Introduction to NDIS PACE System

The National Disability Insurance Agency (NDIA) is rolling out a new system (PACE) to replace the existing SAP CRM software.

PACE, built on Salesforce technology, aims to streamline interactions between the NDIS, participants, and service providers.

This transition represents a significant change in how the NDIS manages its operations, promising improved efficiency and transparency for all stakeholders involved.

Introduction to NDIS PACE System

What is PACE in NDIS?

PACE in the National Disability Insurance Scheme (NDIS) is a new initiative to enhance participant and provider engagement.

It introduces a new portal or platform to streamline interactions and transactions between NDIS participants and service providers.

PACE aims to simplify administrative tasks, improve access to information, and facilitate communication channels between participants and providers within the NDIS framework.

What is the Need for PACE in NDIS?

PACE in the National Disability Insurance Scheme (NDIS) addresses shortcomings in the previous system.

The old system often featured fragmented processes, limited communication, transparency, and accessibility, as well as complex administrative tasks.

In contrast, PACE streamlines processes enhances communication, transparency, and accessibility, and simplifies administrative tasks to improve the overall participant and provider experience within the NDIS.

What’s New in PACE?

The new PACE portal introduces several features mentioned below.

  1. Unified Interface: Provides easy access to essential features for participants and providers.
  2. Personalised Dashboards: Tailored to display relevant information such as appointments, service plans, and billing status.
  3. Improved Communication Tools: Includes secure messaging and notifications for seamless communication between participants and providers.
  4. Efficient Service Management: Allows participants to manage NDIS plans and providers to handle client caseloads, service claims, and payments within the platform.
  5. Accessible Resources and Support: Offers access to educational resources, training modules, and FAQs to empower participants and assist providers in service delivery.
  6. Secure Data Management: Prioritises data security and confidentiality through secure login protocols, encryption methods, and data access controls.

What are the Benefits of PACE for NDIS Providers and Participants

PACE brings significant benefits for both NDIS providers and participants. Below, we have discussed and explored PACE’s advantages to NDIS providers and participants, focusing on improving service delivery, communication, and overall experience within the NDIS framework.

NDIS Providers

The key benefits PACE will provide to NDIS providers are as mentioned below.

  • Streamlined Processes: Simplifies administrative tasks, reducing paperwork and increasing efficiency.
  • Improved Communication: Facilitates clearer exchange of information between providers and participants.
  • Enhanced Visibility: Provides better insight into participant plans and service requirements.
  • Efficient Billing and Payments: Streamlines the billing process, leading to faster reimbursement and improved cash flow.
  • Access to Resources and Support: Offers access to training modules and FAQs to assist providers in delivering high-quality services.
  • Increased Client Engagement: Fosters greater engagement with participants, leading to better collaboration and outcomes.


PACE offers several benefits for NDIS participants, as mentioned below.

  • Improved Access to Services: PACE streamlines processes, making accessing the services and supports they need easier for participants.
  • Enhanced Communication: The portal provides better communication channels, allowing participants to convey their needs and preferences to providers.
  • Increased Transparency: PACE enhances transparency by giving participants clearer visibility into their plans and services.
  • Empowerment: Participants have more control over their NDIS plans, with the ability to manage their plans, request reviews, and track service delivery progress.
  • Efficiency: PACE simplifies administrative tasks, reducing the time participants spend on paperwork and allowing them to focus on achieving their goals.
  • Access to Resources: The portal offers educational materials and support resources, empowering participants to make informed decisions about their NDIS plans and supports.


The introduction of PACE in the NDIS promises a more straightforward, efficient way for participants and providers to interact within the framework.

With streamlined processes, improved communication channels, and enhanced transparency, PACE aims to address previous shortcomings and empower participants and providers.

By offering access to resources, personalised dashboards, and secure data management, PACE strives to optimise the NDIS experience for all stakeholders involved. For more details, visit the NDIS Improvements website.

Frequently Asked Questions

When does PACE is rolling out?

PACE is rolling out in phases, started from October 30, 2023, and is expected to be completed by February 2024.

What are the charges of PACE?

The PACE (Participant and Provider Engagement) portal provided by the National Disability Insurance Scheme (NDIS) is free of charge for both participants and service providers.

How will the PACE system affect my NDIS plan?

The PACE system does not change the funding available in NDIS plans. However, it introduces category-level financing, offering more flexibility in using funds.

How does PACE benefit me as an NDIS participant?

PACE provides more flexibility with category-level funding, allowing participants to have more control over their plans and services. It also streamlines processes for both participants and providers and enables providers to deliver outcomes-based services.

Do I need a plan review due to the PACE system rollout?

Existing NDIS plans will continue as usual, and the rollout of PACE will not affect plan dates. Participants will be enrolled into the PACE system with new plans.

Will there be changes with my service providers because of PACE?

Participants can continue working with existing providers. Agency-managed participants may need to add providers as “participant-endorsed providers” to access funding. Consent can be given to providers to view specific parts of the plan.

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