Level 2 complaints (CLK)(MED) 104-02040010
Expand allThis document provides the process Complaints Officers in Centrelink and Medicare use to manage a Level 2 complaint. Links to supplementary information are available to further support Complaints Officers when managing high risk Level 2 complaints, complaints from vulnerable customers and Level 2 complaints received via internal and external referral.
The Resources page contains links to resources to support the Level 2 complaints management processes and Delegations and Authorisations.
Related links
Managing complaints and feedback
Level 2 complaints - vulnerable customers and high risk complaints (CLK)(MED)
Level 2 complaints - Ombudsman, Ministerial, MP, Media and executive correspondence (CLK)(MED)
Level 1 - Managing complaints and feedback
Recording complaints and feedback in the Customer Feedback Tool
Administrative Review Tribunal (ART) (CLK)
Steps in the review and appeals system
Customer aggression - Prevention and management
Identifying customer vulnerability and risk issues
Advising verbally of an unfavourable decision (CLK)