First contact about a decision and the internal review process 109-03000000

• Service Officers making an outbound call to a customer to discuss an unfavourable decision about to be made, go to Step 4
• If the customer has lodged a new Explanation or formal review of a decision (SS351) or ABSTUDY and Assistance for Isolated Children (AIC) Explanation or formal review of a decision (SY054) form or Service Officer has been allocated a form work item, see Table 4
• Service Officers taking an inbound call or face-to-face enquiry from a customer, go to Step 2

After checking why the customer has contacted, ask them what they would like to do or know about the decision.

Ask appropriate questions to understand the customer’s enquiry so their concerns can be addressed, or they can be referred to the relevant business area. See Resources for examples of referrals to the relevant business area.

If the customer asks about:

• an SS351 (Explanation or formal review of a decision) or SY054 (ABSTUDY and Assistance for Isolated Children (AIC) Explanation or formal review of a decision) form that has been lodged, see Table 4
• a decision about a debt automatically raised due to corrected or updated earnings for one entitlement period, see Explaining and actioning negative adjustments on the Assessment Results (AR) screen
• a Compliance Intervention Process decision, see Information for Service Delivery and Smart Centres about Compliance Intervention Processes. These include:
• Earned Income Intervention (EII)
• Unearned Income Intervention (UII)
• Study Load Interventions (SLI)
• Qualification Interventions
• Relationship Status Interventions (RSI)
• a decision made under the Targeted Compliance Framework or Job Seeker Compliance Model, see Non-compliance with compulsory requirements - review and appeals
• a family assistance care decision, see Internal review process for care decisions
• a family assistance reconciliation decision, see:
• Enquiries about Family Tax Benefit (FTB) reconciliation or lump sum claim for FTB
• Customer enquires about Child Care Subsidy (CCS) reconciliation outcome for CCS
• an Emergency Management payment decision, see Emergency Management – internal review process. This includes:
• High-Risk Settings Pandemic Payment (HRSPP)
• Pandemic Leave Disaster Payment (PLDP)
• COVID-19 Disaster Payment
• Australian Government Disaster Recovery Payment (ADGRP)
• Disaster Recovery Allowance (DRA)
• New Zealand Disaster Recovery Payment (NZ DRP)
• New Zealand Disaster Recovery Allowance (NZ DRA)
• a decision relating to changed, missing or cancelled child care attendance data, go to Step 3

For all other decisions, go to Step 5.

This is data that a child care provider has given to the Department of Education.

• If it relates to legacy Child Care Benefit (CCB) or Child Care Rebate (CCR):
• If the customer has not been able to resolve the issue with the child care provider, refer to the Child Care Management System (CCMS) Support Team to check the data. See Customer queries CCMS information
• If the CCMS Support Team has finalised a referred enquiry, and the customer would like to discuss the decision, go to Step 5
• If it relates to Child Care Subsidy (CCS) or Additional Child Care Subsidy (ACCS), see CCS and ACCS - Viewing attendance reports

If the customer is enquiring about a different child care decision, go to Step 5.

Make genuine attempts to contact the customer to discuss the decision.

If contact with the customer is:

• successful, go to Step 5
• unsuccessful after the second attempt, make sure all relevant information about attempts to contact have been recorded and make the unfavourable decision. Procedure ends here

Check the customer's record and gather more information to discuss the decision with the customer.

Discuss the decision with the customer and answer any questions.

If any errors are identified:

• Service Officers who do not have the skills to undertake a reassessment, see Table 2, Step 4
• Service Officers with the appropriate skills must complete a reassessment and correct any errors

After discussing the decision and taking any appropriate action:

• if the customer has given or wants to give more information about a recent decision, see Table 2
• if the customer would like to make a complaint, go to Step 6
• give the customer their internal review options. See Table 3.

Refer to Managing complaints and feedback.

Tell the customer:

• ‘I can help you by recording your complaint. If you don’t want to lodge a complaint now, you can also send us your complaint through your online account.'

If the customer wants to make a complaint now, record the complaint.

Then, give them their internal review options. See Table 3.

The customer has given or wants to give further information relating to a recent decision.

If the customer has already requested an explanation or applied for a formal review of the decision:

• check the customer's record to confirm receipt of any documents
• upload further information if needed
• the SME or ARO will consider the information
• Procedure ends here

If the customer has not already requested an explanation or applied for a formal review:

• If they have provided information not yet actioned, go to Step 2
• If they have information to provide, go to Step 5

Check the customer's record to confirm receipt of any documents.

Make sure any documents have been added or scanned to the customer’s record and can be read.

If the documents or details relate to:

• a claim rejected for the following reasons, see Request to reassess a rejected claim:
• FRC (failed to reply to correspondence
• FSD (failed to supply documents)
• POI (proof of identity)
• IME (insufficient / no medical evidence for DSP)
• FRP (failed to report)
• Procedure ends here
• any other decision:
• If the Service Officer is skilled to action the information, go to Step 3
• If the Service Officer is not skilled to action the information, go to Step 4

• Reassess the decision using the new information
• Document the reassessment on a DOC or Note on the customer’s record
• Discuss the new decision with the customer
• Give the customer their internal review options. See Table 3

Use the support resources available if the matter is complex, or if support is needed to finalise the customer's enquiry. See Technical Support Model.

If the information cannot be actioned or the error cannot be corrected to finalise the customer’s enquiry:

Customer is on the phone

If staff must transfer the call to another business team to assess the information or correct errors to finalise the customer’s enquiry, tell them:

• 'I will transfer you to a skilled service officer to complete a reassessment and advise you of the outcome. However, there are other options available if you don't understand or don't agree with the decision’
• Give the customer their internal review options. See Table 3
• If the customer does not want to request an explanation of decision or apply for a formal review, transfer the call to the appropriate business area
• Procedure ends here

Customer is face to face or call transfer will not resolve the customer’s enquiry, tell them:

• 'I will arrange for a skilled officer to complete a reassessment and advise you of the outcome. However, there are other options available if you don't understand or don't agree with the decision, such as requesting an explanation or applying for a formal review'
• Give the customer their internal review options. See Table 3
• If the customer does not want to request an explanation of decision or apply for a formal review, use Operational Blueprint to find the appropriate Fast Note to refer the request to the relevant business area to assess the information or correct errors
• Procedure ends here

Tell the customer:

• 'You should lodge <further information> as soon as you can, preferably within 7 days. You can upload documents using our online services. 'A Service Officer will consider the information and advise you of the outcome. However, there are other options available if you don’t understand or don’t agree with the decision.'
• Give the customer their internal review options. See Table 3.

Staff using Services Australia Workspace can use a payment-specific automated message to give the customer their internal review options and timeframes. Go to Step 2.

Note: there is no automated message for Australian Government Disaster Recovery Payment (AGDRP), Disaster Recovery Payment for New Zealand non-protected Special Category (subclass 444) visa holders (NZ DRP), Disaster Recovery Allowance (DRA), New Zealand non-protected Special Category (subclass 444) visa holders (NZ DRA) decisions. Go to Step 7.

Staff who are not using Services Australia Workspace should give the information to the customer themselves.

For:

• ABSTUDY or Assistance for Isolated Children Scheme, go to Step 3
• Child Care Subsidy (including Additional Child Care Subsidy), go to Step 4
• Debts, go to Step 5
• Family Tax Benefit, go to Step 6
• AGDRP, NZ DRP, DRA or NZ DRA, go to Step 7
• Generic (for other decisions not listed), go to Step 8
• Paid Parental Leave (including Dad and Partner Pay), go to Step 9
• Tertiary Access Payment (TAP), go to Step 10

Tell the customer:

'A recorded message will now be played which will provide you with information about your internal review options and timeframes. It won’t take very long and I’ll be listening with you.’

Locate and play the relevant automated message:

• In Services Australia Workspace, select the cassette icon. The automated messages list will appear
• Select the right message for the decision (listed below), then select play.
  Note: when the automated message is finished, the pop-up box will close automatically
• CLK IntRev ABSTUDY or AIC (Assistance for Isolated Children)
• CLK IntRev Child Care Subsidy (including Additional Child Care Subsidy), also available in:
  - Arabic
  - Vietnamese
  - Mandarin
• CLK IntRev Debts, also available in:
  - Arabic
  - Vietnamese
  - Mandarin
• CLK IntRev Family Tax Benefit, also available in:
  - Arabic
  - Vietnamese
  - Mandarin
• CLK IntRev Generic (for other decisions not listed), also available in:
  - Arabic
  - Vietnamese
  - Mandarin
  - Cantonese
  - Dari
• CLK IntRev Paid Parental Leave (including Dad and Partner Pay)
• CLK IntRev Tertiary Access Payment

Does the customer want more information about their internal review options?

• Yes, go to Step 11
• No, go to Step 12

Tell the customer:

• ‘There are options available if you do not understand or agree with a decision we have made.’
• ‘Your first option is to ask for an explanation of the decision. An experienced staff member will contact you to explain the decision and answer any questions you have. We may be able to resolve your concerns without the need for a formal review. We aim to contact you within 14 days.’
• ‘Your second option is to apply for a formal review of the decision. An Authorised Review Officer will contact you and review the decision. We aim to complete formal reviews within 49 days.’
• ‘You can apply for a formal review of a decision about ABSTUDY or the Assistance for Isolated Children Scheme at any time.’
• ‘This does not apply if the decision is about the recovery of a debt. You must apply for a formal review within 90 days from the date we made our decision.’
• ‘If you would like to provide further information about the decision we have made, you can upload documents via your Express Plus mobile app or Centrelink online account.’
• ‘You can let me know your preferred option now, or you can ask for more information about your options.’

Does the customer want more information about their internal review options?

• Yes, go to Step 11
• No, go to Step 12

Tell the customer:

• ‘There are options available if you do not understand or agree with a decision we have made.’
• ‘Your first option is to ask for an explanation of the decision. An experienced staff member will contact you to explain the decision and answer any questions you have. We may be able to resolve your concerns without the need for a formal review. We aim to contact you within 14 days.’
• ‘Your second option is to apply for a formal review of the decision. An Authorised Review Officer will contact you and review the decision. We aim to complete formal reviews within 49 days.’
• ‘You must apply for a formal review of a Child Care Subsidy or Additional Child Care Subsidy decision within 90 days from the date we tell you about the decision.’
• ‘If you would like to provide further information about the decision we have made, you can upload documents via your Express Plus mobile app or Centrelink online account.’
• ‘You can let me know your preferred option now, or you can ask for more information about your options.’

Does the customer want more information about their internal review options?

• Yes, go to Step 11
• No, go to Step 12

Tell the customer:

• ‘There are options available if you do not understand or agree with a decision we have made.’
• ‘Your first option is to ask for an explanation of the decision. An experienced staff member will contact you to explain the decision and answer any questions you have. We may be able to resolve your concerns without the need for a formal review. We aim to contact you within 14 days.’
• ‘Your second option is to apply for a formal review of the decision. An Authorised Review Officer will contact you and review the decision. We aim to complete formal reviews within 49 days.’
• ‘You can apply for a formal review of a debt decision at any time. This does not apply to a debt for ABSTUDY, Assistance for Isolated Children or Tertiary Access Payment debts.
• For ABSTUDY or Assistance for Isolated Children debts, you must apply for a formal review within 90 days from the date we made our decision.’
• ‘For Tertiary Access Payment debts, you must apply for a formal review within 90 days from when we tell you about the decision.’
• ‘We can pause debt repayments until your request for an explanation or review is complete. To pause your debt repayments please advise me now.’
• ‘If you would like to provide further information about the decision we have made, you can upload documents via your Express Plus mobile app or Centrelink online account.’
• ‘You can let me know your preferred option now, or you can ask for more information about your options.’

Does the customer want more information about their internal review options?

• Yes, go to Step 11
• No, go to Step 12

Tell the customer:

• ‘There are options available if you do not understand or agree with a decision we have made.’
• ‘Your first option is to ask for an explanation of the decision. An experienced staff member will contact you to explain the decision and answer any questions you have. We may be able to resolve your concerns without the need for a formal review. We aim to contact you within 14 days.’
• ‘Your second option is to apply for a formal review of the decision. An Authorised Review Officer will contact you and review the decision. We aim to complete formal reviews within 49 days.’
• ‘You should apply for a formal review of a Family Tax Benefit decision within 52 weeks from the date we tell you about the decision.’
• ‘If you are also a Child Support customer and the decision affects your child support assessment, you should apply for a formal review within 28 days from the date we tell you about the decision.’
• ‘If you would like to provide further information about the decision we have made, you can upload documents via your Express Plus mobile app or Centrelink online account.’
• ‘You can let me know your preferred option now, or you can ask for more information about your options.’

Does the customer want more information about their internal review options?

• Yes, go to Step 11
• No, go to Step 12

Tell the customer:

• ‘There are options available if you do not understand or agree with a decision we have made.’
• ‘Your first option is to ask for an explanation of the decision. An experienced staff member will contact you to explain the decision and answer any questions you have. We may be able to resolve your concerns without the need for a formal review. We aim to contact you within 14 days.’
• ‘Your second option is to apply for a formal review of the decision. An Authorised Review Officer will contact you and review the decision. We aim to complete formal reviews within 49 days.'
• AGDRP or NZ DRP ‘You can apply for a formal review at any time.’
• DRA or NZ DRA
• ‘If you want to ask for a formal review, you should apply as soon as possible. If the application is delayed and we can change the decision, we may not be able to pay you the 13 week entitlement in full, or any back payment.'
• If you would like to provide further information about the decision we have made, you can upload documents via your Express Plus mobile app or Centrelink online account.’
• ‘You can let me know your preferred option now, or you can ask for more information about your options.’

Does the customer want more information about their internal review options?

• Yes, go to Step 11
• No, go to Step 12

Tell the customer:

• ‘There are options available if you do not understand or agree with a decision we have made.’
• ‘Your first option is to ask for an explanation of the decision. An experienced staff member will contact you to explain the decision and answer any questions you have. We may be able to resolve your concerns without the need for a formal review. We aim to contact you within 14 days.’
• ‘Your second option is to apply for a formal review of the decision. An Authorised Review Officer will contact you and review the decision. We aim to complete formal reviews within 49 days.’
• ‘You should apply for a formal review within 13 weeks from the date we tell you about the decision.’
• ‘You can still apply for a formal review after 13 weeks, but if we can change the decision, you may only get your entitlement from the date you applied for a formal review.’
• ‘If you would like to provide further information about the decision we have made you can upload documents via your Express Plus mobile app or Centrelink online account.’
• ‘You can let me know your preferred option now, or you can ask for more information about your options.’

Does the customer want more information about their internal review options?

• Yes, go to Step 11
• No, go to Step 12

Tell the customer:

• ‘There are options available if you do not understand or agree with a decision we have made.’
• ‘Your first option is to ask for an explanation of the decision. An experienced staff member will contact you to explain the decision and answer any questions you have. We may be able to resolve your concerns without the need for a formal review. We aim to contact you within 14 days.’
• ‘Your second option is to apply for a formal review of the decision. An Authorised Review Officer will contact you and review the decision. We aim to complete formal reviews within 49 days.’
• ‘You should apply for a formal review of a Parental Leave Pay or Dad and Partner Pay decision within 28 days after the day we make the decision.’
• ‘You cannot apply for a review of a decision about who is responsible to pay your Parental Leave Pay.’
• ‘If you would like to provide further information about the decision we have made, you can upload documents via your Express Plus mobile app or Centrelink online account.’
• ‘You can let me know your preferred option now, or you can ask for more information about your options.’

Does the customer want more information about their internal review options?

• Yes, go to Step 11
• No, go to Step 12

Tell the customer:

• ‘There are options available if you do not understand or agree with a decision we have made.’
• ‘Your first option is to ask for an explanation of the decision. An experienced staff member will contact you to explain the decision and answer any questions you have. We may be able to resolve your concerns without the need for a formal review. We aim to contact you within 14 days.’
• ‘Your second option is to apply for a formal review of the decision. An Authorised Review Officer will contact you and review the decision. We aim to complete formal reviews within 49 days.’
• ‘You must apply for a formal review of a Tertiary Access Payment decision within 90 days from when we tell you about the decision.’
• ‘If you would like to provide further information about the decision we have made, you can upload documents via your Express Plus mobile app or Centrelink online account.’
• ‘You can let me know your preferred option now, or you can ask for more information about your options.’

Does the customer want more information about their internal review options?

• Yes, go to Step 11
• No, go to Step 12

The customer may want more information about their internal review options. Refer to payment specific messages in this table if required.

Further information may include:

• the customer has the option to request an explanation or apply for a formal review
• the estimated timeframes for expected contact
• they do not have to choose now, they can contact at another time and request an explanation or apply for a formal review
• the timeframes to apply for a formal review
• if they choose to request an explanation, they can change their mind and apply for a formal review at any time

Go to Step 12.

Customer Service Delivery Group (CSDG) Service Officers
(such as Service Centres/Face to Face, Smart Centres Operations, Service Delivery Partners)

• Document the discussion with the customer, run the Internal Review/Explanation script and select Document decision discussion
• If the customer wants to request an explanation, record the request for an explanation
• If the customer wants to apply for a formal review, record the application for a formal review

Non-CSDG Service Officers
(such as Intelligence, Fraud Investigations and Payment Assurance Operations teams)

• Document the discussion with the customer. Do not select Document decision discussion in the Internal Review/Explanation script
• If the customer wants to request an explanation, record the request for an explanation
• If the customer wants to apply for a formal review, record the application for a formal review

Procedure ends here.

• To request an explanation or apply for a formal review of a decision, a customer may upload or lodge an
• Explanation or formal review of a decision (SS351) form, or
• ABSTUDY and Assistance for isolated Children (AIC) Explanation or formal review of decision (SY054) form
• If the customer is contacting about a SS351/SY054 form they have already lodged, go to Step 2
• If the customer is lodging a new SS351/SY054 form or a Service Officer has been allocated a form work item, see Request for an explanation or application for a formal review

Check the customer’s record to see if the request for explanation or application for formal review of the decision has been recorded. Check the:

• DL screen for DOCs relating to the request or application
• ACL screen in the Appeal (APL) system to see if there is an APL record for the explanation or formal review

If the review form has been processed and the request for explanation or formal review has been recorded:

• the request/application is in progress, tell the customer that their request/application has been received and will be allocated to an experienced officer/Authorised Review Officer to be completed
• the request/application has been finalised, tell the customer about the outcome of their request/application based on the information recorded on the customers record

If the review form has not been processed, record the customer’s request for an explanation or application for a formal review. See Request for an explanation or application for a formal review.

Procedure ends here.