PACE ready!

PACE Frequently Asked Questions (FAQs)

To ensure you stay updated on the implementation of the National Disability Insurance Agency’s (NDIA) new PACE computer system and its potential effects on you, we have created a set of Frequently Asked Questions (FAQs).

If you are a participant or provider under the National Disability Insurance Scheme (NDIS), please bookmark this page for easy access and return periodically to stay informed.

We will keep these FAQs current by incorporating new information obtained from the NDIA.

What is PACE?

PACE is the NDIA’s new computer system, which will eventually take over the Agency’s current Customer Relationship Management (CRM) system.

The NDIA is rolling out PACE with the aim of enhancing the delivery of the NDIS, ensuring that participants and providers receive comprehensive support throughout the entire process. This initiative seeks to significantly improve the overall experience and outcomes for all involved in the NDIS journey.

PACE introduces various new features aimed at enhancing the experience for both participants and providers. Below are the primary key changes resulting from PACE:

  • Alterations to NDIS support types and support categories
  • Introduction of My Providers, (formally referred to as participant-endorsed providers)
  • Disbursement of funding at specified intervals
  • Implementation of funding rollover
  • Launch of the ‘my NDIS’ participant portal and app
  • Implementation of participant check-ins
  • Removal of bulk payment claims (single claim)
  • Access to participant plans
  • Introduction of the ‘my NDIS’ provider portal
  • Service request functionality
  • Introduction of new reporting templates


For more detailed information on each of these changes, please refer to the additional FAQs on this page.

The NDIA will disburse funds in instalments. For instance, NDIS participants on a three-year plan might receive their funds in segments every 12 months, while some may have their funding distributed every quarter.

After a participant has transitioned to PACE, if they spend less than their allocated funding, the remaining amount will carry forward to their next plan. For instance, if they have a $100,000 budget and utilise only $90,000 during their plan period, $10,000 will be rolled over to the next plan.

On the other hand, if a participant exceeds their budget, any deficit will be subtracted from their budget in the subsequent plan.

PACE completed a trial run in Tasmania, and the NDIA has officially announced its nationwide introduction, which will take place in phases, commencing from late October 2023.

Currently, the Agency anticipates that the rollout will span over a period of 18 months. New participants within the Scheme are expected to transition to the PACE system first, followed by existing participants as they initiate new NDIS plans.

For more details, please refer to the NDIA’s events webpage.

The NDIA is promoting provider participation in an information session to gain insights into PACE and the new ‘my NDIS’ provider portal.

You can discover and enrol in a PACE information session by clicking here.

Under PACE, a new support type named “Recurring” will be introduced, complementing the existing Core, Capital, and Capacity Building support types. Additionally, there will be the inclusion of five new support categories (highlighted in bold below), and certain existing support category names will undergo alterations (indicated in italics below).

The table below shows the PACE support types and categories.

PACE support typesPACE support categories
CoreAssistance with Daily Life
Home & Living
Assistance with Social, Economic & Community Participation
CapitalAssistive Technology
Assistive Technology, Maintenance, Repair & Rental
Home Modifications
Specialised Disability Accommodation (SDA)
Capacity BuildingSupport Coordination & Psychosocial Recovery Coaches
Improved Living Arrangements
Increased Social & Community Participation
Finding & Keeping a Job
Behaviour Supports
Health & Wellbeing
Lifelong Learning
Choice & Control
Improved Daily Living Skills
RecurringRecurring Transport


Current participants will not transition to the PACE system until they undergo a plan reassessment, at which point they will be informed of this change.

New participants will receive notification of their inclusion in the PACE system during their planning meeting.

The NDIA will conduct participant check-ins during their plan duration to assess their progress. During these check-ins, the NDIA will inquire whether the supports outlined in the participant’s plan are effectively meeting their needs and if there are any issues with plan utilisation.

These check-ins may occur:

  • Periodically (e.g., annually)
  • Before the plan’s reassessment date as indicated in the plan
  • If the NDIA suspects that a participant’s plan might not be suitable (e.g., if they are using excessive or insufficient funding)


During a check-in, a participant’s Early Childhood Partner (ECP), Local Area Coordinator (LAC), or NDIA planner will inquire about:

  • The participant’s well-being
  • Any queries regarding their existing plan
  • Progress towards their goals
  • Any new goals or desired changes to current goals
  • Utilization of local community services or other government services
  • How funded supports in their plan are being used
  • How these supports contribute to their goal achievement
  • Whether the supports align with their disability-related needs
  • Any changes in their circumstances
  • Any assistance required for significant upcoming life changes, such as starting or completing school or commencing a new job
  • These check-ins can be conducted either in person or over the phone. Participants have the option to include a family member, supporter, or someone who assists them with their plan during the check-in if they wish.


It’s important to note that a check-in does not necessarily imply that a plan requires modification.

Providers will have a way of identifying this because:

When they submit a single payment claim request for the current plan period, error messages will appear, signifying that the participant has moved to the new system. These messages will also offer guidance on resolving the matter. Existing service bookings will be automatically marked as concluded for the previous plan. 

The NDIA has developed a new participant portal called ‘my NDIS’ and has updated its app to align with PACE.

The ‘my NDIS’ participant portal is specifically designed for participants with NDIS plans created within the PACE system. Those without a plan in PACE will continue to use the current NDIS ‘myplace’ portal.

Participants can register for the ‘my NDIS’ participant portal once their NDIS plan is approved in PACE. This portal offers a more accessible and user-friendly way for participants to:

  • View budget information.
  • Access plan details and personal information.
  • Create and manage claims (applicable to self-managing participants).
  • Review all claims related to plan budgets.
  • Read messages and correspondence from the NDIA.
  • Participants who have a plan established in PACE can access the ‘my NDIS’ participant portal through myGov.


If a participant already possesses a myGov account for other government services like Medicare, the Australian Taxation Office, or Centrelink, they can use it to access the ‘my NDIS’ participant portal. If they do not have an existing myGov account, they will need to create one in order to access the ‘my NDIS’ participant portal.

The new ‘my NDIS’ provider portal distinguishes itself from the ‘myplace’ provider portal.

Providers will only need to utilise the ‘my NDIS’ provider portal when they are engaged with a participant possessing an NDIS plan within PACE.

Support coordinators and psychosocial recovery coaches, who are not registered with the NDIS Quality and Safeguards Commission, will be required to establish a Provider Digital Access (PRODA) account and register their particulars with the Agency to gain entry to the ‘my NDIS’ provider portal.

Before providers can access participant information through the ‘my NDIS’ provider portal, participants will be requested to grant their consent.

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.

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.

When a participant includes support coordination or psychosocial recovery coaching services in their plan, the NDIA can assist by inquiring with the chosen providers regarding their availability. This process is referred to as a “request for service.”

If a participant is selecting a support coordinator or psychosocial recovery coach for the first time, or if they wish to change their provider or continue working with the same one, they can inform the NDIA during their planning meeting, plan implementation meeting, plan check-in, or by contacting the NDIS at 1800 800 110.

Using PACE, the NDIA will transmit a request for service to the providers chosen by the participant. This request will be sent even if the participant intends to continue working with the same provider under a new plan.

Participants who have Agency-managed funding will have the ability to designate My Providers. 

For participants with plan management, it is essential to include their plan manager in their plans. When a participant endorses a provider, it signifies to the NDIA that the provider is authorised to submit claims against the participant’s NDIS plan for services provided. Consequently, endorsed providers will receive payments more swiftly, as the NDIA will not need to verify each claim before processing.

Participants and plan nominees can modify their endorsed providers or inform the NDIA of new ones during planning meetings, plan implementation meetings, or by contacting their NDIA representative or reaching out to the NDIS at 1800 800 110 at any time.

The NDIA is implementing new reporting templates for support coordinators and psychosocial recovery coaches with the goal of standardising provider reports and ensuring consistent data capture. This initiative aims to assist NDIA planners and NDIS partners in preparing for participant check-ins and plan reassessments.

The anticipated time required to complete the new reporting templates is expected to be similar to the current reporting process.

There are two sets of reporting templates available, one tailored for support coordinators and another for psychosocial recovery coaches. These templates will simplify the process for providers to:

  • Share pertinent and uniform information with the NDIA.
  • Fulfil the reporting criteria specified in the request for service.


The templates will necessitate details concerning:

  • The participant’s support requirements and current situation.
  • The support that the participant is receiving.
  • The participant’s progress in implementing their plan to achieve their goals.


Providers should collaborate with the participants and those who support them to complete the reporting template, ensuring that participants are informed about the information included.

Support coordinators and psychosocial recovery coaches will be requested to submit reports periodically throughout the duration of a participant’s plan, typically at specified intervals. The timing of progress reports may be subject to change based on the participant’s circumstances and the upcoming plan reassessment date.

Support coordinators and psychosocial recovery coaches should regularly access their ‘my NDIS’ provider portal to monitor report due dates, and these reports can be submitted as attachments within the portal.

Plan-managed participants who transition to PACE won’t be required to endorse their plan manager.

However, participants who wish to engage a plan manager after migrating to PACE will need to endorse their selected plan manager to ensure their choice is documented in their plan. To accomplish this, they should communicate their preferred plan manager during their planning meeting or as part of their plan reassessment to their NDIA planner, Early Childhood Partner (ECP), or Local Area Coordinator (LAC).

Plan managers must be officially noted on plan-managed participants’ plans. Once a plan manager is recorded, the PACE system will automatically recognise them as My Providers.

Participants looking to switch from one plan manager to another should contact the NDIS at 1800 800 110 to inform the NDIA of their decision. Once the new plan manager is documented on the participant’s plan, they can commence the claims process.

Outgoing plan managers will have a 30-day period to complete pending claims.

PACE will simplify the process for providers to access a participant’s plan, granted they have the necessary consent. Within the PACE framework:

  • Support coordinators and psychosocial recovery coaches will gain access to the complete plan.
  • Registered providers will be able to view a participant’s goals and nominee information.
  • Plan managers will have access to the specific portions of a plan that they are responsible for managing.