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Documenting Child Support information 277-01030000

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Risks to a customer's privacy have been identified. See Separating Safely - protecting personal details to make sure the customer's personal details are safe before progressing.

This document provides the process Service Officers must follow when documenting child support information.

Reasons for documentation

Documents are a record showing:

  • what happened
  • the information provided, and
  • any recommendations or decisions made

These records are the property of Services Australia.

Services Australia use documents to:

  • meet legislation and policy requirements
  • explain decisions
  • help resolve enquiries, complaints, objections and compensation claims, and
  • achieve consistent and fair service delivery outcomes

Call recordings must not be the only record of customer contact.

The Resources page contains links to attachments and examples of appropriate documentation, hints for documenting in real time and relevant contact details.

Level 1 complaints - Child Support

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