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Change of assessment enquiries 277-03120010

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This is a Family and Domestic Violence Interaction Point. If the customer is with another person, on speakerphone, or already identified with family and domestic violence concerns, continue with the current business conversation. Otherwise, go to the Family and domestic violence procedure to conduct the risk identification and referral process.

This document outlines the process for managing general customer enquires relating to change of assessment (COA) applications including contact with Decision Makers (DMs). It also provides details on how to manage Customer Management Approach (CMA) issues and intrays when an application is in progress.

Change of Assessment enquiries

Service Officers with a Specialised Assessment Services skill respond to and take subsequent action on inbound COA enquiries and requests from customers about:

  • a general or new COA enquiry
  • an explanation of the COA process
  • administrative options
  • a previous COA decision

Intray management when an application is in progress

Decision Makers do not undertake common activities other than minimum collection.

If the customer is:

  • locked to an Internal Decision Maker (IDM), common activity related intrays are referred to Mainstream Services
  • managed by a Contract Decision Maker (CDM), common activity related intrays are referred to CDM Support

The Resources page contains links to macros, forms and contact details.

Change of assessment in special circumstances

Finalising a change of assessment application

Manage and process a change of assessment application