By now, you will have heard a lot about PACE. While it’s great to have lots of information available, it can also be confusing. Below, we explore some of the questions our Plan Managers and Support Coordinators are hearing from participants and provide the answers you need. Starting with the basics, what is PACE anyway?

What is PACE?

PACE is the NDIA’s new computer system.

Why does the NDIA need PACE?

The NDIA’s previous computer system became out of date and they needed to update to a new computer system. PACE is a more sophisticated system that will reduce manual tasks and the amount of paperwork.

When will I be moved over to PACE from the old system?

From February 2024 all new plans and plan renewals will be created in the new pace system. This mean that if you are new to the NDIS, you plan will be in the new system. If you are already an NDIS participant, you will be moved over to PACE at the start of your next NDIS plan period. That means, your next plan will be in PACE but there are no changes to your current plan.

What will change in the new PACE system?

The introduction of PACE will mean some changes for both participants and providers. Some of the key changes include: 

• Changes to NDIS support types and support categories
• The introduction of participant-endorsed providers (my providers)
• Release of funding at intervals
• Rollover of funding
• New ‘my NDIS’ participant portal and app
• Participant check ins
• Changes to service bookings
• Bulk payment claims (removing single claims)
• 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

What will stay the same with PACE?

Some things will not change when you move over to the new PACE computer system. These include:

• the NDIS Act
• the fundamental structure of the NDIS
• NDIS Quality and Safeguards Commission obligations

What are the new support categories in PACE?

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.

How will the new ‘my NDIS’ participant portal and app work?

Once your NDIS plan is approved in PACE, you will be able to register for the ‘my NDIS’ participant portal. The portal is a more accessible and user-friendly than the ‘myplace’ portal. You will be able to:

• view budgets
• see plan information and personal details
• make and manage claims (for self managed participants)
• see all claims against plan budgets
• see messages and correspondence from the NDIA

You will be able can to access the ‘my NDIS’ participant portal through myGov in the same way that you can access other government services such as Medicare or Centrelink.

How will my providers know that I have been migrated to PACE?

Your providers will know that you have been migrated to PACE because:

• They will receive error messages when they submit a payment claim request against your old NDIS plan
• 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.
• they won’t be able to create a service booking for you in the ‘myplace’ provider portal

When does a participant need to endorse a provider?

• If you are plan managed, only your plan manager needs to be endorsed with the NDIA in order to pay other providers.
• If you are agency-managed, all providers need to be endorsed by you (the participant) or your nominee.
• If you are self-managed, you do not to endorse providers.

How do I add an endorsed provider?

STEP 1: Request your provider’s registration number

STEP 2: Call the NDIA on 1800 800 100

STEP 3: Ask the NDIA to add the provider as an endorsed provider

STEP 4: Ask for confirmation that they have been added

You also have the option to contact your Local Area Coordinator (LAC) or Planner at Step 2, instead of the NDIA.

Further Information

If you need any help with PACE, reach out to your Plan Manager or Support Coordinator.