NDIA Accountability Project

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IRT - Communicate an outcome

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DOCUMENT 9

IRT - Communicate an outcome

This article provides guidance for a review officer to communicate the outcome of an internal review decision.

Recent updates

12 August 2024

Removal of instruction to send the Email and Mail SMS.

Before you start

You have completed the steps in the article IRT - Enacting a planning review decision or IRT - Enacting an access or revocation review decision.

Communicate the outcome

The participant, applicant, or their authorised representative who requested the review will need to be informed of the outcome of the internal review.

This includes information about how and why the decision was made, where to seek further assistance if required and their review rights. You must document this contact as an Internal Communication. Refer to article Log an activity or internal note.

When contacting a participant, applicant, or authorised representative, you must first check their preferred communication method. Refer to article Check a person’s preferred contact method.

If making phone contact, refer to the Guide - Conversation style guide for guidance on how to have authentic and engaging conversations.

If during contact, there is a media threat, advise your line manager who will contact the Media Team and advise of any follow up action if required.

At times, a participant, applicant or their authorised representative may request a face-to-face meeting. As the Reviews Branch is a virtual team with a limited footprint, face-to-face meetings are not included as part of the standard service offering. Review officers can use telephone calls and emails to discuss the review with those who request them.

If a face-to-face meeting is requested, and after discussing and exploring other options,

such as engaging with advocates, authorised representatives, interpreting supports, and organising specific times to call, if it is determined a face-to-face meeting may be necessary, seek assistance from your line manager to identify a pathway forward.

Phone

  1. Make one attempt to contact the participant or applicant. This attempt requires a pre-call SMS. Refer to article IRT – Send an SMS. If contact is unsuccessful, and if the internal review is a priority or escalation, further outcome contact attempts may be required.

  2. If contact is successful begin by:

    o stating your name, advising you are from the NDIA o verifying the identity of the person you are calling, refer to article Understand how to verify identity documents.

  3. Communicate the outcome of the decision by explaining:

    o what evidence was reviewed o the reasons for the decision, referencing the appropriate legislation and guidelines.

  4. Continue the process by referring to one of the relevant headings below:

    o For planning internal review with an outcome of set-aside or vary o For planning internal reviews with an outcome of confirm o For access or revocation internal reviews with an outcome of set aside o For access or revocation internal reviews with an outcome of confirm.

For planning internal reviews with an outcome of set-aside or vary

  1. Advise how the plan will be provided and what has changed in the plan. Provide implementation support information and check with the participant if they would like a plan implementation meeting.

  2. Advise a written notice of the decision will be issued by mail or email. Refer to article IRT – Sending a manual letter.

For planning internal reviews with an outcome of confirm

  1. Advise what is approved in the plan and provide information about Early Childhood Partners, Local Area Coordinators or Support Coordinators to help use their plan to access or find supports, including where it has been identified supports are best delivered by other services. Provide implementation support

information and check with the participant if they would like a plan implementation meeting.

  1. Advise the participant of their Administration Appeals Tribunal (AAT) rights. AAT applications need to be lodged within 28 days of the internal review decision. Refer them to the AAT website or provide the AAT phone number if required (1800 228 333).

  2. Advise a written notice of the decision will be issued by mail or email. Refer to article IRT – Sending a manual letter.

For access or revocation internal reviews with an outcome of set aside

  1. Advise a planner will be in contact to assist in the planning process.

  2. Advise a written notice of the decision will be issued by mail or email. Refer to article IRT – Sending a manual letter.

For access or revocation internal reviews with an outcome of confirm

  1. Advise the applicant of their Administration Appeals Tribunal (AAT) rights. Explain that AAT applications must be lodged within 28 days of the internal review decision date. A Disability Advocate may also be able to help them with lodging an external review. Refer them to the AAT website or provide the AAT phone number if required (1800 228 333).

  2. Where applicable, advise of mainstream services which may be able to assist them such as a General Practitioner care plan or early aged care assessment; their Local Area Coordinator office or Early Childhood Partner will be able to assist them.

  3. Advise a written notice of the decision will be issued by mail or email. Refer to article IRT – Sending a manual letter.

Email

  1. Send an email with the outcome internal review letter attached. Refer to articles IRT – Sending an email and IRT – Sending a manual letter.

Mail

  1. Send the outcome internal review letter to the participant or applicant’s mailing address. Refer to article IRT – Sending a manual letter.

Next steps

  • Refer to article IRT - Complete remaining closure tasks for an internal review.