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

Examples of referring to the relevant business area

Item	Description
1	A customer contacts the debt recovery line to ask about a decision which caused their JobSeeker Payment debt. The customer should be transferred to the employment services line to discuss the decision that caused the debt.
2	A customer contacts the disability, sickness and carers line to ask about the outcome of their Family Tax Benefit reconciliation. The customer should be transferred to the families line to discuss the reconciliation decision.
3	A customer contacts the employment services line to ask about a reduction in their rate of Disability Support Pension. The customer should be transferred to the disability, sickness and carers line to discuss the decision.
4	A customer contacts the families line to talk about repaying their non-reconciliation debt. The customer should be transferred to the debt recovery line to discuss repayments.