First contact about a decision and the internal review process 109-03000000
If a customer contacts about formal review delays, staff must read this Operational Message: Formal review delays
This page contains information to help Service Officers when:
- a customer makes initial contact about a Centrelink decision that has been made
- the Service Officer contacts a customer about an unfavourable decision about to be made
A separate procedure applies if the customer has an existing request for an explanation or application for a formal review of the decision.
On this page:
Customer has further information
Give the customer their internal review options
Customer has lodged an Explanation or formal review of a decision form (SS351 or SY054)
Service Officer contact guide
Table 1
Step |
Action |
1 |
Customer contact about a decision + Read more ...
|
2 |
Check why the customer has contacted + Read more ... 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:
For all other decisions, go to Step 5. |
3 |
Decision relates to changed, missing or cancelled child care attendance data + Read more ... This is data that a child care provider has given to the Department of Education.
If the customer is enquiring about a different child care decision, go to Step 5. |
4 |
Service Officer makes an outbound call to discuss an unfavourable decision + Read more ... Make genuine attempts to contact the customer to discuss the decision. If contact with the customer is:
|
5 |
Discuss the decision + Read more ... 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:
After discussing the decision and taking any appropriate action:
|
6 |
The customer would like to make a complaint + Read more ... Refer to Managing complaints and feedback. Tell the customer:
If the customer wants to make a complaint now, record the complaint. Then, give them their internal review options. See Table 3. |
Customer has further information
Table 2
Step |
Action |
1 |
Customer has further information + Read more ... 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:
If the customer has not already requested an explanation or applied for a formal review:
|
2 |
Customer has provided further information related to a recent decision, not yet actioned + Read more ... 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:
|
3 |
Service Officer skilled to action the information + Read more ...
|
4 |
Service Officer not skilled to action the information + Read more ... 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:
Customer is face to face or call transfer will not resolve the customer’s enquiry, tell them:
|
5 |
Customer has further documents or information to provide + Read more ... Tell the customer:
|
Give the customer their internal review options
Table 3
Step |
Action |
1 |
Give the customer their internal review options + Read more ... 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:
|
2 |
Automated message + Read more ... 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:
Does the customer want more information about their internal review options?
|
3 |
ABSTUDY or Assistance for Isolated Children + Read more ... Tell the customer:
Does the customer want more information about their internal review options?
|
4 |
Child Care Subsidy (including Additional Child Care Subsidy) + Read more ... Tell the customer:
Does the customer want more information about their internal review options?
|
5 |
Debts + Read more ... Tell the customer:
Does the customer want more information about their internal review options?
|
6 |
Family Tax Benefit + Read more ... Tell the customer:
Does the customer want more information about their internal review options?
|
7 |
AGDRP, NZ DRP, DRA or NZ DRA + Read more ... Tell the customer:
Does the customer want more information about their internal review options?
|
8 |
Generic + Read more ... Tell the customer:
Does the customer want more information about their internal review options?
|
9 |
Paid Parental Leave (including Dad and Partner Pay) + Read more ... Tell the customer:
Does the customer want more information about their internal review options?
|
10 |
Tertiary Access Payment + Read more ... Tell the customer:
Does the customer want more information about their internal review options?
|
11 |
Give the customer more information about their internal review options + Read more ... 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:
|
12 |
Document the discussion and take further action if required + Read more ... Customer Service Delivery Group (CSDG) Service Officers
Non-CSDG Service Officers
Procedure ends here. |
Customer has lodged an Explanation or formal review of a decision form (SS351 or SY054)
Table 4
Step |
Action |
1 |
Customer has lodged an explanation or formal review of a decision form + Read more ...
|
2 |
Check if review form has been processed + Read more ... 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:
If the review form has been processed and the request for explanation or formal review has been recorded:
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. |