Level 2 complaints - Child Support 277-09020030

If the complaint is a written complaint, see Written Complaints received - Child Support

Acknowledge the customer’s complaint so they know it is receiving attention. Manage the customer’s expectations by:

• providing an overview of Child Support’s complaint process
• providing timeframes for investigating the complaint
• determining the remedy sought by the customer and confirming what can and cannot be done
• telling the customer:
• their complaint is being managed as a Level 2 complaint
• they will be kept informed of the progress every 5 business days, and
• the agency aims to resolve complaints within 10 business days

Identify the customer’s issues and ask if they have a preferred outcome.

For telephone complaints:

• clarify the issue while the customer is on the phone
• investigate and finalise the complaint in the initial call if possible

record in Cuba using the Complaints handling macro

With written or online complaints, unless they specifically ask for a response in writing:

• contact the customer within 3 business days of receipt
• clarify the issues raised

Ended calls

Do not remove headset before ending a phone call, see Contact with Child Support customers > Ending phone calls

Establish if the customer has:

• lodged many complaints about the same issues. For example, they have also lodged a complaint with the Commonwealth Ombudsman or an MP, or
• another Complaints Officer is already managing the complaint issues

If they have:

• determined if there are any additional complaint issues
• liaised with the other officer to determine how to manage the customer to minimise double handling and maximising customer satisfaction

If a customer lodges a new complaint while a Complaints Officer is investigating an existing complaint, transfer the call to the owning Complaints Officer.

If the owning complaints officer is unavailable and the call is about:

Existing complaint + Read more ...

A new issue + Read more ...

Recently finalised complaint + Read more ...

Business areas are responsible for providing timely notification of any serious and/or notifiable incidents for escalation.

Notifiable incidents may include matters to do with:

• Customer aggression
• Customer or staff safety
• Media attention
• ICT system issues or outage

An incident is classed as serious if it is:

• likely to be subject to enquiry or scrutiny by the media
• considered politically sensitive, or
• may cause significant impact to:
• the day to day operations of Services Australia
• the health and safety of staff or customers
• the reputation of the agency, or
• a community or region including an emergency event

Staff must:

• manage the incident and the immediate safety of staff, customers and the public
• notify their manager so they can follow the Escalation process

Is the complaint serious/notifiable incident?

• Yes, see Table 4
• No, go to Step 6

Assess the complaint to decide the action to take.

Complaints Officer’s must consider all the customer’s issues and any other relevant concerns identified.

For any of the following scenarios, follow the link to the relevant section for more details:

• Customer on Managed Service Plan (MSP)
• Complaint from a Personalised Services customer
• Repeat calls from Personalised Services customers
• Privacy incidents
• Complaints from children
• Market and Social Research
• Complaints about staff behaviour
• Complaints about staff personal characteristics
• Complaints about another Complaints Officer
• Compensation
• Complaint is about a departure prohibition order (DPO)
• Complaints from non-customers
• Complaints from Indigenous customers requiring specialised support
• Transgender, intersex and non-binary complaints
• Complaints relating to the Australian Taxation Office (ATO)

• Use after call work to immediately document the call in the PS stacking document in the Communication window
• Tell the Personalised Services Service Officer (PSSO) of the customer contact. The PSSO will decide how best to manage the matter

If PSSO confirms the complaint is to be managed as a Level 2 complaint:

• discuss any proposed actions with the PSSO to make sure they are consistent with the existing Customer Management Plan (CMP)
• any written responses to the customer must be reviewed by the PSSO before sending. Email a copy of the letter to the PSSO and copy in the relevant PS Service Support Manager (SSM). Request approval of the letter within 2 business days. If approval is not received within 2 business days, follow up with the PS SSM

Repeat calls from PS Customers

For repeat callers:

• document all incidents and post incident contact and/or attempts in the Customer Incident Recording Tool (CIRT) with the correct level of priority
• make sure all work is as up to date as possible on the customer’s record. For example, update the Client Profile window notepad with the CIRT incident number and details of any post customer contact
• contact assigned PSSO via MS Teams or if not available, warm transfer customer to the PS queue

Complaints Officers may receive phone calls from customers with an MSP. See Personalised Services or check the Profile window for any servicing restriction.

All communication with the customer must adhere to the restricted service arrangements.

Customer contact not in accordance with the MSP + Read more ...

Customer contact in accordance with the MSP + Read more ...

Customer complaint about the decision to restrict service + Read more ...

Repeated requests for review of MSP + Read more ...

A behavioural complete is a complaint about the way in which an individual staff member interacted with a customer.

Customers may perceive assertive behaviour as threatening. For example, a customer may state a Service Officer was threatening in their behaviour because they said they were going to take enforcement action. An appropriate way to respond to this issue may be an explanation of Child Supports, including:

• collection and enforcement policy, and
• the reasons for taking enforcement action

Level 2 Complaints Officer investigates a behavioural complaint where sensitivity or complexity apply. In these circumstances, the Complaints Officer will listen to the call recording.

Refer all other behaviour complaints to the Service Officer’s Team Leader.

Record Level 2 behavioural complaints using either of the following category and complaint issues:

• Quality of Service - Bias
• Quality of Service - Lack of courtesy

When a customer makes a behavioural complaint:

• ask the customer for specific examples of what the service officer actually said and how was it said
• create a Complaint follow up intray and forward to the Team Leader of the Service Officer involved for investigation
• email the Team Leader details of the behaviour complaint
• consider a well-placed and appropriate apology for the customers experience
• use the Complaints handling macro to document the complaint in Cuba. Include:
• sufficient details to enable the investigation of the behavioural complaint
• minimal details about the Service Officer. First name, user ID, team and site only
• explain:
• Services Australia take complaint about behaviour seriously
• the staff member’s Team Leader will review and discuss the complaint with their staff member
• they will not get a call back or a response because behavioural complaints are managed internally

If the customer insists on a response, the Level 2 Officer is responsible for updating the customer about the behavioural complaint outcome.

The Level 2 Officer will not finalise the Level 2 complaint until the Team Leader has actioned the behavioural aspect of the customer’s complaint.

The Team Leader manages the behaviour complaint by:

• Reviewing the customer issues
• listening to the relevant call recordings
• providing feedback to their staff as appropriate
• documenting action taken into the Level 2 complaint notepad:
• Date reviewed – date call recording was reviewed
• Person completing – team leader first name/team/site
• Feedback provided - yes/no
• Outcome summary – either upheld or not upheld and any comments (being mindful of staff privacy)

When finalising the complaint:

• record the remedy of the behavioural complaint as REFER TO OWNING TEAM TO ACTION, and
• the Level 2 Service Officer records the outcome after the Team Leader has documented their findings
• continue to manage all other complaint issues raised by the customer

The Team Leader is responsible for the internal process for managing the behavioural complaint.

The Complaints Officer who took the complaint will continue to manage the other complaint issues.

Feedback for behavioural complaints

Team leaders who manage behavioural complaints about their staff give feedback as appropriate. Documentation in Cuba should only reflect that the customer’s behavioural complaint has been actioned. The Team Leader processes the behavioural complaint outcome in Cuba without finalising the complaint. The Level 2 officer will finalise the complaint in Cuba.

See Report Suspected Fraud and Corruption, if a customer or staff member’s privacy may have been compromised by:

• unauthorised access to information, or
• other fraudulent activity

Note: if the complaint issues relate to an allegation of staff fraud or code of conduct, the Complaints Officer must discuss with the SSM.

Failure to report a privacy incident in a timely manner can result in serious consequences. Timely action can reduce the risk of physical harm to customers or other negative consequences.

Advise the customer:

• the agency treats any allegation of a privacy incident seriously
• the privacy incident has been referred to the appropriate area so they can investigation
• if they request an outcome, after the complaint is completed they will be contacted

Confirm how the customer would like to be contacted with the outcome of their privacy complaint. Record details of this in the PIN.

If the matter is of sensitive/urgent nature

Staff must:

• manage the incident and the immediate safety of staff, customers and the public
• immediately speak to their manager
• complete the Privacy Incident Notification (PIN) form in the Privacy Incident Portal. If the complaint has safety issues such as self-harm or FDV, make sure the PIN reflects specific details of the incident, action taken and support offered. The privacy team in reviewing the PIN need to know all required actions were to manage and mitigate the safety concerns
• ensure the PIN includes sufficient details. Action may need to be taken before completing the PIN such as:
• reviewing a call, or
• undertaking extra investigation
• copy in the Complaints Officer's Complaints SSM
• consider a referral to a specialised business area such as Parent Support Team (PST) or Personalised Services (PS)
• send the completed PIN to the Privacy team

Matter is not of a sensitive/urgent nature

Complete the PIN on the day of the call.

If there is an FDV indicator on the customer or a CIRT related to the incident but these are not related to the privacy incident or impact the customers safety, make this clear in the PIN details.

Finalise the complaint

Are there other complaint issues or escalations in progress?

• Yes,
• Investigate the issues and, manage as a Level 2 complaint
• If the customer wants a written response, the Privacy team will provide a written response after completing the privacy investigation. Tell the customer their concerns have been escalated to the privacy team
• No, finalise the complaint, see Table 7

The Parent Support Team (PST) are responsible for managing all other aspects of cases involving parents and carers under the age of 18. This is from the point of case registration until they turn 18.

Note: complaints from children, including parents and carers under the age of 18 are considered sensitive in nature and managed accordingly.

If a child is in immediate danger or risk of harm:

• a delegate must call 000
• all other staff must contact a member of the leadership team immediately

Child Safety

Receiving information about risk to a child must be reported. See Risk identification and management of threats to the safety or welfare of a child.

• Complete a Release of Information Form, including to whom you disclosed the information
• Do not record any details in Cuba about the referral
• Save in the secure folder in the National CSITS MTS QCC > CUSTOMER REVIEW\WORKLOAD folder > Child Safety referrals
• If managed in PS advise the PSO of the action taken

If a staff member witnesses family and domestic violence through any channel involving an immediate threat to safety, they need to follow their local response guidelines. See Family and domestic violence.

A customer may indicate they intend to complain about contact about Market and Social Research undertaken by the agency.

The agency routinely conducts customer research to improve service using:

• online surveys or discussion boards, telephone and mail surveys
• discussion groups individual interviews

Customers can access more details about Market and Social Research, including how to opt out. If the customer wants to be excluded from future research email the Market and Social Research Team with the following information:

• the customer has requested no further involvement in any future research
• the customer's CSRN

Policy departments, community groups and academics often do research about the programs and services the agency delivers. The agency support many of these.

Go to the Current Research intranet page, the Resources page contains a link.

On the Current Research , check:

• the list under Agency market research projects for current projects commissioned by the agency
• the section titled 'Frequently asked questions'

Refer all Complaints about the agency releasing customer details to a researcher to the Privacy Team by completing a Privacy Incident Notification Report.

Record complaints about customer research as follows:

• Category: Service Channel
• Issue: Survey

When finalising the complaint record the source of issue as:

• Region: National Office
• Office: National Office
• Source Team: Privacy

Treat the follow bias complaints about Service Officers with sensitivity and regards to anti-description principles:

• their age
• sex
• religion
• race
• sexual orientation
• gender identity
• intersex status
• marital status, or
• any other personal characteristic (perceived or known)

Base any decision about the complaint on the service provided and the actions taken by the Service Officer to:

• manage the customer enquiry, or
• make a decision

It is recommended to lock the customer to a different Service Officer who does not have this particular characteristic. Advise the Service Officer’s Team Leader or manager that this decision must be made in consultation with the Service Officer against who the complaint was made. The decision must equally balance the needs of the Service Officer while maintaining an ongoing working relationship with the customer.

Inform the customer that:

• continued unreasonable conduct or inappropriate behaviour towards staff members will not tolerated, and
• similar behaviour in the future may lead to limiting their interactions with Child Support

A complaint about staff’s personal characteristics should also prompt consideration of a referral to PS.

Manage complaints about individual Complaints Officers as staff behaviour, go to Step 3.

If the customer requests compensation:

• discuss their reasons for making a claim
• advise, all avenues of appeal must be explored before a compensation claim will be considered
• explore options that may better meet the customer’s needs, such as:
• discussing and explaining the action taken, for example if enforcement action has been taken
• lodging an objection
• lodging an application with the Administrative Appeals Tribunal (AAT)
• error correction

If the customer wants to lodge a compensation claim, see Customer compensation and act of grace payments.

If a customer lodges a complaint about a DPO clarify if they are requesting:

• the DPO be revoked, or
• a departure authorisation certificate (DAC)

Is the customer manage by the DPO team?

• Yes: refer the request to the DPO Team Leader. Liaise with the DPO Team Leader through this period. The Team Leader will allocate within the DPO team to:
• prepare a submission recommending the revocation the DPO, or
• issue a DAC where the conditions have been met.
• No: the customer is subject to a DPO but is managed for example in PS, refer the request to the DPO PSM, Child Support Intensive Collection Services.

For more information see Departure prohibition orders (DPO) for Child Support customers.

The Child Support Indigenous Team provides access to Child Support services for Indigenous customers needing extra support. The team assists Indigenous customers:

• with complex Child Support enquiries in real time, or
• access digital services

The team focuses on:

• supporting customers in applying for Child Support who may or have had difficulty doing so, that is failing the Maintenance Action Test
• negotiating payment arrangements and collection activities
• achieving accurate assessments by updating care or income details

Refer the customer to the Child Support Indigenous Team when there are:

• language or accessibility barriers, or
• complex matters requiring an assisted level of service

See the Customer Referral Guidelines (CRG) > Indigenous customers.

The Australian Government guidelines on the recognition of Sex and Gender apply to all Australian Government departments and agencies that:

• maintain personal records (including employee records), and
• collect sex or gender information

The guidelines outline a consistent standard of evidence when gender is being verified or changed. The guidelines also define the gender classifications of male (m), female (f) and non-binary (x). A person of non-binary gender does not exclusively identify as either male or female.

Assisting transgender, intersex and non-binary customers

People who identify with a gender other than the sex they were assigned at birth or who do not identify exclusively with one sex, can request to have this reflected on their records. The Australian Government Guidelines on the Recognition of Sex and Gender have standardised the evidence required for a person to change their sex/gender in personal records held by Australian Government departments and agencies.

When assisting customers to update their gender details, be aware of issues that may include:

• identification difficulties
• the need to address the customer by their preferred name and title in line with Our Service Commitments

Level 2 Complaints Officers:

• Receive complaints from customers who raise concerns about gender issues via warm transfer from Level 1 staff if they have been unable to resolve the matter at first contact
• May be required to consider gender in relation to complaints, see the Intranet page Gender Guidelines. The Resources page has a link to Gender Guidelines
• Offer to have the customer's details updated in all service brands (Centrelink, Medicare and Child Support). If accepted by the customer, the Complaints Officer notifies their Manager who will liaise with their equivalent in the other service brands to make sure they complete the update
• Offer a referral to a social worker if appropriate

See Updating gender details on customer records.

Complaints relating to ATO issues are escalated to Level 2 when there is a need to collaborate with the ATO.

Explore administrative options + Read more ...

Referral for ATO liaison + Read more ...

Child Support Complaints Program Manager actions request + Read more ...

ATO requests further information + Read more ...

Recording complaints related to ATO income in Cuba + Read more ...

Escalate complaints from non-customers directly as Level 2 complaints to the Complaints team to manage.

A non-customer is:

• someone with no Child Support case
• someone who may have been misidentified as a Child Support customer
• someone who has been affected by the actions of Child Support, such as mistakenly receiving Child Support correspondence

A non-customer is not:

• a new customer calling to register a new case
• someone calling to advise of the death of a child support customer
• a customer representative
• an employer of a Child Support customer

Transfer the non-customer to the complaints queue. Do not record the complaint on Cuba.

Note: if a caller is not an authorised representative and wants to lodge a complaint on behalf of a customer, advise the caller of the process for becoming an authorised representative.

The management of these complaints is the same as those from Child Support customers, except, record the complaint:

• on a template/spreadsheet, and
• saved to the complaints share drive

Non-customer complaints are a source of feedback and may still identify systemic issues.

Complaints Officer:

• record the Level 2 complaint in the Non Customer Enquiry template located in the Complaints share drive > Complaints Non Customer folder
• document the investigation and the outcome in the non-customer enquiry template
• add the details to the Non Customer Complaints spreadsheet
• email Service Support Manager (SSM) to let them know:
• about the recorded complaint from a non-customer, and
• there is ongoing work to action

Using the Record Sheet as a guide, capture from the non-customer:

• reason for the complaint
• outcome they are seeking

A non-customer complaint may still need:

• investigation, and
• a follow-up call to the non-customer to advise the outcome of their complaint

If so, contact the non-customer within 5 business days with an update and try to finalise the issue within 10 business days. Use Outlook to diarise non-customer contact as an intray cannot be created without a customer record.

If the non-customer is trying to provide feedback about another program of the agency:

• warm transfer the non-customer via Services Australia Workspace to the Services Australia Feedback and Complaints line (1800 132 468)
• tell them to select Centrelink or Medicare to provide their feedback

Determine if the customer complaint requires immediate action such as:

• a security incident where the customer is talking about harm to themselves or others and after clarifying the statement, they advised they are still thinking about or will suicide or harm themselves or others
• a real and immediate threat of media escalation
• an issue that will have a major impact on one or more customers, for example a significant privacy breach
• an issue where the complaint issues or outcomes may influence another pending decision, for example Change of Assessment or Objection
• a data integrity issue which is/will have a significant impact on a customer(s)

Escalate these types of complaints to Team Leader urgently so they can be given priority.

If a Cuba issue is identified check Network News Update for information on current ICT issues and related workarounds.

If the issue cannot be resolved, seek help from a PSM

If the customer’s complaint relates to a CIF that has already been lodged contact the Service Support Officer managing the issue. Request further escalation. Any CIF with a current documented complaint about a CIF can be escalated.

A CIF complaint can be finalised before the CIF is resolved as long as the customer is informed and the CIF is appropriately actioned. Create a Complaint Follow Up intray as required.

If the customer advised they have been or will be contacting a media outlet and their complaint relates to sensitive matters:

• complete the Media escalation template in the Complaints handling macro
• document in the Complaints window

Record a Level 2 complaint in Cuba. Complaints escalated to a Specialised (Level 2) Complaints Officer must be recorded in Cuba as a ‘Step 2’ Complaint.

The recording of ‘Step 3’ Complaints is used for Ministerial and Ombudsman complaints only.

Level 1 escalation

If a Level 1 escalation leads to a Level 2 complaint, try to identify the Source of Issue during the transfer call with the Service Officer. Recording the correct Source of Issue is very important.

If the Source of Issue cannot be identified, finalise the Level 1 as:

Office: National Office

Stream/Team: MC SMCN National MCS

Position: A-COMPLAINTS FINALISED

Document the details of the complaint using the Complaints handling macro. See Recording Child Support complaints and compliments in Cuba.

A Step 2 Complaint intray will generate.

If the customer raised other issues aside from the complaint:

• document them separately in the relevant Cuba windows, and
• create follow up intrays where needed

Complete the following work types when in After Call Work (ACW):

• essential documentation
• Security incident reports and/or debriefing
• PIN and other urgent matters
• creation of intrays

An employer or third party may complain about their interaction with Child Support or its staff.

• Record complaints made by an employer on the organisation’s Cuba record not on the Cuba record for the associated parent (unless the employer is complaining as a representative on behalf of the parent)
• Record Level 2 complaints from organisations in the Communication window, select STEP 2 COMPLNT as the Reason. See Complaint handling Cuba Process Help

Include in the document:

• sufficient details to enable investigation of the allegation and providing of feedback
• minimal information about the Service Officer (first name, team and site is sufficient)

The investigation should examine:

• what occurred
• what is recorded
• the details available at the time
• whether the actions and/or decisions align with the appropriate policies, procedures and legislation
• the options provided
• the outcomes of Service Officer’s actions and/or decisions

If possible:

• investigate the issues raised while the customer is on the phone
• record in Cuba using the Complaints handling macro

See Recording Child Support complaints and compliments in Cuba.

Use available resources to help in the investigation including:

• System records
• Child Support Guide
• Operational Blueprint documents
• Operational Messaging
• Peer support
• Cuba Helps
• Specialised business areas
• Technical Support
• Network News Updates

Complete any actions that can be carried out immediately for example removing a hold.

If an outcome is achieved during the call, finalise the complaint immediately:

• using the Complaints handling macro, and
• Recording Child Support complaints and compliments in Cuba.

If the matter cannot be finalised during the initial contact, confirm the customer’s complaint issues. Advise the matter will be investigated and they will receive an update call within:

• 5 days or earlier if there are significant developments, or
• 10 business days if there are no significant developments

Record an investigation plan. Record the plan in the Complaints window.

Documenting the plan in the complaint record helps manage the complaint if:

• it is reallocated, or
• the customer requests an update from another Complaints Officer

See Documenting Child Support information.

Access extra support and information through:

• technical support
• Team Leader
• consultation with specialists
• accessing call recordings

For general information about how to access Technical Support, see Technical Support in Child Support.

For urgent technical queries, if there is no response from a PSM, contact the MATS Program Manager (PSM)

Program Support Manager advice

In the following situations advice from a PSM may be required:

• before seeking policy advice - policy negatively impacting customer
• response to external body - confirmed accuracy is imperative in managing the risks to the agency's reputation (Ombudsman, Minister, MP)
• high profile - case of an extremely sensitive nature requiring intense scrutiny by the agency

To seek PSM advice:

• submit an online enquiry using the Technical support enquiry macro, or
• send an email to the Child Support - Site/Branch National Mailbox for Child Support with the subject line ‘Program Support Manager Review Required’ outlining the issue

Note: do not contact Child Support Program Branch until after seeking PSM advice.

Ask the relevant Team leader for any information needed to manage the complaint relating to the actions of a service officer.

Team Leaders must respond within 48 hrs where the Complaints Officer asks for information or a response.

Document all attempts to contact the Team Leader in the Complaint. If the Team Leader does not respond within 2 business days escalate the issue to their Service Support Manager and cc your manager.

If information is not needed but feedback is appropriate email the Team Leader to:

• notify that feedback will be provided after completion of the complaint
• invite them to make contact if they wish to discuss the matter

To determine if actions taken were appropriate, consult subject matter experts including, but not limited to:

• Service Support Officers
• Special Estimates Teams (SET)
• Specialised Care teams
• Departure Prohibition Order (DPO) teams
• Objections
• Senior Case Officer
• Business Support Officers
• Employer Services
• Centrelink, email the Escalated Complaints Team mailbox - see Complaints
• Medicare, email the Escalated Complaints Team mailbox - see Complaints

For consistency and timeliness all discussions should include:

• a clear outline of the complainant’s issues
• agreement on actions necessary to manage the issues and who is responsible for each
• agreement on the timeframes required for each action, and
• preliminary feedback, including recognition of positive customer service as well as identified areas for improvement

Call recordings must be accessed as part of a Level 2 complaint investigation in the following circumstances:

• the complaint is about a potential code of conduct or fraud issue resulting from a phone call with a Service Officer
• the complaint is about a Team Leader
• when First Contact Resolution of a level 1 behavioural complaint is not accepted by the customer. The Level 2 officer will review to confirm they agree with the Level 1 outcome.

If a Complaints Officer determines it is appropriate to provide feedback after they have reviewed a call recording, they use the Staff Feedback tool.

Note: if the Complaints Officer is unable to locate a call recording as part of the investigation they must make a decision to uphold or not uphold the complaint based on all the other available information. This will include reviewing Cuba documents and discussion the complaint with the officer’s Team Leader. Not being able to locate a call recording does not automatically result in the complaint being upheld.

If a customer’s issues are sensitive and urgent and need to be addressed as a high priority, the Complaints Officer may lock the customer until:

• the complaint issue is either finalised, or
• a Personalised Services referral is allocated

Sensitive complaint issues may be received from the customer over the phone, online or in writing.

Manage the customer complaint in consultation with the relevant Team Leaders or Service Officer.

If a special contact condition exists, and there is insufficient documentation to determine the special contact condition, liaise with the area who recorded the indicator before locking the customer.

If taking ownership of an issue:

• lock the customer and follow the principles of the Customer Management Approach (CMA), and
• complete all common activities, including minimum collection activity.

Note: all employer accounts with active links are locked to EAS Service Officers.

Once the investigation is complete, plan and document all actions needed for the finalisation of the complaint. This record should include:

• who is responsible for each action
• expected date of completion

Allocate tasks as follows:

• Customer not locked to another Service Officer:
• Manage all actions needed to finalise the complaint
• Create follow up intrays for allocation where appropriate
• If information is likely to lead to a collection outcome, route a New Collection Information intray to the business area responsible for the payer
• Customer locked to a Service Officer:
• liaise with their Team Leader to discuss the actions required and the timeframe for completion to finalise the issue
• Issue is of a specialist nature:
• Refer the issue to the relevant specialist section for management. See Customer Referral Guidelines (CRG) - Child Support. For example an estimate
• Customer is locked to PS:
• Discuss follow up action with the PSSO to make sure the proposed actions are consistent with the existing Managed Service Plan (MSP)/Personalised Services Plan (PSP)
• Discuss with the PSSO before making any commitments to the customer

Note: while Complaints are exempt from the CMA unless the customer is locked to complaints, check the case for arrears and appropriate collection action. Where there is no appropriate action:

• create Collection Activity Required intray, and
• route to the owning Service Officer of business line

Monitor the complaint until all follow up actions about the complaint are completed. In some circumstances, if follow up action is lengthy, the complaint will be finalised before completing the follow up action.

After investigating the complaint explaining the findings and decision to the customer (including in writing):

• finalise the complaint
• create Complaint Follow Up intray to monitor that follow up action have occurred

A Complaint Officer does not have authorisation or delegation to override the decision of the original decision maker. However, it may be appropriate to make a new decision if there is new information available. For example negotiate a new payment arrangement or correct an error to finalise the complaint. See Correcting errors on Child Support cases.

Where a decision is to uphold a complaint on the basis of an inappropriate decision:

• discuss the original decision with the relevant Team Leader, and
• negotiate a new arrangement where appropriate

Example, an inappropriate decision may be, inappropriate payment arrangement, EW not implemented, s72a notice issued prematurely.

Note: Team Leader consultation is important when managing complaints from specialist business areas. If the matter is urgent, and the Team Leader is unavailable, make a decision based on the available information. Advise the Team Leader as soon as practicable.

• Where a decision is to uphold a complaint, on the basis of an incorrect decision:, Consider if it is appropriate to correct the error through an administrative process, see Correcting errors on Child Support cases
• If the error cannot be corrected administratively, advise the customer of their objection or appeal rights and the objection or appeal process

Example care levels incorrectly calculated.

The outcome of a complaint may not always meet the customer’s expectation. Complaints are considered finalised when the following exist:

• The investigation is completed and the complaint is deemed upheld or not upheld
• The outcome was explained to the customer by phone or in writing. Note: do not wait for the outcome of a CIF, PIN or error correction to finalise a complaint. If either of these actions are pending:
• tell the customer of the action taken to manage their issues and finalise the complaint
• consider creating a Complaint Follow Up intray to monitor the progress of the CIF or error correction
• Child Support has taken all reasonable actions to resolve the issue
• Resolution of the customer’s specific issues is outside Child Support's control. The customer has been given all relevant options for example:
• going to court
• applying to the Administrative Appeals Tribunal (AAT)
• lodging forms

Inform the customer of the complaint outcome and discuss any available options.

Was the complaint upheld?

• Yes:
• explain the outcome
• explain the actions taken to remedy the situation
• provide an apology if appropriate
• No:
• explain why Child Support performed the actions that led to the complaint
• refer to the relevant legislation, policy and procedures where appropriate

Note: the terminology ‘upheld' and 'not upheld' are internal processes. Do not use these terms with the customer. A Level 2 Complaint would never have an outcome of ‘escalated’.

Advise the customer of their complaint outcome, unless they have stated otherwise. If the customer does not want a response document it in the Complaints window.

Contact the customer by telephone to advise the outcome. If telephone contact is unsuccessful or the customer has asked to be contacted in writing, prepare a letter:

• Draft the body of the letter. Make sure it:
• meets the plain English guidelines, and
• is written in line with the Writing Style Guide
• Arrange for the letter to be peer reviewed to check:
• for technical accuracy, and
• it meets the plain English guidelines
• If PS are managing the customer, email the letter to the owning PSSO/SSM for approval
• Email letter to a Team Leader for approval

When the letter is approved:

• create the unique letter in Cuba. See the Letters Cuba Process Help
• copy the body of the letter into the Complaints window notepad

• Complete the Complaints Handling macro > Finalisation summary
• Create a note in the Complaints window with the subject 'Finalisation summary'
• Copy the completed macro into the notepad

See Recording Child Support complaints and compliments in Cuba.

After completing the complaint investigation and explaining the findings and decision to the customer, classify the outcome of each Category and Issue in Cuba as:

• upheld’
• ‘not upheld’, or
• ‘withdrawn’

See Recording Child Support complaints and compliments in Cuba - Recording complaint outcomes.

A customer may elect to withdraw a complaint at any time during the process. Withdrawal means the customer asked the Service Officer not to proceed with the complaint investigation. See Complaints handling Cuba Process Help, Record, Update and finalise Complaint as withdrawn.

The Source of Issue is the team where the complaint originated from. That is the team of the person the complaint is about, not:

• where the customer is currently allocated, or
• the team that received the complaint

If the customer was locked when they lodged the complaint, unlocking the customer will depend on how the outcome was advised.

Was the outcome explained verbally?

• Yes, unlock them after finalising the complaint
• No, and a written response has been issued, auto-unlock them after 14 days. This will allow the customer time to contact Child Support after receiving written notification of the decision

Compliments and complaints provide Services Australia with a valuable source of information to:

• assess performance
• identify systemic issues
• improve services and policy
• assist in the training, development and support of staff

Notify the Service Officer's Team Leader of the potential feedback and invite them to respond. Complete the Staff Feedback Tool. Include the name of the Service Officer’s Manager and the Escalated Complaints SSM in the Manager field.

Record in the Feedback and Review window the feedback has been provided.

See Managing complaints and feedback - Principles of quality feedback for principles to follow when giving feedback.

Record a compliment if a customer gives a compliment about:

• a Service Officer
• the service provided by Child Support ,or
• a product

Record the compliment in the Communication window as follows:

• Type: choose the method the compliment was received
• Reason: Provide Information
• Category: Communication
• Issue:
• Compliment Service Officer - a compliment about a specific Service Officer
• Compliment CSP - a compliment about Child Support services
• Compliment Prod - a compliment about a product

Record the details of the compliment in the Staff Feedback Tool. See Staff Feedback Tool and forward to the Service Officer's Team Leader.

Consider a Yammer post, to recognise the staff member.

Provide feedback for all upheld and partially upheld complaints within 14 days of finalising the complaint.

Complete the Staff Feedback Tool to provide feedback to the relevant Team Leader about their Service Officer’s management of the customer/case.

Issues or errors that are not a part of the complaint or positive feedback can also form part of the feedback to the Team Leader. Send more than one feedback sheet if there is more than one Service Officer involved or multiple complaint issues.

A Complaint Feedback intray automatically creates when the complaint is upheld and finalised. The Service Officer deletes the Complaint Feedback intray once they have forwarded the feedback email. If there is feedback or a development need identified for a Team Leader, forward the feedback to their SSM.

To provide feedback about letters and forms, including when a Cuba Incident Form (CIF) is required, use Forms and Letters Feedback.

Systemic Issues

A systemic issue is defined as being a complex problem, error or unintended outcome that:

• has the potential to reoccur, and
• have a significant impact on customers

A systemic issue occurs when something is not working as intended, such as:

• systems not working to specification, or
• policy/legislation not applied correctly

Officers proactively identify systemic issues and complaint trends impacting customer service.

All systemic issues identified and investigated by MATS staff are recorded in the Systemic Issues Register. Here, staff can:

• search for issues
• register new issues, and
• contribute supporting information for issues under investigation

The Systemic Issues Register:

• gives visibility and transparency on the progress of escalated items, and
• demonstrates our commitment to improving customer outcomes by addressing issues head on

View historical issues in the Innovation Hub.

What if the issue or idea is not a systemic issue?

Where a policy, process or tool is working correctly, but does not reflect best practice:

• record the issue in the Innovation Hub, or
• raise with the business owner as a business improvement opportunity

The Systemic Issue Team:

• determines if the issue is already being followed up
• assesses the risk to customers, and
• enters the systemic issue into the systemic issues reporting tool

Refer all potential systemic issues:

• complete the External Complaints – Systemic issues template macro
• email the completed macro to Multicultural and Tailored Services Branch system Issues
• copy to the Escalated complaints manager. Child Support Branch will review the issue and determine the most appropriate course of action

Report Cuba errors to a Service Support Officer so they can lodge a CIF and report telephony errors.

After resolving a complaint, consider referring the customer to a specialist area for ongoing management such as:

• Child Support Intensive Collection Services
• Change of Assessment
• Objections
• International
• Personalised Services
• Parent Support Team

To refer a customer to a specialist area, see Customer Referral Guidelines (CRG) - Child Support.

Use the following intrays to manage any follow up work after finalising the complaint in Cuba:

• Complaint Follow Up - to monitor follow up work. For example processing of a care decision or an estimate reconciliation referred to a Service Officer for action
• Complaint Feedback - used to make sure feedback is sent to the individual when the complaints is upheld
• Non-Complaint Follow Up - general follow up from a customer contact that
• did not result in a complaint being recorded, or
• is in addition to a complaint that has been recorded, that is follow up not related to the complaint issue
• Client call back - used to alert a Service Officer that a customer is waiting on a call back from them. Manually adjust the due date of call back to reflect 2 business days

PS provides ongoing management to customers who have shown they need a high level of ongoing support, such as:

• regularly lodging complaints about several unrelated issues
• lodging several complaints about the same issue with various areas. For example at the same timely lodging a Level 2 complaint and an Ombudsman complaint
• continues to be dissatisfied with Child Support after the finalisation of a Level 2 complaint

See Customer Referral Guidelines (CRG) - Child Support for further information.

If a customer remains dissatisfied after receiving a Level 2 complaint outcome:

• consider a Personalised Services referral
• explain they may contact the Commonwealth Ombudsman by:
• going to the website
• calling 1300 362 072 (inside Australia only), or
• emailing

See Commonwealth Ombudsman for contact details.

If the customer:

• indicates they want to escalate to a Member of Parliament (MP) or Minister:
• provides any relevant details
• consider a PS
• asks for details about the agency's Chief Executive Officer:
• provide those details
• consider a PS referral

If a complaint is about child support legislation or policy, explain they can provide feedback to Department of Social Services. To provide this feedback they can visit the Department of Social Services website.

If a customer indicates they intend to speak with the media, discuss:

• the reasons for this action, and
• complete a media alert notification in the Complaint handling macro

If the officer believes the customer may go to the media consider a Personalised Services referral.