Branch specific risk assessment, escalation and prioritisation internal documents
Dear National Disability Insurance Agency,
I am requesting access under the Freedom of Information Act 1982 (FOI Act), to the following documents:
[ START SCOPE OF REQUEST ]
All current internal “Risk Assessment” and “Escalation and Prioritisation Matrix” (or similar) documents (including knowledge articles, standard operating procedures, guidelines, tables, checklists, forms and templates) held by the:
1. Review Branch (possibly also known as the Internal Review Branch)
2. Scheme Eligibility Branch
3. National Early Childhood Branch
4. Complex Support Needs Branch
5. Participant Safeguarding Response Branch
6. Technical Advice and Practice Improvement Branch
7. Performance, Quality and National Workload Management Branch
Please include all identified documents in full, I consider all parts of a document to be relevant. This also includes the 'version control' information for every document.
[ END SCOPE OF REQUEST ]
Yours faithfully,
Elias
Thank you for your email to the National Disability Insurance Agency
(NDIA) Freedom of Information (FOI) team.
Please note: due to a high volume of requests, our ability to respond to
you in a timely manner may be affected. We will action your request as
soon as possible and will endeavour to process your matter within the
legislative deadlines. We may need to seek your agreement to an extension
of time. We appreciate your understanding if this is required.
Participant Information
Did you know the NDIA has other ways to access the documents and
information that we hold?
Participants, Guardians and Nominees can obtain copies of some participant
information through our National Contact Centre (NCC). For more
information about what’s available through the NCC, please contact 1800
800 110.
Please visit our [1]Access to Information webpage to find out more about
accessing information through:
* The [2]Participant Information Access (PIA) scheme
* The [3]Information Publication Scheme (IPS)
* The [4]myplace portal for participants
* The [5]myplace portal for providers
Access to Data
You can also request data and statistics. Please visit our [6]Data and
insights webpage page for further information.
If you are able to obtain your information from a source listed above, you
can withdraw your FOI request by emailing [7][NDIA request email]
Further Information
Information about how to make an FOI request can be found on our website:
[8]Freedom of Information
Should you have a query unrelated to FOI, please contact the Agency by
email at [9][email address] or via webchat at [10]ndis.gov.au.
Alternatively, you can also contact us by phoning 1800 800 110.
Kind regards
Freedom of Information Team
Complaints Management & FOI Branch
General Counsel Division
National Disability Insurance Agency
E [11][NDIA request email]
The NDIA acknowledges the Traditional Custodians of Country throughout
Australia and their continuing connection to land, sea and community. We
pay our respects to them and their cultures and to Elders past, present
and emerging.
References
Visible links
1. https://www.ndis.gov.au/about-us/policie...
2. https://www.ndis.gov.au/about-us/policie...
3. https://www.ndis.gov.au/about-us/policie...
4. https://www.ndis.gov.au/participants/usi...
5. https://www.ndis.gov.au/providers/workin...
6. https://data.ndis.gov.au/
7. mailto:[NDIA request email]
8. https://www.ndis.gov.au/about-us/policie...
9. mailto:[email address]
10. https://www.ndis.gov.au/
11. mailto:[NDIA request email]
Dear Elias,
Freedom of Information Request: Acknowledgement
Thank you for your request of 16 June 2025, made under the Freedom of Information Act 1982 (FOI Act), for copies of documents/information held by the National Disability Insurance Agency (NDIA).
Scope of your Request
You have requested access to:
“ … All current internal “Risk Assessment” and “Escalation and Prioritisation Matrix” (or similar) documents (including knowledge articles, standard operating procedures, guidelines, tables, checklists, forms and templates) held by the:
1. Review Branch (possibly also known as the Internal Review Branch)
2. Scheme Eligibility Branch
3. National Early Childhood Branch
4. Complex Support Needs Branch
5. Participant Safeguarding Response Branch
6. Technical Advice and Practice Improvement Branch
7. Performance, Quality and National Workload Management Branch
Please include all identified documents in full, I consider all parts of a document to be relevant. This also includes the 'version control' information for every document.…..”
Processing Timeframes
In accordance with section 15(5)(b) of the FOI Act, a 30-day statutory period for processing your request commenced from 17 June 2025. This 30-day period expires on 17 July 2025.
The 30-day period can be extended in a number of ways, including with your agreement.
Extension of Time Request:
Unfortunately, it is currently taking us a little longer than 30 days to process FOI requests due to a very high volume of incoming matters. I am therefore seeking your agreement to a 30-day extension of time under section 15AA of the FOI Act. If you agree to this extension, the new due date for us to decide on your request will be 16 August 2025.
Please let us know if you agree by COB Thursday 26 June 2025.
Explanation of Extension of Time Request:
The reason I am seeking an extension of time is to ensure I preserve your review rights under the FOI Act.
FOI applicants are normally entitled to exercise a right of internal review if they are unsatisfied with the outcome of an FOI decision. However, this right of review lapses if a FOI decision is not made within the statutory timeframe. This is because if an agency doesn’t issue their decision within the statutory timeframe, they are deemed to have refused the request for documents. If this situation happens, it will limit your options for formal review to only contacting the OAIC.
You are not obligated to agree to this request, you would still retain your review rights with our regulatory body OAIC (Office of the Australian Information Commission).
Irrelevant Information
Section 22 of the FOI Act allows an Agency to redact information from documents if that information would reasonably be regarded as irrelevant to a request for access.
Given the nature of your request, it does not seem that NDIA staff members’ surnames and contact details would be relevant to you. Can you please send me a reply email confirming that such details are irrelevant to your request for access?
Action Required
1. Can I please request a response regarding our request for a 30 day extension of time, by COB Thursday 26 June 2025.
Next steps
I have completed some preliminary work on your request, however your matter will be allocated to an authorised FOI decision-maker for any further action. The decision-maker may need to contact you to discuss a range of matters, including refining the scope of your request.
We will contact you using the email address you have provided. Please advise if you would prefer us to use an alternative means of contact.
In the meantime, if you have any questions or need help, please contact us at [NDIA request email].
Regards,
Saoirse
She/Her
Triage Officer – Triage and Early Resolution
Information Release, Privacy and Legal Operations Branch
Reviews and Information Release Division
National Disability Insurance Agency
E [NDIA request email]
The NDIA acknowledges the Traditional Custodians of Country throughout Australia and their continuing connection to land, sea and community. We pay our respects to them and their cultures and to Elders past, present and emerging.
Dear foi,
Has this request been assigned to a decision maker?
I haven't received any communication from the NDIA since June 24th 2025.
I denied an extension for this request from the original deadline of July 17th to August 16th. Both dates have long passed.
You have had this request for 3 months now, please respond without further delay.
Yours sincerely,
Elias
Dear Elias,
I refer to your below correspondence.
I acknowledge that we have failed to meet the 30-day statutory deadline
for providing you with a decision on your request. That deadline expired
on 17 July 2025.
I apologise for the lack of update provided to you by the FOI team and
acknowledge your frustrations in relation to this. The volume of requests
we have, and continue to receive, has regrettably impacted on timeframes
for response, however, I have been informed your request has been assigned
to a decision maker and we are working to address each one in a logical
and timely manner and I can assure you that this approach will be taken to
your current request.
I apologise again for the delay you are experiencing, and I thank you for
your patience and understanding.
Kind Regards
Wendy (WTN314)
Triage Officer – Triage and Early Resolution
Information Release, Privacy and Legal Operations Branch
Reviews and Information Release Division
National Disability Insurance Agency
[1][NDIA request email]
[2]NDIA logo
[3]LGBTIQA+ rainbow graphic
The NDIA acknowledges the Traditional Custodians of Country throughout
Australia and their continuing connection to land, sea and community. We
pay our respects to them and their cultures and to Elders past, present
and emerging.
Dear Elias
Thank you for your request for information and my apologies for the delays
in processing this matter for you.
Please find attached correspondence in relation to your request. If you
require this in a different format, please let us know.
Please contact us at [1][NDIA request email] if you have any questions or
require help.
Kind regards
Helen (HLL533)
Senior Freedom of Information Officer
Information Release, Privacy and Legal Operations Branch
Reviews and Information Release Division
National Disability Insurance Agency
E: [2][NDIA request email]
[3]Title: NDIS delivered by the National Disability Insurance Agency
[4]LGBTIQA+ rainbow graphic
The NDIA acknowledges the Traditional Custodians of Country throughout
Australia and their continuing connection to land, sea and community. We
pay our respects to them and their cultures and to Elders past, present
and emerging.
[5]Aboriginal and Torres Strait Islander flags graphic
References
Visible links
1. mailto:[NDIA request email]
2. mailto:[NDIA request email]
4. https://intranet.ndiastaff.ndia.gov.au/h...
Dear Helen,
I wish to consult with you on resolving the practical refusal.
Would reducing the scope of the request to include only two branches be sufficient?
- Technical Advice and Practice Improvement Branch
- Performance, Quality and National Workload Management Branch
Yours sincerely,
Elias
Dear Elias
Thank you for your email.
In September 2025, we carried out preliminary consultations with the
internal business areas specified in your original request.
On 23 September 2025, we received a response from Technical Advice and
Practice Improvement Branch (TAPIB), who advised that there would likely
be in excess of 200 pages of documents falling within scope of your
request for risk assessment, escalation and prioritisation matrices,
including knowledge articles, standard operating procedures, guidelines,
tables, checklists, forms and templates. TAPIB advised that the scope
could be made manageable if confined to documents relating to a specific
topic.
On the same day, we received a response from National Operations and
Performance, who advised that they would hold more than 500 pages of
documents falling within the scope of your request.
That being the case, I do not consider that reducing the scope of your
request to include only those documents held by TAPIB and National
Operations would remove the practical refusal reason that currently
exists.
The role of TAPIB is to:
* provide advice that enables Agency staff to consistently interpret and
apply the National Disability Insurance Scheme Act 2013, the Rules
made under that Act and operational guidelines
* ensure supports are evidence-based and align with best practice
guidelines
* enables Agency staff to make transparent decisions and explain those
decisions to NDIS participants.
The National Operations and Performance Division comprises 3 branches:
Performance Quality and National Workload Management, Home and Living, and
TAPIB. The role of Performance Quality and National Workload Management is
to deliver reporting and insights about:
* continuous improvement
* quality
* performance
* sustainability
* workload
* workforce management.
I hope this information assists you to devise a more targeted FOI request
and ask that, if you wish to do that, you do so by 5PM, 20 October 2025.
If you would like to discuss your request, please let me know your best
phone number and options for days and times when you will be available to
take a call.
Please note that, if I do not hear from you by 5PM on 20 October 2025, I
will finalise your request.
Regards
Helen [HIL533]
She/Her
Freedom of Information Officer
Information Release, Privacy and Legal Operations Branch
Reviews and Information Release Division
National Disability Insurance Agency
The NDIA acknowledges the Traditional Custodians of Country throughout
Australia and their continuing connection to land, sea and community. We
pay our respects to them and their cultures and to Elders past, present
and emerging.
Dear Elias
Thank you for your request for information.
Please find attached correspondence in relation to your request. If you
require this in a different format, please let us know.
Please contact us at [1][NDIA request email] if you have any questions or
require help.
Regards
Helen [HIL533]
She/Her
Freedom of Information Officer
Information Release, Privacy and Legal Operations Branch
Reviews and Information Release Division
National Disability Insurance Agency
[2]NDIA logo
[3]LGBTIQA+ rainbow graphic
The NDIA acknowledges the Traditional Custodians of Country throughout
Australia and their continuing connection to land, sea and community. We
pay our respects to them and their cultures and to Elders past, present
and emerging.
[4]Aboriginal and Torres Strait Islander flags graphic
From: foi <[NDIA request email]>
Sent: 15 October 2025 15:21
To: 'Elias' <[FOI #13302 email]>
Subject: RE: FOI 24/25-2260 [LEXD 885] – Communication - Request for
Consultation [SEC=OFFICIAL]
Dear Elias
Thank you for your email.
In September 2025, we carried out preliminary consultations with the
internal business areas specified in your original request.
On 23 September 2025, we received a response from Technical Advice and
Practice Improvement Branch (TAPIB), who advised that there would likely
be in excess of 200 pages of documents falling within scope of your
request for risk assessment, escalation and prioritisation matrices,
including knowledge articles, standard operating procedures, guidelines,
tables, checklists, forms and templates. TAPIB advised that the scope
could be made manageable if confined to documents relating to a specific
topic.
On the same day, we received a response from National Operations and
Performance, who advised that they would hold more than 500 pages of
documents falling within the scope of your request.
That being the case, I do not consider that reducing the scope of your
request to include only those documents held by TAPIB and National
Operations would remove the practical refusal reason that currently
exists.
The role of TAPIB is to:
o provide advice that enables Agency staff to consistently interpret and
apply the National Disability Insurance Scheme Act 2013, the Rules
made under that Act and operational guidelines
o ensure supports are evidence-based and align with best practice
guidelines
o enables Agency staff to make transparent decisions and explain those
decisions to NDIS participants.
The National Operations and Performance Division comprises 3 branches:
Performance Quality and National Workload Management, Home and Living, and
TAPIB. The role of Performance Quality and National Workload Management is
to deliver reporting and insights about:
o continuous improvement
o quality
o performance
o sustainability
o workload
o workforce management.
I hope this information assists you to devise a more targeted FOI request
and ask that, if you wish to do that, you do so by 5PM, 20 October 2025.
If you would like to discuss your request, please let me know your best
phone number and options for days and times when you will be available to
take a call.
Please note that, if I do not hear from you by 5PM on 20 October 2025, I
will finalise your request.
Regards
Helen [HIL533]
She/Her
Freedom of Information Officer
Information Release, Privacy and Legal Operations Branch
Reviews and Information Release Division
National Disability Insurance Agency
The NDIA acknowledges the Traditional Custodians of Country throughout
Australia and their continuing connection to land, sea and community. We
pay our respects to them and their cultures and to Elders past, present
and emerging.