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Speak with one of our Experts
1800 696 347
1300 937 187

Are you ready for PACE? Here’s what you need to know

Oct.05.2023 MyIntegra Updates

One of the latest developments from the NDIA is the introduction of the Provider and Participant Portal for Agency Connections and Engagement (PACE).

PACE is the NDIA’s new computer system designed to improve the NDIS experience for both participants and providers.

It aims to simplify processes, provide better access to information, and improve overall communication between participants, providers and the NDIS.

PACE will eventually replace the current Customer Relationship Management (CRM) system through a staggered roll out starting October 2023.

Over the next 18 months new participants will have their NDIS plans set up in PACE. Existing participants will be migrated to PACE when they start a new NDIS plan.

MyIntegra has been supporting participants who have been part of the PACE trial in Tasmania over the last 12 months and our team as undergone training for PACE so you can rest assured that we are across the changes and are ready to support you where we can during the rollout.

What’s changing with PACE?

New support types and categories

PACE introduces a new support type called ‘Recurring’ and 5 new support categories alongside some changes to the names of some existing categories.

The following reflects the PACE support types and categories:


  • Assistance with daily life
  • Home and living (NEW)
  • Transport
  • Consumables
  • Assistance with social, economic and community participation


  • Assistive technology
  • Assistive technology, maintenance, repair and rental (NEW)
  • Home modifications
  • Specialised Disability Accommodation (SDA) (NEW)

Capacity budget building

  • Support coordination and psychosocial recovery coaches
  • Improved living arrangements
  • Increased social and community participation
  • Finding and keeping a job
  • Relationships
  • Behaviour supports (NEW)
  • Health and wellbeing
  • Lifelong learning
  • Choice and control
  • Improved daily living skills


  • Recurring transport (NEW)

Participant-endorsed providers or ‘My Providers’

Participants will now have the ability to endorse providers as ‘My Providers’.

This endorsement informs the NDIA that the provider can make claims against the NDIS participant’s plan.

This means participant-endorsed providers can be paid faster than those that are not endorsed.

Elimination of service bookings

Service bookings, which were previously required to set aside funding for supports or services, will no longer be necessary with the introduction of participant-endorsed providers.

However, creating a service agreement is still recommended to ensure clear expectations and accountability.

Changes to claim submissions

Providers will no longer have access to the single line item claim function in the ‘myplace’ provider portal.

Instead, all agency managed claims must be made using the Bulk Payment Request template and submitted via the ‘myplace’ portal.

Providers can still submit single line items as part of a bulk upload.

For participants with MyIntegra Plan Management there are no changes to how providers submit invoices to MyIntegra.

Providers can continue to submit invoices directly through the MyIntegra portal for quick payment times.

Alternatively, invoices can be emailed to [email protected].

Any enquiries should go to [email protected].

Providers can use our invoice template to make it easier, and even submit multiple invoices at a time using our bulk file upload template and uploading to the MyIntegra Portal.

Click here for more information on accessing and using the MyIntegra Portal as a Provider.

New ‘my NDIS’ participant portal

The NDIA has developed a new participant portal called ‘my NDIS’ for participants with a NDIS plan developed in PACE.

Participants who don’t have a plan in PACE will continue to use the existing ‘myplace’ portal.

Participants with a plan built in PACE will be able to register for the ‘My NDIS’ participant portal and access it through myGov.

Funding intervals and rollovers

NDIA will release funds in instalments, ensuring participants receive their funding gradually over their plan period.

Additionally, PACE introduces fund rollovers: if a participant underspends, the remaining funds will roll over to the next plan, while overspending will result in a deficit deduction from the subsequent plan.

Participant check-ins

NDIA will initiate check-ins with NDIS participants throughout their plan period.

These check-ins aim to evaluate the effectiveness of the plan, whether it meets the participant’s needs, and to address any issues.

They may occur at regular intervals, before a reassessment date, or when the NDIA suspects that a participant’s plan isn’t working effectively.

The participant may choose to have their NDIS Support Coordinator with them at their check-in.

New reporting templates

Support Coordinators and Psychosocial Recovery Coaches will need to start using new reporting templates to share relevant and consistent information with the NDIA and meet their reporting requirements.

Due dates can be tracked in their ‘my NDIS’ provider portal.

What changes can you expect to see in the MyIntegra portal?

The MyIntegra Portal dashboards have been updated to include the new PACE support categories and our invoice processes have also been updated to support the new categories and billing codes.

Note there are no changes to how you need to submit invoices to MyIntegra.

Providers can continue to submit invoices directly through the MyIntegra portal for quick payment times.

Want more information?

The NDIA is holding information sessions to learn more about PACE and the new ‘My NDIS’ provider portal. Find events here.

MyIntegra has been part of the PACE trial in Tasmania since November 2022. We have been attending regular working groups with the NDIA, sharing feedback, helping to conduct testing, and training our team to ensure we are up to date on the changes and latest processes for PACE.

If you have any questions or concerns about how PACE might affect you or your participants, you can contact MyIntegra Plan Management for support on 1800 696 347 for Plan Management or 1300 937 187 for Support Coordination.

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