The NDIA is changing the computer system they use.

PACE is the NDIA’s new customer relationship management (CRM) system, which will eventually replace the current computer system. NDIS plans will start to be created on the PACE system later this year. It’s important to note that PACE will not fundamentally change how the NDIS operates. It is anticipated that PACE will enable a simpler and more streamlined way for participants and providers to interact with the NDIS. The new computer system will be in use from 30 October 2023, subject to a final assessment.

If you are an existing NDIS participant and your plan is meeting your needs and you have the right supports in place, the NDIS may offer to continue your current plan. If you agree, the NDIS will continue your current plan and develop your next plan in their new computer system.

If you are an existing NDIS participant and your plan is coming to an end between November 2023 and February 2024, and you need a different plan or you need to change your plan, the NDIS will develop your plan in their new computer system.

From the end of February 2024, all expiring NDIS plans will progressively transition to the new computer system.

If you apply to the NDIS or receive your first plan after 30 October 2023, the NDIS will complete these activities with you in their new computer system.

More information about the change can be viewed here - https://improvements.ndis.gov.au/what-were-doing-next

You can also call the NDIS’s National Contact Centre on 1800 800 110.

Existing ‘my NDIS’ participant portal users

The NDIS have built a new participant portal and updated their app to work with their new computer system. When you have a plan in the NDIS’s new computer system, PACE, you can start using the ‘my NDIS’ portal and app. From 21 October 2023, if your plan is in the current computer system and hasn’t been transferred to PACE, you will only be able to sign into the ‘my NDIS’ participant portal through myGov. In other words, the ‘my NDIS’ standalone app, will only be compatible with NDIS plans that are in the new ‘PACE’ computer system. You can still access the ‘my NDIS’ portal if your plan is in the current computer system, by logging into myGov.

More information about the ‘my NDIS’ app can be viewed here - https://improvements.ndis.gov.au/participants/my-ndis-participant-portal-and-app#existing-app-users

You can also call the NDIS’s National Contact Centre on 1800 800 110.