Governance
Who decides what
Roles and decision rights for cases, the delegations the gate enforces, the bias rule, and the guardrails that stop agents.
Roles
| Role | Kind | Responsibilities | Decision rights |
|---|---|---|---|
| AUDITOR Internal audit | INTERNAL | Verifies the evidence chain and tests decisions against delegations. | No decisions. Unrestricted read of the chain. |
| CASE_OFFICER Case officer | INTERNAL | Works the file the agents prepared; contacts the person; records evidence. | Service matters with no legal effect. |
| DELEGATED_OFFICER Delegated officer | INTERNAL | Holds delegation under the complaints policy and information-access law. | Escalates a complaint to formal review; decides information-access requests. |
| PARTY Person or business | EXTERNAL | Lodges a case, provides information, requests review, appeals. | Requests review; appeals. |
| REVIEW_OFFICER Authorised review officer | INTERNAL | Internal review, independent of the original decision maker. | Affirms, varies or sets aside on internal review. |
| RULES_OWNER Rules owner | INTERNAL | Owns the rules of each service; answers feedback from overturned reviews. | Accepts or declines rules feedback. |
| SUPPORT_OFFICER Support officer | INTERNAL | Social work and hardship; speaks to the person before any hardship determination. | Hardship determinations: advances, urgent payments, recovery pauses. |
| TRIBUNAL External review tribunal | EXTERNAL | External merits review. | Sets aside or varies on external review. |
Delegations
| Role | Decision | Note |
|---|---|---|
| REVIEW_OFFICER | internal review | Affirm, vary or set aside a decision on internal review. |
| DELEGATED_OFFICER | case determination | Determine a case with legal effect. |
| SUPPORT_OFFICER | vulnerability support | Decide the support plan and whether the case proceeds. |
| REVIEW_OFFICER | internal review | Decide an internal review; never of one's own decision. |
| DELEGATED_OFFICER | internal review | Decide an internal review; never of one's own decision. |
| RULES_OWNER | rules feedback | Accept or decline what an overturned review teaches the rules. |
| Bias rule | GL-CM-04 | The reviewer's name is checked against the original decision-maker's in code; a match is refused. |
Guardrails
GL-CM-01 Determinations with legal effect are a delegated officer's
The agent prepares; a person with the delegation decides, with reasons and review rights.
GL-CM-02 Vulnerability: the agent stops
Every case is screened for vulnerability indicators from its text and from every other service's flags. On detection the agent stops and a support officer takes over before anything else happens.
GL-CM-03 The officer pack does not pre-decide
The pack sets out the facts, the provisions, every lawful option with its provision and the evidence for each; it recommends nothing.
GL-CM-04 Review by a different officer
An internal review is decided by an officer other than the original decision-maker, with the original decision, the evidence relied on and the provisions in front of them.
GL-CM-05 History assembled once, with its source
The person's history is assembled from every service at intake and each item names where it came from.
GL-CM-06 Clocks visible
Every case carries its service standard and any statutory date; cases approaching a date are escalated.
GL-CM-07 Reasons and review rights on every determination
No determination leaves without reasons that cite the provision and a statement of how to seek review.
GL-CM-08 Overturned reviews feed back to the rules
Every review that varies or sets aside a decision records what the rules should learn and raises it with the rules owner.
GL-CM-09 The person sees the file
Every event on the case is visible to the person unless the law requires otherwise, and the exceptions are recorded.