OFFICIAL
FOI 24/25-1884
Number of outstanding access requests and access decisions
(1 Jan 2025 – 31 Mar 2025) 
FY 2024-25 Q3 
The number of persons with an 
access request in progress as at the 
39,694
beginning of the quarter
The number of persons with an 
access request in progress at at the 
21,854
end of the quarter
The number of persons with access 
30,774
met in the quarter 
The number of persons with access 
8,150
not met in the quarter
The total number of access requests 
received during the quarter1
24,144
1 This metric is measured at the request level, noting that an applicant may make multiple requests. All other metrics in this table are at the person level
Participant Service Guarantee (PSG) 2*
FY 2024-25 Q3
Number of access 
Access decisions or request 
Timeframe²
decisions or request for 
for further information (%)
Within 21 days
3,701
9%
22 to 60 days
4,746
12%
61 to 111 days
22,017
56%
112 or more days
8,804
22%
Total
39,268
100%
* PSG 2 - Make an access decision or request further information, had a performance against the 21 day service guarantee of 9% in the March 2025 quarter.
Participant Service Guarantee (PSG) 4**
FY 2024-25 Q3
Decisions made or request  Decisions made or request 
for further information 
for further information after 
Timeframe²
after further information  further information provided 
provided
(%)
Within 14 days
345
13%
15 to 40 days
249
10%
41 to 104 days
940
36%
105 or more days
1,055
41%
Total
2,589
100%
** PSG 4 - Make an access decision or request further information after further information received, had a performance against the 14 day service guarantee of 13% in the March 
2025 quarter.
Further note: A remediation plan is in place to improve both the participant experience and performance against the PSG measures. The focus over the last 12 months has been on 
first plans, plan change requests and unscheduled reassessments, and as a result, performance has improved and waiting times have decreased. We are aiming to reduce the 
number of plan change requests (PSG 12) not meeting the prescribed timeframe by July 2025. We are also focusing on improving performance for making access decisions (PSG 2 
and 4) and internal reviews of reviewable decisions (PSG 17), so that work meets the expected timeframes.
Timeframe data is sourced from PSG two and four. The metric only contains data from the new PACE system.
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