The first step in having a decision reviewed is to ask Centrelink to review the decision themselves. When this request is made, the person should try to be specific as to why they believe the decision is unfair or incorrect.
A person simply telling Centrelink that they are not happy with a decision will not usually be considered to be asking for a review- a request for a review should be specific and should be undertaken with the following in mind.
When requesting a review, a person has the option of contacting the Original Decision Maker ("ODM") i.e. the person who made the decision in dispute, and asking for more information, or a clarification or explanation of the decision. A person can also ask the Original Decision Maker to review their decision.
If the Original Decision Maker reviews their decision, and the decision still remains in dispute, a person can request that the decision then be looked at by a third party within Centrelink called an Authorised Review Officer ("ARO").
It is not a requirement that the decision be reviewed by the Original Decision Maker- any person can skip that step and go straight to requesting a review by an Authorised Review Officer, if they so choose.
An ARO is a person different to the person who made the original decision. An ARO is a senior Centrelink officer uninvolved with the original decision.
Although it is possible to ask for a review over the phone or in person, it is best to do it in writing. A review by an ARO can be requested either by writing a letter or by completing a Review of a decision Form available from the Centrelink website.
If a review is requested over the phone, it is prudent to ask for a receipt number and confirmation in writing that Centrelink will review the decision.
The following information should be included in a written request for a review:
Once the decision has been reviewed, the ARO will send a letter outlining the reasons for their decision.
If a person is unhappy with the ARO’s decision their next option is to consider an external review, i.e. appealing to the Administrative Appeals Tribunal, see External Review.
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Legal Services acknowledges Aboriginal people as the Traditional Owners and ongoing occupants of the lands and waters in South Australia and we respect their spiritual, cultural and heritage beliefs. We recognise their continuing connection to land, water and community and pay our deep respect to Elders past and present.
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