DOCUMENT 26
IRT – Unable to contact process
This article provides guidance for a review officer, business support officer, or participant support officer to complete the unable to contact process.
Recent updates
1 July 2024
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updated user role name
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updated Next Steps section.
Unable to contact process
If you are unable to contact the participant or applicant, you must follow the unable to contact process:
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Send the unable to contact letter via email or mail. Refer to article IRT – Sending a manual letter.
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The next business day after the unable to contact timeframe has lapsed, if correspondence or a response to the email or letter has not been received, a final phone call attempt is required. This includes sending a pre-call SMS, refer to article IRT - Send an SMS.
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If phone call contact is unsuccessful, proceed with the internal review based on the information available.
Next steps
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If contact attempts are unsuccessful, progress to enact the article IRT - Enacting a planning review decision or IRT - Enacting an access or revocation review decision.
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If contact is successful, complete the remaining steps in the article IRT – Contact the participant or applicant.