Reconsiderations, reviews and service delivery complaints
There are different ways we can consider your concerns if you think that we have made a mistake, or have concerns about the way we have managed your complaint.
These include:
- reconsideration of a decision
- review of a decision
- service delivery complaints.
At each stage we aim to:
- treat you fairly and with respect
- consider your concerns carefully
- explain our decisions and actions clearly.
While not all decisions will be changed, we are committed to listening to feedback and improving our service.
Reconsideration and review requests
| When it applies | What we look at | Who considers the request | Possible outcome | |
|---|---|---|---|---|
| Reconsideration | This is the first step if you believe a decision is wrong or unclear. | The original decision, the issues you raise, and any new or relevant information. | The original decision maker and their supervisor where appropriate | The decision may be changed or upheld. |
| Review | Where we have made an error in the decision or did not properly consider relevant information after a reconsideration has been finalised. Being unhappy with a decision or saying it is not fair is not grounds for a review. | Whether the decision remains appropriate, and if we can achieve a better outcome, after an independent assessment. | An officer not involved in the original decision. | If a review is granted by the review manager, the decision may be changed or upheld. |
Service delivery complaints
Use this table if your concern is about how our service was delivered, rather than the decision itself.
| What it is about | What we look at | Who considers it | Possible outcome | |
|---|---|---|---|---|
| Service delivery complaint | How we handled your complaint (for example, delays or communication). | Our service delivery and how you were treated. | A senior officer. | An explanation, apology or service improvement. |
Reconsideration and review
(of our decisions)
Reconsideration
What is a reconsideration
A reconsideration is usually the first step if you think that we have made a mistake or if the decision made about your complaint is unclear. The officer who handles your complaint will look at the original decision and:
- consider the concerns you have raised
- check for errors or oversights
- consider any new or relevant information you provide.
This helps us check the decision we made and ensures it has been clearly explained.
Requests for reconsideration should be made within three months of being notified of our decision.
In most cases you cannot go directly to a review without us first completing a reconsideration.
Where we receive a review request without a reconsideration being undertaken, we will generally not review it – we will initiate a reconsideration.
What you need to do
To seek a reconsideration, please contact the officer who made the decision by replying to the decision email or calling 1300 362 072 and:
- clearly explain why you think the decision is wrong or unclear
- provide any relevant information.
What happens next
We will:
- aim to consider your concerns within 10 business days from the date received
(note: this timeframe may be extended if additional information is required or the matter is more complex) - consider the information you have provided
- where applicable, address any errors or oversights
- explain the outcome and our reasons.
Review
What is a review
A review provides an option for complainants who believe that we have made an error in our decision or that something has gone wrong and that this has not been picked up or addressed through reconsideration.
For us to undertake a review, certain criteria need to be met.
To request a review, you must complete the review form, but only after a reconsideration has been completed.
When we receive a request for review, we will look at:
- if a reconsideration has been completed
- if there has been an error in the process or decision
- if something has gone wrong in how we managed the complaint
- if we can achieve a better outcome.
A review is not appropriate where you disagree with a decision without a reason.
Being unhappy with a decision or saying it is not fair is not grounds for a review.
If we undertake a review, the officer will independently examine the decision to determine the most appropriate outcome.
The review will consider:
- the original decision maker’s process, whether they adequately addressed all the complaint issues raised
- whether the officers decision was reasonable
- whether the officer properly explained their decision to you.
The outcome may confirm or change the decision, provide a clearer explanation, or identify whether further action is appropriate.
We will only review a decision once.
This means that if you continue to ask us to review a matter that we have already reviewed, or a review manager has decided a review was not warranted, we may cease responding to you.
What you need to do
To seek a review:
- complete the request for review of our decision form by selecting 'Request a review of a decision made by the office'
(note: we ask you submit your request using the form so we can accurately capture your concerns) - clearly identify any issues you believe were not addressed in the original decision or during the reconsideration stage
- provide any additional supporting information you want us to consider.
You can ask for a review within three 3 months of the date of our reconsideration decision.
To support accessibility, options such as submitting by phone or in person are also available.
You can send written requests to GPO Box 442, Canberra ACT 2601.
You can call us on 1300 362 072.
What happens next
We will consider the information you provide and inform you whether or not we will proceed with a review within 15 business days.
We aim to complete the review within 2 months of a request being received.
Note: This timeframe may be extended where/if additional information is required or where the matter is more complex.
Service delivery complaints
(how we delivered our service)
Our Service Charter sets out the service standards you can expect from us.
If you are unhappy with our service or believe it does not meet those standards, you can make a service delivery complaint to us.
This is separate to a reconsideration or a review of our decision.
Your complaint about the service can be about:
- delays
- communication
- staff conduct, or
- processes or handling of your complaint.
Service delivery complaints are assessed against our Service Charter, and is reviewed by a senior officer who was not directly involved in the interaction.
To raise a service delivery complaint, contact us and:
- explain what aspect of our service you are unhappy with
- tell us what happened and when
- let us know how the issue affected you.
- this is done through the online form by selecting 'Provide feedback or make a complaint about the office"
If your complaint relates to the conduct or performance of staff, we will confirm that we have received your feedback and taken it into account, however, for privacy and confidentiality reasons, we are generally unable to provide details about action taken with staff.
The focus is on understanding what happened and identifying improvements and learning opportunities.
We aim to respond to service delivery complaints within 30 calendar days.
More information or assistance
If you are unsure which option applies to you, or you need help explaining your concerns, please contact us.
We can help you understand the process and what information to provide.
If you are a non-English speaking person, we can help you through the Translating and Interpreter Service (TIS) on 131 450.
If you are hearing, sight or speech impaired, a TTY (teletypewriter) service is available through the National Relay Service on 133 677.