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24 Feb

Are You Pace Ready: Significant Technology Upgrade in NDIS

You might have heard a lot of talk and information out there at the moment about PACE, the NDIA’s new computer system. At Continuity Care, we’ve already been supporting customers on the PACE system, so we’re PACE-ready!

This article will break down what PACE is and provide a bunch of FAQs that cover the main questions for both NDIS participants and service providers!

What is PACE for?

The NDIA is introducing PACE to upgrade from their older system, just like when you update to a better computer at home.

The goal of the new system is to improve the NDIS experience for participants and providers and deliver the best possible support to them, their families and their carers.

What do I need to do?

At the moment there’s nothing participants need to do.

Existing participants - participants who request a change or require a change to their plan from 30th October will be moved to the new PACE system.

Anyone with an existing plan who has a scheduled plan reassessment and does not need any changes to their plan will not transition to PACE until their next scheduled reassessment or if needing a plan change prior.

New participants to the scheme (with their first NDIS plan) – from 31st of October all new participants will be set up using the PACE system.

The NDIS will communicate with you, and we’ll be here providing support and guidance as well, so don’t worry about a thing.

What PACE is NOT changing

PACE isn’t changing everything, with the following staying exactly the same:

  • Your supports are not changing (although they may have a new name).
  • The Fundamental Structure of NDIS Plans
  • Item Support Numbers
  • The NDIS Act
  • The registration process for providers
  • NDIS Commission obligations including Practice Standards

What is PACE changing?

The key changes coming with PACE include some updates to the support types and categories, and to how the NDIA interacts with participants throughout their plan journey.

Please be aware that these changes only apply when you are moved onto the PACE system.


There are three changes to NDIS support types and support categories

Change 1

For PACE participants the NDIA are introducing a new support type in addition to Core, Capacity and Capital, called Recurring Transport. This will be a self-managed category specifically designed for regular transport payments.

Change 2

They will also be introducing five additional categories:

Core supports now includes two new categories:

  • Home and living.
  • Young people in residential aged care’ (YPIRAC), however, this is an NDIA-managed category.

Capital support includes two new categories:

  • Assistive Technology, maintenance, repair, and replacement.
  • Specialised Disability Accommodation (SDA).

Capacity Building includes one new category:

  • Behaviour supports.

Note: The five new categories will be ‘stated supports’ which are funds that are not flexible and cannot be transferred to other supports.

Change 3

The NDIA will also be updating five of the existing category names, these are all under Capacity Building.

  • Support coordination is now called Support coordination and psychosocial recovery coach
  • Improved relationships are now called Relationships
  • Improved health and wellbeing is now called Health and wellbeing
  • Improved learning is now called Lifelong learning
  • Improved life choices are now called Choice and control.

What are the changes to Plan Management service agreements?

Old process

As you know, we have a service agreement with you that lays out our responsibilities and our commitment to you as your plan manager.

New PACE process

Under the new PACE system, while you will still have an agreement with us, you will also need to ‘endorse’ service providers via the NDIA, this will include plan management and support coordination providers (it just means that you're telling the NDIA directly that you choose us!).

There are only two times this needs to be completed:

  • When a participant signs up to plan management and support coordination (one endorsement for each).
  • When a participant starts a new plan, they will need to confirm that they want to continue using our services and endorse us again.

We'll provide more information on this later!

New NDIA changes with PACE

  1. New annual ‘Participant Check-ins', where the NDIA will contact you to see how your plan is going and make sure you’re happy with it.
  2. You will only need to attend a plan meeting if your new plan is different to your current plan.
  3. There are new optional plan implementation meetings – these are designed to help you get your plan started and make sure it’s working in the right way. These meetings are optional – you can choose whether to participate or not.

More visibility for providers

PACE will make it easier for providers to access a participant’s plan if they have the appropriate consent. Registered providers will be able to view a participant’s goals and nominee details. Plan managers will be able to view the parts of a plan they’re managing.

Looking to switch to Plan Partners?

PACE will make it even easier to make the switch to Continuity Care, from October 31 you won’t need to advise your existing plan manager of your decision to switch. Simply contact the NDIA directly to advise you want to change plan managers, and endorse Continuity Care, and you’ll be switched over immediately!

Now, time for some PACE FAQs!

How will I know I’m on the PACE system?

You can find out if you’re on PACE during your next plan reassessment and new participants will be notified that they’re on PACE during their planning meeting.

Does Continuity Care currently support anyone on PACE?

Yes, we currently have customers that we are supporting on PACE!

We’re PACE-ready and experienced in the new system!

Are there changes to how my funding is provided to me?

As part of PACE the NDIA will release funds in intervals, this could mean (for example) NDIS participants with a four-year plan have their funds released every 12 months, this will change depending on the length of your plan.

What about PACE and the rollover of funds?

Once an NDIS participant has moved to the PACE system any unspent funding will be rolled over to the following plan.

However, if a participant overspends, the deficit will be deducted from their next plan budget.

How does a participant endorse a provider?

There are two ways a participant or nominee can endorse a provider:

  1. Contact the NDIA National Call Centre on 1800 800 110 and advise that they would like to endorse the provider.
  2. Contact their Local Area Coordinator to advise that they would like to endorse the provider.

Do I need to endorse Continuity Care when I’m on PACE?

Yes, once you are on the PACE system you will need to endorse Continuity Care as your service Provider for each new plan.

What happens when a participant transitions from one plan manager to another?

A participant may contact the NDIA directly to advise they want to change plan managers and they will have the choice and control to commence their new service immediately without a notice period.

How will providers know a customer is on PACE?

There are a few ways a provider will be able to identify whether a customer is on PACE.

  1. You’ll receive an error message when attempting to submit a single claim payment request. The message will advise that the customer has transitioned to the new system and the next steps you need to take.
  2. Any existing service bookings will be end-dated to the previous plan, you can view this in the ‘my place’ provider portal report function.
  3. You will no longer be able to create a service booking in the ‘my place’ provider portal for that customer.

What does removing single claims mean for providers?

As participants and their plans move onto PACE, providers won’t be able to use the single line-item claim function in the ‘myplace’ provider portal.

Claims for PACE participants will need to occur through a bulk upload, which is aimed at reducing transactional requirements for providers. A single line can be submitted in a bulk upload.

All claims will need to be made using the Bulk Payment Request template and submitted in the ‘myplace’ portal – with the same service and support details that are currently used.

Providers should consider adjusting their business practices to submit all single claims via the bulk upload process.

Tip: If providers use the Bulk Payment Request template, they don’t need to know if a participant has an NDIS plan in PACE, because all claims will be made through the ‘myplace’ provider portal.

What is the new request for service process?

Participants can connect with support coordinators by using a request for service through the NDIA. The request for service includes information about the participant’s goals, needs and circumstances.

What are reporting templates?

The NDIA are introducing new reporting templates for support coordinators and psychosocial recovery coaches.

They developed the reporting templates to help standardise provider reports and capture consistent information to help NDIA planners and NDIS partners prepare for check-ins and plan reassessments with participants.

These will now be required to be submitted via the Myplace portal.

What's the new ‘my NDIS’ provider portal?

The new ‘my NDIS’ provider portal is different to the ‘myplace’ provider portal.

Providers will only need to use the ‘my NDIS’ provider portal if they’re working with a participant who has an NDIS plan in PACE.

Support coordinators and psychosocial recovery coaches who aren’t registered with the NDIS Quality and Safeguards Commission will need to create a Provider Digital Access (PRODA) account and register their details with the Agency to gain access to the ‘my NDIS’ provider portal.

Before providers can see participant information in the ‘my NDIS’ provider portal, participants will be asked for their consent.


Keep an eye out for more updates from the NDIA regarding PACE, we’ll also be sharing more as the new system rolls out.

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