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Our reference: FOI 24/25-0507 
 
GPO Box 700 
Canberra   ACT   2601 
1800 800 110 
4 March 2025 
ndis.gov.au 
 
 
Paul Carter 
 
By email: xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx 
 
 
Dear Paul Carter 
 
Freedom of Information request — Notice of Decision 
Thank you for your correspondence of 10 October 2024, seeking access under the Freedom 
of Information Act 1982 (FOI Act) to documents held by the National Disability Insurance 
Agency (NDIA). 
I apologise for the delay in processing your request. 
The purpose of this letter is to provide you with a decision on your request. 
Scope of your request 
You have requested access to the fol owing documents: 
“Al  guidance and policy for staff in the NDIA Complaints Management & FOI Branch on 
identifying, reviewing and processing documents for FOI and PIA requests 
- Al  guidance and policy for staff in other NDIA business line areas on identifying, 
reviewing and processing documents for FOI and PIA requests 
- Al  guidance for staff in any NDIA business area about navigating the NDIS business 
system and database/s for any purpose 
- The FAQ referred to in FOI-2 23/24-1100 on page 23 of 61 “If you are unsure of what 
advice the FOI team requires, please refer to the attached FAQ, or contact the FOI 
decision maker for clarification.” 
You have revised the scope of your request to be for the following documents:  
 
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“- The FAQ referred to in FOI-2 23/24-1100 on page 23 of 61 “If you are unsure of what 
advice the FOI team requires, please refer to the attached FAQ, or contact the FOI 
decision maker for clarification 
- The file names and titles of all “2024 Documents: 38” and “13 FOI training videos” listed 
in the FOI 24/25-0507 request consultation process letter (6 February 2025) 
And the following types of documents that are used by the NDIA Complaints 
Management & FOI Branch for FOI and PIA requests: 
* Al  current SOPS, task cards and guides in pdf/word format 
* Al  current decision letter templates 
- Al  current forms and templates used in consulting with other business divisions” 
Timeframe 
A 30-day statutory period for processing your request commenced from 10 October 2024 in 
accordance with section 15(5)(b) of the FOI Act. The due date for a decision on access was 
11 December 2024. I note this time has lapsed and as a result we are deemed to have 
refused your request under section 15AC of the FOI Act.  
Despite this, I have continued to process your application. I apologise for the delay and 
confirm that you retain your right to seek external review of this decision. 
 Extension of time 
On 22 October 2024, you agreed to a 30-day extension of time under section 15AA of the 
FOI Act, making 11 December 2024 the new date to provide you with a decision on access. 
Decision on access to documents 
I am authorised to make decisions under section 23(1) of the FOI Act. My decision on your 
request and the reasons for my decision are set out below.  
Section 17(1)(c) of the FOI Act provides that an agency can produce a written document 
containing the requested information, by the use of a computer or other equipment that is 
ordinarily available for retrieving or collating stored information. We have been able to 
produce a document containing the information you requested. I have, therefore, treated 
your request as if it were a request for access to this document in accordance with section 
17(1)(c) of the FOI Act. 
I have identified 24 documents, which fall within the scope of your request.  
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The documents were identified by the Information Access Branch who conducted searches 
of NDIA’s systems, using all reasonable search terms that could return documents relevant 
to your request, and consulting with relevant NDIA staff who could be expected to be able to 
identify documents within the scope of the request. 
I have decided to grant access to 24 documents in full. 
In reaching my decision, I took the fol owing into account: 
•  your correspondence outlining the scope of your request 
•  the nature and content of the documents falling within the scope of your request 
•  the FOI Act  
•  the FOI Guidelines published under section 93A of the FOI Act 
•  consultation with relevant NDIA staff 
•  the NDIA’s operating environment and functions. 
Disclosure documents 
Please be advised that the following segment of your request pertains to a recent release of 
documents that has been uploaded to our disclosure log. This wil  be provided to you along 
with this decision bundle: 
 
“…* Al  current decision letter templates…” 
Release of documents 
The documents for release, as referred to in the Schedule of Documents at Attachment A, 
are enclosed. 
Rights of review 
Your rights to seek a review of my decision, or lodge a complaint, are set out at 
Attachment B. 
Should you have any enquiries concerning this matter, please do not hesitate to contact me 
by email at xxx@xxxx.xxx.xx. 
Yours sincerely 
 
3 
 
Cooper (CHH674) 
Senior Freedom of Information Officer 
Complaints Management & FOI Branch 
General Counsel Division 
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Attachment A  
Schedule of Documents for FOI 24/25-0507 
 
Document 
Page 
Description 
Access Decision 
Comments 
number 
number 
1 
1-3 
FOI Document Search and Advice FAQs 
FULL ACCESS 
 
 
Undated 
2 
4-6 
File Names and Titles of documents and Training 
FULL ACCESS 
Document created under 
Videos 
section 17 of the FOI Act 
 
Date: 2024 
3-16 
7-181 
Current SOPs, Task Cards and Guides for FOI & PIA 
FULL ACCESS 
 
Requests 
 
Date: Various Dates 
17-22 
182-221 
Current Decision Letter Templates 
FULL ACCESS 
 
 
Undated 
23 
222-290 
FOI Email Templates v12 
FULL ACCESS 
 
 
Date: 21 February 2025 
24 
291-324 
PIA Email Templates v1.1 
FULL ACCESS 
 
 
Date: 22 November 2023 
 
 
 
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Attachment B 
Your review rights  
 
As this matter was a deemed refusal, internal review of this decision is not an option. 
However, if you have concern with any aspect of this decision, please contact the NDIA FOI 
team by email xxx@xxxx.xxx.xx or by post: 
 
Freedom of Information Section 
Complaints Management & FOI Branch 
General Counsel Division 
National Disability Insurance Agency 
GPO Box 700 
CANBERRA ACT 2601  
 
Review by the Office of the Australian Information Commissioner 
The FOI Act gives you the right to apply to the Office of the Australian Information 
Commissioner (OAIC) to seek a review of this decision. 
 
If you wish to have the decision reviewed by the OAIC, you may apply for the review, in 
writing, or by using the online merits review form available on the OAIC’s website at 
www.oaic.gov.au, within 60 days of receipt of this letter.  
 
Applications for review can be lodged with the OAIC in the following ways: 
  Online:  www.oaic.gov.au  
Post:  
GPO Box 5218, Sydney NSW 2001 
Email: 
xxxxxxxxx@xxxx.xxx.xx 
Phone: 
1300 363 992 (local cal  charge) 
 
Complaints to the Office of the Australian Information Commissioner or the 
Commonwealth Ombudsman 
You may complain to either the Commonwealth Ombudsman or the OAIC about actions 
taken by the NDIA in relation to your request. The Ombudsman wil  consult with the OAIC 
before investigating a complaint about the handling of an FOI request. 
 
Your complaint to the OAIC can be directed to the contact details identified above. Your 
complaint to the Ombudsman can be directed to: 
  Phone:  1300 362 072 (local cal charge) 
Email:  
xxxxxxxxx@xxxxxxxxx.xxx.xx  
 
Your complaint should be in writing and should set out the grounds on which it is considered 
that the actions taken in relation to the request should be investigated. 
 
 
 
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