Resolving Customer Complaints (Part Two) Using firstpoint

Resolving Customer Complaints (Part Two) Using firstpoint.

Prepared by Group Customer Relations

July 2017

CBA.0001.0275.0673

CBA.0001.0275.067 4

I Contents Introduction . ... .... ... .... ... .... ... .... .... .... ... .... .... ... .... ... .... ... .... .... ... .... ... .... ... .... .... .... ... .... ... .... ... .... .... .. 3

Purpose . .... .... .... ... .... ... .... ... ..... ... .... ... .... .... ... .... ... .... ... .... .... ... .... ... .... ... .... .... .... ... .... ... .... ... .... .... .. 3

How to recogn ise a complaint. .... .... ... .... .... ... .... ... .... ... .... .... ... .... ... .... ... .... .... .... ... .... ... .... ... .... .... .. 4

Your responsibilities to record and manage complaints ... .... ... .... ... .... ... .... .... ... .... .... ... .... ... .... .... .. 5

Accessing firstpoint - Comm See users . ..... ... .... ... .... ... .... .... ... .... .... ... .... ... .... .... ... .... ... .... ... .... .... .. 7

Accessing firstpoint - non CommSee users . ..... ... .... ... .... .... ... .... .... ... .... ... .... .... ... .... ... .... .... .... ... .. 8

Firstpoint home page . .. .... ... .... .... ... .... ... .... .... .... ... .... ... .... .... ... .... .... ... .... ... .... ... .... .... ... .... .... .... ... 1 O

Record a new complaint - CommSee users ..... ... .... ... .... .... ... .... ... .... .... ... .... .... ... .... ... .... .... .... ... 11

My Reports .... .... ... .... ... .... ... .... .... .... ... .... .... ... .... ... .... ... .... .... ... .... ... .... ... .... .... .... ... .... ... .... ... .... .... 41

Delegate access ... .... ... .... ... .... .... ... .... .... ... .... .... ... .... ... .... .... ... .... .... ... .... ... .... ... .... .... ... .... ... .... .... 43

Exiting firstpoint .... .... ... .... ... .... .... ... .... .... ... .... .... ... .... ... .... .... ... .... .... ... .... ... .... ... .... .... ... .... ... .... .... 45

Need more help? .. .... ... .... ... .... .... ... .... .... ... .... .... ... .... ... .... .... ... .... .... ... .... ... .... ... .... .... ... .... ... .... .... 45

Technical Support ..... ... .... ... .... .... ... .... .... ... .... .... ... .... ... .... .... ... .... .... ... .... ... .... ... .... .... ... .... ... .... .... 45

How to Manage Customer Feedback ..... .... ... .... ... .... ... .... .... ... .... .... ... .... ... .... .... ... .... ... .... ... .... .... 46

Need help resolving a complaint? ... ... .... .... ... .... ... .... ... .... .... ... .... ... .... ... .... .... .... ... .... ... .... ... .... ... .46

2 Commonwealth Bank of Australia Confidential

CBA.0001.0275.0675

Introduction.

The guide provides information about how to manage complaints using firstpoint. This Learning Guide is designed so that it can be used on its own as a learning guide for firstpoint or, in conjunction with part one.

Purpose.

The purpose of this guide is to create an awareness of how record and manage customer feedback using firstpoint.

This document also outlines your responsibilities for:

• Recording a complaint. • Resolving and closing a complaint. • Reassigning a complaint. • Escalating a complaint. • Recording a compliment. • Searching for existing complaints.


How to recognise a complaint.

You RECOGNISE the customer Is dissatisfied about a Group product, service, activity or the complaints handling process itself

(It Is expllclt) the customer wants a response or resolution

And

It SEEMS

(it is implicit) the customer wants a response or resolution

yourself that you have the skills and confidence the customer that you can and will assist

In firstpoint

QUICK RESOLVE

If the complaint is resolved immediately


srwm•IDLW

If mrnplaint Is not resolved imme1'sta ly

If the customer wants a response or resolution

the customer if they would like the issue resolved, or

action taken

Yes No

in your Business Unit system (ie CommSee), where Business Unit

processes require

CBA.0001.0275.0676

Your responsibilities to record and manage complaints.

You RECOGNISE that the customer is making a Complaint

can you resolve it on the spot?

Yes

QUICK RDOLVB

Resolve to dose complaint

You KNOW who does

Reassign to:

A colleague or Manager, or Other Team, Business Unit or Department

The person you reassign it to manages case one they

accept it and move it through to resolution

You DON'T know who does

Escalate to:

• Your manager

(If your manager cannot resolve, escalate it to GCR)

Manager or GCR manages the case and moves it through to resolution

Resolve to dose oon1Jlari

S Commonwealth Bank of Australia Confidential

No

e reference numbe~

Do you have the expertise/authority to resolve the

complaint?

Manage complaint by investigating and recording

actions in firstpoint

Record and communicate the final outcome

CBA.0001.0275.0677

CBA.0001.0275.0678

Let's explore in more detail :

Remember, if a customer makes a complaint, you must follow the 3Rs of Complaint Handling.

This means you should:

1. Recognise and record the complaint according to the 'flow chart on page 4.

2. Reassure yourself that you can help the customer, and Reassure the customer that you will help them. You should always say 'I can help you with that' .

3. Resolve the complaint by taking action to fix the problem yourself or if you do not have the authority or expertise to resolve the matter, take ownership to find the person/team that can. Let the customer know if you need to refer the complaint to someone else. Follow up the resolution of the complaint wherever possible.

While you are asking questions to clarify the customer's concerns, identify if you:

• can resolve the complaint immediately (Quick Resolve) • need to take further action (Standard Resolve) or • need to reassign or escalate the matter (Standard Resolve).

Note: when you record the complaint in firstpoint, you must provide the customer with the reference number, your name and your contact details. Follow your usual business unit (BU) practices for providing your details.

Record the complaint while you have the customer with you (where practical).

Note: a complaint in f irstpoint is also referred to as 'a case'.


CBA.0001.0275.0679

I Accessing firstpoint - CommSee users.

Method 1: Search for Customer in CommSee > Click on Customrer Chevron > Click on Manage

Feedback

-,..,., __

Doted lllnl> 1/1~ C•ld' llM

~"""-4 ....

- F\1'111 Tt fl!flftf

Q. CWt"'-~ --"I ,,..,.,.. "'* o.c. HIOI<

:::-..."":~ Cr-Pdlnl•ai:!D>

--a Ollca.c.e~ MaMe""" OllM l'IWIOllT•.,.._

This method will take you to the firstpoint 'Manage Feedback' page, where you can:

• record a new complaint or compliment for the selected customer or • review the customer's existing/previous complaints if needed (refer Part 3a).

l nTll'fll. -

BrMICh I RBS lrtraniet IT Ser.....U Desk

Commerael Bis Pel'SOMI l<*' C~

Cormfl ~Transact.on ROQUO$t {Ele<I

COllYllSee le4rM'IO Centre

FntNet M'1'1s1:r loofl Frstpoirt-Fml>ack SNrch

Fr~-Hoole PtllgO I GM Today

Home loan ~er

This method will take you to the firstpoint Home Page (refer part 2).


CBA.0001 .0275.0680

I Accessing firstpoint - non CommSee users.

Method 1: Access firstpoint using a link in the Tools menu on CommNet

ext .;ize: t increa<>e t dl'!CrPase Bus1rteSs Units HR tT Servac~ Forms Int~net 51tes Emel-genc.y Tocils Policies On<Ktory

•tf unks • I W<lcom• sar•h Gop<lll •

- . s earc:ll lntranet and people. .. l 00 I

Home Group Services IT Services News a Events About CBA Corporate Responsibility

$83.08 • o.95 ~~I Mod•ue!•..,,s

One.CBA The place to go for internal news, updates and more ... ----------.

t Business and Private Banking

fnstitutional Banking and Markets

• Wealth Management

Enterprise Services

Risk Management

t Financial Services

t Internationa l Financial Services

Mal1<eting and Strategy

• Group corporate Affairs

Productivity

Group customet" Relations

This method will take you to the firstpoint Home Page (refer part 2).


Useful l inks

NetSank

1 Comm.Bank

1 CommSec

I CommBank 8109

t Employee Benefits

I Career- Opportunities

I Customer Satisfadion

Tools

t iSource

' iAM

cdentlty Manager

1 PassvlOfd Manager

Chatter

I HR NOW

PeopleUnk

o Peoplosoft (HR)

Peoplesoft Financials (Including expooses)

I Refer

firstpoint c ustomer Feedback Manager

CBA.0001.0275.0681

I

• I I

--- MOOOQ0"9 Customer Feed;;:;bock=. _______ _ I ___ ., - r-{ •ecord cuJt ontef' teeclbadl In f r1ll

-·~- ::.:..--_..,. .. ________ _ ----··-----· -----_ .. _____ -----· ·--·-··---... ..-.._ ... ____ _ :=::-::."':..~===----

Methods two and three will take you to the firstpoint Home Page (refer part 2).

Note: URL links to access firstpoint might also be available on other BU intranet sites.

Method 4: Enter firstpoint.cba into the address bar of your browser

le Retail Banking Services -Home -Windows Internet Explorer

~· @, firstµlht.cb~ File Edit , htlp://frslpo:nt cb3/


CBA.0001.0275.0682

I Firstpoint home page.

From the firstpoint Home Page (My Home tab), you can:

1. 2.

3. 4.

5.

6.

Record a 'New' complaint or compliment (for existing and non-CBA customers). Search for previous/existing customer feedback using the 'Search by case reference' and 'Advanced Search' options. Access your work list (open cases) and task list in the 'My Cases' tab. Select your firstpoint notification preference under 'Notifications'. Delegate your firstpoint access (managers with direct reports only) or view delegations held (all staff) under 'Delegations'. Obtain customer feedback news and alerts under 'News and Alerts'.

7. Obtain technical and feedback management support contact details under 'Support' .

i:x>int __ ...._..,.,.. firstpointFLUser

My Home

Ta vie.iv a list of your open customer feedback cases, please chck on lhe My C;ises tab

To record a new customer feedback case. please click on the N•w drop do1Nn.

0 Not1ficati~O------

Select how you would like to receive your firstpoint noldicaoons

At least one option must be selected.

Notify Me

Emarl Nolificatron

•

0

' 0

Upd.ate

?

Dt lt gation(s) Htld No Delegation(• ) Held

•

1 O Commonwealth Bank of Australia Confidential

• w: § ase Select...

UAT ENVIRONMENT

Wel( ome to firstpoint 27 September 20 IO • firstpoint 1s a new Group-\Mde system for recording and managing customer feedback, including comphments and complaints.

As well as allowing us to meet new compliance requirements. the firstpo1nt system. and related processes for managing customer feedback, tMll help us to understand the relationship between customer sa1lsfaction and customer d1ssat1sfaction. and therefore support l:he Group's vision for becoming number one in Customer Salisfaction

From 27 September 20 10 , all customer complaints and compliments must be recorded and managed in firstpoint

[firsr:poinl Projecl)

Man:iging Cus-tomtr Fe@dbaek guide 27 September 20 IO

For information about the Group's process for managing customer complaints and compliments, visit the GCR intranet site and review the Managing CusbJmer f: i:i.i:i..-lh:.-.1 ... .... ,, ... 0

• Technic;il Suppon

1. Refer to the firstpoint System User Guide located rn the 'Help' section within firstpornt.

2. Refer ro the firstpomt Support and Troubleshooting page on the Group Customer Relations intranet site

3. If your technical issue 1s sbll unresolved contact the rr s ervice Desk

How to Man'3g lil Customer Feedbad:

1. Refer to the Managing Customer Feedback Guide, 3Rs of Complaint Handling Quick Reference Guide, and FAQs located on the Group Customer Relations intra net site.

2. Refer to your Line Manager and/or Change Champion

3. If your process queiy is s1lll unresolved email [email protected]

F' or assistance resolving a specific custom er complaint speak with your Lrne Manager or a nominated complaint specialist in your TeamJDepattment. If you need further assistance, contact Group Customer Relations

CBA.0001.0275.0683

I Record a new complaint - CommSee users.

When you choose Manage Feedback from the customer's CommSee profile, you will be taken into firstpoint. From that screen (see below), you can:

• record a new complaint or compliment for the selected customer or • review the customer's existing/previous complaints if needed.

1 . Previous Cases: If the selected customer has previously raised a complaint or provided a compliment to the Grou , a list of these cases will a ear in the customer's 'Previous Cases' tab.

- pjnt ---Prev;ous C~1ses

Date Received .._ Case Reference Number

91081201 0 3:03 PM CF-30C

21091201 0 3:30 PM CF-49C

410912010 11 :5 7 AM CF.13C

4109120 10 12:10 PM CF- 12C

41091201 0 12:34 PM CF.14C

410912010 1 :11 PM CF- 16C

41091201 0 1 :25 PM CF-21C

41091201 0 1 :38 PM CF-22C

41091201 0 2:00 PM CF-24C

( 11EW: Select s e1ect

c omplim ent

Feedback Type

Complaint Complaint

Complaint

cornp1a1nt

Complaint

cornp1a1nt

Complaint

c ornp1a1nt

Compliment

v

Status

Open

Open Open

open

Open

Open

Open

Open

Closed

Managed By

Disolavina 1 O reco ds

1 2 3 4 Next

Dote Resolved

41091201 0 2:01 PM

If you hover over each of the cases listed, you can obtain a little more information about each case.

p)int ---Previous Cases

Dale Received L Case Reference Number

91081201 0 3:03 PM CF- JOC

21091201 0 3:30 PM CF·49C

4109120 10 11 :57 AM CF- 13C

41091201 0 12:10 PM CF-12C

41091201 0 12:34 PM CF-14C

4/09/201 0 1 :11 PM CF-16C

4/09/201 0 1 :25 PM CF-21 C

4/09/201 0 1 :38 PM CF·22C

4109/201 0 1 :43 PM CF-23C

4/09/201 0 2:00 PM CF-24C

Case Details

Product/ Service Credit

Cause ProducVSerrice

Priority Standard

Issue Summary

Compliment Closed Hamish McRae

Displaying 1 0 records

! 2 3 4 N ext

4/091201 0 2:01 PM

To view the complete case detail, click on the relevant Case Reference Number. This will open the case in a separate tab where you can view all case details. Note: only if Restrict View Access has not been a lied b GCR.


CBA.0001.0275.0684

I

Previous Cases Cf .49C l<

R!Mew lllocle 101: CF-49C

Co11~~ .1it Oelolis Custorne1 Dtt.lls Ad ionHistory Altacl1ne1d History

Dille Rm ive;I 2109/2010 3:30 PM

Receivedl.ia Telephone

Note: if an open or closed Standard Resolve complaint already exists for the customer in the Previous Cases tab, for the same issue, you are not required to re-record the complaint in firstpoint.

If the complaint is open, you should update it with notes of further actions you have taken. Or, reopen the closed case, and manage the case as appropriate. By reopening a closed case, you become the new case manager.

If the customer is complaining about an unresolved issue that was previously recorded and resolved as a Quick Resolve, you will not have the option to re-open the complaint.

You should record a new Standard Resolve complaint, and link the previously closed Quick Resolve complaint to the new record. You are required to back-date the 'Date Received' to the date the original Quick Resolve complaint was received. This ensures we accurately capture when the issue was first raised and is a compliance requirement.

If the complaint is unrelated to any previously raised issue, a new complaint record must be created.

2. Recording a New Complaint:

To record a new complaint click on the drop down menu next to New and select 'complaint' .

- mint --- y NEW: Select 1-~-ele-ct------'-'i

omplamt Compliment

Previous Cases

Displaying 1 O reco

1 2 3 4 Next

Date Received L Case Reference Number Feedback Tl/Pe Status Managed By Date Resolved

9/08/201 C 3:03 PM CF-30C Complaint Open


4/09/201C11 :57 AM CF-13C Complaint Open

4109120.1C·12:·10 PM CF-·12c complaint open


4/09/201( 1 :11 PM CF-16C Complaint Open

4109/201 C 1 :25 PM CF-21C Complaint Open

4109/201 C 1 :38 PM CF-22C Complaint Open

4/09/201 C 2:00 PM CF-24C Complimen1 Closed 4/09/201 0 2:0' PM


ds

Once you select 'Complaint' firstpoint will create a new complaint case.

~ltom•

New: Select

Select

Comoliment

to~ •ta Ol 'f'OU" cpertiOJtlcmer ~~et. pleu'9Ckk Cfthl!itl CH•litb

1••4COl'd .,.....~~ ~e:aie ..... ddlcn9'11t • ..... --Once you select 'Complaint' firstpoint will create a new complaint case.


CBA.0001.0275.0685

I

Record a new complaint - non CommSee users.

New: Select

Select

Compliment

To 'flil'W a un of)'OUr ape I\ c1.111om.r tee aback C.HM. *RU thCk Oil Ille~ C•Ht ta~

TortCOid• nMe~1ome1 rHOIHiCktHt, PIHff <hekon~e Htw lltopdoom

vJ I

I

Once you select 'Complaint' firstpoint will create a new complaint case.

Adding customer details to a case.

CBA.0001 .0275.0686

I

If the case was created using customer details in CommSee, the customer's details will ~ automatically add to the case. If you need to add additional customers to the case, you can do so by clicking on the green 'add' (+) icon. To add an additional customer follow steps 1-6 below.

NvHc1te My Cases C'F·15627C x

) Case Summary Status Open-lnc~mpltt• Rererence c · 15&27C Type Compaint Cs!-e Ma.'tage<" rll!il!)OlntPLUstr ID D til u _..---• Capture Complaint Details

v Custome-1 Ottails

Prl.-.ary Contact? e'J

Cm~tom•t ID I 2600)

Name li1t MICKEY MOUSE

Addrus ~~!~~~~1~ST ST CLAIR NSW>OIXX

Phone Number 02984563214

MobiJe Number 0426993369


CBA.0001 .0275.0687

I If the case was created from within firstpoint e.g. by selecting New> Complaint from the firstpoint Home Page, you will need to conduct a search for the customer and add their details to the case.

To add customer details to using CommSee information:

1. Select the 'Customer Type' from the new complaint case tab. 2. Select the search criteria you wish to search against (e.g. account number, personal

details (person), etc. ) in the 'Search By' field. 3. Input the information required based on the search criteria selected . 4 . Click the 'Search' button.

- JX)nt firstpo1ntFLUser New: Pf.ease Select. •.

> Case Summary Starus Op.e~~ Re-t~re-nce CF-15628C Type Complaint Case Managu nrstpo1ntFLUser 0 f1':J D _... ---

Cus1omer Type • CBA Personal

Search By Accotn NGJ Poky No.

Account No. I Poticy No.

-cane ti 8ubllla

5. If the customer record appears in the search result, select the customer and add to the case. Note: ensure that you follow BU procedures to correctly identify the customer and the correct customer record is added to the firstpoint case.

6. If a customer record does not appear in the search results, or the customer is not a CBA Group customer, you will need to manually add the customer's details and create a new record of the customer in firstpoint. This action will not create a record of the customer in CommSee or other bank systems.


CBA.0001 .0275.0688

I .., Customer Details

Dlsplay lng 41 Records Next

lrst Name urname DOB ddreH tie ct

Miss ZERO TWO 2000 x DAWN FRASER AVE SYDNEY OLYIYP FYI' D

Mr JOHN SMITH 1990 :oo:alZABETH STS'!ONEY"°"' FYI' D

Mr JOHN SMITH 1990 Xl< MARTIN PL CONCORD NSW>m: FYI' f;J

Dr STEPHANIE BUCHTHAL 1990 LEVEL »:SUITE :<xx PITI ST FYI' D

MR JOHN BOB SMITH JUNIOR 1990 CRYSTAL PALACE >le< BLRWOOD RD FYI' D

MR JOHN BOB SMITH JUNIOR 1990 CRYSTAL PALACE>lC< BLRWOOD RD FYI' D

MR JOHN BOB SMITH JUNIOR 1990 CRYSTAL PALACE>X< BLRWOOD RD FYI' D

MR JOHN BOB SMITH JUNIOR 1990 CRYSTAL PALACE:«< 61..RWOOD RD FYI' D

Mr JOHN BOB SMITH Junior 1990 x-;o; ST I\ TION ST Sl'DNEY JOOX FYI' D

MR JOHN BOB SMITH JUNIOR 1990 CRYSTAL PALACE >le< BLRWOOD RD FYI' D

If customer not found. please seat ch again OR click the Enter Customer Details checkbox to enter details manually. Press Cancel to return to the main screen.

Enter Customer Details D

;ic Cancel ( submltl

7. Once the customer is added, you have the option of adding additional customers if required. You can do this by clicking on the green "add"(+) icon.

Record a new complaint - all users.

Once customer details are added, you need to:

1. Take note of the reference number so you can provide to the customer along with your name and contact details.

Note: Follow your BU procedures for providing contact details.

2. Where there is more than one customer, check which customer is the primary contact.

3. Check if mailing address is the same as residential.

4. Add another customer if applicable by clicking on the green "add" ( + ) icon.

5. Select if a Quick Resolve or a Standard Resolve 'Complaint Type'.


CF·1 5627C ><

· capture Complaint Details

.., Customer Deta~s

•

PTlm•ry Contact? Iii

Customer ID 126903

Name Mr MCKEY MOUSE

Adduce

P"hvne Humber 0 29645632 14

Mobile Humber 0426993369

l ... J Mailing address :som e as r

.., Complaint Type

CBA.0001 .0275.0689

I

.. ?

O standard Resolve (further action req


When creating a new complaint, a reference number is automatically generated by firstpoint.

[ CF-2209C x

It will always have a "CF-" prefix (i.e. "Customer Feedback"). You need to quote the full reference

CBA.0001.0275.0690

I Record and resolve a Quick Resolve complaint.

Hover your mouse over the

11D£i§l[Q~QJ~~ to obtain further details ; Ct>mplalnl Oe1all$

:..J IH U• S'l'fltl.-Y I 1?~~~~ Enter a factual summary ofthe customu's complaint

Do not include det,;iils ofyou1 opi111on 01 assessmen1 of 1he c us.tomer or the compla 101, or a11y actions you take lo resoke il for Qu1ckResol t.•e ontv, also int lude deloiils of lhe outcome lhe cusblme1 is seeking. Do no! co.r:wentire em<iils 01 letrers in!o thili field.

Compt.lili !i,, ;;;;;:;:===========J

1. Select Quick Resolve

2. If linked to a known incident/event, input the date the issue occurred or incident/event number in the Link To field. Otherwise leave blank.

3. Enter a summary of the issues the customer has raised in their complaint In the Issue Summary field. This field is mandatory and allows for free text to be entered. This field is used for a summary of the complaint only. Do not record any personal customer details or outcomes in this field .

See further for complaints involving customer credit information.

Select the Cause and Cause sub-category of the issue from the drop down boxes. More than one cause can be added to the case by selecting '+'. Where there is more than one issue a Primary Cause will need to be selected.


) Cas@ Summ1ry o~ crmpl~ml - r;-:TrJc•EEPl-I FCRO- CH& M91 fir.tpo1ntflU;--m D (g] n-~~~~~~~~~~~~~~~~~~~--~~~~~~~~~-

· capture Complaint Details-----------------------

i¥ C11sro1ner Oetalls

+

Pti111a1vCCN111ac:l? 0 Customo. II 878715519

lti1U19 Ml JOSEPH FORD

Adlll~SS ~~~::~~~~~NEWrOWN

0 ro rnnQ at11Hess same as res1uer1ua1

w C• mplahit Type

® Ouic k Resot.ie (~solt.ted imm! cllat! 'rfl

O s1anaard Reslll're (fUrther acnon reau11ed]

, ..., link To

I"" C•mplalnt Oetalb

~~~~9.~!~!'!IJY. : eg ~11 J ><ii.:I !"le a~d hi~ paine1, f' ss K. ha~ beer; ch;u(l=-d c. fee on 1h~1r arcourt ~nd t'l~, arP ;11r10 i~ eer;; _1se tl":ey .,,;e1f' nf'.el . ..,,t Cl!iil"Jt lt11~ f~(:. ltl{f,- l,IJij~J;:YtiO"l • .109 9 1J1J1J$ A'tlO f&fuS~i3 (O l~for'1 1l

11"1! tee, sr;dthe,· noww.;mt :t r!fondi;o:l 1mmed1alel,

C<1mplaim irM'.lt.'e$ ~~.<1.1R~f~.~.~~~. 0 info•mMion?

... Cau$&

•

J

J

4. Select which products the complaint relates to.

Up to three tabs are displayed in the ProducUFacility field: Open, Closed and Other. The Open tab displays known accounts and policies currently held by the customer.

CBA.0001.0275.0691

I

The Closed tab displays known closed accounts and polices previously held by the customer. The Other tab allows selection of other product, facility or service categories.

Note: If the complainant is anonymous or their details have been manually entered, only the Other tab will appear, as no product information for that customer is available

If the complaint relates primarily to one of the customer's Open products, select it via the Primary Product checkbox in their Open product listing.

If the complaint relates primarily to one of the customer's Closed products, select it via the Primary Product checkbox in their Closed product listing.

If the complaint relates primarily to a product not listed in the customer's Open or Closed listings, or if the complaint is not product related at all, select a category from the ProducUFacility drop-down menus in the Other tab.

Multiple selections can be made from the Open, Closed and Other tabs, but one must be checked as the primary product, facility, service or channel involved in the complaint.

"' Product/Facilily

01>en Closed

ccountHame roduct(sl Impacted

MOUSE MM 785010286412 ........... Coml)lete Aeeess D MOUSE MM 785010286420 ········-·· Coml)lete Aeeess D MOUSE MM 785010286439 ········-·· Coml)lete Aeeess D

Produ ct/ Fac ility

Clo sed Oth ers

D D D

P.-oduct1Facility s ub-category•

D Plea s e S e le ct ... v I Please S elect.. . [ v )

• ~'-~-~-~-!? ... §.§!t~_£L-.: .......................................................................................... . Access , F acili t ies and S ervices Cred it

~~-~!'~~-~-~~-~~~~~~ Insurance ~1!1~- ~~ Investm e nts a nd F in a n cia l A dvice

Man a g e Cas N ot a S pecific P ro duct/Facility Ove rsea s Service s Tra n saction a n d S aving s Accounts Tra d ing, Derivatives a n d Structu re d P rodu cts C FS P rod u ct

n e e I

5. Record all the actions taken to resolve the complaint and the outcome.

S u b 1n it

6. Confirm the complaint has been resolved immediately and the customer accepts the outcome.

If the customer does not accept the outcome, you are unable to confirm matter is resolved. You are required to amend the complaint to a Standard Resolve and manage to resolution as noted in part 5.


CBA.0001.0275.0692

I

Click the Submit button to close the complaint.

~

eg revre 'ed tt e account and refunded the fee as a customer " Summmy of Actions

se1V1ce gesture

Taken and Outcome •

'

D I confirm that this complaint was resolved imm ediately and that the customer accepts the outcome•

Cancel Sublnil

Note: once you Submit, you will not be able to re-open a Quick Resolve complaint or edit or amend it in any way. Always confirm the customer accepts the outcome before submitting the complaint. If the customer doesn't accept the outcome, you should switch to and manage the case as a Standard Resolve.

Quick Resolve - involving customers' credit information.

After you have completed the Issue Summary, select the 'Complaint involves customer's credit information?' tick box.

A second tick box, 'Complaint involves credit information held by another Credit Provider or Credit Reporting Body?' will appear. Select this box if applicable.

CommSee Request ID - complete if a Credit Corrections request related to this complaint.

Submitting your information

If 'Complaint involves customer's credit information?' tick box was selected: You will have to select the 'I confirm that this complaint was resolved immediately, the customer accepts the outcome and was provided with written acknowledgement and notification of the outcome of their complaint' t ick box at the bottom of the screen in order to submit your information.

The embedded helpful link Comprehensive Credit Reporting page provides the template for the final response that needs to be sent to the customer.

If you selected the 'Complaint involves credit information held by another Credit Provider or Credit Reporting Body?'

You will get the standard 'I confirm that this complaint was resolved immediately and that the customer accepts the outcome' tick box before submission.


, ........... ~ U rtf ....... 'tCt f'I• 9 w or11.-...,1

~ ............ « .al iufoo n.'9ton

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CBA.0001 .0275.0693

'°" ...... ._ <--•'lu•• EJ ......... t

c • ...-.-.-.... ,, ................ , ~ ... tivPt•:: .. f!.I C1 ... ~1i'•I -

• D

,, ............ ,........., .... ,,......,.._.......-r ... ~"",....,._11( .... ,,. -·

I

All complaints involving a customer's credit information must be acknowledged in writing and a written final response must be provided. Refer to your BU instructions.

Record a standard resolve complaint.


lnueS.11W1ill

1 ~~~ Erteratittual sLt'llmarycftlle wslo1TEl'scempta1rd Do not 1ndo:ie dehits ofi,ouropnmo1 assessment oithecusoornsr Cl"1i9 tGt'llp!a111~ oraf't/~:tons )lu t<f\e In iesol'le t h 1QuitkRe<SolH1 onlf,also nch.10? de! ~ilsoftheo:.ttome Ille cus!ome1 is seekinu. Do no!cop,>enf111 ermlsa-leten; info tiisli61d.

c,.,.,....l.;;;;=======:.J 1 . Select Standard Resolve 2. If linked to a known incident or

event, input the date the issue occurred or incident/event number; if linked to a Related Insurance Claim or Dispute input the claim number; if related to another firstpoint case (open or closed) input the previous case number; in the Link To field.

You can switch between Date Issue Occurred and Incident, Event, Claim or Case Number by

clicking ,. otherwise leave blank.

3. The Date Received field defaults to the date and time at when the case was created in firstpoint.

The date must be manually changed to reflect the correct date and time the feedback was received by the CBA Group if not logged at time of receipt. This can be done by clicking on the calendar icon next to the Date Received field.

Select how the complaint was received from the Received via list.


CBA.0001.0275.0694

I 1Capture Complaint Detail~ ~~~~~- ~~~~~-

"" Customer Details

Primary Cont.1ct? 0 Customer ID 878715519

Name Mr JOSEPH FORD

Address SCRAMBLED STREET NEWTOWN NSW )()(l()( AUSTRALIA

0 Mailing address same as residential

• "" Complaint Type

"" Link To

"" Compla int Details

O Quick Resolve (resolved immediately)

0 Standard Resolve (further action required)

@ Incident or Event

O Related Claim or Dispute

O Related Case

C_>~!!\.~~~_e-~~~- '. I 25102120161:58 PM

Received via • I Please Select...

la [v]

4. Enter a summary of the issues the customer has raised in their complaint In the Issue Summary field. This field is mandatory and allows for free text to be entered. This field is to be used for a summary of the complaint only. DO NOT record any personal customer details or outcomes in this field. You can record personal information in the Special Instructions panel.

5. In Outcome Sought By Customer field, enter a summary of what the customer is seeking - both financial and non-financial. Do not enter what you believe to be the most appropriate outcome (even if you are aware that the customer may be seeking an unsuitable or unreasonable outcome). Remember that customers are sometimes unable to articulate what they want.

6. The Priority level is a subjective assessment. Consider if matter is e.g. sensitive or urgent, or involves a high value customer

7. Tick Media Risk if there is a chance of media involvement

See further for complaints involving customer credit information.

8. Select the Cause and Cause sub-category of the issue from the drop


~~~~~ ~l!llklY. '. eg Mr J sad he and his partner, lliss K, ~'ave been charged 3 fee ,. on their accoun1, and lt.ey are lunous because lt.ey 11ere rever told aboJtth s fee. They sockewth Joe 8 oggs 'llho refused to refurd the fee, and th er ro11 'llan1 ~ refurded im'!lejiatelr

~!~~~~~. ~~.U!~.~Y. eg CJstornerwants lte fee re~Jnded immedialefy Customet '

Priorly• ._lst_an_dar_d ____ _,G ... vJ

st1ecial ~1s1111c1ions

eg Cuslorneruses TTY serlice and ony11ishes lo be con1acted between 3prr ard 5pm

Complai~ it1ot.lls ciis101iiei·s-a:eii~- o · ···· 11iioi1i1aii~if

y

y

y

P1ima1J Cause?

+

CBA.0001.0275.0695

I

CBA.0001.0275.0696

I down boxes. More than one cause can be added to the case by selecting '+'.Where there is more than one issue a Primary Cause will need to be selected.

9. Select which products the complaint relates to.

Up to three tabs are displayed in the Product/Facility field : Open, Closed and Other. The Open tab displays known accounts and policies currently held by the customer. The Closed tab displays known closed accounts and polices previously held by the customer. The Other tab allows selection of other product, facility or service categories. Note: If the complainant is anonymous or their details have been manually entered, only the Other tab will appear, as no product information for that customer is available.

If the complaint relates primarily to one of the customer's Open products, select it via the Primary Product checkbox in their Open product listing.

If the complaint relates primarily to one of the customer's Closed products, select it via the Primary Product checkbox in their Closed product listing.

If the complaint relates primarily to a product not listed in the customer's Open or Closed listings, or if the complaint is not product related at all, select a category from the Product/Facility drop-down menus in the Other tab.

Multiple selections can be made from the Open, Closed and Other tabs, but one must be checked as the primary product, facility, service or channel involved in the complaint.

~ ..... Pto duu FacUlty ~ I Open CIOSM Others

1£----M- IA:CcGU •= -T- - -MOUSE MM 78501 0286412 ~·.e.cc= 0 0 MOUSE MM 785010286'20 ~·.a.xess 0 0 r.l.OU~E~ 18S010286439 ~·Acee= 0 0

r- P.-oduct, Fac ility I I Open C los ed Oth e ....-s

~ct P..-lm.wy -I Re-ed Product;Facility • r---oc:luctlF'~dlity s ul>- c•egory

D PleasA: Select ... 1 ..... I Pl"""'" SQhact ... , ..... ( .. F?le a se S elect . Access. Facilities and Servic es

Re_s;tri.c;-t_ "'-~~-~q::~-"-~ Credit lnsur"ance

~·!·~-~~ Investments and t=fnancla l Advice M anage C as Not a Specific Product/Facility

Overseas Services Transaction and Savings Accou n ts

" n c e l S •-.W Trading. Deri'v:at ives:: and S tru ctured Produe~ C FS Product


~~_s_tr!~t-~~"':'-~~~~-~~ !~ _ 0 this case

CBA.0001.0275.0697

I I 10. Select Restrict View Access to this case

where it is appropriate for only you, your manager and GCR to have permission to view the details of the complaint. Manage Case * '-I P_le_as_e_se_le_ct_ .. ____ __,_G ...

11. Choose applicable option from Manage Case:

• Enter actions taken,

• Reassign case, or

• Escalate case.

Select: Enter actions taken when you are taking ownership of the complaint.

Note: Escalating and reassigning a complaint will be covered in a later part of this guide.

Standard Resolve - involving customer credit information. 1. Select the 'Complaint

involves customer's credit information?' tick box.

2. A helpful label linking to the Customer Credit Reporting page on CommNet will appear.

Underneath that is the tick box 'Complaint involves credit information held by another Credit Provider or Credit Reporting Body?' Select this if applicable.

3. Submitting your information a. If you selected the

'Complaint involves customer's credit information' tick box, i. You will have to select

the This complaint relates to the customer's credit information. I confirm that the customer was provided with both


c~~=::~:~~..,~~= 0 Receipt of CO'TlPlaints rela1ino to credit inform.ation must be iufon nilticm? atknnwledfJed 10wutmg to 1he customerv11tr11n seYen calendar dery'S.

corn1>1a1nt 11No~•s CfEd• i11rom1(111fon

c.::•:;.:~:::·: D C.recJit Re1>0tti11u ·······-~~·

This complaiut relates to the cust omer s credit information. I confirm that the cust ome1· was provided with both acknowledgement of the 0 ~of the complaint witlain sew11 cale11da1· diJYS and confirmalion of the ~inwriting •

Does cust omer accept I Please Select.. v I the outcome?• ..... ------------'=·

Cancel

SubmM

CBA.0001.0275.0698

acknowledgement of the receipt of the complaint within seven calendar days and confirmation of the outcome in writing."

b. If you selected the 'Complaint involves credit information held by another Credit Provider or Credit Reporting Body?'

You will get just the standard submit button.

4. Once submitted, a reminder email is sent by NotifyMe or email to remind the case manager to acknowledge receipt of the complaint in writing within 7 calendar days.

V1ewEma1I

s ent: 26f02J:!01 4 1:48:55 P l11 1t'Om AAU NS\l\fT439

From: DoNotRe1Jll/.fos [email protected] To: susnamn.KOmmera~t:ia.com.au Subiect f orvour ac1ion: Please acknov1!edge IAr MICKEY MOUSE in \'vfitina re: complaint Cf ·33059C w1thin 1 days

Dear firs tpointFLUser,

Complaint CF-33059C for Mr MICKEY MOUS£is open and is currently managed by you. As this case involv" the customer's credit darn, you are required to ocl;nowl•clg• lh• to•nt>l"liltt in miting to the customer, within seven calendar da'ls of the Group receMng the complaint.

Please provide the customer with writtet1 acknowledgement and attach a copy to the case in f!rstpoitit

Please also note that you must provide the outcome of this complaw.t in v..Titing to the customer once the matter 1s rcsohrcd.

Click here to review the case details and take forther action t;.J reso111e this case.

This is a system-generated email. ff you have any questiom regarding this matter, please speak with your manager

I

Making a record of your investigation and resolution. You must record each activity you take to investigate the complaint. Upon selecting Enter Actions Taken, the next screen allows you to Enter actions taken and record your investigation and resolution of the complaint.

Choose the most suitable action type from the drop down menu next to Manage Case: Enter Actions Taken (sub menu)

• Assign Task: allows you to assign a task to someone else who is not the case manager (where you are still managing the case).

• Resolve case: record the actions taken to resolve the complaint and close the case (discussed later).

• Edit complaint details.

• Reassign case to another staff member.

• Escalate case to your manager (or GCR in some circumstances).

• Withdraw case if no longer required .


Enter Actions Taken:

1 . To record your actions select an Action Type from the drop down menu.

Enter details in the

fields.

Use the "add" ( + )

icon to add further actions if needed.

2. Submit

You cannot change

the action details once you have submitted details.

3. The action you created will appear in the Action History tab.

Assign a task:

5 To assign a task, select Assign Task from the Manage Case drop down menu.

6 You can assign a task to:

• yourself (as a reminder)

• another staff member

• complete all fields and click submit.

You can withdraw a task if you have assigned it to the wrong person.

..,. M;an;age Actions-----------------------------------------------~

Entel A.cUOtlS Taken

Please Selec·t...

i~fff~~!;;~;······· .__ _________________ _ Reouested D ocum entallo SuUmll

""'" Telephone Call used svs tem Other

u...s,.o- . ,..,_ »ye.... 1 OF.1scl1c Phues.M<t c...-

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C!!!:.'-""'

')"' Case Summary Status Pentl•n"-R~~

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Manage Case

... ?, .... ..

----,

JJ0312014 5 "PM

SJOlr.?0 IA 5 Oi PM


CBA.0001.0275.0699

I

• •

Assign Task Please seiea Withdraw Case Erter Actions Taken

Edt ComP'all"lt DE«lllts ReesStgn ce>e R"olviiCau Eo;caiat•C~e W1thd1'8'NCase ToMa~er

f\u iga To; O M•

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@ Team

Assign ed To •

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T nm Name Credi: Oedsicn1r1g .SW

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Subml

CBA.0001.0275.0700

I

t!I

When you assign a task, the other person will receive a notification which contains a link that opens the task.

Note: A Due Date of a Task cannot exceed the Next Escalation Date on a case (See page 32) - Automatic escalation by firstpoint. So, if a case has been open:

The recipient can either complete the task or assign the task back with a reason why it should not have been assigned to them.

Case age (working days)

1-2

3-7

7-14

Task Due Date/Time must be set before 10.00 pm working day

2

7

14

You can add attachments or a case note using on this paperclip icon. 7J

Resolve and close a Standard Resolve Complaint.

After investigating the complaint and you are satisfied you have completed everything possible to resolve the complaint, you must confirm that the customer understands and accepts the final outcome.


1. Select Resolve Case from the Manage Actions drop down menu and Submit.

2. Complete Summary of outcome and actions taken to resolve.

3. If anything was provided to the customer in resolution of the complaint, tick box and record what was provided to resolve . You can add multiple outcomes using the green '+' .

4. Important: Select whether the customer accepts the outcome (see following table).

5. If "Yes," answer the following questions and Submit to resolve

and close the case. 6. If 'No' see follow table.

Does the customer accept the final

CBA.0001.0275.0701

I

I · · • ~C3'Se

$umrauyofouttOllf * l~ ~cl\n:ltobc-~corn::ci1f ~sonffJI~ ~inths Jrtioni ubn to rH.t·tt • nstara c;tai:Ed '» ciJnom:r- Furtter ritrma:OO oo -.:i!ic4bP. fees

~ent tn c1.;ttm!r kt ful.te rthrette

If ...

Yes.

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outto.t?• E'S

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No - but agrees that they do not want the outcome reviewed.

• 1 $ sooo •

El

Then ...

The matter is resolved and you can close

The matter is resolved and you can close

outcome? 1--N-0-- -a-nd_ w_a_n-ts- th-e--+--Y_o_u_m_ u-st_e_s_c_a_la_t_e_t_o_y_o_u_r_----1

outcome reviewed. manager to review. If after review, your manager is unable to resolve, your manager should make clear notes in firstpoint and escalate the case to GCR.

If the case is resolved after 5 working days, it is a compliance requirement that the outcome is sent to the customer in writing whether or not the outcome is in the customer's favour. Links to final response letter templates are in iSource.

If a case is resolved in under 5 working days and the matter involves credit information, or the outcome is not in the customer's favour or, the customer requests an outcome in writing, a final response letter must be sent.

29 Commonwealth Bank of Australia Confident ial

You have now covered how to manage a Quick Resolve and a Standard Resolve complaint. Let's look at some other functions of firstpoint.

Reassigning a Standard Resolve complaint.

CBA.0001 .0275.0702

I

If you do not have the skill or authority to resolve a complaint and you know who can resolve it, you can reassign it to them. Always aim to reassign to a manager of a team that looks after a product or service, rather than directly to an Executive Manager of that area.

Important Note: Follow your existing business unit (BU) processes to reassign complaints e.g. contact the person you wish to reassign to and confirm they are the right person to manage the case. Remember, you are still responsible for the complaint until the other person accepts the reassignment in the firstpoint.

1. Select Reassign Case from Manage Case menu and Submit.

2. Select Staff member and click search.

3. Enter staff details of who you wish to search for.

4. Select the staff member from the results.

Input a message to the recipient in the Reassign

Reason box and Submit to reassign the complaint.

When you reassign a complaint:

Note: the screenshots in this guide might vary slightly from the screens you see.

""'"'

0 .....

0 -- c-~~ .............. ---J 0 ~~ ~~l'*'1'0l . ...... ~ ... .,.. ....... ,....t) 00•,.,., 0 0 &Khtr• ~ ~~~-_.) 001*»

• A notification is sent to you and the recipient confirming the reassignment.


• The notification contains a link which the recipient can click on to open the Reassignment Request task. The recipient can either:

- accept or

- decline where appropriate and according to TOFU principles (they must provide a reason).

• A task is automatically created in your and the recipient's work list until it has been actioned. This work list is in the My Cases tab on the firstpoint Home Page.

Only when the recipient accepts the reassignment do they become the new case manager. If the recipient declines or does not respond to the reassignment, you remain the case manager. You will receive a notification when a recipient either accepts or declines a reassignment.


CBA.0001.0275.0703

I

CBA.0001 .0275.0704

I Escalating a Standard Resolve complaint. If you do not have the skill or authority to resolve a complaint and you do not know who an resolve it, you must escalate it immediately to your manager.

Who records the complaint? If you recognise that a customer is making a complaint, you are responsible for recording the complaint. You should record the complaint while the customer is still with you.

It is important when reassigning a complaint that it is reassigned to the correct person. Always aim to reassign to a manager of a team that looks after a product or service, rather than directly to an Executive Manager of that area. You should attempt to contact staff prior to reassigning a firstpoint case. Not only is this common courtesy but, you can confirm they have the knowledge and expertise to resolve.

Note: if a customer requests that their complaint be managed by GCR you should refer the matter to your manager. While the customer may request GCR involvement, in some circumstances, the issue(s), can be managed by your manager (or other manager). Our customers' experience is a much better one if issues(s) are managed without the delay of escalating to GCR. If your manager believes the matter is too complex and they are unable to resolve, then, in the interest of customer service excellence, your manager should make clear notes in firstpoint why they are unable to resolve and escalate the matter directly to

GCR.

1. Select the Escalate Case from the Manage Case menu.

2. In the Escalate to field choose who to escalate to i.e. My Manager or Group Customer Relations.

3. Complete reason for escalation and Submit.

4. You will receive confirmation of your escalation.

Note: the recipient of the escalation will become the new case manager once they accept the case.

My Home My Cases CF-15631C x

Manage Case Escalate Case

['MY Home My Cases CF-1 5531C IC

[ESCa'iate Case

1 Please Select Withdraw Case Enter Actions: Taken Assign Task Edit Complaint Details Reassign Case Resorve case

Withdraw ase ,Tt>Mana",..,er'-----'

iltfifi11·i1··e1r•1smmemt1•;P'iii·'dMW!I n·1M1"'9P•WYM "' Manage Actions

l r-======--~~~~....-~~~~~~~-Escalate Case Manage Case

E.~c.~~~~·. :r~ .~ l!".1y Manager

Reason For Escalation "' ~ss1 stance Required

~1-am_n_o~t ra-m~ilia-r~~~th~th-e -rel~eva-n~tl-eg~isl~rui-ve-p-rov~is~ion-s-ci~ted~b-y~lh-e~~~

customer. Det ails .,.

v Confirmation

0- This cornP.:aht h:is teen esc:aloted to ycur Ma-i<lg er for .:actiori~


CBA.0001 .0275.0705

I Firstpoint automatic escalation.

If a case yo u are managing has not Then ... been resolved:

By close of working day two. It will automatically escalate to your manager who will become the case manager unless they reassign it back to you, or someone else.

At working day four. The case manager will receive a reminder that the complaint needs to be resolved to meet the CBA Group target resolution time for customer complaints.

At working day seven. The case manager will receive a notification that the case will automatically escalate to Group Customer Relations that day, unless they override the auto-escalation.

At working day 14 . The case will automatically escalate to Group Customer Relations.

Recording a compliment. 1 . Access the firstpoint Home Page, locate customer and create a case as explained in pages 7 - 12 of this guide.

2. Choose compliment from the drop down menu.

3. Complete Compliment Details fields.

3. Submit.

Note: If the compliment is about another staff member, you are required to add the staff member's name to the compliment case record. When you close the case record, firstpoint will automatically send a notification to the staff member and their line manager that the compliment has been recorded.


New: Select

""" Complim•nt Details

0-,110 R•c•iv•d • I 2sm21201s3:29 PIA ml Received Iii• • I Please Select.. I.., I

~=====::=:

Select "Compliment"

Compliment Category.. I Please Select.. Iv I ~:::::::::::::======:::::=..._~~~~~

con._ll•n~nt sumrnary " eq Mr J sad he and his partner, Mi:3;. K recei;ted e>cei::t en al seMce from Jare 1111 er lhe\i called c:1t10Lt 01gc:1ris ;no lhei friarces 1n preparauon t·Jr lhe r upcoming re11remPrt

X c,111cel Submit

Note: when Submit, you cannot re-open a compliment to change any of the compliment details. Note: You cannot record compliments about yourself. Refer these to your manager.

Search for an existing complaint and viewing cases. A customer may enquire how their complaint is progressing. You can search for an existing complaint and view their case (even though you are not the case manager).

CommSee and non CommSee users.

CBA.0001 .0275.0706

I

This allows you to view your open cases. Select and open your case by clicking on any part of the case from the search results.

My Home My Cases

To 111ew a list of your open cust.omer feedback cases, please click on the My C3ses tab.

To record a new customer feedback case, please click on the New drop down.

MyCaM•

CF· 1$63lC Complim&nl 6Kl3J20 14 9:2& AM SMTH

CF· 1$63 1C CompU!nc $Xlln0 144:S6 PM

My Cases

Click on any part of the complaint to open it

6/0312014

1. If you know the 'CF-' reference number, type this into the 'Search by case reference' field and cl ick Search, or

2. Click on Advanced Search if you don't know the 'CF-' reference number and input as much information that you have to locate the case.

- ...aj_nt hcstpomtFLUser

T••i.w•hl f/ly0Mfl"fl~1!'..,ait1l ~.:. 111M>Cmu1<>1 """'10..:..:'9111S•• .. o~.~ Tt<kWl:fl $llH'l'fT-cf'H· plo• •• tldl "1 Ille My C• •M 1.i.. o~OC'lllt<«lltllm.d~ p0<•n.W~ldoato1

r ....... ., .-~ .. --......_ .... -· t.llWVM,, I. ~totli.111'$lpO~SyslMVS•GA:I•


CommSee users - other methods of searching for complaints.


CBA.0001.0275.0707

I

Withdrawing a Standard Resolve complaint. There might be times when a complaint is recorded in error or the customer advises they no longer wish to pursue their complaint. In such cases, you can withdraw a Standard Resolve complaint prior resolution. Quick Resolve cases cannot be withdrawn.

Actions.

Search for the existing complaint and Open the complaint.

From the Manage Case drop down menu, select Withdraw case.

Choose Reason for withdrawing the case from drop down menu.

Submit.

("'MY"Home My Cases CF·1 5631C ><

> Case Summary Status Pending-Resolve Reference CF·15631C

"" Manage Actions ~~~~~~~~~~~~~~~~

• Manage Case •

Click on 'W ithdraw Case"

L Man ... g e Ca"'e lj!'.ihdrow Cose

Please Select ... Withdraw Case Enter Actions Taken Assign Task Edit Complaint Details Reassign Case Resolve Case Escalate Case

ToManager

uplic..iit e c ... ,..e u,.:l:ome r R eque"'t t:h e r

Additional information. Link To. firstpoint allows staff to link complaints to significant incidents or events that have been the primary driver for the complaint.

Incident.

CBA.0001.0275.0708

I

In the context of firstpoint, an incident is an occurrence, usually within the Group's control, that impacts our customers. Examples include, duplicated transactions due to batch-processing errors, systems unavailable/offline due to planned or unplanned outages, fee changes etc.

Event. In the context of firstpoint, an event is an occurrence, usually outside of the Group's control, that impacts our customers. Examples include natural events such as fires, floods, cyclones, etc.


Documents

Resolving Customer Complaints (Part Two) Using firstpoint