Level 2 complaints - vulnerable customers and high risk complaints (CLK)(MED) 104-02040020
Expand allThis document outlines supplementary information for Complaints Officers in Centrelink and Medicare managing Level 2 complaints. It provides additional information for staff when managing Level 2 complaints that are high risk or from vulnerable customers.
The process for managing a Level 2 complaint in Centrelink and Medicare is in Level 2 complaints (CLK)(MED).
Authorisations and delegations
For information about authorisations and delegations, see:
- Medicare Services, Delegations and Authorisations
- Centrelink Services, Delegations and Authorisations
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 - Ombudsman, Ministerial, MP, Media and executive correspondence (CLK)(MED)
Level 1 - Manage complaints and feedback
Recording complaints and feedback in the Customer Feedback Tool
Attaching electronic documents to a Centrelink customer's record
Updating gender details on customer records
Restricted Access and eligibility
Customer aggression – Reporting and recording incidents
Customer aggression – Managed Service Plan (MSP)
Eligibility for Disability Support Pension (DSP)
Identifying customer vulnerability and risk issues
Suspected Medicare fraud and Business Integrity (BI) flags