Administrative Review Council Inquiry on Social Security

Closes 26 Sep 2025

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Key Issue 1 – Internal Review Processes

Before a social security matter can be appealed to the ART, it must go through an internal agency review process. An individual who receives a decision from Services Australia has the option to:

  • request an explanation for the decision from a subject matter expert and/or
  • apply for a formal internal review of the decision by an authorised review officer (ARO).

The Council seeks views on whether the existing procedures in place for internal ARO review are effectively finalising matters in a timely manner, and whether there are any changes that could help to increase the number of matters resolved at the ARO stage, without needing to progress to external review. The Council also seeks views as to whether there are any aspects of the ARO review process that might deter applicants from pursuing their rights to merits review in the ART.

This is discussed further under Key Issue 1 in the Issues paper.

1. What is your experience with the ARO review process in Services Australia after 7 July 2023 (when the Robodebt Royal Commission reported)?

Provide details particularly in relation to:

  • 1.1. access to review;
  • 1.2. timeliness of review; and
  • 1.3. the communication of reasons for decisions and further review rights.
2. Are there any changes to the process or arrangements for ARO review that could improve this avenue for review in terms of process or outcomes for individuals?
3. Should there be statutory time limits on applying for ARO reviews and/or for an ARO to make a decision?

Please explain why or why not.