Going paperless in an NDIS practice
Plan the move from folders and spreadsheets into connected systems.
Read this resource All document packs
For growing provider teams
Systems and Scale Pack
Growing beyond spreadsheets and verbal instructions? Give the team a repeatable way to work.
SOP templates, delegations, access reviews and business continuity tools for growing NDIS providers. Use the CRM selection and migration workbook when spreadsheets and informal processes no longer keep up.
- Edit and adapt in familiar office tools
- Designed for Australian NDIS providers
- Completion guidance inside the editable files
Is this the right pack for you?
Best for
- Growing providers
- Operations managers
- Founders moving work out of their head
Helps you do
- Write down repeatable processes and who owns them
- Plan handovers, system access and business continuity
- Compare and migrate CRM systems with a documented plan
Use this editable starting point within your own service context. Confirm what applies, tailor it to your organisation and implement the controls in practice.
When to use this pack
NDIS operating procedures for a growing business
Choose Systems and Scale when the service is established but daily administration still depends on the owner remembering everything. These optional business tools help you document handovers, responsibilities, reviews and system changes. Start with your service and workforce documents before adding this operations pack.
- Growing your team: use the Process Inventory, Standard Operating Procedure Template and Delegation Matrix to explain who does what and how.
- Preparing for disruption: use the Business Continuity Tabletop Test and System Access Review to check what happens when a key person or system is unavailable.
- Adding a CRM: use the CRM Selection Configuration and Automation Guide and Migration Workbook to compare needs, plan the move and record decisions.
What you receive
What is inside the Systems & Scale pack?
- Individual policies
- 7
- Individual procedures
- 10
- Training and guides
- 8
- Other editable files
- 28
A few included resources
- Standard Operating Procedure Template
- Delegation Matrix
- CRM Configuration and Migration Workbook
Sample shown: Systems and Scale Implementation Guide
View every included fileImplementation sequence
Adopt the system in a sensible order.
Do not open every file at once. Establish the scope and controls first, then configure service records and review how the workflow performs.
- 1
Map current processes
- 2
Assign ownership and delegations
- 3
Adopt SOP and review rhythms
- 4
Evaluate CRM and automation changes
Questions before you buy
Systems & Scale questions, answered.
Clear answers about scope, suitability and what the purchase does not replace.
What systems documents are included?
The pack includes SOP, delegation, operating-rhythm, quality-review, business-continuity, CRM-selection and controlled-automation resources for growing provider teams.
Is this pack required for NDIS registration?
No. It is an optional operations library for providers that need clearer ownership and repeatable processes as their service grows.
Does it include CRM software or implementation services?
No. The templates help you compare, choose, migrate and govern systems. They do not include a CRM subscription or done-for-you implementation.
Build your order
Your Systems & Scale order.
Your cart keeps the packs you’ve chosen. Review your selection and optional extras before checkout.
Complete Systems & Scale manifest
- Individual policies
- 7
- Individual procedures
- 10
- Training and guides
- 8
- Other editable files
- 28
Start with Read first, then configure the working documents you need. Specialist and other conditional templates apply only to the services and circumstances stated. Completion instructions stay inside the templates. Supporting guides cover setup and specialist decisions, without separate completed-example files.
- Formats
- DOCX, XLSX
- Current version
- 1.5.0, catalogue dated 27 September 2026
- Updates
- Secure order-library access lasts 12 months. New versions sit beside earlier versions with a change log, so an adopted document is never silently overwritten. Files already downloaded remain usable under the licence.
- Licence
- One purchase licenses one legal provider entity for unlimited internal use by its employees and contractors. Completed operational records may be shared where needed. Resale, public template distribution, sublicensing and use across unrelated clients are excluded.
Read first
Start with the file index and adoption route for this pack.
Document control
1 file
Safe Use Licensing and Adoption Guide
Keep purchased masters, provider-adopted templates and completed records distinct while applying the one-entity licence.
File details
Applies to Foundation · Module CONTROL
CC-FND-CONTROL-001-S-safe-use-licensing-and-adoption-guide.docx
Delivery folder: 01 Read first
DOCXGuide
Policies
Each policy is its own editable file.
Governance
2 files
Governance and Delegations Policy
Use this policy to check who may make a decision, what evidence is needed and who checks the result.
File details
Applies to Starter Bundle · Module GOV
CC-STA-GOV-001-S-governance-and-delegations-policy.docx
Delivery folder: 02 Policies
DOCXOperational templateRisk Business Continuity and Emergency Governance Policy
Use this policy when a risk changes or an emergency threatens support. It sets who activates, communicates and tests recovery.
File details
Applies to Starter Bundle · Module GOV
CC-STA-GOV-002-S-risk-business-continuity-and-emergency-governance-policy.docx
Delivery folder: 02 Policies
DOCXOperational template
Devices and professional communication
1 file
Mobile Devices Photography and Professional Communication Policy
Use devices and messages safely, obtain specific media permission and preserve professional boundaries.
File details
Applies to Hr Workforce · Module MOBILE
CC-HRW-MOBILE-001-S-mobile-devices-photography-and-professional-communication-policy.docx
Delivery folder: 02 Policies
DOCXOperational template
Whistleblower protection
1 file
Whistleblower Protection Policy
Receive concerns safely, investigate fairly and record lawful disclosure and protection decisions.
File details
Applies to Hr Workforce · Module SPEAK
CC-HRW-SPEAK-001-S-whistleblower-protection-policy.docx
Delivery folder: 02 Policies
DOCXOperational template
Financial management
2 files
Financial Management and Fraud Prevention Policy
Control business funds, authorise payments and reconcile actual financial evidence.
File details
Applies to Starter Bundle · Module FINANCE
CC-STA-FINANCE-001-S-financial-management-and-fraud-prevention-policy.docx
Delivery folder: 02 Policies
DOCXOperational templateFair Pricing Billing Integrity and Refunds Policy
Agree fair charges, check claim evidence and correct or refund errors through the right payer.
File details
Applies to Starter Bundle · Module FINANCE
CC-STA-FINANCE-003-S-fair-pricing-billing-integrity-and-refunds-policy.docx
Delivery folder: 02 Policies
DOCXOperational template
Information security
1 file
Information Security and Safe Records Handling Policy
Protect service information, respond to a suspected breach and record assessment, notification and recovery.
File details
Applies to Systems Scale · Module SECURITY
CC-SYS-SECURITY-001-S-information-security-and-safe-records-handling-policy.docx
Delivery folder: 02 Policies
DOCXOperational template
Procedures
Separate operating steps and records for each workflow.
Operating procedures
5 files
Operating System Governance and Management Review Procedure
Review the provider's connected policies, workflows, systems, measures and risks as an operating system and decide controlled improvements.
File details
Applies to Systems Scale · Module PROC
CC-SYS-PROC-001-S-operating-system-governance-and-management-review-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational templateSystem Access and Data Governance Procedure
Grant, review and revoke system access according to approved role, data purpose, least privilege and complete identity lifecycle.
File details
Applies to Systems Scale · Module PROC
CC-SYS-PROC-002-S-system-access-and-data-governance-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational templateBusiness Continuity and Succession Procedure
Recover critical services and decision authority when people, premises, technology or suppliers are unavailable.
File details
Applies to Systems Scale · Module PROC
CC-SYS-PROC-003-S-business-continuity-and-succession-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational templateDelegations Authority and Approval Procedure
Route each operational, financial, workforce and system decision to a current delegate within defined type, limit and conditions.
File details
Applies to Systems Scale · Module PROC
CC-SYS-PROC-004-S-delegations-authority-and-approval-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational templateKPI Monitoring and Performance Review Procedure
Use well-defined measures and case-level evidence to decide operational action without masking harm, missing data or perverse incentives.
File details
Applies to Systems Scale · Module PROC
CC-SYS-PROC-005-S-kpi-monitoring-and-performance-review-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational template
Devices and professional communication
1 file
Safe Device Messaging and Media Handling Procedure
Use devices and messages safely, obtain specific media permission and preserve professional boundaries.
File details
Applies to Hr Workforce · Module MOBILE
CC-HRW-MOBILE-002-S-safe-device-messaging-and-media-handling-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational template
Whistleblower protection
1 file
Confidential Whistleblower Response Procedure
Receive concerns safely, investigate fairly and record lawful disclosure and protection decisions.
File details
Applies to Hr Workforce · Module SPEAK
CC-HRW-SPEAK-002-S-confidential-whistleblower-response-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational template
Financial management
2 files
Financial Approval Payment and Reconciliation Procedure
Control business funds, authorise payments and reconcile actual financial evidence.
File details
Applies to Starter Bundle · Module FINANCE
CC-STA-FINANCE-002-S-financial-approval-payment-and-reconciliation-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational templateNDIS Claim Checking Correction and Refund Procedure
Agree fair charges, check claim evidence and correct or refund errors through the right payer.
File details
Applies to Starter Bundle · Module FINANCE
CC-STA-FINANCE-004-S-ndis-claim-checking-correction-and-refund-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational template
Information security
1 file
Data Breach Containment Assessment and Notification Procedure
Protect service information, respond to a suspected breach and record assessment, notification and recovery.
File details
Applies to Systems Scale · Module SECURITY
CC-SYS-SECURITY-002-S-data-breach-containment-assessment-and-notification-procedure.docx
Delivery folder: 03 Procedures
DOCXOperational template
Training and guides
Topic-specific implementation, training and reference material.
Document control
2 files
National and State or Territory Decisions Guide
Separate national operating requirements from decisions that depend on where a participant, worker or service is located.
File details
Applies to Foundation · Module CONTROL
CC-FND-CONTROL-002-S-national-and-state-or-territory-decisions-guide.docx
Delivery folder: 04 Training and guides
DOCXGuideDocument Adoption Control and Update Guide
Adopt and revise documents without silently replacing the versions already used in participant or workforce records.
File details
Applies to Foundation · Module CONTROL
CC-FND-CONTROL-003-S-document-adoption-control-and-update-guide.docx
Delivery folder: 04 Training and guides
DOCXGuide
Implementation guides
3 files
Systems and Scale Implementation Guide
Turn a provider's process inventory into a controlled operating system with named owners, reliable handovers and tested recovery.
File details
Applies to Systems Scale · Module GUIDES
CC-SYS-GUIDES-001-S-systems-and-scale-implementation-guide.docx
Delivery folder: 04 Training and guides
DOCXGuideStandard Operating Procedure Design Guide
Write instructions that identify the trigger, authorised inputs, actual actions, exception routes and observable completion.
File details
Applies to Systems Scale · Module GUIDES
CC-SYS-GUIDES-002-S-standard-operating-procedure-design-guide.docx
Delivery folder: 04 Training and guides
DOCXGuideCRM Selection Configuration and Automation Guide
Evaluate CRM workflows against provider requirements and prove access, migration and automation behaviour before adoption.
File details
Applies to Systems Scale · Module GUIDES
CC-SYS-GUIDES-003-S-crm-selection-configuration-and-automation-guide.docx
Delivery folder: 04 Training and guides
DOCXGuide
Devices and professional communication
1 file
Safe Phones Images and Messaging Worker Training
Use devices and messages safely, obtain specific media permission and preserve professional boundaries.
File details
Applies to Hr Workforce · Module MOBILE
CC-HRW-MOBILE-005-S-safe-phones-images-and-messaging-worker-training.docx
Delivery folder: 04 Training and guides
DOCXGuide
Whistleblower protection
1 file
Whistleblower Reporting and Recipient Response Training
Receive concerns safely, investigate fairly and record lawful disclosure and protection decisions.
File details
Applies to Hr Workforce · Module SPEAK
CC-HRW-SPEAK-005-S-whistleblower-reporting-and-recipient-response-training.docx
Delivery folder: 04 Training and guides
DOCXGuide
Information security
1 file
Information Security and Breach First Response Worker Training
Protect service information, respond to a suspected breach and record assessment, notification and recovery.
File details
Applies to Systems Scale · Module SECURITY
CC-SYS-SECURITY-005-S-information-security-and-breach-first-response-worker-training.docx
Delivery folder: 04 Training and guides
DOCXGuide
Forms and working records
Working records to complete as the service operates.
Working tools
5 files
Standard Operating Procedure Template Blank Edition
Write the actual procedure people will follow, using role-specific actions, branching decisions and a testable end state.
File details
Applies to Systems Scale · Module TOOLS
CC-SYS-TOOLS-002-B-standard-operating-procedure-template-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateMeeting Agenda Minutes and Action Record Blank Edition
Use the agenda to identify decisions, not just discussion topics.
File details
Applies to Systems Scale · Module TOOLS
CC-SYS-TOOLS-007-B-meeting-agenda-minutes-and-action-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateChange Request and Decision Record Blank Edition
Assess a specific change against the current adopted baseline before implementation.
File details
Applies to Systems Scale · Module TOOLS
CC-SYS-TOOLS-009-B-change-request-and-decision-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateAutomation Opportunity Assessment Blank Edition
Start with measured work and a bounded use case, not a preferred tool.
File details
Applies to Systems Scale · Module TOOLS
CC-SYS-TOOLS-012-B-automation-opportunity-assessment-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateBusiness Continuity Tabletop Test Blank Edition
Run a discussion-based rehearsal against the actual continuity plan without causing a live outage or sending pretend emergency messages to real recipients.
File details
Applies to Systems Scale · Module TOOLS
CC-SYS-TOOLS-014-B-business-continuity-tabletop-test-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank template
Planning and review
4 files
Strategic and Business Plan Blank Edition
Record actual business decisions, accountable actions and evidence of their outcome.
File details
Applies to Starter Bundle · Module PLAN
CC-STA-PLAN-001-B-strategic-and-business-plan-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateKey Person Cover and Succession Handover Record Blank Edition
Record actual business decisions, accountable actions and evidence of their outcome.
File details
Applies to Starter Bundle · Module PLAN
CC-STA-PLAN-002-B-key-person-cover-and-succession-handover-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateImprovement Action and Effectiveness Review Record Blank Edition
Record actual business decisions, accountable actions and evidence of their outcome.
File details
Applies to Starter Bundle · Module PLAN
CC-STA-PLAN-003-B-improvement-action-and-effectiveness-review-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateOrganisation Insurance Schedule and Coverage Review Blank Edition
Record actual insurance cover, resolve gaps and keep renewals and activity changes under review.
File details
Applies to Starter Bundle · Module PLAN
CC-STA-PLAN-004-B-organisation-insurance-schedule-and-coverage-review-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank template
Devices and professional communication
3 files
Work Device and Personal Device Use Approval Record Blank Edition
Use devices and messages safely, obtain specific media permission and preserve professional boundaries.
File details
Applies to Hr Workforce · Module MOBILE
CC-HRW-MOBILE-003-B-work-device-and-personal-device-use-approval-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateParticipant Photo Video and Publication Consent Record Blank Edition
Use devices and messages safely, obtain specific media permission and preserve professional boundaries.
File details
Applies to Hr Workforce · Module MOBILE
CC-HRW-MOBILE-004-B-participant-photo-video-and-publication-consent-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateDevice and Media Handling Practice Assessment Blank Edition
Use devices and messages safely, obtain specific media permission and preserve professional boundaries.
File details
Applies to Hr Workforce · Module MOBILE
CC-HRW-MOBILE-006-B-device-and-media-handling-practice-assessment-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank template
Whistleblower protection
3 files
Restricted Whistleblower Disclosure and Consent Record Blank Edition
Receive concerns safely, investigate fairly and record lawful disclosure and protection decisions.
File details
Applies to Hr Workforce · Module SPEAK
CC-HRW-SPEAK-003-B-restricted-whistleblower-disclosure-and-consent-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateWhistleblower Investigation and Protection Review Record Blank Edition
Receive concerns safely, investigate fairly and record lawful disclosure and protection decisions.
File details
Applies to Hr Workforce · Module SPEAK
CC-HRW-SPEAK-004-B-whistleblower-investigation-and-protection-review-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateWhistleblower Recipient Practice Assessment Blank Edition
Receive concerns safely, investigate fairly and record lawful disclosure and protection decisions.
File details
Applies to Hr Workforce · Module SPEAK
CC-HRW-SPEAK-006-B-whistleblower-recipient-practice-assessment-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank template
Financial management
4 files
Financial Approval and Reconciliation Review Record Blank Edition
Control business funds, authorise payments and reconcile actual financial evidence.
File details
Applies to Starter Bundle · Module FINANCE
CC-STA-FINANCE-005-B-financial-approval-and-reconciliation-review-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateService Pricing and Claim Conditions Approval Record Blank Edition
Agree fair charges, check claim evidence and correct or refund errors through the right payer.
File details
Applies to Starter Bundle · Module FINANCE
CC-STA-FINANCE-006-B-service-pricing-and-claim-conditions-approval-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateClaim Correction and Refund Record Blank Edition
Agree fair charges, check claim evidence and correct or refund errors through the right payer.
File details
Applies to Starter Bundle · Module FINANCE
CC-STA-FINANCE-007-B-claim-correction-and-refund-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateBusiness Cash Receipt and Reconciliation Record Blank Edition
Control business funds, authorise payments and reconcile actual financial evidence.
File details
Applies to Starter Bundle · Module FINANCE
CC-STA-FINANCE-008-B-business-cash-receipt-and-reconciliation-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank template
Information security
3 files
Data Breach Response Readiness Plan Blank Edition
Protect service information, respond to a suspected breach and record assessment, notification and recovery.
File details
Applies to Systems Scale · Module SECURITY
CC-SYS-SECURITY-003-B-data-breach-response-readiness-plan-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateData Breach Assessment Notification and Recovery Record Blank Edition
Protect service information, respond to a suspected breach and record assessment, notification and recovery.
File details
Applies to Systems Scale · Module SECURITY
CC-SYS-SECURITY-004-B-data-breach-assessment-notification-and-recovery-record-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank templateInformation Security Worker Practice Assessment Blank Edition
Protect service information, respond to a suspected breach and record assessment, notification and recovery.
File details
Applies to Systems Scale · Module SECURITY
CC-SYS-SECURITY-006-B-information-security-worker-practice-assessment-blank-edition.docx
Delivery folder: 06 Forms and working records
DOCXBlank template
Registers and review
Ongoing trackers, registers and assurance workbooks.
Registers
1 file
Document Register Blank Edition
Capture the decisions and evidence required for document register
File details
Applies to Foundation · Module REG
CC-FND-REG-001-B-document-register-blank-edition.xlsx
Delivery folder: 07 Registers and review
XLSXBlank template
Working tools
4 files
Process Inventory Blank Edition
Provide a controlled and practical process inventory for an NDIS provider
File details
Applies to Systems Scale · Module TOOLS
CC-SYS-TOOLS-001-B-process-inventory-blank-edition.xlsx
Delivery folder: 07 Registers and review
XLSXBlank templateDelegation Matrix Blank Edition
Capture the decisions and evidence required for delegation matrix
File details
Applies to Systems Scale · Module TOOLS
CC-SYS-TOOLS-004-B-delegation-matrix-blank-edition.xlsx
Delivery folder: 07 Registers and review
XLSXBlank templateSystem Access Review Blank Edition
Provide a controlled and practical system access review for an NDIS provider
File details
Applies to Systems Scale · Module TOOLS
CC-SYS-TOOLS-011-B-system-access-review-blank-edition.xlsx
Delivery folder: 07 Registers and review
XLSXBlank templateCRM Configuration and Migration Workbook Blank Edition
Capture the decisions and evidence required for crm configuration and migration workbook
File details
Applies to Systems Scale · Module TOOLS
CC-SYS-TOOLS-013-B-crm-configuration-and-migration-workbook-blank-edition.xlsx
Delivery folder: 07 Registers and review
XLSXBlank template
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