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Contents 
1.  Introduction .................................................................................................................. 5 
1.1 
Purpose ............................................................................................................... 5 
1.2 
Scope .................................................................................................................. 5 
1.3 
Roles and Responsibilities .................................................................................. 5 
2.  Checklist ....................................................................................................................... 6 
3.  Procedure ..................................................................................................................... 8 
3.1 
When to use CRM and PACE ............................................................................. 8 
3.2 
Identify the ART Document ................................................................................. 8 
3.3 
Upload the ART Document ................................................................................. 9 
3.3.1 
Upload the ART Document to LEX .............................................................. 9 
3.3.2 
Upload the ART Document to CRM ............................................................. 9 
3.3.3 
Upload the ART Document to PACE ......................................................... 10 
3.4 
What further action is required? ........................................................................ 11 
3.4.1 
Orders requiring no action .......................................................................... 11 
3.4.2 
Orders requiring access to the NDIS be granted ........................................ 11 
3.4.3 
Orders requiring a Plan build ...................................................................... 11 
3.5 
Dismissals and Withdrawals .............................................................................. 11 
3.5.1 
Create a closed Interaction in CRM ............................................................ 11 
3.5.2 
Create a closed Enquiry Case in PACE .................................................... 12 
3.6 
Access Matters .................................................................................................. 13 
3.6.1 
Create an Enquiry Case in PACE .............................................................. 13 
3.6.2 
Refer the PACE Enquiry Case to the Scheme Eligibility Branch (SEB)..... 14 
3.7 
Planning Matters ............................................................................................... 14 
3.7.1 
Refer the matter to TAPIB for Home and Living Supports ......................... 14 
3.7.2 
Create an ART Order Implementation Interaction in CRM ........................ 15 
3.7.3 
Build a Plan in CRM .................................................................................. 15 
3.7.4 
Build a Plan in PACE ................................................................................. 16 
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3.7.5 
Planning Support ....................................................................................... 16 
3.7.6 
Delegation Level 5 Plan Approval .............................................................. 16 
3.7.7 
Create a Plan Implementation Case in PACE ........................................... 16 
3.7.8 
Refer the PACE Plan Implementation Case .............................................. 19 
3.7.9 
Create an Enquiry Case in PACE to have the Plan Implementation Case 
prioritised by National Delivery .................................................................. 19 
3.7.10 
Refer the PACE Enquiry Case to National Delivery .................................. 20 
3.7.11 
Complete the ART Order Implementation Interaction in CRM ................... 21 
3.8 
Closing an ART Matter ...................................................................................... 21 
4.  Process Flowchart ...................................................................................................... 22 
 
 
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1. Introduction 
1.1 Purpose 
This Standard Operating Procedure will help you to process, review, and finalise 
Orders and Notices of the Administrative Review Tribunal (ART), and close 
matters in LEX.  
The NDIA has a statutory obligation to ensure that, within 28 calendar days of the 
date on which an ART Decision, Order or Notice is received: 
•  a prospective participant is granted access to the Scheme; or  
•  a participant’s plan is approved and implemented. 
1.2 Scope 
This procedure applies nationally across the External Review Branch (ERB) and 
the Information Access and Privacy Branch (IAP) and is to be used by:   
•  Case Managers (CM);  
•  ART Operations Officers; and 
•  the Planning Support Team (PST).  
1.3  Roles and Responsibilities 
The roles and responsibilities set out in the Standard Operating Procedure: 
Document Control apply also to this procedure.  
 
 
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□  3.7.9 Create an Enquiry Case in PACE to have the Plan 
Implementation Case prioritised by National Delivery 
(if required) 
□  3.7.10 Refer the PACE Enquiry Case to National 
Delivery (if required) 
□  3.7.11 Complete the ART Order Implementation 
Interaction in CRM (if required) 
Further Reference: 
□  4 Process Flowchart 
 
 
 
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Locate the participant’s record by selecting the Search Button in the top 
left-hand corner of the screen, and searching by their NDIS Number.  
Once you have located the participant’s or prospective participant’s record, 
select Add Items in the bottom right-hand corner of the screen, and then 
select Inbound Document from the pop-up menu. This will open the 
New Inbound Document webform. 
Use the relevant drop-down menus to complete the webform, as below. 
Description: ART Order 20__/____ <complete ART reference number> 
Document Type: Others 
Priority: Low 
Status: Completed 
Category 1: NDIA Service 
Category 2: Other Form 
Employee Responsible: <your name> 
After completing the required fields, select Upload File in the bottom right-
hand corner of the window. Using the file explorer pop-up window, locate a 
copy of the relevant ART Order or Notice, and select Open. Make sure that 
the document is listed as an attachment. 
To complete the document upload, select Save. 
Proceed to 3.3.3, below. 
3.3.3  Upload the ART Document to PACE 
To begin uploading an ART Document to PACE, locate the participant’s or 
prospective participant’s record. To do so, search by their NDIS Number in 
the search bar at the top of the PACE window. Select the appropriate 
participant’s or prospective participant’s record from the available search 
results under the Accounts tab (centre-screen).  
From the participant’s or prospective participant’s record, navigate to the 
Documents tab, and select Add Documents. Complete the pop-up 
Document Details window as below, and then select Next.  
Document Category: Authorisation 
Document Sub-Category: Legal Order 
Personal Identifiable Information: Yes 
Description: ART <Order / Dismissal / Withdrawal> 20__/____ 
<complete ART reference number> 
Select Upload Files, and using the file explorer pop-up window, locate a 
copy of the relevant ART Order or Notice, and select Open. 
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Make sure that all documents are marked Ready for Upload, and select 
Save. If documents are not ready for upload, or if you encounter an error in 
uploading the document, select Retry. 
The document is now uploaded to PACE. You may now select Close. 
3.4  What further action is required? 
3.4.1  Orders requiring no action 
Dismissal or Withdrawal Notices, or other Orders which seek to dismiss 
an application, do not require further action by the NDIA. Decisions of the 
ART which affirm the decision under review also require no action.  
Proceed to 3.5, below.  
3.4.2  Orders requiring access to the NDIS be granted 
All ART Orders which relate to a decision to grant a prospective 
participant access to the NDIS, must be referred to the Scheme Eligibility 
Branch (SEB). All access decisions are to be actioned in PACE only. 
Proceed to 3.6, below. 
3.4.3  Orders requiring a Plan build 
All ART Orders which relate to a decision to fund one or more supports, 
require that a plan be built and implemented. Refer to 3.1 for guidance 
around when to use CRM and PACE. 
Proceed to 3.7, below. 
3.5  Dismissals and Withdrawals 
Where a matter is dismissed by the ART, withdrawn by a participant or prospective 
participant (or their representative), or affirmed by the ART, you will create a 
closed interaction in CRM (if required) and a closed enquiry case in PACE, 
after you have uploaded copies of the ART Document(s) (3.3).  
3.5.1  Create a closed Interaction in CRM 
Refer to 3.1 for guidance around when to use CRM. 
In the participant’s or prospective participant’s record in CRM, select 
Add Items in the bottom right-hand corner of the screen, and then select 
Interaction from the pop-up menu. This will open the Create Interaction 
(Interaction Record) webform. 
Use the relevant drop-down menus to complete the webform, as below. 
Category 1: Specialised 
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Category 2: AAT  
Category 3: AAT Application – Closed 
Channel: Internal Notes 
Status: Closed 
Notes: AAT Application dismissed / withdrawn <select as appropriate> 
Select Submit in the bottom right-hand corner of the window. 
Proceed to 3.5.2, below. 
3.5.2  Create a closed Enquiry Case in PACE 
From the participant’s or prospective participant’s record in PACE, navigate 
to the Details tab and select Create Enquiry. This will open a new pop-up 
window in which you will record information related to the enquiry. 
Complete the first step, titled Who is Making the Request?, as below, and 
then select Next.   
Requested by: General Enquiry Only  
Case Origin: Internal 
Complete the Enquiry Details as below, and then select Next. 
Date Received: <date on which you received the Notice / Orders > 
Enquiry Type: Other 
Category: General 
Sub Category: Policy/Process Information 
Complete the Risk Matrix by selecting the most appropriate option, and 
then select Next. 
Complete Notes and Next Steps as below, and then select Next. 
Enquiry Notes: ART Application dismissed / withdrawn <select appropriate> 
Enquiry Outcome: Keep enquiry open (do not re-assign) 
Once you have reviewed the information you provided when creating the 
enquiry, select Submit. After selecting Submit, an enquiry case will be 
created. You will be redirected to the Details tab of the case, where you will 
be able to review and, if needed, update the information recorded, by 
selecting the pencil icon next to the field you wish to update.  
Update the case Details as follows: 
Subject: ART Application dismissed / withdrawn <select appropriate> 
Status: Completed 
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Description: ART Application dismissed / withdrawn <select appropriate> 
Closure Reason: Completed - Resolved 
Navigate to the Documents tab of the enquiry case, and select Link 
Documents. Locate the ART Document(s) you uploaded in 3.3.3, above, 
and select the checkbox which appears next to the Document(s). This will 
link the ART Document(s) to the enquiry case in PACE. 
Refer to the Standard Operating Procedure: Closing an ART Matter for 
further procedural guidance. 
3.6 Access 
Matters 
This section is only to be completed where you are in receipt of ART Orders which 
require that a prospective participant be granted access to the NDIS, and after 
you have uploaded copies of the ART Document(s) to PACE (3.3.3).  
SEB (refer to section 3.6.2) is responsible for the intake and assessment of all 
applications seeking access to the NDIS, and for determining whether a 
prospective participant meets the eligibility criteria for access. 
3.6.1  Create an Enquiry Case in PACE 
This section is applicable to all access matters. 
From the prospective participant’s record, navigate to the Cases tab, and 
select New (on the left-hand side of the tab). When prompted, select 
Enquiry, and then select Next. 
Complete the New Case: Enquiry window as below, and then select Save. 
Subject: ART Orders 
Status: New 
Prioritize: <select checkbox> 
Enquiry Description:  
<Participant Name> meets the access criteria under section 21 of the 
NDIS Act, namely: 
1. the age requirements in section 22 
2. the “residence requirements” in section 23 
3. <if applicable> the disability requirements in section 24 with 
impairments in the following categories, attributable to the 
<diagnosis/diagnoses> of <disability/disabilities>: <delete those that 
don’t apply> intellectual, cognitive, neurological, sensory, physical, 
impairments relating to a psychosocial disability 
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4. <if applicable> the early intervention requirements in section 25 with 
<developmental delay> <and> <impairments in the following 
categories attributable to the <diagnosis/diagnoses> or 
<disability/disabilities>: <delete those that don’t apply> intellectual, 
cognitive, neurological, sensory, physical, impairments relating to a 
psychosocial disability>  
For completeness, please send me an email at <email address> once 
implementation is complete.  
Type: Access 
Category: Access Request 
Sub Category: Escalation Enquiry 
Case Reassignment Reason: Referral to other business area 
Internal Comments: <if required> 
After selecting Save, an enquiry case will be created. You will be redirected 
to the Details tab of the case, where you will be able to review and, if 
needed, update the information you entered above, by selecting the pencil 
icon next to the field you wish to update. 
Navigate to the Documents tab of the enquiry case, and select Link 
Documents. Locate the ART Document(s) you uploaded in 3.3.3, above, 
and select the checkbox which appears next to the Document(s). This will 
link the ART Document(s) to the enquiry case in PACE. 
Proceed to 3.6.2, below. 
3.6.2  Refer the PACE Enquiry Case to the Scheme Eligibility Branch (SEB) 
To refer the enquiry to SEB, return to the Details tab, and update the Case 
Owner to National Eligibility Escalation Queue. To update a Case Owner, 
select the icon that appears next to the Case Owner field in the Details tab. 
Refer to the Standard Operating Procedure: Closing an ART Matter for 
further procedural guidance. 
3.7 Planning 
Matters 
This section is only to be completed where you are required to build a plan as part 
of the progression or conclusion of the matter, and after you have uploaded 
copies of any ART Document(s) to LEX and CRM and/or PACE (3.3) (if applicable). 
3.7.1  Refer the matter to TAPIB for Home and Living Supports 
This section is only applicable to ART Orders which concern the provision of home 
and living supports. For all other matters, proceed to 3.7.2. 
The Home and Living Branch is responsible for reviewing support options for 
participants in need of supported living arrangements, such as Specialist 
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Once the plan is approved, from the participant’s record, navigate to the 
Cases tab, and select New (on the left-hand side of the tab). When 
prompted, select Plan Implementation, and then select Next.  
Complete the New Case: Plan Implementation window as below, and then 
select Save. No other changes are necessary. 
Reason for Case Creation: Outcome of an ART Decision 
After selecting Save, a plan implementation case will be created. You will be 
redirected to the Details tab of the case, where you will be able to review 
and, if needed, update the information recorded, by selecting the pencil icon 
next to the field you wish to update. 
Complete Handover Notes  
Navigate to the Handover Notes tab of the plan implementation case. 
Select all applicable options relating to the implementation of the plan, and 
answer the relevant questions, when prompted.   
Answer the final question under Supporting Notes, ‘Is there anything else 
to let the plan implementer know about?’, as below, and then select Save.  
Plan has been approved by <User ID> on <date of plan approval> 
Primary Disability: <input> 
Streaming: <input> 
Plan management: <input> 
Support Coordination/Psychosocial Recovery Coach: <Y/N> 
The Plan has been approved for <number> months, due to 
unscheduled review conducted in accordance with ART Order 
<20__/____> <complete ART reference number>. 
S 103(2): <remove if not necessary>  
NOTE: This ART Matter has been finalised. For information regarding 
the supports included as per the ART Order, or implementation of the 
plan, please contact Case Manager <your name>. For any future 
planning matters, please direct all correspondence to the Region. 
S 85(1): <remove if not necessary> 
This decision was made pursuant to a remittal by the Administrative 
Review Tribunal, pursuant to s 85(1) the Administrative Review 
Tribunal Act 2024. Upon reconsideration, I have decided to vary the 
statement of participant supports to provide continued access to 
supports, while the matter remains in the Tribunal, by changing the 
review date; and by providing for pro-rata funding of supports, as set 
out in the revised plan. I note that the effect of the reconsideration is to 
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vary the statement of participant supports that is under review by the 
Tribunal, rather than make a new statement of participant supports. 
S 48: <remove if not necessary> 
Upon reconsideration, I have decided to set aside the statement of 
participant supports by way of a s 48 to provide continued access to 
supports <and/or> to provide new R&N supports <remove if not 
necessary>, whilst the matter remains in the Tribunal, by: 
•  changing the review date;  
•  providing supports pro-rata for <number> months; 
• providing 
<new / additional> R&N funded supports of: 
<list new or additional supports funded>. It has been 
determined that these supports meet the R&N criteria based 
on <legal / TAPIB / H&L> advice, and objective oversight by 
an <EL1 / EL2>, External Reviews Branch.  
Please contact Case Manager <your name> for any information 
regarding the supports included in this plan. 
Log an Activity Note 
Navigate to the Activity tab of the implementation case (on the right-hand 
side of the screen), and under the Log Activity sub-tab, select Create new... 
Use the relevant drop-down menus to create a new activity note, as below, 
and then select Save. 
Activity Type: Internal Note 
Outcome: Not Applicable 
Subject: Internal Communication 
Comments: <copy the case handover notes, entered as per Complete 
Handover Notes> 
Upload a copy of the plan to the Implementation Case 
Navigate to the Documents tab of the implementation case, and select Add 
Documents. Complete the pop-up Document Details window as below, and 
then select Next.   
Document Category: Participant Communication 
Document Subcategory: General Communication 
Personal Identifiable Information: Yes 
Description:  Plan approved <date of plan approval> to implement 
ART Orders  
Select Upload Files, and using the file explorer pop-up window, locate a 
copy of the relevant participant plan, and select Open. 
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Make sure that all documents are marked Ready for Upload, and select 
Save. If documents are not ready for upload, or if you encounter an error in 
uploading the document, select Retry. 
The document is now uploaded to PACE. You may now select Close.  
Proceed to 3.7.8, below. 
3.7.8  Refer the PACE Plan Implementation Case 
Plan implementation cases must be routed to either the MyNDIS Pool 
Queue (for participants with an Agency assigned My NDIS Contact) or to the 
My NDIS Contact (for participants with a partner, CSN or YPIRAC staff 
member assigned My NDIS Contact). For further information and guidance, 
refer to the KA: Case Permissions and Routing – Plan Implementation Case.      
To refer the plan implementation case, return to the Details tab of the plan 
implementation case, and update the Case Owner. To update a Case 
Owner, select the icon that appears next to the Case Owner field in the 
Details tab of the plan implementation case.    
3.7.9  Create an Enquiry Case in PACE to have the Plan Implementation 
Case prioritised by National Delivery 
This section is only applicable where plan the implementation case created in 3.7.8 
above, is to be routed to the MyNDIS Pool Queue.  
The purpose of this section is to create an enquiry case in PACE, to ensure 
that the plan implementation case is prioritised by the appropriate National 
Delivery state-based implementation queue. 
From the participant’s record, navigate to the Cases tab, and select New (on 
the left-hand side of the tab). When prompted, select Enquiry, and then 
select Next. 
Complete the New Case: Enquiry window as below, and then select Save. 
Subject: ART Plan Approved<date of plan approval> 
Type: Other 
Category: General 
Sub Category: Policy/Process Information 
Internal Comments: <if required> 
After selecting Save, an enquiry case will be created. You will be redirected 
to the Details tab of the case, where you will be able to review and, if 
needed, update the information recorded, by selecting the pencil icon next to 
the field you wish to update. 
Proceed to 3.7.10, below. 
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4. Process  Flowchart 
 
 
 
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