Request tab at the Upload Documents step during case creation.
- a Manage Authorised Representative case, add evidence in the Authority Details tab at Evidence. If an empty pop-up window appears, close it and open the tab. Select Previous and then Next. This will refresh the evidence. Or you can refresh the browser. If you select this option, you’ll need to re-enter all the information in Authority Details again.
Select Add Evidence.
Select the Evidence Type from the drop-down list.

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Select the Document Type from the drop-down list.
Select Next.
At the Enter Document Details screen, enter a Document Identifier. This can be the name of the evidence document being uploaded. For example support coordinator report or functional capacity assessment.
Optional — Select a name at Evidence is also related to. You only need to do this when evidence is also relevant to a related contact. You can view these on the Relationships tab of the Person Account.
Enter an Evidence Description in the free text field. This should be a full description of the piece of evidence.
Select Date (calendar) for Date Received. This will display today’s date.
Select Date (calendar) for Expiry Date, if required.
Some evidence types need additional information that is handled in a certain way. If your evidence type is:
- Disability, go to section Disability-related evidence in this article.
- Identity, go to article Upload evidence of identity documents.
- Legal Order, go to section Legal Order related evidence in this article.
Scheme Eligibility Branch only: Use the drop-down list if you need to refer this document to an AIM specialist?. Refer a document to Access Integrity Management (AIM) if you believe it might have integrity concerns or can’t be verified.
- If you select Yes, you’ll need to complete an AIM referral. Go to section Complete an Access Integrity Management (AIM) referral in this article.
- Select Add Documents. The Documents Details pop-up window will appear.
Select Add Documents. The Document Details pop-up window will appear.
Select the relevant Document Category from the drop-down options.
Select the relevant Document SubCategory from the drop-down options.

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From the drop-down list, select Yes or No for Does the document contain any Personal identifiable information (PII)?

Note: make sure you upload documents to the correct person account.
Enter any further information in the Description free text field.
Select Next.
Select Upload Files.
Find and Open the file to upload. All documents in the table should be Ready for upload.
Select Save. All files should now show as Uploaded successfully.

Note: if a document fails to upload, select Retry.
Select Close. The Documents tab will now show the document uploaded to the person account or case.

If you need to delete a document, go to article Update or delete a document from PACE.

Scheme Eligibility Branch staff go to step 1. All other staff go to step 3.

Scheme Eligibility Branch only: Use the drop-down list if you need to refer this document to an AIM specialist? Refer a document to Access Integrity Management (AIM) if you believe it might have integrity concerns or can’t be verified.
If you select Yes, you’ll need to complete an AIM referral. Go to section Complete an Access Integrity Management (AIM) referral in this article. Then go to step 3.
At Health Professional Details, enter First Name and Last Name.
Enter the AHPRA Number for the treating health professional. The AHPRA Registration number format is 3 letters followed by 10 numbers. For example, MED0000000001.

Note: record ‘not applicable’ if the health professional doesn’t have an APHRA number.
Select the Attachments you wish to link to the evidence by selecting the document.

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Note: if the document isn’t in the attachments table, you’ll need to add it before you can continue. Select Add Documents and go to article Add documents to a case.

From the Link Document screen, select Link.
After you’ve linked the document, select Refresh.
Close the Link Document screen.
The attachment will show a ticked checkbox in the Linked to Evidence column.
Select Submit.
If you need to complete an AIM referral, go to section Complete an Access Integrity Management (AIM) referral in this article. Otherwise, go to section Link evidence to a case in this article.

If you receive a new or updated statutory legal order where a state or territory organisation is appointed as statutory guardian, don’t process the order. Make sure the order is sent to the National Contact Centre (NCC). Use one of the options in article Understand and manage a received legal order. You can accept and record a private legal order. You can use the same article to confirm whether the order is statutory or private.

To add evidence of a private legal order:

Select Date (calendar) for Effective From Date.
Select Nature of Order from the drop-down list.
Select the State or Territory the Legal order was made from the drop-down list.
Enter the Document Name in the free-text field.
Add any Document Notes.
Select Date (calendar) for Start Date.
Select Date (calendar) for End Date.
Select the Attachments you wish to link to the evidence by selecting the document.

Note: if the document isn’t in the attachments table, you’ll need to add it before you can continue. Select Add Documents and go to article Add documents to a case.

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From the Link Document screen, select Link.
After you’ve linked the document, select Refresh.
The attachment will show a ticked checkbox in the Linked to Evidence column.

Note: for a Manage Authorised Representative case, if you selected Link for a document but the system shows the document needs to be attached and an error message appears, select Previous and then Next again. This will refresh the evidence. Or you can refresh the browser. If you select this option, you’ll need to re-enter all the information in Authority Details again.
Select Submit.
Go to section Link evidence to a case in this article.

Note: if you need to add a new relationship to the Person Account based on the legal order, go to article Add or update a relationship.

If you need to delete a document, go to article Update or delete a document from PACE.

Complete an Access Integrity Management (AIM) referral

This process is for Scheme Eligibility Branch staff only. Don’t refer evidence to AIM that isn’t related to an access request or decision.

Select the Referral Reason from the drop-down list.
Add any Other Details in the free-text field about why you’re requesting the referral.
Select Next.
From AIM Referral Account Completed, you can now close the pop-up screen.
Go to section Link evidence to a case in this article.

Link evidence to a case

Linked evidence can be used across a range of cases. For example, to support an access request or to support your justification when adding support categories to a draft budget.

From the case where you’re linking the evidence, select the Evidence tab.

Note: some cases may not have an Evidence tab but still need you to add evidence.

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For a Technical Advice case, add evidence at the Upload Documents step on the Request tab during case creation.
For a Manage Authorised Representative case, add evidence at the Evidence step on the Authority Details tab.

From the Manage Evidence screen, find the evidence you want to link to the case.
Select View to review the information in the evidence. Edit any fields if needed, and select Submit.
Select the toggle button next to Link to case.
It will update to display a tick and appear as Linked.

Review evidence on a person account

Note: you must have the necessary permissions granted in PACE to view identity evidence.

Before you add new evidence, it’s important to review the existing evidence on the person account.

From the Person Account, select the My Profile tab.
Select the Evidence tab.
View previously added evidence in the Identity Evidence and Non-Identity Evidence sections.
If the evidence has already been added, go to section Link evidence to a case in this article.

Note: if you view evidence or identity documents uploaded in PACE, you’ll be required to download a copy to your computer. You must immediately delete all downloaded or saved copies of the document to protect participant privacy.

Article labels

PACE user role names

No change.

Topics

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No change.

Case names

No change.

Ownership

No change.

Version control

Version	Amended by	Brief Description of Change	Status	Date
4.0	JS0082	Class 1 approval	APPROVED	2024-03-12
5.0	CS0074	Class 2 Approval Guardian Data Model Launch	APPROVED	2024-12-02
6.0	SBL226	Class 1 approval. Linked article title changed from ‘Add or cancel a relationship’ to ‘Add or update a relationship.’	APPROVED	2025-02-26
7.0	BJW159	Class 1 approval Guidance updated to inform that we can’t add password-protected documents to a case.	APPROVED	2025-07-22

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Upload requested evidence for a new applicant

Guidance in this document is not approved for use unless you view it in PACE.

This article provides guidance for a local area coordinator, early childhood partner and access delegate to understand:

when to upload requested evidence to an access request case
how to upload requested evidence to an access request case
how to create an enquiry case if status is Requested further info.

Recent updates

10 March 2025

New step to create an enquiry case if you add evidence to an open access request case with the status of Requested further info.

Before you start

You have:

read Our Guideline – Applying to the NDIS (external) section How do you apply to the NDIS?
received evidence to add to an NDIS application.

When to upload requested evidence

During an NDIS application, we can ask for additional evidence from an applicant. This can happen at multiple stages across the access request.

You can upload additional evidence provided to the access request case while it’s open. Additional evidence can’t be added after the access decision is made.

You must link at least one identity document and one document with evidence of disability to the person’s access request case.

Upload requested evidence

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To upload identity evidence to an access request case:

Go to article Upload evidence of identity documents.

For information on types of identity evidence, go article Understand how to verify identity documents.

To upload additional supporting evidence to an access request case:

Go to article Add and link evidence to a case.

Create an enquiry case if status is Requested further info

If there is an open access request case with the Status of Requested further info, you’ll need to create an enquiry case to notify the Scheme Eligibility Branch after you add the evidence to the case. Otherwise, the evidence may not be processed, and the access request case may be withdrawn.

Create an enquiry case using article Create an enquiry case.
At Type, select Access.
At Category, select Progress.
At Sub Category, select Evidence Provided.
Complete the Risk Matrix.
In the Notes and Next Steps screen, at Enquiry Notes, enter:

Evidence added to the access request case to support NDIS application.
At Enquiry Outcome, select Re-assign this enquiry to another user.
At Case Re-assignment Reason, select Referral to other business area.
At Select User or Queue, select Queue.
At Case Owner, enter National Eligibility Enquiry Queue.
Select Next.
Select Submit.

Next steps

To help with a person’s NDIS application in PACE, go to articles Create an access request case and Complete form in the access request case.

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Article labels

PACE user role names

No change.

Topics

No change.

Case names

No change.

Ownership

No change.

Version control

Version	Amended by	Brief Description of Change	Status	Date
6.0	EMN960	EL2 approval	APPROVED	2023-12-12
7.0	IIW664	Class 1 approval Linked article title changed from ‘How to complete the access request case form’ to ‘Complete form in the access request case’. Guidance updated to improve accessibility and consistency with related articles.	APPROVED	2024-09-19
8.0	IIW664	Class 2 approval New step to add an enquiry case when evidence is added to an open access request case with the status of Requested further info	APPROVED	2025-02-27
9.0	VFK746	Class 1 approval	APPROVED	2025-03-03

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		Update queue from ‘Access Request Routing Queue’ to ‘National Eligibility Enquiry Queue’

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Create and complete a community connections case

Guidance in this document is not approved for use unless you view it in PACE.

This article provides guidance for a local area coordinator, early childhood partner or planner delegate to:

create a community connections case
understand the steps required to complete a community connections case.

Recent updates

5 May 2025

Guidance updated to include a link to article, Log an activity or internal note.

Before you start

You have:

read Our Guideline – Community connections (external)
if the person is younger than 9, read Our Guideline – Early connections (external) and Our Guideline – Early childhood approach (external)
read article Make connections and record information gathered in a community connections case and identified a need to create a community connections case
consent from the person for their information to be recorded.

Create a community connections case

It’s important to note that:

you must use the Case Action Bar to create a new Community Connections case, not the ‘New’ case workflow
you can’t have 2 Community Connections cases open for a person at the same time

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after you create the case, a partner connection NDIS plan number will automatically be created
a community connections plan isn’t generated until all required steps are completed and you select Generate Community Connections Plan. Noting a person may choose not to have a community connections plan generated
if a person applies for the NDIS and is eligible, the information in the community connections case will be populated in their NDIS plan.

From the Person Account, on the far right-hand side, select Case Action Bar.
Select Create Community Connections Case.

What steps are required?

The tabs displayed in a Community Connections case will guide you through the recommended order to complete the steps.

Complete the following tabs:
- MyNDIS Contact
- DC/DD (Developmental Concern/Developmental Delay for children younger than 6)
- Ecomap - optional for people 9 years or older
- Profile – About Me
- Profile – Goals
- Profile – ICM Supports - mandatory
- Next Steps - mandatory
- Generate Plan - optional.

If you need to generate a community connections plan, the ICM Supports and Next Steps are mandatory and must be completed to generate the plan.

For the remaining tabs, you’ll need to decide what steps you complete. You’ll need to look at the person’s situation to do this.

Next steps

Assign a MyNDIS Contact following article Update the my NDIS contact.

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If the child is younger than 6, update DC/DD following article Complete the DC/DD (developmental concern/developmental delay) tab.
Update Ecomap following article Complete an ecomap.
Update About Me following article Complete about me for community connections or early supports.
If the person is 9 years or older, update Goals following article Record goals for community connections (9 years and older).
If the child is younger than 9, update Goals following article Record goals for children younger than 9.
Update ICM Supports following article Record ICM Supports (Informal, Community and Mainstream).
Update Next Steps and Generate Plan (optional) following article Complete next steps for community connections.
Close the Community Connections case following article Close a community connections case.
Log an activity explaining the actions you’ve taken following article Log an activity or internal note.

Article labels

PACE user role names

No change.

Topics

No change.

Case names

No change.

Ownership

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Version control

Version	Amended by	Brief Description of Change	Status	Date
2.0	EMN960	Class 1 approved. Updated as part of continuous improvement. Name of article changed from ‘Complete a community connections plan’ to ‘Create and complete a community connections case.’	APPROVED	2023-07-17
3.0	EMN960	Class 1 approved. Knowledge article titles updated to align with approved on-screen guidance.	APPROVED	2023-09-25
4.0	JC0088	Class 2 approved. Update to highlight that a community connections case is optional if the person doesn’t want to receive community connections. Included a note to detail the benefits of a community connections case.	APPROVED	2024-05-21
5.0	SBL226	EL1 Review and approval Guidance updated to include a link to article, Log an activity or internal note.	APPROVED	2025-04-29

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Create and complete an early supports plan

Guidance in this document is not approved for use unless you view it in PACE.

This article provides guidance for an early childhood partner to:

create an early supports case
open the early supports plan
complete and generate the early supports plan
close the early supports case.

Recent updates

9 December 2024

Updated to help you understand how and when to manually send system generated letters to statutory guardians if the participant has a statutory guardian.

Before you start

You have:

read Our Guidelines – Early connections
opened and completed a community connections case following article Create and complete a community connections case.

Create an early supports case

An early supports case is required when a child is eligible to receive early supports. Review ‘Who can access our early childhood approach’ in Our Guidelines – Early childhood approach for more information.

If a child is eligible for early supports, an early supports case is automatically created after a community connections case has been closed using early supports as a closure reason.

An early supports case is required to generate an early supports plan.

Close the community connections case using article Close a community connections case.

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Open the early supports plan

From the Early Supports case, scroll down to the Plan Information section.
In Related Plan, select the hyperlink ESP-number. This will open the Early Supports plan.

Complete and generate the early supports plan

The order of the tabs displayed in an early supports plan has been created to guide you through the recommended order you complete the steps.

Complete the following tabs:
- Initial Developmental Score (This is automatically populated by the information entered in the DC/DD tab of the community connections case)
- PEDI-CAT
- Profile – About Me
- Profile – Goals
- Profile – ICM Supports
- Activities
- Next Steps For Plan
- Generate Plan.

Complete a PEDI-CAT assessment

If a PEDI-CAT assessment has already been completed within the last 3 months, you can enter these results if you think they are an accurate assessment of the child’s current level of function. You must complete a new PEDI-CAT assessment if the results are older than 3 months or if you believe they may be incorrect.

Complete a PEDI-CAT assessment following article Record assessment – PEDI-CAT.
Select the PEDI-CAT tab.
Select the checkbox next to Initial PEDI-CAT assessment prior to generating the plan.
Select Save.

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Record about me information

This is automatically populated by the information entered in the community connections case.

Review About Me and update if required, following article Complete About Me for community connections or early supports.

Record goals

This is automatically populated by the information entered in the community connections case.

Review Goals and add new goals if required, following article Record goals for children younger than 9.

Note: goals can’t be edited once they are created. You must check you have recorded each goal accurately before selecting Save.
If you need to update or close a goal, go to article Measure or close goals for children younger than 9. If you need to add a new goal, use article Record goals for children younger than 9.

Record ICM (Informal, Community and Mainstream) supports

This is automatically populated by the information entered in the community connections case.

Review ICM Supports and update if required, following article Record ICM Supports Informal Community and Mainstream.

Record plan activities

Update Activities following article Record or update activities for early supports.

Record next steps

Select the Next Steps For Plan tab.
Select the downwards arrow and select Update.
In Next Steps, record a summary of the personalised steps that you have developed with the family or carer. This information will be populated into the plan. This can include:
- what goals the family or carer would like the child to work towards

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a description of how they will work towards achieving the child’s goals
supports the family or carer can connect with to help the child with their goals.

Select Save.

Generate the plan

Select the Generate Plan tab.
Select Generate Early Supports Plan.
In Recipient Details, check all required recipients are listed.
Select Next.
In Do you want to preview the document before sending it?, select Yes.
Preview the plan and make sure all fields and information is correct.
Select Submit Correspondence.
Select Send.

You can continue to edit and regenerate the plan as needed.

The plan will automatically be sent to the person. 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 Early Supports Plan letter to the statutory guardian. To do this, go to article Send a letter to a statutory guardian or trustee.

If you need to change the authorised person receiving the plan, you must update this before you select send.

If adding or updating a child representative, read article Check consent, nominee, child representative or self-representation authorities.

Close the early supports case

In the Partner Connection Plan Action Bar on the far right-hand side, select Close Create Case.
In Please provide closure reason, select Early Supports Plan generated.
Select Proceed.

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Next steps

During the plan, update the progress using articles:
- Record or update activities for early supports
- Record progress notes for early supports
- Record goals for children younger than 9
- Measure or close goals for children younger than 9.
If there are changes to the plan such as new goals or strategies, make the relevant updates and generate a new plan.

Article labels

PACE user role names

No change.

Topics

No change.

Case names

No change.

Ownership

No change.

Version control

Version	Amended by	Brief Description of Change	Status	Date
4.0	EMN960	EL2 review and class 1 approval to QA and publish	APPROVED	2024-02-15
4.1	DHN921	Class 1 update to tell staff if the participant has a statutory guardian, they need to manually	DRAFT	2024-11-11

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		send automatically generated letters to statutory guardians.
4.1	ED0024	Director review	DRAFT	2024-11-20
5.0	ED0024	Class 1 Approval	APPROVED	2024-11-20

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Complete personal and environmental circumstances case

Guidance in this document is not approved for use unless you view it in PACE.

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

why we complete the personal and environmental circumstances (PEC) case
the PEC steps and questions
how to prepare for the conversation to complete the PEC case
how to complete the PEC
what to do when an applicant doesn’t want to complete the PEC case
next steps.

Recent updates

3 April 2025

Link to Guide – Behaviour support has been removed, as it’s now replaced with guidance in Our Guideline – Behaviour support.

Before you start

You have:

read and understood Our Guideline – Creating Your Plan (external)
read and understood Our Guideline – Behaviour support (external)
read and understood Our Guideline – Disability-related health supports (external).
checked if:
- there is an application exception
- the applicant has a priority situation
- there are any identified risks
- they have already applied within the last 6 months
- the applicant doesn’t want to complete the PEC

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read the Guide - Conversation style guide
read article Check a person’s preferred contact method.

Note: PEC case questions will be different for:

child applicants younger than 7. To learn more, read early childhood articles:
EC PEC - Capacity Building - Early childhood supports overview
EC PEC - Capacity Building - How to complete early childhood supports questions
applicants 7 to 14 years
applicants over 15.

Understand the personal and environmental circumstances case

Why do we complete the PEC case?

We complete the Personal and Environmental Circumstances case when a person is applying to the NDIS. Completing the questions in the PEC case helps us to understand:

the person’s support needs
how the person manages daily life.

We will use the information from the PEC case to understand the types of supports that could help an applicant. This can include:

family, friends, and unpaid carers
community
mainstream
funded supports (if they become a participant of the NDIS).

Understand Personal and Environmental Circumstances steps and questions

In the PEC case, you must first review the applicant’s:

identity details, including their primary reported disability, if relevant
authorised representative details, if relevant.

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Continue the conversation and select or enter responses for all required questions in the case Steps marked with an asterisk.

The PEC case Steps and questions will vary depending on the person’s situation. The case Steps are shown on the right of the PEC case screen. To learn more, go to articles:

Record Housing information
Record information - daily support
Record carers information
Record information for Capacity Building
Record support coordination information
Record employment and training information
Record equipment and consumables information
Record assistive technology information.

Note: You can’t go forward in the Steps sequence until you complete all required questions and select Next. You can view or update previous Steps by selecting Previous. Once you complete the PEC case you can’t edit your responses.

Prepare for the conversation to complete the PEC case

You need to:

use the Conversation Style Guide and your interpersonal skills to have a free flowing, person-centred conversation with the applicant
select the appropriate answers. Don’t read the questions out loud to the person. Listen carefully to their answers so you can choose the most appropriate answers in PACE, based on the information they provide
avoid selecting blank or unanswered answers in PACE when entering responses. This may result in a Typical Support Package (TSP) being created that doesn’t reflect the participant’s real circumstances. Instead, ask the person open-ended questions to help them provide more detailed responses.

Note: The PEC case questions are dynamic and may change in PACE. This will depend on the person’s situation, age and some of the response options you select.

How to complete the PEC case for children living in statutory out of home care

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During your conversation, record responses to the questions on the basis that the child has a capable parent who provides the same level of informal supports that would be expected from a parent of a child of that age. For example, the state or territory.

When asking these questions, remember to consider the role of the state/territory as the parent and holding parental responsibility, rather than the foster carers. Your responses need to consider the state/territory’s statutory responsibility as well as considering valuable matters raised by the individual foster parent responses.

For example, when asking if they can continue to care for the child in the way they currently do you should always respond - Yes. Do not answer No to this question. If the foster carer cannot continue to care for the child, the state/territory remains responsible for the child’s care and providing a suitable care arrangement at all times.

The planning conversation allows you the opportunity to gather detailed and concise information. This is also a great opportunity for the child to tell their story and voice their goals and aspirations where possible. The following points can support you to have a high-quality conversation:

Ask the child the relevant questions where appropriate and where they can understand and respond. When you can’t direct questions to the child, you should ask the person with parental responsibility
Include the child representative in all conversations and decisions
Don’t give a service provider or support coordinator any decision-making power in relation to the child’s plan at any time
Never presume to know what the family is going through or why the child is in statutory out of home care
It is possible that the child has experienced trauma, and this should be considered in the context of their vulnerability when discussing some subjects that may be difficult for them
Refer to NDIS Intranet page guidance by searching Disability Snapshots and Disability Navigator for further and specific guidance relating the child’s disability.

How to complete the PEC case

You should help the applicant feel comfortable during the discussion. When speaking face-to-face or over the phone you must:

prepare for the conversation

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build rapport and listen actively
tailor the wording from the assessment questions
understand the question you are asking
understand the person-centred approach
ask effective questions
manage expectations with the person so they understand this doesn’t necessarily mean they will get a funded NDIS plan.

You should note the following when completing the PEC questions.

Consumable supports

consumable support has different levels for adults and children
continence products include catheter consumables such as tubing and bags
for children younger than 18 the available answers to choose from include:
level 1 (high user only, or moderate use and higher cost). For example, the child uses 6 or more continence products per day and higher cost tube feeding
level 2 (moderate use, moderate cost). For example, the child uses 4-6 continence products and low-cost tube feeding, or high-cost tube feeding and less than 4 continence products
level 3 (low to moderate use, low to moderate cost). For example, the child uses less than 4 continence products and low-cost tube feeding
level 4 (low use, low cost). For example, the participant uses continence products only (less than 4), or low-cost tube feeding only.

Note: In rare situations we may include funding for continence supports for an eligible child participant younger than 5 with disability related medical conditions. To learn more, refer to Our Guidelines – Continence Supports (external).

Capacity building supports (for applicants over 7)

Use the following examples as a guide to understand the different levels of capacity building support. Select the most appropriate option when answer the PEC questions about capacity building.

Note: As a guide to understanding an applicant’s goals, consider:

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for simple goals:
- these are likely to be short-term
- the applicant and the people who support them can easily identify steps to work towards it
for complex goals:
- these are likely to be medium to long-term
- we would need to work with the applicant participant, and the people who support them, to identify how to work towards the goal
- we may need to request progress reports to understand how supports were helping the person to work towards their goal.

None (Capacity Building Level 5) may include:

The participant only has simple goals in their plan and can work towards these with support from informal, community or mainstream supports.
Selecting this option means that the participant can work towards their goals without any funded Capacity Building support.

Low (Capacity Building Level 4) may include:

The participant may have one simple goal in their plan that requires some support to work towards.
Selecting this option means they may be able to work towards this goal with support from one provider, such as an allied health professional or support worker.

Moderate (Capacity Building Level 3) may include:

The participant has up to 3 simple goals in the plan that require some support to work towards
They might need support from a few different support providers or allied health professionals to work towards their goal
For example, a participant may want to work towards being able to use transport independently. To do this they might need some help from an Occupational

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Therapist to understand how to get to the bus stop and buy a ticket and help from a Speech Therapist to be able to communicate with the bus driver

Selecting this option usually means the participant can work towards their goal during the current plan period.

High (Capacity Building Level 2) may include:

The participant has up to 4 simple goals and one complex goal in their plan
They might need help from a few different allied health professionals and a support worker to work towards their goal
For example, a participant might need to have a support worker travel with them on the bus to build their independence, as well as work with the Occupational Therapist and Speech Therapist to support their communication and planning skills
Selecting this option usually means that the participant’s goals are long-term and something they will work towards over more than one plan period.

Very High (Capacity Building Level 1) may include:

The participant has more than one complex goal in their plan and requires some behaviour support to be able to work towards their goals
You would’ve already referred to Our Guideline – Behaviour support (external) if you have decided that behaviour supports are reasonable and necessary to support the participant to work towards their goals.

I don’t know/Unsure (Capacity Building Level 5) may include:

Using this response may mean the participant does not receive the appropriate level of support to help them work towards their goals.

Note: Avoid using this response wherever possible.

What if the applicant does not want to complete the PEC?

The applicant may not want to complete the PEC. It’s important to complete the PEC so we can generate the right budget and support for participants. It’s important you let the person know their application could be delayed if we don’t complete the PEC.

Next Steps

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Read article Create a new Personal and Environmental Circumstances case.

Once we have completed the PEC case, we need to:

complete functional capacity assessment. Read article Understand functional capacity assessments
complete Streaming. Read article Complete a streaming case (Streaming and Restreaming)
complete then submit the access request case. Read article How to apply for the NDIS in PACE.

Article labels

PACE user role names

No change.

Topics

No change.

Case names

No change.

Ownership

No change.

Version control

Version	Amended by	Brief Description of Change	Status	Date
6.1	MSM312	Class 1 update: Link to Guide — Behaviour support has been removed and link to OG — Behaviour support added.	DRAFT	2025-03-28
7.0	GCP654	Class 1 approval	APPROVED	2025-03-31

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The contents of this document are OFFICIAL.

Complete the Short Form Outcomes Framework (SFOF)

Guidance in this document is not approved for use unless you view it in PACE.

This article provides guidance for a planner delegate, review officer, participant support officer, local area coordinator, or early childhood partner to:

understand the SFOF
create a new SFOF
complete Events
complete the Participant Survey
complete the Family Survey
add or link Documents
review Case Activity.

Recent updates

15 April 2024

Included guidance to create an enquiry case if the participant answers yes that compensation is being sought or has been sought.

Before you start

You have read and understood the article Guide - Conversation style guide.

Understand the SFOF

As an Agency, we are committed to listening to participants, their families and carers. One way we do this is through the Short Form Outcomes Framework (SFOF) questionnaire. This allows you to discuss different areas of the participant’s life including daily living, social and community participation and relationships.

We ask participants to complete a SFOF:

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when they are new to the Scheme
as part of their transition from SAP CRM to PACE
at agreed regular times, usually every 12 months.

For participants new to the Scheme, the SFOF case is mandatory and must be completed. If it’s not completed, this may delay an access decision being made.

The SFOF helps us better understand what’s working well and not so well for the participant and the Scheme. It’s made up of multiple-choice questions and statements.

Allow enough time for the participant or their family member to answer. Offer to repeat or explain the questions if needed. Make sure you understand and record answers that best reflect the responses from the participant or their family member.

Create a new SFOF

You should only create the SFOF case when the participant and their family member are able to answer the questions and complete the survey.

To create a SFOF case:

From the Person Account, select Cases.
Select New.
Select SFOF.
Select Next.
Select the default setting of New at Status.
Select the Type from the dropdown options. Note: You can create and complete a SFOF case during a check-in case.
Select Save.

If the participant is unable to complete the SFOF, leave the case open and arrange a more suitable time to complete this with the participant and their family member.

Don’t close the case until both the Participant Survey and the Family Survey have been completed. If the SFOF case is cancelled, it will prevent you from being able to re-open another SFOF case with the First SFOF – New to Scheme type.

To re-open an existing SFOF case:

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From the Person Account, select Cases.
Select the SFOF case from the Case Record Type.

Complete Events

From Events:

Select New Task.
Select a New Task from the dropdown options. Note: Complete all mandatory fields marked with an asterisk with each New Task created.

Complete the Participant Survey

From Participant Survey:

Review the prefilled Initiation details.
Select Proceed.
Complete all Participant Information details. Select Next.
Complete all Choice and Control details. Select Next.
Complete all Daily living activities. Select Next.
Complete all Relationships details. Select Next.
Complete all Home details. Select Next.
Complete all Health and wellbeing details. Select Next.
Complete all Lifelong learning details. Select Next.
Complete all Work details. Select Next.
Complete all Social, community and civic participation details. Select Next.

At the Conclusion screen:

Select the relevant option at Are you a participant in the NDIS or are you taking this questionnaire on someone else’s behalf?

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At Any Comments?, provide any further information you discussed with the participant (or their authorised representative).
Select Next.
At the Submit screen, confirm you are ready to submit now.
Select Submit. You must complete a participant survey before you start a family survey.

Note: if the participant answers Yes to Are you seeking or have you previously sought compensation related to your injury/disability?, check Alerts in the Person Account.

If there is no Compensation Alert on the participant’s record, raise an Enquiry case. In Type select Other, in Category select General and in Sub-category select Policy/Process Information. Include a description and attach any related documentation. Re-assign to the Compensation Referral Routing Queue. For more information go to article Create an enquiry case.

Complete the Family Survey

From Family Survey:

Review the prefilled Initiation details.
Select Yes or No at Is the family member or carer available to complete the family survey? Select Proceed.
Complete all Family member or carer information details. Select Next.
Complete all Families know their rights and advocate effectively for their family member details. Select Next.
Complete all Families have the support they need to care details. Select Next.
Complete all Families are able to gain access to desired services, programs, and activities in their community details. Select Next.
Complete all Families help their young person become independent details for participants aged under 25. For participants aged 25 and over complete Families have succession plans. Select Next.
Complete all Families enjoy health and wellbeing details. Select Next.

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At the Conclusion screen:

In Any Comments?, provide any further information you discussed with the participant (or their authorised representative).
Select Next.
At the Submit screen, confirm you are ready to submit now.
Select Submit.

Add or link Documents

To Add Documents:

Review documents linked to this case.
Select Add Document tab.

At the Document Details screen:

Select Document Category from the dropdown options.
Select Document Subcategory from the dropdown options.
Select Yes or No at Does the document contain any Personal identifiable information (PII)?
Select Next.
Select Upload Files to upload documents.
Select Save once you have uploaded all files.
Select Close.

To Link Documents:

Use Search function to find documents.
Select Finish once all documents are linked to the case.

Review Case Activity

From Case Activity:

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Review or create New Tasks to Open Activities.
Review Activity History.
Review Emails.
Review Related Cases.
Review Case History.
Select Closed Status at the top right hand side of the screen once you’ve completed all details in the SFOF case.
From the Status dropdown select Completed. Select Save.

Article labels — internal use only

PACE user role names

Remove: User role names

Topics

No change

Case names

No change

Ownership

No change

Version control

Version	Amended by	Brief Description of Change	Status	Date
3.0	ED0024	Class 1 approval Article updated to included guidance from WI - Cancelling a	APPROVED	2023-12-13

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		Short Form Outcomes Framework (SFOF) case
3.1	SO0012	Update guidance to include instruction to add an enquiry case if a participant answers yes compensation is being sought or compensation has been previously sought and there is no compensation alert on the participant record. Raise an enquiry case and assign to the Compensation Referral Routing Queue. Monitor similar updates to Apply and Engaging article How to complete an access request case form.	DRAFT	2024-02-29
3.2	AFL746	Peer review	DRAFT	2024-03-06
3.3	SO0012	Action peer review	DRAFT	2024-03-11
3.4	AJG505	AD review	DRAFT	2024-03-20
3.5	SO0012	Action AD review Action feedback from Service Delivery on Step 6 and 7 of Review case activity section. Confirmed with SD that additional content will address the issue. Action feedback from 3P Transition	DRAFT	2024-03-21
3.6	AJG505	AD review	DRAFT	2024-04-08
3.7	ED0024	Director approval	DRAFT	2024-04-08
3.8	SO0012	Actioned Director feedback	DRAFT	2024-04-09
4.0	ED0024	Class 1 approval	APPROVED	2024-04-09

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		Included guidance to create an enquiry case if the participant answers yes that compensation is being sought or has been sought.

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Create an access request case

Knowledge Article

For Internal Use Only

Create an access request case

Recent updates

Before you start

Knowledge Article

For Internal Use Only

Understand when to create an access request case

Create new access request case

Knowledge Article

Add eligibility-related documents to the case

Cancel or withdraw an access request case

Cancel an Access Request case

Withdraw an Access Request case

Knowledge Article

Next steps

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PACE user role names

Topics

Case names

Ownership

Version control

Knowledge Article

Knowledge Article

Knowledge Article

Complete checklist in the access request case

Recent updates

Before you start

Knowledge Article

Check access request is complete

Check consent to apply

Check identity documents

Knowledge Article

Check age and residence

Check evidence of disability

Complete the checklist

Knowledge Article

Next steps

Article labels — internal use only

PACE user role names

Topics

Case names

Ownership

Version control

Knowledge Article

Knowledge Article

Understand how to verify identity documents

Recent updates

Before you start

Understand identity confirmation

Knowledge Article

Check if an identity document has already been verified

Knowledge Article

Check the correct identity documents have been provided

Check identity documents for integrity issues

Knowledge Article

Check the identity documents belong to the person

Verify identity documents

Knowledge Article

Article labels

PACE user role names

Topics

Case names

Ownership

Version control

Knowledge Article

Knowledge Article

Upload evidence of identity documents

Recent updates

Before you start

Receiving identity documents

Knowledge Article

Local area coordinators and early childhood partners support the person to submit a digital copy of their identity documents

Knowledge Article

Agency staff create a digital copy of the documents

Knowledge Article

Upload evidence of identity documents

Where to upload identity documents

Upload digital copy to the Person Account