Internal review process for care decisions 109-05110000

Complete an announced transfer to Child Support if:

• a non-Centrelink customer contacts Centrelink to request an explanation or a review of a care decision, and
• none of the parties are claiming or receiving family assistance

To transfer:

• transfer the customer to Child Support with an introduction
• advise Child Support
• the customer wants an explanation or review of a Child Support care decision
• none of the parties are affected under family assistance law
• record details on a DOC

A customer may contact Centrelink to request an explanation or review of a care decision.

To check if Centrelink or Child Support was the decision maker:

• 'S'elect the child from the Child Selection (CHS) screen. From the Child Task Selector (CHTS) screen, select:
• Care Align Details to confirm the assessment is finalised and whether Centrelink or Child Support made the care decision
• Families Shared Care (FSC) screen to find out if Centrelink or Child Support made the care decision for the Date of Event (DOE) in question

Advise the customer that the most appropriate program to provide an explanation or undertake a review is the program that made the decision. This is because that program has all the information used to make that decision.

If the customer:

• requests an explanation or review of a care decision made by Child Support:
• transfer the customer to Child Support with an introduction
• advise Child Support that the customer wants an explanation or review of a Child Support care decision
• procedure ends here
• requests an explanation of a decision made by Centrelink, go to Step 2
• wants to apply for a formal review of a care decision made by Centrelink, or wants Centrelink to review the decision made by Child Support, go to Step 3

To undertake the request for an explanation as a Subject Matter Expert (SME), see Table 3.

Centrelink is the most appropriate program to provide an explanation of a care decision made by Centrelink. A SME will provide the explanation of the care decision.

An explanation of a care decision may result in a reassessment (Secretary initiated review). However, an explanation is not a formal review. A customer can apply for a formal review of the decision without requesting an explanation, or at any time after requesting an explanation of the decision.

If a formal review of the decision has already been completed:

• Advise the customer they can ask Child Support to review the decision if they disagree with how the decision has been applied to their Child Support assessment. If the customer wants Child Support to review the decision, transfer the customer to Child Support with an introduction. Procedure ends here
• If the customer disagrees with the care percentage determined by the ARO, tell them they can apply for a first review by the ART. The customer needs to contact the ART to apply. Procedure ends here

To record the request for an explanation, go to Step 6.

There may be times when both Centrelink and Child Support are asked to review the same care decision. The request for review that was made first must be finalised first.

If a Child Support objection was lodged first but has not been finalised, hold the Centrelink formal review until the objection is finalised. This is because the care percentage determined by the Child Support objection will need to be applied to the Centrelink formal review.

If the customer wants to apply for a formal review of the decision but a formal review has already been completed:

• Advise the customer they can ask Child Support to review the decision if they disagree with how the decision has been applied to their Child Support assessment. If the customer wants Child Support to review the decision, transfer the customer to Child Support with an introduction. Procedure ends here
• If the customer disagrees with the care percentage determined by the ARO, tell them they can apply for a further review by the ART. The customer needs to contact the ART to apply. Procedure ends here

To record the application for a formal review for a:

• non-Centrelink customer, go to Step 4
• Centrelink customer, go to Step 6

Do not access any other carer's record.

Explain the Centrelink internal review process.

Obtain as much information as possible. This includes the customer’s full legal name, date of birth, gender, the Child Support Reference number (CSRN), details of the other carer(s), the affected child, the care percentage, DOE in question and contact details.

Search for customer on the system. Note: a non-Centrelink customer may already have a Centrelink Customer Reference Number (CRN). For example, as a child or if they claimed Centrelink payments in the past.

Does a Centrelink record exist and is the child linked to the record?

• Yes, go to Step 6
• No, go to Step 5

If no record exists, add the customer to the system and link their record to the relevant child.

If a Centrelink record exists and the child is not linked, link the customer’s record to the relevant child.

A request for an explanation or an application for formal review should only be recorded for the customer making the request. If appropriate, an ARO will add records for other carers.

If the customer applies for a formal review, and they had requested an explanation of the decision which has not been completed, the explanation must be finalised without changing the original decision. To complete the request for an explanation, run the Internal Review/Explanation script and enter the Outcome ERF (EXPL REQ REPL BY REVIEW).

Record the request for an explanation or application for a formal review using the Internal Review/Explanation script.

The reason for decision in the APL system must be one of:

• Dependent Child Issues (PDC)
• Reconciliation - Shared Care (PRS)
• Shared Care Percentage (PSC)
• Tax Delivery – Shared Care (PTS)
• Reduced Shared Care Portion (CSR)

If Child Support made the original care decision, or if a Child Support objection has been completed, advise the customer that extra time may be needed to obtain information from Child Support.

If the customer is providing new evidence for the care decision, scan any documentation to the customer's record.

After recording the request or application:

• An application for a formal review will be automatically referred to an ARO
• See Table 4 to complete the FAO/REA activity
• A request for an explanation will be referred to a SME.
  Is the staff member receiving the request for explanation a SME with the appropriate skills to action the request?
• Yes, the SME staff member should treat the request as an allocated work item and action the work item. See Table 3
• No, the request will be reallocated to an appropriately skilled SME. Recategorise or reassign the work item if required. See Table 4 to complete the FAO/REA activity

An explanation of a care decision should only be provided by a SME who is appropriately skilled to thoroughly explain the care decision that the customer has enquired about.

Can the SME give the customer an explanation of the care decision?

• Yes, go to Step 2
• No, reassign or recategorise the work item now. Procedure ends here

The customer may have requested an explanation of a decision that Child Support is reviewing or has reviewed.

To check if Child Support is reviewing or has reviewed the care decision, go to the Child's Objection Appeal Details (!COAD) screen in the FAO system for all relevant carers.

The !COAD screen shows details of all requests for review lodged with either Child Support or Centrelink. It should indicate the care periods the review relates to (see note below). Child Support objection information will display only on the !COAD screen of the carer who lodged the objection, even though the objection outcome has effect for all relevant carers for that care decision. Check other carer’s records if there is no review on the customer’s record.

Appeal information on the !COAD screen will be exchanged with Child Support to ensure they are aware of any care decision and care period under review by Centrelink.

To view the !COAD screen:

• Go to the CHS screen for the relevant child/ren
• 'S'elect identified child
• From the Child Task Selector (CHTS) screen, select Child Appeal dtls
• Check the !COAD screen for any reviews which have been registered by the customer
• Repeat these steps for all other carers linked to the child/ren

Note: Child Support appeal indicators do not always display against the care period they relate to. If the !COAD screen does not clearly show which care period is the subject of the Child Support review, create a Fast Note, select Auto Text. Use Families > Enquiry > Alignment of Care.

Objection finalised

• If the customer has requested an explanation of how the objection decision has been applied to their family assistance, go to Step 3
• If the customer wants to apply for a formal review of how the objection decision has been applied to their family assistance, record the application using the Internal Review/Explanation script. Procedure ends here
• If the customer disagrees with the care percentage determined by the Objections Officer, they should be advised that they can apply for a further review by the ART. The customer needs to contact the ART. Procedure ends here

Objection in progress

If the customer has already lodged an objection with Child Support, and the objection is in progress, go to Step 9.

No objection lodged

Proceed with the explanation. Go to Step 3.

The SME should make a genuine attempt to contact the customer on the day the work item is allocated.

Before trying to contact the customer, investigate the record to get a clear understanding of the care decision and why it was made.

Check for:

• Errors in the decision. Coding or calculation errors may have led to an incorrect decision
• Errors in applying the decision, The decision was made correctly but coding errors caused the decision to be applied incorrectly
• Information that was not considered in the original decision. If documents were lodged at a service centre and not scanned to the customer’s record, see Digital image not located on customer record
• The request for an explanation has been recorded correctly. Check that:
• the customer did not want to apply for a formal review of the decision. Check DOCs, uploaded documents, etc. to confirm the customer did not want the decision reviewed. If the customer actually wanted to apply for a formal review of the decision, record the application using the Internal Review/Explanation script. Procedure ends here
• the date of request is the earliest date the customer requested the explanation
• the payment type, decision type and reason for decision correctly describe the care decision the customer wants explained. For a list of valid decision reasons, see Step 6 in Table 2

Do not make any updates.

Are there any errors in the original decision or is there information that has not been considered which is likely to change the decision?

• Yes, go to Step 4
• No, go to Step 5

A care decision affects more than one person. Before making any updates on the customer’s record, consider the outcome and effect on all carers affected by the decision. The Resources page has an example.

Before processing any reassessments needed as a result of an error in the decision or information that has not been considered, make genuine attempts to contact the customer to discuss the impact of:

• not applying for a formal review within 28 days of being notified of the original decision
• the decision being changed more than 28 days after being notified of the original decision during the explanation process

Attempted contact with the customer is required to confirm:

• they are aware of their review and appeal rights including the difference between a SME explanation and a formal review
• they are aware that if the care decision is changed as a result of the SME explanation more than 28 days after the customer was notified of the original decision, it will only affect their child support assessment from the date the SME makes the decision. This will be a later date than their Family Tax Benefit (FTB). The child support assessment date of effect cannot be backdated
• they do not want to apply for a formal review

Try to contact all other carers affected by the decision before the original decision is changed. This is required to:

• thoroughly explain the decision, including the possible new decision and how it will affect them, including the impact on their child support assessment
• answer any questions
• give them the chance to provide more information
• explain their review and appeal rights
• advise they can apply for a formal review if they do not agree with the decision

For more about making a care decision, see Notification and assessment of shared care arrangements for FTB or Change of care for FTB.

Make genuine attempts to contact the customer.

Before trying to contact the customer and other carers, send a pre-call SMS if they are subscribed to electronic messaging. Check the EMOL screen. Do not use the ARO only - Pre-call notification option. It is only used by AROs for applications for formal reviews.

Is the customer contacted?

• Yes, go to Step 6
• No, go to Step 8

Do not make any updates to the customer’s record until after the discussion with the customer and other carers.

During the contact with the customer:

• thoroughly explain the decision
• if required, explain the effect of the change to the decision, including the impacts on their child support assessment if they do not apply for a formal review within 28 days of being notified of the original decision or the decision being changed more than 28 days after being notified of the original decision during the explanation process
• make sure the customer is aware of their review and appeal rights
• answer any questions
• give the customer the chance to provide more information
• advise the customer the other carer may need to be contacted
• arrange other appropriate referrals or help, including social worker referrals

Does the customer want to apply for a formal review of the original decision?

• Yes,
• Run the Internal Review/Explanation script and finalise the request for an explanation with the outcome Decision not changed and record the application for a formal review
• Do not make any updates to the record
• Include information about any identified errors or new evidence when recording the application for a formal review
• Procedure ends here
• No, and the decision is:
• being changed, contact with other carers is required. Go to Step 7
• not being changed, finalise the explanation. Go to Step 8

Contact with all carers is required before any changes can be made to the decision.

Do not contact the other carer if:

• there is family and domestic violence involved
• there is concern that contacting the other carer will place the customer or child at risk, and
• the SME is satisfied (based on the available evidence) that a decision can be changed without contact

Other carers can be advised that the decision is being reconsidered, but not because another carer has requested an explanation. Take care not to disclose protected information to any party. See Accepting and disclosing information.

Make genuine attempts to contact other carers.

Before trying to contact the customer and other carers, send a pre-call SMS if they are subscribed to electronic messaging. Check the EMOL screen. Do not use the ARO only - Pre-call notification option. It is only used by AROs for applications for formal reviews.

During the contact with another carer:

• advise the decision is being reconsidered
• explain the effect of the change to the decision, including the impacts on their child support assessment if they do not apply for a formal review within 28 days of being notified of the original decision or the decision being changed more than 28 days after being notified of the original decision during the explanation process
• ensure the carer is aware of their review and appeal rights
• answer any questions
• give the carer the chance to provide more information
• arrange other appropriate referrals or help, including social worker referrals

Does the carer want to apply for a formal review of the original decision?

• Yes,
• Contact the customer who requested the explanation and advise them that a formal review of the decision will be undertaken
• Do not make any updates
• Finalise the explanation for the customer who requested it. Run the Internal Review/Explanation script and finalise the request for an explanation with the outcome Decision not changed
• Run the Internal Review/Explanation script and record the application for a formal review for the carer who applied for it
• Include information about any identified errors or new evidence when recording the application
• Procedure ends here
• No, finalise the explanation. Go to Step 8

• Process any reassessments needed as a result of an error in the decision or new information
• Record any reassessment and discussion on the explanation DOC
• Run the Internal Review/Explanation script and finalise the request for an explanation with one of the following outcomes:
• Decision not changed if there are no changes to the decision
• Decision partially changed (varied) if there are partial changes to the decision
• Decision completely changed (set-aside and substituted) if the decision is completely 'set aside'
• If the customer was not able to be contacted, the script will create a Q449 letter to be sent to the customer inviting them to contact
• Give feedback to decision makers as appropriate

Procedure ends here.

If the customer has lodged an objection with Child Support, the objection is in progress, and a request for an explanation has been recorded, the SME should try to contact the customer to:

• explain the original decision
• advise the decision cannot be changed because an objection is in progress

Make genuine attempts to contact the customer.

Before trying to contact the customer and other carers, send a pre-call SMS if they are subscribed to electronic messaging. Check the EMOL screen. Do not use the ARO only - Pre-call notification option. It is only used by AROs for applications for formal reviews.

Is the customer contacted?

• Yes,
• thoroughly explain the decision
• advise the customer that no changes can be made to the decision because an objection is in progress
• answer any questions
• arrange other appropriate referrals or help, including social worker referrals
• finalise the explanation
• No, finalise the explanation

To finalise the explanation

• Run the Internal Review/Explanation script and finalise the request for an explanation. Select the outcome Decision not changed
• If the customer could not be contacted, the script will create a Q449 letter to be sent to the customer inviting them to contact

Procedure ends here.

Relevant information will be added to the child record to make sure Child Support is aware:

• of the request for explanation or application for a formal review, and
• that the APL record has been linked to the relevant care period

Recording the explanation or review in the APL system will create a FAO/REA activity The activity will contain keywords starting with #APL. For example, APLCOM, APLFIN.

The FAO/REA activity will only generate if the correct reason for decision is recorded. For valid reasons, see Step 6 in Table 2. If a different reason for decision is recorded, the FAO/REA activity will not be created and the relevant information will not be transferred to Child Support.

If the correct reason for decision has not been recorded, update the MR screen in the APL system. This will create the FAO/REA activity.

Note: where there are multiple explanations or reviews recorded, a system limitation prevents more than one FAO/REA activity being created on a record at one time. The next FAO/REA activity may take up to 24 hours to be created once the previous one has been finalised.

Link the appeal record to the relevant care period(s) in the FAO/REA activity:

• 'S'elect the identified child from CHS
• From the Child Task Selector (CHTS) screen select Child Appeal dtls to go to the Child Objection Appeal Details (!COAD) screen
• Select the APL number to be actioned under Centrelink Appeals
• Select the box next to the relevant care period line under Care Periods
• Repeating this for any other children if the appeal relates to more than one child
• Finalise the REA activity. This ensures the data is transferred to Child Support

Previous entries can be changed if required. For example, an incorrect care period linked to the appeal record.

If the SME or ARO does not have access to the Child Support system, they can create a Fast Note, select Auto Text. Use > Families > Enquiry > Alignment of Care.

Keywords

The Fast Note includes the relevant ACTAOC keyword.

If the request is urgent, add the keyword URGENT.

If neither party is claiming or receiving family assistance, and the customer asks for review of a care decision, go to Step 2.

• Transfer the customer to Child Support with an introduction
• Advise Child Support
• the customer wants to object to a Child Support care decision
• neither party is affected under Family Assistance Law
• Record details on a DOC
• In co-located sites, refer the customer directly to the Child Support Service Officer

If the customer

• requests an explanation of the decision, see Request for an explanation or application for a formal review. Procedure ends here
• asks that the decision be reviewed, go to Step 2

There may be times when both Centrelink and Child Support are asked to review the same care decision. The review request that was lodged first must be finalised first.

To determine if a review is in progress or has been completed, check the Child's Objection Appeal Details (!COAD) screen for all relevant carers.

• Go to the CHS screen for the relevant child/ren
• S'elect the child
• From the Child Task Selector (CHTS) screen select Child Appeal dtls to go to the !COAD screen
• Check any reviews which have been registered by other parties

This screen shows details of all appeals lodged with either Child Support or Centrelink and the specific care periods related to the appeal. Child Support objection information will display only on the !COAD screen of the carer who lodged the objection, even though the objection outcome has effect for all relevant carers for that care decision.

Appeal information on the !COAD screen will be exchanged with Child Support to ensure they are aware of any care decision and care period under review by Centrelink.

If a Child Support objection was lodged first but has not been finalised, the Centrelink review will be held until the objection is finalised. This is because the care percentage determined by the first review will need to be applied in the second review.

• If a Centrelink customer contacts, go to Step 3
• If a non-Centrelink customer contacts (Child Support customer only), go to Step 4

Check if Centrelink/Child Support was the decision maker.

• 'S'elect the child from the Child Selection (CHS) screen
• From the Child Task Selector (CHTS) screen select:
• Care Align Details to confirm the assessment is finalised and whether Centrelink or Child Support finalised the care decision
• Families Shared Care (FSC) screen to check whether Centrelink or Child Support made the care decision for the Date of Event (DOV) in question
• Check if the decision was made by an Integrated Care Team (INC). The activity may show it was processed by either Centrelink or Child Support. Check the DL screen for DOCs created by INC

Go to Step 6.

Do not access any other carer's record.

Explain the role of the Authorised Review Officer (ARO).

Obtain as much information as possible. This includes their full legal name, date of birth, gender, the Child Support ID number, details of the other carer(s), the affected child, the care percentage, DOV in question and contact details.

Search for customer on the system. Note: a non-Centrelink customer may have had a Customer Reference Number (CRN) as a child or had previously claimed Centrelink payments in the past.

Does a Centrelink record exist and is the child linked to the record?

• Yes, go to Step 6
• No, go to Step 5

If no record exists, add the customer to the system and link their record to the relevant child.

If a Centrelink record exists and the child is not linked, link the customer’s record to the relevant child.

Advise the customer that the program that made the care decision is best to conduct the review. If the decision was made by:

• Centrelink, go to Step 7
• Child Support, go to Step 9
• Integrated Care Team (INC), go to Step 10

Centrelink is the most appropriate program to complete the review as they made the original care decision.

Does the customer want Centrelink to review the decision?

• Yes, see Step 2 in Table 3
• No, go to Step 8

• transfer the customer to Child Support with an introduction
• advise child support that the customer wants to object to a care decision made by Centrelink
• record on a DOC that the customer wants Child Support to review the Centrelink care decision and the reason why the customer disagrees with the decision
• Child Support will contact the Families and Child Care processing services staff to obtain any supporting evidence

Procedure ends here

Child Support is the most appropriate program to complete the review as they made the original care decision.

Has a Child Support objection been lodged and/or completed?

• Yes, see Step 3 in Table 3
• No, and the customer:
• is happy to have Child Support review the decision, see Step 1 in Table 3
• wants Centrelink to do the review, see Step 3 in Table 3

Decisions made by an Integrated Care Team may be processed in either the Centrelink or Child Support system.

A request for review of a decision made by INC should be referred to INC.

See Step 2 in Table 3.

Transfer the customer to Child Support with an introduction:

• be clear to say that the customer wants to object to the care decision made by Child Support
• record details on a DOC
• any additional information required will be requested by Child Support

Refer to Child Support for contact details.

Centrelink uses the term 'review' or 'appeal' and Child Support uses the term 'objection'. Both mean that the customer wants to have the care decision reviewed.

Advise the customer that when they speak to Child Support, they need to ask for an 'objection' to the care decision made by Child Support.

Procedure ends here.

Check if the care decision is currently under review or if a review has been finalised. Check the Child's Objection Appeal Details (!COAD) screen for all relevant carers. For help, see Step 2 in Table 2.

• If the decision has been reviewed by Centrelink
• Advise the customer they can ask Child Support to review the decision if they disagree with the way the decision has been applied to their Child Support assessment. If the customer wants Child Support to review the decision, see Step 1 above
• If the customer only disagrees with the care percentage decided by the ARO, they should be advised they can ask for a review of decision by the ART. Go to Step 5
• If the decision has been reviewed by Child Support
• If the customer wants the original care decision and/or impact of the care percentage on their Centrelink payments reviewed, go to Step 3
• If the customer only disagrees with the care percentage determined by the Objections Officer they should be advised they can ask for a review of decision by the ART. Go to Step 5
• If there has been no review of the decision, go to Step 3

Run the Internal Review/Explanation script and include the children's name/s, care percentage, the DOV in question and the reasons why the customer disagrees with the decision. Also include that the customer wants Centrelink to review the care decision.

Select the correct appeal code to ensure Child Support is aware that an appeal has been lodged with Centrelink. Care appeal code reasons that prompt the data exchange with Child Support are:

• Dependent Child Issues (PDC)
• Reconciliation – Shared Care (PRS)
• Shared Care Percentage (PSC)
• Tax Delivery – Shared Care (PTS)
• Reduced Shared Care Portion (CSR)

If Child Support made the original care decision, or if a Child Support objection has been completed, advise the customer that extra time may be required as information from Child Support will need to be obtained.

If the customer is providing new evidence for the care decision, scan any documents to the customer's record

An APL record should be created for the person requesting the review only. Other records will be added for affected parties by the ARO if appropriate.

Smart Centre Call/Access, procedure ends here.

To continue with the review, Families and Child Care processing services including Integrated Care Team (INC) Subject Matter Expert (SME) see Step 2 in Table 4.

The ARO will return the completed review to the referring team for implementation. APL system records may exist for each person affected by the decision.

The Child Support system uses details on the MR screen to determine the date of effect for the child support assessment. It is therefore important to code these fields correctly:

• Benefit type
• Reason for Orig. Decn
• Date Client Queried Decn
• Date Finalised

An ARO can review a care decision that has been reviewed by an Objections Officer and vice versa.

However, an ARO cannot change the care percentage determined by the Objections Officer and an Objections Officer cannot change the care percentage determined by the ARO.

Even though an ARO cannot change a care percentage decision made by an Objections Officer, the effects of the decision can be reviewed and changed if appropriate. For example, a change in the rate of Family Tax Benefit (FTB) that resulted from the care decision or a debt that was raised as a result of the care decision.

Once the objection and/or review is completed, if any party wants to appeal the review decision, they must apply to the ART. See Administrative Review Tribunal (ART) for more information.

If the customer requests a review by the ART:

• If a review was completed by an ARO, the review will already be recorded in the APL system. The ARO must prepare the review evidence for External Review of Decision Team to send to the ART
• If an objection was completed by an Objections Officer but there has been no ARO review, and an affected party has requested an ART appeal, create an appeal record in the APL system. To do this, run the Internal Review/Explanation script and choose 'I am bypassing the DM/ARO Level as the initial review was completed by Child Support and the customer has requested an ART appeal'

See Actioning initial request for statement from ART.

When Child Support Unit (CSU) advises that the customer has requested Child Support review the Centrelink decision:

• collate all documentation relevant to the care decision
• if an ARO review has been completed, include the ARO decision statement and ARO Notes ( uploaded as ARODEC and AROEVD)
• print any relevant DOCs on the customer's record
• fax the documentation to Child Support
• record the action taken in a DOC
• send a reply email to the CSU confirming the documentation has been faxed and the fax number used
• advise the customer that any additional information will be requested by Child Support

Procedure ends here.

On receipt of a request for review of a care decision, check that Child Support is aware that the care decision is under review by ensuring the FAO/REA activity has been completed. The activity will contain a keyword beginning with #APL. For example, APLCOM, APLFIN.

Link the appeal to the care period(s):

• 'S'elect the child from CHS. From the Child Task Selector (CHTS) screen, select Child Appeal dtls to go to the Child Objection Appeal Details (!COAD) screen
• select the APL number to be actioned under Centrelink Appeals
• select the box next to the relevant care period line under Care Periods
• repeat this for any other children if the appeal relates to more than one child

Previous recorded entries can be changed if required. For example, incorrect care period linked to appeal.

If the review is not on the child's !COAD screen, it may be because an incorrect reason was selected when running the script. Go to the Modify Reconsideration (MR) screen in the APL system to manually correct the reason to PDC, PRS, PSC, PTS, or CSR. This will create the FAO/REA activity. Complete that activity as outlined in this step.

Care periods cannot be linked to any Centrelink appeal with a status of Withdrawn, or to any Child Support appeal displayed. Care periods correspond with information coded on the CHC screen and FSC screens.

The review can only be completed by an ARO. The SME needs to gather all relevant evidence for referral to an ARO.

To obtain information about a Child Support care decision, create a Fast Note, select Auto Text. Use Families > Enquiry > Alignment of Care.

Keywords: the template includes the relevant ACTAOC keyword. If the request is urgent, add the keyword 'URGENT'.

The quality check of the appeal cannot be completed until Child Support Unit (CSU) advises the basis of Child Support's care decision.

• If the customer is satisfied with the explanation and does not want to proceed with the review, finalise the review as per normal processing. See SME explanations, ARO referrals and implementing ARO decisions. Procedure ends here
• If the customer is not satisfied with the explanation and wants to proceed with the review, go to Step 5

Make genuine attempts to contact all other people affected by the decision. This is to offer each person the chance to provide more information.

Affected parties can be advised that a review has been requested, but not by whom. Take care not to disclose protected information to any party. See Accepting and disclosing information.

Ensure that all relevant information is documented, including attempts to contact customers.

The request for review should be referred to an ARO as per normal processing. See Reviews by an Authorised Review Officer (ARO).