Level 1 - Manage complaints and feedback 104-02020000
Expand allGeneral Payments and Services
All Centrelink complaints trained staff are skill-tagged with Service Type ‘General Payments and Services’. The Service Detail topics (listed below) must not be re-categorised or assessed as being out-of-scope. Technical assistance must be sought if help is required.
- Advance Payment
- BasicsCard
- Case Management
- Centrelink Compensation Recovery
- Centrepay Deduction Service
- Complaint or Feedback Handling
- Confirmation eServices
- Crisis Payment
- Debt Recovery
- Early Release of Superannuation
- Education Entry Payment
- Electronic Verification of Rent
- Fares Allowance
- Financial Information Service
- Income Management
- Low Income Health Care Card
- Mobility Allowance
- Home Equity Access Scheme
- Pension Supplement
- Pensioner Concession Card
- Pensioner Education Supplement
- Pharmaceutical Allowance
- Rent Assistance
- Rent Deduction Scheme
- Social Work Services
- Telephone Allowance
- Urgent Payment
- Utilities Allowance
Intranet links
National Restricted Access
Customer Aggression Home
Customer complaints and feedback management
Customer Feedback Tool
Escalation Coordination (includes a link to the Escalation Coordination Policy)
Level 2 Policy Helpdesk
Privacy and Secrecy
Security Incident Reporting
Media protocols
Market research
Useful Internet links (including links to government departments)
Letter and email templates
The letter and email templates available via this link are endorsed for use by Services Australia and are the latest versions. Staff should not be using locally produced letters or emails.