What you need to know

• The NDIA will delay the full rollout of its new customer relationship management system, PACE, until February 2024.
• The NDIA originally planned the PACE rollout for September before putting it off until the end of October.
• Since a trial in Tasmania from November last year, NDS, providers and participants have raised serious concerns about the system.
• NDS is pleased that the NDIA will take more time to make much-needed system improvements for both participants and providers.

The NDIA will further delay the full national rollout of its new customer relationship system, PACE. Having originally set the rollout for September, the NDIA heard concerns from providers and participants and announced that it would delay rolling out the system until the end of October. Now, following ongoing advocacy and escalation of issues from providers, the NDIA will implement a staged approach to transition, with full national rollout to commence from February next year.

NDS is pleased that the NDIA will take more time to make the much-needed system improvements for both participants and providers.

NDS understands that:

• From 31 October, participants getting a NDIS plan for the first time will have their plan built in PACE.
• From 31 October, any existing participant who has an identified change of circumstance or support needs will have their plan reassessment completed in PACE.
• Between November 2023 and late February 2024, any participant who has a plan that expires will be contacted, and either:
  • If no change is required, their plan will be ‘rolled over’ in SAP and then be transitioned to a PACE plan at the expiry of the rollover period (or sooner, if a change of circumstances arises).
  • If changes are required to their plan, a new plan will be built in PACE.
• From the end of February 2024, all expiring plans will progressively transition into a plan built in PACE.

NDS urges providers to prepare for the national rollout of PACE — particularly unregistered support coordinators and psychosocial recovery coaches who are required to set up access to PACE.

For further information about PACE, please visit our PACE: What you need to know Hub, which has numerous resources, including three webinars where providers speak about their experience transitioning to PACE.

The NDIA provides the latest PACE updates on its website.