NDIS PACE System: Complete Participant Guide
Camila
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NDIS PACE System: Complete Participant Guide
Key Points
- PACE stands for Participant and Community Experience, and it is the technology platform now running the entire NDIS behind the scenes
- The rollout to all participants was completed by mid-2025, replacing the old myplace portal with the new my NDIS portal
- Your plan funding is now structured across 21 support categories, offering more flexibility than the old line-by-line system
- Provider endorsement through “My Providers” replaces the old service bookings process
- Funding is now released in periods (quarterly for most supports) rather than all at once
- Every participant in PACE is assigned a “my NDIS Contact” at the NDIA for administrative support
What Is the NDIS PACE System?
PACE stands for Participant and Community Experience. It is the Salesforce-based technology platform the National Disability Insurance Agency (NDIA) uses to manage participant plans, process provider claims, store records, and handle communication between all parties in the NDIS.
If you have had your plan renewed since late 2023, or you are a new participant, you are almost certainly already on PACE. The rollout that began in October 2023 was completed by mid-2025, meaning all active NDIS participants now have their plans managed through this system.
From a participant’s perspective, the most visible change is that the old myplace portal no longer reflects your current plan. Instead, you use the new my NDIS portal, accessible through myGov or the updated NDIS app.
Why the NDIA Built PACE
The previous NDIS computer system had been in place since the scheme launched in 2013. Over more than a decade, several significant problems had built up:
- The myplace portal was outdated, difficult to use, and not mobile-friendly
- Funding was locked into specific line items, which reduced participant flexibility
- Providers had limited visibility of their payment status
- Communication between participants, providers, and the NDIA was fragmented and slow
- The old system could not be updated quickly to reflect legislative or policy changes
PACE was designed to fix all of these issues. Built on a modern Salesforce platform, it gives participants better visibility of their budgets, gives providers faster claiming tools, and gives the NDIA a single, up-to-date record for every participant.
How PACE Affects You
The shift to PACE is not just a cosmetic change to the portal. It changes how your plan is structured, how providers interact with your funding, and how the NDIA communicates with you.
Here are the most significant practical changes:
Your plan is now funded at the support category level. Rather than being given a fixed dollar amount for a specific support item (for example, “assistance with personal care” at a set hourly rate), your funding sits within broader categories. You have more room to direct spending where it is most useful, within NDIS rules.
Service bookings no longer exist. Under the old system, your provider would create a service booking that “reserved” a portion of your plan budget. Under PACE, this process is replaced by provider endorsement. You record your providers in the “My Providers” section of the portal, and that endorsement tells the NDIA those providers can make claims against your plan.
Funding is released in periods, not all upfront. From 19 May 2025, all new and reassessed plans have funding distributed in quarterly instalments for most support types, rather than the full plan budget being available from day one. This is covered in detail in the Funding Periods section below.
You have a dedicated contact at the NDIA. Every PACE participant is assigned a “my NDIS Contact”, an NDIA staff member who handles administrative questions about your plan.
You have more privacy control. You decide which providers can see your plan details, budget information, and goals. You can grant or revoke access at any time through the portal.
For a deeper look at what your plan can fund, see our guide on NDIS core supports and our overview of assistance with daily life supports.
The 21 PACE Support Categories
One of the most significant structural changes under PACE is the move from the old support catalogue to a system of 21 defined support categories, organised under four broad support types.
This table compares the new PACE structure with the old framework:
| Support Type | PACE Category (New) | Old Framework Equivalent |
|---|---|---|
| Core Supports | Daily Activities | Assistance with Daily Life |
| Core Supports | Social, Community and Civic Participation | Assistance with Social and Community Participation |
| Core Supports | Transport | Transport |
| Core Supports | Home and Living | Home and Living (previously more restricted) |
| Core Supports | Young People in Residential Aged Care | YPIRAC (NDIA-managed) |
| Capacity Building | Support Coordination | Support Coordination |
| Capacity Building | Improved Living Arrangements | Improved Living Arrangements |
| Capacity Building | Increased Social and Community Participation | Increased Social and Community Participation |
| Capacity Building | Finding and Keeping a Job | Finding and Keeping a Job |
| Capacity Building | Improved Health and Wellbeing | Improved Health and Wellbeing |
| Capacity Building | Improved Learning | Improved Learning |
| Capacity Building | Improved Life Choices | Improved Life Choices (plan management) |
| Capacity Building | Improved Daily Living | Improved Daily Living |
| Capacity Building | Improved Relationships | Improved Relationships |
| Capacity Building | Behaviour Supports | Behaviour Support (now its own distinct category) |
| Capital | Assistive Technology | Assistive Technology |
| Capital | AT Maintenance, Repair and Replacement | Previously part of AT, now separated |
| Capital | Home Modifications | Home Modifications |
| Capital | Specialised Disability Accommodation | SDA |
| Capital | Vehicle Modifications | Vehicle Modifications |
| Capital | Specialised Driver Training | Specialised Driver Training |
The key practical difference is that within each category, you have more flexibility to use your funding for the supports that best meet your needs, without being tied to a single line item. Your NDIS goals continue to guide what categories are funded in your plan.
The My Providers System
Provider endorsement is one of the most discussed changes to come with PACE, and it is worth taking time to understand how it works.
What Provider Endorsement Means
Under the old myplace system, a service booking was a formal agreement between you and your provider that locked in a set amount of funding for future services. Providers could not claim payment outside that service booking.
Under PACE, you instead “endorse” your providers through the my NDIS portal. When you endorse a provider, you are telling the NDIA that this organisation is authorised to make claims against your plan for the supports they deliver. There is no fixed dollar amount pre-allocated. The provider simply claims for what they actually delivered, and the NDIA processes it without needing to check the booking first.
Who Must Record Providers
Recording providers in the My Providers section is mandatory if your plan includes agency-managed funding for:
- Specialist Disability Accommodation (SDA)
- Home and Living supports
- Behaviour Supports
For all other funding types, recording your providers is strongly recommended because it speeds up payment processing and gives you a clear view of who has access to your plan.
How to Endorse a Provider
- Log in to the my NDIS portal through myGov
- Navigate to the “My Providers” section
- Search for your provider by name or ABN
- Select them and confirm the endorsement
- Choose what information they can access about your plan
You can remove a provider’s endorsement at any time if you stop using their services.
Unregistered Providers
If you are self-managed or plan-managed, you may also use unregistered providers. These providers do not appear in the NDIA’s provider finder, but you can still record them in your My Providers list. Self-managing participants make claims for unregistered provider services directly through the portal. Plan-managed participants submit invoices to their plan manager, who then claims on their behalf.
Our support coordination pricing guide explains how support coordinators can help you find and manage providers.
Using the My NDIS Portal
The my NDIS portal is the participant-facing front end of the PACE system. It is accessible through myGov on desktop and through the NDIS app on mobile devices.
How to Access the Portal
Via myGov:
- Go to my.gov.au
- Sign in with your myGov credentials
- If you have not already linked the NDIS service, do so through the “Link a service” option
- Select NDIS from your linked services to enter the my NDIS portal
Via the NDIS App:
- Download the NDIS app from the App Store or Google Play
- Sign in with your myGov credentials
- Your plan information, budget, and provider details are accessible from the home screen
Note: If you are still seeing the old myplace portal layout, or if myplace says it cannot find your plan, your plan has likely already moved to PACE. Contact the NDIA on 1800 800 110 to confirm and get help accessing the new portal.
What You Can Do in the Portal
| Feature | What It Does |
|---|---|
| View your budget | See total funding per category and how much has been spent |
| Track claims | View every claim submitted against your plan, in real time |
| Manage My Providers | Add, endorse, or remove providers |
| Set privacy controls | Choose what information each provider can see |
| Read NDIA messages | View correspondence and letters from the NDIA |
| Submit claims | For self-managed participants, lodge claims directly in the portal |
| Download documents | Access your plan, letters, and assessment reports |
| Update your details | Change contact information, communication preferences, and more |
| View funding periods | See how your quarterly budget is tracking |
If You Cannot Access the Portal
Some participants have experienced difficulties getting access to the my NDIS portal, particularly older participants or those without a myGov account. If this applies to you:
- Call the NDIA on 1800 800 110 and ask for help setting up myGov and linking NDIS
- Ask a trusted person to assist you, using a nominee or authorised representative arrangement if needed
- Contact your Local Area Coordinator (LAC) or Support Coordinator for in-person assistance
The NDIA also offers an accessible version of the portal for participants using screen readers or other assistive technology.
Funding Periods Explained
From 19 May 2025, all new and reassessed NDIS plans include funding periods rather than making the full plan budget available from day one. This is one of the more significant structural changes for participants to understand.
What Is a Funding Period?
A funding period is a set timeframe during which a portion of your total plan budget is available for claims. When that period ends, the next instalment becomes available.
Think of it like a monthly or quarterly allowance rather than a lump sum paid upfront.
How Funding Periods Are Structured
The period length depends on the support type:
| Support Type | Release Schedule |
|---|---|
| Most Core Supports (Daily Activities, Social Participation, Transport) | Quarterly (every 3 months) |
| Home and Living supports | Monthly |
| Assistive Technology and Home Modifications | Lump sum (upfront as needed) |
| Specialist Disability Accommodation | Monthly |
| Capacity Building (most categories) | Quarterly |
For a 12-month plan, most participants will have four quarterly periods. The NDIA calculates the amount for each period based on your total plan budget divided across the funding periods.
What Happens If You Do Not Use All Your Funding in a Period
Unused funding from one period does carry forward to the next period within the same plan year. It does not expire at the end of the period, but it does not roll over if your plan ends. This is similar to how funding worked before, in that unspent funds are not automatically added to your next plan.
What Happens If You Run Out of Funding in a Period
If you need more funding than your current period allows, contact the NDIA through the my NDIS portal or call 1800 800 110. You may be able to access the next period’s funding early in genuine circumstances. Having a Support Coordinator or plan manager can be helpful here, as they can assist in making the case for early access. See the NDIS price guide for current rates and budgeting help.
Plans Before May 2025
If your plan was set up before 19 May 2025 and has not been reassessed since then, it may not yet include formal funding periods. When your plan is next renewed or reassessed, funding periods will apply.
Plan Reassessments Under PACE
Plan reviews have been renamed “plan reassessments” under the PACE framework. The process for requesting a reassessment and what happens during one has also changed.
How to Request a Plan Reassessment
Under PACE, you can request a plan reassessment through:
- The my NDIS portal (use the “Request a reassessment” function)
- Calling the NDIA on 1800 800 110
- Contacting your my NDIS Contact directly
You can request a reassessment at any time if your circumstances have changed significantly, for example, if your disability has progressed, your support needs have increased, or a key support in your plan is no longer adequate.
What to Prepare
Before a plan reassessment, it is worth gathering:
- Current reports from your allied health professionals or specialists
- Documentation of any changes in your condition or support needs
- Notes on which funded supports are working well and which are not
- Goals you would like to work toward in your next plan
- Evidence if you are requesting a new type of support
Our guide on NDIS goals and SMART planning can help you think through and document your goals before a reassessment.
What Changes at Reassessment
When your plan is reassessed under PACE:
- Your new plan will include funding periods from the start
- Your support categories and amounts will be reviewed based on your current evidence
- Your providers will need to be re-endorsed in the My Providers section of the portal
- Your my NDIS Contact may change
Your My NDIS Contact
Every participant whose plan is in PACE is assigned a “my NDIS Contact” at the NDIA. This is an important role to understand, because it is different from other types of support you might have.
What Your My NDIS Contact Does
Your my NDIS Contact is an NDIA staff member who:
- Handles administrative queries about your plan
- Assists with communication between you and the NDIA
- Processes requests related to your plan (such as plan reassessments)
- Helps you navigate the my NDIS portal
- Responds to messages you send through the portal
What Your My NDIS Contact Does Not Do
Your my NDIS Contact is not a Support Coordinator. They are not funded through your plan and they do not help you find, connect with, or manage providers. That role belongs to your Support Coordinator (if you have one funded in your plan) or your Local Area Coordinator.
| Role | Who They Are | What They Do |
|---|---|---|
| My NDIS Contact | NDIA staff member | Administrative support, plan queries, portal help |
| Support Coordinator | Provider funded through your plan | Find providers, manage services, use your plan strategically |
| Local Area Coordinator | LAC partner, not an NDIA employee | Community connections, general NDIS navigation, early intervention |
| Plan Manager | Provider funded through your plan | Pay invoices, track your budget, financial reporting |
Plan Management Under PACE
The three plan management options remain in place under PACE: self-managed, plan-managed, and NDIA-managed. However, there are some important differences in how each works within the new system.
Self-Managed Participants
If you self-manage your plan, you can submit claims directly through the my NDIS portal. You have the most flexibility in how you use your funding, including the ability to use unregistered providers. You are responsible for keeping records of all purchases and ensuring they align with your plan.
Self-managed participants should take note of funding periods, as you will need to ensure your quarterly budget is sufficient to cover scheduled provider payments.
Plan-Managed Participants
Your plan manager now operates within the PACE claiming system. They submit claims on your behalf through the provider-facing side of PACE. You can see all claims they make in real time through your my NDIS portal.
If you are plan-managed, ensure your plan manager has been correctly identified in your plan and that you have endorsed them in the My Providers section. Errors here can delay payment processing.
Plan management is funded under the “Improved Life Choices” support category in PACE. Our support coordination pricing guide covers current plan management rates and what to look for in a good plan manager.
NDIA-Managed Participants
If your plan is NDIA-managed (also called agency-managed), your providers claim directly to the NDIA through the PACE portal after delivering supports. You do not submit claims yourself. However, you can see all claims made against your plan in the my NDIS portal.
For NDIA-managed plans, provider endorsement is especially important for certain categories. Providers you have endorsed will have their claims processed without the NDIA needing to do additional checks first, which speeds up payment.
Common Issues and Practical Tips
Based on participant and provider experiences during and after the PACE rollout, several common issues have emerged. Here is what to watch for and how to handle them.
Slower Payment Processing
Some participants and providers have reported that payments are taking longer than expected under PACE. The NDIA has been conducting more thorough reviews of claims before releasing funds, adding at least 24 hours to the usual processing time in some cases.
What to do: Allow extra processing time for claims, especially in the first few months of a new plan. If a payment is significantly delayed, contact the NDIA or ask your plan manager to follow up on your behalf.
Provider Endorsement Gaps
If a provider is not endorsed in your My Providers section, their claims may be delayed or rejected. This is a common issue when a plan first moves to PACE, particularly if you have multiple providers.
What to do: As soon as your plan is in PACE, log in to the my NDIS portal and add every provider you are currently using. Do this before they attempt to submit their first claim.
Portal Access Problems
Some participants, particularly those without prior experience with myGov, have had difficulty setting up access to the my NDIS portal.
What to do: Call 1800 800 110 and ask for help linking your NDIS to myGov. The NDIA also has a dedicated accessibility support line. Your Local Area Coordinator can assist in person if needed.
Budget Visibility Confusion
The way budgets are displayed in PACE is different from myplace, and some participants find it confusing at first. Funding periods mean you see a portion of your total budget, not the full amount.
What to do: Check the “Plan Details” section in the portal to see your total plan budget. The budget tracker shows your current period allocation separately.
Key Tips for Getting the Most From PACE
- Endorse providers early. Do not wait for them to chase a payment before adding them to My Providers.
- Check your claims regularly. The portal shows all claims in real time. If you see something unexpected, contact your plan manager or the NDIA promptly.
- Keep your goals documented. Under PACE, plan flexibility is tied to your goals. Clear, well-articulated goals give you more room to use funding flexibly.
- Know your funding period dates. Mark your quarterly period start dates in your calendar so you know when new funding becomes available.
- Use the messaging function. Sending questions through the my NDIS portal creates a written record and goes directly to your my NDIS Contact.
- Download your plan documents. Store copies of your plan and any NDIA letters outside the portal as a backup.
Frequently Asked Questions
Will I lose my current funding when I move to PACE?
No. Your funded supports and total plan budget carry over to PACE. The way funding is displayed and categorised may look different in the new portal, but your overall funding should remain consistent with your previous plan. If you believe your funding has changed without explanation, contact the NDIA and request a review.
Do I need to do anything to move to PACE?
In most cases, the transition happens automatically when your plan is renewed or reassessed. The NDIA will contact you beforehand with information about what to expect. Once you are in PACE, you will need to set up access to the my NDIS portal and re-endorse your providers.
Can I still use myplace if my plan is in PACE?
No. Once your plan is in PACE, the myplace portal will not show your current plan information. You must use the my NDIS portal going forward. The two systems do not share live data.
What if I cannot use a computer or smartphone?
The NDIA has provisions for participants who cannot access the online portal. You can manage your plan by calling 1800 800 110, and your my NDIS Contact can handle many administrative tasks on your behalf. A nominee or authorised representative can also access the portal on your behalf if you set this up with the NDIA.
How do I know which support category my funding is in?
Log in to the my NDIS portal and go to the “My Plan” section. Each funded support is shown under its category with the total allocated amount and the current period amount. If you are unsure which category covers a specific type of support, your Support Coordinator or plan manager can help clarify.
My provider says they cannot see my plan. What do I do?
This usually means they have not been endorsed in your My Providers section, or that you have set their privacy access to restricted. Log in to the portal, go to My Providers, find the provider, and check both their endorsement status and what plan information they can see. You can adjust access settings from that same screen.
Can I change my plan management type under PACE?
Yes. You can request a change to your plan management type during a plan reassessment. For example, if you currently have NDIA-managed funding and want to switch to plan-managed, you can raise this at your next reassessment meeting. Some changes can also be made between reassessments; contact the NDIA to discuss your specific situation.
What is the difference between a plan review and a plan reassessment?
Under the previous framework, “plan review” was the standard term. Under PACE, the process is called a “plan reassessment”. The underlying purpose is the same: a formal review of your plan’s funded supports, goals, and budget. The PACE reassessment process is more structured, with clearer evidence requirements, than the old review process.
What happens to my funding at the end of a funding period?
Unspent funding from one period carries forward into the next period within the same plan year. It does not expire at the period end date. However, funding that is unspent at the end of your entire plan does not automatically roll into your next plan.
Key Resources
The following official resources are maintained by the NDIS and are updated as the system evolves:
- Using the my NDIS portal - Official NDIA guidance on accessing and using the participant portal
- NDIS Pricing Arrangements - Current price limits for all NDIS support categories
- NDIS Service Charter - Your rights when dealing with the NDIA
- NDIA National Call Centre: 1800 800 110 (Monday to Friday, 8am to 8pm local time)
For budgeting help and current price limits, our NDIS price guide tool is updated regularly to reflect the latest NDIS pricing arrangements.
Get Help Navigating PACE
Understanding a new system while also managing your day-to-day supports is a lot to take on. MD Home Care connects participants and families with experienced providers and support coordinators who understand PACE and can help you make the most of your plan.
Whether you need someone to walk you through the my NDIS portal, help you endorse providers, or assist you in preparing for an upcoming plan reassessment, our network includes professionals across Australia who specialise in exactly this.
Contact MD Home Care to speak with someone about your NDIS plan and find the right support for your situation.
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