DIA PACE ISSUES ESCALATION

The NDIA commence their STAGED PACE NATIONAL EXPANSION on the 30 OCT 2023. DIA members and the wider intermediaries sector have been experiencing some challenges. We have created the DIA PACE ISSUES ESCALATION process to support Plan Managers, Support Coordinators and Psychosocial Recovery Coaches to resolve issues impacting them.

This escalation process is used to provide details of a systemic issue you are having with the PACE system and does not replace the issue resolution through the NDIA. This is not the place to lodge new issues in the first instance – please contact the NDIA via the NCC (1800 Number) first to lodge a ticket and receive support.

This is where you have tried all other avenues to address and fix the issue but are not getting a result.

Please read through the list of resources below to see if your query or issue can be resolved. These resources can be utilised for self-service resolution of most issues.

STEP 1 – Rescources to try self solving the issue first

PACE for Providers Page

• Dedicated NDIA PACE webpage for providers.

My NDIS Provider Portal Rescources

• Read the information available on the NDIA provider portal and tools webpage.
• Read the NDIA myNDIS provider portal guide.
• Read the NDIA Provider portal system and error messages guide.

Claims and Payments Rescources

• Read the information available on the NDIA claims and payments webpage.
• Complete the NDIA claims and payment checklist.
• Read the NDIA System and error messages guide.
• Read the NDIA Bulk Payment Request self-help guide.
• Read the information available in the NDIA information pack for registered providers under ‘claims and payments’ on page 9.

General FAQs

• please see NDIA’s FAQs page

STEP 2 – Lodge the issue directly with the NDIA

• Contact the NDIA National Contact Centre (NCC) on 1800 800 110
• Email the NDIA at provider.support@ndis.gov.au

STEP 3 – Escalation via DIA

• If you are a Plan Manager, Support Coordinator or Psychosocial Recovery Coaches and have completed STEP 1 and STEP 2, and it has been more that 5 working days you can escalate the issue to DIA by clicking the link below and answering 12 quick questions. With your permission DIA will lodge this escalation with the NDIA.