Service Bookings and PACE
How service bookings work under the NDIS PACE system now, the 'my providers' list and endorsements, and what it means for agency-managed supports.
If you've heard the term 'service booking' but your plan talks about 'my providers', you're seeing the shift to the NDIS PACE system. PACE changed how supports are set up and claimed, especially for agency-managed participants. This guide explains how service bookings work now, what the 'my providers' list and endorsements mean, and what all of it means for your plan day to day.
What PACE changed
From service bookings to 'my providers'
Endorsing a provider
What this means for agency-managed supports
Plan-managed and self-managed under PACE
If a provider isn't showing or a claim is rejected
Frequently asked questions
What is PACE on the NDIS?
PACE is the current NDIS computer system for participants and providers, replacing the older system. It changed some of the mechanics of running a plan, including how providers connect to your plan through a 'my providers' list and how certain supports are claimed. Day to day, you still choose…
What happened to service bookings under PACE?
The older system often needed a 'service booking' to set aside budget for an agency-managed provider. PACE largely replaced this with a 'my providers' list: the providers you work with are added to your plan so they can claim for supports. It's meant to be simpler than setting up separate service…
What does it mean to endorse a provider?
Endorsing gives a provider the ability to see and work with the relevant parts of your plan. You'd typically endorse a plan manager so they can manage the funding they look after, and a support coordinator or recovery coach so they can help you run your plan. Other providers are added so they can…
Why can't my provider claim for supports?
Usually because they aren't connected to your plan correctly under PACE, rather than a problem with your funding. Check they've been added to your 'my providers' list, ask whether their claim was submitted, and contact your LAC, planner or the NDIA to have them added or endorsed if needed.
Does PACE affect plan-managed and self-managed plans?
Yes, but less visibly. Plan-managed participants usually endorse their plan manager, who handles claims and provider connections for them. Self-managers arrange and claim supports themselves and rely less on providers being connected in a particular way, but must keep good records, as in Preparing…
Do I need to understand the technical side of PACE?
No. The key idea is simply that your providers need to be connected to your plan in the right way so claims can be made. If something isn't working, your LAC, planner or a support coordinator can sort out the setup, so you don't need to master the system yourself.