Internal reviews of complaints
If you are unhappy with how Comcare managed your complaint you can request an internal review of the complaint.
Complaints management coordination team
Comcare’s complaints management coordination team conduct internal reviews of Comcare’s complaints handling processes. We operate independently of original complaint handlers and business areas.
How to ask for an internal review of complaint handling
Within 21 days of receiving your complaint outcome, let us know why you believe the outcome or process was unfair or unreasonable. You can do this by replying to your outcome letter.
Requests made outside this timeframe or without clear reasons for seeking a review may not be considered.
What we can review
We review handling of complaints under Comcare’s complaints management process. We can review whether:
- Comcare accurately identified your key concerns
- Comcare managed your complaint in a timely manner and communicated with you regularly
- Comcare gave you a clear and adequate explanation of our processes and decisions
- Comcare treated you with courtesy and respect and followed the Complaints Management Framework
- the outcome of the complaints process was fair and reasonable in all the circumstances.
Review process
1. Assessment
We assess the information you provided to decide if we will conduct an internal review of the complaint.
If we decide to conduct a review, we will let you know and discuss the scope and focus of the review.
If we decide not to conduct a review, we will let you know and explain the reasons for the decision.
2. Review
If we decide to conduct an internal review of the complaint, we will consider how your complaint was handled and whether it followed Comcare’s Complaints Management Framework.
We will give you the opportunity to provide more information.
3. Outcome
After completing the internal review of the complaint, we will write and advise you of the outcome.
Outcomes of an internal review of a complaint may include but are not limited to:
- acknowledgement of any errors or omissions we identify in the review
- an apology
- information about any actions we propose to take to rectify any failings
- system or process improvements
- no further action.
If we conclude the handling of the complaint was fair and reasonable in all the circumstances, we will explain our reasons for the assessment.
How long a review takes
We aim to complete internal reviews of complaints within 21 calendar days. More complex matters can take longer to finalise.
If your complaint review is likely to take longer than 21 days, we will let you know, and we will contact you at least every 10 days with an update.
Timeframes may be longer if a weekend or a public holiday fall within those days.
Why we might decide not to conduct a review
We may decide not to conduct an internal review of a complaint where:
- you requested the review more than 21 days after receiving your complaint outcome
- you haven’t given clear reasons for seeking a review – for example you haven’t explained how the outcome or the process was unfair, unreasonable or otherwise deficient
- we assess that the complaint or the request for an internal complaint review is part of a pattern of unreasonable or vexatious conduct
- we consider there is a more appropriate way to address the concerns
- we assess that an internal review is not warranted in all the circumstances.
What we cannot review
This process can’t be used to review:
- decisions not to conduct an internal review of a complaint
- complaints which have already been internally reviewed.
Matters before a court or with an oversight authority
We cannot conduct an internal review of a complaint where:
- we know the complaint concerns a matter that is currently before, or scheduled to be heard by, a court or tribunal
- our management of the complaint is the subject of a complaint to an external oversight authority such as the Commonwealth Ombudsman or has been considered by such an authority.
Complaints or decisions managed under other processes
We cannot review:
- claims management decisions under the Safety, Rehabilitation and Compensation Act 1988 (Cth)
- inspections and regulatory decisions under the Work Health and Safety Act 2011 (Cth)
- Comcare’s handling of privacy complaints
- Comcare's handling of fraud or corruption concerns
- complaints alleging breaches of model litigant guidelines
- any other decision subject to an existing, prescribed merits review process.
Other review options
You can ask the Commonwealth Ombudsman for an external review at any time if you believe Comcare has treated you unfairly or unreasonably. The Ombudsman generally expects you to raise your complaint with us first. If you have a reason not to do that, you can discuss this with the Ombudsman's office.
To request a review, go to the Commonwealth Ombudsman website.