Review of decision for Tasmanian Freight Equalisation Scheme (TFES) 109-17021500

Tell the claimant or claims agent that a request for a review of decision must:

• be requested by the person directly affected by the outcome of the decision
• be within 30 days of notification of the original decision
• be in writing
• include:
• the reason for the request
• evidence to support the request i.e. information not previously provided to support varying the original decision
• be sent to the Tasmanian Transport team via email, fax or post.

• Date stamp and use internal mail to send all paperwork to the Tasmanian Freight Equalisation Scheme
• If a claimant calls or attended an office, call the TFES Service Delivery team directly

Tell the claimant/claims agent to read the Review of Decision information found in Part 7 of the TFES Ministerial Directions.

Most review of decision requests are sent by email to the TFES.Support.

If a request for a review of decision is received by internal mail, post or fax, the TFES admin staff:

• date stamp the paperwork
• scan and upload the documents to the claimant record in myHSI
• create a comment on the claimant record in myHSI including the:
• date of receipt
• documents provided
• send an email to the TFES.Support and CC the TFES Team Leader, to advise the:
• receipt of the request
• claimant code
• claim id (if applicable)

The mailbox portfolio holders creates an activity in the TFES Assessor Tool.

• Open the TFES Assessor Tool
• Select Create new
• Enter the Date received and Date uploaded fields
• Enter Claimant code in Claimant Code field
• Enter Claims Agent code in Agent Code field (if applicable)
• In Claim ID field enter:
• the claim ID (if applicable), or
• review of decision
• Select Save
• Select Allocate
• In Allocate to, select your name from the dropdown menu
• Locate activity in unassigned records and select Allocate box
• Select Save Allocations

If the mailbox portfolio holder was involved in the original decision, they must email the TFES Team Leader:

• with details of the review of decision, including claimant code, claim id
• to ask for the review to be reallocated to a Service Officer not involved in the original decision

The Service Officer, allocated the review of decision is called the reassessment officer.

A person who is directly affected by the outcome of a decision may request a review of the decision.

Check the claimant record.

Was the request of a review of decision made by an authorised person of signatory on the record directly relating to the original outcome?

• Yes, go to Step 4
• No, respond to the person making the request by email:
• Tell them that a review of decision must be requested by an authorised person or signatory on the record that directly relates to the original outcome
• Do not provide any information about the claimant record to an unauthorised person

Claimants have 30 days from the date of notification of the original decision to request a review, unless they have an approved Extension of Time (EOT) for the review period.

Check the claimant Notes tab. If there is an EOT relating to the review of decision, make sure the claimant has met all requirements of the EOT.

Was the request for a review of decision received within 30 days of notification of the original decision, or is there an EOT on the Claimant Notes?

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

If the request for a review of decision is received outside the 30 day and there is no EOT on the Claimant Notes:

• complete the email template, Tasmanian Freight Equalisation Scheme – Review of decision outside 30 days found in the TFES Support email box > stationery
• send the completed email template to the claimant/claims agent

In myHSI:

• upload a copy of the email to the Claimant Documents tab
• copy the email text into the claimant Comments

In the TFES Assessor Tool:

• in Work Type field select Review of Decision from the dropdown menu
• copy the email text into the Comments/Details field
• in Status field select completed

Process ends here.

A claimant/claims agent can ask for review of decision on the following decisions:

• Claimant eligibility
• Goods eligibility
• A claim for assistance

Read the review of decision request to determine the review type.

For a review of:

• claimant or goods eligibility, go to Step 7
• a claim, go to Step 8

For a claimant or goods eligibility review:

Open myHSI – TFES General to access the claimant’s customer reference number (CRN)

• Select Search for Claimants
• Search for Claimant using
• Claimant Code
• Name, or
• ABN
• Select Search
• Make a note of the CRN

In myHSI – TFES General, go to menu options on the left

• Select Create New Activity
• In Manually Create Activity:
• select Claimant review from the dropdown menu
• In Claimant Review Type:
• select Audit (internal) Review from the dropdown menu
• In CRN enter the noted claimant CRN
• In Scheduled date enter tomorrow’s date
• myHSI will only allow a future date to be entered e.g. the review activity is created on 19/07/2022, enter 20/07/2022
• make a note of the Scheduled date
• Select Add

The review activity will not show in the activity list until the scheduled date.

Update the review activity status to in progress

In the TFES Assessor Tool:

• Select the review activity
• In the Work Type field:
• select Review of Decision from the dropdown menu
• In the Comments/Details field:
• enter the details of the review activity. E.g. type of review, scheduled date entered and the date the review must be completed
• Select Save

Go to Table 3

Locate the claim id/s

Check the request for a review of decision documents. If the documents include the claim id of the original decision, note it down.

If the claim id is not in the documents:

• open myHSI – TFES General
• select Search for Claimants
• search for Claimant using
• Claimant Code
• Name, or
• ABN
• select Search
• select the active CRN or Claimant Code
• select the Claims tab to locate the claim id/s relating to the review
• note the claim id/s
• select Close

In the TFES Assessor Tool:

• select the review activity
• in the Work Type field, select Review of Decision from the dropdown menu
• in the Comments/Details field, enter the details of the review activity that has been created
• if the review activity has multiple claims, enter all relates claim ids in this field
• select Save

Go to Table 3

The claimant or claims agent, must provide all required information and evidence with the review of decision request, including:

• the reasons why they believe the original decision should be varied or overturned. They can include additional documents to support the reasons
• if the review is for a claim, any additional invoices, consignment notes or other shipping information not provided with the original claim lodgement

The reassessment officer checks the review:

• is in writing
• was received within 30 days of notification of the original decision
• includes:
• the reason for the request
• evidence to support the request. E.g. Further eligibility information, additional invoices or consignment notes, emails from freight company

Has the claimant or claims agent provided all information and evidence to support the request for a review of decision?

• Yes, go to Step 3
• No, go to Step 2

Contact the claimant/claims agent to ask for the missing information by phone, email or both.

Make 2 genuine attempts:

• If the first contact is unsuccessful, make a second attempt within 48 hours, at a different time of the day:
• If possible, leave a message with a name and number for them to contact and the TFES positional email address
• Tell the claimant they have 21 days to provide the information. If the information is not received, the review will be conducted based on what has been provided

On the Claimant Comments in myHSI and the Comments/Details field of the review activity in the TFES Assessor Tool key:

• details of the request for additional information
• date of the request, and
• claimant/claims agent contact person

Change the status of the activity in the TFES Assessor Tool to ‘awaiting claimant response’.

Has the claimant/claims agent provided the information within 21 days?

• Yes, process the review of decision using all information provided, go to Step 3
• No, process the review of decision without requested information, go to Step 3

Use the following to conduct the review:

• All information provided by the claimant or claims agent, including documents and evidence:
• used to make the original decision
• provided with the request for a review of decision
• Information on the claimant record
• Information obtained from:
• transport or shipping companies
• manufacturers
• suppliers
• The original claim/s if the review of decision is for a claim for assistance

The review of decision must be completed within 30 days of receipt of the request.

The time limit can be extended if more time is needed, To do this:

• inform the claimant or claims agent in writing
• provide the reason for the extension, and
• give an estimated time of completion

Investigate why the original decision was made and use the new information provided in Step 3 to make a recommendation. Enter the recommendation on the Review Report template

If full assessment information is needed, see the Operational Blueprint file for the review activity type.

Review of decision request for a claimant or goods eligibility

• Claimant eligibility, see Register a TFES claimant
• Northbound domestic goods, see Table 2, Step 8 Northbound domestic goods claim assessment for TFES
• Southbound goods, see Add or update TFES southbound goods and suppliers
• Intrastate (KIFG) goods, see Table 3, Step 5 Add or update TFES southbound goods and suppliers table

Review of decision request for a claim for assistance

• TFES northbound domestic claim, see Northbound domestic goods claim assessment for TFES
• TFES Northbound other markets claim, see Northbound other markets claim assessment for TFES
• Intrastate (King Island and Furneaux Group) claim, see Intrastate (King Island and Furneaux Group) claim assessment for TFES
• Southbound manufacturers and miners domestic goods claim, see Table 2 in Southbound manufacturers and miners claims for TFES (M Scheme)
• Southbound manufacturers and miners imported goods claim, see Table 3 in Southbound manufacturers and miners claims for TFES (M Scheme)
• Southbound primary producer domestic goods claim, see Table 2 in Southbound primary producer claim for TFES (P Scheme)
• Southbound primary producer imported goods claim, see Table 3 in Southbound primary producer claim for TFES (P Scheme)
• Horse claim, see Horse claim assessment for TFES
• Brood mare claim, see Brood mare claim assessment for TFES
• Sportspersons or professional entertainers claim, see Sportspersons and professional entertainers claim for TFES
• Furneaux Group additional assistance claim, see Furneaux Group additional assistance claim for TFES

Go to Step 5

Enter all details of the recommendation on the Review Report template:

• Upload the template to the Claimant documents tab
• Complete the Tasmanian Freight Equalisation Scheme - review outcome letter. Include the reasons for affirming or varying the original decision
• Upload the review outcome letter to the Claimant documents tab as a separate pdf

If the reassessment officer review decision is to affirm or vary the original decision for a:

• claimant or goods eligibility, go to Step 6
• claim/s, go to Step 7

Do this step on or after the Scheduled date as noted in Table 2, Step 4.

In myHSI – TFES General go to the Activity List:

• In Activity select Audit (internal) Review from the dropdown menu
• In Role/User select All
• Select Show Unassigned box
• Select Show
• In View Activity screen, select Continue
• In Review Recommendation field:
• copy and paste all details of the eligibility reassessment recommendation from the Review Report template
• include the reasons for affirming or varying the original decision
• Select Submit

The review activity will now be:

• assigned to the QA Officer in myHSI
• visible in the Review tab located on the View Claimant Details screen

In the TFES Assessor Tool:

• Select the review activity
• In Complexity scale select the level of review complexity from the dropdown menu
• In the Comments/Details field:
• copy and paste all details of the eligibility reassessment recommendation from the Review Report template
• include reasons for affirming or varying the original decision
• Change the activity Status to awaiting QA officer
• Select Save

The review activity now shows as allocated to the QA Officer in the TFES Assessor Tool.

To finalise the review, go to Step 8

The reassessment officer actions the review activity.

In the TFES Assessor Tool:

• select the review activity
• in Complexity scale select the level of review complexity from the dropdown menu
• in the Comments/Details field:
• enter all details of the claim review reassessment recommendation, and:
• reasons for affirming or varying the original decision
• change the activity Status to awaiting QA officer
• select Save

This allocates the review activity to the QA Officer in the TFES Assessor Tool.

Once the QA Officer completes the quality checks, they will:

• action the activity in the TFES tool, and:
• email feedback to the reassessment officer

If QA is approved:

• the QA officer:
• completes the activity in myHSI
• completes the activity in the TFES Assessor Tool
• The reassessment officer:
• sends the review outcome letter to the claimant/claims agent

If QA is not approved:

• follow QA instructions
• request Service Support Officer assistance if needed

Adjust the claim:

To adjust a claim that has been:

• rejected in full, see TFES underpayment, overpayment and manual debts
• paid assistance, in myHSI – TFES General home page, see TFES underpayment, overpayment and manual debts

If a claimant or claims agent is not satisfied with the outcome of the reassessment decision, they can request a second review.

The second review is called a departmental review of decision. This is conducted by an officer at the policy department, Department of Infrastructure, Transport, Regional Development, Communications and the Arts.

Tell the claimant or claims agent that a request for a departmental review of decision must:

• be made within 30 days of notification of the first review outcome
• be in writing addressed to The Secretary, Department of Infrastructure, Transport, Regional Development, Communications and the Arts
• include any additional information to support the request e.g. information not previously supplied
• be sent to the Tasmanian Freight Equalisation Scheme (TFES) via email, fax or post. TFES will forward it onto the policy department

Tell the claimant/claims agent to read the Review of reassessment by departmental review officer located in clause 7.3 of the TFES Ministerial Directions.

Most departmental review of decision requests are sent by email to the TFES.Support maibox

If a Departmental review of decision request is received by internal mail, post or fax, the TFES admin staff will:

• date stamp the paperwork
• scan and upload the documents to the claimant record in myHSI
• create a comment on the claimant record in myHSI, including:
• the date of receipt
• the documents received
• Send an email to the TFES.Support mailbox and CC the TFES Team Leader, to advise:
• receipt of a departmental review request
• the claimant code
• the claim id (if applicable)

Go to Step 4

Claimants have 30 days from the date of notification of the reassessment decision to request a departmental review, unless they have an approved Extension of Time (EOT) for the departmental review period.

Check the claimant Notes tab. If there is an EOT relating to the departmental review, make sure the claimant has met all requirements of the EOT.

Was the request for a departmental review received within 30 days of notification of the reassessment decision, or is there an EOT on the Claimant Notes?

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

If a departmental review request is received outside the 30 day time limit and there is no EOT on the Claimant Notes:

• complete and send the email template, Tasmanian Freight Equalisation Scheme – Review of decision outside 30 days found in the TFES Support email box > stationery
• send the completed email template to the claimant/claims agent

In myHSI:

• on the Claimant Documents tab:
• upload the departmental review request email, and
• the email notifying the claimant that the request is outside 30 days
• in claimant Comments:
• enter details of the departmental review request, and:
• copy text from the email notifying the claimant that the request is outside 30 days

Process ends here.

The mailbox portfolio holder uses a TFES web form to send the request for a departmental review to the TFES Service Support Officer (SSO).

Go to G:\NBG_ALL\a_VSSO Request for Assistance\NBG_Transport-WIN10:

• In Enquiry Type, select Transport
• In CRN, enter the claimant Customer Reference Number
• In Enquiry Summary, enter details of the departmental review, including:
• type of review (e.g. eligibility of claim or goods, claim assessment)
• date of original decision
• date of reassessment decision
• Select Submit. This generates the SSO request for assistance email
• Attach a copy of request for a departmental review of decision to the generated email

The mailbox portfolio holder enters the details of the departmental review in myHSI:

• On the Claimant Documents tab, upload:
• the departmental review request email
• a copy of the SSO request email
• In claimant Comments enter, the:
• details of the departmental review request
• date of the SSO request email

When the SSO receives a web form with a request for a departmental review, they:

• forward the Review request to the TTS Program Team
• update Workflow Tracking spreadsheet located in Transport Resources\ROLE SPECIFIC RESOURCES\SSO
• enter the sent date of the request email the Program team in claimant Comments

When the TTP Program team receives a request for a departmental review, they:

• ask for more information from the Service Delivery team if required
• enter details on the Request Tracking Document spreadsheet, located in TFES\7. Programme Operations\Tracking spreadsheets
• email the departmental review request and documentation to the Department of Infrastructure, Transport, Regional Development, Communications and the Arts

Once the departmental review of decision is completed by the policy department, they:

• write to the claimant or claims agent directly to advise the outcome
• email a copy of the decision to the Program team

The Program team forward the email to the TTP Management mailbox.

The TFES Service Support Officer accesses the departmental review outcome from the TTP Management mailbox.

If the result of the departmental review is to

• affirm the first review decision, go to Step 10
• vary the first review decision, go to Step 11

The TFES Service Support Officer:

• uploads the department decision outcome and any related documentation to the claimant documents tab
• enters details of the departmental review decision in the:
• Claimant comments in myHSI, and
• Workflow tracking spreadsheet in Transport_Resources\ROLE SPECIFIC RESOURCES\SSO

The TFES Service Support Officer:

• uploads the departmental decision outcome and any related documentation to the claimant documents tab
• enters details of the departmental decision in the claimant comments
• sends an email to TFES.Support and CCs TFES team leader asking them to allocate the activity to the mailbox portfolio holder

If the mailbox portfolio holder was involved in any other decision relating to the review, they must send an email to the TFES Team Leader:

• with details of the review of decision, including claimant code, claim id etc.
• to request the reallocation of the activity to a Service Officer not involved in decision relating to the review

The person who is allocated the activity:

• takes the required action, e.g. adjust claim, approve claimant etc., see Table 3, Step 4
• notifies the claimant of the actions
• uploads all documentation to the Claimant Documents tab