Review of our decisions

Criticisms and compliments are important ways of gaining feedback about our service, and your views are always welcome.

If you are dissatisfied with a decision we have made or with the way our services were delivered to you, we ask that you raise your concerns with the staff member who has responsibility for managing your complaint. You will need to explain why you are dissatisfied and provide us with an opportunity to resolve your concerns or provide you with a better explanation of our decision or actions.

If, after completing this process, you remain dissatisfied with a decision we have made, you can then ask for the matter to be formally reviewed. In order to conduct a review, we ask that you:

  • make a written request for a review within three months of being advised of our decision
  • clearly identify why you are dissatisfied and provide us with any new information that is relevant to the decision we have made.

To request a review please use the review request form:

Your request for a review will be carefully assessed to determine if there are sufficient grounds for a review. If we agree to review our decision, your request will be assigned to a staff member who was not involved in the handling of your complaint in the first instance. The review will typically consider:

  • the process that was adopted to handle your complaint and whether it fairly and appropriately addressed all of the issues you raised
  • the merit of the conclusion reached, particularly whether it was reasonably based on the information available
  • whether the decision was adequately explained to you.

You will be informed of the outcome of our review in writing. Possible outcomes include:

  • upholding the original decision
  • changing the decision, or
  • referring the matter back to the staff member who originally had responsibility for your complaint so that further inquiries can occur.

Once a matter has been reviewed, there is no further avenue of appeal or review of the decision. We only review a matter once.