Recording feedback in the Staff Feedback Tool 111-24010000

The Staff Feedback Tool can be accessed using:

• the Services Australia intranet home page > My tools > Customer Service > Staff Feedback Tool

The Your Office field should automatically populate with the office of the person completing the form.

If the Your Office field is blank:

• look up the correct organisation unit with the SFT Org Unit lookup tool. See Resources for instructions, and a link to the tool
• enter the details in the Your Office field. Type the organisation unit name, not the org number or office code

If the Your Office field has incorrect details:

• do not change it
• keep completing the form and submit it
• contact the Service Delivery Quality Centre. See link in Resources

Staff whose ESSentials details are incorrect should speak to their line manager.

Officer field

If the feedback or compliment is about the actions of a specific staff member:

• enter their details in the Officer field by typing their user ID, name or email address. A validation box appears
• select their name from the validation box

For staff who have dual user IDs, enter their name or email address. For example, some Health Delivery Staff have both a P number and an alphanumeric user ID.

Leave the Officer field blank if:

• the officer is unknown
• the feedback is not about a specific staff member
• the staff member no longer works for the agency

Receiving Office field

The Receiving Office field should automatically populate based on the person in the Officer field.

If it does not automatically populate:

• look up the correct organisation unit with the SFT Org Unit lookup tool. See Resources for instructions, and a link to the tool
• enter the details in the Receiving Office field. Type the organisation unit name, not the org number or office code

Manager field

For most people, the manager will be their direct supervisor. If the direct supervisor is SES level, staff members must discuss the feedback with their own supervisor before completing the form.

The Manager field should automatically populate with the receiving officer’s manager.

If the Manager field does not automatically populate, and the manager is known, manually enter the manager’s details:

• enter their details in the Manager field by typing their user ID, name or email address. A validation box appears
• select their name from the validation box

If the Receiving Office or Manager field automatically populates with incorrect information:

• do not change it
• keep completing the form and submit it
• contact the Service Delivery Quality Centre. See link in Resources

There are two ways to complete the Service Details field.

Choose from a list of service details

• Select the Browse for a valid choice icon.  The Service Details window opens.
• Select the right facing arrow > beside the relevant service delivery brand or category. A submenu appears, showing a list of service categories underneath.
• Use the in each category to show more choices. If there are no more choices, these will be greyed out.
• Keep selecting the right-facing arrows beside categories to open up sub-categories. Narrow down the options until the most relevant service detail appears.
• Once the chosen service detail is visible, either:
• double click on the service detail
• select the service detail and then the Select button
• Select OK to return to the feedback form. The chosen service detail will appear in the Service Details field.

Type and select with predictive text

• If the name of the service detail is known, start typing the first few letters of the service detail into the Service Details field. While typing, a list of suggestions will appear below the field.
• Review the suggestions. If the most relevant service detail is there, select it. If it isn’t, double-check the spelling or service detail’s name.
• Be sure to select the correct service delivery brand or category. Centrelink, Child Support and Medicare options may be available for the same Service Detail. For example, Website is a valid option for all three service brands.

Select Feedback or Compliment from the Feedback Category drop down menu.

If the feedback relates to a specific customer:

• In the Customer Reference Number (CRN) field, record the:
• CRN - Centrelink Reference Number
• CSRN - Child Support Reference Number
• Medicare number
• Medicare Provider Number

In the Reference Number Other field enter any further identifying information, for example:

• Operational Blueprint reference
• NNU reference number
• Service Request numbers
• any other applicable Customer Numbers, e.g. for intertwined or duplicate records

Record the details of the feedback in the Notes field. The Notes field is a mandatory free text field.

What to include:

• a brief description of what happened
• what should have happened
• what was done well (if applicable)
• specific Operational Blueprint steps or items (if required)
• outcome or effect

Do not include customers’ or staff' identifying information in the Notes field unless it is reasonably necessary to improve the agency’s service delivery.

Complete the Review Officer Only section.

This section should only be completed by:

• Review Officers
• Objections Officers
• Part 6a Objections Officers
• Appeals Support Officers

This section allows for further details about the appeal/review/objection to support the feedback.

• Appeal Number/s: Enter any appeal numbers that are relevant to the feedback being provided
• Date Actioned: Enter the date of the decision, or select a date by using the calendar
• Status: Make a selection from the drop down options

For Child Support Objections, Part 6a and Appeals Support Officers:

• The Status options were designed for Review Officers and can be interpreted by Child Support Objections Officers as follows:
• Affirmed = Disallowed (that is, original decision affirmed)
• Set Aside = Allowed (that is, original decision set aside)
• Varied = Partially Allowed
• Review Not Completed = Withdrawn

If a reply is needed, tick the Request Reply checkbox. When the feedback has been finalised or closed, the system will send an email to the feedback provider. It will include a link to view the manager's response to the feedback.

Select the Send button to submit the feedback.

To view submitted feedback, select My Sent Items in the left hand menu.

To view a feedback item, select the hyperlinked feedback ID number.

Staff without manager access can only view feedback they have submitted.