Decisions and Appeals

A decision records the outcome (Approve, Reject or Return for Information), the reason in full, the authority reference relied on, such as the regulation or circular, the reviewing officer and the time. A decision can be recorded only while the case is in Review. It captures the case as it stood at that moment: status, due date, applicant, documents, actions, earlier decisions and fees. The reviewer is identified through their own platform user.

Approve moves the case to Approved and Reject to Rejected. Return for Information sends the case back to verification with the reason, so the officer knows what to request.

• Reasons and authority on every decision. The reviewer writes the reason and cites the rule relied on.
• Decisions only in Review. A case still in verification cannot be decided, which keeps incomplete files off the reviewer’s desk.
• Appeals reviewed afresh. An appealed case goes to a different reviewer, and the earlier decision stays on the record.

Agree who may decide each case type and any limits on their authority. List the authority references reviewers cite. Agree the appeal window and who assigns appeals. Decide how decisions are communicated to applicants and recorded as actions.

A goods-carriage permit case reaches review. The Reviewing Officer reads the documents and the fitness inspection, which failed on brakes two weeks earlier. She rejects the case, citing the permit rule that requires a valid fitness certificate, and writes the reason in plain terms.

The company has the brakes repaired, passes a new inspection and appeals. The case moves to Appealed, and the Registry Supervisor assigns a different reviewer. That reviewer sees the earlier rejection, the new passing inspection and its certificate, and approves the permit with the authority reference. Both decisions remain on the case.

• Cases Awaiting Decision — Cases in review, with applicant, type, officer and due date.
• Decision Log — Every decision with reason, authority reference, reviewer and time.

• Application to decision: See where the decision sits.
• Appeal and fresh review: From an appeal to a new decision.

Check who may decide cases before go-live.