The decision-making process in context
12 The following represents findings of fact though little of what follows appears to be controversial. By letter dated 8 January 2008, a delegate of the Chief Executive Officer of Medicare Australia, Ms Karen Carey, granted a request of Ms Hinde to deactivate her approval for the period 16 October 2007 to 31 March 2008. This was in response to a letter from Ms Hinde of 3 January 2008 requesting deactivation for that period. She identified two circumstances as the basis for her request. The first was that she had suffered severe injuries in the motor vehicle accident on 15 October 2007 which required prolonged hospitalisation and a period of recuperation. The second was that the Premises had been severely damaged by fire on 16 October 2007 and repairs were not due to begin until January 2008. It is clear from the delegate's letter that she accepted these circumstances justified deactivation and said that they "fall within the relevant considerations outlined in section 5 of the Guidelines." The delegate indicated that any further request for the deactivation beyond 31 March 2008 should be made before that date.
13 By letter dated 24 March 2008, Ms Hinde requested a further period of deactivation (from 31 March 2008 to 31 July 2008). She identified two circumstances supporting the request. The first was ongoing treatment for her injuries. The second were delays in the repair to the Premises and problems with the landlord's insurance company. By letter dated 31 March 2008 another delegate, Ms Julie Martinez, granted the request to deactivate the approval for the period 31 March 2008 to 31 July 2008. Again, the delegate indicated she was satisfied that the matters raised by Ms Hinde fell "within the relevant considerations outlined in section 5 of the Guidelines". Again the delegate indicated that any fresh application for further deactivation had to be made before 1 August 2008.
14 A further period of deactivation until 16 October 2008 was requested by Ms Hinde by letter dated 3 August 2008. The reasons given were that she required further surgery and the shop renovations were not complete. Ms Hinde indicated she was trying to employ a locum pharmacist. By letter dated 12 August 2008, another delegate, Mr Chris Watt, granted the request for the period 31 July 2008 to 16 October 2008. However the letter noted that the deactivation period would expire on 17 October 2008 and the delegate said, "Unless exceptional circumstances prevail no further extension will be considered after 16 October 2008".
15 Events from this time were a little less straightforward. At the end of October 2008, Ms Hinde was detained in custody. Her bail had been revoked. In the latter part of November 2008, a representative of Medicare Australia sought to speak with solicitors who may have been acting for Ms Hinde. By the end of November 2008, Medicare Australia was contemplating writing to Ms Hinde effectively asking her to show cause why her approval should not be cancelled. In early December 2008 steps were taken to find an address to which a letter could be sent to Ms Hinde while she was in custody. In an e-mail to Ms Martinez of 1 December 2008 (Ms Martinez was the delegate who made the decision to cancel the approval on 20 April 2009), a Medicare Australia employee, Ms Morrison, set out some of the difficulties in contacting a person held in a correctional centre and the difficulty in finding them. She referred to a discussion she had had with Mr Shaw from the firm The People's Solicitor in which this difficulty had been discussed. The e-mail noted that Ms Hinde had to initiate a phone call and then only to a person nominated on her list of contacts. The e-mail also noted that Ms Hinde was then at the Malabar remand centre. It went on to note that Ms Hinde might be moved to a different centre at any time and it was advisable to call the New South Wales Corrections National Office to confirm her current location and obtain an updated postal address.
16 Such a show cause letter was sent on or about 3 December 2008 by Mr Watt. The letter noted that the Guidelines indicated that deactivation beyond six months would only be considered in exceptional circumstances and that Ms Hinde's approval had been deactivated for over 12 months. The letter also noted that the closure of the pharmacy was not temporary and that "I would not be ensuring the efficient distribution of pharmaceutical benefits within the community if I were to allow you further time for your pharmacy to remain closed and unable to supply pharmaceutical benefits". The letter noted that Ms Hinde might not be able to reply within the usual 28 day period and, accordingly, could provide a response in writing no later than Friday 30 January 2008. In context, this was obviously a reference to 30 January 2009. The letter went on to say that if a response had not been received by then, a decision on whether to cancel the approval would be made on 13 February 2009 on information then available. Fairly clearly, at this stage, almost 2 months was being afforded to Ms Hinde to respond given what was perceived within Medicare Australia to be a real risk that there may be some delay in her receiving the letter and responding.
17 A responsive letter dated 28 January 2009 was received by Mr Watt on 30 January 2009. It was from solicitors stating they were acting for Ms Hinde and simply asserted they were instructed to inform him that "Ms Hinde is planning to reopen a new pharmaceutical business in due course" and intended to keep his office informed. The letter was written by Mr Liu of the firm The People's Solicitors. It appears from a Medicare Australia file note that earlier, on 17 December 2008, a decision was made by Ms Martinez to "extend deactivation to 30/1/09".
18 It is not absolutely clear from the evidence what happened within Medicare Australia during February and March 2009 concerning Ms Hinde's approval though it appears there may have been one or two decisions to extend the deactivation. However things came to a head in April 2009. A decision to cancel Ms Hinde's approval was made under s 98(3) of the NH Act. The conclusion to make the decision was reached at some time between 15 and 20 April 2009. A letter was written by a delegate, Ms Martinez, to Ms Hinde dated 20 April 2009 informing her of the decision. The decision was made when the letter was written: see Semunigus v Minister for Immigration and Multicultural Affairs (2000) 96 FCR 533 at [71] - [73] and [101]. The stated reasons in the letter were that Ms Hinde was not carrying on business as a pharmacist and not supplying pharmaceutical benefits at the premises in respect of which she was approved. Internal e-mail correspondence put the reasons as being the pharmacy had not been trading since October 2007, numerous attempts to issue show cause letters had failed, Ms Hinde had been deregistered by the NSW Pharmacy Board, there had been several applications for a new rural approval in the Aberdeen area (some had not been successful and one was then on foot) and pharmaceutical benefits were not being supplied to the community.
19 Before proceeding further with events as they unfolded, a number of matters need to be mentioned which occurred before this decision to cancel was taken. On 13 March 2009, Ms Martinez wrote to Mr Liu, referring to his letter of 28 January 2009. In that letter, Ms Martinez asked for information on a number of matters which, in substance, were particulars of the steps being taken by Ms Hinde to reopen the pharmacy at the Premises. The letter indicated that in the event that Ms Hinde did not provide the relevant information by 10 April 2009 a decision may be made on whether to cancel Ms Hinde's approval. It should be noted that this was allowing less than a month for Mr Liu to obtain instructions from Ms Hinde which, in at least the ordinary course, would require her to be furnished with a copy of a letter. On 1 April 2009 a licensed business agent (operating from what appears to be a commercial emanation of the Pharmacy Guild - the professional association of pharmacists) wrote to Medicare Australia informing it that a pharmacist, Ms Caroline Sevil, had made an offer to Ms Hinde to purchase the "approval number" and "transfer the pharmacy ownership to her". Attached to the letter to Medicare Australia was a letter of 31 March 2009 from the agent to Ms Hinde containing the offer. The proposed purchase price was $320,000. That letter was addressed to Ms Hinde at the Silverwater Correctional Centre. It should have been apparent to Ms Martinez that there would probably be some delays in attending to the consideration of the offer given the knowledge she acquired in December 2008 about the difficulties communicating with a person in a correctional institution. In fact, the letter was not received by Ms Hinde until 24 April 2009. She had, at that time, been moved to Emu Plains Correctional Centre. Ms Martinez wrote to the agent on 2 April 2009 alluding to the possible purchase but noting Medicare Australia was only able to act on Ms Hinde's requests in relation to the approval.
20 Returning to events after the cancellation decision, Mr Liu rang Medicare Australia on 29 April 2009 and said that Ms Hinde had never received the letter of 13 March 2009 and, I infer, said neither he nor Ms Hinde received the letter of 20 April 2009. He also said that he had a power of attorney for Ms Hinde. The same day, 29 April 2009, the agent acting for Ms Sevil spoke to Medicare Australia informing it that she would be sending in an application for a change of ownership and relocation to a shop next door (to the Premises). That application was received that day. Also on 29 April 2009, Mr Liu wrote to Ms Martinez informing her that he had not been able to get instructions to respond to the Medicare Australia letter of 13 March 2009 until the previous day. That is, he had not been able to get instructions until 28 April 2009. He repeated what he had said on the phone earlier that day, namely that Ms Hinde never received the letter of 13 March 2009. He also noted that Ms Hinde had been unable to determine her future intentions until 3 April 2009 when she had been sentenced to a custodial sentence which, he noted, prevented her considering any reopening of her pharmacy. He also noted that he had received instructions the previous day to accept the offer from Ms Sevil. It appears that after Mr Liu sent this letter, he sent a second letter enclosing an application for approval for change of ownership of the pharmacy.
21 On 30 April 2009, Mr Liu wrote to Ms Martinez requesting that his client be given due process and, in particular, she be given the opportunity to present an "appropriate case in reply" and indicating that unless this procedure was followed, he "would regard our client as not being afforded procedural fairness".
22 On 7 May 2009, Mr Liu wrote to Ms Martinez informing her that Ms Hinde had, on that day, informed him that on 5 May 2009 she had received the letter of 20 April 2009. He explained that the letter had arrived late for reasons concerning where Ms Hinde was then housed in the New South Wales prison system. He also explained that deeds for sale had been exchanged on 29 April 2009 and requested the "return of Ms Hinde's approval number to deactivated status from cancel status" to facilitate the sale and noting, in effect, that that would fulfil the needs of the Aberdeen community.
23 At this point, Mr Flaherty commenced a dialogue with Medicare Australia about the approval and the Premises. It received, on 8 May 2009, an application from him for approval to supply pharmaceuticals from the Premises. On 21 May 2009, he wrote, through his solicitors, to Medicare Australia informing it that searches had indicated that the pharmacist (Ms Hinde) at the Premises had not been a registered pharmacist for more than 18 months and that he was now the lessee of the Premises. Confirmation was sought that Ms Hinde's approval had been cancelled and, if not, an indication of the status of the approval and when it would be cancelled.
24 In the meantime, Medicare Australia sought legal advice (on 12 May 2009) about whether there had been denial of procedural fairness in relation to the decision to cancel Ms Hinde's approval. That advice was given on 26 May 2009. It was to the effect that Ms Hinde had been given procedural fairness before 31 March 2009 but that it was arguable she had not been for the period 31 March 2009 to the date of cancellation on 20 April 2009. The view that there may have been a denial of procedural fairness was founded on two propositions. The first was that the delegate, knowing that there was a possibility that the pharmacy might be sold, did not seek confirmation as to whether Ms Hinde would agree to the sale and did not investigate why there had been no response to the show cause letter. These steps were not taken in circumstances where the delegate was aware of Ms Hinde's personal situation and the complexities associated with contacting her. The advice was that arguably this possible failure to afford procedural fairness constituted jurisdictional error. The advice went on to indicate that even if the revocation of the approval had been valid, it was still appropriate for the delegate to review the matter and remake the decision. The advice concluded that the delegate should review the matter taking into account all facts and evidence then known and review the decision made on 20 April 2009 to cancel the approval and then either remake the decision or confirm the decision made on 20 April 2009.
25 On 26 May 2009 Ms Martinez made a decision reinstating Ms Hinde's approval and deactivating it. In a note of what, I infer, was a discussion Ms Martinez had with at least one other person within Medicare Australia on 26 May 2009, the decision was made by her because she was satisfied procedural fairness may not have been afforded to Ms Hinde. At that time, Ms Martinez was contemplating deactivation until 5 June 2009 "to preserve Ms Hinde's rights in relation to the approval and the pending change of ownership". She informed Mr Liu of her decision by letter dated 2 June 2009 when she then indicated the deactivation would be until 10 July 2009. The clear import of the letter was that Mr Liu and a Mr Maloney (who Ms Martinez understood were joint attorneys for Ms Hinde under a general power of attorney) would prosecute the sale to Ms Sevil which had earlier been brought to Medicare Australia's attention.
26 Thereafter events were influenced by the fact that Mr Flaherty was, or at least asserted he was, the lessee of the Premises. On 23 June 2009, Ms Sevil spoke to Medicare Australia and indicated that she still intended to purchase the pharmacy though was then aware that someone else had a lease on the premises. She indicated she was contemplating relocating the pharmacy approval number. She was told that Medicare Australia had not been informed of her intention to relocate the approval. She was advised that certain formalities needed to be attended to promptly in order to progress the application for change of ownership. Ms Sevil appears to have indicated that she would attend to them. The contents of this conversation were relayed to Ms Martinez by e-mail.
27 The following day, 24 June 2009, Medicare Australia wrote to Ms Sevil indicating what steps she should take to progress the matter indicating that she should provide Medicare Australia with evidence of her right to occupy the Premises. The letter indicated that she should send Medicare Australia the original change of ownership application (the letter noted that only a faxed version had been received which was almost illegible) and that these various matters needed to be attended to by no later than 1 July 2009. On 25 June 2009 Mr Liu wrote indicating "a special change of circumstances has arose (sic) that affects Ms Hindes sale of the pharmacy". He referred to the fact that another pharmacist had taken what he described as a "standby" lease in relation to the Premises. Doubtless this was a reference to Mr Flaherty. Mr Liu said that other premises suitable for a pharmacy were the subject of an application for approval by another pharmacist. He described this process as "blocking out" available premises. He sought an extension of time of the deactivation from 10 July 2009 for a further two months until 10 September 2009.
28 In late June 2009 there was correspondence concerning Ms Sevil's application for change of ownership which, on 3 July 2009, was refused. It was refused on the basis that she could not supply pharmaceuticals from the Premises.
29 In the result, on 8 July 2009, Ms Hinde was granted a further extension of the deactivation for 38 days to 17 August 2009. She was informed of this in a letter of 7 July 2009 to Mr Liu. The letter made it clear that the 38 day extension would provide Ms Sevil with two opportunities to lodge an application for relocation of the approval which could be considered by the Authority either on 28 August 2008 or 25 September 2009. The letter indicated that Ms Hinde's approval would be cancelled without further notice if, by 17 August 2009, Ms Sevil had not lodged a complete application to relocate the approval. The letter also indicated that if the application was made and failed, Ms Hinde's approval would be cancelled without further notice. Ms Sevil lodged such an application on 17 August 2009.
30 A further decision to extend the deactivation of Ms Hinde's approval was made on or about 18 August 2009.