FAQs for NDIS Providers - Understanding PACE

The NDIS has introduced a new system called PACE, which replaces the old computer system, often referred to as “the portal". PACE has brought significant changes to how participants and providers access information, manage plans, and interact with the scheme. Below are the most common questions people have about the new PACE system and how it affects them.

What is PACE?

PACE is the NDIS’s new computer system used to manage participant plans, make claims, store information, and communicate with providers. It is designed to be more modern, more secure, and easier to use than the previous portal. PACE supports the NDIS’s move toward longer plan durations, simpler plan structures, and more consistent implementation.

Why did the NDIS introduce PACE?

PACE was introduced to replace the older IT system, which had become outdated and difficult to update. The new system supports recent NDIS reforms and aims to:

• Improve plan flexibility
• Reduce administrative burden
• Make communication between participants, providers, and the NDIA smoother
• Incorporate new role types such as my NDIS Contacts, Support Coordinators, and Psychosocial Recovery Coaches
• Strengthen safeguarding and identity verification

Overall, PACE is intended to create a more streamlined and user-friendly experience.

What is the main difference between PACE and the old system?

The biggest difference is the introduction of new plan structures. Under PACE, plans are organised by support categories rather than line-by-line budgets. Participants now have broader, more flexible budgets within each support type, which means there are fewer restrictions on how funding is used (as long as it meets NDIS rules).

PACE also includes new communication tools, more secure identity verification, and a new provider portal (MyPlace provider portal within PACE).

How does PACE change the way NDIS plans are set up?

Under PACE, most participant plans include only three funding categories:

• Core Supports
• Capacity Building Supports
• Capital Supports

Each support category contains multiple support types. Participants can usually move funding between support types within the same category, giving them greater flexibility. This means that many participants no longer need constant plan reviews unless their support needs change significantly.

Funding Periods 

Recent changes to legislation have seen the introduction of funding periods, this does not change the total amount of funding in a participants plan, only when the funding becomes available.

Participants and providers must align service agreements and claims with the timing and category of budget releases. 

Unused funds typically roll over, but using funds earlier than when they are released may lead to claim rejections. 

What are the new support types in PACE?

PACE organises supports into support types, which sit within each budget category. Support types include:

• Daily living
• Social and community participation
• Home and living supports
• Employment supports
• Health and wellbeing
• Lifelong learning
• Assistance with social and economic participation

This structure helps providers and participants understand how supports align with the participant’s goals and needs.

What is a My NDIS Contact?

A My NDIS Contact is a new role introduced under PACE. This person is usually a member of the NDIA who supports the participant with administrative tasks, communication, and plan queries. They are not a Support Coordinator; they sit within the NDIA and assist with things like updates, clarifications, and checking information.

How does PACE affect Support Coordinators and Psychosocial Recovery Coaches?

PACE gives Support Coordinators and Psychosocial Recovery Coaches clearer visibility of a participant’s plan details, budgets, and plan dates, if the participant gives consent. It allows users to also upload reports, request plan variations, and access documents more efficiently.

PACE also formalises their role in monitoring progress toward goals and helping participants understand how to use their plan effectively.

How do providers claim payment in PACE?

Providers continue to claim through the MyPlace provider portal, but it is now integrated with the PACE system.

Claims must match the support category and support type in the participant’s plan. Claims are generally faster and more accurate because the plan structure under PACE is simpler and has fewer individual line items.

Does PACE change how participants choose their providers?

No. Participants still have full choice and control over their providers. However, PACE introduces better tracking of service bookings, agreements, and provider relationships, which helps reduce duplicate claims and improves transparency.

Are NDIS plans longer under PACE?

Yes. Many plans created under PACE now have longer durations, sometimes two or three years. This reduces the number of reviews participants need, while still allowing them to request a change at any time if their needs shift.

Do participants still need mandatory plan reviews?

Not as often. Under PACE, plan reviews are less frequent unless:

• The participant’s circumstances change
• Their needs increase or decrease
• They request a reassessment
• They require different supports that alter their funding

This makes planning more stable and less stressful for participants and families.

How does PACE improve safeguarding?

PACE includes strengthened identity verification, clearer provider roles, improved audit trails, and stronger privacy protections. The system tracks who accesses participant records, when information changes, and how funds are being used, which makes the NDIS safer and more accountable.

Does PACE affect the NDIS Price Guide or pricing arrangements?

No. PACE does not change pricing rules. Providers must still follow the NDIS Pricing Arrangements and Price Limits, and participants still claim supports the same way, only the system used has changed.

Do participants need to do anything to prepare for PACE?

Most participants do not need to do anything. Their plans will automatically move into the PACE system when a new plan is approved. However, it is helpful for participants to:

• Ensure their contact details are current
• Nominate their preferred providers
• Understand their support categories and support types
• Keep copies of reports and assessments

Support Coordinators can help explain any changes during the transition.

What if a participant or provider needs help using PACE?

The NDIA provides training, guides, and resources for participants and providers. Support Coordinators, Psychosocial Recovery Coaches, and Plan Managers can also assist participants with navigating the new system.

PACE represents a major shift in how the NDIS manages participant information, funding, and plan flexibility. While the system is new, its purpose is to make the NDIS simpler, more responsive, and easier for participants to use long-term. Understanding the basics of PACE helps participants make informed decisions, helps providers maintain compliance, and ensures everyone can benefit from the improved structure.

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