This is an HTML version of an attachment to the Freedom of Information request 'Feedback received on twitter passed onto relevant area'.

PO Box 7820 Canberra BC ACT 2610 
16 October 2019 
Our reference: LEX 47669 
Asher Hirsch 
Only by email: 
Dear Asher
Decision on your Freedom of Information Request 
I refer to your request, dated and received by the Department of Human Services 
(department) on 16 September 2019 for access under the Freedom of Information Act 
(FOI Act) to the following documents:  
'On 16 September 2019 at 10:18am Centrelink's twitter account indicated that they 
would 'pass on' feedback about no notice being provided for a scheduled 
maintenance on Centrelink's online system. 
The link to the twitter discussion can be found here: 
I would like a copy of that feedback that was 'passed on', details of who such 
feedback was sent to, and any such response or action that followed.' 
My decision 
I have decided to refuse your request for access under section 24A of the FOI Act on the 
basis that all reasonable steps have been taken to locate the documents you have requested 
and I am satisfied that they cannot be located or do not exist. Please see Attachment A for 
the reasons behind my decision. 
You can ask for a review of our decision 
If you disagree with the decision you can ask for a review. There are two ways you can do 
this. You can ask for an internal review from within the department, or an external review by 
the Office of the Australian Information Commissioner. You do not have to pay for reviews of 
decisions. See Attachment B for more information about how to arrange a review.  
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Further assistance 
If you have any questions please email  
Yours sincerely 
Authorised FOI Decision Maker 
Freedom of Information Team 
Employment Law and Freedom of Information Branch | Legal Services Division  
Department of Human Services 
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Department of Human Services 

PO Box 7820 Canberra BC ACT 2610 
Attachment A 
What you requested 
On 16 September 2019, you requested: 
'On 16 September 2019 at 10:18am Centrelink's twitter account indicated that they 
would 'pass on' feedback about no notice being provided for a scheduled 
maintenance on Centrelink's online system. 
The link to the twitter discussion can be found here: 
I would like a copy of that feedback that was 'passed on', details of who such 
feedback was sent to, and any such response or action that followed.' 
What I took into account 
In reaching my decision I took into account: 
•  your original request dated 16 September 2019; 
•  consultations with departmental officers about: 
o  the nature of the requested documents; and 
o  the department's operating environment and functions; 
•  guidelines issued by the Australian Information Commissioner under section 93A of 
the FOI Act (the Guidelines); and 
•  the FOI Act. 
Reasons for my decisions 

I am authorised to make decisions under section 23(1) of the FOI Act. 
Section 24A of the FOI Act 
Section 24A of the FOI Act provides that: 
(1)  An agency or Minister may refuse a request for access to a document if:  
a)  all reasonable steps have been taken to find the document; and 
b)  the agency or Minister is satisfied that the document: 
i.  is in the agency's or Minister's possession but cannot be found; or 
ii.   does not exist.  
The Media Branch conducted searches to confirm your feedback was passed on to the 
relevant business area, and that subsequent action was being considered or undertaken.  
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No documents containing a copy of the feedback were located. This is due to feedback being 
verbally conveyed to the External Communications Branch, rather than by email.  
On the basis of the information provided/searches, I am satisfied that in accordance with 
section 24A of the FOI Act: 
1.  all reasonable steps have been taken to find the documents; and  
2.  the documents cannot be located or do not exist. 
Additional Information  
Further investigations have verified that at 3:34pm on Friday 13 September 2019, the 
department’s website was updated with information about the planned maintenance period. 
The department has determined that the maintenance notification can be released to you 
administratively. Accordingly, please find attached a copy of the notification. 
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Department of Human Services 

PO Box 7820 Canberra BC ACT 2610 
Attachment B 

Asking for a full explanation of a freedom of information (FOI) decision 

Before you ask for a formal review of a FOI decision, you can contact us to discuss your 
request. We will explain the decision to you. This gives you a chance to correct 
Asking for a formal review of an FOI decision 
If you still believe a decision is incorrect, the Freedom of Information Act 1982 (the FOI Act
gives you the right to apply for a review of the decision. Under sections 54 and 54L of the 
FOI Act, you can apply for a review of an FOI decision by: 
1.  an Internal Review Officer in the Department of Human Services (the department); 
2.  the Australian Information Commissioner. 
Note 1: There are no fees for these reviews. 
Applying for an internal review by an Internal Review Officer 
If you apply for internal review, a different decision maker to the departmental delegate who 
made the original decision will carry out the review. The Internal Review Officer will consider 
all aspects of the original decision and decide whether it should change. An application for 
internal review must be: 
•  made in writing 
•  made within 30 days of receiving this letter 
•  sent to the address at the top of the first page of this letter. 
Note 2: You do not need to fill in a form. However, it is a good idea to set out any relevant 
submissions you would like the Internal Review Officer to further consider, and your reasons 
for disagreeing with the decision.  
Applying for external review by the Australian Information Commissioner 
If you do not agree with the original decision or the internal review decision, you can ask the 
Australian Information Commissioner to review the decision.  
If you do not receive a decision from an Internal Review Officer in the department within 30 
days of applying, you can ask the Australian Information Commissioner for a review of the 
original FOI decision.  
You will have 60 days to apply in writing for a review by the Australian Information 
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You can lodge your application
Australian Information Commissioner 
GPO Box 5218 
Note 3: The Office of the Australian Information Commissioner generally prefers FOI 
applicants to seek internal review before applying for external review by the Australian 
Information Commissioner. 
•  If you are applying online, the application form the 'Merits Review Form' is available 
•  If you have one, you should include with your application a copy of the Department of 
Human Services' decision on your FOI request  
•  Include your contact details 
•  Set out your reasons for objecting to the department's decision. 
Complaints to the Australian Information Commissioner and Commonwealth 

Australian Information Commissioner 
You may complain to the Australian Information Commissioner concerning action taken by 
an agency in the exercise of powers or the performance of functions under the FOI Act, 
There is no fee for making a complaint. A complaint to the Australian Information 
Commissioner must be made in writing. The Australian Information Commissioner's contact 
details are: 
Telephone:      1300 363 992 
Commonwealth Ombudsman 
You may also complain to the Commonwealth Ombudsman concerning action taken by an 
agency in the exercise of powers or the performance of functions under the FOI Act. There is 
no fee for making a complaint. A complaint to the Commonwealth Ombudsman may be 
made in person, by telephone or in writing. The Commonwealth Ombudsman's contact 
details are: 
Phone:             1300 362 072 
The Commonwealth Ombudsman generally prefers applicants to seek review before 
complaining about a decision. 
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Department of Human Services 

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