Level 1 - Online feedback 104-21012236

This document explains how to manage online complaints, suggestions and compliments.

Note: in the complaints Operational Blueprint files, customer and non-customer (including providers) are referred to as:

'customer' for compliments and suggestions
'complainants' for complaints

Step	Action
1	Retrieve work Select either: Centrelink work Customer First Select Inbox from the left-hand menu Select Ready at the top left of the Inbox screen. This opens the feedback item in the Customer Feedback Tool (CFT). If the feedback item is not showing in the Results list, select Refresh Go to Step 2 Work Optimiser Select the Worklist tile Select Ready at the bottom right of the screen (do not select Quick Ready). The Summary screen will show Note the Feedback ID at the top of the screen next to Work Item and Customer Details for <Feedback ID> If the Customer CRN field: has a CRN, select Open in Customer First. This opens the customer’s record: Select CRN/BP at the top of the screen, next to the customer’s CRN Scroll down to the Customer Feedback section and select the Feedback ID that matches the Feedback ID allocated in Work Optimiser is blank, the feedback is anonymous or unauthenticated. Go to Customer First then search for a Feedback ID in Customer First Go to Step 2 Process Direct Select Ready then Open Microsoft Edge If the feedback is: authenticated, the feedback will open in the customer’s record in Customer First anonymous or unauthenticated, the feedback will open in the WLM Inbox Go to Step 2 Medicare work Staff must not use the Forward function in Customer First to retrieve Medicare feedback. The below process must be used only. Open Work Optimiser Health: Select Worklist then Ready The new work item will show on the Summary screen Copy the Feedback ID Go to Step 2 Open Front of House Application: Select Medicare Customer First tile Select ZCFS_ICF_MGR-Integrated Customer Feedback Select Agent Inbox from the left-hand menu Select Clear Paste the Feedback ID into the Feedback ID field Select Search Select the Customer Feedback ID Go to Step 2
2	Review presented work Manage the presented work as follows: Unallocated online feedback presents, go to Step 3 A Level 1 feedback item presents in Work Optimiser but Customer First shows the item as being escalated to Level 2: Send a Complaint Action required email to Level 2 Complaints requesting the Work Type be updated in Work Optimiser Do not take any other action The feedback is removed from the Inbox once the item has been recategorised by Escalated Complaints Written correspondence that is a complaint letter, not an online feedback item, see Table 1 > Step 5 in Level 1 - Manage complaints and feedback A bundle of work presents, see Table 2 > Step 5 in Work Optimiser for staff The feedback item is an online complaint already allocated to a service officer, see Table 4 > Step 5 Feedback is written in a language other than English: Request the feedback be translated, see Translation of documents Record the feedback in the CFT Assign the service officer as the Employee Responsible in the Parties Involved tab. Go to Step 7 for instructions then continue with this step Set an On Hold Expiry Date for 10 business days on the Details tab. Go to Step 8 for instructions then continue with this step: If the translation is not finalised within 10 business days, send a follow up email to Language Services When the translation is returned, go to Step 3
3	Alternative servicing arrangements If the feedback is: from a Restricted Access Centrelink customer, go to Step 4 from a customer with a Managed Service Plan (MSP), go to Step 5 none of the above, go to Step 6
4	Restricted Access Centrelink customer Restricted Access is available for Centrelink customers seeking added protection of personal information held by Services Australia. Does the customer have a Restricted Access record? Yes: Follow Table 1 > Step 5 in Restricted Access and eligibility to process the work item When access has been granted, go to Step 6 No, go to Step 6
5	Managed Service Plan (MSP) customer An MSP specifies the way a customer can communicate with the agency. MSPs do not always restrict how the agency contacts the customer. Responding to customer complaints and feedback is a business need where contact with the customer may be required. Read the MSP to determine the customer's servicing arrangements then select an option below. Compliment or suggestion only If the feedback is a compliment or suggestion only, go to Step 6. Complaint and customer has One Main Contact If the feedback is a complaint and the customer has One Main Contact (OMC), contact the OMC by Teams or phone to determine who will manage the complaint and customer contact. If the complaint will be managed by: the OMC, assign the complaint by coding the OMC as the Employee Responsible on the Parties Involved tab, go to Step 7 for instructions. Procedure ends here for Level 1 Level 1, go to Step 6 Complaint and customer has Personalised Services plan If the feedback is a complaint and the customer has a Personalised Services arrangement: Contact the Personalised Services Service Officer (PSSO) by Teams or phone to advise of the customer’s complaint. If the PSSO is unavailable, send a Complaint Action required email to Personalised Services Assign the complaint by coding the PSSO as the Employee Responsible on the Parties Involved tab, go to Step 7 for instructions Procedure ends here for Level 1
6	Employee Responsible Go to the Parties Involved tab. Is an employee responsible assigned to the Level 1 feedback? Yes, see Table 4 > Step 5 No, go to Step 7
7	Assign Employee Responsible In the CFT entry: Go to the Parties Involved tab Select Edit Go to the blank Created By line under the Partner Function column. Use the dropdown to select Employee Responsible Assign the employee responsible: Select the box on the right-hand side of the Employee Responsible line. This opens a Search Criteria box Select the box on the right-hand side of the User line and enter the employee responsible's logon Select Search Select the name of the employee responsible Select Save Note: if the Created By line is updated in error, repeat the above steps to assign the feedback to the employee responsible. The Created By line cannot be amended. Do not use the Hold to User function in Work Optimiser.
8	Update the Feedback Status Update the Feedback Status to show it is being worked on. On the Details tab: Select Edit Change the Feedback Status to 'Investigation in Progress' Enter an On Hold Expiry Date. This is the date the work item will present for follow up: Set the hold date as 5 business days from the current date Do not use the Hold to User function in Work Optimiser Select Save

Authenticated, unauthenticated and anonymous feedback

Table 2

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Step	Action
1	Review feedback If the feedback is for: Medicare, go to Step 2 Centrelink, continue with this step The feedback must be linked to the record of the person the feedback relates to. For example, if a: person lodges feedback about their partner’s experience, the feedback must be recorded on the partner’s record Centrelink nominee lodges feedback about: an issue relating to the customer for whom they are nominee, the feedback must be recorded on the customer’s record their own experience, the feedback must be recorded on the nominee/representative’s record Decide if the feedback is authenticated feedback In the Customer Feedback Tool (CFT) entry: Go to the Parties Involved tab and review the details in the Feedback Customer line to see if a CRN is recorded Go to the Notes History tab: Read the Feedback Details Check the information under the Online Source heading. The feedback is authenticated if Centrelink Online Account - Authenticated displays Is the feedback authenticated? Yes, and the feedback has been lodged by: the customer and is linked to the correct record, see Table 3 a third party (including authorised representatives and nominees), go to Step 3 No, go to Step 2 Note: if the person has asked to be anonymous and no identifying contact details have been provided in the online feedback, go to Step 14.
2	Feedback is unauthenticated Check the Notes History tab for a Customer Reference Number (CRN) or Medicare number. Before a CRN or Consumer ID is linked to a customer record, make sure the customer has submitted the feedback. Consider the following: Is the feedback written in the first person or the third person? Has the nominee/authorised representative or a third party lodged the feedback directly on the customer record? If it is not clear the customer lodged the feedback, do not link the feedback to the customer record. Has the feedback been lodged by a nominee/authorised representative or a third party? Yes, go to Step 3 No, and the details in the Notes History tab show the feedback was lodged by a: Centrelink customer who: has not given their CRN, go to Step 6 has given their CRN, go to Step 7 Medicare customer who: has not given their Medicare number, go to Step 8 has given their Medicare number, go to Step 9
3	Third party Third parties, including nominees and authorised representatives, may lodge feedback on behalf of a customer. Before actioning the feedback, make sure the third party has permission to enquire or make updates on the customer's behalf. See: Disclosing information to third parties Person Permitted to Enquire (PPE) or Update (PPU) authority Deciding the right record for recording third party feedback If a third party contacts about their personal experience whilst acting on a customer's behalf, record the feedback on the third party’s record. Is the third party authorised to act on the customer’s behalf? Yes, and the feedback is: unauthenticated, go to Step 6 to be transferred to the correct customer’s record, go to Step 6 authenticated, see Table 3 No, and the feedback is: unauthenticated, go to Step 4 authenticated, go to Step 5
4	Third party not authorised to act on customer’s behalf - unauthenticated feedback Do not access or update the customer's record. Select either: No contact details provided Treat the feedback as anonymous feedback. In the Notes tab: Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document with ‘Third party is not authorised to act on customer’s behalf. Phone, email or address details were not provided. No further action can be taken.’ Select Save Finalise the feedback Contact details provided If the third party provided a phone number, make genuine attempts to contact the third party using CXone Agent Workspace / Services Australia Workspace to make sure the call is recorded. Was the contact successful? Yes: Explain the agency cannot give any details about the customer's situation Encourage the third party to help the customer contact the agency to discuss their issues Explain the process to get authority to enquire on the customer's behalf If the third party is with the customer during the phone contact, complete authentication with the customer, see Authenticating a Centrelink customer or Authenticating a Medicare customer. Service officers must be certain the identity of the customer is established before any information is disclosed. If authentication is: complete, go to Step 6 not complete, continue with this step In the Notes tab: Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document with 'The third party does not have permission to act on the customer's behalf.' Include details of the information and advice provided during the contact Select Save Finalise the feedback No: If the feedback has a vulnerable or sensitive issue, such as contact from an executor of an estate, or there is not enough information to decide if the third party is authorised, go to Step 13. Otherwise continue with this step Prepare and send the relevant letter or email, then attach it to the CFT entry: If phone contact was unsuccessful, prepare and send the ‘Unsuccessful contact - Follow up required’ or ‘Unsuccessful contact - No follow up required’ email or letter to the third party If an address was provided only, prepare and send the ‘Unsuccessful contact - Follow up required’ or ‘Unsuccessful contact - No follow up required’ letter to the third party. Remove the sentence ‘We have tried to call you, but we have not been able to contact you’ from the letter template If an email address was provided only, prepare and send the ‘Email - only provided’ email to the third party In the Notes tab: Select Edit and change Text Type dropdown to Action Taken/Response Provided Document the CFT with phone contact attempts, if applicable. If an email or letter was sent, record ‘An <Unsuccessful contact - Follow up required> or <Unsuccessful contact - No follow up required> email/letter was sent to the third party’ Select Save Finalise the feedback
5	Third party not authorised to act on customer’s behalf - authenticated feedback If a customer lodges feedback via their Online Account, the feedback generates as authenticated feedback. If it is determined the customer did not lodge the feedback themselves, a serious privacy breach has occurred. These feedback items must be escalated for management by Level 2 staff, see Table 6 > Step 9.
6	Find the CRN If the person has not included a Customer Reference Number (CRN), complete searches in Customer First: Name Search (IN) screen search using the customer's name SMS/Email Search (SMEM) screen search using the customer's email or phone number Global Selection Menu (GLO) screen if the CRN the customer has written in the text has no letter at the end The service officer must be satisfied the customer record being accessed belongs to the correct person before helping with the feedback. Authentication is done by assessing the information in the feedback against information held on the record. Service officers can only continue once they are satisfied that the person lodging the feedback is the owner of the record being accessed or an authorised representative. Can a CRN be found and there is enough information to confirm the feedback has been lodged by the customer or authorised representative? Yes, go to Step 7 No, go to Step 10
7	Link the CRN to a CFT entry Go to the Parties Involved tab Select Edit Select the box on the right-hand side of the Feedback Customer line. A Search Criteria box opens: Enter the CRN into the CRN field and select Search. Select the ID that shows in the Results List Select Save Are there issues when trying to link a CRN to a CFT entry, including where a CRN is already showing on the Feedback Customer line? Yes: Send a Complaint Action required email to Level 2 Complaints. Include details of the error or issue, the CRN the CFT entry should be linked to, and the Feedback ID. Do not take any other action Update the On Hold Expiry Date on the Details tab. This should not be more than 2 business days from the current date. Do not use the Hold to User function in Work Optimiser. Select Save Once a response is received from the Level 2 Complaints mailbox (within 2 business days), return to this step and continue with this process No, see Table 3
8	Find the Consumer ID Search for the Consumer ID in CDMS, see Register a customer for Medicare in the CDMS. Can a Consumer ID be found and there is enough information to confirm the feedback has been lodged by the customer or their authorised representative? Yes, go to Step 9 No, go to Step 10
9	Link the Consumer ID to a CFT entry Go to the Parties Involved tab Select Edit Select the box on the right-hand side of the Medicare Customer line. A Search Criteria box opens: Enter the Consumer ID into the ID number field and select Search. Select the ID that shows in the Results List Select Save Are there issues when trying to link a Consumer ID to a CFT entry, including where a Consumer ID is already showing on the Feedback Customer line? Yes: Send a Complaint Action required email to Level 2 Complaints. Include details of the error or issue, the Consumer ID the CFT entry should be linked to, and the Feedback ID. Do not take any other action Update the On Hold Expiry Date on the Details tab. This should not be more than 2 business days from the current date. Do not use the Hold to User function in Work Optimiser. Select Save Once a response is received from the Level 2 Complaints mailbox (within 2 business days), return to this step and continue with this process No, see Table 3
10	Review the CFT entry for a phone number Review the feedback and decide if it contains a complaint issue that needs investigating. Is the feedback recorded as a compliment or suggestion that contains a complaint issue? Yes, phone contact must be tried even if the Details tab shows 'Further contact not requested - customer'. This is a field default, not a customer instruction. If the Details tab or Notes History tab has: a phone number, go to Step 11 no phone number, go to Step 12 No, see Table 3 > Step 8 to identify the feedback type
11	Contact the online complainant Use CXone Agent Workspace / Services Australia Workspace to make genuine attempts to contact the complainant by phone to acknowledge, discuss and progress the complaint. Note: attempts to contact may take up to 2 working days if the initial contact is unsuccessful. Select an option below. Contact is successful If contact is successful and the: person says they did not lodge the feedback, see Table 6 > Step 7 complaint needs to be linked to the customer’s record, for: Centrelink customers, go to Step 6 Medicare customers, go to Step 8 complaint is to remain anonymous, go to Step 14 customer refuses to complete Proof of Record Ownership (PoRO), go to Step 12 Contact is unsuccessful If contact is unsuccessful: Go to the Notes tab in the CFT entry: Select Edit and change the Text Type dropdown to Unsuccessful Contact Details Document the unsuccessful contact attempt including the time (use local time zone) and details of the message if a message was left. For example, ‘Message left asking the person to contact 1800 132 468’. Include a brief outline of information to be given to the person if they return contact Go to the Details tab: Update Customer Contact Attempts and add the date and time of the call attempt Update the On Hold Expiry Date for the next business day. This should not be more than 2 business days from the current date Note: when the hold date is met the Feedback Status reverts to 'Feedback Received' and the feedback stays allocated to the assigned service officer If the assigned officer is not scheduled for online work within the next 2 business days, remove them from the Employee Responsible and Responsible Group lines on the Parties Involved tab, see Table 3 > Step 5 for Centrelink or Table 3 > Step 6 for Medicare. On the day of the On Hold Expiry Date, the feedback will present to another service officer Select Save Second contact attempt Is the second phone contact successful? Yes, see Contact is successful in this step No: Go to the Notes tab in the CFT entry: Select Edit and change the Text Type dropdown to Unsuccessful Contact Details Document the unsuccessful contact attempt including the time (use local time zone) and details of the message if a message was left. For example, 'Message left asking the person to contact 1800 132 468'. Include a brief outline of information to be given to the person it they return contact Go to the Details tab: Update the Customer Contact Attempts and add the date and time of the call attempt Prepare and send the ‘Unsuccessful contact - Follow up required’ or ‘Unsuccessful contact - No follow up required’ email or letter, then attach it to the CFT entry: Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document with 'Email only provided' email sent to the complainant. The feedback has been finalised. No further action can be taken at this time.' Select Save Finalise the feedback
12	Email address Send an appropriate approved email if the complainant has given an email address but no phone number. Has the complainant given an email address? Yes: Prepare and send the ‘Email only provided’ email to the complainant, then attach it to the CFT entry Note: if initial phone contact was successful and the customer refused to complete Proof of Record Ownership (PoRO), remove the text 'but you have not provided a phone number to call you' from the email template In the Notes tab in the CFT entry: Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document with 'Email only provided' email sent to the customer. The feedback has been finalised. No further action can be taken at this time.’ Select Save Finalise the feedback No, go to Step 13
13	Residential or postal address If the complainant has given an address but no phone number or email address, send a letter to request contact with the agency. Has the complainant given a postal or residential address? Yes: Prepare and send the ‘Unsuccessful contact - Follow up required’ letter to the complainant, then attach it to the CFT entry. Remove the text ‘We have tried to call you, but we have not been able to contact you’ from the letter template In the Notes tab in the CFT entry, select Edit and change the Text Type dropdown to Action Taken/Response Provided Document with 'Unsuccessful contact - Follow-up required letter sent to the complainant. The feedback has been finalised. No further action can be taken at this time.’ Select Save Finalise the feedback No, go to Step 14
14	Treat feedback as anonymous Treat the feedback as anonymous feedback if there is no identifying information and the complainant has not given a phone number, email, residential or postal address. Escalate the feedback to Level 2 if the information in the CFT entry: references suicide or self-harm, harm to another person, or harm to property makes an allegation of discrimination or bias, including seeking support from the Australian Human Rights Commission Does the feedback need to be escalated? Yes, go to Step 15 No, go to Step 16
15	Feedback needs to be escalated In the CFT entry: Go to the Notes tab: Select Edit and change the Text Type dropdown to Escalation and Management Document why the feedback has been escalated Go to the Reason for Escalation tab: Select 'Reason 3 - Complaint is fundamentally sensitive'. When an escalation reason is selected: the Feedback Status on the Details tab automatically changes to 'Escalated' the Parties Involved tab updates to the correct branch and removes the Employee Responsible Go to the Details tab: Delete the On Hold Expiry Date Select Save Send a Complaint Action required email to Level 2 Complaints advising the reason for escalating the complaint Procedure ends here for Level 1.
16	Decide if other actions can be taken Review the feedback to decide if any actions can be taken. Action may be needed where feedback includes, but is not limited to: an issue that is not about Services Australia a staff complaint or compliment where there is enough information to identify a staff member, service centre or smart centre a complaint, compliment or suggestion about a specific business area an issue about another service delivery brand (Centrelink, Medicare, Child Support) Can other actions be taken? Yes, go to Step 17 No: Go to the Notes tab in the CFT entry Select Edit and change the Text Type dropdown to Remedy Provided Details Document with ‘Anonymous feedback with no identifying factors, complaint finalised. No action taken' Select Save Finalise the feedback Procedure ends here for Level 1
17	Other actions to be taken If the feedback is about: another agency, government department or non-government organisation outside of Services Australia, see: Other agencies, government departments and non-government organisations (CLK) Other agencies, government departments and non-government organisations (MED) another service delivery brand (Centrelink, Medicare, Child Support), see Removing Customer Feedback Tool (CFT) entries something else, identify the issue and follow the relevant process in the Complaints and feedback index

Review and identify feedback type and details

Table 3

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Step	Action
1	Review feedback Review the details in the Notes History tab in the Customer Feedback Tool (CFT) entry to identify the feedback issue(s). Is the feedback for Services Australia? Yes, go to Step 2 No, it is for another agency, government department or non-government organisation, see: Other agencies, government departments and non-government organisations (CLK) Other agencies, government departments and non-government organisations (MED)
2	Review and correct Details tab The details recorded in CFT entries are used for management, reporting and analysis. When a person lodges online feedback, they may select options in the online webform that they feel best reflects their feedback issue. The staff member reviewing the CFT entry is responsible for ensuring the complaint is recorded correctly. Accurate recording of feedback enables prompt resolution of issues, business improvement and high quality customer outcomes. Every feedback item must be checked every time to decide if it is correctly recorded. Select the items below to review. Review the Details tab If the feedback is a general enquiry incorrectly recorded as either a complaint, suggestion or compliment, see Table 4 to check for other feedback entries before investigating the feedback If the customer requests their feedback be withdrawn, either verbally or by adding a comment to their online feedback, go to Step 7 If the Feedback Type is recorded incorrectly, for example, the CFT notes have a complaint issue but the Feedback Type is recorded as a suggestion or compliment, go to Step 3 If the feedback is not about a Services Australia issue, see: Other agencies, government departments and non-government organisations (CLK) Other agencies, government departments and non-government organisations (MED) Service Brand Select the service delivery brand (Centrelink or Medicare) the complaint issue is about. If the feedback is recorded under the wrong service brand the feedback item must be removed from reports and recorded in the correct service brand. See Removing Customer Feedback Tool (CFT) entries. Service Type/Service Detail Select the relevant service/payment the feedback is about. If the feedback is: about a supplementary payment, such as Rent Assistance; select 'General Payments and Services: Rent Assistance', not the customer's primary payment, then manage the feedback work item generic feedback about debts, such as repayment options or repayment amounts, update the Service Type/Service Detail dropdown menus as General Payments and Services > Debt Recovery, then manage the feedback work item about a debt for a specific payment type, update the Service Type/Service Detail dropdown menus to the payment type the debt relates to. For example, feedback about a Family Tax Benefit debt should be changed to Families > Family Tax Benefit See the Complaints and feedback index for help with recording the right Service Type/Service Detail for the feedback. I have a complaint/compliment/suggestion about (1) / I have a complaint/compliment/suggestion about (2) Select the relevant reasons. The cause of the feedback must be categorised, not the symptom or the remedy. For example, a customer recorded a complaint about not getting their JobSeeker Payment (JSP) as A Decision, Outcome or Payment: not received. On investigation, the reason they did not get the payment is because their JSP is suspended. The complaint must be recategorised to A Decision, Outcome or Payment: cancellation or suspension. Note: if the feedback is about: a digital or online service, the digital product must also be recorded, for example myGov, online services or Mobile App a claim that has not been finalised or assessed, use A Claim, Application or Assessment Process a claim that has been finalised or assessed, use A Decision, Outcome or Payment an assessment, process or payment including reconciliation, use A Decision, Outcome or Payment See Complaints and feedback index for help with recording the right complaint reasons for the feedback. For: Centrelink only, go to Step 4 Medicare staff, go to Step 6
3	Incorrect Feedback Type When feedback has been recorded against the incorrect Feedback Type (Complaint/Compliment/Suggestion): remove the CFT entry from reporting recreate the feedback under the correct Feedback Type Once the feedback has been recorded: Centrelink only, go to Step 4 Medicare and Aged Care Provider staff, go to Step 6
4	Centrelink only - Recategorise complaint in the CFT Feedback items correctly recorded under the Centrelink General Payments and Services Service Type in the CFT entry must not be reallocated unless it was decided at Step 2 to correct the Service Type/Service Detail. Get help if needed, see Tier 0 technical support - self-sufficiency. Can the service officer action the feedback item? Yes, go to Step 8 No, check the Complaints and feedback index for specific hand-off instructions and follow them. If there is no index item or hand-off instructions: Go to the Details tab Select Edit and update the Service Type to the relevant program. For example, if the current Service Type is ‘Older Australians’ but the complaint is about a Families payment, change the Service Type to ‘Families’ then select the relevant Service Detail, e.g. ‘Family Tax Benefit‘ Change the Feedback Status to 'Feedback Received' Delete the On Hold Expiry Date Select Save Go to Step 5
5	Centrelink only - Recategorise complaint in Work Optimiser In Work Optimiser: Select the Worklist tile Find the Customer Feedback ID number from the Work Item ID column Select the box on the left side of the column (next to the Work Item ID) Go to the bottom right and select Actions Select Unassign From the dropdown menu select Recategorised Place the cursor in the Work Type box. A Select Work Type pop-out will show Key a suitable code from the list below: ZFSR_FEEDBACK_ABY (ABSTUDY) ZFSR_FEEDBACK_CAO (Complex Assessment) ZFSR_FEEDBACK_CAR (Carers) ZFSR_FEEDBACK_DIS (Disabilities) ZFSR_FEEDBACK_FCC (Families and Child Care) ZFSR_FEEDBACK_JSK (JobSeeker) ZFSR_FEEDBACK_OA (Older Australians) ZFSR_FEEDBACK_STU (Students) ZFSR_FEEDBACK_INT (use for international agreement complaints managed by CIS) ZFSR_FEEDBACK_GEN (General) ZFSR_FEEDBACK_PP (Parenting Payment Single and Partnered) ZFSR_COMPLAINT_RCA (Residential Care) ZFSR_COMPLAINT_CALC (use for Residential Care Assessment calculations only) Select Submit Return to Customer First to remove the Employee Responsible and Responsible Group: Go to the Parties Involved tab and select Edit Select the shaded box to the left of the Employee Responsible line (the line will highlight) Select the bin icon Select the shaded box to the left of the Responsible Group line (the line will highlight) Select the bin icon (both lines will be deleted) Select Save Procedure ends here for Level 1.
6	Medicare and Aged Care Provider staff only - Recategorise complaint in the CFT All staff must action suggestions and compliments at Level 1. Can the service officer action the complaint? Yes, go to Step 8 No, and the service officer can find the right business area to manage the complaint: Check the Complaints and feedback index for specific hand-off instructions and follow them. If there is no index item or hand-off instructions continue with this step Review comments in the Notes History tab of the CFT entry to decide the business area where the complaint can be managed Go to the Details tab and select Edit: Update the Service Type to the relevant program. For example, if the current Service Type is 'Your Health' but the complaint is about health professionals, change the Service Type to ‘Health Professionals’ then select the relevant Service Detail, e.g. 'Medicare - Bulk Billing' Change Feedback Status to ‘Feedback Received’ and delete the On Hold Expiry Date Remove the Employee Responsible and Responsible Group: Go to the Parties Involved tab and select Edit Select the shaded box to the left of the Employee Responsible line (the line will highlight) Select the bin icon Select the shaded box to the left of the Responsible Group line (the line will highlight) Select the bin icon (both lines will be deleted) Select Save No, and the service officer cannot find the right business area to manage the complaint: If the staff member is not skilled to action the complaint and cannot find a suitable business area to recategorise, seek support from other service officers (SO4) via the National SO4 Microsoft Teams chat If a response is received, the Skilled SO4 allocates the complaint to themselves and resolves If no response is received: Nonskilled SO4 forwards the complaint to their Team Leader via External Channel - Email function in CFT. In the email, key 'COMPLAINT reallocation' in the subject line Team Leader reviews comments and allocates the complaint to a skilled SO4 in the local footprint. If a skilled SO4 is not available locally, email the complaint to Technical Support Coordination (TSC) team who will allocate to a skilled SO4 Skilled SO4 allocates the complaint to themselves and resolves
7	Customer requests their feedback be withdrawn A customer may request their feedback be withdrawn after submitting their online feedback. This shows as an extra Feedback Details comment in the Notes History tab of the CFT entry. Is there a comment requesting the feedback be withdrawn? Yes, see Removing Customer Feedback Tool (CFT) entries No, go to Step 8
8	Identify the feedback type If the feedback is a: Centrelink complaint, compliment or suggestion, see Table 4 to check for other feedback entries before investigating the feedback Medicare complaint, go to Step 9 Medicare compliment or suggestion, see Table 4 to check for other feedback entries before investigating the feedback
9	Record a Sensitive Information Indicator in CDMS Medicare customer complaints recorded in the CFT must also be recorded as a Sensitive Information Indicator in CDMS with the following: Category: Service Indicator Type: Complaint To add the Sensitive Information Indicator, see Table 7 in Sensitive Information Indicators in CDMS. Note: if a Sensitive Information Indicator is already recorded for an open complaint and a new complaint is received: Go to the Sensitive Information tab Select the radio button on the Complaint indicator line Go to the Comment field and enter the new Feedback ID See Table 4 to check for multiple feedback entries.

Check for multiple feedback entries

Table 4

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Step	Action
1	Service Brand Centrelink, go to Step 2 Medicare, go to Step 3
2	Centrelink - Open Customer Feedback History In Customer First: use the Search Workspace function by keying ‘Feedback’ and selecting Search select Customer Feedback History from the options shown Are there open (not Finalised) Customer Feedback Tool (CFT) entries? Yes: Level 1 CFT entries, go to Step 4 Level 2 CFT entries, go to Step 7 No, see Table 5
3	Medicare - Review the Sensitive Information tab Open Medicare complaints have a Sensitive Information Indicator recorded in CDMS. Go to the customer’s record and review the Sensitive Information alert pop-up table for details of open feedback. Are there open (not Finalised) CFT entries? Yes: Level 1 CFT entries, go to Step 4 Level 2 CFT entries, go to Step 7 No, see Table 5
4	Level 1 Feedback Is an Employee Responsible assigned to the open CFT entries? Yes, go to Step 5 No, go to Step 6
5	Level 1 Feedback - Contact assigned Employee Responsible Contact the employee responsible by Teams or phone to discuss the open CFT entries. Select either: Successful contact Decide together who is best placed to take ownership of the new feedback. It is preferred that one service officer manage all open complaints for the customer. This is more efficient and provides consistent customer service. If handing over the complaint to the other service officer, record them as the Employee Responsible: Go to the Parties Involved tab Select Edit Select the box to the right of the Employee Responsible line. A Search Criteria box opens Select the box to the right of the User line and enter the logon of the employee responsible Select Search Select the name of employee responsible Select Save Procedure ends here If taking ownership of all open complaints: update the Employee Responsible in all CFT entries, see Table 1 > Step 7 investigate and manage the feedback, see Table 5 Unsuccessful contact Read the CFT notes to check where the investigation is at and any progress of the complaint resolution If the complaint issue 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 responsible's manager to decide 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 in all CFT entries, see Table 1 > Step 7 investigate and manage the feedback, see Table 5
6	Level 1 Feedback - No Employee Responsible assigned Take ownership of all open, in scope, unassigned Level 1 CFT entries and update the Employee Responsible. Read the feedback in the Notes History tab of all open CFT entries then select an option below. Multiple feedback - same issue If there are multiple entries for the same issue, leave the CFT entry that was recorded first open. In all CFT entries: In the Notes tab: Select Edit and change the Text Type dropdown to Escalation and Management Document with '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 Close all other feedback items Update Remedy details tab: Use the Remedy Provided dropdown to select Action Taken and Internal Referral In the Free text field key refer to <complaint ID left open> Note: if the complaint is about a digital service, use the relevant option Update Details tab: Change the Feedback Status to 'Finalised' and use 'Not Applicable' for the Outcome channel. Add an Acknowledgement date Select Save Multiple feedback - different issues If there are multiple entries for different issues, investigate and manage each feedback separately. See Table 5 to investigate and manage the complaint.
7	Level 2 Feedback Is a Level 2 Employee Responsible assigned to the Level 2 Feedback? Yes, go to Step 8 No, go to Step 9
8	Level 2 Feedback - Employee Responsible assigned Assign the new CFT entry to the Level 2 service officer: Go to the Parties Involved tab Select Edit Select the box on the right-hand side of the Employee Responsible line Select the box on the right-hand side of the User line and enter the logon of the Level 2 service officer Select Search Select the name of the employee responsible Select Save Send a Complaint Action required email to Level 2 Complaints to request the complaint be assigned to the Level 2 service officer managing the Level 2 complaint(s). Procedure ends here.
9	Level 2 Feedback - No Employee Responsible assigned Staff must check that the Feedback ID of the Level 2 CFT entry is different to the Feedback ID of the CFT entry being investigated. When the service officer confirms the Feedback IDs are different: In the CFT entry: Go to the Notes tab Select Edit and change the Text Type dropdown to Escalation and Management Document with ‘This feedback will be managed by Level 2 as <CFT ID> is already awaiting allocation to a Level 2 service officer.' Select Save Send a Complaint Action required email to Level 2 Complaints to request the Level 1 complaint be assigned to Level 2 service officer as there is an open Level 2 complaint awaiting allocation Note: the feedback item is removed from the service officer’s inbox once it has been reallocated by Level 2 Complaints Procedure ends here.

Investigate and manage feedback

If a child is in immediate danger or risk of harm you must act, and a delegate must call 000.
If you have concerns about a child's safety, conduct the risk and referral process.

Table 5

Expand table

Step	Action
1	Type of feedback Feedback that is not intended to be a complaint, compliment or suggestion is a general enquiry. Review the Notes History tab to decide if the feedback is a general enquiry only and does not include a complaint, compliment or suggestion. If the feedback is: a general enquiry only and incorrectly recorded as a complaint, compliment or suggestion, go to Step 2 a compliment or suggestion, go to Step 3 a complaint, go to Step 4
2	General enquiry - Contact customer Make one phone attempt to contact the customer using CXone Agent Workspace / Services Australia Workspace to: ensure the call is recorded to acknowledge the feedback educate the customer on the correct channels to use to make an enquiry Select either: Successful contact If the person says they did not lodge the feedback, see Table 6 > Step 7 > Contact successful - person says they did not lodge the feedback Educate the customer on the correct channels to use to make an enquiry Answer the customer's general enquiry by providing general information. Give the relevant phone number for help or cold transfer to the relevant main business line if the enquiry is out of scope Go to the Notes tab in the CFT entry: Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document the contact including the date and time of the call, number contacted, details of the discussion, if the main business line number was provided, or if cold transferred to the main business line Request the CFT entry be removed from reporting, see Removing Customer Feedback Tool (CFT) entries Unsuccessful contact Go to the Notes tab in the CFT entry: Select Edit and change the Text Type dropdown to Unsuccessful Contact Details Document the unsuccessful contact including the date and time of the call, details of the message if a message was left, the reason the feedback is considered to be a general enquiry Prepare and send the ‘General enquiry - not a complaint, compliment or suggestion’ email or letter to the customer, then attach it to the CFT entry If the customer has a Centrelink nominee or Medicare representative and: an email was sent to the customer, prepare and send the ‘Nominee_Medicare Representative copy of email' letter to the Centrelink nominee or Medicare representative only, then attach it to the CFT entry a letter was sent to the customer, prepare and send the ‘General enquiry - not a complaint, compliment or suggestion’ letter to the Centrelink nominee or Medicare representative only, then attach it to the CFT entry Follow the instructions in Removing Customer Feedback Tool (CFT) entries Procedure ends here.
3	Compliment or suggestion Compliments or suggestions lodged online are acknowledged at the time of lodgement. The customer gets a message telling them that no response will be provided, and their feedback will be shared with relevant staff and business owners. Level 1 staff do not need to respond to the customer for compliments and suggestions lodged online. Refer the compliment or suggestion to the appropriate staff member or business area, see Compliment or Suggestion in the Complaints and feedback index: Use the Investigate table to help identify the staff or business area the suggestion or compliment is about to code the Business Reference tab Use the Manage table for how to record the Business Reference tab and send the feedback to the staff member's manager or relevant business area Finalise the feedback
4	Investigate complaint Investigate the complaint issue(s): Review the feedback in the Notes History tab to identify the complaint reason(s) Review the customer's record Check if there is a Complaints and feedback index item to help investigate the issue then return to this step and continue Where multiple issues are identified, including compliments or suggestions, record each issue separately in the CFT. For example, if a complainant is lodging a complaint about a staff member and a claim delay, record 2 complaints Is the complaint issue about a potential serious breach of the APS Code of Conduct for misconduct or staff fraud? Yes, see Complaints and feedback index > APS Code of Conduct. Procedure ends here No, go to Step 5
5	Document investigations Go to the Notes tab in the CFT entry Select Edit and change the Text Type dropdown to Investigation Document the investigation details, for example: a chronology of events (who, when, what, where and how) references to any material or resources researched 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
6	Potential systemic issue 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 in the overall operating system, rather than due to specific, distinct isolated factors To decide if the potential systemic issue is a known issue, use resources such as: Technical or Access Support Communications Hub, check: Messages NNU Bulletins Is the complaint issue a potential systemic issue? Yes, go to Step 7 No, go to Step 8
7	Potential systemic issue exists Select either: Known potential systemic issue and can be resolved The issue is known and the complainant's issue can be resolved: On the Details tab, select the Potential Systemic Issue check box Resolve the complaint using the identified workaround or information in the resource material Record any suggestions provided by the complainant to improve the agency’s procedures, legislation or policy Follow instructions in Complaints and feedback index >Suggestion and forward the feedback to the right business area for consideration Document the CFT entry: Go to the Notes tab Select Edit and change the Text type dropdown to Escalation and Management Record why Potential systemic issue was selected. Include any action taken to try to resolve the issue, such as resources used Select Save Go to Step 8. 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. In the CFT entry: Go to the Reason for Escalation tab and select 'Reason 5 - Complex, cross programme or multiple issues' On the Details tab, select the Potential Systemic Issue check box and delete the On Hold Expiry Date Document the CFT entry: Go to the Notes tab Select Edit and change the Text type dropdown to Escalation and Management Record why Potential systemic issue was selected. Include any action taken to try to resolve the issue, such as resources used Select Save Procedure ends here for Level 1.
8	Tailored servicing - More help needed to communicate with the agency Some people have significant barriers affecting their ability to communicate with the agency to resolve their complaint. Where tailored contact and servicing options are needed to meet any accessibility needs, staff should escalate the complaint to Level 2. Level 2 will explore appropriate servicing based on individual circumstances. An example of when to escalate the complaint may include where a complainant with hearing, speech loss, or other disability or medical condition cannot use the agency’s accessibility services, and: Level 1 are unable to remedy the complaint issue(s), or sending an email response requesting the customer phone the agency is not appropriate servicing for their individual circumstances, for example a complaint from an incarcerated customer Does the complainant require tailored servicing? Yes: Go to the Notes tab in the CFT entry Select Edit and change the Text Type dropdown to Escalation and Management Document the CFT with details about why the complaint has been escalated Go to the Reason for Escalation tab Select 'Reason 3 - The complaint is fundamentally sensitive' Go to the Details tab and delete the On Hold Expiry Date Select Save Send a Complaint Action required email to Level 2 Complaints advising tailored servicing is needed Procedure ends here for Level 1 No, go to Step 9
9	Customer vulnerability or allegation of discrimination Is the customer experiencing vulnerability or making an allegation of discrimination or bias? Yes, go to Step 10 No, go to Step 11
10	Indicated vulnerabilities or allegation of discrimination Immediately try to contact the customer or their Centrelink nominee or Medicare representative by phone if information provided by the customer in their online feedback references: suicide or self-harm harm to another person harm to agency property an allegation of discrimination or bias, including seeking support from the Australian Human Rights Commission Select either: Successful contact Discuss vulnerability or allegation of discrimination to obtain further understanding of their situation Consider a referral to a social worker In the CFT entry: Go to the Notes tab Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document the discussion held with the customer in as much detail as possible. Include any action taken to try to resolve the issue, such as resources used, referral(s) offered and if accepted by the customer Select Save For allegations of discrimination, see the Complaints and feedback index > Discrimination For all other vulnerabilities, follow complaint management steps, see Table 6 > Step 7 Unsuccessful contact Escalate the feedback to Level 2: In the Reason for Escalation tab, select 'Reason 3 - Complaint is fundamentally sensitive' Note: when an escalation reason is selected, the Feedback Status on the Details tab automatically changes to 'Escalated' and the Parties Involved tab updates to the correct branch and removes the employee responsible Document the CFT entry: Go to the Notes tab Select Edit and change the Text Type dropdown to Escalation and Management Record details about why the complaint has been escalated In the Details tab: Update Customer Contact Attempts and add the date and time of the unsuccessful contact Delete the On Hold Expiry Date Select Save Send a Complaint Action required email to Level 2 Complaints advising of the vulnerable complainant issue Procedure ends here for Level 1.
11	Manage and document complaint issue See the Complaints and feedback index for help with actions required to manage and resolve the complaint issue, then return to this step Once appropriate actions have been taken: Go to the Notes tab in the CFT entry Select Edit and change the Text Type dropdown to Escalation and Management Document the actions taken, for example: Processed customer claim Requested actions (for example, escalated ICT issue, sent Fast Note requesting priority assistance) Seeking Local Peer Support or Service Support Officer assistance Case consulting with a Team Leader Select Save

Contact the complainant

Table 6

Expand table

Step	Action
1	Status of complaint issue If the initial investigation of the Customer Feedback Tool (CFT) notes and customer record finds the complaint issue is: resolved and the complainant: is aware of the outcome and no other issues are present, go to Step 2 has not been given the outcome or an explanation of the outcome is needed, go to Step 3 not resolved, go to Step 3
2	Complainant has been advised of the outcome Prepare and send an ‘Issue resolved since complaint was lodged’ email or letter to the customer, then attach it to the CFT entry If the customer has a Centrelink nominee or Medicare representative and: an email was sent to the customer, prepare and send the ‘Nominee_Medicare Representative copy of email' letter to the nominee or representative, then attach it to the CFT entry a letter was sent to the customer, prepare and send the ‘Issue resolved since complaint lodged’ letter to the nominee or representative, then attach it to the CFT entry Document the CFT entry: Go to the Notes tab Select Edit and change the Text Type dropdown to Action Taken/Response Provided Record the name of the email or letter sent to the complainant (and their Centrelink nominee or Medicare representative if applicable) and why it was sent Select Save Medicare staff - check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicator using the complaint finalisation date Finalise the feedback
3	Responding to the complainant Phone contact must be attempted if the complainant has a contact phone number, except in the limited circumstances outlined below. Note: the Preferred Contact Channel on the Details tab in the CFT may include ‘Further contact not requested’ but this is a preference only - not a complainant instruction. Review the feedback details on the Notes History tab to check if the complainant has requested: no phone contact (this must be written in the feedback notes and does not include the preferred contact channel the complainant has recorded on the Details tab an email response a written response only to be contacted on a certain date or time If none of the above applies, go to Step 4. Otherwise, select an option below. Complainant asks for no phone contact If the complainant has written in their feedback, on the Notes tab of the CFT entry that they do not want the agency to contact them by phone, escalate the complaint to Level 2: In the Notes tab, select Edit and change the Text Type dropdown to Escalation and Management Document why the feedback has been escalated and details of investigation, including Local Peer Support advice and references to resources used In the Reason for Escalation tab, select 'Reason 8 - Refusal to accept first contact outcome' In the Details tab, delete the On Hold Expiry Date Select Save Procedure ends here for Level 1. Complainant asks for an email response Is a phone number included in the CFT entry or available on the customer’s record? Yes, phone contact must be attempted. When speaking to the complainant, tell them: I know you have requested a response by email, but we have a responsibility to protect your personal information. We can only respond by email with general information. We would like to speak with you to discuss your feedback. If your complaint requires us to access and disclose your personal information we need to confirm your identity. No, go to Step 11 Complainant asks for a written response Is a phone number included in the CFT entry or available on the customer’s record? Yes, phone contact must be attempted, then go to Step 4. When speaking to the complainant, tell them: I know you have requested a written response. We would like to speak with you to discuss your feedback. No, go to Step 9 Complainant asks to be contacted on a certain date or time Where possible contact the complainant on the date or time requested. If the employee responsible is not available during the specific period, discuss with the Team Leader to see if another staff member who will be available can take over management of the complaint If the complainant’s request is not possible to meet, make genuine attempts to contact the complainant by phone. Note: attempts to contact may take up to 2 working days if the initial contact is unsuccessful
4	Centrelink or Medicare customer Is the complainant a Centrelink customer? Yes, go to Step 5 No, go to Step 6
5	Pre-call SMS Alert - Centrelink customer Customers who are 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 check if the customer has their mobile number as their preferred electronic messaging option, 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 6 No, go to Step 6
6	Two phone contact attempts Use CXone Agent Workspace / Services Australia Workspace to make 2 genuine attempts to contact the complainant by phone to acknowledge, discuss and progress the complaint. Note: attempts to contact may take up to 2 working days if the initial contact is unsuccessful. Was the initial contact attempt successful? Yes, go to Step 7 No, go to Step 10
7	Successful phone contact Select an option below. Complainant refuses to complete Proof of Record Ownership (PoRO) If the complainant refuses to complete PoRO and they: have an email address recorded, go to Step 11 do not have an email address recorded, go to Step 14 Complainant did not lodge the feedback If the complainant says they did not lodge the feedback: tell the person the feedback will be closed with no further action go to the Notes tab in the CFT entry: select Edit and change the Text Type dropdown to Action Taken/Response Provided Document the time of the call, number contacted and details of discussion select Save then go to Step 14 Complainant asks to withdraw their feedback If the complainant wants to withdraw their feedback, see Table 3 > Step 7 Complainant completes PoRO If the complainant completes PoRO: Discuss the feedback with the complainant. Use the Complaints and feedback index for help to manage the issue Go to the Notes tab in the CFT entry: Select Edit Change the Text Type dropdown to Action Taken/Response Provided Document the response given to the complainant, including: time (use the service officer's local time zone) details of discussion outcome of discussion any follow up actions needed next complainant contact commitment (if follow up needed) Select Save Does the complainant accept First Contact Resolution? Yes, finalise the feedback No, or they ask for the complaint outcome in writing, escalate the complaint to Level 2, go to Step 9 Follow up action needed If follow up action is needed, go to Step 8.
8	Follow up action needed Select either: First contact commitment date Take action to resolve the complaint if needed. See the Complaints and feedback index for help, then return to this step Hold the complaint until the next agreed complainant contact commitment date. This should not be more than 5 business days from the current date: Go to the Details tab in the CFT entry: Change the Feedback Status to: Investigation in Progress: if further investigation is needed Awaiting Response: if waiting for a response from another business area or the complainant Update the On Hold Expiry Date Do not use the Hold to User function in Work Optimiser Once the complainant contact commitment date arrives, go to Step 4 in this table Second contact commitment date The CFT entry must not be held for more than 10 business days. If the end of the second hold period presents and there is still no outcome, try to contact the complainant. If the contact attempt is: successful: tell the complainant the complaint will be escalated to Level 2 for continued monitoring and action escalate the complaint using 'Reason 5 - Complex, cross programme or multiple issues', go to Step 9 unsuccessful, documentdetails of the unsuccessful attempt, including: time (use the service officer's local time zone) details of the message if a message was left, for example ‘Message left asking the complainant to contact 1800 132 468’ a brief outline of information to be given to the complainant if they return contact
9	Escalate the complaint In the CFT entry: Go to the Reason for Escalation tab: Select an appropriate escalation reason. Note: when an escalation reason is selected the Feedback Status on the Details tab automatically changes to 'Escalated' and the Parties Involved tab updates to the correct branch and removes the Employee Responsible Go to the Details tab and delete the On Hold Expiry Date Go to the Notes tab: Select Edit and change the Text Type dropdown to Escalation and Management Document why the feedback entry has been escalated, discussions with the complainant, the complainant's expectations and their preferred outcome Select Save To escalate the complaint: Warm transfer to Level 2 Complaints if the complainant is on the phone If the complainant refused a warm transfer or an immediate warm transfer is not possible and priority help 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 line with the Customer Complaints and Feedback Policy Procedure ends here for Level 1.
10	Unsuccessful phone contact Select either: First contact attempt unsuccessful Keep ownership of the complaint for the second phone contact attempt Go to the Details tab in the CFT entry: Update the Feedback Status to 'Awaiting response' Update the On Hold Expiry Date for the next business day. This holds the entry for access when next scheduled to online work Note: when the hold date is met the Feedback Status reverts to 'Feedback Received', the feedback stays assigned to the employee responsible Update Customer Contact Attempts and add the date and time of the unsuccessful contact Do not use the Hold to User function in Work Optimiser If the assigned officer is not scheduled for online work within the next 2 business days: Delete the assigned officer as Employee Responsible and delete the Responsible Group from the Parties involved tab. See Table 3 > Step 5 for instructions Select Save On the day of the On Hold Expiry Date, the feedback will present to another service officer Go to the Notes tab: Select Edit and change the Text Type dropdown to Unsuccessful Contact Details Document details of the unsuccessful attempt, including: time (use the service officer's local time zone) details of the message if a message was left, for example 'Message left asking the complainant to contact 1800 132 468' a brief outline of information to be given to complainant if they return contact Select Save Second contact attempt Make a second attempt to contact the complainant by phone on the next business day. Was the second phone contact attempt successful? Yes, go to Step 7 in this table No, document the unsuccessful contact in the CFT entry, see First contact attempt unsuccessful in this step for instructions. If the complainant: has written in their feedback they want a written response to their complaint, escalate the complaint under 'Reason 8 - Refusal to accept first contact outcome'. Go to Step 9 in this table for instructions has an email address recorded (either in the CFT entry or on their customer record), go to Step 11 does not have an email address recorded (either in the CFT entry or on their customer record), go to Step 14
11	Is the complaint issue resolved? Yes, go to Step 12 No, go to Step 13
12	Send email - issue is resolved Prepare and send the relevant pre-approved email template to the complainant, then attach it to the CFT entry If the complainant has a Centrelink nominee or Medicare representative: Prepare and send the ‘Nominee_Medicare Representative copy of email' letter to the nominee or representative, then attach it to the CFT entry Go to the Notes tab Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document the name of the email sent to the complainant (and nominee/representative, if applicable) and why it was sent Select Save Medicare staff - check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators using the complaint finalisation date. All staff - finalise the feedback.
13	Send email - issue is not resolved If no phone number is available, or the complainant is overseas, prepare, send and attach to the CFTthe: 'Email only provided' email if a phone number has not been provided ‘Overseas customer - Contact request’ email if the complainant is overseas ‘Online Services complaint’ email if the complaint is about online services ‘Call wait times’ email if the complaint is about call wait times If phone contact was unsuccessful, or the customer refused to complete PoRO: Prepare and send the 'Unsuccessful contact - Follow up required' email to the complainant, then attach it to the CFT entry If the complainant has a Centrelink nominee or Medicare representative: Prepare and send the ‘Nominee_Medicare Representative copy of email' letter to the nominee or representative, then attach it to the CFT entry Update the CFT entry Go to the Notes tab: Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document the name of the email sent to the complainant (and nominee/representative letter, if applicable), why it was sent and any follow up action or information needed to resolve the complaint Select Save Medicare staff - check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators using the complaint finalisation date. All staff - finalise the feedback. If the complainant responds to the email and contacts later, a new CFT entry must be recorded.
14	Is the complaint issue resolved? Yes, go to Step 15 No, go to Step 16
15	Send letter - issue is resolved Prepare and send the relevant approved letter template to the complainant, then attach it to the CFT entry If the complainant has a Centrelink nominee or Medicare representative: Prepare the same letter sent to the complainant for the Centrelink nominee or Medicare representative, then attach to the CFT entry Update the CFT entry Go to the Notes tab Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document the name of the letter sent to the complainant (and their nominee/representative if applicable) and why it was sent Select Save Medicare staff - check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators using the complaint finalisation date. All staff - finalise the feedback.
16	Send letter - issue is not resolved Prepare and send an approved letter to the complainant: If contact was unsuccessful or the customer refused PoRO, send the 'Unsuccessful Contact - Follow up required' letter, then attach it to the CFT entry If the complainant is overseas, send the ‘Overseas customer - Contact request’ letter, then attach it to the CFT entry If the complainant has a Centrelink nominee or Medicare representative: Prepare the same letter sent to the complainant for the Centrelink nominee or Medicare representative, then attach it to the CFT entry Update the CFT entry Go to the Notes tab: Select Edit and change the Text Type dropdown to Action Taken/Response Provided Document the name of the letter sent to the complainant (and their nominee/representative if applicable), why it was sent and the reason further contact is required Select Save Medicare staff - check if a complaint Sensitive Information Indicator has been recorded in CDMS. If so, end date the complaint Sensitive Information Indicators using the complaint finalisation date. All staff - finalise the feedback. If the complainant contacts later, a new CFT entry must be recorded.

Operational Information

Level 1 - Online feedback 104-21012236

On this page:

Retrieve and assign feedback

Authenticated, unauthenticated and anonymous feedback

Review and identify feedback type and details

Check for multiple feedback entries

Investigate and manage feedback

Contact the complainant