Recording Child Support complaints and compliments in Cuba 277-09020060

Open the Complaints handling macro:

• select the Level of Complaint
• open the Initial complaint

Use this section of the macro to detail the initial investigation/response in real time.

If the complaint:

• cannot be finalised go to Step 2
• is finalised go to Step 3

When a complaint is not finalised in real time, use the Investigation Plan section of the Complaints handling macro to document any detailed investigations undertaken.

The headings must show the steps taken throughout the investigation and resolution process, such as accessing call recordings, consultation with a Service Support Officer, Team Leader or specialist areas, customer contact and Cuba investigations.

When referring to a staff member, use their first name, site, team and extension at the time of the interaction.

Record a separate summary of the complaint including:

• actions taken
• remedy provided to the customer
• any legislation or policy used to finalise the complaint

If the complaint is:

• upheld, go to Step 4
• not upheld, go to Step 5

If the complaint is upheld:

• record the relevant Service Officer’s user ID and business area in the feedback section of the macro and
• provide feedback via the Staff Feedback Tool

Record the complaint in Cuba. Paste the document created by the Complaints Handling macro into the notepad in the complaint record in Cuba. Do this by highlighting the complaint and then entering the notepad. Check this has saved in the Feedback and Review window.

Record the:

• category and issue, see:
• Behavioural complaint Categories and Issues, for complaints about staff behaviour, or
• Guide to selection of Categories and Issues, for all other complaints
• source of the issue, see Locating the correct source of issue

See Table 2

Update the complaint to record each individual Category and Issue as either upheld, not upheld, withdrawn or escalated for Level 1 complaints.

Classify each individual Category and Issue as either upheld, not upheld, withdrawn for Level 2 complaints.

An individual issue will be upheld if:

• Any of the Services Australia Service Commitments have not been met
• A staff member did not follow Child Support processes correctly, this includes not following Procedures, the Child Support Guide and decision making models
• A staff member was unprofessional in their dealings with the customer. This relates to the behaviour of the staff member, and can include not showing empathy or making inappropriate comments to the customer
• A Child Support process or procedure is flawed. This could be a systemic issue, where an Operational Blueprint document and the Child Support Guide outlines a process that when applied to the case does not achieve the intended outcome, for example the process may not be able to be applied in Cuba

When all the Categories and Issues have been finalised, Cuba will automatically categorise the entire complaint as upheld, partially upheld, not upheld, withdrawn or escalated.

• Upheld - If all the Categories and Issues are finalised as upheld the overall status of the complaint will be upheld
• Not upheld - If all the Categories and Issues are finalised as not upheld the overall status of the complaint will be not upheld
• Partially upheld - If the complaint includes Categories and Issues finalised as upheld, not upheld and withdrawn the overall status of the complaint will be partially upheld
• Withdrawn - If the customer indicates during any part of the complaints process that they want to withdraw the complaint, finalise the complaint as withdrawn
• Escalated - If the customer is not satisfied with the response to any of the Categories and Issues and wants to escalate, finalise the Category and Issue with an outcome of escalated, except for a Level 2 complaint. Level 1 behavioural complaints will have an outcome of escalated after they have been referred by the Service Officer to the relevant Team Leader.

See an example of multiple complaint outcomes on the Resources page.

Finalise the complaint.

Select the relevant remedy for the customer's complaint. See Remedies to be recorded in Cuba for more details about which remedy to select.

If a written response is required for a Level 2 complaint, see Finalise complaint and contact customer table of Level 2 complaints – Child Support.

A customer may give a compliment about:

• a specific Service Officer
• the service provided by Child Support, or
• a product

Record the compliment in the Communication window:

• Type: choose the method the compliment was received
• Reason: Provide Information
• Category: Communication
• Issue:
• Compliment Service Officer - a compliment about a specific Service Officer
• Compliment CSP - a compliment about Child Support services
• Compliment Prod - a compliment about a product

• For customer compliments about a specific Service Officer, also email details of the compliment to the Service Officer’s Team Leader or Service Support Manager (SSM)
• For Service Officer compliments to another staff member:
• record details of the compliment in the Staff Feedback Tool
• in the manager field include the names of the staff member’s manager and the SSM of the officer entering the details
• for help see Staff Feedback Tool