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Withdraw a request for internal review

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DOCUMENT 7 OFFICIALFOI 23/24-1198 Standard Operating Procedure For internal use only

Withdraw a request for internal review

The contents of this document are OFFICIAL.

This Standard Operating Procedure will help you withdraw a request for an internal review of a reviewable decision (internal review). This is also internally known as an s100 review.

  1. Recent updates

Date What’s changed

August 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.

Step to assign open interaction to withdraw open s100, updated to create a closed interaction.

Pre-requisite added to check if the internal review is open and not

assigned to a team member for action.

  1. Checklist

Topic Checklist

Pre-requisites You have:

❑read and understood Our Guideline - Reviewing our decisions (external); and ❑received a request from the participant/affected person, or their authorised representative to withdraw the request; and ❑checked the request is open and not assigned to a team member for action. Refer to Standard Operating Procedure - View or edit an open request for internal review; and ❑uploaded any new documents as Inbound documents, such as withdrawal request in writing, emails, supporting evidence; and ❑checked proof of identity (POI) with the participant/affected person or their authorised representative; or ❑you need to withdraw the request because of an error.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure For internal use only

Topic Checklist

Actions Either:

❑ 3.1 Withdraw a request for internal review (s100 form) ❑ 3.2 Withdraw a request for internal review (Feedback form)

  1. Procedure

3.1 Withdraw a request for internal review (s100 form)

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

  2. Select Open Activities.

  3. Select the Transaction Id next to the S100 Review Request.

  4. The Display S100 Request screen displays. Select Withdraw.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure For internal use only

  1. The Withdraw Request window opens. Complete the following fields:

• Requested by: select from the drop down list • Withdraw Reason: select from the drop down list • Channel: select from the drop down list • Supporting info: copy and paste the Template below into this field and update the

information.

Template

I have withdrawn the request on as requested by <participant/affected person>

by <phone call/written correspondence>.

Contact made with: <name of participant/authorised representative/affected person,

include proof of identity check and date>.

I confirm that I spoke with on . I advised that submitted a

request for review on , for the purpose of .

<Participant/authorised representative/affected person> confirmed that the review is not

required and they do not wish to proceed. No further action is to be taken on this

request. I advised they cannot seek an external review through the Administrative

Appeals Tribunal on this matter as no decision has been made on their internal review

request.

Withdrawn by: <participant/authorised representative/affected person/staff member’s

name if being withdrawn due to error> <relationship – if staff member state ‘staff

member’>.

Reason for withdrawal: <Created in error/Initiated by affected person/participant or

authorised representative>.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure For internal use only

  1. Select Withdraw.

  2. The success message displays. Select OK.

  3. Complete a closed interaction using Interaction Template - Request withdrawn.

3.2 Withdraw a request for internal review (Feedback form)

  1. From the NDIS Account screen, select Feedback.

  2. The Feedback screen displays. Select the open s100 Internal Review.

  3. The Feedback Details screen opens. Select Outcomes.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure For internal use only 4. Outcome Information displays. Select Edit.

  1. Complete the following fields:

• Status: select Closed from the drop down list • Due for Closure: add the date you withdrew the request • Outcome: select Internal Review of Decision from the drop down list • Outcome details: copy and paste the Template below into this field and update the

information.

Template

I have withdrawn the request on as requested by <participant/affected party> by

<phone call/written correspondence>.

Contact made with: <name of participant/authorised representative/affected party,

include Proof of Identity check and date>.

I confirm that I spoke with on . I advised that submitted a

request for review on , for the purpose of .

<Participant/authorised representative/affected person> confirmed that the review is not

required and they do not wish to proceed. No further action is to be taken on this

request. I advised they cannot seek an external review through the Administrative

Appears Tribunal on this matter as no decision has been made on their internal review

request.

Withdrawn by: <participant/authorised representative/affected person/staff member’s

name if being withdrawn due to an error> <relationship – if staff member state ‘staff

member’>.

Reason for withdrawal: <Created in error/Initiated by affected person or authorised

representative>.

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OFFICIALFOI 23/24-1198 Standard Operating Procedure For internal use only

  1. Select Save.

  2. The success message displays. Select OK.

  3. Create a closed Interaction using the Interaction Template - s100 - Request withdrawn.

  4. Related procedures or resources

• Our Guideline - Reviewing our decisions (external) • Section 99 of the NDIS Act 2013 • Interaction Templates - Internal Reviews • Standard Operating Procedure – Internal Review – View completed and withdrawn

requests recorded in the s100 form • Standard Operating Procedure – Internal Review – View or edit an open request for

internal review

  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 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 Standard Operating Procedure – Review of decisions – procedure 6.6 & 6.9

2.0 CW0032 Class 2 approval APPROVED 2021-04-14

Section 3.1 and 3.2. Removed the instruction to assign the open interaction to Scott Graham. Changed to a closed interaction and not assigned to anyone.

3.0 BL0012 Class 1 approval APPROVED 2021-08-10

Minor changes: Changed ‘What’s changed’ date from April to August. Highlighted 2 templates.

4.0 CW0032 Class 1 approval APPROVED 2021-08-25

Minor changes: an additional pre-requisite added, and an additional line in the template to advise the person cannot request an external review as no decision has been made re the internal review request.

‘Affected party’ added as an option within further sections of the template to cover situations where the person is not a participant.

Protective markings updated.

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