OFFICIAL
FOI 24/25-1884
Number of outstanding access requests and access decisions (1 Jan 2025 – 31 Mar 2025) FY 2024-25 Q3
| Measure | Count |
|---|---|
| The number of persons with an access request in progress as at the beginning of the quarter | 39,694 |
| The number of persons with an access request in progress at at the end of the quarter | 21,854 |
| The number of persons with access met in the quarter | 30,774 |
| The number of persons with access not met in the quarter | 8,150 |
| The total number of access requests received during the quarter1 | 24,144 |
1 This metric is measured at the request level, noting that an applicant may make multiple requests. All other metrics in this table are at the person level
Participant Service Guarantee (PSG) 2*
FY 2024-25 Q3
| Timeframe² | Number of access decisions or request | Access decisions or request for further information (%) |
|---|---|---|
| Within 21 days | 3,701 | 9% |
| 22 to 60 days | 4,746 | 12% |
| 61 to 111 days | 22,017 | 56% |
| 112 or more days | 8,804 | 22% |
| Total | 39,268 | 100% |
- PSG 2 - Make an access decision or request further information, had a performance against the 21 day service guarantee of 9% in the March 2025 quarter.
Participant Service Guarantee (PSG) 4**
FY 2024-25 Q3
| Timeframe² | Decisions made or request for further information after further information provided | Decisions made or request for further information after further information provided (%) |
|---|---|---|
| Within 14 days | 345 | 13% |
| 15 to 40 days | 249 | 10% |
| 41 to 104 days | 940 | 36% |
| 105 or more days | 1,055 | 41% |
| Total | 2,589 | 100% |
** PSG 4 - Make an access decision or request further information after further information received, had a performance against the 14 day service guarantee of 13% in the March 2025 quarter.
Further note: A remediation plan is in place to improve both the participant experience and performance against the PSG measures. The focus over the last 12 months has been on first plans, plan change requests and unscheduled reassessments, and as a result, performance has improved and waiting times have decreased. We are aiming to reduce the number of plan change requests (PSG 12) not meeting the prescribed timeframe by July 2025. We are also focusing on improving performance for making access decisions (PSG 2 and 4) and internal reviews of reviewable decisions (PSG 17), so that work meets the expected timeframes.
Timeframe data is sourced from PSG two and four. The metric only contains data from the new PACE system.
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