Ministerial complaints about Child Support customers 277-09050000

ExCCS Program Support Officer allocates the complaint, containing the due date, via Parliamentary Document Management System (PDMS) to the relevant ExCCS Service Officer as per the allocation principles. An email generates to the ExCCS Service Officer to notify them of this allocation.

• Assess the complaint upon receipt for threats of harm
• If the customer has made a threat follow Reporting, Recording and Escalating Incidents of Customer Aggression and immediately contact the customer

If the customer is managed by Personalised Services (PS), contact the PS Service Officer (PSO) as soon as possible to decide on customer contact.

It may be appropriate for the PSO to contact the customer or for contact to be in writing only.

Determine how to manage the complaint:

• If a recommendation for no further action (NFA) on a Ministerial complaint is appropriate, go to Step 3
• If a full referral or partial agency contribution is required to another government department, see Table 2
• If these options are not appropriate, go to Step 4

Additional correspondence received

If additional Ministerial correspondence is received from or in relation to the same customer before the response is sent:

ExCCS Program Support Officer

• Email the latest correspondence to the ExCCS Service Officer and copy the SSM. Request a review of the new correspondence to determine if it is to be added to the existing Parliamentary Document record (PDR).

ExCCS Service Officer

• Read the correspondence to determine if new issues have been raised.
• Discuss the latest correspondence with the ExCCS SSM and confirm if it is appropriate to add the correspondence to the existing PDR or if a new PDR needs to be created. If new issues have been raised, discuss with the ExCCS SSM if additional time is required to respond to the new issues.

Email External Complaints - Child Support (ExCCS) and advise if the new correspondence is to be added to the existing PDR and if an extension is required to the due date.

If the new correspondence is to be added to the existing PDR, ExCCS Program Support Officer will add it as an attachment in PDMS and make any necessary amendments to the due dates.

In some cases, other Government departments may receive correspondence relating to Child Support service delivery.

If the correspondence solely relates to concerns about Child Support service delivery, the department who received the correspondence may send a request to Services Australia via PDMS to transfer the PDR in full for management of the complaint. This is known as an incoming full referral.

If the correspondence raises concerns that fall within the other department’s portfolio responsibilities and also raises concerns about Child Support service delivery, the department who received the correspondence may send a request for Services Australia, asking for specific information about the case or words to assist them in preparing a response. This is an agency contribution.

ExCCS Program Support Officer

• Allocates the incoming referral or agency contribution, containing the due date, via PDMS to the relevant ExCCS Service Officer as per the allocation principles. An email generates to the ExCCS Service Officer to notify them of this allocation. Include appropriate processing instructions, for example:
• Please review this incoming referral from Department of Social Services, discuss with your SSM and advise if it should be accepted. Response due by xx’, or
• Please action this agency contribution from the Attorney General’s Department by providing requested information as outlined in the response package. Due Dates SSM xx, SM xx, NM xx’
• For agency contributions, the initiating department will advise the date they require a response. For incoming referrals, a response to either accept or reject the referral must be sent back to the initiating department within 5 business days

ExCCS Service Officer

• For incoming referrals, review the correspondence (in attachments) to determine if the customer has solely raised Child Support service delivery concerns (if other issues have been raised that fall within the responsibilities of other departments, it may be more appropriate to reject the referral and offer to provide information via an agency contribution). To reject an incoming referral, SM approval is required
• Discuss the referral with the ExCCS SSM
• If it is agreed the referral should be accepted, assign the PDR to the ExCCS Program Support Officer in PDMS by selecting the ‘Allocate Incoming Referral’ button and include appropriate processing instructions. For example, ‘Please accept this referral from Department of Social Services’. If accepted, the ExCCS Program Support Officer will assign the PDR to Ministerial Services Team (MST) for actioning. Once received from MST, assign back to the ExCCS Service Officer to prepare a response
• If it is agreed the referral should be rejected, add the reasons why it should be rejected and assign the PDR to the ExCCS SSM for approval

ExCCS SSM - review request to reject incoming referral

• If request to reject the referral is approved, add any further comments in processing instructions and assign PDR to ExCCS SM

ExCCS SM - review request to reject incoming referral

• If request to reject the referral is approved, add comments in processing instructions and assign PDR to Unit Co-ordination -External Complaints Child Support to process the rejection

Referrals from Prime Minister and Cabinet cannot be NFA’ed.

Agency Responses, CEO and Executive Correspondence can be NFA’d.

• Add a comment in PDMS documenting the reasons for recommending no further action within two working days of being allocated the complaint
• Include date/s when issue/s were addressed in previous responses and the date customer was advised the issue/s would be read and filed but not responded to
• Assign the PDR to the ExCCS SSM to seek agreement from the ExCCS SM
• Document on the Cuba Feedback and Review window that the NFA recommendation is sent to the ExCCS SSM

Does the SM approve the NFA on the complaint?

• Yes:
• SM must record the NFA approval in PDMS
• SO must record the NFA decision in the Cuba Feedback and Review window
• SO must assign the PDR to Unit Co-ordination - External Complaints Child Supportto close the PDR
• finalise the complaint, see Complaints handling Cuba Process Help
• procedure ends here
• No:
• record the decision on the Cuba Feedback and Review window
• go to Step 5

• Investigate the complaint:
• complete the Investigation plan macro and save a copy in the Cuba Feedback and Review window
• Check all aspects of the case are up to date as per the Customer Management Approach (CMA) for Child Support
• Refer the case to Child Support Intensive Collection Services if appropriate

For general technical enquiries, submit an online enquiry using the MATS Branch Technical Online Enquiry macro.

For urgent technical queries, contact a MATS Program Support Manager (PSM) by phone or send a message via Skype

If the PSMs are not available, contact the Multicultural and Tailored Services Branch Program Manager or email Technical Support.

Report all systemic issues that have not yet been reported:

• Review the Operational Messaging System updates for issues impacting on the agency’s products and service delivery
• Search in the Network News Update for ICT system-related information
• Review the Systemic Issues Register

Has a new systemic issue been identified?

• Yes;
• Complete the Systemic issues macro and forward the completed macro template to the email address outlined in the macro
• Record the action on the Cuba Feedback and Review window
• No, record the consideration details in the Cuba Feedback and Review window

See Table 3.

If any part of the complaint relates to an alleged privacy incident that has not been reported:

• Report a Privacy Incident. Resources has a link to the Privacy Incident Portal
• If the originating area cannot be identified, the ExCCS Service Officer must manage the privacy incident to conclusion
• If a written response is required to a privacy incident, email the Privacy team outlining the issues requiring a response from Privacy. Privacy will provide specific words to address the Privacy aspect of the complaint within 48 hours

Did the Ministerial correspondence contain a fraud allegation tip-off?

• Yes, refer to the Fraud Referral Taskcard found in the Ministerial tile of the Escalated and External Complaints SharePoint page to create a contribution request in PDMS and assign to the Fraud business area
• No, if the allegation was received via phone, refer to Report Suspected Fraud and Corruption for process steps

If there is an allegation of staff fraud, advise the ExCCS SSM of the complaint details. The ExCCS SSM will evaluate if further escalation is required.
See Resources for a link to information about reporting staff fraud - Internal fraud.

For complaints about ATO issues where there is a need to collaborate with the ATO about a complaint for the benefit of mutual customers, ExCCS Service Officers request contact with the ATO by emailing the ATO/Services Australia Complaint Support Template to External Complaints - Child Support (ExCCS).
See Resources for a link to Services Australia/ATO Complaint Support Template.

The APH team will forward the complaint to the ATO.

Note: the Memorandum of Understanding (MOU) makes provision for urgent enquiries, including sensitive complaints from customers experiencing vulnerability. If a request is urgent, note this in the referral request.

The ExCCS Service Officer will obtain permission from the customer for Services Australia to contact the ATO on their behalf and advise the ATO of their identifying details (name, date of birth, CRN) prior to sending the request.

Approval required before ATO contact

To seek approval from the customer for Services Australia to contact the ATO:

• Advise the customer Services Australia must contact the ATO to try and resolve the complaint
• Ask the customer for their permission for Services Australia to liaise with the ATO and advise their identifying details (such as name, CRN, date of birth) about their complaint
• If the customer does not give permission for Services Australia to liaise with the ATO, advise the customer will need to contact the ATO themselves
• If the customer gives permission for Services Australia to liaise with the ATO:
• Advise the customer that liaison with the ATO does not guarantee their complaint will be resolved
• Advise the customer they do not need to contact the ATO and that the ATO will respond to Services Australia request for information within 5 business days of receiving the request
• Advise the customer that Services Australia intends to resolve complaints in 10 working days and will keep them informed of any delays
• Document in Cuba that the customer has agreed for Services Australia to contact the ATO

To seek written approval from the SSM to contact the ATO:

• Complete the ATO/Services Australia Complaint Support Template, a link is included on the Resources page. The template must:
• Only contain information about income and or impacts on the ATO. No other child support issues, such as care, access or payment should be recorded on the template
• Confirm the customer has given their permission for Services Australia to liaise with the ATO about the ATO related complaint issue/s
• Forward the completed template to your SSM
• Once approved, email the template to External Complaints - Child Support (ExCCS)

Record this information in the Feedback and Review window.

A full referral is appropriate where the customer has not raised any Child Support service delivery issues that can be addressed by Services Australia, go to Step 2

ExCCS Service Officer

• Record the recommendation to fully refer the complaint in the Add/View Comments window in PDMS
• Assign the PDR to the ExCCS SSM for approval. Include processing instructions, for example:
• 'Recommendation for full referral to <department>. Please see comments. Referral decision due by <3 working days>'
• The due date of 3 working days allows adequate time for a response to be prepared if the referral is not approved

ExCCS SSM

• If supporting the full referral, assign the PDR with the recommendation to the ExCCS SM for approval, including a due date of 3 working days for the referral decision to be made
• If not supporting the full referral assign the PDR with the recommendation to the ExCCS Service Officer for them to prepare a response

ExCCS SM

• If supporting the full referral, assign the PDR with the recommendation to Unit Co-ordination - External Complaints Child Support with the ExCCS SSM copied in

ExCCS Program Support Officer

• If ExCCS SM approval has not been granted, assign the PDR back to the ExCCS Service Officer with processing instructions to advise a written response needs to be prepared, with the ExCCS SSM copied in
• If ExCCS SM approval has been granted, assign the referral to MST and note in the Processing Instructions window where, and why it is being referred
• Add the relevant information from the Add/View Comments window to the Processing Instructions window.
  

If the other department rejects the referral:

• Discuss with the ExCCS SSM and determine the next steps to take
• Email External Complaints - Child Support (ExCCS) of the outcome of the discussion

• Determine if there are any contact restrictions. Check the customer's case/s for:
• imposed service restrictions, see Personalised Services
• request by customer not to be contacted by phone
• PS case management.
  Note: if managed in PS, contact the PSO to determine how contact with the customer should be managed. It may be appropriate for the PSO to contact the customer or for contact to be made in writing only
• Make at least 3 attempts to contact the customer by phone, using all available numbers, including their place of employment within the first 48 hours of receiving the complaint. See Contact with Child Support customers
• If you have not completed your investigation, use the contact to acknowledge receipt of the complaint and advise you will call back once you have completed your investigations or provide a written response.
• If appropriate, discuss the complaint with the customer

Customer and staff safety

• If a customer making a complaint is aggressive or making threats, staff and customer safety is the top priority. Talk to a manager or team leader, report the incident and access the support that is available to staff and customers
• Respond immediately if the customer is talking about self-harm or makes threats against others or property. See Security incident reporting and/or the Escalation Coordination team
• For information on managing challenging behaviour, see:
• Customer aggression - Reporting and recording incidents
• Customer aggression - escalating incidents
• Customer aggression - Prevention and management
• Customers talking about suicide or self-harm
• Family and domestic violence
• Social work service referral

Is the customer satisfied all their issues have been addressed and they do not require a written response?

• Yes, go to Step 2
• No, the complaint requires a written response, see Table 4

Verbal resolution:

• for agency responses is achieved when the customer confirms they are satisfied with the verbal explanation and they do not require a written response. This includes referrals from Prime Minister and Cabinet (PM&C)
• for EO responses, verbal resolutions are not permitted. A written response to the EO is required
• for Ministerial responses is unusual because the complaint was not sent by the customer. Verbal resolution requires approval from the Minister’s office and/or the parliamentarian who sent the correspondence. Discuss with the ExCCS SSM to determine further action

ExCCS Service Officer

• Seek approval from the ExCCS SSM
• document the reasons using the Verbal resolution template
• upload verbal resolution template as an attachment to PDMS
• assign PDR to SSM for approval

ExCCS SSM

Is a verbal resolution approved?

• Yes, document approval in PDMS (under 'Notes' or 'Processing Instructions') and assign back to ExCCS SO, CC SM and PSO (or backup PSO if PSO is not available)
• No, document reason and assign PDR back to ExCCS SO to prepare a written response

ExCCS Service Officer

If finalisation with a verbal resolution has been:

• approved, save a copy of the Verbal resolution macro:
• in the Feedback and Review window in Cuba
• in the ExCCS Workload folder on the National share drive
• as a PDF attachment on PDMS
• go to Step 3
• not approved, see Table 4

• Complete the Finalisation macro and save in the Feedback and Review window
• Assign the PDR to the Unit Co-ordination- External Complaints Child support for Closing. The Unit Coordinator has special approval from the National Manager and MCT as a Clearing Officer for closing verbal resolutions
• When the complaint is finalised in Cuba a Complaint Feedback intray automatically generates

Is feedback to the business required?

• Yes, see the Provide feedback for Ministerial complaints table
• No, delete the intray, procedure ends here

To prepare a written response to:

• an agency complaint, go to Step 2
• a Ministerial complaint, go to Step 3

The written agency response must be consistent with the:

• Services Australia style guide.
  Resources has a link to the guide
• ExCCS requirements for written responses

Note: address Electoral Office responses to the person who has written the complaint, for example the Electoral Officer.

Go to Step 4

A Ministerial Correspondence Brief is required to accompany the written response. Briefs are written in accordance with the current Ministerial writer's updates located in the Ministerial tile of the Escalated and External Complaints SharePoint page.

• Use the template from PDMS to prepare the Ministerial response and correspondence brief consistent with:
• Guide to Preparing and Handling Ministerial Correspondence
• Services Australia style guide

Resources has links to the guides.

The Ministerial brief must also:

• Adhere to the Ministerial Correspondence writer’s updates located on the ExCCS National share drive
• Include any necessary sensitive or critical information not included in the letter.
  Note: this information can be subject to Freedom of Information requests
• Allow the Minister and advisors to understand the issues and the basis for the agency’s response that cannot be included in the response. This includes technical issues and processes or policies being reviewed where there is no set timeframe for a change

• Send the written response to the ExCCS SSM for approval via PDMS
• Add a brief summary of the issues raised in the Add/view Comments window in PDMS
• Assign agency response to the ExCCS SSM for approval
• Record in the Feedback and Review window that the draft has been sent for ExCCS SSM approval

If the written response is approved by all managers, see Table 5 Finalise written responses and Ministerial complaints table.

If the written response is not approved by any managers, consider the feedback provided, including timeframes, undertake changes and/or additions and re-submit to the ExCCS SSM.

Review the response to ensure it is consistent with the principles for writing:

• an agency complaint response, go to Step 2
• a Ministerial complaint response, go to Step 3

Is the written response approved?

• Yes:
• assign the PDR to the ExCCS SM using PDMS and copy in the ExCCS Program Support Officer and the ExCCS Service Officer
• record on the Feedback and Review window that the draft has been referred to the ExCCS SM for approval
• No, provide feedback of any required changes to the ExCCS Service Officer including timeframes for re-submission

For the ExCCS SSM, procedure ends here

Review the response to ensure it is consistent with the principles for writing:

• an agency complaint response, go to Step 2
• a Ministerial complaint response, go to Step 3

Is the written response approved?

• Yes:
• assign the PDR to the MATS National Manager (NM) using PDMS and copy in the ExCCS Service Officer and their SSM
• record in the Cuba Feedback and Review window that the draft has been sent to the MATS NM for clearance
• No, provide feedback of any required changes to the ExCCS SSM including timeframes for resubmission

For the ExCCS SM, procedure ends here

• If the written response is approved assign the PDR to Unit Co-ordination - External Complaints Child Support
• ExCCS PSO will record that the response has been cleared and assign the PDR to the ExCCS Service Officer and their SSM to action
• If the written response is not approved assign the PDR or email for revision to the ExCCS SM, including timeframes for re-submission

For the MATS NM, procedure ends here

• Record that the written response has been cleared
• Assign the PDR to the ExCCS Service Officer and their SSM for finalising

To finalise a written response to:

• an agency complaint, go to Step 2
• a Ministerial complaint, go to Step 3

Send written response:

• Identify changes that may have occurred on the case since the approval process commenced
  Note: if considerable changes have occurred the response may need to be sent to the ExCCS SM for further approval
• Check the letter for any errors and that the approved date and NM signature have been added
• Make amendments to the response as required
• Send a copy of the finalised letter for peer review
• When the peer review is complete and any amendments have been made, send the letter to the customer including any other relevant information
• Paste a copy of the response in the Cuba Feedback and Review window
• Agency Responses only: create a unique letter in Cuba:
• Remove the MATS NM's electronic signature and any formatting and paste the letter content into the unique letter
• Change the status to Pending and Save
• Change the status of the letter to Deleted and select Save again
• Note the letter has been deleted because it was posted locally

EO Responses: do not create a unique letter in Cuba as the letter is not being sent to the customer

Resources has links to forms and fact sheets

To finalise Ministerial response, go to Step 5

Carry out a final quality check of the Ministerial response and Correspondence brief.

The quality check includes:

• making any necessary changes as requested by the MATS NM and ensure NM signature is attached
• removing any irrelevant attachments from the PDMS response package
• ensuring the use of accurate dates, spelling of names and correct formatting
• checking Cuba for any significant changes that may have occurred since escalating the response for clearance

For additional information, see step 3 in the Managing complaints from the Minister’s office or another government department table.

When the check is complete, assign the PDR to the Parliamentary Coordination, Parliamentary Co-ordinator Ministerial Correspondence team (MCT), copy in ExCCS PSO and ExCCS Service Officer.

• MCT assigns PDR to the Minister's office for approval and signature
• Minister’s Office sends the response to the correspondent
• MCT assigns PDR to the Unit Co-ordination - External Complaints Child Support for Publishing and Closing

Redrafts

Occasionally the Minister’s Office requests changes to a response or request for further information about some of the issues raised by the correspondent. These are referred to as redrafts. If this occurs a new due date will be provided, generally 48 hours.

For the ExCCS SSM procedure ends here

Assign the PDR to the ExCCS Service Officer and their SSM for the Ministerial complaint to be finalised in Cuba

• Check the case for changes since the response was sent to the Minister. If any significant changes occur on a case after the response has been sent for the Minister’s signature, discuss with the ExCCS SSM immediately
• ExCCS SSM will decide if contact is required with the Child Support Liaison Officer (CLO) who will seek approval from the Agency Liaison Officer (ALO)

To finalise the complaint:

• Use the Finalisation macro to summarise the key issues, the outcome and any further action needed
• Copy the macro and the agency or Ministerial response into the Cuba Feedback and Review window under the initial complaint
• Finalise the complaint in Cuba, see Complaints handling Cuba Process Help
• Save the finalised response as a PDF to the workload folder on the ExCCS National share drive
• Email a copy of the finalised response to any relevant officers, for example PS officers
• Delete the Agency Response - NMR intray or the Ministerial Unactioned intray
• Assign PDR back to Unit Co-ordination - External Complaints Child Support and request any referrals required via PDMS and/or to be Published and Closed on PDMS

When the complaint is finalised, reconsider if systemic issues have been identified and whether ongoing customer management is required.

• For systemic issues, see Step 6 in the Managing complaints from the Minister’s office or another government department table
• For ongoing customer management, consider referral to a specialised area, for example:
• Personalised Services
• Intensive Collection Services
• Change of Assessment
• Objections

Note: for information about referring a customer, see Customer referral guidelines.

For principles that must be followed when providing feedback, see Background in Managing complaints and feedback.

• Consider the investigation outcome
• Despite not forming part of the complaint, feedback may still be required.
  For example, if a development need was identified for a Service Officer or the correct process was not followed. For more information, see Managing complaints and feedback
• When the complaint is finalised in Cuba a Complaint Feedback intray automatically generates

Is the communication an upheld or partially upheld complaint or a compliment?

• Yes, go to Step 5
• No, delete the Complaints Feedback intray. Procedure ends here

• Contact the Service Officer's Team Leader to discuss the potential feedback
• Prepare feedback by completing the Complaints Feedback macro
• Paste contents into the notes section of the Staff Feedback Tool
• Include the name of the staff member’s manager and the ExCCS SSM in the manager field
• Tick the Request Reply box. For more information see Staff Feedback Tool
• Record in the Cuba Feedback and Review window that the feedback has been provided

Does a compliment also need to be recorded?

• Yes, go to Step 3
• No, for the ExCCS Service Officer, procedure ends here

If a customer gives a compliment about a Service Officer, the service provided by Child Support or a product, provide feedback.

Record the compliment in the Communication window:

• Type: Select how 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

For customer compliments about a specific Service Officer, also email details of the compliment to the Service Officer’s team leader/SSM.

If a Service Officer wishes to provide a compliment to another staff member. Record details of the compliment in the Staff Feedback Tool. Include the names of the staff member’s manager and your SSM in the manager field. For more information, see Staff Feedback Tool.

For the ExCCS Service Officer, procedure ends here