Frequently Asked Questions about PACE

NDIS plan management is one of the ways that you can choose to manage your NDIS plan. You have choice and control over which providers you want to use, regardless of whether or not they are NDIS-registered.

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?

The NDIA is introducing PACE to improve the delivery of the NDIS for participants and providers. This new system will reduce the amount of administration required to set up and continue to manage a participant’s plan which will create a smoother experience for participants engaging with their providers.

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 March 2024
- All other participants in the NDIS, progressively. As plans expire, new plans will be made into the PACE system.

How will participants know that they have been moved over to PACE?

New participants will be the first ones to be rolled over to PACE. Participants already in the scheme will be moved across to PACE when their current plan expires. If a participant’s plan is not scheduled to end soon, it could be up to 12 or 18 months before they transition to the new system.

How will Providers know that a participant has been moved over to PACE?

Providers will know because:
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- 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.
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- 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.
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- They won’t be able to create a service booking for the participant in the ‘myplace’ provider portal.

Do participants need to let their providers know when they have moved to PACE?

If a plan is plan managed, there will be no change to how participants submit their invoices and the processing times so there is no need to inform your providers.

What are the new categories?

PACE Support Type	Pace Support Category
Core	Assistance with Daily Life Home and Living Transport Consumables Assistance with social, economic and community participation
Capital	Assistive Technology Assistive Technology, Maintenance, Repair and Rental Home Modifications Specialised Disability Accommodation (SDA)
Capacity Building	Support Coordination and Psychosocial Recovery Coaches Improved Living Arrangements Increased Social and Community Participation Finding and Keeping a Job Relationships Behaviour Supports Health and Wellbeing Lifelong Learning Choice and Control Improved Daily Living Skills
Recurring	Recurring Transport

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.

Will participants need to endorse their Plan Manager?

Plan managed participants who are rolled onto PACE won’t need to endorse their current plan manager.

However, if a participant wants to change plan managers after they have moved over to PACE then they will need to follow the same process of endorsing a new provider.

Outgoing plan managers will have 30 days to finalise claims.

What does ‘releasing funding in intervals' mean?

The NDIA will release funds in installments. This could mean NDIS participants with a three-year plan have their funds released in portions every 12 months, while others may have funding released more frequently. This is designed to help participants manage their budget more easily. The NDIA will conduct regular check-ins to address how participants are using their funding.

Your hub for all things PACE

Introduction to PACE and the rollout

Participants moving to PACE from October 30th 2023

Participants moving to PACE from February 2024

PACE Resources

Script to help your call the NDIS and endorse the plan manager you want to work with.

Summary guide: PACE and upcoming changes to the NDIS for support coordinators and recovery coaches

How the NDIS is changing with PACE and what it means for support coordinators and recovery coaches

Our team is here to help.

Frequently Asked Questions about PACE

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