Built to

The standards behind case management

Good decision-making, procedural fairness, statements of reasons, vulnerability, internal and merits review, learning from reviews, tell us once, service clocks and the person's right to see their file.

Standard	Source	Requirement	Where it shows up here
Good administrative decision-making	Administrative Review Council best-practice guides (AU); Ombudsman good decision-making guides; UK Administrative Justice principles	Lawful, fair, rational, open: decide on the facts, under the provision, with reasons.	The officer pack sets out facts, provisions and every lawful option; the determination cites the provision (GL-CM-03, 07).
Procedural fairness	Hearing rule and bias rule (common law); natural justice provisions in review statutes	The person is heard; the decision-maker is not biased; a review is by someone else.	The person's statement and history are on the file; internal reviews are refused to the original decision-maker in code (GL-CM-04).
Statements of reasons and review rights	ADJR Act s 13 (AU); tribunal Acts; Ombudsman guidance on reasons	Every determination carries findings, evidence and the provision, and tells the person how to seek review.	No determination or review leaves without reasons and review rights on the notice (GL-CM-07).
Vulnerability	Robodebt Royal Commission recommendations; Ombudsman vulnerability guidance; UK FCA vulnerability guidance; NSW Customer Commitments	Screen every case systematically; when an indicator is found, a person takes over.	Intake screens the text and every other service's flags; on detection the agent stops and a support officer sets the plan (GL-CM-02).
Internal review and merits review	Administrative Review Tribunal principles (fair, just, economical, informal, quick); social security review provisions; tribunal Acts	Internal review within the statutory time by a different officer; documents to the tribunal within the period.	Review pack with the original decision, the evidence relied on and the provisions; 28-day statutory clock; tribunal documents assembled (GL-CM-04, 06).
Learning from reviews	Continuous improvement principles in complaint standards (ISO 10002 cl 8.7); Ombudsman systemic-issue practice	Overturned decisions teach the rules; the lesson reaches the rules owner and is answered.	Every varied, set-aside or remitted review records a lesson and raises rules feedback; the rules owner accepts or declines it (GL-CM-08).
Tell us once and history	Digital Service Standard (AU); GDS Service Standard; once-only principle (EU)	Use what government already holds; assemble the history rather than asking again.	Intake assembles the person's history from every service with its source (GL-CM-05).
Service standards and clocks	Customer service commitments; charter response times; statutory decision periods	Every case carries its standard and any statutory date; approaching dates escalate.	Working-day service standards per case type; statutory dates for reviews and appeals; the sweep escalates (GL-CM-06).
The person sees the file	FOI and privacy access rights (APP 12; GDPR art 15); open-by-default case practice	The person can see what is on their file, with exceptions recorded.	Every case event is visible to the person unless marked otherwise, and the exceptions are on the record (GL-CM-09).
Accessibility and plain language	WCAG 2.2 AA; ISO 24495-1	Every screen usable with assistive technology; notices a person can understand.	Interfaces designed against WCAG 2.2 AA with conformance evidenced per deployment; notices written plainly.