Executive correspondence about Child Support customers 277-17091500
Expand allThis document outlines the process for the External Complaints - Child Support (ExCCS) team to manage complaints from customers and others who write directly to the Services Australia Chief Executive Officer (CEO) or other Senior Executive Staff (SES) of Child Support Smart Centres (CSSC).
Executive correspondence to ExCCS
The ExCCS team manages complaints from customers and others who write about child support-related issues to the CEO and SES of Services Australia. These complaints are Executive correspondence.
The ExCCS team receives:
- CEO correspondence via External Complaints - Child Support and the Parliamentary Document Management System (PDMS)
- SES correspondence via External Complaints - Child Support (ExCCS)
The ExCCS Program Support Officer adds Correspondence received via the External Complaints - Child Support (ExCCS) mailbox to PDMS.
Responding to Executive correspondence
A response to an Executive complaint is required as follows:
- CEO correspondence within 10 working days (an acknowledgement letter must be sent to the correspondent within 48 hours)
- SES correspondence within 15 working days
Providing feedback to the business
Compliments and complaints provide the agency with a valuable source of information to:
- assess performance
- identify systemic issues, and
- assist in the training, development and support of staff
The ExCCS team provides written feedback on all staff compliments and upheld and partially upheld complaints using the Staff Feedback tool.
The Resources page contains links to macros and intranet pages, guides to preparing written responses and Child Support forms and facts sheets.
Related links
Call and screen recording - information and access
Managing complaints and feedback
Correcting errors on Child Support cases
Customer Management Approach (CMA) for Child Support
Documenting Child Support information
Customer aggression - Reporting and recording incidents
Customer aggression - escalating incidents
Customer aggression - Prevention and management
Contact with Child Support customers
Customer Referral guidelines for Child Support staff
Change of Assessment in special circumstances
Customers talking about suicide or self-harm
Risk identification and management of threats to the safety or welfare of a child
Complaints handling Cuba Process Help
Intray management Cuba Process Help