FOI 20/21-0657
DOCUMENT 37.1
Channel Management Branch
Example: NDIA National Contact Centre
NCC Telephony Queue and Interactive
Voice Recording (IVR)
Welcome message
Welcome to the National Disability Insurance Agency. Please listen carefully, as our menu
options have recently changed (Note: message will return to standard greeting ‘Welcome to the
National Disability Insurance Agency’ from May 2020).
Caller options
If you are calling about requesting access to the NDIS, or following up on the progress
of an application, press 1
If you are calling about an existing NDIS record or have an enquiry about an existing
plan, press 2
If you are provider, calling on behalf of a participant or calling about your provider
record, press 3
If you are calling regarding the myplace portal, including issues and errors, press 4.
On hold messaging
Please hold while I transfer you, this call may be recorded or listened to for quality and
coaching purposes, if you don’t want this call to be recorded please let us know
To improve our services and your experience with the NDIS, you may be asked to
complete a confidential automated short survey after you have finished speaking with
one of our operators
This is a short survey and should take less than 2 minutes to complete. We may also
contact you after this call at a later date to further discuss your experience today
For further information about either of these surveys, please ask the operator that you
speak with today
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Channel Management Branch
Outline of caller options and messages
The four main caller options on the NCC telephony queue are listed. The next level of options
for caller selection are listed with each main caller options. The messages a person will hear
for each of their selected options are also listed.
Option 1 New Participant
If you are calling about a new application to seek access to the NDIS Press 1
Message: Did you know you can check your eligibility online. If you want to know more,
visit www.ndis.gov.au and refer to our Eligibility Checklist under the ‘applying’ section
from the home page.
If you calling about the progress of an application Press 2
Message: We appreciate your call and understand you may have questions about the
progress of your access request. If you have submitted an access request already, a
representative will contact you to let you know the outcome, or ask for more information
to support your access request. If you are currently receiving disability services, these
will continue until you have transitioned into the NDIS. If you are not currently accessing
any disability services, please go to the NDIS website www.ndis.gov.au for information
on services in your area. To speak with an operator please continue to hold and
someone will be with you as soon as possible
Option 2 Existing Participant
If you are calling to enquire about an existing NDIS plan, or have another enquiry Press 1
Message: Did you know there are a range of fact sheets and publications available on
the NDIS website www.ndis.gov.au that provide detailed information and advice
regarding developing, starting and managing your plan.
If you are calling to request a plan review Press 2
Message: Did you know you can submit your plan review electronically via email? For
more information, visit www.ndis.gov.au, and select ‘how to review a planning decision’
under the ‘for participants’ section from the home page.
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Channel Management Branch
Option 3 Provider
If you are a provider calling on behalf of a participant Press 1
Message: For a detailed step by step guide on how to register as a provider or support
for existing providers please refer to the Provider Toolkit on the NDIS website
www.ndis.gov.au.
Option 4 Portal Support
If you are calling because you are a new user of the myplace portal, or calling about a general
enquiry with the portals Press 1
Message: Did you know there are a range of fact sheets and publications available on
the NDIS website www.ndis.gov.au that provide detailed information and advice
regarding developing, starting and managing your plan.
If you are calling about technical assistance with the myplace portal, including issues and
errors Press 2
Message: Did you know that you can search ‘’How to use the myplace portal’ from the
NDIS website, www.ndis.gov.au. You can refer to the self help guide to myplace system
messages and error codes for a list of common issues.
Messages on queues
Continuous loop of messages with 30 seconds between each announcement.
Thank you for holding, your call has been queued, and someone will be with you as
soon as possible.
Thank you for your patience. All our staff are still on other calls, and will be with you as
soon as possible.
Thank you for continuing to hold, your call is important to us. All of our staff are still on
other calls, and someone will be with you shortly.
The NDIA request respectful communication during your call. All NDIA employees have
the right not to be subjected to any abusive language, behaviour or abuse that includes
threats of physical harm or violence, religious, cultural or racial insults or any other
derogatory remarks. Such conduct may lead to termination of your call.”
Thank you for calling the National Disability Insurance Agency. We are currently
experiencing higher than normal call demand, and there may be a delay to answer your
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Channel Management Branch
call. You can find information available on our website by visiting www.ndis.gov.au,
please hold.
Out of hours message
Thank you for calling the National Disability Insurance Agency. Our office is currently closed.
Our Contact Centre hours are 8:00 am - 8:00 pm, Monday to Friday excluding Public Holidays.
You can visit our website at ndis.gov.au. If you require emergency assistance outside of these
hours, please call either 000 for emergency services or Lifeline on 13 11 14.
Emergency messages
List of manually activated emergency messages
Unfortunately, due to an emergency, we cannot take your call at this time. Please try
again later. If you require emergency assistance, please call either 000 for emergency
services, or Lifeline on 13 11 14.
Thank you for calling the National Disability Insurance Agency, We are currently
experiencing system issues which may impact your wait time, and we may be unable to
service your call. You can choose to either wait on line, or you may wish to call back at
a later time. We thank you for your patience.
Thank you for calling the National Disability Insurance Agency. Unfortunately due to
unexpected events at our National Contact Centre, we are unable to take answer your
call at this time. Please try again later. We thank you for your patience. If you require
emergency assistance, please hang up and dial 000, or Lifeline on 13 11 14.
Thank you for calling the National Disability Insurance Agency. We are currently
experiencing higher than normal call demand, and there may be a delay to answer your
call. You can find information available on our website by visiting www.ndis.gov.au,
please hold.
Thank you for calling the National Disability Insurance Agency. We are currently aware
of issues affecting the Participant myplace portal, and are investigating this a matter of
priority. You do not need to report these issues at this stage. For all other enquiries,
please hold.
Thank you for calling the National Disability Insurance Agency. We are currently aware
of issues affecting the Provider myplace portal, and are investigating this a matter of
priority. You do not need to report these issues at this stage. For all other enquiries,
please hold.
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Good Morning NCC,
Updates have been made to both the NCC CSO Manual and CSO Manual Section 1:About the NDIS, NDIA and NCC and
now include information on the recent IVR and Telephony queue changes and Reporting telephony and system problems
Reporting telephony and system problems
You are responsible for quickly reporting any issues or problems with the NCC telephony system and NDIA business
systems. This includes feedback from customers. Your timely reporting means an investigation can be made as soon as
possible and we can minimise any impacts on our customers and CSOs. Systems include the:
NDIA Business System (CRM)
NDIS website
NDIA intranet
Participant and Provider portals
Outlook and;
any other internal NCC systems.
You are to report problems to your team leader who will advise you if this is a known or unknown problem.
You are not to initiate or use any unapproved workaround processes including phone-calls, emails or skype messages to
NDIA staff and partners.
An Agency approved workaround to your current call handling instructions may be put in place and will be communicated by
your Team Leader and by a notice on the NCC Notices intranet page.
It also includes links to the below Example: NDIA National Contact Centre NCC Telephony Queue and Interactive Voice
Recording (IVR)
Example: NDIA National Contact Centre NCC Telephony Queue and
Interactive Voice Recording (IVR)
Welcome message
Welcome to the National Disability Insurance Agency. Please listen carefully, as our menu options have recently changed
(Note: message will return to standard greeting ‘Welcome to the National Disability Insurance Agency’ from May 2020).
Caller options
If you are calling about requesting access to the NDIS, or following up on the progress of an application, press 1
If you are calling about an existing NDIS record or have an enquiry about an existing plan, press 2
If you are provider, calling on behalf of a participant or calling about your provider record, press 3
2
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If you are calling regarding the myplace portal, including issues and errors, press 4.
On hold messaging
Please hold while I transfer you, this call may be recorded or listened to for quality and coaching purposes, if you don’t
want this call to be recorded please let us know
To improve our services and your experience with the NDIS, you may be asked to complete a confidential automated
short survey after you have finished speaking with one of our operators
This is a short survey and should take less than 2 minutes to complete. We may also contact you after this call at a
later date to further discuss your experience today
For further information about either of these surveys, please ask the operator that you speak with today
Outline of caller options and messages
The four main caller options on the NCC telephony queue are listed. The next level of options for caller selection are listed
with each main caller options. The messages a person will hear for each of their selected options are also listed.
Option 1 New Participant
If you are calling about a new application to seek access to the NDIS Press 1
Message: Did you know you can check your eligibility online. If you want to know more, visit www.ndis.gov.au and
refer to our Eligibility Checklist under the ‘applying’ section from the home page.
If you calling about the progress of an application Press 2
Message: We appreciate your call and understand you may have questions about the progress of your access
request. If you have submitted an access request already, a representative will contact you to let you know the
outcome, or ask for more information to support your access request. If you are currently receiving disability services,
these will continue until you have transitioned into the NDIS. If you are not currently accessing any disability services,
please go to the NDIS website www.ndis.gov.au for information on services in your area. To speak with an operator
please continue to hold and someone will be with you as soon as possible
Option 2 Existing Participant
If you are calling to enquire about an existing NDIS plan, or have another enquiry Press 1
Message: Did you know there are a range of fact sheets and publications available on the NDIS website
www.ndis.gov.au that provide detailed information and advice regarding developing, starting and managing your plan.
If you are calling to request a plan review Press 2
Message: Did you know you can submit your plan review electronically via email? For more information, visit
www.ndis.gov.au, and select ‘how to review a planning decision’ under the ‘for participants’ section from the home
page.
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Option 3 Provider
If you are a provider calling on behalf of a participant Press 1
Message: For a detailed step by step guide on how to register as a provider or support for existing providers please
refer to the Provider Toolkit on the NDIS website www.ndis.gov.au.
Option 4 Portal Support
If you are calling because you are a new user of the myplace portal, or calling about a general enquiry with the portals Press
1
Message: Did you know there are a range of fact sheets and publications available on the NDIS website
www.ndis.gov.au that provide detailed information and advice regarding developing, starting and managing your plan.
If you are calling about technical assistance with the myplace portal, including issues and errors Press 2
Message: Did you know that you can search ‘’How to use the myplace portal’ from the NDIS website,
www.ndis.gov.au. You can refer to the self help guide to myplace system messages and error codes for a list of
common issues.
Messages on queues
Continuous loop of messages with 30 seconds between each announcement.
Thank you for holding, your call has been queued, and someone will be with you as soon as possible.
Thank you for your patience. All our staff are still on other calls, and will be with you as soon as possible.
Thank you for continuing to hold, your call is important to us. All of our staff are still on other calls, and someone will
be with you shortly.
The NDIA request respectful communication during your call. All NDIA employees have the right not to be subjected
to any abusive language, behaviour or abuse that includes threats of physical harm or violence, religious, cultural or
racial insults or any other derogatory remarks. Such conduct may lead to termination of your call.”
Thank you for calling the National Disability Insurance Agency. We are currently experiencing higher than normal call
demand, and there may be a delay to answer your call. You can find information available on our website by visiting
www.ndis.gov.au, please hold.
Out of hours message
Thank you for calling the National Disability Insurance Agency. Our office is currently closed. Our Contact Centre hours are
8:00 am - 8:00 pm, Monday to Friday excluding Public Holidays. You can visit our website at ndis.gov.au. If you require
emergency assistance outside of these hours, please call either 000 for emergency services or Lifeline on 13 11 14.
Emergency messages
List of manually activated emergency messages
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Unfortunately, due to an emergency, we cannot take your call at this time. Please try again later. If you require
emergency assistance, please call either 000 for emergency services, or Lifeline on 13 11 14.
Thank you for calling the National Disability Insurance Agency, We are currently experiencing system issues which
may impact your wait time, and we may be unable to service your call. You can choose to either wait on line, or you
may wish to call back at a later time. We thank you for your patience.
Thank you for calling the National Disability Insurance Agency. Unfortunately due to unexpected events at our
National Contact Centre, we are unable to take answer your call at this time. Please try again later. We thank you for
your patience. If you require emergency assistance, please hang up and dial 000, or Lifeline on 13 11 14.
Thank you for calling the National Disability Insurance Agency. We are currently experiencing higher than normal call
demand, and there may be a delay to answer your call. You can find information available on our website by visiting
www.ndis.gov.au, please hold.
Thank you for calling the National Disability Insurance Agency. We are currently aware of issues affecting the
Participant myplace portal, and are investigating this a matter of priority. You do not need to report these issues at this
stage. For all other enquiries, please hold.
Thank you for calling the National Disability Insurance Agency. We are currently aware of issues affecting the
Provider myplace portal, and are investigating this a matter of priority. You do not need to report these issues at this
stage. For all other enquiries, please hold.
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Regards,
s22(1)(a)(ii) - irrelevant material
Quality Team
National Contact Centre
National Disability Insurance Agency
s22(1)(a)(ii) - irrelevant material
Visit www.ndis.gov.au to find out how to get NDIS Ready
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