Understanding the PACE System NDIS: A Practical Guide
If you have heard about the PACE system NDIS and are not quite sure what it means for you, you are not alone. The National Disability Insurance Agency (NDIA) has been rolling out a major upgrade to how NDIS plans are managed, affecting every participant in Australia. This guide explains what PACE is, how it works, what changes under the new system, and what you need to know.
There is no need to feel overwhelmed. PACE does not change the fundamentals of how the NDIS supports you. What it does change is the technology and processes behind your plan, in ways designed to give you more visibility and control.
What Is the PACE System?
PACE stands for Provider and Participant Communication Environment. It is the NDIA’s new computer system, built on Salesforce CRM technology, and it replaces the older MyPlace portal for both participants and providers.
Put simply, PACE is the platform that sits behind your NDIS plan. It is where your plan information is stored, where providers make claims for payment, and where your budget is tracked. The NDIA began rolling PACE out nationally in October 2023, following a pilot in Tasmania in late 2022. All NDIS participants are expected to transition to PACE, which happens progressively as plans are renewed or reassessed (source: NDIS.gov.au).
Importantly, PACE does not change the NDIS Act, the structure of the scheme, or your rights as a participant. It is a technology upgrade, not a policy overhaul.
The My NDIS Participant Portal
Alongside PACE, the NDIA built a new participant-facing portal called the My NDIS portal. This replaces the older MyPlace participant portal for anyone whose plan has been set up in PACE. You can access the My NDIS portal through myGov or via the NDIS app, available on iOS and Android.
Through the My NDIS portal, you can:
- View your plan information and personal details
- See your full budget and track how it is being used
- View all claims made against your funding
- Read messages and correspondence from the NDIA
- Make and manage your own claims if you are self-managing
- Record and update your preferred providers (known as My Providers)
If your plan has not yet moved to PACE, you will continue using the MyPlace portal as normal until your next plan review or reassessment.
What Changes for NDIS Participants Under PACE?
The goal of your NDIS plan stays the same: to support your needs and help you work towards your goals. However, you will notice some practical differences once your plan moves to PACE.
My Providers: Endorsing Who You Work With
One of the most significant changes for NDIS participants under PACE is the introduction of My Providers. Rather than using service bookings, which no longer exist in PACE, you now endorse the providers you want to work with directly in your plan.
When a provider is recorded as a My Provider, the NDIA knows they are authorised to make claims against your plan without needing to check with you before each individual payment. This simplifies the payment process for everyone involved.
You can add or change your My Providers at any time by contacting your NDIS Local Area Coordinator (LAC), Early Childhood Partner, or by calling the NDIS National Contact Centre on 1800 800 110.
If you are plan managed, your plan manager typically only needs to be recorded as a My Provider. They then pay your other providers on your behalf without each one needing to be endorsed individually. If you are agency-managed, each provider must be endorsed as a My Provider for claims to be processed.
No More Service Bookings
Under the previous system, providers made service bookings against your plan to reserve funding before delivering a service. PACE removes this requirement entirely. Providers no longer pre-allocate your funds through bookings, giving you more flexibility to adjust your support arrangements without locking your funding to a particular provider.
Service agreements are still strongly recommended by the NDIA. A service agreement is a written understanding between you and a provider about what support will be delivered, at what cost, and under what conditions. Even without service bookings, having a service agreement in place protects both you and your provider.
Updated Plan Structure and Support Categories
PACE introduces a revised plan structure. The number of support categories has expanded from 15 to 21 to make them easier to understand and more reflective of the supports participants actually use.
Your funding is now allocated at the support category level. This gives most participants greater flexibility in how they use their budget across a category. A fourth support type, Recurring, has also been added alongside Core, Capacity Building, and Capital. The Recurring type is specifically for transport funding.
It is worth noting that six of the new support categories introduced under PACE are stated supports. Funding in those categories can only be used for specific purposes and cannot be moved into other areas of your budget.
Staged Funding Periods
From May 2025, the NDIA introduced staged funding periods for new and reassessed PACE plans. Rather than receiving your entire plan budget upfront, funding is released in smaller amounts over the course of the year, with options for quarterly, monthly, or upfront release. This change is designed to help participants manage their budgets more sustainably across the plan period.
NDIS Check-Ins Under PACE
PACE introduces annual participant check-ins. These are opportunities for the NDIA to connect with you during your plan period to see how things are going, rather than waiting until your full reassessment. You may also be offered optional implementation meetings to help you get started with a new plan.
These check-ins are not reassessments and will not automatically result in changes to your funding. They are intended to make sure your plan is working for you between formal reviews.
How Careview Supports NDIS Participants
Careview is an Australian NDIS software platform used by plan managers and support coordinators to manage participant funding. If your plan manager uses Careview, you may be given access to the Careview Advantage mobile app as part of their service.
Careview Advantage gives you real-time visibility of your NDIS funding. Through the app, you can:
- View your funding budgets and how much has been spent in each support category
- See upcoming appointments and scheduled supports
- Approve or decline invoices submitted by your providers (where enabled by your plan manager)
- Access a monthly breakdown of services claimed against your budget
There is also Careview Connect, a web-based portal that allows authorised people, such as family members or informal supports, to view your funding information in a read-only format with your permission.
When Will Your Plan Move to PACE?
All new NDIS plans created from late 2023 onwards are built in PACE. Existing participants transition to PACE at their next plan renewal or reassessment. You do not need to request the move. It happens automatically as part of your regular plan cycle.
If you are unsure which system your current plan is in, your support coordinator or plan manager can let you know.
What Stays the Same
Your plan goals still guide your funding. You still have a choice and control over your providers. Your existing providers can continue supporting you, and the amount of funding in your plan is not changed by the transition to PACE alone.
If you need help understanding how the transition may affect your specific circumstances, your support coordinator or LAC is the best place to start. You can also visit ndis.gov.au for official guidance or call the NDIS National Contact Centre on 1800 800 110.
Frequently Asked Questions
What does PACE stand for in the NDIS?
PACE stands for Provider and Participant Communication Environment. It is the NDIA’s updated computer system for managing NDIS plans, replacing the older MyPlace portal for participants and registered providers.
Do I need to do anything to move to PACE?
No. Your plan will transition to PACE automatically at the next review or reassessment. The NDIA will advise you when this happens. If you have questions ahead of your review, your LAC or support coordinator can assist.
Will my NDIS funding change when I move to PACE?
Moving to PACE alone does not change the amount of funding in your plan. Funding is determined through your planning or reassessment meeting, not by which system your plan is built in.
What is a My Provider in the NDIS PACE system?
A My Provider is a provider you have endorsed in your NDIS plan, indicating to the NDIA that they are authorised to make claims against your funding. Under PACE, service bookings no longer exist, so recording My Providers is how the system manages payment authorisation. You can update your My Providers at any time by calling 1800 800 110.
What is Careview, and how does it relate to the NDIS?
Careview is an Australian NDIS software platform used by plan managers and support coordinators. If your plan manager uses Careview, you may have access to the Careview Advantage app, which lets you track your funding, view spending, and, in some cases approve provider invoices in real time.
Can I still use my existing providers when I move to PACE?
Yes. Moving to PACE does not require you to change your providers. Depending on how your plan is managed, you may need to record existing providers as My Providers in the new system. Your plan manager or LAC can help you work through this.
Where can I get help understanding the PACE transition?
Your support coordinator, or plan manager are the best starting point. You can also visit ndis.gov.au or call the NDIS National Contact Centre on 1800 800 110 during business hours.