New & ended plan manager relationships

Why this matters

A plan manager relationship in PACE is the NDIS-side record that authorises your organisation to manage a participant's plan. If that relationship doesn't exist (or ends), your organisation can't read the participant's data or submit claims on their behalf.

Relationship events arriving from PACE are how your team finds out about new participants joining your plan management, and about existing participants leaving (or moving to another plan manager).

When a new relationship arrives

PACE sends an RLTN_CREATED event. Navigator filters these to plan manager relationships only — other provider role events are ignored.

What your team experiences depends on the ndis_api_notification_automation feature flag.

Automation ON (auto-match)

Navigator tries to match the incoming relationship to an existing customer record by NDIS number:

• Match found — Navigator syncs the customer's plan data, leaves a system note, and does nothing else. No task for your team.
• No match found — Navigator creates a task tagged ndis_api_notification. Your team reviews the event and either links it to an existing prospect/customer or creates a new record.

Automation OFF (manual review)

Every relationship event creates a task regardless of match status. Your team decides what to do with it.

When a relationship ends

PACE sends an RLTN_END_DATE_UPDATED event when a plan manager relationship is scheduled to end or has ended. Navigator:

• Creates a task tagged ndis_api_notification flagging the ending relationship
• Records the end date against the customer
• Does not automatically deactivate the customer — that decision is left to your team

Your team reviews the task and follows your organisation's offboarding process (see Changing a customer's status).

What your team does with these tasks

For new relationships

1. Open the task from your queue (filter by tag ndis_api_notification).
2. Check the participant details — NDIS number, name, relationship start date.
3. Match or create — search Navigator for a matching customer. If one exists, link the task. If not, create a new customer record in Prospect status.
4. Run an initial sync from the customer's profile to populate the plan and budgets.
5. Begin onboarding as per your usual process.

For ended relationships

1. Open the task and confirm the end date.
2. Notify the customer if your organisation reaches out before offboarding.
3. Finalise outstanding work — any pending invoices, tasks, or communications.
4. Set the customer to Inactive once offboarding is complete.

Which provider roles are tracked

PACE sends relationship events for many provider roles — support coordinators, providers, plan managers, and others. Navigator only acts on plan manager relationships, because those are the ones that affect your organisation's ability to manage a participant's plan.

Events for other provider roles are ignored. If your team needs visibility into support coordinator or provider changes, that'd be a feature request for your Kismet contact.