Create an internal review (s100) case | FOI document library

DOCUMENT 8 FOIOFFICIAL23/24-1198 SGP Knowledge Article Template For Internal Use Only

The contents of this document are OFFICIAL.

Create an internal review (s100) case

This article provides guidance for a planner, payment officer, internal review officer, access officer, quality officer, participant service officer, NCC officer, local area coordinator or early childhood coordinator to:

• create an internal review (s100) case • create a request for an internal review (s100) • understand the next steps once a case has been submitted.

Recent updates

July 2023

Continuous improvement update:

• updated system steps to align with PACE language and steps • changed name from ‘Create and complete an internal review (s100) case’ to ‘Create

an internal review (s100) case’.

Before you start

You have read and understood the relevant information in:

• Our Guideline – Reviewing our decisions (external) • article Create an enquiry case • article How to resolve a review enquiry • article Check evidence to act on behalf of another person.

Create an internal review (s100) case

When an applicant or participant requests an internal review, you will need to create an internal review case in PACE.

To do this, complete the following PACE steps.

From the Person Account:

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Select Cases tab.
Select New.
Select Internal Review.
Select Next.
Select relevant Case Origin.
Select Save.

The internal review will now show as Draft.

Complete a request for an internal review (s100)

To create an internal review request complete the following steps:

From the Internal Review case:

Select Request tab.

From Initiate Request view:

Select Date review request received.

Note: you can backdate the request by selecting a date in the past. If backdating, complete the mandatory free text field Provide a reason why the request is being backdated and reference evidence.

Select relevant Who is requesting review? option.

Note: if selecting Authorised Representative, use Selected Contact field to record the representative making the request.

Select Next.

From Decisions view:

Identify the relevant decision from Decision Log.

Note: you can filter the decisions by Original decision date, Type and Decision Outcome.

Select the circle next to the Decision Name to select the relevant decisions.
Select Next.

If not listed, select Decision from SAP CRM:

Select relevant decision Type.
Select New.

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Select relevant Decision Name.
Select Original Decision Date.

Note: if over 100 days, select relevant reason for selecting decision over 100 days. Complete free text for provide details of why you are submitting this request outside of 100 days.

Record Decision Reference.
Search Original Decision User Name.

Note: if original user is not showing, tick Unable to find original decision maker user ID. Record email address of original user in Decision user code.

Select Save.
Select Next.

From Sub-Decisions view:

Select all relevant Sub-Decisions for review.
Select Next.

From Add Request Details view:

The Original Decision will be displayed at the top of page. All the selected sub-decisions will show under Requests.

Complete all mandatory fields for each sub-decision under Requests. When recording free text request details, be specific about why the requestor is asking for a review, and what outcome they are expecting.
Select Save.

Note: If required, you can add a new request by selecting Add new request from the Original Decision box.

When all requests are saved, select Next.

From Documents view:

Select Add Documents to upload new documents. For more information, refer to article Add evidence to the person record.
Select Link Documents to link documents from the person record to the internal review case.
Select Next.

From Risk Matrix view:

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Select Yes or No when asked Has there been any risks identified that may impact the participant, nominee or NDIS associated with this request?.
```
if Yes, select relevant risks.
```

Note: If you need to escalate an existing request for internal review, refer to article Escalating a request for internal review (s100).

Select Next.

From Request Summary page:

Review information recorded.

Note: If any information needs to be corrected or added, select the relevant section to return and update.

If everything is correct, select Next.

From Submit Internal Review Request view:

If applicable, complete Call Notes free text field.
Select Submit.

The status of the internal review will change to New.

Next steps

After the request for internal review has been submitted, an acknowledgement letter will be sent to the person or their authorised representative.
The internal review will be allocated to a internal review officer with the appropriate skill tags to complete the work.

Version control

Version Amended Brief Description of Change Status Date by

2.1 BCK161 Continuous improvement update – DRAFT 2023-05-31 transferred content from approved version in Confluence to new template. Completed SGP consistency check. 2.2 DCM308 Peer review DRAFT 2023-06-01

2.3 BCK161 Action peer review. DRAFT 2023-06-02

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Version Amended Brief Description of Change Status Date by

Changed name from ‘How to create and complete an s100 (RoRD) case’ to ‘Create an internal review (s100) case’. 2.4 BCK161 Actioned VT feedback. DRAFT 2023-06-05

2.5 CTM829 EL1 review – feedback needs to be DRAFT 2023-06-06 actioned

2.6 THG520 Action EL1 review DRAFT 2023-06-07 BCK161

2.7 CTM829 EL1 review DRAFT 2023-06-08

2.8 JS0082 EL2 review DRAFT 2023-06-08 BCK161 – responded to feedback.

3.0 JS0082 Class 1 Approval APPROVED 2023-06-09 Continuous improvement update – transferred to new template and completed SGP consistency check. Locked copy for BIL 3.1 THG520 Actioned BIL’s Feedback DRAFT 2023-06-27

3.2 EJW711 EL1 review DRAFT 2023-06-27

3.3 THG520 Transferred feedback from internal review DRAFT 2023-06-30 team

3.4 THG520 Action internal reviews feedback DRAFT 2023-06-30

3.5 JLL673 Peer review DRAFT 2023-07-05

3.6 THG520 Actioned peer review feedback DRAFT 2023-07-05

4.0 CTM829 EL2 review APPROVED 2023-07-06

4.1 THG520 Transfer internal review feedback DRAFT 2023-07-07

4.2 THG520 Action internal review feedback DRAFT 2023-07-07

4.3 EJW711 EL1 review DRAFT 2023-07-07

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Version Amended Brief Description of Change Status Date by

5.0 CTM829 EL2 review APPROVED 2023-07-07

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