NDIA Accountability Project

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Standard Operating Procedure FOI Triage

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DOCUMENT 3

Standard Operating Procedure FOI Triage

Triage of the FOI mailbox

Next Step: Registration of FOI Requests.

1. Purpose

This Standard Operating Procedure (SOP) is to be used to triage and manage the Freedom of Information (FOI) mailbox. This SOP will provide guidance in how to triage the FOI inbox and to streamline the triage process

2. Index

    1. Purpose
    1. Index
    1. To be used by
    1. Scope
    1. Prerequisites
    1. Procedure
    • 6.1 Inbox
    • 6.2 ACTION Folder
    • 6.3 UNALLOCATED
    • 6.4 REGISTRATION
      • 6.4.1 TO ACTION
      • 6.4.2 REGISTERED
    1. Supporting material
    1. Release Mechanism Checklist (FOI)
    1. Process owner and approver
    1. Feedback
    1. Version control

V0.3 2020-08-6

FOI Triage SOP

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Standard Operating Procedure FOI Triage

3. To be used by

This SOP is intended for the following users:

  • FOI Coordinator;
  • FOI Team.

4. Scope

  • This SOP serves to provide an overview of how the FOI Mailbox (foi@ndis.gov.au) is structured, as well as best practice guide to managing workflow within this mailbox. Diligent application of this SOP will ensure seamless workflow and all statutory timeframes are adhered to.

5. Prerequisites

  • The triage aspect of the FOI process is the first point of contact for a participant and/or their representative in terms of submitting a FOI request or a general enquiry about seeking access to information;
  • Before providing contact or forwarding emails on to relevant staff, privacy must be considered in terms of email addresses for receipt and the type of information that is being provided or forwarded on;
  • It is critical that contact is made with participants and internal/external stakeholders in a timely matter that engage the inbox.

6. Procedure

Emails received to the foi@ndis.gov.au mailbox should be triaged and addressed as a matter of urgency.

Standard Operating Procedure

FOI Triage

The folder structure for this positional mailbox currently resembles the following:

The below folders assist in streamlining the triage process:

6.1 Inbox

This folder is the communication nexus of the FOI Team, acting as the primary avenue for the receipt of FOI requests, APP12 requests, consultations and communications with internal and external bodies. Emails should not remain in this folder, but rather should be directed to the relevant team members with carriage of a matter or work-flowed per the below.

6.2 ACTIONED Folder

This folder serves as an archive for all correspondence that has been received by or sent from the foi@ndis.gov.au email address. Once an email has been sent to the appropriate stakeholder it should be moved to the Actioned Folder to denote that there is no further action required from the Triage Team.

6.3 UNALLOCATED REQUESTS

This folder is the holding point for valid FOI requests which have not yet been registered by the Registration Officer. Once these matters have been registered and allocated to the appropriate staff they must be moved to the ALLOCATED REQUEST folder

6.4 REGISTRATION

This is the working folder for the Registration & Allocations Officers. For more information see Registration Officer SOP

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Standard Operating Procedure FOI Triage

6.4.1 TO ACTION

This sub-folder contains the FOI Allocation Email Shell which is to be actioned by the Registration Officer in their course of their duties. Once complete these emails will be moved to the REGISTERED subfolder.

6.4.2 REGISTERED

This sub-folder contains the completed FOI Allocation Email Shell. Once it has been filled out and registered on all platforms by the Registration Officer, the completed allocation email is reviewed and sent by the Allocations Officer. This matter has now been allocated to an AO/DM pairing for processing.

7. Supporting material

  • NDIS Act 2013
  • [redacted]

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Standard Operating Procedure

FOI Triage

Email type Description Action
Request for Information An email from an applicant seeking access to documents of the Agency. This may be in the body of the email or with a form attached. This may include a request for documents of an NDIS partner organisation including Partners in the Community (PITC). Assess validity under the FOI Act (s15(2)) or Privacy Act (APP12) Refer to the ‘release mechanism checklist’ to determine the most appropriate release mechanism for the request.
Request for Review An email requesting an internal or notifying external review of a FOI request. Assess grounds of review and ensure that review request is within statutory timeframes (30days — internal, 60days external). Notify original DM and Team Leader of review. If valid move to registration and allocation.
General Enquiries An email that is a general enquiry about the NDIA or its services. Also includes enquiries about plans and request for contact. Refer email to enquiries@ndis.gov.au or the NCC on 1800 800 110 Mark email as “Report Suspected Spam” on Outlook
Scams An email that appears to be a scam or fraudulent in
Feedback or suggestion about the NDIA An email from a participant, on behalf of a participant (carer/support worker/provider) or member of the public that makes a suggestion for improvements, including service, products, scheme, supports covered or anything else NDIA related

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FOI Triage

FOI 21/22-0045

Standard Operating Procedure

An issue or suggestion from someone about the website Forward copy of email to

s47E(d) - certain operations of agencies

s47E(d) - certain operations of agencies

[redacted — s47]

certain action/information. for their

operations of agencies

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Standard Operating Procedure FOI Triage

8. Release Mechanism Checklist (FOI)

Freedom of Information (FOI)

Check Yes/No Next Steps
Was the request made in accordance with section 15(2)? (a) in writing; (aa) state that request is for the purposes of the FOI Act; (b) provide such information as is reasonably necessary to identify the document(s); and (c) give notice of how notices can be sent to the applicant. If no — contact applicant to assist in lodging valid FOI request or direct to APPIPIA where appropriate
Does the applicant have the correct authority? If no - contact applicant to gain authority
Has sufficient POI been provided? If no — contact Applicant in order to verify [redacted]
Is the scope of the request clear? If no — contact Applicant to clarify
Internal Consultations may need to be conducted? If yes — advise AO/DM to complete within first few days

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s47E(d) - certain operations of agencies

FOI 21/22-0045

Standard Operating Procedure FOI Triage

External Consultations may need to be conducted? If yes – advise AO/DM to complete as soon as possible

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Standard Operating Procedure — FOI Triage

  1. Process owner and approver

FOI Coordinator — FOI Team Director/Assistant Director — FOI Team

  1. Feedback

  2. Version control

Version Amended by Brief Description of Change Status Date
V0.3 Adjusted formatting to match NDIA SOP Template APPROVED 2020-08-6
V0.2 Document developed (PIA update & Checklist) APPROVED 2020-05-11
V0.1 Creation of FOI Triage SOP APPROVED 2020-05-8

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