Review Queue

No demand reaches the ledger on one person’s word. A review decision records the outcome (Approve, Reject or Return), the reason, the reviewer, the time and the version it applies to. The reviewer is a different team member from the officer, in the same tax office.

If a document changes after submission, the earlier decision no longer applies and the new version waits for its own review. The same queue handles demands, refunds, adjustments, assessments and compensating corrections to posted documents.

• Approve. The document moves to Approved and can be posted; an assessment moves to Approved and Completed.
• Return. The work goes back to the officer with a reason for a revised version.
• Reject. The work stops, with the reason recorded.

Name reviewers and deputies and confirm nobody reviews their own work. Agree review limits by document type and amount. Agree what a reviewer checks: taxpayer, lines, accounts, tax amounts and evidence. Decide the turnaround for reviews before demand due dates.

An officer submits a refund of $900 to a shop that overpaid last year. The Assessment Reviewer opens Documents in Review and sees no evidence of the overpayment attached. She returns it with that reason. The officer attaches the receipt history showing the double payment and resubmits.

The reviewer approves the new version, and the decision records the version, reason and time. When a colleague later asks why the refund took two days, the decision log shows the return and its reason.

During the pilot, have each reviewer return at least one document and approve its revised version. Check that the earlier decision stays on record, that a decision on the old version is refused, and that an officer cannot open their own document in the review queue.

• Documents in Review — Submitted documents with taxpayer, type, gross amount and version.
• My Review Decisions — The decisions the signed-in reviewer recorded.
• Review Decisions Log — Every decision with reason, reviewer and version.

• Demand to collection: See where review sits before posting.
• Refund, adjustment and reversal: Review of refunds and corrections.

Rehearse access with an officer account before go-live.