How we will respond
After you have submitted a request for an Internal Review, we will contact you by phone to:
- confirm that we have received your request
- ask if you have further information or evidence to be considered.
Following this, we will commence an Internal Review. We will notify you of the outcome within 28 calendar days from the date we confirm receipt of your request for an Internal Review. If we need clarification or more information we will contact you within this period.
What an Internal Review means
An Internal Review is a review of a decision made on your application for a grant, rebate, or voucher, also known as an Administrative Decision.
The Internal Review is a 'merit review' process. This means a review of the facts of your application by a team separate to the initial decision maker.
Internal Review process
When we receive an Internal Review request we will:
- review the information and evidence in your initial application
- consider any new and additional information or evidence you provide to us.
Who will conduct the Internal Review
Internal Reviews will be conducted by the Customer Payments Support Team – Internal Reviews.
This team is separate from the team that made the original decision on your application.
Principles of Procedural Fairness
Service NSW is committed to ensuring our decisions are made in a fair and transparent manner on all applications.
We have Principles of Procedural Fairness that help us do this, these are:
- Customers are given the opportunity to respond to an administrative decision and request an internal review of that decision.
- Customers are given the opportunity to provide any further information or documents to be considered as part of the review of the administrative decision.
- The decision following the internal review is evidence-based and free of bias.
- The reasons for the decision – including the evidence on which the decision is based – are provided to the customer in simple and clear communication.
- Communication with customers is clear and in a form that the customer can best understand.
If you are not satisfied
The outcome of your dispute is final and there is no further avenue for review of the administrative decision by Service NSW.
If you are not satisfied with how your dispute was handled, you can make a complaint.
How to make a complaint
Service NSW is committed to providing excellent customer service and every attempt is made to deal with complaints relating to our service and/or products on the spot however, if you would like to submit a complaint about the way your dispute was handled, we would like to assure you that we will act in an open and honest manner, and within clear timeframes.
You may submit a complaint about the way in which your dispute was handled, but the decision made following the Internal Review is final and no further avenue of review is available.
Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. In these instances, you will be kept updated on the progress of your complaint. We will endeavour to respond to queries at the point of escalation and preferably within 72 hours.
To ensure Service NSW handles complaints fairly, efficiently and effectively, we adhere to the Service NSW Complaints Handling Policy. This policy applies to all Service NSW employees receiving or managing complaints from the public made to or about us, regarding our services, employees, and complaint handling.
To submit a complaint to Service NSW:
- use our online feedback form
- call us on 13 77 88
- visit a Service NSW service centre
- write to: Customer Resolution Coordinator, GPO Box 7057, Sydney NSW 2001.
You may also contact the NSW Ombudsman. The NSW Ombudsman generally expects complainants to try to resolve their concerns directly with the agency before they will consider becoming involved. To contact the NSW Ombudsman you can:
- visit in person at Level 24, 580 George Street Sydney NSW 2000
- call toll free 1800 451 524 (Australia wide) or (02) 9286 1000
- submit a complaint online.
Privacy
The way we collect, store, and use any of your personal information is regulated by law and detailed in our Privacy statement.
Key terms
There are some key terms that relate to requesting an Internal Review of your application:
- Dispute: a dispute is your disagreement with the decision on an application.
- Administrative Decision: this is the actual decision made on your application that you are disputing.
- Appeal: this is the formal request for the review of the Administrative Decision on your application.
- Internal Review: this is the review conducted on your application upon receipt of your appeal. The review will be conducted by an assessor separate to the assessor who made the initial Administrative Decision on your application.