Parliamentarian complaints regarding Child Support customers 277-09040000

Complaints can be received from the electorate office on behalf of their constituents via:

• email in the ExCCS - APH mailbox, or
• phone on the Child Support Parliamentarian Advice Line (CSPAL)

The ExCCS mailbox is a centralised allocation mailbox where all ExCCS incoming work is sent.

The CSPAL is answered by ExCCS Service Officers.

Service Officers must not transfer Parliamentarians or their staff to the CSPAL. Service Officer need to:

• take the Parliamentarian/staff members name and phone number
• forward these details to the ExCCS APH mailbox, and
• explain an ExCCS Service Officer will be in contact within 48 hours

Parliamentarians and their staff making representations on behalf of their constituent are automatically deemed a representative with ordinary authority.

Occasionally a Parliamentarian emails an ExCCS Service Officer directly with a new complaint. If this occurs the officer must forward the email directly to the APH mailbox for allocation by the ExCCS Program Support Officer.

For customers who write directly to a Minister or the Prime Minister, or when a Parliamentarian writes to the Minister on behalf of a constituent, see Ministerial complaints regarding Child Support customers.

Contact must be made with the electorate office to acknowledge receipt of the complaint within 48 hours of being received by the ExCCS team.

There is a 14 day timeframe for resolving Parliamentarian complaints from the date of receipt. All complaints must be treated with urgency and resolved as soon as possible

Compliments and complaints provide the agency with a valuable source of information to:

• assess performance
• identify systemic issues
• assist in the training, development and support of staff
• provide written feedback on all staff compliments and upheld and partially upheld complaints using the Staff Feedback Tool