NDIS has upgraded their provider portal and computer system (called PACE). It is designed to improve the way participants, their providers, and the NDIA work together. The new system has been tested in Tasmania and began to roll out nationally from 30 October 2023.
NDIA has shared some data that estimates how many plans they expect to approve in their new computer system over the next few months:
|Total estimated plan approvals per month
|Estimated number of plans approved in our new computer system
|NDIS plans in our new computer system – as a percentage of all plans approved each month
|Cumulative percentage of NDIS participants with a plan in our new computer system
Roll out of the system will take up to 18 months. Your NDIS Plan will be moved over to the new system at the time of your next plan reassessment. That means there’s no action you need to take now.
The NDIS will provide support throughout the process and the Spinal Life’s supportive team is also here to answer any questions. Keep an eye on this page which will be updated as new information becomes available.
About four months before your plan reaches its reassessment date, your NDIS contact, or NDIA planner will be in touch to talk with you about your current plan.
They will work with you to do a plan reassessment.
They will ask you about:
- How your plan is going
- Your budgets and how you’ve used your funding
- Any reports you have from providers
- Any new or different information about your situation.
New plans may be for up to three years except for children under 9.
Top tip: It’s a good idea to confirm with your planner if you would like to manage your plan in the same way (plan manage, self manage or have the NDIA manage) and provide the name of your plan manager at this initial meeting when your preference is to plan manage.
Situation 1: If your new plan will be like your current plan.
If you’re generally happy with your current plan, the NDIS will use your current plan and budget as a starting point for your next plan. You won’t need to provide as many details and reports as you may have previously if your plan doesn’t need to change.
Your new plan will be like your current plan if:
- Your support needs haven’t changed much
- Only small changes or no changes are needed
- Your plan continues to meet your needs
- Your supports still meet the NDIS funding criteria.
Even if you need small changes, the NDIS can develop your new plan based on your current plan. When your plan is developed this way, you won’t need a plan meeting.
Situation 2: If your new plan needs to be different to your current plan.
If you need more, less, or different supports, your NDIS contact will work with you to reassess your existing plan and develop a new plan.
They will explain the information and evidence you will need, how to gather the information and other details about the reassessment process. Once your plan is developed, you will be invited to a plan meeting.
Need more information? Read our FAQs
What is PACE:
PACE is the NDIA’s new computer system. It will eventually replace the Agency’s existing Customer Relationship Management (CRM) system. This new system is designed to improve connections between participants and the NDIS. These improved connections will allow NDIA staff and partners to have more time supporting people with disability to access supports.
Why is the NDIA making these changes?
PACE is the NDIA’s new computer system. It will eventually replace the Agency’s existing Customer Relationship Management (CRM) system.
The NDIS says the new system is designed to:
- Improve the participant and provider experience
- Provide clearer and more consistent information about how decisions are made
- Make systems and processes more consistent nationally
- Make it easier to implement recent changes to the NDIS Act.
The system will hold participant information, enquiries, plans and budgets. It also connects to a new my NDIS participant portal.
When does PACE begin?
Participant groups moving to PACE from October 30th
– Any new participants entering the scheme.
– Any existing participant with an active plan, that needs a change of circumstances.
– Any existing participant with an expiring plan between November 2023 and February 2024 that require major changes for their new plan (the rest will rollover their new plan in the existing system).
Participant groups moving to PACE from February 2024
– All other participants in the NDIS, progressively. As plans expire, new plans will be made into the PACE system.
My NDIS Plan is coming up for renewal. Will I be moved to PACE?
PACE started rolling out across the country on 30 October 2023. Anyone who is beginning the plan reassessment process after that date is likely to be moved to PACE.
Your NDIS contact (local area coordinator/early childhood partner) or NDIA planner will contact you and explain what happens next. They’ll ask you how your plan is going, how you’ve used your funding and anything that’s changed. You will only need to attend a plan meeting if your new plan will be different to your current plan.
How will Spinal Life know that a participant has been moved over to PACE?
We will know because:
– Error messages will be displayed when they submit a single payment claim request against the current plan period. The error message will indicate the participant has transitioned to the new system and provide advice on how to resolve the issue.
– Existing service bookings will automatically be end dated for the previous plan. Providers will be able to see this in the ‘myplace’ provider portal report function.
– They won’t be able to create a service booking for the participant in the ‘myplace’ provider portal.
What are the new categories?
|PACE Support Type
|Pace Support Category
|Assistance with Daily Life
Home and Living
YPIRAC – Cross Billing
Assistive Technology, Maintenance, Repair and Rental
Specialised Disability Accommodation (SDA)
|Support Coordination and Psychosocial Recovery Coaches
Improved Living Arrangements
Increased Social and Community Participation
Finding and Keeping a Job
Health and Wellbeing
Choice and Control
Improved Daily Living Skills
Are NDIS Plans going to be longer?
Your new plan may be longer, depending on your needs. The NDIS has said that it may offer longer plans of up to three years to people with stable support needs who are unlikely to go through a big transition during that time.
Young children and teenagers moving from school to further education/work are likely to receive shorter plans. You can ask your NDIS contact for a longer plan during the renewal process.
If I have a longer plan, will I get all the money in the first year?
No. For longer plans, you will get the same budget for each year. That means you get an annual amount to manage and spend on supports and services you need to pursue your goals.
You won’t be able to dip into the next year’s funds if your funding runs out so it’s important to manage your budget carefully each year. Your budgets will be indexed annually in June based on any changes in price limits (same as currently).
What is a plan implementation meeting? Do I have to attend?
A plan implementation meeting is a chance to meet with your NDIS contact after you get your new plan – it’s a new thing being introduced to help people get started and make the most of their plans.
Attending a plan implementation meeting is a good idea if you:
- Are new to the NDIS
- Are getting a new NDIS Plan
- Have had changes to your current NDIS Plan
- Have asked for changes to your NDIS Plan that have not been approved.
It’s not compulsory to attend. If you feel confident managing your plan by yourself or with your support coordinator and plan manager, you don’t need to attend a plan implementation meeting.
At plan implementation meetings, you can talk about:
- How to use your plan to make the most of budgets and supports
- How you will manage and pay for your supports
- Getting support to make service agreements
- The check-in process (see below).
Participant check-ins involve your NDIS talking with you to see how your plan is working and how you are going with your goals. It’s a chance to tell them if anything has changed or if something isn’t working.
This doesn’t mean your plan has to change.
- Check-ins will happen every year
- You can take a family member, supporter or someone who helps you
- Your NDIS contact may check in with you if you haven’t spent your funds or are spending a lot of your NDIS Plan budget.
What is a participant endorsed provider?
Participants with Agency managed funding will be able to record participant – endorsed providers – also known as ‘My Providers’ – for their plans.
Plan managed participants must record their plan manager on their plans.
When a participant endorses a provider, this will confirm to the NDIA that the provider can make claims against the participant’s NDIS plan. This means the NDIA won’t have to check before making payments which will mean the endorsed providers will be paid faster.
Participants and plan nominees can change their endorsed providers at any time through their portal or through contacting the NDIA directly.
What’s not changing?
Here’s a list of the things that aren’t changing:
- How the NDIS makes decisions about funding. The “reasonable and necessary” test still applies.
- What the NDIS can fund
- NDIS eligibility criteria
- Your NDIS Plan will still be based on your individual needs.
Where can I find more information?
The NDIS has built a new website which is still being developed. It has loads of information about the changes and new systems and for people transitioning to the NDIS PACE system. The existing website remains live for people who haven’t moved to PACE.
New website https://improvements.ndis.gov.au