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Level 2 complaints - vulnerable customers and high risk complaints (CLK)(MED) 104-02040020

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This page describes supplementary information for Complaints Officers in Centrelink and Medicare managing Level 2 complaints that are high risk or from vulnerable customers.

Investigate high risk complaints and complaints from vulnerable customers

The information provided in this procedure is supplementary to the complaints management processes in Level 2 complaints (CLK)(MED). Use the drop-down menu below for extra instructions for managing high risk complaints or complaints from vulnerable customers before returning to Level 2 complaints (CLK)(MED).

All staff

A vulnerable customer

Investigating complaints


This table describes the process Complaints Officers use to investigate complaints from vulnerable customers.

Expand table

Step

Action

1

Vulnerable customers

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to disadvantage. Complaints are prioritised based on the customer's circumstances. A high priority issue is when the customer is at risk or vulnerable or the impact on the customer is significant.

If the complaint does not meet an escalation reason, the complaint is managed at the first point of contact. High priority complaints are managed with urgency or as immediately as possible.

Make the relevant service offer to a complainant if they are identified as vulnerable. Use indicators of potential vulnerability to assess if it is appropriate to consult with or refer the customer to specialised business areas, including Social work services.

See Level 1 - Manage complaints and feedback.

2

Incarcerated customers

Incarceration can make it difficult for customers to contact Services Australia. These customers will sometimes use nominees or representatives to provide feedback.

When managing complaints from incarcerated customers, contact the appropriate service officer in Face to Face Incarcerated Customer Servicing team for assistance and guidance to contact the customer and respond to the issue. Refer to the Incarcerated customer directory on the Resources page for additional information.

3

Customer is at risk or in crisis

Additional support is available to assist in the management of complaints from customers at risk or in crisis.

See Level 1 - Manage complaints and feedback.

4

Additional referrals for vulnerable customers

While managing the complaint consider any other possible offers of support that can be provided to the customer. Resources has a link to the Payment and Service Finder.

Centrelink staff

  • refer the customer to Personalised Services if appropriate, see Personalised Services referrals
  • consult the Complaints Officer's Manager for consideration of referral to a Forensic Psychologist where all available services and support have been offered

Medicare staff

  • If a customer is identified as being vulnerable consult with Team Leader or Program Support Manager for assistance in referral to a social worker or Personalised Services
  • If a systemic issue or complaint trend is identified, go to Step 5

5

Systemic issues or complaint trends identified

If a systemic issue impacting on a vulnerable customer is identified during the management of a complaint, the Complaints Officer advises the Complaints Officer's Manager and reports the systemic issue to the Systemic Issues Resolution Group (SIRG) representative. See Table 2 on the Process page of Level 2 complaints.