Level 1 - Online feedback 104-21012236

Feedback refers to a complaint, suggestion or compliment. Online feedback can be submitted using the feedback webforms available for:

• customers on their online account or via the Services Australia website
• non-customers via the Services Australia website

The feedback webform aims to capture feedback detail in the 'voice of the customer'. Customers and non-customers are asked to provide details of the:

• service the feedback relates to
• reason for the feedback
• outcome they are seeking
• contact details if follow-up from Services Australia is needed

The submitted feedback webform creates a feedback work item in the Customer Feedback Tool (CFT). Feedback work items (CFT entries) present to Level 1 Complaints and Feedback skill-tagged officers.

Authenticated feedback

A feedback item is authenticated if lodged directly from a customer's Centrelink online account.

The customer is given a Feedback ID.

Unauthenticated feedback

A feedback item is unauthenticated if lodged via the Services Australia website by a customer or non-customer.

When submitting the feedback, the person is asked to provide a Customer Reference Number (CRN) or Medicare number. The number given is shown in the feedback notes. The feedback item will not be linked to a customer record and the Customer ID will show as 'no customer ID found'. The person is given a Feedback ID when they submit their online feedback.

Note: all Medicare online feedback is unauthenticated.

Anonymous feedback

If the person does not want to be identified, or they do not know their CRN or Medicare number, the online feedback form can be submitted anonymously. The person submitting the feedback can provide identifying information in the notes. The person is not given a Feedback ID when feedback is lodged anonymously.

If the person does not provide a CRN or Medicare number, a message will advise that the:

• feedback will be submitted anonymously
• agency will be unable to contact them
• feedback cannot be viewed from their customer record
• feedback status cannot be viewed

After lodging online feedback, customers can use the Feedback ID to:

• view the date the feedback was submitted
• view the feedback type - complaint, compliment or suggestion
• view the current feedback status
• view the date the feedback was last updated
• add comments

Note: customers cannot view the full Customer Feedback Tool (CFT) entry and they cannot see notes added by staff.

Feedback Status

The Status field in the CFT must be kept updated. Customers can view the status of their feedback and see the agency is actively working on it. Note: only feedback records submitted in the last 12 months will show.

The customer can see the following statuses and messages:

• Awaiting response: We are awaiting a response from either yourself or another business team
• Escalated: We have escalated your feedback to a dedicated team to investigate
• Feedback received: We have received your submitted feedback
• Finalised: We have completed our investigation of your feedback
• Investigation in Progress: We are investigating your feedback
• Pending Finalisation: We are near to finalising investigation of your feedback

Other Feedback Status options exist but must not be used.

User added comments to customer online feedback

Customers can add comments to an open online authenticated feedback record if it was not submitted anonymously. Customer comments will show in the Notes History tab in the CFT entry.

If the CFT entry is assigned to an Employee Responsible, a notification email is automatically sent to the employee responsible.

Note: there is no functionality to respond to customers through this channel.