Recording Child Support complaints and compliments in Cuba 277-09020060

Expand all

Contact details

Child Support Program Branch

Macros

Complaints handling

Feedback tool

Staff Feedback Tool – for staff feedback and compliments

Guide to the selection of categories and issues (other than behavioural complaints)

This drop-down menu describes the Categories and Issues to be used to record customer complaints in Cuba. If the complaint is about staff behaviour see Behavioural complaints Categories and Issues.

Select only the most appropriate Category and issue as this information is used to determine changes, training and development within Child Support. Record more than 1 Category if necessary, for example customer is complaining about Service Officer behaviour and care decision.

Assessment

Table 1: this table describes the Category and Issue to select to record a customer complaint about their assessment

Category	Issue	Description
Assessment	FAR/MAR	Child Support incorrectly accepting and or not accepting FAR to MAR application
Assessment	Relevant dependants	Complaints about Rel deps being incorrect (for example date added or not being added) or impact Rel deps has on the assessment
Assessment	Agreements	Limited and Binding – accepting of agreements or Child Support interpretations of agreements
Assessment	Affordability	The customer is unable to pay their ongoing liability or claims the assessment is unaffordable
Assessment	Care	Complaints relating to care decisions, calculation of care and impacts of care change
Assessment	Change of Assessment	Complaints about COA – not providing COA options, implementing COA decisions incorrectly on case, or COA process
Assessment	Costs of Children	Complaint about the cost of children – how it is applied to the assessment
Assessment	Court Orders	Complaints about implementation or interpretation of Court Orders
Assessment	Deceased Customers	Complaints about management of deceased customers
Assessment	Estimate Acceptance	Complaints about estimate decision – acceptance, refusal and invalid
Assessment	Estimate Review	Complaint about review if estimates – did not review, or how it was reviewed
Assessment	Estimate Reconciliation	Complaints relating to estimate reconciliations – process, timeframe, decision and outcome
Assessment	Income Used	Complaints around income – why and how income is used in the assessment
Assessment	Post Separation Costs	Complaints around post separation costs – was the customer made aware of this options, decision, implementation, etc
Assessment	Residency Determination	Complaints in relation to residence decision/determinations
Assessment	End	Complaints about ending, or not ending, an assessment

Business Tool/Process

Table 2: this table describes the Category and Issue to select to record a customer complaint about business tools and processes.

Category	Issue	Description
Business Tool/Process	Cuba	System errors (NNU) page, CRF, data exchange from FOA, etc.), lack of functionality
Business Tool/Process	Operational Blueprint	Procedure is unclear, incorrect, lacks specific info, or inconsistent
Business Tool/Process	The Child Support Guide	Complaint where the Child Support Guide is unclear, lacks specific info or is incorrect
Business Tool/Process	Documentation	Complaint that a record has not been made, or not documented on Cuba accurately

Collection

Table 3: this table describes the Category and Issue to select to record a customer complaint about collection.

Category	Issue	Description
Collection	s72A	Complaints about the issuing of s72A notices
Collection	Account Balance	Complaints where customer disagrees with the account balance or calculation of variations on the account
Collection	Centrelink Deductions	Complaints about Centrelink deductions – establishment, amount or ceasing deductions
Collection	NAPs/PNAPs	Complaints in relation to NAP or PNAP decisions or process
Collection	Discharge arrears	Complaints relating to discharge of arrears
Collection	Employer Withholding	Complaints in relation to EW – such as timeliness, process, contact with employer and Form 5 elections
Collection	Late payment penalties	Complaints about the application of LPPs or the remitting of LPPs
Collection	Overseas liabilities	Customer not agreeing with the assessment amount, account balance or collection
Collection	Overpayment	Customers complaining about overpayments- how they occurred and actions Child Support is taking to collect
Collection	Lack of collection	Payee complaining about inaction in relation to collection or enforcement from payer
Collection	DVA	Complaints about collection via Department of Veterans Affairs (DVA) pension or benefit
Collection	Opt In/Arrears	Customer does not agree with the opt-in decision or collection
Collection	Opt Out	Complaints relating to opt outs – collection of arrears after payee has opted out
Collection	EWA	Payee complaining Child Support is not collection via EWA or payer complaining that Child Support should not be collecting via EWA
Collection	Non-Pursuit	Payee complaining about the non-pursuit of payer debt
Collection	Payment arrangements	Payee complaining that Child Support is not collecting enough for arrears or payer complaining about affordability of payment arrangement
Collection	TRIPs	Complaints relating to collection via TRIPs – Interception, hardship decision, amount taken from TRIP

Disbursement

Table 4: this table describes the Category and Issue to select to record a customer complaint about disbursement.

Category	Issue	Description
Disbursement	Overpayments	Complaints from payee that they’re not receiving disbursements because of an overpayment
Disbursement	Refunds & manual	Complaints regarding to refunds and manual disbursement

Enforcement

Table 5: this table describes the Category and Issue to select to record a customer complaint about enforcement.

Category	Issue	Description
Enforcement	Departure Prohibition	Complaints from either payee or payer relating to enforcement via DPO
Enforcement	Litigation	Complaints about litigation actions, process or decisions

Legal/Policy

Table 6: this table describes the Category and Issue to select to record a customer complaint about a legislation or policy.

Category	Issue	Description
Legal/Policy	Child Support Leg	Complaints about the legislation, application of legislation, impacts on customers, inconsistencies, etc.
Legal/Policy	Child Support Policy	Complaints about a Procedure or process being followed that it not legislation

Non CSP Issues

Table 7: this table describes the Category and Issue to select to record a customer complaint about a non Child Support specific issue.

Category	Issue	Description
Non CSP Issues	Property Settlement	Complaints from customers regarding property settlement – that property settlement included Child Support – that property settlement was biased
Non CSP Issues	Access to Children	Complaints from parents relating to access issues
Non CSP Issues	Non CSP Legislation	Complaints from parents outside the Child Support legislation (for example Centrelink or Australian Taxation Office)
Non CSP Issues	Family Court	Complaints from customers regarding the family court process – decisions etc.

Other

Table 8: this table describes the Category and Issue to select to record a customer complaint about an issue that does not fit within 1 of the other categories.

Category	Issues	Description
Other	Other	To be used sparingly when no other category applies

Quality of Service

Table 9: this table describes the Category and Issue to select to record a customer complaint about the quality of service provided by the department.

Category	Issues	Description
Quality of Service	Advice	Inadequate, inaccurate or inconsistent advice
Quality of Service	Lack of Courtesy	Complaint about the manner in which an individual staff member interacted with a customer, not about a technical decision or process
Quality of Service	Case Management	Bouncing between Service Officers, not implementing contact preference, etc.
Quality of Service	Decision	Complaints about customer not being advised of the decision and also complaints about decision making process – not following legislation or policy including flawed decisions, statement of reasons, or not allowing for due process
Quality of Service	Bias	Lack of procedural fairness, alleged/perceived bias
Quality of Service	Inaction	Lack of action on information provided, not responding to correspondence or call, or following through on commitments made to customer
Quality of Service	Procedure	Not following, or inconsistently applying a procedure
Quality of Service	Lack of contact prior decision	Complaint about no contact/consultation
Quality of Service	Phone wait times	Complaints about length of phone wait times
Quality of Service	Referral Services	Customer complaint about referral services – Service Officer has not provided referrals or provided inappropriate referrals
Quality of Service	Restricted Service	Issues relating specifically to RACS service, difficulty in contacting RACS officer
Quality of Service	Processing Delay	Delays with processing (such as timelines), for example error correction, COA, Objection, care changes or NAPs

Registration

Table 10: this table describes the Category and Issue to select to record a customer complaint about registration.

Category	Issue	Description
Registration	Eligibility	Complaint about the eligibility of a new registration, including complaints about ineligibility
Registration	Proof of Parentage	Complaints about POP decisions, process or timeframes for new registrations
Registration	Non-Parent Carer	Complaints about eligible, process, etc. for a new registration with non-parent carer
Registration	Care	Complaint that FAO care used is incorrect or delays with FAO care when registering case
Registration	Application	Complaint about Child Support application process
Registration	Family Violence	Complaint about family and domestic violence issues – for example not recording

Review

Table 11: this table describes the Category and Issue to select to record a customer complaint about a review.

Category	Issue	Description
Review	Gen Objection	Complaints about general objections review process
Review	Part 6A Objection	Complaints about part 6A objections review process
Review	ART Appeals	Complaints relating to ART appeals review process
Review	Compo / Waiver	Complaints about the compo/waiver process or decisions
Review	Complaints	Customer is not satisfied with the process or outcome of a complaint (step 1, 2 or 3)
Review	FOI	Complaints relating to FOI process
Review	Privacy	Complaints about privacy

Service Channel

Table 12: this table describes the Category and Issue to select to record a customer complaint about a particular service channel.

Category	Issue	Description
Service Channel	CSAonline	Includes access to, reliability/stability of and functionality of CSAonline and myGov
Service Channel	Services Australia website	Complaints about the Services Australia website, including ease of finding information or forms, functionality
Service Channel	Letters	Complaints about letter content, wording, readability and delivery
Service Channel	Premises	Complaints about Service Centre and counter services – location, access to, condition of premises or services offered
Service Channel	Survey	Complaints about survey – ease of completing, ease of opting out of survey and finding information regarding survey
Service Channel	Telephony	Complaint relating to telephony such as calls dropping out, quality of phone connection or IVR messages
Service Channel	Outreach	Complaints about Outreach service – access to service – content of service – issues regarding any follow-up from service
Service Channel	InfoServe	Complaints about the Child Support info service including access, reliability, stability and functionality or service
Service Channel	Forms	Complaints about the access to or functionality of Child Support forms

Selecting behavioural complaint Categories and Issues

Table 13: this table describes the behavioural complaint Categories and Issue. Note: behaviour is not a category for recording complaints in Cuba. Behavioural complaints are recorded under the category of Quality of Service, and then 1 of the following Complaint Issues:

Category	Issues
Advice	This complaint can be about either an individual staff member or the Child Support program. Specifically that a customer thinks they received inadequate, inaccurate or inconsistent advice and aligns with the department’s Service Commitments of ‘Quality Information’. For example, a customer may complain that as a result of incorrect and/or conflicting advice provided by individual staff, they were not able to make an informed choice about their Child Support assessment or collection options. In this discussion advise of the Child Support Guide the agency’s guide to the administration of the Child Support Scheme available to customers. Also offer the customer Self service options. A complaint about advice could be about the Child Support program, such as a different advice provided in separate system generated letters or on the website. In these cases consider using the following complaint category and issues: Service Channel – CSAonline Service Channel – Services Australia website Service Channel – Letter Service Channel - InfoServe Service Channel – Forms Business Tool/Process – The Child Support Guide Legal/Policy – Child Support Legislation
Lack of Courtesy	This is a complaint about an individual staff member, who in a conversation with a customer or in unique written correspondence was not courteous. This relates to the agency’s Service Commitments of Respect, including that staff will treat customers with courtesy and respect, listen, recognise the diversity of the community and adhere to the Values of the Australian Public Service. If the complaint is about a Cuba generated letter it should be recorded under the following category and issue: Service Channel – Letters
Case Management	This complaint can be about either an individual staff member or the Child Support program. This type of complaint relates to the department’s Service Commitments of Easy Access to Services and Efficiency. An individual staff complaint under this category would be about a staff member not applying the Customer Management Approach (CMA) for Child Support – not applying the 5 key features of the approach and it resulted in not all of the customer’s issues being addressed, duplication in effort by multiple service officers, and/or unnecessary customer transfers between business areas. A Child Support program complaint not specific to an individual could also be about the Customer Management Approach (CMA) process itself being applied correctly. For example, a customer wanting case management rather than issue management.
Decision	This complaint can be about either an individual staff member or the Child Support program. This type of complaint relates to the department’s Service Commitments of Quality Information and Fair and Transparent Services. An individual staff member decision complaint would be about a decision that does not follow Operational Blueprint content, including a staff member not explaining review options to customers if they think a decision is wrong. It can also refer to the staff member: not advising the customer of a decision, and not undertaking a proper decision making process: making flawed decisions not following legislation or policy not allowing for due process A Child Support program decision complaint, would be when the relevant Operational Blueprint information was followed by staff, but the customer continues to be dissatisfied with the decision. Complaints about lack of contact prior to a decision should be recorded under that complaint issue. Some complaints about decisions may need to be recorded as 2 separate issues, when a more specific category and issue is available. For example: For more information see the Guide to the selection of Categories and Issues table.
Lack of contact prior decision	This complaint can be about either an individual staff member or the Child Support program. This type of complaint relates to the agency’s Service Commitments of Quality Information and Fair and Transparent Services. An example of an individual staff member complaint would be a staff member making a decision without following the Contact with Child Support customers process. Specifically, the complaint could be that a decision was made without 3 contact attempts over 48 hours, without appropriate messages, a please contact letter, and a 14 day auto-unlock period. As an outcome, a customer was not able to contribute to a decision, ask questions about the decision or receive information about their review options as per the Finalisation guidelines for Child Support staff. A Child Support program complaint would be when the relevant procedure was followed by staff, but the customer continues to be dissatisfied that a decision was made without talking with them. For example wanting more than 3 contact attempts over 48 hours, messages left on voicemail, a please contact letter, auto unlocking of 14 days and a decision outcome letter that advised of Objection rights.
Bias	This complaint can be about either an individual staff member or the Child Support program. This type of complaint relates to the agency’s Service Commitments of Quality Information and Fair and Transparent Services. An individual staff member bias complaint would be that a customer believes that a staff member made a decision that was influenced by a personal bias or perceived discriminating against them. A Child Support Program bias complaint would include that a customer is of the view that the Child Support scheme or Child Support procedures favour 1 parent over another. Some complaints about bias may be better recorded under the following category and issues: Legal/Policy - Child Support Legislation Legal/Policy - Child Support Policy Assessment - Costs of Children Assessment - Care Non CS Issues - Property settlement Non CS Issues - Access to children Non CS Issues - Non CS Legislation Non CS Issues - Family Court
Inaction	This complaint can be about either an individual staff member or the Child Support program. The complaints relate to the agency’s Service Commitments of Efficiency. Specifically that the agency has not resolved a customer's enquiry in a timely manner, not actioned information provided, not responded to a letter or call, or not followed through on commitments made to a customer. An example of an individual staff member inaction complaint would be that a customer was told they would receive a call back in 48 hours and a call was not made. A Child Support program inaction complaint would include that due to high customer demand a customer has not received a response in a timely manner. This is not attributed to an individual staff member's lack of action. Some complaints about inaction may be better recorded or also recorded under the following category and issues: Quality of Service - Phone wait times Collection - Lack of collection Assessment - Estimate reconciliation Business Tool/Process – Cuba
Procedure	This complaint is about an individual staff member not following, or inconsistently applying procedures, including the use of a macro. These complaints relate to the agency’s Service Commitments of Fair and Transparent services and Quality Information. If the correct (as reflected in documented Child Support Smart Centre) policy or procedure has been followed then 1 of the following category and issues should be used, not attributing the complaint to an individual staff member. Legal/Policy - Child Support Legislation Legal/Policy - Child Support Policy
Phone wait times	This complaint can be about either an individual staff member or the Child Support program. These complaints relate to the agency’s Service Commitments of Fair and Transparent Services and Easy Access to Services. An individual staff member complaint may be that a Service Officer has not provided an appropriate referral as defined within the following procedures: Customer referral guidelines for Child Support staff Service referrals for Child Support customers A Child Support program complaint may be that although the procedures were followed, the customer was not able to access the service they needed.
Referral Services	This complaint can be about either an individual staff member or the Child Support program. These complaints relate to the agency’s Service Commitments of Fair and Transparent Services and Easy Access to Services. An individual staff member complaint may be that a Service Officer has not provided an appropriate referral as defined within the following procedures: Customer referral guidelines for Child Support staff Service referrals for Child Support customers A Child Support program complaint may be that although the procedures were followed, the customer was not able to access the service they needed.
Restricted Service	This complaint can be about either an individual staff member or the Child Support program. These complaints relate to the agency’s Service Commitments of Fair and Transparent Services and Easy Access to Services. An individual staff member complaint may be about a staff member not correctly applying a documented restricted servicing arrangement (RSA) for a customer managed in Personalised Services. Complaints about this issue should be referred to Personalised Services. A child support program complaint may be about restricted service decision made in Personalised Services. A child support program complaint may also be about a level of service provided to a customer with a Restricted Access Customer (RACS) indicator. See Potential RACS and review RACS classification table in Restricted Access Customer System (RACS) to manage this issue.
Processing Delay	This complaint can be about either an individual staff member or the Child Support program. These complaints relate to the agency’s Service Commitments of Easy Access to Services and Efficiency. An individual staff member complaint could be a delay in processing a decision by a service officer, such as the deletion of an intray or unlocking a customer without following the Finalisation guidelines for Child Support staff. The complaint could also be about the Child Support program, such as a delay in fixing a Cuba error, a backlog in Change of Assessment or Objection decisions, a tax refund interception not allocated for action, or a disbursement error reflected on the NNU etc. Some complaints about processing delays may be better recorded under the following category and issues: Business Tool/Process - Cuba Assessment - Change of assessment Assessment - Estimate review Assessment - Estimate reconciliation Assessment - Income used Collection - Centrelink deductions Collection - Employer withholding Collection - Late payment penalties Collection - Lack of collection Disbursement - Overpayments Review - General Objection Review - Part 6a Objection Review - ART Appeals Review - Compensation/Waiver Review - Complaints Review - FOI Review – Privacy

Locating the correct source of issue

When finalising a complaint select a source of issue in Cuba. This should reflect the business area, product, policy, individual or service that lead to the complaint reasons. Often there are multiple sources – select the 1 that most contributed to the complaint. This is not an indication of whether a complaint is upheld or not, it just reflects the triggers for normal complaints. This helps Services Australia understand our customer’s feedback.

The accurate identification of source of issue when finalising complaints, allows the agency to understand what leads to customer complaints. Source of issue needs to include Cuba details including Region / Office / Stream – Team and Position. Note: the source should only be allocated to an individual staff position when you have confirmation from both the customer and through your review that this is main contributor to the complaint. If the complaint source was not an individual service officer, choose a Cuba position that is not an individual, that is a ‘none’ pool or allocation position in a team.

If the source of issue is unclear, take the following steps to identify the source:

check the customer transfer history
check RAS for any actions or notes on intrays
if it is about a staff member but that has moved business lines, contact the Service Officer's current Team Leader to discuss where the staff member was located when the reason for the complaint occurred
check notepads for signature blocks and user identification numbers
use Microsoft Teams or Outlook to determine which team or business line someone works in and their manager's details

Recording the correct source of issue

Use the dropdown menu to select the type of complaint the source of issue relates to.

Individual Service Officer

Table 14: this table describes how to record the source of issue in Cuba for a complaint about an individual Service Officer.

Field	Information
Region	If the Service Officer is in the same team, select their current Cuba Position. If they have moved teams or business lines, select the region and team that the Service Officer was in at the time of the service that led to the complaint. If the team the Service Officer was in at the time of the complaint no longer exists, select the team the Service Officer is currently in.
Office
Stream/team
Position

Policy/legislation

Table 15: this table describes how to record the source of issue in Cuba for a complaint about both agency and non-agency policy and legislation. Examples of non-agency policy and legislation taxation and Family Law.

Field	Information
Region	National Office
Office	National Office
Source/team	Policy Team
Position	A-SOURCE OF ISSUE

Agency procedure

Table 16: this table describes how to record the source of issue in Cuba for a complaint about agency procedure.

Field	Information
Region	National Office
Office	National Office
Source/team	DH Quality Prod & Serv
Position	A-NONE

Management of a privacy incident

Table 17: this table describes how to record the source of issue in Cuba for a complaint about the management of a privacy incident. This includes privacy concerns with research or a customer mail-out.

Field	Information
Region	National Office
Office	National Office
Source/team	National Privacy Tm
Position	A-SOURCE OF ISSUE

Letters and forms

Table 18: this table describes how to record the source of issue in Cuba for a complaint about letters and forms.

Field	Information
Region	National Office
Office	National Office Note: unique letters should be attributed to the author or Service Officer’s team
Source/team	DH Quality Prod & Serv
Position	NONE

ICT service (including Cuba), data exchange and known NNU issues

Table 19: this table describes how to record the source of issue in Cuba for a complaint about ICT service (including Cuba), data exchange and known Network News Update (NNU) issues.

Field	Information
Region	National Office
Office	National Office
Source/team	DH Bus Systems Interface
Position	NONE

Known telephony issues on NNU

Table 20: this table describes how to record the source of issue in Cuba for a complaint about known telephony issues on the Network News Update (NNU).

Field	Information
Region	National Office
Office	National Office
Source/team	OP W-Force Sched
Position	NONE

CSAonline

Table 21: this table describes how to record the source of issue in Cuba for a complaint about CSAonline.

Field	Information
Region	National Office
Office	National Office
Source/team	DH CSAonline My Gov
Position	A-MYGOV COMPL RECEVIED

COA delays

Table 22: this table describes how to record the source of issue in Cuba for a complaint about Change of Assessment (COA) application delays.

Field	Information
Region	National Office
Office	National Office
Source/team	SP SAS NATIONAL COA COMPLAINTS
Position	A-COMPLAINTS FINALISED

International Service Central Authority

Table 23: this table describes how to record the source of issue in Cuba for a complaint about Services Australia International Service Central Authority.

Field	Information
Region	International
Office	International Hobart
Source/team	MC S003 CENT AUTH TM 1
Position	A-COMPLAINTS FINALISED

International Service Residency Team

Table 24: this table describes how to record the source of issue in Cuba for a complaint about Services Australia International Service Residency Team.

Field	Information
Region	International
Office	International Hobart
Source/team	NC S003 RESIDENCY TM1
Position	A-COMPLAINTS FINALISED

International Overseas Team

Table 25: this table describes how to record the source of issue in Cuba for a complaint about Services Australia International Overseas Teams.

Field	Information
Region	International
Office	International Hobart
Source/team and position	NO S001 OVERSEAS TM A – COMPLAINTS FINALISED

A business line process decision not reflected in Operational Blueprint or a business line processing delay

Table 26: this table describes how to record the source of issue in Cuba for a complaint about a business line process decision, not reflected in Operational Blueprint or a business line processing delay

Field	Information
Region	National Office
Office	National Office
Source/team and position	Mainstream Services: MC SMCN NATIONAL MCS A – COMPLAINTS FINALISED New Customers: NC NAT NEW CUSTOMERS A – COMPLAINTS FINALISED Objections: OP NAT OBJECTIONS COMP A – COMPLAINTS FINALISED Intensive Collection Services: SNON NAT ICS COMPL A – COMPLAINTS FINALISED External SCOs: SP NATIONAL CDM TEAM 1 Specialised Assessment Services (SAS): Change Of Assessment (COA): SP NAT COA COMPLAINTS A – COMPLAINTS FINALISED General Objections: SP NAT GEN OBJ COMP A – COMPLAINTS FINALISED Part 6a Objections: SP NAT PT6A COMPLAINTS A – COMPLAINTS FINALISED

Phone queue wait times

Table 27: this table describes how to record the source of issue in Cuba for a complaint about phone queue wait times.

Field	Information
Region	National Office
Office	National Office
Source/team	MC SMCN NATIONAL MCS
Position	A – COMPLAINTS FINALISED

ATO Amended Taxable Income

Table 28: this table describes how to record the source of issue in Cuba for a complaint about an Australian Taxation Office (ATO) amended taxable income.

Field	Information
Region	National Office
Office	National Office
Source/team	DH BUS SYSTEMS INTERFAC
Position	A – ATO COMPLAINTS

Freedom of Information (FOI) process

Table 29: this table describes how to record the source of issue in Cuba for a complaint about the FOI process.

Field	Information
Region	NSW/ACT
Office	Sydney Office
Source/team	CR SFT1 FOI SYD TM
Position	Z – ACCESS POINT

Pluto

Table 30: this table describes how to record the source of issue in Cuba for a complaint about Pluto.

Field	Information
Region	National Office
Office	SAP Roll Out
Source/team	DH SAP Roll Out
Position	SAP Roll Out

Remedies to be recorded in Cuba

Table 31: this table sets out the complaint remedies to be recorded in Cuba.

Remedy	Definition
Apology	The customer has been provided with an apology for the issue/s raised in their complaint.
CORF/Error Correction	A Cuba response from or error correction submission has been completed to address the customer’s complaint.
Cuba Processing	Actions taken to record or amend Cuba entry to correct issue.
Correct Delay/Inaction	The delay has been resolved by escalating/completing outstanding work identified by the customer as incomplete.
Debt outcome achieved or Collection Outcome/Referral	A voluntary collection outcome has been achieved or a referral made to address the outstanding child support.
Services Australia referral	The customer has been referred to Centrelink or Medicare for resolution of their complaint.
Collection/Enforcement	An enforced collection outcome was achieved to address the complaint issue.
External Referral	The customer has been referred to an external provider for support.
Individual Feedback	A staff member has been provided feedback (or will be) regarding the customer’s complaint.
Policy Feedback	As the customer’s complaint was related to a policy issue, feedback has been added to iRegister.
Service Delivery Feedback	As the complaint issue cannot be attributed to an individual staff member, feedback has been provided to the relevant service area.
Information	The customer has been provided information to help them understand the relevant legislation, policy, process and any appropriate review options.
Internal Referral	The customer’s issue has been referred to a Child Support specialist team for resolution, such as Change of Assessment, Specialised Care, Objections and Personalised Services.
iRegister	The customer’s feedback or suggestion has been added to the iRegister.
Payment	Action has occurred to provide a disbursement or refund to the customer.
Refer to owning team for action	The customer’s complaint has been referred to the owning team for action.

Example of multiple complaint outcomes recorded in Cuba

Table 32: this table describes an example where a customer complains about multiple issues and demonstrates the Category, Issue and Outcome of the complaint in different scenarios. The following scenario illustrates the 5 possible complaint outcomes.

Complaint and outcome	Description
Complaint	Customer complaint with multiple issues A customer complains about a care decision. They claim they were not contacted prior to the decision. The customer also claims they called several time to discuss the issue but their case officer did not call back. The customer says that when they finally made contact with the Service Officer, the Service Officer was rude and aggressive. Customer complaint 1 - they were not contacted prior to the decision: Category - Quality of Service Issue - Lack of contact prior to decision Customer complaint 2 - Service Officer did not call the customer back: Category - Quality of Service Issue - Inaction Customer complaint 3 - behaviour of Service Officer: Category - Quality of Service Issue - Lack of Courtesy
Example 1 – Complaint upheld (Level 2) or escalated (Level 1)	Upheld (for Level 2) or Escalated (for Level 1) The investigation confirms the customer was not contacted to discuss the decision. There is evidence that the customer called several times after the decision and the Service Officer did not return the calls. The recording of the subsequent call from the customer shows the Service Officer was rude to the customer. The investigation substantiates the customer’s 3 issues. Categories and Issues is finalised individually as upheld. Therefore Cuba automatically classifies the overall result of the complaint as upheld.
Example 2 – Complaint partially upheld	Partially upheld The investigation shows the Service Officer never called the customer, before or after the decision. The call recording of the initiating call demonstrated the Service Officer provided a professional level of service. The Customer's complaint (complaint 1 and 2) is finalised as upheld and complaint 3 as not upheld. Cuba automatically classifies the overall result of the complaint as partially upheld.
Example 3 – Complaint not upheld	Not upheld The investigation shows the Service Officer made several attempts to call the customer before and after the decision and left several messages. The call recording showed the Service Officer was polite and tried to explain the decision. As the investigation does not confirm any of the customer's claims. All 3 individual Categories and Issues are finalised as upheld. Cuba automatically classifies the overall result of the complaint as not upheld.
Example 4 – Complaint withdrawn	Withdrawn If the customer advises during the complaint process that they do not want to proceed with their complaint, all 3 Categories and Issues are finalised as withdrawn. If the customer only wanted to withdraw the behavioural part of the complaint (complaint 3) complaint 3 is finalised as withdrawn and complaint issues 1 and 2 investigated.
Example 5 – Complaint is escalated	Escalated If the 3 complaints are finalised as upheld but the customer escalates complaint 3. For example customer requests to speak with a Team Leader or Complaints officer: complaint 1 and 2 are finalised as upheld complaint 3 is finalised as escalated Cuba automatically classifies the overall result of the complaint as escalated.

Operational Information