Level 2 complaints (CLK)(MED) 104-02040010

Complaints are received by Level 2 Complaints Officers from a variety of sources.

If a priority complaint is received, including from a customer threatening self-harm or harm to others, go to Step 10

Level 2 complaint are received from sources including:

• warm phone transfer of escalated complaints, go to Step 2
• via the Customer Feedback Tool, go to Step 3
• in writing and online, go to Step 4
• via the Parliamentary Document Management System (PDMS), go to Step 5
• complaints lodged via more than one method, go to Step 7
• complaints lodged during a current investigation or soon after a complaint has been finalised, go to Step 8
• other business areas requesting assistance, go to Step 9

The Level 2 Complaints procedures provide supplementary information to manage complaints:

• from high risk complaints, complaints from vulnerable customers and complaints received directly from internal and external referral sources, go to Step 6

Staff transfer escalated complaints via phone warm transfer to the Level 2 Escalated Complaints and Feedback team after determining the complaint meets a Complaints Escalation Reason.

On receipt of the warm transfer the Level 2 Complaints Officer advises the Level 1 officer of their name and User ID.

The Level 1 officer:

• advises the Level 2 Complaints Officer of their name and User ID
• confirms if Proof of Record Ownership (PORO) was successful see Identity Confirmation
• summarises their conversation with the customer and the details of the customer's complaint
• reason for escalation
• details any underlying issues (including issues external to the department) that may impact on the customers' acceptance of a decision
• provides the remedy details the customer is hoping to achieve and any remedies already offered
• introduces the complainant
• warm transfers the customer

After the warm transfer the Level 1 officer:

• creates a Customer Feedback Tool entry, selects the relevant escalation reason and submits the entry
• notifies the Complaints Officer of the complaint identification number in the Customer Feedback Tool

Process ends here for the Level 1 officer unless further information is later required. The call will be recorded for this interaction until the call transfer to level 2 is complete.

The Level 2 Complaints Officer:

• locates and assigns the Customer Feedback Tool entry
• checks the escalation reason recorded by the Level 1 officer is appropriate
• considers if feedback needs to be provided to the Level 1 officer based on the escalation, see Follow up after complaint finalised – Feedback to Individuals - Inappropriate Escalation
• manages the complaint until finalisation

The call recording for level 2 will start at the transfer from level 1 and finish once the call is terminated.

Go to Assess urgency and acknowledge complaint.

When a Level 1 officer is unable to warm transfer the complaint to Level 2, escalation is via the guided procedure in the Customer Feedback Tool.

Level 1 staff forward a For Your Action (FYA) email to the Level 2 team notifying and identifying the escalated service request, including information advising why the complaint was not warm transferred.

Contact the customer in a timely manner where the complaint has been escalated via the Customer Feedback Tool outside business hours or for other reasons.

Go to Assess urgency and acknowledge complaint.

Complaints can be received in writing including online via the Services Australia website.

Centrelink complaints received in writing or online

Complaints received in writing or online are managed by Level 1 Skill tagged Complaints Officers and escalated to Level 2 as required after assessment.

Medicare complaints received in writing or online

Complaints received in writing or online are managed by Level 2 Complaints Officers:

• conduct the usual searching processes for locating and identifying a customer record. This includes checking CDMS and contacting the customer and determining Proof of Record Ownership (PoRO)
• check if the Level 2 Complaints Team is already managing an escalation from the customer, if so contact the owning Complaints Officer and determine the best way to manage the complaint, see Complaint lodged via multiple avenues

Go to Assess urgency and acknowledge complaint.

The Parliamentary Document Management System (PDMS) is used to workflow all parliamentary documents, Secretary's Briefs and correspondence between government agencies and ministerial offices.

All Level 2 teams have a nominated PDMS Unit Coordinator who:

• receives notification via their positional team mailbox when a parliamentary document record (PDR) has been assigned for action
• is responsible for the allocation of PDRs to Complaints Officers

Complaints Officers can contact a PDMS Unit Coordinator for assistance with these complaints.

All access and usage process directions for PDMS are located on the Parliamentary Systems Development Branch HSI page, a link is included on the Resources page.

PDMS provide a helpdesk for user assistance and contact details can be located in the help and contacts tab on the Parliamentary Systems Development Branch HSI page.

Go to Assess urgency and acknowledge complaint.

Supplementary information is available to Complaints Officers managing high risk Level 2 complaints, complaints from vulnerable customers and complaints referred directly to Level 2 from specific internal or external sources.

Use the links below to locate supplementary information about how these complaints are received and managed, then return to this procedure and go to Assess urgency and acknowledge complaint.

Supplementary information is available to manage complaints from/about:

• a vulnerable customer
• Allegation of potential breach of APS Code of Conduct - staff fraud and misconduct
• Centrelink Customer Liaison Officer (CLO)
• Culturally and Linguistically Diverse (CALD) customers
• Departmental Liaison Officer (DLO)
• Disability Support Pension claiming process or Assessment Services
• Escalated Appeals Branch
• Farm Household Allowance customers
• Health fraud, compliance and inappropriate practice
• Indigenous customers
• Managed Service Plan (MSP) customers
• Media, social media and Hank feedback
• Member of Parliament feedback, including MP Contact Officer role
• Ministerial feedback
• Ombudsman complaint transfers
• Ombudsman section 8 and 12(4) investigations
• Personalised Services customers
• Privacy complaints
• Proposed Recording of Administrative Deficiency (PRAD)
• Secretarial and executive feedback
• Transgender, intersex and non-binary people

Go to Assess urgency and acknowledge complaint.

If the customer lodges a number of complaints about the same issues, for example they have lodged a complaint with the department and also with the Commonwealth Ombudsman or a Member of Parliament (MP), and the complaint issues are already being addressed by another Complaints Officer:

• determine if there are any additional issues which are impacting on the customer
• liaise with the other officer to determine how the customer is to be managed to minimise double handling and maximising customer satisfaction

If multiple complaint entries are identified in the Customer Feedback Tool, including Level 1 complaints not yet allocated to a complaints officer or actioned:

• take action to ensure all complaints are managed in a singular transaction with the customer. This can be checked in the customer feedback history of the Customer Feedback Tool
• immediately allocate the complaint and update Customer Feedback Tool entries to show the name of the responsible officer
• document in each entry the name of the Complaints Officer managing these issues as a singular transaction with the customer

Go to Assess urgency and acknowledge complaint.

Transfer the call to the owning Complaints Officer if a customer lodges a new Level 2 complaint while an existing complaint is being investigated.

If the Complaints Officer is unavailable and the call is about:

• an existing Level 2 complaint:
• provide an update to the customer using the documentation recorded in the Customer Feedback Tool
• if the customer still requests to speak with the owning Complaints Officer, attempt to contact the Complaints Officer through all available channels and transfer the call if they are available (do not transfer the call to the Complaints Officer's voicemail)
• if the Complaints Officer is not available to take the call, commit to a call back to be completed within 2 working days
• send an email to the Complaints Officer confirming this action
• in the Customer Feedback Tool document the customer contact and information provided
• a new issue:
• advise the customer the new complaint issues will be referred to the Complaints Officer already investigating their initial complaint
• advise the complaint timeframes to investigate the new issues and provide an outcome
• tell the owning Complaints Officer about the new complaint and determine if an additional complaint should be recorded or if the new issue can be added to the existing complaint
• the outcome of a recently finalised complaint:
• review the outcome and discuss with the customer
• explain the reason for the complaint decision
• if the customer remains dissatisfied with the outcome of the complaint and the original outcome was correct, see Finalise complaint - Customer requests review or appeal of complaint outcome or remedy
• customer wants further explanation about a written response that has not been discussed with them:
• discuss the outcome with the customer using the notes in the Customer Feedback Tool service request information
• if the customer requires further information or still wishes to speak with the owning Complaints Officer, commit to a call back within 2 working days
• send an email to the Complaints Officer confirming this action. Do not transfer the call to the Complaints Officer's voicemail
• in the Customer Feedback Tool document the customer contact and information provided

Go to Assess urgency and acknowledge complaint.

Other areas of the department may request assistance and technical advice in complaint management. These requests are received via email in the appropriate Level 2 positional mailbox.

Complaints Officers:

• assess the request and ensure that the team is best placed to respond
• send a reply to the requesting business area if the request should be referred to another area, notifying them that the request should be referred to a more appropriate area for assistance and response
• provide appropriate assistance
• facilitates customer contact requests as identified
• provide a response to the request via email upon completion of the complaint

Urgently advise the Complaints Officer's Manager of the following types of complaints so they can be given priority:

• a security incident where the customer is threatening harm to themselves or others and has not withdrawn the threat when challenged, see About customer aggression
• a real and immediate threat of media escalation
• an issue that will have a major impact on one or more customers, for example a significant privacy breach
• an issue where the complaint issues or outcomes may influence another pending decision, for example claim decision or appeal
• a data integrity issue which has a significant impact on a customer or customers
• an issue that is sensitive, high profile or a significant service failure, for example:
• the issue may have a significant impact on the department or customer
• a change in process or policy that is topical or political, such as co-location, emergency management
• customer vulnerability (family violence, critical health issues, homelessness)
• current media attention
• poor management that may affect the departments reputation
• significant privacy and or security incidents, including complaints about a Senior Executive staff member or a significant staff code of conduct element

Consult with the Complaints Officer's Manager if a referral may be required to the Escalation Coordination Team. The Resources page has a link to the Escalation Coordination Team page.

Go to Assess urgency and acknowledge complaint.

Complaints are prioritised based on the customer's circumstances. A priority issue is when the customer is at risk or vulnerable or the impact on them is significant, for example:

• cognitive or neurological impairment
• no income as a result of a decision and no other means of support from any source
• financial hardship created by the reason for the complaint
• recently released prisoner
• homelessness or risk of homelessness
• illness or injury requiring frequent treatment
• psychiatric problems or mental illness
• threats of harm to self or others
• recent traumatic relationship breakdown
• family and domestic violence
• significant caring responsibilities
• significant lack of literacy and language skills

Immediately refer the complaint to the Manager if the customer is identified as being at risk or vulnerable.

If prioritisation of a new complaint may impact on the timely resolution of existing complaints, advise the Manager of the priority action being taken and discuss the management of work on hand. It may be necessary for some work to be reallocated to ensure existing commitments are met.

Contact the customer to acknowledge the complaint. Interpersonal and conversational channels (phone, face-to-face) are more successful for complaints resolution over lean or remote communication channels (mail, email, online).

Complaints Officers will consider the priority and complexity of the issues when determining customer contact and the number of attempts made.

Make additional attempts to contact the customer if their complaint or personal circumstances are payment affecting, indicate a vulnerability, threat of harm, sensitive or priority issue. Consider a Social Worker referral and seek support from a Manager immediately.

Customer contact requirements

The objective of escalated complaint management is to speak with the customer. Complaints Officers are required to make a minimum of 3 genuine contact attempts to the complainant, including making:

• the first contact attempt upon receipt of the complaint
• further contact attempts on the day of receipt of the complaint if the customer is vulnerable or in hardship
• a second contact attempt within 48 hours of receipt of the complaint
• contact attempts within 5 working days if the complaint is received online, in writing or escalated via the Customer Feedback Tool

To be considered genuine contact attempts Complaints Officers are expected to make the attempts at separate times of the day. This means:

• if the first contact attempt is during the morning and is unsuccessful, then the second attempt should be made during the afternoon of the same day and the third on the next business day
• if the first attempt is during the afternoon and is unsuccessful, the second and third attempts should be done in the morning and afternoon of the next business day

If phone contact is unsuccessful the Complaints Officer is required to:

• send a 'please contact request' to the customer:
• providing the customer with a timeframe to respond (10 working days), and
• advising the complaint will be finalised with the information at hand if the customer does not call back within the required timeframe
• attach a copy of the 'please contact request' letter to the Customer Feedback Tool entry
• make another attempt to contact the customer on the due date of the 'please contact request' letter

If unable to contact the customer, Complaints Officers should take any action possible to resolve the customer's issues if it can be done without customer contact.

Acknowledge the customer's complaint during initial discussions so the customer knows the complaint is receiving attention. Manage the customer's expectations by:

• providing an overview of the department's complaint process
• explaining timeframes for investigating the complaint
• determining the remedy sought by the customer and confirming what can and cannot be done
• identifying any other unrelated issues that require attention
• advising the customer their complaint is being managed as a Level 2 complaint and confirming an agreed timeframe for return contact
• providing the customer with the complaint identifier number if available. If this is unavailable during initial contact provide the identifier during follow up contact

In the initial conversation with the customer:

• identify and clarify the customer's issues
• ask if the customer has a desired remedy or outcome, this may assist in managing the customer's expectations and determining options available
• clarify the issues if the complaint was made in writing or online
• ask the customer for specific examples, such as what was actually said and how it was said

Take a holistic approach to the complaint assessment and consider the customer's complaint issues as well as any other relevant issues and concerns identified.

This includes any issues that have not been identified by the customer but could impact on or contribute to their dissatisfaction, vulnerability and safety.

Make appropriate and relevant service offers to complainants with identified vulnerabilities.

See Identifying customer vulnerability and risk issues.

If the customer is displaying inappropriate or aggressive behaviour, go to Step 6

If the customer is demonstrating unreasonable behaviour, go to Step 7.

If the customer is making a complaint about the Complaints Officer managing the complaint, go to Step 8

Otherwise, go to Step 9

Customer aggression including violence is any actual, attempted or threatened physical or psychological harm to a person, or any actual, threatened or attempted property damage.

Actions are generally deliberate, unauthorised by the department, its staff or third parties, and undertaken without the consent of those affected by the actions. Customer aggression may also include a pattern of intimidating or fear inducing behaviour.

If it is difficult to determine the issue or how it can be resolved because the customer is demonstrating unreasonable behaviour see Customer aggression guidelines for strategies on how to manage these behaviours and progress the issue.

Inform the Complaints Officer's manager immediately if the customer makes a threat to:

• contact their local Member of Parliament (MP) or Senator
• harm a Member of Parliament office or staffer or any other high profile person
• the health and safety of staff or customers

The Level 2 Manager will immediately escalate the incident to the Program Director or National Manager in the first instance.

See Escalate priority complaint.

If the customer is demonstrating unreasonable behaviour, go to Step 7

If the customer is making a complaint about the Complaints Officer managing the complaint, go to Step 8

If the complaint can be resolved during the initial call, go to Step 9

If the complaint cannot be finalised, go to Step 10

Unreasonable complainant behaviour includes:

• unreasonable persistence
• unreasonable demands
• unreasonable lack of cooperation
• unreasonable arguments
• unreasonable behaviour

See Customer aggression - Preventing and Managing Unreasonable Customer Conduct.

If the customer is making a complaint about the Complaints Officer managing the complaint, go to Step 8

If the complaint can be resolved during the initial call, go to Step 9

If the complaint cannot be finalised, go to Step 10

If the customer wants to complain about the Complaints Officer who is managing the complaint issues:

• offer an apology if appropriate as this may satisfy the customer and not require the issue to be escalated
• refer the customer to the Manager of the Complaints Officer taking the complaint about the Level 2 staff member

The Manager records the complaint in the CFT, see:

• Recording complaints in the CFT
• Complaints and feedback index

Wherever possible investigate the issues raised while the customer is on the phone. Utilise available resources to assist in the investigation including:

• customer records
• Operational Blueprint material
• Network News Update (NNU), the Resources page contains a link
• technical support
• specialised teams
• subject matter experts

If the customer has lodged multiple complaints:

• review the complaint details provided by the Level 1 officer in the Customer Feedback Tool record and the information provided by the customer
• if there are multiple issues in the complaint details or the customer has expressed more than one reason for their dissatisfaction, record a complaint entry for each reason. For example if the complaint reason is recorded as dissatisfaction with a service or product but there is also a policy or legislation complaint, create a new complaint for the policy or legislation complaint and forward feedback as required
• consider if feedback needs to be provided to the Level 1 officer based on the multiple complaints not recorded, see Follow up after complaint finalised – Provide feedback to Individuals

Complete any actions that can be carried out immediately, for example updating an address.

If the complaint can be finalised without further technical support, go to the Finalise complaint.

If the matter cannot be resolved during the initial contact, confirm the customer's complaint issues and advise the customer:

• the matter will be investigated
• the customer their complaint is being managed as a Level 2 complaint
• and confirm an agreed timeframe for return contact to be advised of any updates/actions

If there are concerns the customer may be vulnerable discuss these with the Team Leader or Manager, see supplementary information about managing a vulnerable customer.

If the complaint cannot be finalised in real time go to Step 10

Assess the complaint to determine:

• the timeframe of response required
• the action to be taken
• the priority, complexity and sensitivity of the issue
• if information or assistance is required from another team or section
• the level of investigation and research required. At a minimum the customer's record should be reviewed to ensure the issues are clearly understood
• any other issues raised by the customer and any other relevant concerns that are identified

Use the links below to locate supplementary information, then return to this procedure and See Table 3 Record complaint. Supplementary information is available to manage complaints from/about:

• a vulnerable customer
• Allegation of potential breach of APS Code of Conduct - staff fraud and misconduct
• Centrelink Customer Liaison Officer (CLO)
• Culturally and Linguistically Diverse (CALD) customers
• Departmental Liaison Officer (DLO)
• Disability Support Pension claiming process or Assessment Services
• Escalated Appeals Branch
• Farm Household Allowance customers
• Health fraud, compliance and inappropriate practice
• Indigenous customers
• Managed Service Plan (MSP) customers
• Media, social media and Hank feedback
• Member of Parliament feedback, including MP Contact Officer role
• Ministerial feedback
• Ombudsman complaint transfers
• Ombudsman section 8 and 12(4) investigations
• Personalised Services customers
• Privacy complaints
• Proposed Recording of Administrative Deficiency (PRAD)
• Secretarial and executive feedback
• Transgender, intersex and non-binary people

Additional information to assist in the management of complaints about specific types of feedback, programs, payments and services can also be located in Managing complaints and feedback, Level 1- Managing complaints and feedback, and Complaints and feedback index including:

• Culturally and Linguistically Diverse (CALD) customers
• vulnerable customers
• Interpreters
• Social Worker Services
• apologising to customers
• privacy incidents
• complaints about staff behaviour
• compensation or Detriment caused by Defective Administration Scheme (CDDA)
• persistent unreasonable complainant behaviour
• complaints from anonymous customers
• complaint from a third party

Go to Record complaint.

In the Customer Feedback Tool, search for a record of the complaint, including a complaint recorded by the Service Officer who took the Level 1 complaint.

If a previous complaint related to the same issue is recorded in the Customer Feedback Tool, consider the details of this complaint during the investigation.

If a new complaint or complaint issue will be recorded, go to Step 2

If the original complaint is not recorded correctly in the Customer Feedback Tool, go to Step 3

If the complaint is recorded correctly in the Customer Feedback Tool and no new complaint will be recorded, go to Plan and investigate complaint.

Record a new complaint in the Customer Feedback Tool if:

• there is no record of the complaint
• the customer's complaint is about a separate issue, or
• the complaint is about the outcome of a previous complaint

If the customer raises other issues aside from the complaint, document them separately in in the Customer Feedback Tool as general inquiries and manage these appropriately.

See Recording complaints and feedback in the Customer Feedback Tool.

If the original complaint is not recorded correctly in the Customer Feedback Tool, go to Step 3

Otherwise, go to Plan and investigate complaint.

The Service Details, Feedback Type, Complaint Reasons and Remedy dropdown menu selections can be edited to align with the feedback details provided by the customer. Notes cannot be edited.

If the service request shows 'reason 17 - I am dissatisfied with':

• check the complaint details, and
• assess and change to reason 1 to 16 if one of these reasons better applies to the feedback

If an additional complaint reason exists within the complaints details, record a new complaint relevant to the issue in the Customer Feedback Tool.

The Escalation Reason selected by the Level 1 officer to escalate the service request should be edited if the selection is incorrect or if there should have been multiple escalation reasons selected.

The Business Reference section is used to record the business area, team, Service Centre or individual that was the source of the complaint. Complaints Officers must ensure this field correctly reflects who is responsible for the complaint occurring.

See: Complaints and feedback index

See Table 4 Plan and investigate complaint.

Report technical issues through mySupport. Search for 'Customer Feedback Tool’.

See the Resources page for a link to mySupport.

Investigate the complaint, including examining:

• what has occurred, considering the customers perception and departmental actions
• what is recorded
• information available at the time
• access call recording if appropriate
• if the actions or decisions align with the appropriate policies, procedures and legislation, consider the policy, procedure and legislation that applied at the time of the action or decision
• which options were provided to the customer
• the outcome of Service Officer actions and/or decisions
• see supplementary information to support management of:
• a vulnerable customer
• Allegation of potential breach of APS Code of Conduct - staff fraud and misconduct
• Centrelink Customer Liaison Officer (CLO)
• Culturally and Linguistically Diverse (CALD) customers
• Departmental Liaison Officer (DLO)
• Disability Support Pension claiming process or Assessment Services
• Escalated Appeals Branch
• Farm Household Allowance customers
• Health fraud, compliance and inappropriate practice
• Indigenous customers
• Managed Service Plan (MSP) customers
• Media, social media and Hank feedback
• Member of Parliament feedback, including MP Contact Officer role
• Ministerial feedback
• Ombudsman complaint transfers
• Ombudsman section 8 and 12(4) investigations
• Personalised Services customers
• Privacy complaints
• Proposed Recording of Administrative Deficiency (PRAD)
• Secretarial and executive feedback
• Transgender, intersex and non-binary people

Record an investigation plan in the Customer Feedback Tool whenever a complaint cannot be resolved at first contact and requires investigation.

Purpose of the investigation plan

Record an investigation plan whenever a complaint cannot be resolved at first contact and requires investigation. An investigation is part of the complaint record, noting research to be undertaken in managing the complaint and ensuring visibility of actions to be taken. This is especially important if the investigation cannot be completed by the officer to whom the complaint was initially assigned. The investigation plan should be reviewed and updated as required.

What to record in an investigation plan

The plan should include:

• details of what needs to be investigated
• the steps involved in the investigation
• what information needs to be followed up, including:
• reviewing Operational Blueprint
• re-contacting the complainant
• follow up with a business owner or processing team, and
• reviewing previous complaints or customer records
• relevant due dates and time frames
• the remedy the customer is seeking and any early conversations with customer as to whether those remedies can be achieved, or alternative remedies
• any sensitive or confidential content including Family and Domestic Violence concerns, customer vulnerabilities or staff conduct concerns
• summary of supporting information and legislative references which will inform the complaint investigation

How to record in the Customer Feedback Tool

Record the investigation plan in the Notes tab of the Customer Feedback Tool entry relevant to the specific request. In the Text Type drop-down menu select Investigation.

If the complaint can be finalised without further technical support, go to Finalise complaint.

If technical support is required from:

• Local Peer Support (LPS), go to Step 3
• the Level 1 Service Officer, go to Step 4
• specialist business areas, go to Step 5

Where required, seek technical support during investigation of the complaint. Support is available from, but not limited to, peers, managers, online resources, program areas and Service Support Officers.

Centrelink

Level 2 complaints staff can access technical support via Tier 1 technical support - Local Peer Support (LPS) for:

• Jobseeker
• Youth Allowance Jobseeker
• Parenting Payment Partnered and Single
• Low Income Health Care Card

For all other payment types, Level 2 complaints staff can access technical support via the Technical Support Line.

To seek assistance:

• contact the customer and advise that a technical expert will be introduced on the call to assist with the issues and provide appropriate advice, or
• call the technical support lines in the absence of the complainant and request a review and action or advice about the technical aspects of the complaint. Urgent Quality On Line (QOL) can be requested and completed in real time by these teams

Advise the Technical Support Line officer:

• you are an Complaints Officer form the Level 2 team and require assistance in managing a customer's issues
• technical assistance or advice is required, either through a conference call to provide technical information, explanation to the customer or by providing the Complaints Officer with information to assist in management of the complainants issues. Urgent Quality On Line (QOL) can be requested and completed in real time. Non-urgent QOL will be completed at end of day.

The Resources page contains a link to the Technical Support Line page.

Centrelink - other technical support

If technical expertise is required to complete a claim, seek assistance from specialist staff in processing areas.

Medicare

Access the Medicare technical support available via Tier 1 technical support - Local Peer Support (LPS).

Go to Manage complaint.

If additional information is required from the Level 1 Service Officer who initially managed the complaint, contact the Service Officer's Team Leader and advise additional information or clarification is required.

The Team Leader will respond to the Complaints Officer or make arrangements for the Level 1 officer to contact the Complaints Officer to provide more information.

If additional information is sought from a Team Leader or Manager previously involved in the management of the issue contact them directly.

Go to Manage complaint.

To determine if actions taken were appropriate, consult subject matter experts including, but not limited to:

• Service Support Officers
• specialised processing teams
• relevant business area

If necessary, to gather further information or clarification, contact external stakeholders such as: Child Support, Centrelink or Medicare, see Complaints

Talk to the Manager if requiring assistance to understand processes in other service delivery programs and request a consultation with an expert from the relevant program if required.

If the issue is identified as urgent and impacting on a vulnerable customer or causing a customer to become vulnerable discuss this with a Manager and request a priority consultation be arranged via the Manager.

For consistency and timeliness all discussions should include:

• a clear outline of the complainant's issues
• agreement on actions necessary to resolve the issues and who is responsible for each
• agreement on the timeframes required for each action, and
• preliminary feedback (including recognition of positive customer service as well as identified areas for improvement)

Record any advice received and actions taken in the Customer Feedback Tool.

Go to Manage complaint.

If there are issues other than the complaint that require resolution:

• take appropriate action to address the other issues using relevant resources to assist
• refer the issue to the relevant specialist section for resolution if it is of a specialist nature, for example if the customer has question about a new claim the Complaints Officer may need to seek assistance from the relevant business area or team

In the Customer Feedback Tool, update the investigation plan by documenting:

• all actions necessary for the resolution of the complaint
• who is responsible for each action
• due date of completion

Monitor until all follow up actions are completed. If follow up action is going to take an extended period of time, advise the customer of the expected timeframe and when they will be contacted with an update.

Do not finalise the complaint. If any actions are pending, contact the area or team responsible to ensure action is taken.

Monitor outstanding work items via the Agent Inbox function in the Customer Feedback Tool and using team tracking resources.

If follow up action is pending and going to take an extended period of time:

• advise the customer of the expected timeframe and when they will be contacted with an update
• do not finalise the complaint
• contact the area or team responsible to ensure action is taken if any are pending

If required to correct an error or make a new decision, go to Step 4

If the complaint can be finalised, go to Finalise complaint.

Centrelink

Complaints Officers:

• refer to Advising verbally of an unfavourable decision (CLK) for information about changing decisions
• follow the correct processes in the relevant departmental resources and seek specialist assistance as required when correcting identified errors
• take appropriate referral action to have the error corrected if the matter is urgent, for example the customer advises the issue is causing extreme financial hardship
• provide an explanation of departmental decisions and review or appeal rights to the complainant. If the complainant requests a review or appeal of the decision the Complaints Officer commences this process. Centrelink complaints staff see the internal review process
• provide advice as in Administrative Review Tribunal (ART) (CLK) when a Centrelink customer has exhausted all internal review processes
• record all action taken in the Customer Feedback Tool entry

Medicare

Complaints Officers:

• assess the decision for processing errors or incorrect interpretation of legislation or policy
• follow the correct processes in the relevant departmental resources and seek specialist assistance as required when correcting identified errors. If errors have been identified in a claim, see Resolving EFT payment disputes for Medicare claims
• seek specialist support in cases of complex claims, eligibility issues or where a restriction lift is required. See the Customer complaints and feedback management page 'I want to' Get technical help about Medicare. A link is included on the Resources page
• record all action taken in the Customer Feedback Tool entry.

If the complaint can be finalised, go to Finalise complaint.

The Services Australia Customer Complaints and Feedback Policy states that, when appropriate and available, customers and complainants will be communicated with about their complaint or feedback over the phone.

Contact the customer by phone and explain the complaint outcome, including:

• an explanation of the outcome/remedy
• discuss any options available to the customer
• advise of actions the customer can take to remedy their situation
• provide an apology if appropriate
• refer to the relevant legislation, policy and procedures where appropriate
• confirm the customer has the complaint identifier number
• when a Centrelink customer has exhausted all internal review processes provide advice about other external referral options, for example Administrative Review Tribunal (ART) (CLK)
• record the customers response to the finalisation action and remedy of the complaint

A Level 2 complaint is always finalised and would never have an outcome of escalated.

If phone contact is unsuccessful or the customer asks to be contacted in writing or by email, go to Step 2

Otherwise, go to Step 3

If telephone contact is unsuccessful or the customer has asked to be contacted in writing, send a Complaints Outcome letter explaining the outcome of the investigation and advise the customer to contact the department for further information if required.

Written responses

The Services Australia Customer Complaints and Feedback Policy states that, when appropriate and available, customers and complainants will be communicated with about their complaint or feedback over the phone. The requirement to provide a written response can apply in certain scenarios.

A written response to a Level 2 complaint may be applicable, but not limited, to scenarios such as:

• sending a Complaint Acknowledgement letter
• the customer requests a written response only
• phone contact with the customer has been unsuccessful
• a verbal response was provided when the Service Officer contacted the customer by phone, however the customer has additionally requested written confirmation of the complaint response
• the Complaints Officer, in consultation with the Complaints Officer's Manager (EL1), makes a decision that the most appropriate response is a written response to the customer rather than attempting phone contact
• a Manager writes to the customer to address the customer's behaviour if they have displayed unacceptable behaviours towards a Complaints Officer

The Complaints Officer:

• drafts the letter in accordance with Services Australia’s Writing Style Guide, a link to the guide is included on the Resources page
• requests approval from the Manager (EL1)
• attaches the approved letter to the Customer Feedback Tool record as a PDF file

A Personalised Services Manager or Team Leader has delegation to approve letters by request of the Manager (EL1).

If the letter will be written in a language other than English the Complaints Officer faxes an SS226a Request for Translation form and a copy of the written correspondence to the Language Service Unit.

Email responses

Privacy legislation prevents the department from responding with personal information in email, responses issued must only contain program information or general information.

A response by email only applies if:

• the customer specifically requests a response via email
• the customer has no other contact details and has supplied an email address only
• the customer is overseas and phone contact attempts have been unsuccessful
• phone contact attempts have been unsuccessful and urgent contact with the customer is required

Send the email to the customer from an approved positional mailbox only. Complaints staff must not issue emails to customers from their personal email address.

The Complaints Officer:

• uses the approved email template to prepare the email, manager approval is not required provided the email template is not altered or edited
• requests approval from the Manager if the email template is altered or edited
• records the email in the Customer Feedback Tool entry after it has been approved and sent to the customer by the Manager

A Personalised Services Manager (PSM) or Team Leader has delegation to approve emails by request of the Manager (EL1).

The Manager, PSM or Team Leader:

• approves the email prepared by the Complaints Officer
• sends the email to the customer via the approved positional mailbox
• forwards the email to the Complaints Officer to record in the Customer Feedback Tool

In the Customer Feedback Tool:

• complete the complaint entry
• record all details of the complaint management
• review the entry for quality data entry completion
• attach a copy of the written response if applicable, in PDF format

Go to Step 4 if the complaint is from:

• a Personalised Services customer
• a customer with a Managed Service Plan (MSP)
• an Indigenous customer
• a transgender, intersex or non-binary customer
• a vulnerable customer
• a media escalation
• an Ombudsman Complaint Transfer

If the complaint can be finalised, go to Step 5

If the customer requests review or appeal of complaint outcome or remedy, go to Step 6

If making a further referral to a specialist area, go to Step 7

Complaints Managers conduct a pre-finalisation quality assurance check on complaints from:

• Personalised Services customers
• customers with a Managed Service Plan (MSP)
• transgender, intersex or non-binary customers
• Indigenous customers
• vulnerable customers
• media escalation
• Ombudsman Complaint Transfers

Complaints Officers managing one of these complaint types:

• email the Manager the Feedback ID and requests pre-finalisation quality assurance before finalising the complaint in the Customer Feedback Tool
• after the Manager has approved the complaint:
• finalises the complaint in the Customer Feedback Tool
• notifies the customer of the outcome

The Complaints Manager:

• conducts a pre-finalisation quality assurance check on the complaint
• emails approval to the Complaint Officer within 24 hours
• advises if there are any suggested changes to the outcome and or Customer Feedback Tool entry

In the Customer Feedback Tool change the status to Finalised.

If the customer requests a review or appeal of the complaint outcome or remedy, go to Step 5

For additional referral services, go to Step 7

To make a referral to Personalised Services, go to Step 8

To recommend a Managed Service Plan (MSP), go to Step 9

Otherwise, go to Follow up after complaint finalised.

If the customer is dissatisfied with the remedy or outcome of a complaint and requests a review of the decision, to review the complaint outcome:

• confirm the original complaint issue with the customer
• advise all reasonable actions the department took to resolve the issue
• explain the remedy or outcome and the reasons for this
• discuss the review investigation with the customer and explain the steps taken in the review, for example if new evidence has been considered, confirming the technical decisions made, departmental resources considered such as legislation and policy and procedure etc.
• if the customer continues to remain dissatisfied, advise their issues can be raised in other forums, such as:
• escalating to the Commonwealth Ombudsman, the Minister or a Member of Parliament
• making a policy improvement referral on behalf of the customer
• internal notification of a privacy breach on behalf of the customer

Record in the Customer Feedback Tool all action taken and responses provided as a result of the customer requested complaint review.

The Services Australia Customer Complaints and Feedback Policy states "The department will not respond to repeated contact from complainants about the same issue, where the previous complaint was comprehensively investigated and responded to".

If the customer's complaint has been fully addressed, investigated and finalised however the customer continues to contact the department about the same issue, write to the customer advising that any further complaints received about the finalised matter may not be acknowledged and will be read and filed without response.

For additional referral services, go to Step 7

To make a referral to Personalised Services, go to Step 8

To recommend a Managed Service Plan (MSP), go to Step 9

Otherwise, go to Follow up after complaint finalised.

Complaints Officers take a holistic approach to complaint management.

After resolving the customer's issues, consider any other possible offers of support that can be provided to the customer. If appropriate refer the customer to a specialist area for ongoing management, such as:

• Social Work Services:
• if the referral is required as the result of Ombudsman or Ministerial feedback refer via email to SOCIAL.WORK.REFERRALS
• external welfare referral, the Resources page contains a link to the Payment and Service Finder
• Personalised Services, go to Step 8
• referral for Managed Service Plan (MSP), go to Step 9
• consult with the Complaints Officer's Manager for consideration of referral to a Forensic Psychologist

Otherwise, go to Follow up after complaint finalised.

Personalised Services provides tailored services and support to customers to help them manage their affairs with reduced conflict and/or aggression, to eliminate unnecessary customer contact via other channels, and to reduce the costs associated with repeat unnecessary customer contact.

Personalised Services provides ongoing management to customers who have shown they need a high level of ongoing support, such as:

• highly complex needs
• a history of unreasonable complainant behaviour including vexatious or frequent complaints, ongoing demands or disputes with the department
• a history of aggressive behaviour, where other customer management strategies (such as Managed Service Plan (MSP), One Main Contact (OMC) servicing arrangements etc.) have not resulted in behavioural change

Consider making a referral to Personalised Services when:

• complex issues or behaviours mean the customer would benefit from a collaborative approach to complex case management
• persistent and unreasonable complainant behaviour is having a negative impact on the customer, business and staff
• a privacy breach has occurred and due to the nature of the breach a referral may assist the customer
• a high level of support is required to assist a vulnerable customer.
• the customer has a history of escalating issues with the department and a Personalised Services single point of contact will restrict the impact on the broader business

To refer the customer to Personalised Services:

• Centrelink complaints staff - discuss with the Complaints Officer's Manager and if approved complete the Personalised Services Centrelink Trial Referral Form, see 'I want to' Refer a customer to Centrelink Personalised Services available on the Customer complaints and feedback management page
• Medicare complaints staff - discuss the proposed referral with the Complaints Officer's Manager who will discuss this referral with the Child Support Personalised Services Program Manager for assessment. See the 'I want to' Refer a customer to Personalised Services available on the Customer complaints and feedback management page

The Resources page contains a link to the Customer complaints and feedback management page.

Go to Follow up after complaint finalised.

A Managed Service Plan (MSP) is a proactive management strategy for customers who demonstrate unreasonable conduct or aggressive behaviour. The plan provides servicing strategies individually tailored for the customer. MSPs may also be appropriate for frequent contact customers.

This approach encourages collaborative decision making through a panel of experienced staff to determine appropriate servicing strategies. Each Service Zone and relevant business area has a Customer Conduct Management Contact role to provide additional assistance where required.

Complaints staff consult with a Manager if a customer is considered suitable for an MSP.

See Table 7

Provide feedback to all teams concerned when a complaint encompasses multiple issues and/or business teams. See Managing complaints and feedback - Principles of quality feedback for principles that must be followed when providing feedback.

In the Customer Feedback Tool:

• send feedback using the external email channel function, see Recording complaints and feedback in the Customer Feedback Tool - Send FYI / FYA email
• record a note about the action taken for all feedback issued

Provide constructive and respectful feedback about any issues identified, make relevant referrals and escalate as required, including:

• compliments, go to Step 2
• suggestions, go to Step 3
• feedback to individuals, go to Step 4
• systemic issues escalation, go to Step 5
• Commonwealth Ombudsman, the Minister or Member of Parliament, go to Step 6
• policy improvement, go to Step 7
• Media team, go to Step 8
• Fraud Prevention, go to Step 9

When a customer provides a compliment about a Service Officer, product or service:

• thank the customer for taking the time to give feedback
• assure the customer their feedback will be passed on to the staff member and the staff member's Manager (where appropriate) or business area
• advise the customer they will not be notified of any action taken as a result of the compliment

Record feedback as a compliment in the Customer Feedback Tool, see Complaints and feedback index.

Forward the feedback to the Manager of the staff member or business area using the external email channel function in the Customer Feedback Tool, see Recording complaints and feedback in the Customer Feedback Tool - Send FYI / FYA email.

When a customer provides a proposal to consider improvement or change to a product or service provided by the department:

• thank the customer for taking the time to give feedback
• assure the customer their feedback will be passed on to the relevant business area for consideration
• advise the customer they will not be advised of any action taken on their suggestion

Record the feedback as a suggestion in the Customer Feedback Tool, see Complaints and feedback index.

Forward the feedback to the identified business area using the external email channel function in the Customer Feedback Tool, see Recording complaints and feedback in the Customer Feedback Tool - Send FYI / FYA email.

Complaints about staff behaviour/knowledge

Provide feedback when it is identified that a staff member has contributed to or caused a complaint to occur, for example:

• the staff member's behaviour and or knowledge lead to the complaint
• the staff member made an error
• the staff member did not provide the service requested

On finalisation of the complaint send feedback to the Manager of the staff member using the external channel email in the Customer Feedback Tool, see Level 1 - Manage complaints and feedback

The Manager reviewing the behavioural complaint is responsible for recording the outcome of the feedback provided to the staff member in the Customer Feedback Tool.

Inappropriate escalation

If a complaint is inappropriately escalated to Level 2 accept the complaint transfer and manage the complaint to resolution.

Once the complaint has been finalised provide feedback via the Staff Feedback Tool to the Level 1 officer's Team Leader. Feedback should always be provided in a timely manner, be constructive and respectful in content.

Incorrect complaint management process / procedure identified

If, during the management of a complaint, it is identified the Level 1 officer did not manage the complaint appropriately (including process and recording) provide feedback via the Staff Feedback Tool to the Level 1 officer's Team Leader in a timely manner after the complaint has been finalised.

Staff error identified as a result of complaint investigation

If during the investigation of a complaint, it is identified that a staff member's error contributed to the complaint but is not the reason for the customer's complaint, provide feedback about the error via the Staff Feedback Tool.

If the error made is the reason for the customer's complaint, refer the Customer Feedback Tool record to the staff member's Manager.

See Staff Feedback Tool.

Systemic issues:

• impact or potentially impact on customer service delivery for multiple customers of the department
• relate to internal or external policies, procedures or legislation that affects service outcomes or work practices or tools that do not support positive service outcomes

The role of complaint officers is to proactively identify systemic issues and complaint trends impacting on the service the department provides to customers and report these at the earliest opportunity. This builds individual and organisational capability and improves customer service.

Provide feedback about the issues identified when there is evidence that a service or policy affecting a customer could be improved. Also consider raising systemic issues with the Complaints Officer's manager who will present the issue to the Systemic Issues Resolution Group (SIRG).

The SIRG will keep the Complaints officer informed of the progress of the issue and advise once the issue is resolved.

See Identifying and managing systemic issues.

Ensure all Services Australia’s complaint options have been exhausted during the previous management of the complaint issue. This includes advising the customer they can request a review of the complaint decision to review the complaint outcome, see Step 6 in the Finalise complaint table.

The Services Australia’s Customer Complaints and Feedback Policy states that complainants are able to raise their issues and/or concerns in other forums, such as with the Ombudsman, their Member of Parliament or with the Minister's Office if they remain dissatisfied with the department's response.

Commonwealth Ombudsman

If the customer remains dissatisfied after the finalisation of the complaints process, it may be appropriate to refer them to the Commonwealth Ombudsman Making a complaint - Commonwealth Ombudsman. Advise the customer the Ombudsman will usually only consider a complaint if they have exhausted the Services Australia complaints process first.

The Resources page contains a link to the contact page for the Commonwealth Ombudsman.

Minister or Member of Parliament

If the customer states a specific intention to escalate their matter to a Member of Parliament (MP) or the Minister, attempt to resolve the complaint internally including:

• seeking support from the Complaints Officer's Manager, and
• explaining to the customer their feedback will be sent on for policy or legislation changes. If the customer asks how to do this themselves attempt to guide them towards the appropriate channel. Refer the customer to their local MP or the Minister for Services Australia for operational and service delivery aspects of the department

A link to the Minister's web site is included on the Resources page.

Digital services and myGov

If a complaint, compliment or suggestion relates to digital services or myGov, provide feedback to the business area using one of the methods below:

• Services Australia Digital Suggestions - captures suggestions from staff across the department that aim to enhance existing online, mobile and IVR services, products and transactions
• myGov – MYGOV.OPERATIONS – for feedback about myGov
• Internet, Intranet and Publishing Feedback – for feedback about the department's website or intranet.

Letters and Forms

If a complaint, compliment or suggestion relates letters or forms, provide feedback to the business area using one of the methods below:

• Forms and Letters Feedback for complaints and feedback about the department's forms and letters
• Simplify and Reduce Letters Project - staff can provide feedback about:
• applications they would like to see available to customers online or how the department can simplify online transactions to better support customers
• layout, format, readability, incorrect information or misspelt words within forms and letters

Links are available on the Resources page to Services Australia Digital Suggestions, Internet, Intranet and Publishing Feedback, Forms and Letters Feedback and Simplify and Reduce Letters Project.

Policy improvement - Centrelink

Refer the customer's complaint or suggestion to improve Services Australia’s policy to LEVEL2.BUSINESS.SUPPORT.POLICY using the external email referral in the Customer Feedback Tool, see Complaints and feedback index.

Advise the customer their suggestion will be considered but that it is unlikely they will be contacted further.

If the customer wishes to complain or provide feedback about legislation or external policy, explain their feedback will be forwarded to the relevant area. If the customer asks how to do this themselves, refer the customer to the Policy department feedback and suggestions page.

Policy improvement - Medicare

Refer the customer's complaint or suggestion to improve Services Australia’s policy to the relevant address in the Policy (Legislation) section of the Medicare Referral List. Advise the customer their suggestion will be considered but that it is unlikely they will be contacted further.

If the customer wishes to complain or provide feedback about legislation or external policy, explain their feedback will be forwarded to the relevant area. If the customer asks how to do this themselves, refer the customer to the Policy department feedback and suggestions page.

If the customer indicates they intend to speak with the media, discuss the reasons for this and any alternative options to express their dissatisfaction, such as escalation to the Commonwealth Ombudsman, the Minister, the Department of Social Services Policy or an MP, see Step 6.

If there is a risk the customer may go to the media determine if the matter should be escalated to the department's Media Section. Discuss this with the Manager immediately.

The Resources page contains a link to the Media protocols intranet page.

If the customer or staff member's privacy may have been compromised by unauthorised access to information or other fraudulent activity see the Fraud and Identity Assurance Branch intranet page for information about:

• fraud awareness
• fraud risk management
• Fraud Control Plan and Fraud Strategy Statement
• legislation

To find out more about reporting, on the Fraud Prevention intranet page go to:

• I suspect a staff member or contractor has committed fraud
• I suspect a customer or provider has committed fraud
• I inadvertently accessed a customer record