Procedure for feedback received via Contact Centre, Post, Email (info@...), Webform (gc2018.com), Phone. Receive Assess Record Investigate Respond Review Monitor All Staff Channel: Post Email (info@...) Webform (gc2018.com) Contact Centre phone STEP 1 Post: Received by Contact Centre. Email: Received by Contact Centre. Webform: Received by Contact Centre. Phone: IVR. Specific feedback sent to relevant Function Area. General feedback directed to Contact Centre. Contact Centre Administrator listens to complaint/ feedback. If it cannot be immediately resolved, it enters the feedback management process. Contact Centre Administrator STEP 2 Open case file in online system. STEP 3 Determine if feedback should be managed under this procedure or in an alternative manner (see guidelines - Assess) If feedback should be redirected to an alternative agency or organisation to be managed, refer to GC2018 Feedback and Escalation Template) STEP 4 Record details of the feedback/ complaint in the system. Determine if case needs further investigation. If not, go to Step 6. Determine if case is high risk and requires escalation to Manager Government Coordination (see Feedback and Escalation Template). STEP 5 Advise relevant Function Area Lead of the complaint. Function Area Lead to assign a Case Owner. STEP 6 Respond to the customer within designated timeframes. If customer is satisfied with the outcome, close case in register. STEP 7 If customer is not satisfied with outcome, provide advice on opportunities for internal or external review, appropriate. STEP 8 Develop reports based on the register for management to review, monitor trends and set corrective actions. Report to be sent to Executive Management Team on a quarterly basis. Case Owner STEP 5.1 Gather evidence, investigate, make decision on the outcome of the case, ensuring relevant approvals are sought. STEP 6.1 For escalated complaints, the Case Owner should respond to the customer within designated timeframes. The Case Owner is responsible for closing the case in register, and notifying the Customer Contact Centre that the case is closed, providing relevant details using the Feedback Register template. Manager Government Coordination STEP 4.1 If case is high risk, Manager Government Coordination, escalates to General Manager Strategic Engagement and the relevant FA Lead, relevant General Manager and potentially CEO. STEP 5.2 Manager Government Coordination to be advised of the decision.
Advise Manager of and Public Relations if the feedback has the potential to require a media response. General Manager Strategic Engagement STEP 4.2 General Manager Strategic Engagement to advise on approach to investigation and responses related to: Breach legislation or regulations Health and safety risk Misconduct or illegal activity Employee misconduct Serious reputation risk. STEP 5.3 General Manager Strategic Engagement to endorse decisions on high risk cases. CEO to be advised of decision in relation to high risk cases. General Managers STEP 4.3 General Manager to support Function Area Lead in determining the appropriate Case Owner and other requirements for response. STEP 5.4 General Manager of relevant Function Area to approve decisions on high risk cases.