6.9.3: The steps in the complaint handling process
CSA policy is to respond promptly to every complaint it receives. CSA has a 3-step complaint process which is set out below. However, complaints about very serious misconduct may be reported directly by the Customer Service Officer, manager or Complaints Officer to the relevant CSA Service Delivery Manager for further action.
CSA keeps a record of all complaints and the action taken to resolve them.
Step one
When a CSA officer receives a complaint from a parent in writing, over the telephone, or in person the officer will make their best efforts to resolve the complaint. They may need to refer it to the relevant team member handling the matter to resolve the complaint. This can involve:
- explaining the operation of the legislation;
- apologising for an error or inappropriate behaviour or action; or
- explaining objection rights to the parent.
CSA officers dealing with a complaint about the delivery of service by a contracted Senior Case Officer will involve that officer in the complaint handling process.
Step two
If the CSA officer cannot resolve the complaint they will refer it to their manager who will deal with the matter promptly and give the issues raised fresh attention. They will also use their best efforts to resolve the complaint and escalate any issues as appropriate. If the manager cannot resolve the complaint they will advise the customer that they can refer the matter to the complaints service by calling 132 919.
Step three
By calling 132 919 a parent can speak to a Complaints Officer who will be responsible for resolving the complaint. An officer who is independent from CSA officers who have handled the parent's child support case will look at the complaint.
If the parent is not satisfied with the action taken by CSA they may lodge a complaint at any time with the Ombudsman, their Member of Parliament or the Minister's Office.
In some cases, complaints may go directly to step two or three. These complaints include:
- complaints from very distraught parents who believe they have a serious issue that cannot be resolved by staff in a site office; and
- complaints about the behaviour of the Customer Service Officer, their colleagues or manager or a more senior officer.