Level 1 - Online feedback 104-21012236

This document outlines how to manage online complaints, suggestions and compliments.

Note: customer and non-customer is referred to as 'customer' throughout the complaints suite of Operational Blueprint files.

Step	Action
1	Retrieve Centrelink work Customer First: Select Inbox from the left hand menu Select Ready for Work at the top of the Inbox screen, this opens the feedback entry If the feedback item is not displaying in the Results list, select refresh Work Optimiser: Select Ready for the Summary screen to display If a Customer CRN displays, select Open in Customer First. This opens the feedback in the customer’s record in Customer First If the feedback is anonymous, the Customer CRN field will be blank. Go to Customer First then search for a Feedback ID in Customer First. Process Direct: Select Ready then Open Microsoft Edge If the feedback is: authenticated, the feedback will open in the customer’s record in Customer First anonymous, the feedback will open in the WLM Inbox Presented work Manage the presented work as follows: Unallocated online feedback presents, go to Step 3 A Level 1 feedback item presents in Work Optimiser, however Customer First displays the item as being escalated to Level 2. Send a Complaint Action required email via the 'External Channel Email' to Level 2 Complaints requesting the Work Type be updated in Work Optimiser. Do not take any other action. The feedback is removed from the Inbox once the item has been recategorised by Escalated Complaints Written correspondence that is a complaint letter, not an online complaint, see Table 1 > Step 5 in Level 1 - Manage complaints and feedback A bundle of work presents, see Table 2 > Step 5 in Work Optimiser for staff The online complaint Customer Feedback Tool (CFT) entry is already allocated to a Service Officer, see Table 4 > Step 1 Feedback written in a language other than English: Request the feedback be translated, see Translation of documents Record an entry in the CFT and assign themselves as the employee responsible in the Parties Involved tab. For details go to Step 7 then continue with this step Set an on-hold date for 10 business days in the Details tab. For details go to Step 8, then continue with this step: If the translation has not been finalised within 10 business days, send a follow up email to Language Services When the translation is returned, continue. Go to Step 3
2	Retrieving Medicare work Open Work Optimiser Health Select Worklist then Ready The new work item will show on the Summary screen Copy the Feedback ID Open Front of House Application: Select Medicare Customer First tile Select ZCFS_ICF_MGR-Integrated Customer Feedback Select Agent Inbox from the left hand menu Select Clear Paste the Feedback ID into the Feedback ID field Select Search Select the Customer Feedback ID
3	Alternative servicing arrangements Is the feedback: from a Restricted Access Centrelink customer, go to Step 4 from a customer with a Managed Service Plan (MSP), go to Step 5 none of the above, go to Step 6
4	Restricted Access Centrelink customer Restricted Access is available for Centrelink customers seeking additional protection of personal information held by Services Australia. Does the customer have a Restricted Access record? Yes: Follow the instructions in Processing Work Item When access has been granted, go to Step 5 No, go to Step 5
5	Managed Service Plan (MSP) An MSP specifies the way a customer can communicate with the agency. MSPs do not restrict how the agency contacts the customer. Responding to customer complaints and feedback is a business need where contact with the customer may be required: Read the MSP to determine the customer's servicing arrangements If the feedback is a compliment or suggestion only, go to Step 6 If the feedback is a complaint and the customer has a One Main Contact (OMC): Contact the OMC to determine who is will manage the customer’s complaint If the OMC agrees to manage the complaint assign the complaint by coding the OMC as the employee responsible on the Parties Involved tab. Procedure ends here for Level 1 If the complaint will be managed by Level 1, go to Step 6 If the feedback is a complaint and the customer has a Personalised Services arrangement: Contact the Personalised Services Service Officer (PSSO) to advise of the customer’s complaint. If the PSSO is unavailable, send a Complaint Action required email via the 'External Channel Email' to Personalised Services Assign the complaint by coding the PSSO as the employee responsible on the Parties Involved tab Procedure ends here for Level 1
6	Employee Responsible Go to the Parties Involved tab. Is an employee responsible assigned to the Level 1 Feedback? Yes, go to Table 4 > Step 4 No, go to Step 7
7	Assign Employee Responsible In the Customer Feedback Tool: Go to the Parties Involved tab Select Edit Go to the blank Created By line under the Partner Function column. Use the drop down to select Employee Responsible Assign the Employee Responsible: Select the box on the right hand side of the Employee Responsible line. This opens a Search Criteria box Select the box on the right hand side of the User line and enter the Employee Responsible logon Select Search Select the name of employee responsible Select Save Note: if the Created By is updated in error, repeat the step to assign the feedback to the Employee Responsible. The Created By line cannot be amended. Do not use the Hold to User function in Work Optimiser.
8	Update the Feedback Status Update the Feedback Status to reflect it is being actively worked on. Go to the Details tab Select Edit Change the Status to Investigation in Progress Make an entry in the On Hold Expiry Date field to set a hold date: Initially set the hold date as 5 business days from the current date Do not use the Hold to User function in Work Optimiser Select Save
9	Feedback for another agency or government department or unrelated to Services Australia Is the feedback for an agency or government department outside of Services Australia or unrelated to Services Australia? Yes, and the feedback is: authenticated, go to Step 11 unauthenticated: go to Step 10 No, go to Step 12
10	Unauthenticated feedback for another agency or government department Check the Notes History tab in the CFT entry for a Customer Reference Number (CRN) or Medicare number. Before a CRN or Consumer ID is linked to a record, ensure the feedback has been submitted by the customer or their authorised representative. Consider the following: Is the feedback written in the 'first person' or the 'third person'? Has the Centrelink nominee/Medicare Representative or a third party lodged the feedback directly on the customer record? If it is not apparent the customer or their authorised representative lodged the feedback, do not link the feedback to the customer record If the CRN or Medicare number can be located and there is sufficient information to confirm the feedback has been lodged by the customer or authorised representative, link the CRN or Consumer ID to the CFT entry: Go to the Parties Involved tab Select Edit Select the box on the right hand side of the Feedback Customer line, this opens a Search Criteria box Type the CRN or Consumer ID into the ID number field and select Search Select the ID that appears in the Results List Select Save
11	Refer the customer to the correct organisation Search the Useful Internet links for the relevant agency or government department identified in the feedback Make one phone attempt to the customer, using Services Australia Workspace to ensure the call is recorded, to advise the correct organisation details, if identified If the contact is unsuccessful or a phone number is not available, and an email address is provided: Prepare and send the ‘Other Agency complaint’ email to the customer amending the template only where indicated. Follow instructions outlined in in ‘A Guide to Level 1 Complaints and Feedback templates’ Send the email from the Customer Comments mailbox with a classification of 'OFFICIAL'. For access to the Customer Comments mailbox, see Table 7 Attach the email to the feedback entry If the contact is unsuccessful, or a phone number and email address has not been provided: Prepare and send the ‘Other Agency complaint’ letter to the customer amending the template only where indicated. Follow instructions outlined in in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter Attach the letter to the feedback entry If the customer has a Centrelink Nominee or Medicare Representative: and an email was sent to the customer, prepare the ‘Nominee_Medicare Representative copy of email' letter amending the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ and a letter was sent to the customer, prepare the ‘Other Agency complaint’ letter amending the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter to the Centrelink Nominee or Medicare Representative Attach the email or letter to the feedback entry Update the CFT entry: Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record 'This feedback does not relate to a Services Australia payment or services. The customer (and nominee/representative, if applicable) have been notified by <phone>, <email> or <letter> (if applicable). A request to have this entry removed from reporting has been sent' Record the date and time of the call to the customer or nominee/representative (if phone contact made) Record the name of the email or letter sent to the customer/nominee/representative, if applicable Select Save Finalise the feedback Update Remedy details tab. Use the Remedy Provided drop down to select Action Taken and External Referral. In the Free text field type Other agency Update Details tab. Change the Feedback Status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date Select Save Email Level 2 Complaints Send a Complaint Action required email via the 'External Channel Email' in the CFT to Level 2 Complaints requesting the entry to be removed from reporting: email subject line: Agency outside of Services Australia - Feedback ID <80xxxxxxxxx> email body of text: ‘This complaint does not relate to Services Australia. Notes have been added to the CFT entry. Please remove from reporting.’ See Table 9 in Level 1 - Manage complaints and feedback.
12	Correct the Details tab in the CFT if required When a customer lodges online feedback, the customer selects the value they feel best reflects their feedback issue. The customer does not understand the impact to the agency when they make their selection, therefore every feedback item must be checked to determine if it is correctly recorded. If the feedback is a general enquiry, incorrectly recorded as either a complaint, suggestion or compliment, go to Table 5 > Step 4. If the customer requests their feedback be withdrawn, go to Step 17. Otherwise, review the Details tab: Service Brand - the Service Brand (Centrelink or Medicare) must reflect the complaint issue/s. If the feedback is recorded under the incorrect Service Brand the feedback item must be removed from reports and re-recorded in the correct Service Brand, go to Step 13. Feedback Type - if the Feedback Type is recorded as a <COMPLAINT>, <COMPLIMENT> or <SUGGESTION> incorrectly, re-record the feedback under the correct Feedback Type. For example, suggestion recorded as a complaint, complaint recorded as a compliment, etc., go to Step 14. Service Type/Service Detail - the most appropriate payment/service must be selected. Where the customer is providing feedback about a supplementary payment, such as Rent Assistance; select General Payments and Services: Rent Assistance, not the customer's primary payment. Debts: If generic feedback is received about debts, such as repayment options, repayment amounts, etc. record the Service Type/Details as General Payments and Services: Debt Recovery. The feedback is managed by the Service Officer who received the complaint work item. If the debt feedback is about a specific payment type, recategorize the feedback to the business area the debt relates to. For example, a Family Tax Benefit debt, should be amended to Families: Family Tax Benefit. Ensure the Work Type in Work Optimiser is updated if required, refer to Step 15. I have a complaint about (1) / I have a complaint about (2) - the most appropriate reasons must be selected. If the complaint is about a Digital Service, the Digital Product must also be recorded, for example myGov, Online services or Mobile APP. The cause of the feedback must be categorised, not the symptom or the remedy. For example, if a customer recorded a complaint about not receiving their JobSeeker Payment (JSP) as 'A Decision, Outcome or Payment: not received', but upon investigation the reason they did not receive the payment is because their JSP is suspended, re-categorise the complaint to 'A Decision, Outcome or Payment: cancellation or suspension'. Note: 'A Claim, Application or Assessment Process' and 'A Decision, Outcome or Payment' are options under I have a complaint about (1). Use A Claim, Application or Assessment Process when a complaint is about a claim, before it has been finalised or a decision has been made. Use A Decision, Outcome or Payment when a complaint is made after the process has been finalised or payment has been made. For example: If the complaint is about the delay in Parenting Payment Single (PPS) claim being completed (before completion) - then it should be coded as 'A Claim, Application or Assessment Process: I waited too long' (not a Decision, Outcome or Payment) If the complaint is about Child Care Subsidy (CCS) reconciliation delay - then it should be coded as 'A Decision, Outcome or Payment: I waited too long' (this helps distinguish between claims and other types of assessments) Centrelink only, go to Step 15. Medicare staff, go to Step 16.
13	Incorrect Service Brand When feedback is identified as being for another Service Brand within the agency, refer the feedback to the correct Service Brand to manage: Prepare and send the ‘Incorrect Service Brand - Centrelink, Child Support or Medicare’ email or letter to the customer amending the template only where indicated. Follow instructions outlined in A Guide to Level 1 Complaints and Feedback templates If sending an email, send from the Customer Comments mailbox with a classification of 'OFFICIAL'. For access to the Customer Comments mailbox, see Table 7 If sending a letter, print and post the letter Attach the email or letter to the feedback entry If the customer has a Centrelink Nominee or Medicare Representative: and an email was sent to the customer, prepare the ‘Nominee_Medicare Representative copy of email' letter amending the template only where indicated. Follow instruction outlined in A Guide to Level 1 Complaints and Feedback templates and a letter was sent to the customer, prepare the ‘Incorrect Service Brand - Centrelink, Child Support or Medicare’ letter amending the template only where indicated. Follow instruction outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ print and post the letter to the Centrelink Nominee or Medicare Representative Attach the email or letter to the feedback entry Update the CFT Entry: Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record 'Feedback relates to <Centrelink>/<Medicare>/<Child Support>. Customer (and nominee/representative, if applicable) has been notified by <email> or <letter>. A request to have this entry removed from reporting has been sent.' Record the name of the email or letter sent to the customer/nominee/representative, if applicable Select Save Finalise the feedback: Update Remedy details tab. Use the Remedy Provided drop down to select Action Taken and Internal Referral. In the Free text field, type Other Service Brand Update Details tab. Change the Feedback Status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date Select Save Email Level 2 Complaints Send a Complaint Action required email via the 'External Channel Email' in the CFT to Level 2 Complaints requesting the entry be removed from reporting Email subject line: Incorrect Service Brand - Feedback ID <80xxxxxxxxx> Email body of text: This complaint relates to <Centrelink>/<Medicare>/<Child Support>. Notes have been added to the CFT entry. Please forward to the appropriate Business Area and remove from reporting Note: a Message from webpage error may display. Select OK. When returned to the Customer Feedback Tool, go to the Related Transactions tab. If an Outgoing E-mail line displays, the email has been sent. If there is no Outgoing E-mail line, resend the email See Table 9 in Level 1 - Manage complaints and feedback
14	Feedback Type When feedback has been recorded against the incorrect Feedback Type, (<Complaint>/<Compliment>/<Suggestion>), remove the feedback from the customer's record and recreate it correctly: Go to the Notes History tab and copy all information (do not include the remove from reporting instruction documented in the CFT). This information will be pasted into the newly created feedback Go to the Details tab and note all information. This feedback must be duplicated on the newly created feedback. For example, the date the feedback was lodged Duplicate the feedback under the correct Feedback Type. Paste the notes from the Notes History tab into the Notes tab of the new feedback entry In the correct feedback item Document the CFT: Go to the Notes tab in the feedback entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record 'This feedback item was created to replace Feedback ID <80xxxxxxx> which was recorded under the incorrect Feedback Type.' Select Save Enter the employee responsible logon in the newly created feedback entry to assign the feedback In the incorrect feedback item Document the CFT: Go to the Notes tab in the feedback entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record 'This feedback item was incorrectly recorded as a <COMPLIMENT>/ <SUGGESTION>/ <COMPLAINT>. A new feedback item Feedback ID <80xxxxxx> was created. This feedback item will be removed from reporting.' Select Save Send a Complaint Action required email via the 'External Channel Email' in the CFT to Level 2 Complaints requesting action by the relevant program and ask for the entry to be removed from reporting Email subject line: 'Incorrect feedback type - Feedback ID <80xxxxxxxxx>' Email body of text: 'This feedback was recorded as a <COMPLIMENT>/ <SUGGESTION>/<COMPLAINT> however is a <COMPLIMENT>/<SUGGESTION>/<COMPLAINT>. The new feedback item Feedback ID <80xxxxxxx> has been recorded. Please remove from reporting.' Note: a Message from webpage error may display. Select OK. When returned to the Customer Feedback Tool, go to the Related Transactions tab. If an Outgoing E-Mail line displays, the email has been sent. A confirmation email advice will present in the sender’s email inbox within the hour. If there is no Outgoing E-Mail line, resend the email Finalise the feedback: Update Remedy details tab. Use the Remedy Provided drop down to select Action Taken and Internal Referral. In the Free text field, type Other Service Brand Update Details tab. Change the Feedback Status to Finalised and use the Not applicable selection for the Outcome channel. Add an Acknowledgement date Select Save Centrelink only, once the feedback has been recorded, go to Step 15. Medicare and Aged Care Provider staff, go to Step 16.
15	Centrelink only - Recategorise complaint in Work Optimiser, if required Feedback items under the Centrelink General Payments and Services skill tag must not be reallocated unless a determination was made at Step 12 to correct the Service Type/Service Detail. If required, seek assistance as outlined in Tier 0 technical support - self-sufficiency. Does the Service Officer have the capability to action the work item? Yes, see Table 2 No, Refer to the Complaints and feedback index to determine if there are specific hand-off instructions. If there is an index item, follow these details. If there is not an index item, or there are no hand-off instructions, continue with this step Select Edit and update the Service Type on the Details tab to reflect the most appropriate program. For example, if the current Service Type is Older Australians, however the complaint relates to Families, change the Service Type to Families then select the most appropriate Service Detail, such as Family Tax Benefit and select Save Go to the Details tab, change Feedback Status to Feedback Received and delete the On Hold Expiry Date Go to Work Optimiser Select the Worklist tile Locate the Customer Feedback ID number from the Work Item ID column Click on the box on the left side of the column (next to the Work Item ID) Go to the bottom right and select Actions Select Unassign Select the drop down and select Recategorised Place the cursor in the Work Type box (a Select Work Type pop-out will display) Type a suitable code from the list below: ZFSR_FEEDBACK_ABY (ABSTUDY) ZFSR_FEEDBACK_CAO (Complex Assessment) ZFSR_FEEDBACK_CAR (Carers) ZFSR_FEEDBACK_DIS (Disabilities) ZFSR_FEEDBACK_FCC (Families and Child Care) ZFSR_FEEDBACK_JSK (JobSeeker) ZFSR_FEEDBACK_OA (Older Australians) ZFSR_FEEDBACK_STU (Students) ZFSR_FEEDBACK_INT (use for international agreement complaints managed by CIS) ZFSR_FEEDBACK_GEN (General) ZFSR_FEEDBACK_PP (Parenting Payment Single and Partnered) ZFSR_COMPLAINT_RCA (Residential Care) ZFSR_COMPLAINT_CALC (use for Residential Care Assessment calculations only) Select Submit Return to Customer First The Employee Responsible and Responsible Group must be removed Go to the Parties Involved tab in Customer Feedback Tool in Customer First Select the shaded box to the left of the Employee Responsible line (the line will highlight) Select the bin icon and select Save, this will delete the Employee Responsible line Repeat the above steps to delete the Responsible Group line Procedure ends here for Level 1
16	Medicare and Aged Care Provider staff only - Recategorise complaint in the CFT, if required Does the Service Officer have the capability to action the work item? Yes, see Table 2 No, Refer to the Complaints and feedback index to determine if there are specific hand-off instructions. If there is an index item, follow these details. If there is not an index item, or there are no hand-off instructions, continue with this step Review the comments to determine the suitable area where the complaint can be recategorised Select Edit and update the Service Type on the Details tab to change to the most appropriate program. For example, if the current Service Type is Your Health, however the complaint relates to Health Professionals, change the Service Type to Health Professionals then select the most appropriate Service Detail, (e.g. Medicare - Bulk Billing). Select Save Go to the Details tab, change Feedback Status to Feedback Received and delete the On Hold Expiry Date The Employee Responsible must be removed Go to the Parties Involved tab in Customer Feedback Tool in Customer First Highlight the Employee Responsible line Select the bin icon and select Save. This will delete the Employee Responsible line If the staff member is not skilled to action the complaint and unable to identify an appropriate area to recategorise, seek support from other SO4s via the National SO4 Microsoft Teams chat. If a response is received: Skilled SO4 - allocate the complaint to themselves and resolve If no response is received: Non Skilled SO4 - forward the complaint to their Team Leader via External Channel Email function within CFT. In the email: key 'COMPLAINT reallocation' in the subject line Team Leader - review comments and allocate the complaint to a skilled SO4 in the local footprint. If a skilled SO4 is not available locally, email the complaint to Technical Support Coordination (TSC) team who will allocate to a skilled SO4 Skilled SO4 - allocate the complaint to themselves and resolve
17	Customer requests their feedback be withdrawn A customer may add an additional comment requesting their feedback be withdrawn. Note: feedback records cannot be ‘deleted' from the Customer Feedback Tool. Send a Complaint Action required email via the 'External Channel Email' in the CFT to Level 2 Complaints requesting the entry be removed from reporting and/or disassociated from the customer’s record. Email subject line: ‘<REMOVE FROM REPORTING>- Feedback ID <80xxxxxxxxx>' Email body of text: 'The customer has requested this feedback be <REMOVED FROM REPORTING> and/or <DISASSOCIATED FROM THE CUSTOMER’S RECORD>. Refer to the Notes History tab for full details.’ A Message from webpage error may display. Select OK. When returned to the Customer Feedback Tool, go to the Related Transactions tab. If an Outgoing E-Mail line displays, the email has been sent. A confirmation email advice will present in the sender's email inbox within the hour. If there is no Outgoing E-Mail line, resend the email Document the CFT Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Escalation and Management Record ‘A request to have this feedback removed from reporting has been sent’ Select Save Update the Remedy Details tab Remedy provided tab - Internal Referral Input ‘REMOVED FROM REPORTING’ Finalise the CFT entry Details tab > Status > Feedback Status select Edit update the status to Finalised select Save Procedure ends here.

Authenticated, unauthenticated and anonymous feedback

Table 2

Expand table

Step	Action
1	Managing customer aggression Does the feedback contain offensive content? Yes, educate the customer on the agency's behavioural expectations when speaking with them. Follow the steps in the Table 5 in Level 1 - Manage complaints and feedback. Once reviewed, if appropriate, continue to Step 2 No, go to Step 2
2	Review feedback The feedback must be linked to the record of the person the feedback relates to. For example: If a complainant lodges feedback about their partner’s experience, the feedback must be recorded on the partner’s record A Centrelink Nominee or Medicare Representative lodges feedback about an issue relating to the person for whom they are nominee, the feedback must be linked to the customer’s record A Centrelink Nominee or Medicare Representative lodges feedback about their own experience, the feedback must be linked to the nominee/representative’s record If the customer has asked to still be anonymous, and no identifying contact details have been provided in the online feedback, go to Step 13. Otherwise, review the feedback to decide if the feedback is authenticated and is linked to the correct record. Is the feedback authenticated? Yes, and the feedback has been lodged by: the customer and is linked to the correct record, go to Table 3 a third party (including authorised representatives and nominees), go to Step 4 No, go to Step 3
3	Feedback is unauthenticated Check the Notes History tab in the Customer Feedback Tool (CFT) entry for a Customer Reference Number (CRN) or Medicare number. Before a CRN or Consumer ID is linked to a customer record, ensure the feedback has been submitted by the customer. Consider the following: Is the feedback written in the 'first person' or the 'third person'? Has the nominee/representative or a third party lodged the feedback directly on the customer record? If it is not clear the customer lodged the feedback, do not link the feedback to the customer record. Has the feedback been lodged by a third party? Yes, go to Step 4 No, and the customer is a: Centrelink customer who has given their CRN, go to Step 7 Centrelink customer who has not given their CRN, go to Step 6 Medicare customer who has given their Medicare number, go to Step 9 Medicare customer who has not given their Medicare number, go to Step 8
4	Third party Third parties, including authorised representatives and nominees, may lodge feedback on behalf of a customer. Before actioning the feedback, make sure the third party has permission to enquire or make updates, on the customer's behalf. Review: Disclosing information to the third parties Person Permitted to Enquire (PPE) or Update (PPU) authority Determining the appropriate record for recording third party feedback If a third party contacts about their personal experience whilst acting on a customer's behalf, record the feedback on the third party’s record. Is the third party authorised to act on the customer’s behalf? Yes, and the feedback is: unauthenticated go to Step 6 to be transferred to the correct customer’s record, go to Step 6 authenticated, go to Table 3 No, go to Step 5
5	Third party is not authorised to act on the customer’s behalf Do not access or update the customer's record. Contact the third party using Services Australia Workspace to ensure the call is recorded. Was the contact successful? Yes: Explain the agency is unable to provide any details about the customer's situation Encourage them to help the customer with contacting the agency to discuss their issues Inform them about the process to gain authority to enquire on the customer's behalf Go to the Notes tab in the complaint entry. Select Edit and change Text Type drop down to Action Taken/Response Provided Document the CFT 'The third party does not have permission to act on the customer's behalf’. Include details of the information and advice provided during the contact Select Save See Table 9 in Level 1 - Manage complaints and feedback No: If the feedback contains a vulnerable or sensitive issue, such as contact from an executor of an estate, or there is insufficient information to determine if the third party is authorised, go to Step 14, otherwise continue with this step If phone contact was unsuccessful, prepare and send the ‘Unsuccessful contact - Follow up required’ or ‘Unsuccessful contact - No follow up required’ email or letter to the third party. Amend the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ If an address was provided only, prepare and send the ‘Unsuccessful contact - Follow up required’ or ‘Unsuccessful contact - No follow up required’ letter to the third party. Amend the letter template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’. Remove the sentence ‘We have tried to call you, but we have not been able to contact you’ from the letter template If an email address was provided only, prepare and send the ‘Email -only provided’ email to the third party. Amend the template email only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ If sending an email, send from the Customer Comments mailbox with a classification of ‘OFFICIAL’. For access to the Customer Comments mailbox, see Table 7 If sending a letter, print and post the letter Attach the email or letter to the feedback entry Treat the feedback as anonymous. Remove customer identifying details from the Details and Parties involved tabs Go to the Notes tab in the complaint entry. Select Edit and change Text Type drop down to Action Taken/Response Provided Document the CFT with phone contact attempts, if applicable. If an email or letter was sent, document ‘An <Unsuccessful contact - Follow up required or <Unsuccessful contact - No follow up required> email/letter was sent to the third party’. If no contact details were provided, document ‘phone, email or address details were not provided’ Select Save See Table 9 in Level 1 - Manage complaints and feedback
6	Locate a CRN If the customer has not noted a Customer Reference Number (CRN), complete searches in Customer First: Name Search (IN) screen search using the customer's name SMS/Email Search (SMEM) screen search using the customer's email or phone number Global Selection Menu (GLO) screen if the CRN the customer has written in the text has no letter at the end A Service Officer must be satisfied the customer record being accessed belongs to the correct person before helping with the feedback. Authentication is conducted by assessing the information contained within the feedback against information held on the record. Service Officers can only continue once they are satisfied that the person lodging the feedback is the owner of the record being accessed or an authorised representative. Can a CRN be located and there is sufficient information to confirm the feedback has been lodged by the customer or authorised representative? Yes, go to Step 7 No, go to Step 10
7	Add a CRN to a CFT entry To link or edit the CRN attached to the CFT entry: Go to the Parties Involved tab Select EDIT Select the box on the right hand side of the Feedback Customer line, this opens a Search Criteria box: Enter the CRN into the CRN field and select Search. Select the ID that appears in the Results List Select Save If any issues occur when attempting to link a CRN to a CFT entry, including where a CRN is already appearing on the Feedback Customer line, email the Level 2 Complaintsmailbox with the following: CRN Feedback ID, and details of the error or issue Add an On Hold Expiry Date on the Details tab. The 'hold' date is the date the work item will present for follow up. This should not be more than 2 business days from the current date. Do not use the Hold to User function in Work Optimiser. Once a response is received, return to this point and continue with the below steps. See Table 3.
8	Locate a Consumer ID Complete search in the Customer Directory Maintenance System (CDMS), see Register a customer for Medicare in the CDMS. Can a Consumer ID be located and there is sufficient information to confirm the customer lodged the feedback? Yes, go to Step 9 No, go to Step 10
9	Add a Consumer ID to a CFT entry To link the Consumer ID to the CFT entry: Go to the Parties Involved tab Select EDIT Select the box on the right hand side of the Medicare Customer line, this opens a Search Criteria box: Type the Consumer ID into the ID number field and select Search Select the ID that appears in the Results List Select Save If any issues are experienced when attempting to link a Consumer ID to a CFT entry, email the Level 2 Complaint mailbox with the following: Consumer ID Feedback ID, and details of the error or issue Once a response is received (within 2 business days), return to this point and continue with the below steps. See Table 3.
10	Review the CFT entry content Review the feedback and determine if the complaint or feedback needs investigating. In an attempt to authenticate the feedback, contact must be attempted even if the Details tab displays 'further contact not requested - customer'. Is there a phone number within the CFT entry text? Yes, go to Step 16 No, go to Step 11
11	Email address Send an appropriate approved email if the customer has given an email address but no phone number. Has the customer provided an email address? Yes: Prepare and send the ‘Email only provided’ email to the customer amending the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Send the email from the Customer Comments mailbox with a classification of ‘OFFICIAL’. For access to the Customer Comments mailbox, see Table 7 Attach the email or letter to the feedback entry Go to the Notes tab in the complaint entry. Select Edit and change the Text Type drop down to Action Taken/Response Provided Document the CFT 'Email only provided' email sent to the customer. The feedback has been finalised. No further action can be taken at this time.’ Select Save Finalise the feedback entry, go to Table 9 in Level 1 - Manage complaints and feedback No, go to Step 12
12	Residential or postal address Send a request for contact letter if the customer has given an address but no phone number or email address. Has the customer provided an address? Yes, Prepare and send the ‘Unsuccessful contact - Follow up required’ letter to the complainant amending the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’. Remove the sentence ‘We have tried to call you, but we have not been able to contact you’ from the letter template Print and post the letter Attach the email or letter to the feedback entry Go to the Notes tab in the complaint entry. Select Edit and change the Text Type drop down to Action Taken/Response Provided Document the CFT with 'Unsuccessful contact - Follow-up required letter sent to the complainant. The feedback has been finalised. No further action can be taken at this time.’ Select Save Finalise the feedback entry, go to Table 9 in Level 1 - Manage complaints and feedback No, go to Step 13
13	Treat feedback as anonymous Treat the feedback as anonymous if there are no identifying factors and the customer has not provided a phone number, email, residential or postal address Review the feedback to determine if any actions can be taken. Actions may include, but are not limited to: a staff complaint or compliment where there is sufficient information to identify a staff member, service centre or smart centre a complaint or suggestion about a specific business area Escalate the feedback to Level 2 if the information provided in the online feedback: references suicide or self-harm, or harm to another person, or harm to property, or makes an allegation of discrimination or bias, including seeking support from the Australian Human Rights Commission Does the feedback need to be escalated? Yes, go to Step 14 No, go to Step 15
14	Feedback needs to be escalated Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Escalation and Management Record why the feedback entry has been escalated Select Save Go to the Reason for Escalation tab: Select Reason 3-Complaint is fundamentally sensitive When an escalation reason is selected the Feedback Status will automatically change to Escalated and the Parties Involved tab will update to the correct branch and remove the Employee Responsible Go to the Details tab Remove the On Hold Expiry Date Send a Complaint Action required email via the External Channel Email in the CFT to Level 2 Complaints advising of the vulnerable complainant issue. Note: a Message from webpage error may display. Select OK. When returned to the CFT, go to the Related Transactions tab. If an Outgoing E-Mail line displays, the email has been sent. A confirmation email advice will present in the sender's email inbox within the hour. If there is no Outgoing E-Mail line, resend the email Procedure ends here for Level 1
15	Feedback does not need to be escalated Can other actions be taken? Yes, follow the process in the Complaints and feedback index No, and there are no actions which can be taken: Go to the Notes tab in the complaint entry. Select Edit and change the Text Type drop down to Remedy Provided Details Document the CFT ‘Anonymous feedback with no identifying factors, complaint finalised. No action taken' Select Save Finalise the feedback entry, see Table 9 in Level 1 - Manage complaints and feedback
16	Contact the online complainant Make 2 phone contact attempts using Services Australia Workspace to ensure the call is recorded to the complainant to acknowledge, discuss and progress the complaint entry. One in the morning, one afternoon call on the same day or next business day. If contact was successful: and customer advises they did not lodge the feedback, go to Step 14 above Go to the Notes tab, select Edit and change the Text Type drop down to Action Taken/Response Provided Document the time of the call, number contacted and details of discussion Provide the Customer Feedback Tool ID number to the customer for their records Select Save and the complaint needs to be linked to the customer’s record, for Centrelink customers, go to Step 7 above Medicare customers, go to Step 8 above and the complaint is to remain anonymous, go to Step 13 above and the customer refuses to complete Proof of Record Ownership, go to Step 11 above If contact was unsuccessful: Document all unsuccessful contact attempts on the feedback entry: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Unsuccessful Contact Details Include the time (using local time zone), details of the message if a message was left. For example, message left asking the customer to contact 1800 132 468 and a brief outline of information to be provided to customer (if the customer returns contact) Go to the Details tab. Go to the Customer Contact Attempts and complete the date and time fields of the call attempt Select Save Enter an On Hold Expiry Date for the next business day. This holds the entry for access when next scheduled to online work Note: when the on-hold date is met the feedback status reverts to Feedback Received, the feedback remains allocated to the assigned Service Officer If the assigned officer is not scheduled for online work within the next two business days, remove from the Employee responsible field. On the day of the On Hold Expiry Date, the feedback will present to another Service Officer Second attempt Was the second phone contact successful? Yes, go to If contact was successful above No, prepare and send the ‘Unsuccessful contact - Follow up required’ or ‘Unsuccessful contact - No follow up required’ email or letter. Amend the template only where indicated. Follow instructions outlined in A Guide to Level 1 Complaints and Feedback templates

Identify the feedback type

Table 3

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Step	Action
1	Identify the feedback type Is the feedback a: Centrelink complaint, compliment or suggestion, go to Table 4 Medicare: complaint, go to Step 2 compliment or suggestion, go to Table 4
2	Record a Sensitive Information Indicator in CDMS Medicare customer complaints reported in the CFT must also be recorded as a Sensitive Information Indicator in the Consumer Directory Maintenance System (CDMS) with the following: Category: Service Indicator Type: Complaint Follow the process in Adding or amending Service Indicators to add the complaint Sensitive Indicator in CDMS. Note: if a Sensitive Information Indicator is already recorded for an open complaint and a new complaint is received: go to the Sensitive Information tab select the radio button on the Complaint indicator line go to the Comment field and input the new Feedback ID Go to Table 4.

Check for multiple feedback entries

Table 4

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Step	Action
1	Service Brand Centrelink, go to Step 2 Medicare, go to Step 3
2	Centrelink - Open Customer Feedback History In Customer First use the Search Workspace function by typing ‘Feedback’ and selecting Search. Select Customer Feedback History from the options presented. Are there open feedback entries? Yes, Level 1 Feedback entries, go to Step 4 Level 2 Feedback entries, go to Step 7 No, see Table 5
3	Medicare - Review the Sensitive Information tab Open Medicare complaints have a Sensitive Information Indicator recorded in CDMS. Go to the customer’s record and review the Sensitive Information alert pop-up table for details of open feedback. Are there open feedback entries? Yes, Level 1 Feedback entries, go to Step 5 Level 2 Feedback entries, go to Step 7
4	Level 1 Feedback Is an employee responsible assigned to the Level 1 Feedback? Yes, go to Step 5 No, go to Step 6
5	Level 1 Feedback - employee responsible assigned Contact the employee responsible to discuss the feedback item. Successful contact with the employee responsible Determine who is best placed to take ownership of the new feedback item. It is preferred that one Service Officer manage all open complaints for the customer. This helps with efficiency and provides consistent customer service. If handing the complaint to the other Service Officer, code them as the employee responsible. Procedure ends here If taking ownership of all open complaints, code the new employee responsible, see Table 5 Unsuccessful contact with employee responsible Read the open complaint progress notes to determine where the investigation is at If the feedback is urgent or the customer is experiencing vulnerability, take ownership of all feedback items If the employee responsible has been offline for an extended period, contact the employee responsible manager to decide who should manage all open complaints If unsure what action to take, speak to a Manager If taking ownership of all open complaints, update the employee responsible by following the instructions in Table 1 > Step 7 then see Table 5
6	Level 1 Feedback - No Employee Responsible Assigned Take ownership of all open, in scope, unassigned Level 1 Feedback item/s, update the Employee Responsible. Read all feedback entries. If there are multiple entries for: the same issue: Go to the Notes tab in the complaint entry. Select Edit and change the Text Type drop down to Escalation and Management Document the CFT with 'Customer has lodged multiple feedback entries. The following feedback item/s have been closed 80xxxxxxx, 80xxxxxxx, 80xxxxxxx and will be managed under 80xxxxxxx' Select Save Leave the feedback recorded first open and close all other feedback items Update Remedy details tab. Use the Remedy Provided drop down to select Action Taken and Internal Referral. In the Free text field type refer to <complaint ID left open> Note: if the complaint is about a Digital Service, use the most appropriate option Update Details tab. Change the feedback status to Finalised and use Not Applicable for the Outcome channel. Add an Acknowledgement date Select Save different issues, investigate and manage each feedback separately See Table 5.
7	Level 2 Feedback - awaiting action Level 2 will review the Level 1 feedback item(s). Staff should: document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Escalation and Management Record ‘This complaint has been referred to Level 2 for review as there is a current Level 2 complaint 80xxxxxxxx on record awaiting action’ Select Save send a Complaint Action required email via the External Channel Email in the CFT to Level 2 Complaints requesting review Note: a Message from webpage error may show. Select OK. When returned to the CFT, go to the Related Transactions tab. If an Outgoing E-Mail line shows, the email has been sent. A confirmation email advice will show in the sender’s email inbox in the hour. If there is no Outgoing E-Mail line, resend the email. Procedure ends here for Level 1.

Investigate and Manage complaint

If a child is in immediate danger or risk of harm you must act, and a delegate must call 000.
If you have concerns about a child's safety, conduct the risk and referral process.

Table 5

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Step	Action
1	Type of feedback Is the feedback a compliment or suggestion? Yes, go to Step 2 No, go to Step 3
2	Compliment or suggestion Compliments or suggestions lodged online are acknowledged at the time of lodgement via a message informing customers that no response will be provided, and their feedback will be shared with relevant staff and business owners. Compliments and suggestions do not require a response from Level 1 to the customer. Refer the compliment or suggestion to the appropriate staff member or business area: See Compliment or Suggestion in the Complaints and feedback index Go to the Record section of the index item for instructions on how to code the Business Reference details Then go to the Manage section of the index item for details on how to send the email to the staff member's Manager or relevant business area If the feedback is a general enquiry and not a compliment or suggestion, go to Step 3. Finalise the feedback in the CFT: Go to the Details tab Change the Feedback Status to 'Finalised' Select the Outcome Channel as 'online' See Table 9 in Level 1 - Manage complaints and feedback.
3	Review feedback Is the feedback a general enquiry incorrectly recorded as a complaint, compliment or suggestion? Yes, a general enquiry, go to Step 4 No, it is not a general enquiry, go to Step 5
4	General enquiry Make one phone attempt to the customer, using Services Australia Workspace to ensure the call is recorded to acknowledge the feedback and educate the customer on the correct channels to use to make an enquiry. Successful contact: If the customer advises they did not lodge the feedback, see Table 6 > Step 8 Answer the customer's general enquiry or provide the most appropriate number for assistance Document the contact including the date and time on the Notes tab of the CFT, see Update the CFT entry below Unsuccessful contact: If the contact is unsuccessful, prepare and send the ‘General enquiry - not a complaint, compliment or suggestion’ email or letter to the customer amending the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ If sending an email, send from the Customer Comments mailbox with a classification of 'OFFICIAL'. For access to the Customer Comments mailbox, see Table 7 If sending a letter, print and post the letter Attach the email or letter to the feedback entry If the customer has a Centrelink Nominee or Medicare Representative: and an email was sent to the customer, prepare the ‘Nominee_Medicare Representative copy of email' letter amending the template only where indicated. Follow instruction outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ and a letter was sent to the customer, prepare the ‘General enquiry - not a complaint, compliment or suggestion’ letter amending the template only where indicated. Follow instruction outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter to the Centrelink Nominee or Medicare Representative Attach the letter to the feedback entry Update the CFT entry Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record 'This feedback is a general enquiry recorded as a <complaint>/<compliment>/<suggestion>. The customer (and nominee/representative, if applicable) has been notified by <email><phone><letter>. A request to have this entry removed from reporting has been sent' Select Save Finalise the feedback If the general enquiry was recorded as a complaint, update Remedy details tab. Use the Remedy Provided drop down to select Action Taken and Internal Referral. In the Free text field type General Enquiry. If a digital services complaint, use the Remedy Provided drop down to select Digital Service Improvement then select General Advice or Nil Update Details tab. Change the feedback status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date (only for a complaint) Select Save Email Level 2 Complaints Send a Complaint Action required email via the External Channel Email in the CFT to Level 2 Complaintsrequesting the entry be removed from reporting. Replace text in all fields with the following: Email subject line: General enquiry recorded as feedback - Feedback ID <80xxxxxxxxx> Email body of text: This feedback is a general enquiry recorded as a <complaint>/<compliment>/<suggestion>. Notes have been added to the CFT entry. Please remove from reporting Note: a Message from webpage error may display. Select OK. When returned to the Customer Feedback Tool, go to the Related Transactions tab. If an Outgoing E-Mail line displays, the email has been sent. A confirmation email advice will present in the sender’s email inbox within the hour. If there is no Outgoing E-Mail line, resend the email. See Table 9 in Level 1 - Manage complaints and feedback.
5	Investigate complaint Investigate the customer's complaint issue/s: Review the feedback to identify the complaint reason Thoroughly review the customer's record Refer to the Complaints and feedback index to determine if there is an Index item to help with investigating the issue. Once reviewed, return to this Step and continue Record multiple issues separately in the CFT. For example, if a customer is lodging a complaint about a staff member and a claim delay, record 2 complaints Is the complaint issue about a potential APS Code of Conduct breach? Yes, go to Step 6 No, go to Step 7
6	Potential Code of Conduct complaint Where the complaint issue is about a potential breach of the APS Code of Conduct (including employee fraud or unauthorised access), escalate the complaint to Level 2. Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Escalation and Management Document the CFT 'This complaint has been escalated to Level 2 for management.' Select Save Go to the Reason for Escalation tab Select Reason 4 – Potential serious breach of APS Code of Conduct Send a Complaint Action required email via the 'External Channel Email' in the CFT to Level 2 Complaints asking for the complaint be allocated for management by Level 2 Go to the Details tab Delete the On Hold Expiry Date if there is one displaying Procedure ends here for Level 1.
7	Document investigations Record the investigation details, for example: a chronology of events (who, when, what, where and how), reference material researched including policy or legislation, etc. if complaint is about a staff member, details of identified staff member logon and how this information was located Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Investigation Record details of investigations Select Save
8	Potential Systemic Issue Systemic issues: are problems or errors that have the ability to reoccur and impact business if not addressed have the potential to affect a customer base, business area, product or service or the agency as a whole are problems due to issues inherent in the overall operating system, rather than due to specific, distinct isolated factors To determine if the potential systemic issue is a known issue, use resources such as: Technical or Access Support Communications Hub, review: Messages NNU Bulletins Is the complaint issue a potential systemic issue? Yes, go to Step 9 No, go to Step 10
9	Potential systemic issue exists Select either: Known potential systemic issue and can be resolved The issue is known and the customer’s issue can be resolved: On the Details tab, select Potential Systemic Issues Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text type drop down to Escalation and Management Record why the Potential systemic issue option was selected, and the identified workaround or information found in reference material to resolve the issue Select Save Record suggestions provided by the complainant to improve the agency’s procedures, legislation or policy in the CFT. Forward to the appropriate business area for consideration Resolve the customer's complaint using the identified workaround or information provided in the resource material Go to Step 10. Unknown or unresolved potential systemic issue Escalate the complaint to Level 2 for action if the issue cannot be resolved and could reoccur and affect customers and the agency if not immediately addressed: Go to the Reason for Escalation tab Select Reason 5 - Complex, cross programme or multiple issues On the Details tab, select Potential Systemic Issues and remove the On Hold Expiry Date Document the CFT Go to the Notes tab in the complaint entry Select Edit and change the Text type drop down to Escalation and Management Record why the Potential systemic issue option was selected. Include any action taken to try to resolve the issue, such as resources used Select Save Procedure ends here for Level 1
10	Tailored servicing - more help needed to communicate with the agency Some people have significant barriers impacting their ability to communicate with the agency to resolve their complaint. The contact and servicing approach must be tailored to meet any accessibility needs. Level 2 can explore all options for appropriate servicing based on individual circumstances. An example of when to escalate may include: a complainant with hearing, speech loss, or other disability or medical condition who cannot use the agency’s accessibility services, and where level 1 are unable to remedy the complaint issue/s, or an email response requesting the customer phone us is not appropriate servicing for their individual circumstances, for example a complaint from an incarcerated customer Does the complainant require tailored servicing? Yes, Go to the Notes tab in the complaint entry. Select Edit and change the Text Type drop down to Escalation and Management Document the CFT with the reason for escalating the feedback Select Save Go to the Reason for Escalation tab Select Reason 3 - The complaint is fundamentally sensitive Go to the Details tab and remove the On Hold Expiry Date Send a Complaint Action required email via the 'External Channel Email' in the CFT to Level 2 Complaints advising tailored servicing required Note: a Message from webpage error may display. Select OK. When returned to the Customer Feedback Tool, go to the Related Transactions tab. If an Outgoing E-Mail line displays, the email has been sent. A confirmation email advice will present in the sender’s email inbox within the hour. If there is no Outgoing E-Mail line, resend the email Procedure ends here for Level 1 No, go to Step 11
11	Customer Vulnerability or allegation of discrimination Is the customer experiencing vulnerability or making an allegation of discrimination or bias? Yes, go to Step 12 No, go to Step 13
12	Indicated vulnerabilities or allegation of discrimination Immediately try to contact the customer by phone, if the information provided by the customer in their online feedback references: suicide or self-harm, or harm to another person, or harm to property, or makes an allegation of discrimination or bias, including seeking support from the Australian Human Rights Commission Successful phone contact: Discuss vulnerability or allegation of discrimination to obtain further understanding of their situation Consider a referral to a social worker Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Document the discussion held with the customer in as much detail as possible. Include any action taken to try to resolve the issue, such as resources used, referral/s offered and if accepted by the customer, etc Select Save For allegations of discrimination, see Discrimination in the Complaints and feedback index For all other vulnerabilities follow complaint management steps, go to Table 6 > Step 7 Unsuccessful phone contact - escalate the feedback to Level 2: Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Escalation and Management Record why the feedback entry has been escalated Select Save Go to the Details tab. Update Customer Contact Attempts and add the date and time of the unsuccessful contact Go to the Reason for Escalation tab Select Reason 3 - Complaint is fundamentally sensitive When an escalation reason is selected the Feedback Status will automatically change to Escalated and the Parties Involved tab will update to the correct Branch and remove the Employee Responsible Go to the Details tab and remove the On Hold Expiry Date Send a Complaint Action required email via the External Channel Email in the CFT to Level 2 Complaints advising of the vulnerable complainant issue Note: a Message from webpage error may display. Select OK. When returned to the Customer Feedback Tool, go to the Related Transactions tab. If an Outgoing E-Mail line displays, the email has been sent. A confirmation email advice will present in the sender’s email inbox within the hour. If there is no Outgoing E-Mail line, resend the email Procedure ends here for Level 1
13	Manage and Document complaint issue Refer to the Complaints and feedback index for help with actions required to manage and resolve the complaint issue Record the escalation and management steps taken, for example: processed customer claim requested actions (for example, escalated ICT issue, sent Fast Note requesting priority assistance) seeking Local Peer Support or Service Support Officer assistance case consulting with a Team Leader Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Escalation and Management Record details of the escalation and management steps taken Select Save

Contact the complainant

Table 6

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Step	Action
1	Status of Complaint Issue If the initial investigation determines the complaint issue is resolved and the customer: is aware of the outcome and no other issues are present, go to Step 2 has not been advised of the outcome or an explanation of the outcome is needed, go to Step 3 not resolved go to Step 3
2	Customer has been advised of the outcome Prepare and send an ‘Issue resolved since complaint was lodged’ email or letter to the customer amending the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ If sending an email, send from the Customer Comments mailbox with a classification of ‘OFFICIAL’. For access to the Customer Comments mailbox, see Table 7 If sending a letter, print and post the letter Attach the email or letter to the feedback entry If the customer has a Centrelink Nominee or Medicare Representative: and an email was sent to the customer, prepare the ‘Nominee_Medicare Representative copy of email' letter amending the template only where indicated. Follow instruction outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ and a letter was sent to the customer, prepare the ‘Issue resolved since complaint lodged’ letter amending the template only where indicated. Follow instruction outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter to the Centrelink Nominee or Medicare Representative Attach the letter to the feedback entry Update the CFT entry: Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Document the name of the email or letter sent to the customer (and Centrelink Nominee or Medicare Representative if applicable) and why it was sent Select Save Finalise the feedback: Update Remedy details tab Update Details tab. Change the feedback status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date Select Save Medicare staff: Check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators using the complaint finalisation date See Table 9 in Level 1 - Manage complaints and feedback
3	Responding to the customer Phone contact must be attempted if the customer has a contact phone number, except in the limited circumstances outlined below. Review the Feedback details on the Notes History tab to check if the customer has requested: no phone contact (this does not include the preferred contact channel the customer has recorded on the Details tab. This is only a preference not a customer instruction), or an email response, or a written response Customer asks for no phone contact If the customer has written in their comments, they do not want the agency to contact them by phone, escalate the complaint to Level 2. This does not include when the Details tab states 'Further contact not requested': Document the feedback entry: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Escalation and Management Record why the feedback entry has been escalated, details of investigation, including Local Peer Support advice and references to resources used Go to the Reason for Escalation tab Select Reason 8 - Refusal to accept first contact outcome Go to the Details tab and remove the On Hold Expiry Date Select Save Procedure ends here for Level 1. Customer asks for an email response Phone number provided in the complaint or is available on the customer’s record: Phone contact must be attempted Tell the customer: I know you have requested a response by email, but we have a responsibility to protect your personal information. We can only respond by email with general information. We need to speak with you to confirm your identity because your complaint requires us to access and disclose your personal information. If no phone number has been provided, go to Step 10 Customer asks for a written response If a phone number has been provided in the complaint or is available on the customer’s record, phone contact must be attempted. Tell the customer: I know you have requested a written response. We would like to speak with you to discuss your feedback. If the customer: has not provided a phone number declines to accept a verbal response asks for the complaint outcome to be confirmed in writing, or 2 contact attempts are unsuccessful Go to the Reason for Escalation tab Select Reason 8 - Refusal to accept first contact outcome Go to the Details tab and remove the On Hold Expiry Date Is phone contact required? Yes, go to Step 4 No, go to Step 10
4	Centrelink or Medicare customer Is the customer a Centrelink customer? Yes, go to Step 5 No, go to Step 6
5	Pre-call SMS Alert - Centrelink customer Customers who subscribed to SMS Electronic Messaging must be sent a pre-call notification (SMS only) alert. A pre-call SMS tells the customer to expect a phone call from Services Australia. To see if the customer has their mobile number as their preferred electronic messaging option, go to the Electronic Messaging and Online Letter Services (EMOL) screen. The Communication History tab on the summary page of a customer’s record displays a history of all SMS messages sent to the customer. Has the customer selected their mobile number as their preferred Electronic Messaging option? Yes, send a pre-call SMS Alert, allow a 5 minute lead time before calling the customer, the go to Step 6 No, go to Step 6
6	Two phone contact attempts Make 2 phone contact attempts using Services Australia Workspace to ensure the call is recorded, to the complainant to acknowledge, discuss and progress the complaint entry. One morning and one afternoon call on the same day or next business day is required. Was the contact attempt successful? Yes, go to Step 7 No, go to Step 9
7	Successful phone contact If the customer refuses to complete Proof of Record Ownership, go to Step 10. If the customer advises they did not lodge the feedback, go to Step 8. If the customer completes PoRO discuss feedback with the customer (see the Complaints and feedback index for help with management of the issue): Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record details of the response provided to the customer, including: time (using the Service Officer's local time zone) details of discussion outcome of discussion any follow up actions required next customer contact commitment (if follow up required) Select Save If the complainant accepts First Contact Resolution, go to Finalise the feedback table of Level 1 – Manage complaints and feedback If the complainant does not accept First Contact Resolution, escalate to Level 2, go to Step 8 If the complaint issue is not resolved, hold the complaint until the next agreed customer contact commitment date: Change the Feedback Status to: Investigation in Progress: if further investigation is needed Awaiting Response: if waiting for a response from another business area or the customer Add an On Hold Expiry Date on the Details tab. The 'hold' date is the date the work item will present for follow up. This should not be more than 5 business days from the current date Do not use the Hold to User function in Work Optimiser Once the customer contact commitment date arrives, go to Step 4 (above) At the Second contact commitment date (Note: the work item should not be held for more than 10 business days). If the end of the second hold period presents and there is still no outcome, contact the customer and advise the feedback will be escalated to Level 2 for continued monitoring/action Go to the Reason for Escalation tab and select Reason 5 - Complex, cross programme or multiple issues Go to the Details tab and remove the On Hold Expiry Date Go to the Notes tab and document the reason for escalation, using the Text Type Escalation and Management Warm transfer to Level 2 Complaints (preferred)
8	Escalate the Feedback Go to the Reason for Escalation tab Select an appropriate Escalation Reason (once an escalation reason is selected the Feedback Status will automatically update to Escalated and the Parties Involved tab will update to the correct Branch and remove the Employee Responsible) Go to the Details tab and remove the On Hold Expiry Date Document why the feedback is being escalated to Level 2. Go to the Notes tab Select Edit and change the Text Type dropdown to Escalation and Management Record why the feedback entry has been escalated, the customer’s expectations, and the customer’s preferred outcome Select Save To escalate the complaint, either: warm transfer to Level 2 Complaints (preferred) or via the CFT. When an immediate warm transfer is not possible and if priority assistance is needed, send a Complaint Action required email to Level 2 Complaints requesting urgent action a Service Officer in the Level 2 team will manage the complaint in accordance with the Customer Complaints and Feedback Policy Procedure ends here for Level 1.
9	Unsuccessful phone contact First attempt unsuccessful Keep ownership of the complaint for the 2nd phone contact attempt Update the Feedback Status to awaiting response Enter an On Hold Expiry Date for the next business day, even if the 2nd contact will be made on the same day as the 1st attempt. This holds the entry for access when next scheduled to online work Note: when the on hold date is met the Feedback Status reverts to Feedback Received, the feedback remains assigned to the Employee Responsible Do not use the Hold to User function in Work Optimiser If the assigned officer is not scheduled for online work within the next 2 business days: Remove the assigned officer as Employee Responsible and delete the Responsible Group, from the Parties involved tab Select Save On the day of the On Hold Expiry Date, the feedback will present to another Service Officer Document all unsuccessful contact attempts on the feedback entry: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Unsuccessful Contact Details Record details of the response provided to the customer, including: time (using the Service Officer's local time zone) details of the message if a message was left, for example message left asking the customer to contact 1800 132 468 a brief outline of information to be provided to customer (if the customer returns contact) Select Save Go to the Details tab Update Customer Contact Attempts and add the date and time of the unsuccessful contact Second attempt successful Was the second phone contact attempt successful? Yes, go to Step 7 above No: Document the unsuccessful contact attempt If the customer has an email address recorded (either in the complaint or on their agency record), go to Step 10 If the customer does not have an email address recorded (either in the complaint or on their agency record), go to Step 13
10	Approved standard email template contact Is the matter resolved? Yes, go to Step 11 No, go to Step 12
11	Email to be sent - the matter is resolved Select, prepare and send the most appropriate Level 1 Complaints and Feedback email template. Amend the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Send the email from the Customer Comments mailbox with a classification of ‘OFFICIAL’. For access to the Customer Comments mailbox, see Table 7 Attach the email to the feedback entry If the customer has a Centrelink Nominee or Medicare Representative: Prepare the ‘Nominee_Medicare Representative copy of email' letter amending the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter to the Centrelink Nominee or Medicare Representative Attach the letter to the feedback entry Update the CFT entry: Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record the name of the email sent to the customer (and nominee/representative, if applicable) and why it was sent Select Save Finalise the feedback: Update Remedy details tab Update Details tab. Change the feedback status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date Select Save Medicare staff: Check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators using the complaint finalisation date Go to Table 9 in Level 1 - Manage complaints and feedback
12	Email to be sent – the matter has not been resolved No phone number provided, or the customer is overseas: If a phone number has not been provided prepare and send the 'Email only provided' email If the customer is overseas, prepare and send the ‘Overseas customer – Contact request’ email If the issue is about Online Services, prepare and send the ‘Online Services complaint’ email If the issue is about Call Wait Times, prepare and send the ‘Call wait times’ email Amend the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Attach the email to the feedback entry Phone contact was unsuccessful, or the customer refused to complete PoRO Prepare and send the 'Unsuccessful contact – Follow up required' email to the customer. Amend the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Attach the email to the feedback entry If the customer has a Centrelink Nominee or Medicare Representative: Prepare the and send ‘Nominee_Medicare Representative copy of email' letter amending the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter to the Centrelink Nominee or Medicare Representative Attach the letter to the feedback entry Update the CFT entry: Document the CFT: Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record the name of the email sent to the customer (and nominee/representative, if applicable) and why it was sent Document the reason further contact is needed Select Save Finalise the feedback: Update Remedy details tab by selecting the most appropriate option Update Details tab. Change the feedback status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date Select Save Medicare staff: Check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators using the complaint finalisation date See Table 9 in Level 1 - Manage complaints and feedback. If the customer contacts at a later date, a new CFT entry must be recorded.
13	Letter contact Has the matter been resolved? Yes, go to Step 14 No, go to Step 15
14	Letter to be sent - the matter is resolved Prepare and send an approved letter: Select and prepare the most appropriate letter amending the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter to the customer Attach the letter to the feedback entry If the customer has a Centrelink Nominee or Medicare Representative: Prepare the same letter sent to the customer for the Centrelink Nominee or Medicare Representative amending the template only where indicated. Follow instruction outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter to the Centrelink Nominee or Medicare Representative Attach the letter to the feedback entry Update the CFT entry: Document the CFT Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record the name of the letter sent to the customer (and nominee/representative if applicable) and why it was sent Finalise the feedback: Update Remedy details tab Update Details tab. Change the feedback status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date Select Save Medicare staff: Check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators using the complaint finalisation date See Table 9 in Level 1 - Manage complaints and feedback.
15	Letter to be sent – the matter has not been resolved Prepare and send an approved letter: If contact was unsuccessful or the customer refused PoRO, send the 'Unsuccessful Contact - Follow up required' letter If the customer is overseas, send the ‘Overseas customer - Contact request’ letter Amend the template only where indicated. Follow instructions outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter to the customer Attach the letter to the feedback entry If the customer has a Centrelink Nominee or Medicare Representative: Prepare the same letter sent to the customer for the Centrelink Nominee or Medicare Representative amending the template only where indicated. Follow instruction outlined in ‘A Guide to Level 1 Complaints and Feedback templates’ Print and post the letter to the Centrelink Nominee or Medicare Representative Attach the letter to the feedback entry Update the CFT entry: Document the CFT Go to the Notes tab in the complaint entry Select Edit and change the Text Type drop down to Action Taken/Response Provided Record the name of the letter sent to the customer (and nominee/representative if applicable) and why it was sent Document the reason further contact is needed Select Save Finalise the complaint entry: Finalise the feedback: Update Remedy details tab Update Details tab. Change the feedback status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date Select Save Medicare staff: Check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators using the complaint finalisation date Go to Table 9 in Level 1 - Manage complaints and feedback. If the customer contacts at a later date, a new CFT entry must be recorded.

Customer comments mailbox access

Table 7: how to request mailbox access to respond to feedback. For bulk requests, email a list of names and log on IDs to the Level 2 Complaints.

Expand table

Step	Action
1	Request access to the Customer Comments mailbox Centrelink only: The Customer Comments mailbox is used to send approved template emails to customers. Before requesting access check the ICT Security Portal Go to ICT Security Portal (ISP) Select the Copy or View Access tile User To View displays the service officer’s regular access Scroll through the list. If SM.U.CUSTOMER.COMMENTS.#.SENDAS is not displaying, request access To request access: Go to ICT Security Portal (ISP) Select Request Resource tile Reason field - ‘Required to send emails from the CUSTOMER.COMMENTS mailbox. The ICT Security Portal has been reviewed and NO current mailbox access displays’ Select magnifying glass next to the Category field, then select: Active Directory Internal Domain Messaging Shared Mailboxes Containing field - CUSTOMER.COMMENTS Select Search Select the mailbox assigned (staff only need to do this when an email is received advising that access is expiring), for example, SM.U.CUSTOMER.COMMENTS.SENDAS, SM.U.CUSTOMER.COMMENTS.2.SENDAS, etc Note: staff only need access to one mailbox the FULLACCESS resource is not required for staff to send emails from the Customer Comments mailbox. Specialist boutique team staff are still able to access these mailboxes if required staff need to reapply for access if their position number changes Medicare Only: Follow the ICT Security Portal steps above, then select the mailbox below SM.U.MEDICARE.CUSTOMER.COMMENTS.SENDAS
2	Add the mailbox to FROM in Outlook Open a new email Go to the Options tab Select From - a From box displays the personal email address Select the drop down option on the From box Select other email address A pop-up box will display. For: Centrelink, key 'CUSTOMER.COMMENTS' Medicare, key ‘MEDICARE.CUSTOMER.COMMENTS’ Select OK Select the mailbox assigned, for example CUSTOMER.COMMENTS, CUSTOMER.COMMENTS.2 etc Note: all customer emails must be sent from the mailbox assigned using the approved email templates.

Operational Information

Level 1 - Online feedback 104-21012236

On this page:

Log in and retrieve work

Authenticated, unauthenticated and anonymous feedback

Identify the feedback type

Check for multiple feedback entries

Investigate and Manage complaint

Contact the complainant

Customer comments mailbox access