Contact with Child Support customers 277-01010000

Making phone contact (including National Relay Service (NRS) or Teletypewriter (TTY) is mandatory. It supports customers and allows:

• explanation and clarification about decisions and impacts
• customer questions about process and decision-making
• questions about other options and child support concerns

For customers who reside overseas, a phone first approach may delay our attempts to contact them. This is because many overseas customers reside in time zones we cannot phone during standard business hours. It may be more appropriate to issue a unique letter when:

• the customer’s time zone means we are unable to phone them during standard business hours
• they have an active CSA Online account, and
• their letter preferences are set to online

Phone contact must still be attempted where the customer meets one of the criteria for additional contact attempts, see table 1 step 2.

To maximise phone, NRS or TTY contact:

• Consider:
• time zones (interstate, overseas, overtime requirements)
• the customer’s preferred contact arrangement
• sensitive indicator/s
• pre-call SMS notification (Australian mobiles only) to encourage the customer to answer

• Make one phone, NRS or TTY attempt on all available numbers. Contacting all available numbers is considered one attempt. All available numbers includes:
• an authorised representative
• an alternative contact
• an employer (where known)
• Call at different times during business hours
• Leave messages to call back during business hours
• Send ‘please contact SMS’ notification (Australian mobiles only) to encourage the customer to call back

• time, if not documented in real time
• contacting all appropriate number/s
• reason for the contact
• contact letter sent (if applicable)
• please contact SMS sent (if applicable)

When recording contact attempts in the case note pad do not record the actual phone number, only record the type of call, for example 'Attempted to contact parent on their mobile'.

Do not document a customer’s personal information (full name, address, contact numbers etc.) in a case-related window notepad unless directed in a macro. This helps mitigate privacy incidents.

Note: if contact with a customer is not successful before taking enforcement action via employer withholding, see Step 6 in Table 1 of Service Officer role in setting up Employer Withholding (EW) linking.

In the following circumstances, make 2 additional contact attempts over 48 hours.

Try all available numbers by phone, NRS or TTY, and use pre-call SMS notification.

• Known family and domestic violence (FDV) issues
• Affected by an emergency event
• Debt but no collection avenue
• Identified as:
• Culturally and Linguistically Diverse (CALD)
• Indigenous, or
• Remote
• Risks or impacts indicate additional contact is required to support the customer, or achieve an outcome

Different Operational Blueprint procedures may apply for:

• Parents and Carers under 18 years of age
• Applicants who indicate Family and Domestic Violence in their Application for assessment - online and written applications
• Personalised Services
• Incarcerated customers
• Debt Enforcement Referral
• Deceased customers
• Change of Assessment (COA)
• Employer withholding
• Objections customers
• Customers with a COA for Assessment application in progress

Customers with a TRIP exception intray who meet the criteria in Step 2 in Table 4 of TRIP exceptions.

If phone, NRS, TTY or SMS 'please contact' attempts are not successful, send a ‘please contact’ letter.

Use pre-approved text about the reason for contact.
For specific action pre-approved text, see Table 6 in Letters Cuba Process Help.

Issue 'please contact' letters for:

• care, income etc, through the Letters window or
• collection or enforcement, through the Collection window

Standard response times are:

• online - 10 calendar days for domestic and international customers
• surface mail - 21 calendar days for domestic and 35 for international customers

Allow the customer time to respond. Consider if the request is:

• for contact
• to supply information
• surface or online mail

Use discretion in allowing more time in the following circumstances:

• Remote location
• Natural disaster
• Public holiday
• Effect for both parents of delayed outcome

Continue trying to contact the customer while waiting for a response.

If a customer has not responded to supply written evidence by the due date, check  inbound mail handling time.

To maximise the chance to explain a decision, contact attempts can be made during the 14 day auto-unlock period.

Where an employer has not complied with a notice, do not send a CAL.
Refer the non-compliance for Employer Services action.

Some customers have nominated special contact considerations.
Those considerations differ from imposed restricted service options.

• Child Support imposed restrictions. Personalised Services teams manage these customers. For example, 'write only' customers. See Personalised Services
• Customer initiated special contact considerations. Owning business areas manage these customers. Check the Special Contact field on the Cuba Client Profile window for appropriateness

Examples of customer initiated special contact arrangements include:

• No telephone contact. For example, remote location, disability
  Do not use the words 'write only'
• Restricted availability during business hours. For example, call only after 5pm or don't call before 10am
• Other special requests. For example, do not leave voicemail messages
• Customer request contact in writing only. This preference is noted however Services Australia may require to contact the customer by phone.
  Update the Special Contact field in the Client Profile window to 'Cust Requests comms to be in writing'.
  Do not use the words 'write only' for customers who request special contact arrangements

Customers can limit how often the agency contacts them by making sure their details are up to date. For example, current contact, income and care details. Where a customer does not make debt payments on time and in full, the agency may contact them using a non-preferred method.

Contact via non-preferred method

Consider a customer’s contact preferences. If, due to the urgency or specific nature of the issue, a non-preferred method contact is used, always acknowledge it. Provide an explanation about why the contact is necessary.

Some customers have alternative contact arrangements.

Record an alternative contact person or number via the Individual Customer Details window by clicking on the Alternative Contact dialogue box button. Include the role and an end date.

Note: an alternate contact person is not a customer representative. Do not provide case or customer specific information to an alternate contact.

For example, at registration, a customer provides an alternative contact number valid for 3 weeks. It is a remote work site number. Record the details via the Individual Customer Details window. Complete the Alternative Contact dialogue box with the role and an end date.

Service Officers must introduce themselves. Messages must be professional, appropriate and mindful of customer privacy.

Messages can be left:

• on a voicemail service
• on an answering service
• with a third party. For example, alternative contact, authorised representative, receptionist, employer

Only the Parent Support Team can leave messages for an under 18 parent or carer. See Customer Referral Guidelines, Parent Support Team.

Do not leave consequence statements or other messages on voicemails or with a third party.

Example message for leaving a voicemail for the customer:
‘Hi [customer first name]. This is [first name] from Services Australia. Please call us today on [number] during business hours. Please have your reference number when you call. Thank you.’

Authorised representatives may have more than one customer. For example, Legal Aid. Tailor your interaction where organisations have a multi-layered reception service.

• Example for organisation/reception service:
  ‘Hi [person’s name that answered]. This is [name] from Services Australia. May I please speak with [authorised representative name]? Is there another number I could reach [authorised representative first name]? Could you please ask [authorised representative first name] to call me / us on [number] during our business hours about [customer’s first and surname]? If they could please have [customer’s first and surname] reference number when they call. Thank you’.

• Where a voicemail identifies the authorised representative:
  ‘Hi [authorised representative first name]. This is [name] from Services Australia. Please call me / us on [number] during our business hours regarding [customer’s first and surname]. Please have [customer’s first name] reference number when you call. Thank you.’

• Where a voicemail does not identify the authorised representative:
  ‘Hi [authorised representative's first name]. This is [name]. Please call me / us on [number] during our business hours regarding [customer’s first name]. Please have [customer’s first name] reference number when you call. Thank you.’

• Example for organisation/reception service:
  ‘Hi [person’s name that answered]. This is [name] from Services Australia. May I please speak with [alternative contact's first and last name]? Is there another number I could reach [alternative contact’s first name]? Could you ask [alternative contact's first name] to call me / us on [number] during our business hours with their reference number? Thank you.’

• Where a voicemail identifies the alternative contact:
  ‘Hi this is [name] from Services Australia. Please ask [alternative contact’s first and last name] to call me / us on [number] during our business hours with their reference number. Thank you.’

• Where a voicemail does not identify the alternative contact:
  ‘Hi this is [name]. Please ask [alternative contact’s first name] to call me / us on [number] during our business hours, Thank you.’

For example, a workplace, partner, spouse.

Do not leave consequence statements or other messages with the third party or in a voicemail message.

• ‘Hi [person’s name that answered]. This is [name]. May I please speak with [customer’s first name]? Is there another number I could use for [customer’s first and possibly last name if more than one person has the same first name]? Could you please ask [customer’s first name] to call me / us on [number] during our business hours? Thank you.’

When customers contact Child Support, the Interactive Voice Response (IVR) service announces they have called Services Australia - Child Support.

The introduction sets the tone of the conversation. It is the first impression a customer has of Child Support.

• Identify themselves with their first name.
  Disclosing a full name is not required.
  Concerns about disclosing a first name must be discussed with a team leader or manager

• Copy the contact number, name and CSRN in case of disconnection.
  If disconnected during a call, or while transferring or holding a call, immediately contact the caller to continue the conversation.
  If either party cannot hear the call, end it.
  Immediately contact the caller to continue the conversation

• Be professional and non-judgemental

• Inbound calls
  ‘Hello, this is [your name]. Thank you for your patience. How may I help you today?’
  or
  ‘Hello, you're speaking with [your name]. Thank you for your patience. How may I help you today?
  Continue listening until call ends

• Warm transfers
  ‘Hi [name of person who answers]. This is [your name] from [business line/team/Services Australia - Child Support], I have [customer name] who would like to discuss [issue]. May I transfer [customer first name] please?’ ‘[Customer first name] thank you for your patience. I have [name] who will assist you today.’
  Continue listening until the transfer completes, then end the call

• Cold transfers
  No greeting is required. Listen for the connection ringing for the customer journey to continue

• Receiving warm transfers or internal calls
  ‘Services Australia, this is [your name] How may I help you today?’
  Continue listening until call ends

Holding calls
'I need to put you on hold so I can look into this for you. If we disconnect, I will call you back on this number.’
When taking off hold ‘Thank you for your patience’

Assisted outbound calls

Always use the assisted outbound calls function by selecting the dial out icon on the toolbar because it:

• auto-dials all numbers until a successful connection is made, and
• auto-generates a receipt number at the beginning of the call

The outbound dialler uses auto-dial numbers from Child Support and Centrelink records. If the Centrelink numbers are invalid or no longer used by a customer or authorised representative, use the Centrelink/Child Support information exchange macro to request deletion.

When the call is answered, introduce yourself and let the person know you are calling from Services Australia.

Once the customer confirms their name, you can let them know you are calling from Child Support.

Before advising of the purpose of the call, or providing any information, you must complete the authentication process. See Authenticating a Child Support customer.

Check if it is a convenient time for the customer. This is not required when calling to discuss debt/overpayment.
It is critical to address this subject when the customer is on the phone. It creates a sense of urgency and conveys a need to discuss it now.

Where the call proceeds, read the following:
'I need to inform you this may be recorded or listened to for quality and coaching purposes.'

If a customer does not want the call recorded, or later asks for recording to stop, see Step 5 in Table 1 of Call and screen recording - information and access.
Continue listening until the call ends.

If the customer does not have time, tell them to call back during business hours on [number].

Note: this process also applies for outbound calls to authorised representatives and alternative contacts.

If a child answers, ask for the intended customer or another adult.
Do not leave a message with a child.
The Parent Support Team manages contact with under 18 parents or carers, not children of an assessment. See Customer Referral Guidelines, Parent Support Team.

If the person answering is not the customer and does not know them, thank them for their time. Check the dialled number against the correct record and try all other contact numbers.

Call answered by customer, authorised representative or alternative contact:
‘Hi, [customer name] speaking’ or ‘[Customer name].’
‘Hi [first name of customer]. This is [name] from Services Australia. Is now a convenient time to talk?’

To protect privacy, conduct identity confirmation with every customer or authorised representative. See Authenticating a Child Support customer.

To record the customer or authorised representative identity confirmation details in:

• Cuba, use the Call Management macro
• Pluto, record the details in the right hand call menu

Use information in the Customer Referral Guidelines to transfer calls internally.

Services Australia Workspace must be used to make sure:

• the call is recorded
• a customer receipt number is generated, and
• a screen pop is generated to provide customer details

If disconnected during a call, or while transferring or holding a call, immediately contact the caller to continue the conversation.

The correct way to transfer a call using Services Australia Workspace depends on whether the customer is managed by the Service Officer or business area.

Transferring a customer to a business area that does not own/manage the customer:

• Select the Index button and use the Transfer tab

Routing a customer to the owning business area:

• Select the Index button and use the Routing tab

Routing a customer managed by an owning Service Officer:

• Select the Index button and search 'cs case owner', then warm transfer to Service Officer
• Transferring a customer to a specific specialist Service Officer who is managing a customer issue, or to a Team Leader due to a call escalation: check officer availability
• Select the Dial field and type *8 then the extension number
• The number for internal transfers is the 6 digit extension and must be a warm transfer

Known issue – calls transferred to Child Support from Centrelink

These calls cannot be transferred using CS Case owner Transfer because they started in the Centrelink IVR. This results in the Child Support customer information not populating.

When these calls are received attempting to use Case owner Transfer will result in an engaged tone instead of transferring to the case manager. If this occurs, officers must transfer the customer using the *8 prefix then the extension number.

See Resources for a link to Services Australia Workspace.

When warm transferring a call:

• Explain to the customer the reason for transferring the call. For example, due to specialised expertise being required to make sure they receive the best service to resolve all issues in real time
• Provide an effective introduction to the receiving officer
• Explain the reason for the transfer to the receiving officer. Include progress of completed and/or outstanding issues or if more referrals are required at the end of the call
• Document the transfer

Transfer customers to external organisations with a public contact number. For example the Australian Taxation Office (ATO).
Note: Service Officer must be using Services Australia Workspace so call recording continues.

Continue listening until the transfer connects to the new queue or external number.

Do not transfer a customer who provides or asks to call a private mobile or landline.

There is no way to know who owns the number and the impact of doing so.

As a customer call progresses through the Interactive Voice Response (IVR) service to a Service Officer, they may receive an offer to complete a customer satisfaction survey, CHAS, on completion of their call. The customer's response to this offer is located in the Case information window:

• 0 - survey not offered (eligibility check performed and caller was not eligible)
• 1 - caller was eligible, survey offered, caller accepted
• 2 - caller was eligible, survey offered, caller declined/not accepted/invalid entry
• 8 - caller was eligible, survey offered, caller timeout

The Services Australia Workspace case information window will display ‘PostCallSurvey’ if the customer elected to complete the survey.

See Resources for a link to Supplementary Services Australia Workspace Quick Reference Guide.

Transfers to the CHAS survey automatically initiate when the Service Officer ends the call using Services Australia Workspace.

At completion of a call:

• Remind the customer they agreed to the survey
• Tell them they will be transferred after the call ends
• End the call using Services Australia Workspace

If a customer requests a call back when calling from a mobile, determine if it is appropriate to:

• call back immediately to maximise reissue resolution
• send a pre call SMS notification (for Australian mobile numbers only), or
• call back at an alternative time

If calling a customer back on a mobile phone during a phone shift:

• change to After Call Work (ACW) mode in Services Australia Workspace
• tell the team leader about the immediate call back

Add a Special Contact and Remote indicator in the Client Profile window:

• Special Contact field: select other
• Special Contact Detail field; record NORFOLK ISLAND - SEE CONTACT NOTE
• from the Location details tick box, add a Remote indicator

Record a document:

• Subject: Contact Note
• Text: Island/Country telephony Code +6723.
  all Norfolk Island telephone numbers are 5 digits
  all landlines start with 2#### for example 21234
  all mobile telephones start with 5#### for example 51234

See Customer Referral Guidelines, Norfolk Island customers.

Make International calls directly through Services Australia Workspace. This ensures call recording.

International calling enabled:

• Dial 0011–6723 plus the 5 digit landline or mobile. For example, 0011–6723-21234
• If the connection fails, try again. If it fails again, try with a 0 before the IDD code example, 0 +0011 +44 etc

International calling not enabled:

• 8:00am to 5:30pm AEST, Monday to Friday
• Contact switchboard on 657788 or 02 6155 7788
• Request Norfolk Island connection

For calls outside switchboard times, request a mySupport ‘Telstra - Add or remove international calls’. See Resources for a link to mySupport.
Requests for International Direct Dial access require EL2 approval.

International calls can be made directly through Services Australia Workspace. This ensures call recording.

Allow for time differences to maximise the possibility of successful contact.

Dial the:

• IDD code - used to make an international call out of a country (normally 0011 for calls from Australia)
• Country code - a specific code for calls to each country, and
• Phone number

Example

To call a UK mobile number 07654 123 123 from Australia, dial:

• 0011 (IDD code) +44 (UK country code) +7654 123 123 (mobile number without the 0)
  If connection fails, try again.
  If it fails, try again with a 0 before the IDD code example, 0 +0011 +44

Note: international calls do not require team leader approval. Ongoing audits will make sure calls are appropriate.

If a customer is deaf, has hearing loss or a speech disability, use the National Relay Service (NRS) to contact them. The NRS provides access to the telephone network via either:

• internet relay
• speak and read
• read and type
• type and listen, or
• speak and listen

See Social worker and other service referrals for child support customers.

Customers using Teletypewriter (TTY) can call Services Australia through a direct TTY Freecall service or by utilising the NRS.

A professional interpreter service is available for customers from culturally and linguistically diverse backgrounds, where their preferred language is not English.

Use simple everyday language when talking to customers. This makes sure decisions are understood by the customer.

Do not assume that customers are familiar with internal Child Support jargon, technical terms, or acronyms. Approved acronyms and abbreviations are for internal use only. When speaking with a customer:

• Tailor the language to the customer and their situation
• Use simple, everyday language wherever possible
• Avoid using Child Support jargon, technical terms and acronyms, or referring to internal business lines by the names used internally

Poor example:

‘Cheers Barry, here's what we'll do today. I'll take that ITD from you and load it into Cuba - I'll be able to tell you in just a minute if that changes your liability.

You'll need to speak to a couple of different areas today. I'll put you through to SET first, so they can take your estimate. From there they can transfer you to COA to discuss your options for applying for a change of assessment, to have Billy's income considered. Does that all sound ok to you?’

Example

‘Thanks for that Barry, here's what we'll do today. I'll record your income information - that will replace the income we were using for you, which might change your child support rate. I'll let you know in just a minute if that's the case.

Now you mentioned you've had quite a drop in income - you might be able to lodge an income estimate, which means we'll calculate your child support based on what you earn this year, rather than what you earned last financial year.

You also mentioned that Billy's started an apprenticeship and you think Billy’s income should be taken into account. We have a process where you can ask for your child support to be changed based on special circumstances, called change of assessment. If you like, I will discuss a change of assessment after you've talked about your income estimate, so you can get more information about what's involved.’

At the time of making a decision, if unable to speak with all affected customers individually, the required contact attempts must be made before finalising the decision. This supports reducing the number of customers contacting the agency for an explanation of the decision.

The Decision Maker is responsible for clearly documenting the decision. This will assist explanations to a customer.

When explaining decisions to customers, keep the conversation factual and only refer to information relevant to the decision. Do not disclose contact details, opinions, comments or reactions between the parties.

If a customer does not agree with the explanation of decision and wants it reviewed, discuss appropriate options. These may include:

• new administrative action such as reviewing a payment arrangement
• new decision if circumstances have changed
• Change of Assessment if the customer has special circumstances
• error correction, simple factual errors and some more complex errors can be fixed without the need for an objection
• a complaint if the customer is unhappy with the service provided rather than the actual decision
• an objection to the decision

This step is not for customers who mention suicide or harm (self or others). See Customers talking about suicide or self-harm.

Do not stop listening until the call disconnects, as information may be missed that requires actioning. If a customer demonstrates aggressive or counterproductive behaviour, remain calm and courteous.

Try de-escalation techniques before continuing to resolve the reason for contact.

Warn the customer before ending a call

For example: ‘I may not be able to continue this call with you because you are (quote behaviour). This is making it hard to work out how to help you. If you continue to (behaviour), I will end the call without any further warning and then discuss it with my manager/team leader.’

If the behaviour continues, tell the customer the call is ending. End the call politely.

If the Service Officer ends the call against the customer’s wishes:

• Discuss with team leader or manager
• Record an incident in the Child Support Customer Incident Report Tool (CIRT)
• Create an ESSentials > WHS entry if injured or impacted by the incident

Team leader/manager must:

• Listen to the call recording
• Review the incident and decide if follow up action is needed:
• Is a manager call back required?
• Does the customer require a warning regarding the behaviour?
• Is there an error requiring escalation?
• Can we explain the situation differently?
• Is the customer managed by the right area?
• Is a referral to Personalised Services or external provider appropriate?
• Has the customer been provided with other options such as a representative or online channel?
• Does the customer want to make a complaint?
• Check for previous incidents of call termination, customer aggression or threats
• Escalate to Service Manager if appropriate
• Check the Service Officer has:
• warned the customer regarding the behaviour before ending the call
• recorded all customer behaviours and actions in the CIRT
• added a Sensitive Issue Indicator on the customer’s profile window in Cuba
• completed an ESSentials record (if injured or impacted by the incident)
• Update manager actions in the CIRT
• Finalise the incident

If a customer places a call on hold or leaves the phone unattended, the general rule is to allow 30 seconds for the customer to come back to the call.

If the customer wishes to take another incoming call or is at work:

• tell the customer their call will be terminated if they do not return within 30 seconds. Use discretion, based on the customer’s circumstances at the time of the call

If the customer does not return within that time, terminate the call. The customer must ring again.

The IVR message tells the customer: 'For a record of your call, you can request a receipt number'.

Provide the customer with the call receipt number:

• On request for inbound calls
• At the end of the call for outbound calls
• Via electronic messaging (such as SMS) if they cannot record it at the time of the call

To get the call receipt number in:

• Cuba, Customer screen > Go menu > Customer receipt number
• Pluto, from either the Outbound Call window or the Customer Summary page > recent Activity tab

If a call receipt number has not generated, create it manually:

• select Generate Receipt Number, and
• provide the number to the customer