The PACE Rollout Has Landed: Was Your NDIS Business Ready for the Shift?

On 17 June, the NDIS world saw one of the biggest system overhauls in recent years and for providers, the impact was immediate.

The NDIA officially rolled out the new PACE system, and for those who thought it was just another tech update, reality hit hard. This change was not about tweaking a few dashboards or learning a new portal. It was a complete transformation in how participant funding was structured, accessed and reported.

And the big question leading into it was, were we ready?

PACE, or “Platform for Agency Claims and Engagement,” was designed to simplify, modernise and streamline the way providers interacted with participant plans. But it did more than that. It shifted the entire mindset around service delivery.

Under PACE, funding was no longer a flexible bucket. It became purpose driven, tied directly to participant goals, with funds released in set timeframes. This meant providers had to be sharper than ever when it came to aligning services with outcomes, budgeting precisely and keeping a close eye on delivery timing.

It was not just a logistical shift. It was a systems shift and a cultural one too.

The businesses that felt this rollout the most were those still operating reactively. Chasing invoices, offering generic services or lacking clear goal mapping.

Under PACE:

• Funding could only be claimed within strict timeframes.

• All services had to be directly linked to participant goals.

• Accurate, detailed documentation became non negotiable.
  

For businesses that had already invested in strong internal systems, clear documentation, staff training and strategic planning, this shift felt more like a step forward than a hurdle.

But for others, it created friction. Not because the system was wrong, but because their systems were not ready.

This rollout demanded more than admin updates. It required a change in how providers thought about support.

Service delivery was no longer about simply offering help. It became about intentional impact.

The question became, what specific participant goal are we supporting, and how will we demonstrate that?

This shift brought with it a silver lining. Increased clarity and accountability. Providers could now build stronger, trust based relationships with participants, backed by measurable outcomes.

But this only worked for those who embraced the change early.

Looking back, here’s what successful businesses did in the lead up to 17 June:

1. Educated Their Teams
   They studied the changes, trained their staff and made sure every department understood what PACE meant for them.

2. Audited Their Participants’ Goals
   They ensured that every client had clearly documented goals and that services were mapped accordingly.

3. Updated Internal Systems
   Providers modernised their tools and templates to support real time reporting and funding alignment.

4. Ran Staff Training
   They didn’t assume their team would just figure it out. Instead, they offered goal mapping workshops, process updates and simple, practical guides.

5. Strengthened Participant Communication
   They sat down with participants, explained the changes in plain language and reassured them that their services would remain focused, goal oriented and timely.
   

Now that the dust had begun to settle, the long term benefits of the PACE rollout were starting to emerge.

Yes, the initial phase involved more paperwork, more training and some uncomfortable adjustments. But providers who leaned in early were already starting to see stronger engagement, better results and more meaningful tracking of outcomes.

This was not just a change in systems. It was a deepening of the NDIS’s commitment to real, measurable impact.

My Personal Reflection

As someone who spent five years building a multi million dollar NDIS business, I’ve experienced firsthand how system changes can either stretch you to breaking point or strengthen your foundation.

The providers who thrived through this change were not necessarily the biggest or most resourced. They were the most prepared.

I always say, adapt early, lead early. The rollout of PACE proved that once again.

This change asked us to step up. To be more intentional, more responsive and more aligned with the heart of what we do. Helping people reach their goals.

So, How Did You Go?

If you’ve navigated the PACE changes with clarity and confidence, celebrate that win. It’s huge. If you’re still feeling the pinch, you’re not alone.

Let’s open the conversation. Share what worked, what didn’t and what you learned. Your story could help another provider find their feet.

And if you're realising now that your business needs stronger systems, better documentation or a clearer strategic direction, it’s not too late to build that foundation. The best time to improve was yesterday. The next best time is today.

Need help? That’s what I’m here for.

You’ve got this.

Let’s move forward, together.

Vanessa Norman