internal review

Who can request a subsequent review?

If you believe that the decision made by IBA’s Manager Customer Complains is wrong, you can ask for a review of the decision. A subsequent review request must be received in writing within three months from the date we advise you the outcome of your complaint.

Don’t forget to tell us why you think our decision is wrong, providing any new information that is relevant to the decision we made. Be specific, rather than general. IBA will consider the information provided and decide whether we will review our decision.

What happens when you request a subsequent review?

If IBA agree to your request for review, the subsequent review will be conducted by an independent staff member who was not involved in the original investigation of your complaint. IBA may contact you for further details about why you believe our decision was wrong.

The subsequent review officer will undertake an investigation of both the initial facts and circumstances that gave rise to the Complaint, as well as the decision of the Manager Customer Complaints, to determine:

  • whether IBA acted appropriately in the initial circumstance giving rise to the Complaint; and
  • whether the decision of the Manager Customer Complaints was made appropriately.

Please note, a review is not a reinvestigation of your complaint and IBA will only consider a review request once.

If you would like to request a Subsequent Internal Review, please complete the internal review request form.