DOCUMENT 15
IRT - Withdraw or cancel an internal review
This article provides guidance for an internal review officer, business support officer or participant support officer to:
- complete closure tasks relating to withdrawing a request line.
- complete closure tasks relating to withdrawing an internal review case.
- complete closure tasks relating to cancelling an internal review case.
Recent updates
20 October 2025
- Additional note included for cancelling and recreating IR cases.
- Link to IRT – Access and revocation request internal notes templates added at step 3. under Withdraw an internal review case.
Cancel an internal review case
If an Internal Review Case was created with an incorrect date, is a miscategorised request, or is for a SAP CRM decision without it being selected via the Decision Log, it will need to be cancelled. To cancel the incorrectly created Internal Review Case:
Note: If you are cancelling and recreating an IR case with an incorrect date, you must copy all relevant information, internal notes, documents and evidence into the new case. A duplicate automatic acknowledgement letter will also be sent and you must email the participant or applicant to advise. Please see IRT – Internal Review Email Templates for template.
- From the Internal Review case, select the Cancel Case button.
- From the Case Close window, select the Closure Reason drop down menu. For any closure reason other than MISCAT – S48, select Cancelled – Other.
- In the Closure Comments field, add a comment from the Closure comments in the table below and then select Confirm.
- At the Confirmation window, select Done. The case will now be cancelled.
| Closure reason | Closure Comment |
|---|---|
| Cancelled – Other | MISCAT – COMPLAINT MISCAT – DUPLICATE MISCAT – S47 MISCAT – S47a MISCAT – OUT OF TIME MISCAT – MISSING CONSENT INCORRECT DATE - Cancelled due to incorrect date of request. |
| MISCAT – S48 | Review incorrectly entered |
Withdraw a request line or an internal review case
A request to withdraw a Request Line or Internal Review Case can be made by a participant, applicant, or their authorised representative at any time.
When actioning an internal review withdrawal, it is important you follow the correct procedure. There are two withdrawal options:
- Withdrawing a Request Line withdraws an individual component or part of the internal review request, such as, a particular funded support that the participant or authorised representative no longer wishes to be reviewed.
- Withdrawing an Internal Review Case withdraws the internal review request in its entirety and no decision is made.
Withdraw an internal review request line
If a participant has requested to withdraw part of the internal review request:
From the Person Account:
- Select Cases tab.
- Select the Case Number of the Internal Review Case that has the item/s that have been requested to be withdrawn.
- From the Activity panel, select the Log Activity tab and:
- In Activity Type, select the relevant communication type from the drop- down list
- In Subject, select who contact was with from the drop-down list
- In the Comments, section enter the relevant template, go to article IRT – Planning request internal note templates.
- Select Save.
- From the Decision tab, select the relevant Request Line from underneath Requests for PACE Decisions.
- Select Withdraw item.
- Select the most appropriate Withdraw Reason. See the heading Closure reasons below for definitions.
- Enter the Withdraw Explanation.
- Select Save. The internal review item will be withdrawn.
Closure reasons
| Closure reason | Definition |
|---|---|
| Participant/Nominee withdrawn – early | |
| resolution resolved | Agreed to withdraw the Request Line as |
| resolved without the need for a decision. | |
| Participant/Nominee withdrawn – no | |
| longer wishes to proceed | Agreed to withdraw as the participant no longer |
| wishes to review that Request Line. | |
| Participant/Nominee withdrawn – | |
| preferred to follow alternative pathway | Agreed to withdraw as the participant has |
| decided to follow an alternate pathway, for | |
| example, community supports. | |
| Applicant/Rep has withdrawn the | |
| request – no longer wishes to proceed | Do not withdraw the Request Line. Follow the |
| process to withdraw the Internal Review case. | |
| Applicant/Rep has withdrawn the | |
| request – will submit new access | |
| request | Do not withdraw the Request Line. Follow the |
| process to withdraw the Internal Review case. | |
| Applicant/Rep has withdrawn the | |
| request - other | Do not withdraw the Request Line. Follow the |
| process to withdraw the Internal Review case. |
| Closure reason | Definition |
|---|---|
| Participant/Nominee withdrawn - other | To be used if the withdrawal reason does not fit |
| any other closure reason. |
Withdraw an internal review case
If a participant or applicant has requested to withdraw the entire Internal Review Case.
Note: Only Review Officers with delegation will have the ability to withdraw an Internal Review case.
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From the Person Account, select Cases tab.
-
Select the Case Number of the Internal Review case that has been requested to be withdrawn.
-
From the Activity panel, select the Log Activity tab and:
-
In Activity Type, select the relevant communication type from the drop- down list
-
In Subject, select who contact was with from the drop-down list
-
In Comments, enter the relevant template:
For Internal Reviews – Planning, go to article IRT – Planning request internal note templates.
For Internal Reviews – Access, go to article IRT – Access and revocation request internal note templates.
-
-
Select Save.
-
From the Decision tab, select Withdraw Internal Review Case.
-
Select the most appropriate Withdraw Reason. See the heading Closure reasons below for definitions.
-
The pop up box for correspondence will appear, select X to close the box.
Refresh the page to confirm the case has been withdrawn. When the Internal Review Case has been successfully withdrawn, the chevron will move to Withdrawn.
A withdrawal letter is required to be sent. Go to article IRT – Sending a manual letter.
Closure reasons
| Closure reason | Definition |
|---|---|
| Participant/Nominee withdrawn – early | |
| resolution resolved | Agreed to withdraw as resolved without the |
| need for a decision. | |
| Participant/Nominee withdrawn – no | |
| longer wishes to proceed | Agreed to withdraw as the participant no |
| longer wishes to complete the internal | |
| review. | |
| Applicant/Rep has withdrawn the request – Agreed to withdraw as the applicant no | |
| no longer wishes to proceed | longer wishes to proceed. |
| Applicant/Rep has withdrawn the request - To be used if the withdrawal reason does | |
| other | not fit any other closure reason. |
| Participant/Nominee withdrawn - other | To be used if the withdrawal reason does |
| not fit any other closure reason. |