Keep up to date with the latest news from the InFocus team as well as updates on the NDIS and disability.
A Quick Guide to PACE
A Quick Guide to PACE
14 March 2024

By now you will likely have heard about something new coming to the NDIS called PACE. But what exactly is PACE and how will it change things for NDIS participants?

So, what exactly is PACE?

PACE stands for Participant/Provider Alternative Cloud Environment which is a bit of a mouth full – so we’ll stick with PACE!

Put simply, PACE is the NDIA’s new CRM software system.

Wait, what is a CRM system?

Most large (and some smaller) organisations use a CRM system. CRM stands for Customer Relationship Management. A CRM is a software system that helps businesses to track interactions, communication and transactions with their customers. The goal of a CRM is to improve customer service.

PACE has been built specifically for the NDIS and is designed to make working with the NDIS easier for both participants and providers.

When will PACE be introduced?

It is predicted that the full roll out of PACE will take at least 18 months. Testing of the PACE system began in Tasmania in November 2023 and the NDIA began the roll-out in February 2024.

Once the roll-out commences in your area, when your current plan period ends, your new plan will be created in the PACE system.

What will change?

Three key things will be updated in the new PACE system. They are:

  1. Support Types and Categories
  2. Introduction of ‘My NDIS’ portal
  3. No more service bookings

What are the new Support Types and Categories?

You will be used to three support types. These are Core Supports, Capital Supports and Capacity Building Supports. In the new PACE system a fourth support type will be added called Recurring.

Six new support categories will be added to the four support types. The table below shows what this looks like with the new support types and categories shown in bold.

PACE Support Type

PACE Support Categories


- Assistance with Daily Life

- Home & Living

- Transport

- Consumables

- Assistance with Social, Economic & Community Participation

- Young People in Residential Aged Care (YPIRAC) – Cross Billing


- Assistive Technology

- Assistive Technology Repairs & Rental

- Home Modifications

- Specialist Disability Support Accommodation (SDA)

Capacity Building

- Support Coordination & Psychosocial Recovery Coaches (previously ‘Support Coordination’)

- Improved Living Arrangements

- Increased Social & Community Participation

- Finding & Keeping a Job

- Relationships (previously ‘Improved Relationships’)

- Behaviour Support

- Health & Wellbeing (previously called ‘Improved Health & Wellbeing’)

- Lifelong Learning (previously called ‘Improved Learning’)

- Choice & Control (previously called ‘Improved Life Choices’)

- Improved Daily Living Skills


- Transport Recurring


What is ‘My NDIS’ portal?

The move over to PACE will also see the introduction of the new ‘My NDIS’ portal. The portal will provide a more accessible and user-friendly way for participants to:

  • view your budget
  • see your plan information and personal details
  • make and manage claims (if you are self-managed)
  • see all claims against your budget
  • check, approve or dispute claims made by providers if they are not one of your nominated providers (if you are NDIA managed)
  • see messages from the NDIA

You will be able to access ‘My NDIS’ through your myGov account that you use for other government services such as Medicare, the Australian Taxation Office or Centrelink.

What is happening with service bookings?

PACE will see us all say goodbye to service bookings. Service bookings are used to set aside funding for an NDIS registered provider to pay for the supports or service that they provide.

Once you have transitioned to PACE, there will no longer be a requirement to create service bookings. This is because the NDIA will know who your chosen providers are – your participant endorsed providers.

Further Information

We’re ready to help if you have any questions about the NDIA’s transition to PACE. Simply reach out to your Support Coordinator or give us a call.   

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