Centrelink phone protocols 111-05000000
Expand allThis document outlines topics that include answering, dealing with and finalising calls in Centrelink.
Procedures and protocols
The procedures in these topics present the protocols, or procedural rules, that are expected to be followed in telephone communication situations, including the processes to be implemented for a business disruption event or emergency situation.
These protocols are to be used by all staff.
Contents
Calling a customer or returning a customer's call
Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
Business Continuity Procedures (BCP)
Related links
Risk identification and management of threats to the safety or welfare of a child