FOI 24/25-0322
DOCUMENT 1
Number of outstanding access requests and access decisions
(1 Jan 2023 - 31 Mar 2023) FY 2022- (1 Apr 2023 – 30 Jun 2023) FY  (1 Jan 2024 – 31 Mar 2024) FY 2023 (1 Apr 2024 – 30 Jun 2024) FY 
23 Q3 
2022-23 Q4 
24 Q34
2023-24 Q44
The number of persons with access 
requests carried over (outstanding) 
15,962
17,787
19,652
27,055
Q1
from the previous quarter.
The total number of access requests 
33,344
35,219
25,482
30,285
received during the quarter.¹
Q2
The number of persons with access met 
21,782
23,756
13,528
12,167
Q6
in the quarter ²
The number of persons with access not 
6,598
7,507
2,746
2,207
Q7
met in the quarter²
The number of persons with access 
requests carried over (outstanding) at 
17,787
18,703
27,055
40,765
Q5
the end of the quarter.
Participant Service Guarantee (PSG) 2*
FY 2023-24 Q3
FY 2023-24 Q4
Access decisions or request 
Number of access decisions or  Access decisions or request 
Q3
Timeframe 4
Number of access decisions or 
request for further information
for further information (%)
request for further information
for further information (%)
a
Within 21 days
6,798
48%
4,903
28%
b
22 to 60 days
5,154
36%
5,491
31%
c
61 to 111 days
2,002
14%
6,776
38%
d
112 or more days
302
2%
592
3%
Total
14,256
100%
17,762
100%
* PSG 2 - Make an access decision or request further information, had a performance against the 21 day service guarantee of 96% and 100% respectively in the March 2023 and June 
2023 quarters.
Participant Service Guarantee (PSG) 4**
FY 2023-24 Q3
FY 2023-24 Q4
Decisions made or request for 
Decisions made or request 
Decisions made or request for 
Decisions made or request for 
further information after 
for further information after 
Timeframe 4
further information after further 
further information after further 
further information provided 
further information provided 
information provided
information provided
Q4
(%)
(%)
a
Within 14 days
669
51%
567
38%
b
15 to 40 days
355
27%
492
33%
c
41 to 104 days
239
18%
327
22%
d
105 or more days
41
3%
119
8%
Total
1,304
100%
1,505
100%
** PSG 4 - Make an access decision or request further information after further information recieved, had a performance against the 14 day service guarantee of 96% and 97% 
respectively in the March 2023 and June 2023 quarters.
¹ Persons may make more than one access request.
² Access requests can be closed without a decision.
³ The implementation of the new computer system has resulted in significant changes to the way access requests are captured, with earlier visibility of prospective access into the NDIS.
4 Timeframe data is sourced from PSG two and four. The metric only contains data from the new PACE system.
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