Woman with blonde hair kneeling beside a man in a wheelchair both laughing
Woman with blonde hair kneeling beside a man in a wheelchair both laughing

The rollout of PACE is set to change how providers bill for NDIS-funded services.

The new NDIS PACE system is a significant upgrade for providers, replacing the current system used for communication and plan management.

Providers will need access to the new PACE payment system, which replaces the current online system and myplace portal with a new my NDIS provider portal.

This new system is designed to enhance the participant and provider experience by offering clearer and more consistent information on decision-making processes. It also aims to standardise systems and processes nationally and facilitate the implementation of recent changes to the NDIS Act.

What is PACE?

PACE is the name of the new NDIS computer system, which was introduced in October 2023. The system will hold participant information, enquiries, plans and budgets. It also connects to a new my NDIS participant portal. For more information, see our PACE page.

Within PACE, providers will have access to participant information, enquiries, plans and budgets, all integrated with the new my NDIS participant portal. This approach will simplify interactions and improve efficiency for NDIS service providers.

All new NDIS Plans are created in PACE. Existing NDIS Plans will be progressively moved to the PACE system when they come up for renewal.

Teenage boy sitting at a desk with a support worker sitting opposite him holding his hands
Teenage boy sitting at a desk with a support worker sitting opposite him holding his hands

How will providers know if a participant is on the PACE system?

The best way to find out is to ask the participant or log onto the PACE system and check directly. If the person is not on the PACE system, they are likely to still be on the old/legacy system.

If providers are unable to place a service booking for a participant, the person may have transitioned to PACE.

Support coordinators and plan managers are often made aware by the NDIS that a person has transitioned to PACE. The NDIS website has more details on the PACE roll-out and expected timeframes.

Longer NDIS provider payment times.

To strengthen the NDIS by reducing fraud and non-compliant behaviour, the NDIA has announced some changes to the claims review process.

The NDIS is now conducting more thorough reviews of claims before releasing funds, meaning longer turnaround times for provider payments and reimbursement. This will extend payment timeframes by a minimum of 24 hours on top of existing payment turnaround times.

Overnight releases of funds by the NDIS will no longer occur.

Valid reimbursements and payments to providers will be processed within 2 to 3 business days from the submission date to the NDIS. For more complex claims that require additional checks, payments made by the NDIA may take up to 10 days.

Please note: The Leap in! team processes your payments and reimbursements as soon as we receive them from the NDIS. It is the new NDIS claims review process that is adding to payment timeframes.

Changes to support categories.

On PACE there are a few notable changes to how plans are structured. There are no changes to support item descriptions, or the numbers providers use to make claims.

Support categories are divided into four support types on PACE:

  • Core
  • Capacity building
  • Capital
  • Recurring (new).
  • The Recurring budget category is for supports that a participant receives directly from the NDIS on a regular basis.

See our dedicated page on PACE support categories for more details.

Two young men standing in a kitchen, the one on the right is embracing the other and both are smiling
Two young men standing in a kitchen, the one on the right is embracing the other and both are smiling

Changes to participant budgets.

Budgets are now structured at the support category level. Whole dollar budgets are allocated to each category so that participants have more flexibility with how they spend their budget.

Participants can spend Core supports budgets flexibly across any category that is managed the same way, whether it be self managed, plan managed or agency managed.

Capacity Building and Capital supports budgets may have stated support categories. Stated supports can only be used for items or services within that support category.

The pricing arrangements and limits remain consistent across both PACE and the previous system.

My NDIS provider portal.

Providers will need to use the new my NDIS provider portal when working with a participant with a PACE plan.

The new my NDIS provider portal is different to the myplace provider portal. Before providers can see participant information in the my NDIS provider portal, participants will be asked for their consent.

Note: If you’re a support coordinator or a psychosocial recovery coach you will need to be registered with the NDIS Quality and Safeguards Commission, have a Provider Digital Access (PRODA) account and register your details with the NDIS to gain access to the my NDIS provider portal.

Provider endorsement for my NDIS.

As a provider it is important for you to know how your clients manage their NDIS Plans and, if required, be added as a “participant-endorsed provider” under My providers in the PACE system.

The process for a participant to endorse you as a provider is simple. The participant can contact the NDIS national call centre or their local area coordinator to advise that they would like to endorse you as a provider.

  • Agency managed participants are required to endorse the providers they want to work with in order to access funding for relevant services.
  • Plan managed participants must endorse their plan manager but it is optional to endorse their other providers. Plan Managers will not be able to access funding from the participant’s plan for plan management or to pay other providers until they are endorsed.
  • It is optional for self managed participants to record providers for their supports under My providers.

The endorsement does not apply to every person in your organisation. You will need to nominate one or more staff members as a “person with consent” to act on behalf of the participant.

Note: If you provide specialist disability accommodation (SDA), home and living supports (including SIL), or behaviour supports you must be recorded as a provider in the participant’s NDIS Plan under My providers regardless of how the plan is managed. Failure to do so may result in automatic claim rejections.

Woman standing in a garden smiling at the camera
Woman standing in a garden smiling at the camera

PACE plans and participant consent.

PACE introduces enhanced consent mechanisms, allowing participants to grant providers access to specific parts of their plan, including budget information, goals and funded supports, rather than the entire document.

This empowers participants to control how their personal information is shared while ensuring you, as the provider, have the information needed to deliver the necessary support.

For participants and providers it is now even more important to have written service agreements in place. These agreements serve as a roadmap, outlining funding allocations and expectations for clarity and accountability.

Use bulk upload for claims on PACE.

As participants transition to PACE, providers will no longer have access to the single line-item claim function within the myplace provider portal. Instead, claims for PACE participants must be submitted via bulk upload. This new approach is designed to reduce the number of transactions providers need to make.

The bulk upload allows providers to submit multiple claims, or a single claim, in one transaction. To do this, you will need to use the bulk payment request template, which can be accessed and submitted through the myplace portal.

You can use the bulk payment request template for participants who are on the PACE system and those who are not. All claims are processed through the myplace provider portal. The service and support details required for claims on PACE are the same as those currently in use.