Skip to navigation Skip to content

Staff Feedback Tool 111-24000000

Expand/Collapse all sectionsExpand all


This document contains an overview of the Staff Feedback Tool and its role in providing internal feedback.

About the Staff Feedback Tool

The Staff Feedback Tool is designed to record and manage internal feedback for all staff. The feedback can be for individual staff or specific business areas. The tool is used to:

  • recognise high quality work
  • build capability, by identifying and addressing learning and development needs
  • identify and address process and communication gaps
  • achieve greater consistency
  • improve quality of service

When to use the Staff Feedback Tool

Sending feedback

There are two types of feedback that can be captured in the Staff Feedback Tool. They are:

  • Feedback: advice or recommendations to improve the quality of service delivered
  • Compliment: recognition of high quality service provided by a staff member or team

Managing feedback

Line managers and non-line managers with legitimate business needs can:

  • view, edit and finalise feedback records
  • retrieve statistics and feedback

For more on access requests and roles, see Management of the Staff Feedback Tool.

When not to use the Staff Feedback Tool

Do not use the Staff Feedback Tool to record feedback from customers. However, the Staff Feedback Tool can be used to provide feedback to staff after investigation of a complaint has identified a service failure.

Centrelink and Medicare customer feedback is recorded in the Customer Feedback Tool. Child Support customer feedback is recorded in Cuba. See:

How to access the Staff Feedback Tool

All staff can access and use the Staff Feedback Tool to:

  • send feedback or compliments
  • view their sent items

It is not necessary to apply for a specific role via the ICT Security Portal.

To open the Staff Feedback tool, go to:

  • the Services Australia Intranet home page > My Tools > Customer Service > Staff Feedback Tool

How feedback notifications are sent - role of Office Locator

Notifications are sent to mailboxes listed for the organisation unit in Office Locator when feedback:

  • has been submitted by a staff member
  • remains open for 21 days

Line managers also receive notification if the Manager field has been completed in the feedback form.

To update information in Office Locator, including mailboxes for Staff Feedback Tool notifications, use the Office Locator Tool Support Request Form.

The Resources page contains links to the Staff Feedback Tool, Office Locator and Forms, Letters and Electronic Messaging feedback form.

Contents

Recording feedback in the Staff Feedback Tool

Management of the Staff Feedback Tool