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This policy outlines the types of decisions the Ageing and Disability Commission (ADC) may review, the circumstances under which a review may be undertaken, how to request a review, and how we handle review requests.
While we are not legally obliged to review our decisions, we do consider requests for review and will undertake a review in certain circumstances.
If you are a relevant party in a matter the ADC is handling and you are unhappy with the decision we have made about the matter, the first step is to contact the ADC officer to discuss your concerns.
If you remain unhappy with the decision after discussion with the officer, you may request a review.
Complaints about the conduct of our staff, or about our policies or procedures, are considered to be a complaint and not a review. We handle complaints in line with our Complaints and Feedback Policy.
A review involves examining whether:
We will only review a decision once.
While the ADC cannot be required to do so, the ADC’s policy is to consider requests to review any decision:
Review requests can be made by a ‘relevant party’. A relevant party is any individual or agency who, in the opinion of the ADC, has a genuine concern in the matter.
A request for a review can be made via:
Phone: 1800 628 221 or the relevant case officer
Mail: PO Box 40, Parramatta NSW 2124
We will provide assistance to seek a review when required – such as help to document the grounds for requesting a review.
Anyone may represent a person wishing to seek a review, with their consent (for example, an advocate, friend, family).
Review requests must:
Requests that do not include either a) or b) will be refused.
We will acknowledge receipt of the request within two working days.
A Manager will consider the request and determine whether the decision will be reviewed.
We will undertake an initial assessment of the request, which will involve consideration of whether the request is being made by a relevant party, and consideration of the concerns outlined in the request, and the supporting information. We may undertake brief, preliminary inquiries to inform our assessment.
We will also consider the outcome sought by the person seeking a review, and whether resolution requires the involvement of, or referral to, other organisations.
If a Manager determines a review is warranted, they will assign a review officer to conduct the review. If the Manager determines that a review is not warranted, the relevant party will be advised that their review request has been declined and given reasons why the request has been declined. If a decision is made not to review a matter, the ADC will not accept any further requests to review the matter, unless significant new relevant information is provided.
Reviews are conducted by a member of staff who was not involved in the original decision. Where possible, reviews are conducted by a staff member who is more senior than the original decision maker.
The review officer will consider:
The review will generally be completed within 20 working days from the request.
At the completion of the review, the review officer will make a recommendation to the Commissioner. Once the recommendation is approved by the Commissioner, you will be advised of the outcome in writing.
The outcome of the review will either be:
A matter may only be reviewed once, and the review decision is final.
If you are not satisfied with our decision, you can make a complaint to the NSW Ombudsman. The NSW Ombudsman handles complaints about the conduct of NSW public sector agencies, including the ADC.
25 Oct 2023
We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future.
Informed by lessons of the past, the Ageing and Disability Commission is improving how we work with Aboriginal people and communities. We listen and learn from the knowledge, strength and resilience of Stolen Generations Survivors, Aboriginal Elders and Aboriginal communities.
You can access our apology to the Stolen Generations.