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DOCUMENT 6 OFFICIALFOI 23/24-1198 Standard Operating Procedure

For internal use only

View or edit an open request for internal review

The contents of this document are OFFICIAL.

This Standard Operating Procedure (SOP) will help you view or edit an open request for an internal review of a reviewable decision (internal review). We know this internally as an s100 review.

  1. Recent updates

Date What’s changed

September 2021 New SOP format to align with Operational Guidelines refresh. SOPs include process information only. Use Operational Guidelines to help you make decisions and refer to Related procedures or resources.

The following additional guidance has been included:

• steps to take if you can’t find the s100 or Feedback form in

the System

  1. Checklist

Topic Checklist

Pre-requisites You have:

❑read and understood Our Guideline - Reviewing our decisions (external) ❑received a follow-up enquiry ❑uploaded any new evidence or supporting information to Inbound documents.

Actions Either:

❑3.1 View or edit an open request for internal review (s100 form) ❑3.2 View or edit an open request for internal review (Feedback form)

Then:

❑3.3 Steps to take if you can’t find the S100 or Feedback form in the System (optional)

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OFFICIALFOI 23/24-1198 Standard Operating Procedure

For internal use only 3. Procedure

3.1 View or edit an open request for internal review (s100 form)

  1. From the NDIS Account screen, select Internal Use.

  2. Select Open Activities.

  3. Check Assigned to Employee to determine whether the internal review has been allocated to an Internal Review officer.

If the S100 Review Request has been allocated to Diana Borzini, the review is waiting to be allocated to an Internal Review officer. This inbox is for Internal Review Team use only.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure

For internal use only 4. Select the Transaction Id next to the S100 Review Request.

  1. The Display S100 Request screen displays. Select Edit.

  2. Update Supporting Information, if required.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure

For internal use only 7. Select Add to add Attachments, if required.

  1. Select Save.

  2. A success message displays. Select OK.

  3. Complete an interaction using Interaction Template - s100 - Change or update a request.

3.2 View or edit an open request for internal review (Feedback form)

  1. From the NDIS Account screen, select Feedback.

  2. Select open s100 Internal Review.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure

For internal use only 3. Feedback Details screen displays. Select the Edit.

  1. Update the following fields, as required:

• Description: S100 Internal review • When was the Feedback received: the date the NDIA received the new

information • Feedback Type: Appeal: Internal Review • Feedback details: add you user id and record any additional information and/or

attachments.

Select Save.

  1. The success message displays. Select OK.

  2. Add an Interaction through Feedback using Interaction Template - s100 - Change or update a request.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure

For internal use only 3.3 Steps to take if you can’t find the S100 or Feedback form in the System

  1. Sometimes you will receive an enquiry about an internal review and can’t find the request in the System. When this happens, and before you record a new request for internal review, check:

• if it has been completed or withdrawn. Use the Standard Operating Procedure –

Internal Review – View completed and withdrawn requests recorded in the s100

form to do this • the initial request has come from an authorised person • if the enquiry relates to an internal review or something else.

  1. Related procedures or resources

• Section 99 of the NDIS Act 2013 • Interaction Templates - Internal Reviews • Standard Operating Procedure – Internal Review – Record a request for internal

review • Standard Operating Procedure – Internal Review – View completed and withdrawn

requests recorded in the s100 form

  1. Feedback

If you have any feedback about this Standard Operating Procedure, please complete our Feedback Form.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure

For internal use only 6. Version control

Version Amended Brief Description of Change Status Date by

1.0 CW0032 Class 2 approval APPROVED 2021-03-04

OG transition. Content transferred from SOP – Review of decisions – procedure 6.8 & 6.4

The following additional guidance has been included:

steps to take if you can’t find the s100 or Feedback form in the System

2.0 BL0012 Class 1 approval APPROVED 2021-08-10

Minor changes: Changed ‘What’s changed’ date from March to August.

3.0 CW0032 Class 1 approval APPROVED 2021-08-29

Minor changes: Sam Clark’s inbox has been removed as an option when considering if an internal review is awaiting allocation.

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