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Six Things You Can Ask Any System For

Feel like you’re begging for things? A lot of what you need isn’t a favour. It’s something the system has already promised, in law or in its own rules. Here are six.

I used to think speaking up meant being louder, or more patient, or finding exactly the right words. It wasn’t. Some requests do the work for you, because once you ask for them by name, the person on the other end has to follow a process.

The rules change from country to country, so under each one I’ve put real examples from around the world. Start with the one that fits where you are right now.

1. Ask for the reasons

When a decision goes against you, you’re usually allowed to know why. Not “it doesn’t meet the criteria”. The real reasons, and what they were based on.

Could you send me the reasons for this decision in writing, including the information you used?

Once the reasons are written down, you can see what they missed, what they got wrong, and what to send next. That’s why this one is so useful.

Where this is real:

  • In Australia, for many government decisions that can go to the Administrative Review Tribunal, you can ask in writing for a statement of reasons. They have 28 days to give it to you.
  • In the European Union, the Charter of Fundamental Rights includes a right to good administration, and that includes giving reasons for decisions.
  • In the UK, the Parliamentary and Health Service Ombudsman lists being open and accountable as one of its principles of good administration.

2. Ask for your own file

The notes, assessments and records a service keeps about you are usually yours to see. I think this is one of the most useful things you can ask for, because it shows you what they actually believe about you.

I’d like a copy of all the personal information you hold about me, including notes, assessments and records of phone calls.

Sometimes the problem is right there. A report that never arrived. A note that says the opposite of what you said. A form marked missing that you handed in.

Where this is real:

  • In the European Union and the UK, data protection law gives you the right to a copy of your personal data. They have to reply without undue delay, and within one month in most cases.
  • In Aotearoa New Zealand, agencies have 20 working days to respond to a request for your information.
  • In Australia, the Privacy Commissioner says government agencies should reply within a reasonable time, which usually means no more than 30 calendar days.

3. Ask for a review

A first decision isn’t always the last word. Most systems have a way to ask someone else to look at it again, and plenty of decisions change.

I’d like to ask for a review of this decision. Can you tell me the time limit, and what would help?

A review is a formal step with its own timeframes. So your request moves out of the waiting pile and into a process someone has to finish.

Where this is real:

  • For NDIS decisions in Australia, you have three months from getting the decision in writing to ask for an internal review, and the Agency has 90 days to decide.
  • Almost every benefits, health and disability system has its own review or appeal step. Find out the deadline first, because it’s often short.

4. Ask for an adjustment

If the way a service works makes it harder for you to take part, you can ask them to change how they do it. A different format. A longer appointment. A support person in the room. An easier way to send documents.

Because of my disability, the way this is set up makes it hard for me to take part. Could you adjust it like this: [what you need]?

You’re not asking for special treatment. You’re asking for the barrier to move so you can do what everyone else is doing.

Where this is real:

  • The United Nations Convention on the Rights of Persons with Disabilities calls this reasonable accommodation, and says that refusing it is a form of discrimination.
  • In the UK, the Equality Act 2010 says services have to make reasonable adjustments, and they can’t charge you for them.

5. Ask for an advocate

You don’t have to do this on your own. In lots of places there are independent advocates whose whole job is to stand beside you, and some of them are free.

Is there an independent advocate who can support me with this? I’d like them included from now on.

An advocate knows the process, keeps track of what was promised, and makes it much harder for things to slide. You get to share the load too.

Where this is real:

  • In Australia, the National Disability Advocacy Program pays for free, independent advocacy for people with disability, their families and supporters. You can search by postcode on the Disability Advocacy Finder.
  • In England, under the Care Act 2014, a council has to arrange an independent advocate if you would have real difficulty taking part in your care and support process and there’s nobody suitable to help you.

6. Ask the ombudsman

If the complaints process hasn’t fixed it, an ombudsman can look at it independently. It’s usually free, and you don’t need a lawyer.

I’ve been through your complaints process and it’s still not resolved. I’m taking it to the ombudsman. Please send me your final response in writing.

They look at whether the service acted fairly and followed its own rules, and many can recommend that things are put right.

Where this is real:

  • There are independent ombudsman offices in more than 100 countries, and many belong to the International Ombudsman Institute.
  • The UK ombudsman judges services against six principles of good administration: getting it right, being customer focused, being open and accountable, acting fairly and proportionately, putting things right, and seeking continuous improvement. They’re handy words to use in your own complaint, wherever you live.

One last thing

You don’t need all six. Most of the time one is enough to get things moving.

Ask in writing, keep a copy, and write down the date. If you want help with the words, How to Write a Clear Advocacy Email has a simple structure, and What to Do When an Organisation Does Not Respond covers the follow up.

This is general information, not legal advice. Rules and time limits change from place to place, and over time, so check the service’s own page or ask an advocate about the one that applies to you.

You’re allowed to ask. These were promised to you.

Madeleine x

Sources

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