Information requests on a case

Owned by Former user (Deleted)
Last updated: Jun 08, 2018 by Linda MacDonald (Unlicensed)


  1. Open Case Tracker.



    Add an Information Request

  2. Select the Case and click to open.
  3. Go to Case Management > Requests> Information Request
  4. Click on Information Request.
  5. Complete the Information Request, adding comments and attaching files as needed. 

    Respond to an Information Request

  6. Select the Case and click to open.
  7. Go to Case Management > Requests> Information Request
  8. Open the IR with the status 'with customer'
  9. Complete the Information Request, adding comments and attaching files as needed. 
  10. The status will then change to Customer Issues Response.

    Legacy Information Requests

    • Information Requests received prior to 9th of October will now be available to respond to within the portal.
    • You would have received an email regarding any outstanding Information Requests on the 9th of October. The email contains a link to the Information Request inside the portal.

     

    Respond to Information Requests

    • All Information Requests are now processed by the NHVR Portal
    • Information Requests initiate an email and in-system notification to the Customer Contact for the Permit Application. (This user can be updated at any time within the Portal)
    • The timeframe for responding to an Information Request is 14 days. A 7 day reminder will also be sent if the request is still outstanding.  If no response is received by the 14th day a reminder will be issued to the Customer Contact of the Permit Application and two Administrators of the account, if no response is received by the 15th day the Case will be closed.

     

    Road Manager Information Requests

    • Road Managers who request additional information to complete their assessment will be processed in the Portal.
    • These Information Requests will first be reviewed by the Regulator prior to being forwarded to the Customer Contact for the Permit Application.  In this instance, both the Road Manager’s request and NHVR's review will be displayed in the request.