Executive correspondence about Child Support customers 277-17091500

ExCCS Program Support Officer (PSO) allocates the complaint, containing the due date, via Parliamentary Document Management System (PDMS) to the relevant ExCCS Service Officer using allocation principles An email generates to the ExCCS Service Officer to notify them of the allocation.

If Personalised Services (PS) manage a customer or they will be referred immediately, contact the PS Service Officer (PSO) as soon as possible to decide customer contact.

It may be appropriate for the PSO to contact the customer or for contact to be in writing only.

If the correspondence was sent to:

• CEO, go to Step 3
• SES, go to Step 5

Additional correspondence received

If additional correspondence is received before the response is sent:

• ExCCS Program Support Officer:
• Email the latest correspondence to the ExCCS Service Officer and copy the SSM. Request a review of the new correspondence to determine if it can be added to the existing Parliamentary Document record (PDR)
• ExCCS Service Officer:
• Read the correspondence to determine if new issues have been raised
• Discuss correspondence with the SSM and decide if it is appropriate to add the correspondence to the existing PDR or if a new PDR must be created. If new issues are raised, decide if additional time is required to respond to the new issues
• Email External Complaints - Child Support (ExCCS) and advise if the new correspondence must be added to the existing PDR and if an extension is required to the due date

If the new correspondence must be added to the existing PDR, ExCCS PSO will add it as an attachment in PDMS and make any necessary amendments to the due dates.

Open the No Further Action Required Ministerial/Executive Correspondence macro to create a document to support an NFA decision.

• Within 2 working days of being allocated a complaint, add a comment in PDMS to record the reasons for recommending no further action:
• Include date/s when issue/s were addressed in previous responses and the date customer was advised the issue/s would be read and filed but not responded to
• Assign the PDR to the ExCCS SSM for them to seek agreement from the ExCCS SM
• Document the NFA recommendation to the ExCCS SSM on the Feedback and Review window
• If ExCCS SM agrees to NFA a CEO/SES complaint the SSM will confirm the approval is documented and assign back to the Service Officer the finalise the complaint

Do all parties approve the NFA?

• Yes:
• Record the NFA decision in the Feedback and Review window
• Assign the Parliamentary Document Record (PDR) to Unit Co-ordination - External Complaints Child Support to close the PDR
• Finalise the complaint. See Complaints handling Cuba Process Help
• Procedure ends here
• No, record the decision in the Feedback and Review window. Go to Step 3

Within 48 hours of the correspondence being received by the agency:

• Prepare an acknowledgement letter using the PDMS template.
• Send the letter to the ExCCS SSM in PDMS to arrange ExCCS SM approval

Is the written response approved by both managers?

• Yes:
• ExCCS SM forwards the approved acknowledgement letter to the ExCCS SSM to forward to the ExCCS Service Officer
• ExCCS Service Officer, go to Step 4
• No, provide feedback of any required changes to the ExCCS SSM and ExCCS Service Officer, including timeframes for resubmission

Procedure ends here for ExCCS SSM and SM.

• Create a unique letter in Cuba:
• Remove any unnecessary formatting and paste the letter content into the unique letter
• Change the status to Pending and then Save
• Change the status of the letter to Deleted and select Save again
• Add a note the letter has been deleted because it was posted locally
• Record in the Feedback and Review window that the acknowledgement letter has been approved and sent to the correspondent
• Convert the letter to a PDF and save in:
• customer’s workload folder in the National share drive
• PDMS as an attachment

If any part of the complaint relates to an alleged privacy incident that has not been reported:

• Complete a Privacy incident notification form.
  Resources has a link to Privacy and Secrecy > Privacy Incident notification form
• If the originating area cannot be identified, the ExCCS Service Officer must manage the privacy incident to conclusion
• If a written response is required to a privacy incident, email the Privacy team outlining the issues requiring a response from Privacy. Privacy will provide specific words to address the Privacy aspect of the complaint within 48 hours

If any part of the complaint relates to reporting suspected fraud

If there is an allegation of staff fraud, advise the ExCCS SSM of the complaint details. The ExCCS SSM will evaluate if further escalation is required. Resources has a link to information about reporting staff fraud - Internal fraud.

Did the executive correspondence contain a fraud allegation tip-off?

• Yes. See the Fraud Referral taskcard in the Escalated and External Complaints SharePoint page to create a contribution request in PDMS.
  Assign the request to the Fraud business area
• No, if the allegation was received via phone, see Report Suspected Fraud and Corruption

• Investigate the complaint. Complete the Investigation plan macro and save a copy in the Feedback and Review window in Cuba
• Check all aspects of the case are up to date as per the Customer Management Approach (CMA) for Child Support
• Refer the case to National Intensive Collection Services if appropriate

For general technical enquiries, submit an online enquiry in Cuba using the Multicultural and Tailored Services Branch Technical Online Enquiry macro.

For urgent technical queries, contact a MATS Program Support Manager (PSM) by phone or chat message.

If the PSMs are not available, contact the Multicultural and Tailored Services Branch Service Support Officer or email Technical Support.

Report all systemic issues that have not yet been reported:

• Review the Operational Messaging System updates for issues impacting on the agency’s products and service delivery
• Search in the Network News Update for ICT system-related information
• Search the Systemic Issues Register for any existing record of the issue

Has a new systemic issue been identified?

• Yes:
• Complete the Systemic issues macro and forward the completed macro template to the email address outlined in the macro
• Record the action taken to refer the systemic issue in the Feedback and Review window
• No, record the consideration details on the Feedback and Review window

For complaints about ATO issues where there is a need to collaborate with the ATO about a complaint for the benefit of mutual customers, ExCCS Service Officers request contact with the ATO by emailing the ATO/Services Australia Complaint Support Template to External Complaints - Child Support (ExCCS)
See Resources for a link to the Services Australia/ATO Complaint Support Template.

The External Complaints - Child Support (ExCCS) team will forward the complaint to the ATO.

Note: the MOU makes provision for urgent enquiries, including sensitive complaints from customers experiencing vulnerability. If a request is urgent, note this in the referral request.

Before sending the request, the ExCCS Service Officer will obtain permission from the customer for Services Australia to contact the ATO on their behalf and advise the ATO of their identifying details (name, date of birth, CRN).

Approval required before ATO contact

To seek approval from the customer for Services Australia to contact the ATO:

• Advise the customer Services Australia must contact the ATO to try and resolve the complaint
• Ask the customer for their permission for Services Australia to liaise with the ATO and advise their identifying details (such as name, CRN, date of birth) about their complaint
• If the customer does not give permission for Services Australia to liaise with the ATO, advise the customer they must contact the ATO
• If the customer gives permission for Services Australia to liaise with the ATO:
• Advise the customer that liaison with the ATO does not guarantee their complaint will be resolved
• Advise the customer they do not need to contact the ATO and that the ATO will respond to Services Australia request for information within 5 business days of receiving the request
• Advise the customer that Services Australia intends to resolve complaints in 10 working days and will keep them informed of any delays
• Document in Cuba that the customer has agreed for Services Australia to contact the ATO

To seek written approval from the SSM to contact the ATO:

• Complete the ATO/Services Australia Complaint Support Template. See Resources for a link to the attachment.
  The template must:
• Only contain information about income and or impacts on the ATO. No other child support issues, such as care, access or payment should be recorded on the template
• Confirm the customer has given their permission for Services Australia to liaise with the ATO about the ATO related complaint issue/s
• Forward the completed template to the SSM
• Once approved, email the template to the External Complaints - Child Support (ExCCS)

Record this information in the Feedback and Review window.

Determine if there are any contact restrictions.

Check the customer case/s for:

• imposed service restrictions, see Personalised Services
• customer requesting not to be contacted by phone
• PS case management

Note: if managed in PS, contact the PSO to decide on customer contact. It may be appropriate for the PSO to contact the customer or for contact to be made in writing only

• Make at least 3 attempts to contact the customer by phone, using all available numbers including their place of employment, over 48 hours.
  For more information see Contact with Child Support customers
• Use the discussion with the customer to assist the investigation

Customer and staff safety

If a customer is aggressive or making threats, staff and customer safety is the top priority.

Talk to a manager or team leader, report the incident and access the support available to staff and customers.

Respond immediately if the customer is talking about self-harm or makes threats against others or property. See Security Incident Reporting and/or the Escalation Coordination team

For information on managing challenging behaviour, see:

• Customer aggression - Reporting and recording incidents
• Customer aggression - Escalating incidents
• Customer aggression - Prevention and management
• Customers talking about suicide or self-harm
• Family and domestic violence
• Social work service referral

Is the customer satisfied all of their issues have been addressed with a verbal response and they do not require a written response?

• Yes, go to Step 2
• No, see the Responding to an executive complaint in writing table

Has a verbal resolution been achieved with the customer?

• Yes, a written response is not required by the customer:
• Open the Verbal resolution macro and document the reasons
• Upload the verbal resolution output document to PDMS as an attachment
• Assign PDR to SSM for approval
• No, a written response is required by the customer, see the Responding to an executive complaint in writing table

Is the finalisation with a verbal resolution approved?

• Yes:
• Document approval in PDMS > Notes or Processing Instructions
• Assign the record to the ExCCS Service Officer and copy the SM and PSO or backup PSO if the PSO is not available
• No:
• Document the reason
• Assign the PDR back to the ExCCS Service Officer to prepare a written response

Has the finalisation with a verbal resolution been approved?

• Yes. Save a copy of the Verbal resolution document in:
• Cuba Feedback and Review window
• ExCCS Workload folder on the National share drive
• PDMS as a PDF attachment. Go to Step 5
• No, see the Responding to an executive complaint in writing table

• Complete the Finalisation summary macro and save a copy in the Cuba Feedback and Review window
• Assign the PDR to the Unit Co-ordination - External Complaints Child Support for Closing.
  Note: if it is CEO correspondence, it will be assigned the CEO office in PDMS by External Complaints - Child Support (ExCCS) with a note to advise the complaint has been resolved verbally
• Finalise the complaint in Cuba and a Complaints Feedback intray will automatically generate

Is feedback to the business required?

• Yes, see Step 4 in the Finalise complaint and sending feedback for an executive correspondence complaint table
• No,
• Delete the intray
• Procedure ends here

• Send the written response to the ExCCS SSM for approval via PDMS
• Add a summary of the issues raised in the Add/view Comments window in PDMS
• Assign agency response to the ExCCS SSM for approval
• Record in the Feedback and Review window that the draft has been sent for ExCCS SSM approval

Is the written response approved by all managers?

• Yes, see the Finalising complaint and sending feedback table
• No, consider the feedback provided, including timeframes, undertake changes and/or additions and re-submit to the ExCCS SSM

Consider the written response to ensure it is consistent with:

• Guide to Preparing and Handling Ministerial Correspondence
• Services Australia style guide
• ExCCS requirements for written responses

Is the written response approved?

• Yes:
• Assign the PDR to the ExCCS SM using PDMS.
  Copy in the ExCCS Program Support Officer and the ExCCS Service Officer
• Record in the Feedback and Review window that the draft has been referred to the ExCCS SM for approval
• No, provide feedback of any required changes to the ExCCS Service Officer including timeframes for resubmission

For the ExCCS SSM, procedure ends here

Consider the written response to ensure it is consistent with:

• Guide to Preparing and Handling Ministerial Correspondence
• Services Australia style guide
• ExCCS requirements for written responses

Is the written response cleared by the ExCCS SM?

• Yes, ExCCS SM assigns the PDR to the MATS National Manager (NM) using PDMS.
  Copy in the ExCCS Program Support Officer, ExCCS Service Officer and their SSM
• No, provide feedback of required changes to the ExCCS SSM including timeframes for resubmission

For the ExCCS SM, procedure ends here

Is the written response approved?

• Yes, assign the PDR to Unit Co-ordination - External Complaints Child Support
• No, assign the PDR or email for revision to the ExCCS SM.
  Include timeframes for resubmission

For the MATS NM, procedure ends here

• Record that the written response has been cleared
• Assign the PDR to the ExCCS Service Officer and their SSM for finalising

Review the NM approval and the written response:

• Identify changes that may have occurred on the case since the approval process commenced
  Note: if considerable changes have occurred the response may need to be sent to the ExCCS SM for further approval
• Check the letter for any errors and that the approved date and NM signature have been added
• Make amendments to the response as required
• Print the written response letter using the template on PDMS
• Send a copy of the finalised letter for Peer Review
• When the Peer Review is complete and any amendments made, send the letter to the customer including any other relevant information.
  Resources has links to forms and fact sheets

• Paste a copy of the response letter in the Feedback and Review window
• Create a unique centrally printed letter in Cuba:
• Remove the National Manager's electronic signature and any unnecessary formatting and paste the letter content into the unique letter
• Change the status to Pending and then Save
• Change the status of the letter to Deleted and select Save again
• Note that the letter has been deleted because it was posted locally
• Complete the Finalisation summary macro and save in the Feedback and Review window
• Delete Agency Response - NMR/Step 3 complaint intray
• Convert the letter to PDF and save a copy in customer’s workload folder in the National share drive
• Assign PDR to Unit Co-ordination - External Complaints Child Support via PDMS and/or to be ‘Published’, and ‘Closed’ on PDMS
• Advise the PSO (if applicable) that the approved written response is added to the customer’s case

When the complaint is finalised, reconsider if systemic issues have been identified and whether ongoing customer management is required.

• For Systemic issues in Child Support (dept.local) see Step 8 in the Managing executive correspondence received table
• For ongoing customer management, consider referral to a specialised area, for example:
• Personalised Services
• Child Support Intensive Collection Services
• Change of Assessment
• Objections

Note: for information about referring a customer see Customer referral guidelines for Child Support staff

For principles that must be followed when providing feedback, see Managing complaints and feedback > Principles of quality feedback.

• Consider the investigation outcome
• Despite not forming part of the complaint, feedback may still be required.
  For example, if a development need is identified for a Service Officer or it was determined the correct process was not followed.
  For more information, see Managing complaints and feedback
• When the complaint is finalised in Cuba a Complaint Feedback intray automatically generates

Is the communication an upheld or partially upheld complaint or a compliment?

• Yes, go to Step 5
• No, delete the Complaints Feedback intray. Procedure ends here

• Contact the Service Officer's Team Leader to discuss the potential feedback.
• Prepare feedback by completing the Complaints Feedback macro
• Paste contents into the notes section of the Staff Feedback Tool
• Include the name of the staff member’s manager and your SSM in the manager field
• Tick the Request Reply box. For more information see Staff Feedback Tool
• Record in the Feedback and Review window the feedback has been provided

Does a compliment also need to be recorded?

• Yes, go to Step 6
• No, for the ExCCS Service Officer, procedure ends here

If the customer gives a compliment about a Service Officer, the service provided by Child Support or a product, record the compliment in the Communication window:

• Type: Select how 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 staff member, also email details of the compliment to the Service Officer’s team leader/SSM.

If a Service Officer wishes to provide a compliment to another staff member, record details of the compliment in the Staff Feedback Tool. Include the names of the staff member’s manager and your SSM in the manager field. For more information, see Staff Feedback Tool.

For the ExCCS Service Officer, procedure ends here.