Retrieving a missing Client record

Occasionally an organisation finds that they are unable to locate a Client record, which we appreciate is a matter of considerable concern because this results in important or critical Client information being lost, including most importantly evidence of service delivery, which is a requirement of your organisation under the NDIS.  

If your organisation finds that a Client record is missing, prior to engaging SupportAbility there are several preliminary searches that can be performed in an attempt to locate the missing record. If these searches prove unsuccessful, your organisation has the option to escalate the matter to SupportAbility for further investigation using paid support contract as deemed necessary. 

Audience: Authorised Representatives, Executive Management, HR Specialist, and Operations Management. 


The following list summarises the content within this article. Click on the links below to take you to the relevant sections:

Possible causes of a missing record

Auto-fill functionality

As many areas in SupportAbility are form-based in structure, if the autofill functionality is turned on in your browser, occasionally commonly used fields such as 'names' may autofill and overwrite the existing name in the Client record, thus unintentionally renaming the record.  

We, therefore, recommend that Staff have the auto-fill functionality turned off in their browsers to prevent this from happening. This link contains instructions on how to disable the autofill functionality for each of the different browsers.

One of the searches outlined below may be helpful in locating a record that has inadvertently been renamed.

Deleted records

Due to the significant and far-reaching consequences of deleting records, we highly recommend that Client records are never deleted, and suggest instead that they are made inactive if no longer required, to preserve important historical data.  

We appreciate that there are times when records need to be deleted, however, the ability to action this should ideally be limited to one or two senior people in an organisation.  The 'Delete Records' Security privilege, must be assigned by SupportAbility and requires authorisation from either a CEO or Company Director if being granted to a Staff Member other than an Authorised Representative.  N.B. It should be kept in mind that Staff who already have the 'Delete Records' privilege and the 'Edit User Accounts' privilege are able to grant this privilege to other Staff Members.

If a Client record has been deleted, this will require escalation to SupportAbility for investigation. Regrettably, deleted records are rarely recoverable, and to even investigate doing so, this must be done under a paid support contract (please see the Paid investigations section below for more information). 

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SupportAbility rules around the deletion of Client records

Due to the serious repercussions of deleting a Client record, SupportAbility has progressively over several version releases, added restrictions to the parameters in which a Client record can be deleted.

17/04/17 - v4.13

Due to the serious repercussions of deleting a Client record, the option to delete a Client record once Activities have been associated with the record has now been restricted.

30/05/2019 - v6.4

Client records cannot be deleted in cases where they are attached to:

  • Activities
  • Journals
  • External Invoices
  • Client Incidents
  • AIR Incidents - People Involved
  • AIR Incidents - Injured Parties
Staff Privileges Report

While the  Staff Privileges Report will not assist with finding a missing Client record, it will, however, provide details as to which Staff currently have the 'Delete Records' privilege granted in their Staff Account.  This may be helpful for your organisation's investigation. 

More information about this report is available in the  Staff Privileges Report article, linked at the end of this article.

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Searching for a missing Client record

We recommend attempting to search for the missing Client record first and foremost by any specific identifiers, such as the Client's NDIS Number, their age, their Client Contacts, or any Activities they may have participated in recently. 

Client Search

The Client Search, accessed from the Dashboard: 

Includes a large range of search criteria, some of which may be helpful in locating the missing record. These include: 

  • NDIA # (NDIS Number)
  • Sites and Services this Client was a participant of
  • Key Support Worker
  • Suburb
  • Age: From/To
  • Gender
  • Country of Birth

N.B. When generating a Client Search the default setting for Active is 'Active Clients Only', therefore it is important to select the option 'All Clients' to ensure the search applies to both active and inactive records:

Information about searching by service participation in the Client Search can be found in the Searching by Service Participation in the Client Search article, linked at the end of this article.

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Client Service Participation Report

The 'Client Service Participation Report', accessed via Reports, may be helpful in locating the missing record, by selecting for known attributes of the related Client's Service Participation:  


Your organisation will have greater ability to refine your report parameters, if Staff are entering the following information in the Client Service Participation section of Client records:

  • Participation Dates
  • Key Support Worker 
  • creating separate entries for each Status, and/or Key Support worker per Site/Service.

If separate entries are not being created per Status or Key Support worker, the report results will only reflect the current settings as SupportAbility does not track changes to these fields.

More information about this report is available in the  Client Service Participation Report article, linked at the end of this article.

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Searching by Activity

Searching by Activity is another way in which a missing Client record can be searched for. 

There are several tools to assist you with this as follows:

  • Activity Search
  • Activity Report
  • Activity Clients Report

Reviewing the participating Clients in the Results List may display a Client name that is unexpected or inaccurate.  That record may be the missing Client record that has unintentionally been renamed.

Activity Search

The Activity Search is accessed via the 'Dashboard', and can be filtered by multiple search criteria, including Activity Dates, Services, Sites, Activity Dates, and Funding Type, for Activities which the missing Client is known to have participated in either historically, or is scheduled to participate in the future:

Activity Report

The Activity Report is accessible via 'Reports':

 and can be filtered by the following search criteria:

  • Staff Members
  • Clients
  • Sites
  • Services
  • Activity Dates
  • Program
  • Activity Sign Off Status

Activity Clients Report

The Activity Clients Report is accessible via 'Reports' and can be filtered by a greater number of search criteria than the Activity Report. Therefore it may be helpful in situations where more information is known about the missing Client record:

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SupportAbility investigation - authorisation and required information

In order for us to conduct an investigation for a missing Client record, it is important that your organisation has attempted to locate the missing Client record internally using the resources outlined above. 

Whilst investigations may be conducted upon your organisation's request, in most cases, this will incur paid support charges. Please see the Support Contract Pricing article linked below for more information. We may be able to provide your organisation with an estimate before conducting the investigation as required. However, paid investigations do not guarantee that the Client information will be located, or recoverable if it has been deleted. Please also see the SupportAbility Event Data Logs and Paid Investigations article for more information. 

If further investigation is required, depending on the situation, formal authorisation on letterhead may need to be provided, including: 

  • The purpose of the investigation e.g. simply the retrieval of a missing Client record, a matter related to a legal investigation, an audit related to the Royal Commission into Abuse and Neglect, etc. 
  • Details of any specific information required by your organisation
  • Staff who are authorised to liaise with SupportAbility regarding this matter
  • As many known details about the Client as you can provide, such as:
    • Full Name
    • Date of Birth
    • Last known address
    • Any known Client Contact details
    • Start and End Dates for receiving Services with your organisation
    • Site/Services the Client participated in
    • Funding Type e.g. NDIS or other
    • Last known date the Client record was accessed

If your organisation has any questions regarding such investigations, please make contact via

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