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
Updating gender details on customer records
Restricted Access and eligibility
Eligibility for Disability Support Pension (DSP)
Identifying customer vulnerability and risk issues
Suspected Medicare fraud and Business Integrity (BI) flags
Disability Medical Assessment (DMA) referrals