At Credability Systems, supporting Plan Managers through change is what we do best. Our ISO 27001:2022 certified platform processes tens of thousands of NDIS claims daily, and we’re committed to making the PACE transition seamless for Australia’s Plan Management businesses.
If you’re associated with the NDIS in any way, then chances are you’ve heard of the new PACE computer system currently being rolled out. PACE is essentially a new CRM system, portal, and payment system, although the payments haven’t been activated yet. The end goal is to design a system that is more user-friendly and efficient for Plan Managers, Support Coordinators and Service providers, so they can focus more of their time on caring for and supporting Participants. It also provide the NDIA with much more flexibility around plans, meaning (hopefully) longer plans and less reviews.
As Australia’s trusted NDIS software provider, we’ve been at the forefront of PACE integration, helping our clients transition smoothly throughout this change. Our Planability platform has been PACE-ready since April 2023, making us one of the first providers to support both PRODA and PACE systems simultaneously.
What is the timeline?
The trial started in November 2022, with a geographical test area in Tasmania.
Following that trial, a gradual national rollout commenced on 30th October 2023.
From February 2024, all expiring Plans will start to progressively transition to PACE. The NDIA expect this to take 18 months to fully transition to the new system (Aug 2025). As with any Government project, these times are subject to change, and we can only provide you with the latest information publicly available.
Update October 2025: The PACE is still rolling out across Australia, with the majority of NDIS participants now managed through the new system. Plan Managers using Planability have experienced seamless integration throughout this transition period, with our Real-Time API connectivity ensuring uninterrupted service delivery.
What are the key changes?
It’s important to note that the introduction to PACE doesn’t change the fundamentals of the NDIS. There are changes being made to some processes that Plan Managers should familiarise themselves with, but there are also more improvements being added regularly that may not be captured here. Understanding these changes is crucial for maintaining efficient NDIS claim management and ensuring smooth participant service delivery.
No More Service Bookings
NDIS plans in PACE won’t have service bookings. Instead, the NDIS has introduced MyProviders for some Participants and categories. For Plan-Managed Participants, only the plan manager needs to be recorded as a MyProvider. This streamlined approach simplifies the administrative burden on Plan Managers while maintaining comprehensive oversight of participant budgets.
Recording and Changing Plan Managers
Plan Managers need to be recorded as a MyProvider AND as a Plan Manager. This is currently done by the Participant or their nominee contacting the National Contact Centre (NCC), or a Plan Manager can request through the my NDIS provider portal that a participant would like to record them as a plan manager on their plan.
When a Participant changes Plan Manager, the existing record is end-dated, and new record is created. From that date, claims will only be able to be submitted by the current Plan Manager, but they can submit claims for any period from a participant’s first plan in the new computer system. This ensures clear accountability and prevents duplicate claim submissions.
Tip: Ensure your Participants have all the information they need before calling the contact centre. They will need your Organisation Name, NDIS Provider Registration Number, and Contact details. Consider adding this to your email signature, or creating a flyer to provide to new Participants with instructions.
Tip: Ensure the relationship is recorded from the start of the plan. This way, you’ll be able to process invoices from anytime throughout the duration of the plan. This is particularly important for maintaining continuous Real-Time claims processing through our integrated system.
New Support Categories and Items
There will now be 4 Support Types and 21 Support Categories. You can view the summary of changes here. These updated categories provide greater flexibility in how supports are allocated and claimed, allowing for more personalised participant care.
New Provider Portal and Visible Information
All existing providers who access the myplace provider portal will be able to access the myNDIS provider portal. With consent, Plan Managers will be able to see if a participant has any self and Agency-managed supports, as well as how much funding is available in the participant’s plan for their fees. This enhanced transparency supports better budget management and more informed decision-making for Plan Managers. Our NDIS claim management software seamlessly integrates this portal data.
Participant Check-ins, Variations and Reviews
Participants circumstances can change, and with PACE this is handled a little differently, with three common terms:
- Check-In: These can be scheduled or unscheduled to ensure everything is still running smoothly. A scheduled check-in will be done approximately annually, whereas unscheduled check-ins can be triggered by a variety of events, such as under or overspending. These regular touchpoints help maintain plan spending.
- Plan Variation: A great thing about PACE is that small variations such as goals, contact information, fund management method, crisis or emergency funding can be made easily. This increased flexibility reduces the need for full plan reassessments.
- Plan Reassessment: A new plan may still be issued by way of a plan reassessment if plans no longer meet Participants’ needs or their support needs change. Understanding when to request reassessments is crucial for optimal participant outcomes.
Tip: These plan variations are great for flexibility, however Plan Managers should be vigilant about monitoring which support categories were included in the plan during which period to avoid claim errors.
Planability’s inclusion of historical budgets helps you stay on top of plan variations and prevent common claiming mistakes.
How does Planability manage PACE: Real-Time Integration
How does Planability has been fully operational with PACE APIs since April 2023, making us one of the first platforms ready for the transition. Our clients are already successfully managing tens of thousands of PACE participants with zero disruption to their workflows. As a NDIA Aggregator, we maintain the highest standards of data security and system reliability.
There are no changes to the claims or payments process when managing a PACE participant. The direct integration allows for “Real-Time” claims processing across both PRODA and PACE systems, through one unified dashboard. Updates have been made to easily identify when a participant plan is managed through PACE, as well as viewing Participant goals and approved budgets in real-time. Our ISO 27001:2022 certified infrastructure ensures your data remains secure throughout all transactions.
Key benefits for Plan Managers using Planability with PACE:
- Instant claim validation against both PRODA and PACE systems
- Automatic system detection – no manual switching required between platforms
- Live visibility of PACE plan variations and budget changes
- Comprehensive audit trails for compliance and reporting
- Dedicated Australian-based support team with extensive knowledge of PACE-related queries
Our NDIS software solutions are specifically designed to handle the complexities of both legacy and new NDIS systems, ensuring you’re equipped for any future transitions.
We’ve created a short video for you to see how PACE works with our software:
Watch how our clients are saving hours per week on administrative tasks through seamless PACE integration. The “Real-Time” processing eliminates the need for batch uploads and substantially reduces claim rejection rates.
Where can I find more information?
At Credability Systems, we’ve been keeping ourselves updated on everything PACE. There are plenty of resources available, but our suggestion for Plan Managers is visit the dedicated page specifically for Plan Managers to download the NDIA material first, which takes you through everything you need to know.
Visit the NDIS PACE Website:
