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

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If a customer contacts about formal review delays, staff must read this Operational Message: Formal review delays

Add the course number to the Search field in the Learning Portal (LMS) in ESSentials:

Customer Service Delivery Group (CSDG) staff complete:

  • CLK01303 - The Internal Review Process (CSDG only)
  • CLK01252 - The SME role in Internal Review

Non-CSDG staff complete:

  • CLK01251 - The Internal Review Process
  • CLK01252 - The SME role in Internal Review

To undertake the SME role, Service Officers must complete the eLearning courses above and be recognised as SMEs by team leaders or line managers. Line manager approval must be obtained before participating in the eLearning courses.