NDIS PACE, explained for providers.
The myplace portal you've been claiming through for years is gone, and the PACE system that replaced it has quietly broken a step providers depended on: there are no more service bookings. If you're delivering agency-managed supports and haven't been added to the participant's 'my providers' list in PACE, the claiming connection isn't there — and the shift you've already worked won't get paid until it is. This guide explains what changed, what still works the same way, and the two things you must confirm before you deliver under a new participant's plan.
PACE is the NDIA's system that replaced the myplace provider portal. Under PACE, participants have a "my providers" list — for agency-managed supports, you must be on that list to claim. Service bookings no longer exist. Plans now split funding into flexible and "stated" amounts, so always read each plan before delivering.
What PACE is (and what it replaced)
PACE is the NDIA's underlying system for running the scheme — building plans, recording how supports are managed, and processing the claims providers submit. For most providers, the visible change is that the old myplace provider portal is no longer the standard tool: PACE is now the system that sits behind plans and claiming.
The mechanics of NDIS claiming you already know still apply — claims are tied to real, delivered supports, against a participant's funding, within the plan period. What's changed is the plumbing around how a provider is connected to a participant and how plans are structured. Two ideas matter most: the "my providers" model and the new plan structure.
Processes are still settling
PACE is live, but the exact steps, screens, and terminology continue to change, and they vary depending on how a plan is set up. Treat everything here as the concept, not the click-by-click process. Always confirm the current details with the NDIA at ndis.gov.au and with your plan manager.
The "my providers" model
Under PACE, each participant has a list of "my providers" — the providers they work with. This list is the connection between a participant and a provider, and it has real consequences for whether you can claim.
NDIA-managed (agency-managed) supports
For supports the NDIA manages directly, a provider generally needs to be on the participant's "my providers" list to claim for them. If you're not on the list, the connection that lets you claim agency-managed supports isn't in place yet — so confirming you've been added is something to do before you start delivering.
Plan-managed supports
Plan-managed claiming still flows through the plan manager. You invoice the plan manager, and they claim against the participant's funding and pay you — the same broad shape as before. The "my providers" list is mainly the gatekeeper for agency-managed claiming.
Self-managed supports
For self-managed supports, the participant manages payment directly — you invoice the participant (or their nominee), and they pay you and keep their own records. Again, the agency-managed "my providers" requirement doesn't drive this path.
The practical takeaway: your claiming path depends on how each support is managed in the plan. For anything agency-managed, being on the "my providers" list is the thing that makes claiming possible — so it's worth checking up front rather than discovering it at claim time.
What changed for providers
Service bookings are gone
The old service-booking step no longer exists under PACE. Providers don't create service bookings to lock in funding against a participant — the "my providers" relationship handles the connection instead. If your previous workflow leaned on creating and managing service bookings, that part of the process has changed.
Claiming agency-managed supports requires being a "my provider"
With service bookings gone, the "my providers" list is what authorises agency-managed claiming. For those supports, confirm you're on the participant's list before you deliver and claim. Plan-managed and self-managed paths are unaffected by this requirement — they run through the plan manager or participant as described above.
A new plan structure: flexible vs "stated" funding
PACE plans group funding differently from older plans. Broadly, some funding is flexible within a support category — it can be used across the supports in that category — while some is "stated", meaning it's fixed to specific supports or tied to a quote.
Don't assume funding is flexible. Read each plan carefully to see how a support is managed and whether the funding for it is stated before you deliver and claim against it. Getting this wrong can mean a claim that doesn't have funding behind it the way you expected.
What you need to do
At a practical level, working under PACE comes down to a short checklist. The detail varies by situation, so treat this as the shape of the work — and confirm the live steps with the NDIA.
Share your provider details
Give participants (and their support coordinator, if they have one) the details they need to add you: your legal or registered business name, ABN, and registration number. Accurate details make it easy for them — or their coordinator — to add you as a "my provider".
Get added as a "my provider"
For agency-managed supports, confirm you're on the participant's "my providers" list before you start delivering and claiming. This is the connection that makes agency-managed claiming possible — checking it up front avoids surprises later.
Read the plan: management type and stated vs flexible
Check how each support you'll deliver is managed (agency-managed, plan-managed, or self-managed) and whether the funding behind it is flexible or "stated". That tells you your claiming path and what you can actually claim against before any service is delivered.
Claim against delivered records
Keep claiming tied to actual delivered service records — the support that happened, the date, the duration, and the support item. This hasn't changed with PACE, and it's what keeps your claims defensible if they're ever reviewed.
For NDIS providers using practice management software
Rostrel is built around the PACE model: every shift record links directly to a claim line item, so your claiming is always tied to real delivered service records — the standard PACE requires. Rostrel generates PRODA-ready bulk claim files that reflect the correct support item, date, duration, and management type for each line, removing the manual step of translating shift notes into claim entries. When a participant's plan changes between flexible and stated funding, Rostrel's plan notes let you flag that against the client record so nothing slips through at claim time.
Frequently asked questions
What is the NDIS PACE system?
PACE is the NDIA's newer business and computer system for managing NDIS plans and processing claims. It has replaced the older myplace provider portal as the standard way plans are administered. PACE rolled out nationally and is now in place, though some processes are still settling — so confirm current details with the NDIA.
What is the "my providers" model in PACE?
In PACE, a participant has a list of "my providers" — the providers they work with. For NDIA-managed (agency-managed) supports, a provider generally needs to be on the participant's "my providers" list to claim for them. Plan-managed claiming still flows through the plan manager, and self-managed through the participant.
Do providers still create service bookings under PACE?
No. The old service-booking step is gone under PACE. Providers no longer create service bookings — the "my providers" relationship handles the connection between a participant and an agency-managed provider instead. Confirm the current process with the NDIA, as the steps are still settling.
How is claiming different under PACE for agency-managed supports?
For NDIA-managed (agency-managed) supports, you generally need to be on the participant's "my providers" list before you deliver and claim. Plan-managed claims still go through the plan manager and self-managed claims through the participant — so your claiming path depends on how each support is managed in the plan.
What does a PACE plan look like for funding?
PACE plans group funding differently. Some funding is flexible within a support category, while some is "stated" — fixed to specific supports or quotes. Read each plan carefully before assuming funding is flexible, and confirm how a support is managed and whether it's stated before delivering and claiming.
What access and software changes do providers need for PACE?
The change providers feel first is how they log in: from August 2025 the NDIA began moving provider portal access from PRODA to myID and Relationship Authorisation Manager (RAM), so set those up for anyone who claims or manages your registration. In PACE you also work from a participant's "my providers" list rather than creating service bookings, and you claim against the supports you've been endorsed for. Make sure whatever software you use follows the PACE claiming flow so payments aren't held up.
Confirm the current process with the NDIA
PACE is still settling, and the exact steps, screens, and terminology change over time and vary by situation. This guide is a conceptual overview, not official guidance or the click-by-click process. Before you rely on anything here — especially how a specific support is managed, whether funding is stated, or how to be added as a "my provider" — confirm the current details with the NDIA at ndis.gov.au and with the relevant plan manager.
Keep your claiming clean as PACE settles
Whatever changes around connections and plan structure, the claiming basics hold: claims tied to real delivered service records, ready to submit. Rostrel keeps every claim linked to the shift it came from and produces PRODA-ready bulk claim files — so the claiming side stays tidy while the rest of PACE keeps evolving.
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