Written Complaints received - Child Support 277-09020010

Written complaints are received either:

• online (Complaints and Feedback webform or webmaster@servicesaustralia.gov.au)
• in writing (mail or fax), or
• Transferred from Centrelink and/or Medicare

The Escalated and External Complaints team is responsible for assessing these written complaints.

Note: when a customer complains in person the complaint is treated the same as a telephone complaint.

When a customer lodges a complaint in writing or online, the mail team records the complaint on the customer’s View Correspondence window.

A Potential Complaint Received intray is generated and automatically routes to the Complaints Team. See Customer referral guidelines.

Review the correspondence to determine if it is a complaint.

If External and Escalated Complaints - Child Support is already managing an escalation from the customer, contact the External and Escalated Complaints Service Officer to determine the best way to manage the complaint. This may mean the correspondence is not added as a new complaint but as supplementary correspondence to the complaint or enquiry currently under investigation.

Customer has used multiple avenues to lodge a complaint

If the customer:

• has lodged a number of complaints about the same issues, for example they have also lodged a complaint with the Commonwealth Ombudsman or a Member of Parliament (MP), or
• has a complaint with the same issues already being addressed by another Service Officer

liaise with the External and Escalated Complaints Service support Manager to determine how the customer’s written correspondence is to be managed to minimise double handling.

If the correspondence relates to a privacy issue, see the Privacy intranet page.

If the correspondence contains inappropriate language, see customer aggression guidelines. To determine if the complaint should be managed at Level 1 or Level 2 review the customer’s case history and Complaints and feedback management process.

Complaints about staff behaviour

A behavioural complaint is a complaint about the manner in which an individual staff member interacted with a customer, not about a technical decision or process. The principle of First Contact Resolution (FCR) is applied when managing written/online behavioural complaints, see the Managing complaints and feedback.

Level 1 complaints - if the allocations officer determines the staff behaviour complaint will be managed as a Level 1 complaint, the Level 1 officer should:

• consider a well-placed and appropriate apology. The NSW Ombudsman guide to an apology (Apologies - a practical guide) explains that an apology should be well placed (timed appropriately – not delayed where possible) and appropriate (in some occasions sympathy and an explanation is more appropriate)
• explain that complaints about our staff are taken seriously. The agency strives to provide a high quality service in accordance with our service commitments to every customer
• explain that the complaint will be provided to the staff member’s manager to review and discuss with their staff
• explain this feedback will assist the staff member with their learning and development
• thank the customer for taking the time to provide feedback
• explain that the agency does not inform customers of the detail of feedback being provided to staff
• focus on what can be done to resolve any other aspects of their complaint, for example, is there a decision, delay or process also included in the complaint? Level 2 complaints - a written behavioural complaint is categorised as a Level 2 when it meets one of the escalation reasons, including:
• reason 3 - The complaint is fundamentally sensitive
• reason 4 - Potential serious breach of APS Code of Conduct or allegations of fraud, unauthorised access or disclosure of information
• reason 5 - Complex, cross programme or multiple issues
• reason 6 - Evidence of media involvement
• reason 7 - Persistent unreasonable complainant behaviour
• reason 8 - Refusal to accept first contact outcome – if the vetting/allocations officer determines the staff behaviour complaint is to be managed as a Level 2 complaint, the complaint intray will be routed to a Level 2 officer for action.
  Note: if unsure at what level the complaint should be managed at, speak with Team Leader

Issue an acknowledgement letter to the customer within 2 days except for written complaints that are:

• complaints lodged via webmaster
• complaints via mail or fax

EL1 approval is not required to issue this letter

If the complaint is from a Personalised Services customer,

• route the potential complaint intray to the Personalised Services Case Manager (PSCM)
• email the PSCM notifying them of the complaint correspondence
• PSCM will vet the complaint and determine how it is managed

Record written complaints received in the Allocation <current year> spreadsheet found in the Escalated Complaints share drive.