Additional Child Care Subsidy (ACCS) (child wellbeing) review and appeals 007-19021400

As ACCS (child wellbeing) decisions impact the child care service and the customer, both parties have a right of review and can appeal a decision regarding an ACCS (child wellbeing) application.

If the customer or provider is not satisfied with the outcome of the initial review, they can seek a review from an Authorised Review Officer (ARO). If the service or customer believe the ARO decision is incorrect, they can appeal to the Administrative Review Tribunal (ART).

Services can email the ACCS (child wellbeing) appeal team to:

• explain a rejected ACCS (child wellbeing) application
• clarify the start date of a ACCS (child well being) application
• access their review/appeal rights

Services need to provide their Service ID (1900 number) and the Document ID of the application they would like information on. The mailbox will try to provide a response within 10 working days.

To seek a review of an ACCS (child wellbeing) decision, services may:

• complete the Additional Child Care Subsidy - Request for Review form (which they can obtain by emailing the ACCS review mailbox or a copy is available on the Resources page), or
• convey their request for a review of decision

Services must create a new application and upload the review request and any supporting evidence to the new application. The dates may not match the rejected determination application and Service Officers may need to amend these when finalising their assessment. An application for review must be made within 13 weeks of being notified of the original decision.

Favourable outcomes of reviews initiated by the service should be treated as a reassessment and managed within the provider record in Process Direct.

Unfavourable outcomes will also need to be recorded on the customer record (in Customer Record) using the review and appeal script.

Customers who contact in regards to their ACCS (child wellbeing) assessment should be referred back to their providers at first instance to discuss any concerns they may have regarding the payment.

Information about ACCS (child wellbeing) customer entitlements can be located on the customer record in Process Direct, Child Care icon under the ACCS child wellbeing section.

If the customer has discussed their concerns with the provider and still does not agree with the decision, a request for formal review can be recorded on the customer record via the Internal Review/Explanation Script. There is no requirement to record any detail on the provider record where the customer is formally appealing.

A SME is an experienced offer who is independent of the original decision, including decisions made by specialist officers. An ACCS SME is responsible for explaining a decision as required by a customer for ACCS payments. For further information on the SME role, see SME explanations, ARO referrals and implementing ARO decisions.