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PACE: the NDIA’s new system
The National Disability Insurance Agency (NDIA) has begun rolling out a new computer system called PACE to improve the experience of managing and delivering services under the National Disability Insurance Scheme (NDIS). This change affects both participants and providers, streamlining processes while introducing new features and functionalities.
💡 Did you know
PACE is set to fully replace the current NDIA system and will impact all new NDIS participants, as well as those transitioning plans or requesting reviews from October 2023 onwards.
Our Observations and Suggestions
As the NDIA continues its rollout of PACE platform, we’ve encountered challenges and experienced feedback that merits attention.
This new system, while designed to streamline processes, has introduced several hurdles that are impacting the experience for participants and support teams alike. Among the most significant issues are slower payment processing times, and the unfamiliarity with the system further complicating a Participant's experience.
These delays are not just minor inconveniences — they can lead to significant delays and disruptions in receiving necessary products and supports.
Our Suggestions
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Nominate Your Preferred Provider(s):
You can add, change or remove a provider within the new PACE system by navigating to the ‘My Providers’ section in the participant portal or at any time by talking to your NDIS contact or calling our National Contact Centre on 1800 800 110.
Hint: If you are Plan Managed, it is best to contact your plan manager directly.
Agency-Managed Plans: If any part of your plan is agency-managed, make sure your providers are listed as ‘approved providers’ with the NDIS. Having their NDIS provider number on hand can speed up the process.
Log into the myplace Portal: Become familiar with the new system. Indeed, some tasks are easier to complete through the myplace portal under the new system. Logging in regularly can help you stay on top of any changes and manage your plan more effectively.
How do I nominate IncontinenceProducts.com.au as my Preferred Provider?
You can add, change or remove a provider within the new PACE system by navigating to the ‘My Providers’ section in the participant portal or at any time by talking to your NDIS contact or calling our National Contact Centre on 1800 800 110.
Agency or Self Managed?
- Log in to your NDIS Portal (PACE): Access your PACE portal and navigate to the section where you manage your service providers.
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Search for IncontinenceProducts.com.au: Use the search function to find Minappi Pty Ltd. Our details are:
NDIS Provider Name: Minappi Pty Ltd
NDIS Provider Number: 405 000 0940
ABN: 98 050 042 772 - Nominate as Participant Endorsed Provider (PEP): Select the option to nominate Minappi Pty Ltd as a Participant Endorsed Provider (PEP). This allows us to provide products and support under your NDIS plan.
PACE. Frequently Asked Questions (FAQs)
1. What is PACE?
PACE is the NDIA’s new computer system.
It has been designed to replace their current system.
2. When is PACE effective?
PACE is currently being rolled out and the rollout process began in mid-2023.
3. Who Does the PACE Update Apply To?
PACE will apply to:
- New NDIS participants
- NDIS Participants whose plans are scheduled to roll over from October 2023 onward in the future.
- NDIS Participants who have requested a review or amendment to their current (non-PACE) plan
4. Why is PACE being implemented?
PACE is being introduced to improve the way the NDIA (Agency) delivers services through the NDIS (Scheme), designed to be more user-friendly and make it a better user experience.
5. What is the process with the current NDIS system?
Currently, if a participant’s funding is agency-managed, we, as a provider, log into the provider portal to submit a service booking and payment request to submit a claim for payment. t typically takes less than 5 minutes for the NDIA portal to confirm whether the claim has been successfully submitted for processing, or not.
6. What has changed to the process with the implementation of PACE?
According to the NDIA:
“When a payment claim is made by a provider (such as us) who is not listed as a ‘my provider,’ a check with the participant is required to confirm that the support was agreed upon and that the claim details are correct. As a result, valid claims from providers not listed as a ‘my provider’ typically take around 10 days to be processed and paid.”
Current NDIS system:
Under the current system, providers log into the NDIA portal to submit service bookings and payment requests, which typically take about 5 minutes to process.
With PACE:
With PACE, additional checks are introduced for providers not listed as a participant's ‘my provider,’ and payment processing for these claims may take up to 10 days.
7. How Does PACE Affect Participants?
Participants and their networks may not be aware of the transition to PACE. You will likely be moved to PACE once your new plan period begins, and you should receive a notification at that time.
8. What Can Participants (or those acting on behalf of a Participant) Do to Prepare?
To prepare for the transition to PACE, to minimise the impact on your supply of products and services, ensure that your preferred providers are nominated as ‘my providers’ in the PACE system. This can be done through:
- ‘My Providers’ section in the participant portal.
- Speaking with your ‘NDIS contact.
- or calling the NDIS National Contact Centre at 1800 800 110.
9. How do I nominate IncontinenceProducts.com.au as your NDIS provider in PACE?
You can add, change or remove a provider within the new PACE system by navigating to the ‘My Providers’ section in the participant portal or at any time by talking to your NDIS contact or calling our National Contact Centre on 1800 800 110.
Agency or Self Managed?
- Log in to your NDIS Portal (PACE): Access your PACE portal and navigate to the section where you manage your service providers.
-
Search for IncontinenceProducts.com.au: Use the search function to find Minappi Pty Ltd. Our details are:
NDIS Provider Name: Minappi Pty Ltd
NDIS Provider Number: 405 000 0940
ABN: 98 050 042 772 - Nominate as Participant Endorsed Provider (PEP): Select the option to nominate Minappi Pty Ltd as a Participant Endorsed Provider (PEP). This allows us to provide products and support under your NDIS plan.
Plan Managed?
Contact your Plan Manager directly to nominate us as your Preferred Provider
ABN: 98 050 042 772
NDIS Provider Number: 405 000 0940
NDIS Provider Name: Minappi Pty Ltd
(also known as IncontinenceProducts.com.au and Night n Day)
If you need assistance from your support coordinator, LAC, or carer to help with this process, please provide your consent for them to make any necessary changes to your service providers if you are unable to do so yourself.
When you record a provider on your plan, you are letting us know they can make claims against your NDIS plan when they deliver support to you, and we do not have to check with you before we pay them.
10. What is the ‘My NDIS’ Participant Portal?
The NDIA has developed a new participant portal called ‘my NDIS’ and updated its app to work with the PACE system. The ‘My NDIS’ portal is for participants whose NDIS plans are developed within PACE.
Participants who do not yet have a PACE plan should continue using the current NDIS ‘my place’ portal.
Once a participant’s plan is developed and approved in PACE, they can register for the ‘My NDIS’ portal. The new portal allows participants to:
- View their budgets
- Access plan information and personal details
- Make and manage claims (for self-managed participants)
- View all claims against plan budgets
- Receive messages and correspondence from the NDIA
Participants with plans under PACE can still access the ‘my NDIS’ portal through myGov. If they already have a myGov account for other government services (e.g., Medicare, the Australian Taxation Office, or Centrelink), they can use the same account for the ‘my NDIS’ portal. Those without a myGov account will need to create one to access the ‘my NDIS’ portal.
Some of the Key Changes involve with PACE:
PACE includes new features including the following:
Changes to NDIS support types and categories
Participant-endorsed providers (my providers)
Release of funding at intervals
New ‘my NDIS’ participant portal and app
Changes to service bookings
Bulk payment claims (single claim removal)
Viewing participant plans
New 'my NDIS’ provider portal
Requests for service
New reporting templates
Additional information available to providers
New notifications from the 'my NDIS' provider portal
Removal of the claiming overlap for plan managers
Changes to fund management types for some supports
How We’re Helping
As your plan manager, our ability to intervene is somewhat limited, but we’re doing everything we can to support you during this transition. We’re keeping a close eye on your budget and sending out alerts that require your attention. Treat these alerts with priority to avoid any disruptions in your plan.
Our team is working tirelessly within the constraints of the new PACE system to ensure you receive the support you need. We understand the frustration that comes with these delays, and we’re here to help navigate through these challenges.
We’re a Call Away
Remember, you’re not alone. Our friendly and knowledgeable team is just a phone call away, ready to assist with any questions or concerns you may have. We’re committed to helping you feel supported during this time of change, and we’ll do everything we can to make sure your experience with the NDIS and PACE is as smooth as possible.