Level 2 complaints - Child Support 277-09020030

Most Level 2 complaints are escalated Level 1 complaints. A Level 2 complaint should be finalised within 10 business days of receipt.

Consider the following criteria to assess whether a customer is making a general enquiry or a complaint:

• the way which the customer communicates or expresses the issues
• the urgency of the issues raised
• the potential or actual impact of the identified issues on the customer
• prior or ongoing attempts at resolution through regular business processes

General enquiries are contacts from customers for information or advice. Their intention is not to make a complaint, compliment or suggestion. Some examples of general enquiries may include when a customer:

• is not happy with a decision and wants to know their review rights
• wants to know about a payment date or amount
• needs help to complete a transaction online
• seeks advice about collection options or the progress of an objection or Change of Assessment decision

A complaint is not a review of the correctness of a decision. Customers must pursue their review rights through the relevant channels such as objection or the Administrative Appeals Tribunal (AAT).