Level 1 - Manage complaints and feedback 104-02020000

Feedback includes complaints, compliments and suggestions. Customers, third parties and health professionals can give feedback:

• by phone, go to Step 2
• face to face, go to Step 3
• online, go to Step 4
• in writing, go to Step 5
• tell us what you think form, go to Step 6

Feedback provided by phone is received:

• through the agency’s Complaints and Feedback line
• via the agency's general business phone lines, inbound and outbound
  
  Note: if a Service Officer receives a complaint or feedback call and they have not completed Managing Complaints and Feedback training, cold transfer the caller to the most appropriate Complaints main business line. If the customer is distressed or in a vulnerable situation, a warm transfer may be more appropriate.

If the customer is calling about an existing Level 2 complaint:

• tell them their call will be transferred to a Service Officer in the Escalated Complaints Team
• warm transfer the customer to the Employee Responsible. If the Service Officer is not available, use the Services Australia Workspace to transfer the customer to Level 2 Centrelink Complaints or Medicare Complaints Lvl2
• procedure ends here

If the customer requests their feedback be withdrawn, see Step 8 in Table 2.

See Table 2.

This can be in a Service Centre or during an outreach activity.

Face-to-face staff record feedback in real time via the CFT. When unable to record the feedback, they will provide customers with a printed Tell us what you think form.

If the customer requests their feedback be withdrawn, see Step 8 in Table 2.

See Table 2.

Customers can lodge feedback using the Submit a complaint or provide feedback service through:

• their Centrelink or Medicare online account (web or Express Plus Apps), or
• the Services Australia website

Note: Medicare online feedback is only unauthenticated.

Actioning online complaints and feedback

• Centrelink complaints processing skill-tagged staff manage Centrelink online complaints and feedback
• Medicare Local Peer Support (LPS) manage Medicare online complaints and feedback

See Level 1 - Online feedback.

Written feedback includes:

• letter or fax
• correspondence attached to a form
• notes written on a form
• Tell us what you think form, go to Step 6

The receiving site or team of the written feedback manages and records the feedback using first contact resolution principles. Summarise the feedback in the CFT and scan and attach the written feedback to the CFT record.

If the feedback relates to another service brand, see Step 6 in Table 2

If the customer requests their feedback be withdrawn, see Step 8 in Table 2.

If the Service Officer does not have the capability to action the work item, follow the process in Reallocate complaint, if required.
Note: feedback items under the Centrelink General Payment and Services skill tag must not be reallocated. If required, seek assistance as outlined in Tier 0 technical support - self-sufficiency.

Feedback written in a language other than English

If the feedback is written in a language other than English, the Service Officer needs to:

• request the feedback be translated, see Translation of documents
• record an entry in the CFT and assign themselves as the employee responsible in the parties involved tab
• set an on-hold date for 10 business days in the details tab:
• if the translation has not been finalised within 10 business days, send a follow up email to Language Services
• when the translation is returned, see Table 2

See Table 2.

Staff in a service centre can provide a customer with a printed Tell us what you think form. Record completed forms in the CFT, scan and attach the written feedback to the CFT record.

Outreach or Specialist staff can provide and assist customers to complete the form. They need to record the feedback when they return to the office. The receiving site or team manages the feedback.

Outreach and specialist staff include:

• Social Workers
• Community Engagement Officers
• Indigenous Service Officers
• Multicultural Services Officers
• Prison Liaison Officers

If the customer requests their feedback be withdrawn, see Step 8 in Table 2.

See Table 2.

Assess the feedback to determine if it is a complaint, compliment or suggestion.

If the feedback is:

• from a restricted access record customer, see Table 3
• from a customer with a managed service plan, see Table 3
• a complaint, see Table 4
• a compliment, go to Step 2
• a suggestion, go to Step 3
• a general enquiry, go to Step 4
• for another:
• Service Brand, go to Step 6
• government department or agency, go to Step 7
• to be withdrawn, go to Step 8

All compliments are finalised at Level 1.

Received by phone

• Thank the customer for taking the time to provide the compliment. Tell the customer their feedback will be passed on to the staff member and their manager or business area
• Staff can record compliments about themselves in the CFT if a manager is not available to take the feedback about the staff member
• Record the compliment in the CFT, using the Complaints and feedback index

Received in writing

• Record the compliment in the CFT, using the Complaints and feedback index

All suggestions are finalised at Level 1.

Received by phone

• Thank the customer for taking the time to provide the suggestion. Tell the customer their suggestion will be forwarded to the appropriate business area for consideration.
• Record the suggestion in the CFT, using the Complaints and feedback index

Received in writing

• Record the suggestion in the CFT, using the Complaints and feedback index

Contact from a customer that is not intended to be a complaint, compliment or suggestion is a general enquiry.

Enquiry or complaint?

Consider the following to assess whether a customer is making a general enquiry or a complaint:

• The manner in which the customer communicates or expresses the issue/s
• The urgency of the issue/s raised
• The potential or actual impact of the identified issue/s on the customer
• Prior or ongoing attempts at resolution through regular business processes

Use the following as a guide to assess whether to treat the contact as a complaint:

• Did the customer state, I want to make a complaint or similar statement?
• Are there previous complaints recorded about the same issue
• Did they mention a problem/error or issue with a product or service?
• Did the customer express dissatisfaction?
• Was there mention of previous attempts to resolve the issue? (previous contact, information provided etc.)

Note: customers do not get the option to provide general enquiries online.

Is the contact a general enquiry?

• Yes, go to Step 5
• No, see Table 3

If the general enquiry is from a Member of Parliament, record the feedback in the CFT, see Step 5 in Table 4.

Centrelink general enquiry

Do not record the enquiry in the CFT.

Action required:

• Confirm the customer has a general enquiry and not a complaint, compliment or suggestion
• Manage the customer's general enquiry by providing general information
• Transfer the customer to the appropriate main business line if the subject matter is out of scope
• Tell the customer the Complaints and Feedback line is only for the lodgement of feedback
• Give the customer the correct contact information for future enquiries
• Give the customer information about self-service options if appropriate

Does the customer record need updating?

• Yes, follow business as usual practices
• No, add the following Fast Note – select Auto text > Customer Relations Unit >Updates> CRU Staff General Enquiry. No update made

Procedure ends here for Level 1.

Medicare general enquiry

Do not record the enquiry in the CFT or the Consumer Directory Maintenance System.

Action required:

• confirm the customer has a general enquiry and not a complaint
• tell the customer the Complaints and Feedback line is only for the lodgement of complaints and feedback
• provide the customer with the correct contact information for future enquiries
• provide information about self-service options if appropriate
• transfer the call to the relevant Medicare main business line

Procedure ends here for Level 1.

When feedback is for another Service Brand within the agency, refer the feedback to the correct program to manage.

Customer is on the phone

• Transfer the call to the correct area - Centrelink, Medicare or Child Support
• Procedure ends here

Customer is not on the phone

• Send a Complaint Action required email via the External Channel Email in the CFT to Level 2 Complaints. Request action by the relevant program and ask for the entry to be removed from reporting:
• Email subject line: Incorrect Service Brand – CFT ID <80xxxxxxxxx>
• Email body of text: This complaint relates to (Centrelink/Medicare/Child Support). Notes have been added to the CFT entry. Please forward to appropriate service area and remove from reporting
• Send an approved ‘incorrect-service-brand’ email or letter to the customer
• Send the email from the Customer Comments mailbox with a classification of OFFICIAL. Do not change the email template, except to add the CFT ID and any prompted instructions. For access to the Customer Comments mailbox, see Table 7
• Attach the email to the feedback entry
• If the customer has a nominee:
• prepare an approved 'NOM copy of Email sent to customer' letter or 'NOM incorrect service brand' letter
• print and post the letter to the nominee
• attach the letter to the feedback entry
• Document the CFT:
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Action Taken/Response Provided
• Record ‘Feedback relates to (Centrelink/Medicare/Child Support). Feedback will be passed onto the appropriate program. Notified the customer (and nominee/representative, if applicable) by (email/ letter). A request to have this entry removed from reporting has been sent.’
• Select Save
• Finalise the feedback:
• Update Remedy details tab. Use the Remedy Provided drop down to select Action Taken and Internal Referral. In the free text field, type 'Other Service Brand'
• Update Details tab. Change the feedback status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date
• Select Save
• If feedback is recorded in Medicare incorrectly, check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators in the CDMS
• Procedure ends here for Level 1

If the feedback is for an agency or government department outside Services Australia, refer the customer to the correct organisation.

Search for contact information using:

• the Useful Internet Links page under the ‘Government’ heading
• useful contact information
• internet search

Is the customer on the phone?

• Yes, tell the customer the details of the correct organisation
• No, contact the customer to tell them the correct organisation details
  If unable to call the customer or the contact is unsuccessful:
• Send an approved ‘other agencies complaint response’ email or letter to the customer after inserting the other government department contact details
• Send the email from the Customer Comments mailbox with a classification of OFFICIAL. Do not change the email template, except to add the CFT ID and any prompted instructions. For access to the Customer Comments mailbox, see Table 7
• Attach the email to the feedback entry
• If the customer has a Centrelink Nominee or Medicare Representative, prepare an approved ‘NOM copy of Email sent to customer’ letter or ‘NOM incorrect service brand’ letter.
  Print and post the letter to the nominee
  Attach the letter to the feedback entry

Update the CFT entry

• Document the CFT:
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Action Taken/Response Provided
• Record ‘This feedback relates to an agency outside Services Australia. Notified the customer (and nominee/representative, if applicable) by (email/ letter/ phone). A request to have this entry removed from reporting has been sent.’
• Select Save
• Finalise the feedback:
• Update Remedy details tab. Use the Remedy Provided drop down to select Action Taken and Internal Referral. In the free text field type ‘Other agency’
• Update Details tab. Change the feedback status to Finalised and use the appropriate selection for the Outcome channel. Add an Acknowledgement date
• Select Save
• Medicare staff: If the feedback was recorded in the Medicare system, check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators in the CDMS.

Email level 2 complaint

• Send a Complaint Action required email via the ‘External Channel Email’ in the CFT to Level 2 Complaints requesting action by the relevant program and ask for the entry to be removed from reporting
• Email subject line: Agency outside Services Australia – CFT ID <80xxxxxxxxx>
• Email body of text: This complaint relates to an agency or government department outside Services Australia. Notes added to the CFT entry. Please remove from reporting.

See Table 9.

A customer may contact the agency and request their feedback be withdrawn. This may be because, but not limited to, they:

• were upset about something at the time they lodged the feedback and have since reconsidered lodging the feedback, or
• did not realise a feedback item had been recorded

Discuss with the customer why they are requesting the feedback be withdrawn. Feedback can be either:

• Removed from reporting (the feedback is still visible on the customer’s record, but will not be included in any of the agency’s reporting), or
• Disassociated from the customer’s record (the feedback has all customer identifying information removed)

Note: feedback records cannot be ‘deleted' from the Customer Feedback Tool.

If the customer wants to proceed with withdrawing the feedback, send a Complaint Action required email via the 'External Channel Email' in the CFT to Level 2 Complaints requesting the entry to be removed from reporting or disassociated from the customer’s record.

• Email subject line: ‘<REMOVE FROM REPORTING><DISASSOCIATE FEEDBACK>- CFT ID <80xxxxxxxxx>'
• Email body of text: 'The customer has requested this feedback be <REMOVED FROM REPORTING><DISASSOCIATED FROM THEIR CUSTOMER RECORD>. Refer to the Notes History tab for full details.’
• A Message from webpage error may display. Select OK. When returned to the Customer Feedback Tool, go to the Related Transactions tab. If an Outgoing E-Mail line displays, the email has been sent. A confirmation email advice will present in the senders email inbox within the hour. If there is no Outgoing E-Mail line, resend the email

Document the CFT

• Go to the Notes tab in the complaint entry
• Select Edit and change the Text Type to Action Taken/Response Provided
• Record the discussion detailing why the customer requested the feedback be Removed from Reporting or Disassociated from their record
• Select Save

Update the Remedy Details tab

• Remedy provided tab – Internal Referral
• Input either ‘REMOVED FROM REPORTING’ or ‘DISASSOCIATED FROM RECORD’

Finalise the CFT entry

Details tab > Status > Feedback Status

• select Edit
• update the status to Finalised
• select Save

Procedure ends here.

Restricted Access is available for Centrelink customers seeking additional protection of personal information held by the agency.

When a customer with restricted access contacts the agency:

• a Sensitive Data Warning screen displays
• the logon of the Restricted Access Officer displays

Does the customer have a Restricted Access record?

• Yes, go to Step 2
• No, go to Step 3

Feedback lodged by phone:

• Cold transfer the customer to the Restricted Access number to complete their business
• Procedure ends here for Level 1

Feedback lodged in writing:

• Follow the instructions in Processing Work Item
• When access has been granted, go to Step 3

An MSP specifies the way a customer can communicate with the agency. MSPs do not restrict how the agency contacts the customer. Responding to customer complaints and feedback is a service delivery need where direct contact with the customer is necessary.

Does the customer have an MSP?

• Yes,
• Read the MSP to decide the customer's servicing arrangements
• If the customer has a One Main Contact (OMC):
  contact the OMC to decide appropriate management of the customer’s complaint. If the OMC manages the customer's complaint, record the complaint in the CFT. The OMC follows feedback management procedures
• If the feedback is assigned to the OMC, code the OMC as the employee responsible. Procedure ends here for Level 1
• If the feedback will continue to be managed by Level 1, see Table 4
• No, see Table 4

Feedback is received from a variety of sources including:

• customers, see Table 5
• anonymous, go to Step 2
• third parties, including nominee, Person Permitted to Enquire (PPE) and Power of Attorney (POA), go to Step 3
• third party organisations (TPO), go to Step 4
• Member of Parliament (MP)/Senator, go to Step 5
• Ombudsman, Welfare Rights, Minister’s Office, Executive or social media, go to Step 6

Customers can elect anonymity when lodging feedback.

Inbound anonymous feedback:

• Only give general information to the customer
• Do not access customer records
• Follow up is very limited:
• record the feedback in the CFT without attaching it to a customer record. Ensure the record is not accessed when creating the feedback
• provide the feedback to a business area, if appropriate

If the customer wants to remain anonymous, take any possible actions on the feedback, see Step 4 in Start recording the feedback in the CFT table.

Written anonymous feedback:

Follow up with the customer must occur if the customer provides identifying contact details.

If there are not enough details to make customer contact to follow up the feedback:

• record the feedback in the CFT using the anonymous option
• provide feedback to a business area, if appropriate
• do not attach the feedback to a record

Third parties, including authorised representatives and nominees, may lodge feedback on behalf of a customer.

Before actioning the feedback, make sure the third party has permission to act on the customer’s behalf.

Determining the appropriate record for recording third party feedback

• If a third party contacts about their personal experience while acting on a customer’s behalf, record the feedback on the authorised representative or nominee’s record
• If an authorised representative or nominee contacts on behalf of a customer about a customer issue, record the feedback on the customer’s record

Is the third party authorised to represent the customer?

• Yes,
• Investigate the feedback
• See Table 5
• No,
• Do not access the customer’s record
• Explain the agency is unable to provide any details about the customer's situation
• Encourage the third party to help the customer contact the agency to discuss their issues
• Inform the third party of the process to gain authority to enquire on the customer's behalf
• Procedure ends here for Level 1

TPOs deliver service on behalf of the agency, including but not limited to:

• Centrepay
• Income Management
• Centrelink Confirmation eServices, and
• Electronic Verification of Rent

TPOs may provide feedback to the agency and customers can lodge feedback about a TPO.

See Level 1 complaints and feedback index.

An MP, Senator or a staff member from their office may contact the agency with a complaint or enquiry on behalf of a constituent via the network of MP/Senator contact officers in the agency.

MPs, Senators and their staff have implied authority to manage a customer complaint with the agency on a customer’s behalf.

Agency MP/Senator Contact Officers have local relationships with electorate offices of MPs and Senators. They communicate directly with the Local Member/ Senator or their representative to address any enquiries raised by a constituent. The MP/Senator Contact Officer manages the complaint applying first contact resolution.

For more information, Complaints and feedback index - Member of Parliament (MP)/Senator Agency Contact Officers.

Feedback is received by Level 1 staff through the Complaints and Feedback line or a business line within the agency.

Level 1 feedback is managed at the first point of contact and recorded in the Customer Feedback Tool (CFT).

See Level 1 - Manage complaints and feedback.

For Child Support information, see Parliamentarian complaints regarding Child Support customers.

Level 2 officers manage feedback received through organisations such as:

• Commonwealth Ombudsman
• Welfare Rights
• Minister’s Office
• social media; or
• the executive

See Level 2 complaints.

Procedure ends here for Level 1.

Is the customer displaying aggressive behaviour or requesting someone higher in authority?

• Yes, go to Step 2
• No, go to Step 3

Aggressive behaviour

If the customer displays aggressive behaviour and it is difficult to determine the issue and how best to resolve it:

• refer to the Customer aggression guidelines
• follow the process in Customer aggression - Reporting and recording incidents
• seek help from a manager
• if the customer's behaviours remain challenging, escalate to Level 2 Complaints under Escalation Reason - 7 Persistent unreasonable complainant behaviour, by:
• warm transfer (preferred), or
• the CFT
• if the customer’s behaviour improves and does not need escalating, go to Step 3

Note: Centrelink staff must identify customers who may benefit from Personalised Services. Discuss with a manager to determine suitability. Use the referral form to make the referral if suitable.

Customer asked to speak to someone higher in authority

Whenever possible, customer enquiries and issues should be resolved at first contact.

If the customer refuses first contact resolution and insists on speaking to someone higher:

• Record the feedback in the CFT, see Complaints and feedback index
• Document the reason for escalating the feedback
• Warm transfer them to Level 2 Complaints, under Escalation Reason - 8 refusal to accept first contact outcome

If the customer wants to submit a complaint about the person they are speaking to, transfer the customer to a Manager. The Manager who accepts the referral manages the complaint through to finalisation. See Complaints and feedback index - Staff member (individual).

Urgent issue or incident may include:

• interruption to business as usual, such as a threat to staff or agency property
• risk to a community, such as an emergency event
• a real and immediate threat of media escalation
• an issue that will have a major impact on one or more customers, for example, a significant privacy incident which needs to be resolved urgently
• risk to the reputation of the agency
• the outcomes of the complaint may influence another pending decision, for example, a new claim grant
• makes an allegation of discrimination or bias, including seeking support from the Australian Human Rights Commission

High profile issue or incident may include one that is:

• subject to enquiry or scrutiny by the media, or
• considered to be politically sensitive

High profile and urgent complaints need detailed investigation, intensive management and unique responses. The Level 2 team will escalate these complaints in accordance with the agency's escalation coordination policy.

Is there a high profile or urgent issue?

• Yes,
• Record the feedback in the CFT, see Complaints and feedback index
• Document the CFT. Go to the Notes tab in the complaint entry.
  Select Edit and change the text type to Escalation and Management.
  Record the reason for escalating the feedback.
  Select Save
• Medicare staff – locate a consumer ID and add it to the CFT
• Warm transfer the customer to Level 2 complaints, under Escalation Reason - 3 The complaint is fundamentally sensitive
• No, go to Step 4

Some people have significant barriers impacting their ability to communicate with the agency to resolve their complaint. The contact and servicing approach must be tailored to meet any accessibility needs. Level 2 can explore all options for appropriate servicing based on individual circumstances.

An example of when to escalate may include:

• a complainant with hearing, speech loss, or other disability or medical condition who cannot use the agency’s accessibility services, and
• where level 1 are unable to remedy the complaint issue/s, or
• an email response requesting the customer phone us is not appropriate servicing for their individual circumstances, for example, a complaint from an incarcerated customer

Does the complainant require tailored servicing?

• Yes,
• Record the feedback in the CFT, see Complaints and feedback index
• Document the CFT. Go to the Notes tab in the complaint entry
  Select Edit and change the text type to Escalation and Management
  Record the reason for escalating the feedback
  Select Save
• Medicare staff - locate a consumer ID and add it to the CFT
• Warm transfer the customer to Level 2 complaints, under Escalation Reason - 3 The complaint is fundamentally sensitive
• No, go to Step 5

To manage the customer:

• apply holistic complaint management using first contact resolution
• tailor the service to the customer based on their circumstances and needs. This may include:
• social work contact
• welfare assistance
• interpreter services
• consider requesting prioritisation to resolve the complaint issue. Follow regular business operational resources for requesting priority action
• case consult with a manager for further support if needed

Circumstances that may need priority or sensitive management include:

• children and young persons, under 18 years of age
• culturally and linguistically diverse customers
• customers talking about harm to self or others
• customer with disabilities
• terminally ill customers
• no income because of a decision and no other means of support from any source
• financial hardship
• Incarcerated or recently released prisoner
• homelessness or risk of homelessness
• Inability to participate in mutual obligations due to special circumstances
• recently separated or divorced
• family and domestic violence
• significant caring responsibilities
• has any other issues that may require sensitivity in dealing with the customer
• a security incident where the customer is talking about harm to themselves or others and has not withdrawn the threat when challenged, the Resources page contains a link to the Security Incident Reporting
• complaints about discrimination
• Customer complaints about discrimination must be escalated to Level 2 using Reason 3 - Complaint is Fundamentally Sensitive
• Send a Complaint Action required email via the ‘External Channel Email’ in the CFT to Level 2 Complaints asking for the complaint to be allocated for management by Level 2
• See Discrimination
• complaints about a potential breach of the APS Code of Conduct (including employee fraud or unauthorised access)
• APS Code of Conduct complaints must be escalated to Level 2 using Escalation Reason 4 - Potential serious breach of APS Code of Conduct.
• Send a Complaint Action required email via the 'External Channel Email' in the CFT to Level 2 Complaints asking for the complaint to be allocated for management by Level 2.
• See APS Code of Conduct
• complaints about gender issues:
• Customer complaints about gender issues must be escalated to Level 2 using Reason 3 - Complaint is Fundamentally Sensitive
• Send a Complaint Action required email via the 'External Channel Email' in the CFT to Level 2 Complaints asking for the complaint to be allocated for management by Level 2
• See Gender, transgender, intersex and non-binary

See Table 6.

The customer may already have an open feedback entry on their record.

Review all open entries before investigating and actioning the new feedback entry. These may include Level 1 and Level 2 entries, being managed by a Service Officer.

Using the search function in Workspace, go to Customer Feedback History.

Are there open feedback entries?

• Yes,
• Level 1 feedback entries, go to Step 2
• Level 2 feedback entries, go to Step 5
• No, see Table 7

Is there an employee responsible assigned to the Level 1 feedback?

• Yes, go to Step 3
• No, go to Step 4

Contact the employee responsible to tell them of the new open feedback item for the customer.

Successful contact with the employee responsible

Tell the Service Officer, there is a new feedback item. Determine who is best placed to take ownership of it. It is preferred, one Service Officer manage all open complaints for the customer. This helps with efficiency and provides consistent customer service.

If handing the complaint to the other Service Officer, code them as the employee responsible. No further action is required.

If taking ownership of all open complaints, update the employee responsible, see Table 7.

Unsuccessful contact with employee responsible

• Read the open complaint progress notes to determine where the investigation is at
• If the feedback is urgent or the customer is experiencing vulnerability, take ownership of all feedback items
• If the employee responsible has been offline for an extended period, contact the employee’s manager to determine who should manage all open complaints
• If unsure what action to take, speak to a manager
• If taking ownership of all open complaints, update the employee responsible, see Table 7

Take ownership of all open, unassigned Level 1 feedback item/s, update the Employee Responsible.

Read all feedback entries.

If there are multiple feedbacks for different issues

• Investigate and manage each feedback separately
• See Table 7.

If there are multiple entries for the same issue

• Document all CFT entries:
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Escalation and Management
• Record ‘Customer has lodged multiple feedback entries. The following feedback item/s have been closed 80xxxxxxx, 80xxxxxxx, 80xxxxxxx and will be managed under 80xxxxxxx’
• Select Save
• Leave the feedback recorded first open and close all other feedback items:
• Update Remedy details tab. Use the Remedy Provided drop down to select Action Taken and Internal Referral. In the free text field type 'refer to (complaint ID left open)'
• Update Details tab. Change the feedback status to Finalised and use Not Applicable for the Outcome channel. Add an Acknowledgement date
• Select Save
• See Table 7

Level 2 will review the Level 1 feedback item/s.

Staff should:

• document the CFT:
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Escalation and Management
• Record ‘This complaint has been referred to Level 2 for review as there is a current Level 2 complaint 80xxxxxxxx on record awaiting action’
• Select Save
• send a Complaint Action required email via the External Channel Email in the CFT to Level 2 Complaints requesting review

Procedure ends here for Level 1.

To identify the complaint issues:

• review the feedback to identify the complaint reason
• clarify the issue/s leading to the customer's complaint
• ask if the customer has a desired remedy or outcome
• ask the customer if they want their issue recorded as a complaint if it is unclear
• ask the customer to provide specific information relevant to their complaint including dates, names and any relevant information

If needed, contact the customer to clarify the issues, using the above points as a guide. See Table 8 before investigating the complaint.

Go to Step 2.

Accurate recording of complaints and feedback is essential to ensure the data can be used to identify systemic issues and drive business improvement and customer outcomes

The CFT coding and the comments written in each record must accurately reflect the feedback. To record the feedback item in the CFT, see Complaints and feedback index. If the feedback is about a potential APS Code of Conduct breach, refer to the index before recording the feedback.

• Medicare staff- locate a consumer ID and add it to the CFT entry and record a Sensitive Indicator in the Consumer Directory Maintenance System (CDMS)
• Category: Service
• Indicator Type: Complaint
• Follow the process in Adding or amending Service Indicators

Note: code multiple issues separately in the CFT. For example, a customer is lodging a complaint about a staff member and a claim delay, record 2 complaints.

Use first contact resolution to resolve the customer's complaint as a Level 1 complaint. This includes remedying issues that have not been identified by the customer but could affect, or contribute to, their level of dissatisfaction.

Use resources to help investigate including:

• customer records (all applicable/relevant systems)
• the Communications Hub, review:
• Operational Blueprint instructions
• all operational announcements, including Messages, OB Updates and search NNU Bulletins for ICT system related information

Seek Technical Advice if required, see Tier 0 technical support - self-sufficiency.

Centrelink smart centres only

Staff in Centrelink smart centres need to investigate and resolve issues within their skill set using resources, such as Local Peer Support (LPS) and Operational Blueprint. If a smart centre Service Officer receives a complaint call about a payment or service issue outside their main business line technical training and they cannot resolve the issue, they can cold transfer the customer to the appropriate complaints main business line for action. In some situations, a warm transfer may be more appropriate. For example, if vulnerabilities are identified that do not meet the criteria for Level 2 complaint escalation. Search COMPLAINTS in softphone.

Document the feedback detailing why the call was transferred.

The receiving Service Officer must take ownership of the complaint and assign themselves as the employee responsible in the Parties involved tab.

Go to the Notes tab in the complaint entry.

Select Edit and change the text type to Investigation.

Record details of investigations, for example:

• a chronology of events (who, when, what, where and how)
• reference material research including policy or legislation
• if complaint is about a staff member, details of identified staff member logon and how this information was located

Select Save.

Go to the Notes tab in the complaint entry.

Select Edit and change the text type to Escalation and Management.

Record details of the escalation and management, for example:

• processed customer claim
• requested actions (for example, escalated ICT issue, sent Fast Note requesting priority assistance)
• seeking Local Peer Support (LPS) or service support officer assistance
• case consulting with a team leader

Select Save.

Systemic issues:

• are problems or errors that could reoccur and impact business if not addressed
• have the potential to affect a customer base, business area, product or service or the agency as a whole
• are problems due to issues inherent in the overall system, rather than due to specific, distinct isolated factors

To determine if the potential systemic issue is a known issue, use resources such as:

• Technical or Access Support
• Communications Hub, review:
• Messages
• NNU Bulletins

Known potential systemic issue and can be resolved

The issue is known and the customer’s issue can be resolved:

• Select the Potential Systemic Issues tick box on the Details tab
• Document the CFT
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Escalation and Management
• Record why the potential systemic issue tick box was selected, and the identified workaround or information found in reference material to resolve the issue
• Select Save
• Record suggestions provided by the complainant to improve the agency’s procedures, legislation or policy in the CFT. Forward to the appropriate business area for consideration
• Resolve the customer's complaint using the identified workaround or information provided in the resource material

Go to Step 7.

Unknown or unresolved potential systemic issue

Escalate the complaint to Level 2 for action if the issue cannot be resolved and could reoccur and affect customers and the agency if not immediately addressed:

• Select escalation reason - 5 Complex, cross programme or multiple issues
• Select the Potential Systemic Issues tick box on the Details tab
• Document the CFT
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Escalation and Management
• Record why the potential systemic issue tick box was selected, and any action taken to try to resolve the issue, such as resources used
• Select Save

If the call was inbound or the customer is in a service centre, transfer the customer to Level 2 complaints:

• warm transfer (preferred), or
• via the CFT

Procedure ends here for Level 1.

For help with complaints about specific payments and service issues, see Complaints and feedback index.

If the customer is:

• providing feedback about a reviewable decision (Centrelink only), go to Step 8
• escalating an issue to the media, go to Step 9

Otherwise, see Table 8.

If the customer is providing feedback about a reviewable decision, and an explanation or formal review has not been recorded, Level 1 staff must:

• Discuss the decision with the customer and advise their review and appeal rights
• Start the internal review process if the customer wants to request an explanation or apply for a formal review of the decision, see Initial contact about a decision and the review of decision process
• Document the CFT
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Escalation and Management
• Record the review case reference number
• Select Save

If the complaint is about a request for an explanation or an application for a formal review of decision in progress, see Complaints and feedback index - Internal Reviews.

If the customer wants to continue with the complaint, see Table 8.

Follow the agency's established Media protocols.

Customer intends talking to the media

If a customer says they intend to speak with the media, discuss the reasons and attempt to resolve the customer's dissatisfaction.

Notify a manager that the customer may speak to the media, even if the customer later advises they no longer intend to do so. A manager will assess the matter and may choose to refer the details to the Media section.

If the customer remains dissatisfied, warm transfer the customer to the Level 2.

If unable to warm transfer and the customer needs priority assistance:

• Escalate the CFT entry
• Send a Complaint Action required email to the Level 2 to request urgent action
• Record the customer feedback before transferring to Level 2. If the customer’s behaviour is escalated or an urgent issue is evident, transfer the call before recording the feedback

If the complaint does not meet an escalation reason, see Table 8.

Customer has spoken to media

If the customer indicates they have spoken to the media:

• Warm transfer the customer to the Level 2 team
• Escalate to a Level 2 use escalation reason - 6 Evidence of media involvement
• Notify a manager that the customer has spoken to the media
• Document the CFT
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Escalation and Management
• Record details of the media involvement such as name of the media outlet, date they were contacted, any future planned meetings with media outlets
• Record details of the actions the manager has taken, if any
• Select Save

A Level 2 Service Officer will manage the complaint in accordance with the Customer Complaints and Feedback Policy.

When an immediate warm transfer is not possible:

• Escalate to Level 2 via the CFT
• Send a Complaint Action required email to Level 2 Complaints requesting urgent action
• Document the CFT
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Escalation and Management
• Record details of the media involvement such as name of the media outlet, date they were contacted, any future planned meetings with media outlets
• Record details of the actions the manager has taken, if any
• Select Save

Procedure ends here for Level 1.

Whenever possible, investigate the issues raised while the customer is present or on the phone.

• Inbound customer contact or face-to-face and the issue is:
• resolved go to Step 6
• unresolved, go to Step 7
• Outbound customer contact, go to Step 2

Phone contact must be attempted if the customer has a phone number, using softphone so the call is recorded. This includes where a preference other than contact by phone has been provided. There are very limited circumstances where contact by phone may not be appropriate, such as a specific request from the customer in the text of their complaint which states contact is only to be made in writing.

When contacting complainants, the Service Officer must:

• introduce themselves using the agency’s preferred introduction and the reason for the call, following principles outlined in:
• Calling a customer or returning a customer's call (CLK)
• Telephone standards for Medicare and Health Delivery
• complete Proof of Record Ownership (PoRO) according to agency requirements
• give the complainant the Customer Feedback Tool ID

If the complaint cannot be resolved during initial contact, commit to maintaining regular contact, at least every 5 business days, unless otherwise negotiated.

Is there a phone number on the customer record or the feedback entry?

• Yes, go to Step 3
• No, go to Step 10

Is the customer a Centrelink customer?

• Yes, go to Step 4
• No, go to Step 5

Customers who subscribed to SMS Electronic Messaging must be sent a pre-call notification (SMS only) alert. A pre-call SMS tells the customer to expect a phone call from Services Australia.

To see, go to the Electronic Messaging and Online Letter services (EMOL) screen. The communication History tab on the summary page of a customer’s record displays a history of all SMS messages sent to the customer.

Has the customer selected their mobile number as their preferred Electronic Messaging option?

• Yes,
• Send a pre-call SMS Alert, allow a 5 minute lead time before calling the customer, then go to Step 5
• No, go to Step 5

Using softphone, make 2 genuine phone contact attempts, following the outbound call protocol to the complainant to acknowledge, discuss and progress the complaint. One morning and one afternoon call on the same day or next business day is required.

Was the contact attempt successful?

• Yes, and the complaint is:
• resolved, go to Step 6
• unresolved, go to Step 7
• No, go to Step 9

Discuss feedback issues, the investigation outcome and progress, give the customer:

• an apology where an error has been identified or the service commitments were not met
• a summary of the complaint
• an explanation of the remedy
• any available administrative options, such as customer compensation and act of grace payments
• an assurance that feedback is important and the agency shares customer feedback with business areas and staff, if appropriate, to improve future customer experience.
• referrals to support services if required

Document the CFT:

• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Action Taken/Response Provided
• Record details of the response provided to the customer, including:
• time (using local time zone)
• details of discussion
• outcome of discussion
• Select Save

If the customer refuses to complete Proof of Record Ownership, go to Step 10.

If the customer is still dissatisfied, consider escalation to Level 2 if an escalation reason is met. Tell the customer they can raise their issues and/or concerns in other forums such as:

• the Ombudsman
• a Member of Parliament, or
• the Minister's Office

Customer asks for an email response

Reply to the customer using the phrase ‘I know you have requested a response by email, however we have a responsibility to protect the personal information we hold. As the agency does not have a secure system to respond in detail to feedback via email, we are unable to provide an email response as we cannot guarantee the security of your information.’

Customer asks for a written response

Escalate the complaint to Level 2 if first contact resolution was applied and the customer:

• declines to accept a verbal response and requests a detailed written response, or
• asks for the complaint outcome to be confirmed in writing

Use Escalation Reason - 8 Refusal to accept first contact outcome

Document a summary of the discussion in the CFT.

See Table 9.

The staff member managing the Level 1 complaint needs to take all actions to finalise the complaint if it was not resolved in real time.

If the complaint cannot be resolved at first point of contact:

• Confirm the complaint details with the customer and advise the issues will be investigated
• Negotiate a return contact date with the customer, no more than 5 business days
• Monitor any business responses required to remedy the complaint
• Change the Feedback Status to:
• Investigation in progress: if further investigation is needed
• Awaiting Response: if waiting for a response from another business unit
• Add an On Hold Expiry Date on the Details tab. The ‘hold’ date is the date the work item will present for follow up. This should not be more than 5 business days
• Document the Notes tab with the action and management steps
• Document the CFT
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Action Taken/Response Provided
• Record details of the response provided to the customer.
  Include the time (using local time zone), details of the discussion, outcomes, any follow up action required.
  If follow up is required record the next customer contact commitment
• Select Save

Does the matter meet an escalation reason and warrant escalation to Level 2?

• Yes, go to Step 8
• No, after completion of the follow up, contact the customer to discuss the outcome of the follow up, go to Step 3

Select an appropriate escalation reason/s.

Document why the feedback is being escalated to Level 2.

• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Escalation and Management
• Record:
• why the feedback entry has been escalated
• details of investigation, including Local Peer Support (LPS) advice and resources used
• the customer’s expectations, and
• the customer’s preferred outcome
• Select Save

To escalate the complaint, either:

• warm transfer to Level 2 Complaints (preferred), or
• via the CFT

When an immediate warm transfer is not possible and if priority assistance is needed, send a Complaint Action required email to Level 2 Complaints requesting urgent action.

A Service Officer in the Level 2 team will manage the complaint in accordance with the Customer Complaints and Feedback Policy.

Procedure ends here for Level 1.

First attempt unsuccessful

• Keep ownership of the complaint for the second phone contact attempt
• Update the feedback status to awaiting response
• Centrelink only: Enter an On Hold Expiry Date for the next business day. This holds the entry for access when next scheduled to online work.
  Note: when the On hold date is met the feedback status reverts to Feedback Received, the feedback remains allocated to the assigned Service Officer
• Centrelink only: If the assigned officer is not scheduled for online work within the next two business days, remove from the Employee responsible field. On the day of the On Hold Expiry Date, the feedback will present to another Service Officer
• Document all unsuccessful contact attempts on the feedback entry:
• Go to the Notes tab in the complaint entry.
• Select Edit and change the text type to Unsuccessful Contact Details
• Record details of the response provided to the customer.
  Include the time (using local time zone), details of the message if a message was left. For example, message left asking the customer to contact 1800 132 468.
  A brief outline of information to be provided to customer (if the customer returns contact)
• Select Save
• Go to the Details tab: update Customer Contact Attempts, and add the date and time of the unsuccessful contact

Second attempt

Was the second phone contact successful?

• Yes, go to Step 6
• No, document the unsuccessful contact attempt, go to Step 10

There are limited circumstances where an email can be sent to a customer. Government policies stipulate classified information should not be transmitted by email across unsecured networks. It is the agency's responsibility to protect information provided by customers.

Send an email response using an approved standard email template if the customer has given an email address and contact by phone is not possible or unsuccessful.

Send the email from the Customer Comments mailbox with a classification of ‘OFFICIAL’. Do not change the email template except for adding the CFT ID, the customer's name and any prompted insertions. For access to the Customer Comments mailbox, see Customer comments mailbox access table.

Has the customer provided an email address?

• Yes,
• Send an appropriate approved email
• Attach the email to the feedback entry
• If the customer has a Centrelink Nominee or Medicare Representative, prepare an approved 'NOM copy of Email sent to customer' letter.
  Print and post the letter to the nominee.
  Attach the letter to the feedback entry
• Document the CFT. Go to the Notes tab in the complaint entry.
  Select Edit and change the text type to Action Taken/Response Provide.
  Record the name of the email sent to the customer (and letter sent to nominee, if applicable) and why it was sent.
  Select Save
• see Table 9
• No, go to Step 11

Send a letter response using an approved standard letter template if:

• the customer has given an address, and
• contact by phone is not possible or unsuccessful

Do not change the letter template except for adding the CFT ID, the customer's name and any prompted insertions.

• Send the appropriate approved letter template
• Print and post the letter to the customer
• If the customer has a Centrelink Nominee or Medicare Representative:
• prepare an approved nominee letter template
• print and post the letter to the nominee
• attach the letter to the feedback entry
• Document the CFT
• Go to the Notes tab in the complaint entry
• Select Edit and change the text type to Action Taken/Response Provided
• Record the name of the letter sent to the customer (and nominee, if applicable) and why it was sent
• Select Save
• Attach the letter to the feedback entry

See Table 9.

A complaint is considered finalised when:

• all reasonable actions have been taken to remedy the issue
• all investigations, actions, discussion and outcomes have been documented in the CFT
• the customer has been advised of the complaint outcome
• the customer has been advised of any suitable escalation options, should they remain dissatisfied with the outcome
• a pre-finalisation check of the feedback coding has occurred and amendments made, if any

Finalising feedback includes:

• reviewing the coding in the CFT
• apply business improvement, and
• finalise the CFT entry

For reporting and analysis purposes, the CFT coding must reflect the customer’s exact feedback. Correct coding helps to achieve business improvement and high-quality customer outcomes.

Determine primary driver of the feedback

Review the initial recording of the feedback before finalising in the CFT. This includes when a customer submits their feedback online.

Ensure the primary driver of the feedback is recorded, this may have changed after customer discussions and investigation. For example, the customer complained they had not received an expected payment, this was recorded as payment not received. After investigation it was determined the customer’s payment was cancelled. Re-categorise the feedback to cancellation or suspension, as the cancellation was the primary driver.

If there are multiple complaint issues or feedback items, create new entries for each item or issue.

Check these fields to ensure they are correct, update if needed:

• Details tab
• Notes tab
• Business Reference tab
• Related Transaction tab
• Document Attachment tab
• Parties Involved tab
• Remedy Details tab

After each tab has been reviewed for correctness and updated if needed, go to Step 11

Details tab > Feedback Details > Feedback Channel

Check the feedback channel correctly reflects how the feedback was received, for example:

• customer lodges a tell us what you think comment card, select Customer Comment Card
• customer contacts the agency by phone, use Phone
• the customer attends a service centre, use in person

Details tab > Service Details > Feedback Type

Check the feedback type is recorded correctly as either a complaint, compliment or suggestion.

If the feedback type is incorrect, it may need to be removed from reporting and the customer’s record. For example, a compliment was recorded as a suggestion

A new CFT entry may need to be recorded using the correct feedback type. See Excluding Feedback Items in Requesting access to the CFT.

Details tab > Service Details > Service Brand

Ensure the correct service brand is recorded. If the service brand is incorrect, see Step 6 in Table 2.

Details tab > Service Details > Service Type / Service Detail

This field has the details of what the customer is contacting about. Use the dropdown box to make the most appropriate selection.

If the customer’s feedback is about a supplementary payment/service, select the appropriate option under the ‘General Payments and Services’ Service Type. If there is not an appropriate option, record the customer’s primary payment type.

Details tab > Service Details > Complaint Reasons – I have a complaint about

Choose the complaint reasons that accurately reflect the complaint and the intent of the complaint. For coding instructions, see Complaints and feedback index.

Claims

• A Claim, Application or Assessment Process is a complaint about a claim before it has been finalised or a decision has been made. For example, the customer advised ‘I waited too long’
• A Decision, Outcome or Payment is a complaint after the claim process/outcome has been finalised. For example, rejection of a claim

For non-claim assessments

To differentiate claim vs. non-claim assessment complaints, use A Decision, Outcome, or

Payment. For example: If the complaint is about Child Care Subsidy reconciliation delay, code it as ‘Decision, Outcome or Payment: I waited too long’.

Details tab > Service Details > Have you told us about this complaint before

Check this tick box if the complainant has reported the same issue previously.

Details tab > Generic Data > Who has lodged the feedback

Ensure this dropdown correctly reflects the person who lodged the feedback, for example customer, nominee

Details tab > Dates > Received Date

Check the received date reflects the date the feedback was lodged with the agency. For example, the date:

• the ‘tell us what you think card’ was lodged at a service centre. This date may not be the same date as it was recorded in the CFT or the customer recorded on the form
• a customer complaint letter was received by the agency. This date may not be the same date as it was recorded in the CFT or the customer wrote in their letter

If the feedback type was incorrectly recorded and a replacement CFT is needed. Check the replacement CFT is using the original date of receipt.

Note: when recording a CFT entry, the date of receipt defaults to the creation date of the entry.

Details tab > Dates > Acknowledgement Date

Check the acknowledgement date reflects the date the feedback was acknowledged with the customer. For example, successful phone call, email or letter sent.

Details tab > Customer Contact Attempts

If there have been unsuccessful contact attempts, check the tick boxes on the Details tab to ensure the date and time of the first 2 outbound contact attempts are recorded. Use local time zone.

Details tab > Status > Outcome

No selection needed in this field.

Details tab > Status > Outcome Channel

Check the selected outcome channel matches the feedback finalisation delivery method to the customer.

Note: customers receive an acknowledgment at the time of lodging a compliment or suggestion online. Select the outcome channel ‘online’.

Details tab > Status > Service Commitment not met

Select the relevant Service Commitment not met.

Details tab > Reporting > Potential Systemic Issue

Check this tick box if the issue is potentially systemic.

The notes need to tell a story, that any person reading them can understand, about the customer feedback entry. Add extra notes if needed. Recording complaints and feedback in the CFT.

Check the notes reflect:

• investigation and follow up taken
• details of all phone contact attempts, including date, time and number called
• a summary of customer discussions
• references to the legislation and agency resources used to resolve the issue
• remedy provided to the customer

Check the business reference is recorded correctly, using the Complaints and feedback index.

For example, if the source of the feedback is:

• an individual staff member, code the staff member’s details in the Staff Business Reference field. This prepopulates the Office/Team and Zone/Branch
• a service centre, code the relevant service centre in the Office/Team Business Reference field. This prepopulates the Zone/Branch field

If there is not a specific instruction, in the Complaints and feedback index, use the default Zone/Branch Business reference 61000077 – Services Australia.

Check the transaction list to confirm the Compliment/Suggestion/Complaint FYI/Complaint Action required External Channel -Email was sent if instructed in Complaints and feedback index.

Ensure the document attachments tab has all feedback documents attached. For example, letters and emails from the customer, feedback response letters or emails to the customer/nominee/representative.

Check the Feedback Customer line shows the customer record the feedback belongs to. For example:

• if the nominee/representative contacted on the customer’s behalf, record the feedback on the customer’s record, not the nominee or representative’s record
• the customer originally recorded feedback as anonymous, however after discussion it was determined the feedback should be linked to the customer’s record

Check the:

• remedy sought shows the customer’s preferred outcome, and
• remedy provided shows the remedy or resolution provided

Update the selections using the drop down options if needed.

While investigating the complaint, a service failure may be identified which was not raised as part of the customer’s complaint issue.

For example, a customer complains about a delay with the processing of a claim. While investigating, the Service Officer notices another Service Officer incorrectly recorded the customer’s bank account number. The customer did not raise this issue and it did not contribute to the claim delay. The bank account number is updated as part of the managing the complaint.

For business improvement purposes, use the Staff Feedback Tool to report the service failure to the Service Officer’s manager.

Note:

• Feedback from customers is recorded in the CFT
• Feedback identified by staff is recorded in the Staff Feedback Tool

Details tab > Status > Feedback Status

• select Edit
• update the status to Finalised
• select Save

Centrelink: Procedure ends here

Medicare: go to Step 13

Once the complaint has been finalised, end date the complaint Sensitive Information Indicators in the CDMS.