ADM.5:4.5 - Describe ordinary correction and genuine exceptions

Give the handler the existing response for a correctable omission or an established negative condition. A missing receipt may receive the policy’s correction request. A clearly excluded expense may receive its reasoned refusal and applicable challenge route. Neither outcome requires inventing another discretionary decision.

Use ADM.6 when an actual gap prevents ordinary handling: conflicting facts, an inapplicable rule, unresolved authority, incompatible requirements or provision whose effect cannot be established. Name the competent destination and the bounded question. A transfer to “support” without anyone assigned to resolve it is still a gap.

For potentially duplicate actions, include recovery of the earlier attempt before repetition. The instruction should state what remains permitted while the uncertain effect is investigated, rather than calling the entire service complete or restarting it blindly.