Operational Blueprint documents (LEX 89133): Recording complaints and feedback in the Customer Feedback Tool 104-03070000 (effective from 9 December 2025) Requesting access to the Customer Feedback…

Written by Claude Haiku 4.5 from the extracted text on 27 Feb 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

Services Australia released three operational blueprint documents detailing complaint and feedback recording procedures. The primary document outlines the Customer Feedback Tool (CFT) used by Centrelink and Medicare staff to record customer complaints, compliments, and suggestions through a guided step-by-step process. The CFT captures customer feedback, stores it against customer records (except anonymous submissions), and utilizes Workload Management functionality for Centrelink feedback. The system supports both authenticated and unauthenticated online webforms, allowing customers to lodge feedback anonymously or linked to their accounts, with non-anonymous submissions receiving a Feedback ID for status tracking. Child Support does not use the CFT; instead, it uses a separate Complaints Index. Several sections were redacted under section 47E(d), relating to operational details not disclosed.