Escalated Customer Learning Reference Group Documents
Dear Services Australia,
I would like to request minutes for the last two Escalated Customer Learning Reference Group meetings.
In terms of public interest, I noted paragraph 3.66 of the Ombudsman 2nd report on income apportionment:
"Services Australia advised it may discuss escalated complaints related to review
delays or income apportionment with the agency’s Escalated Customer Learning Reference Group’ (ECLRG), in whi agency managers can internally share learnings and systemic issues arising from complaints and customer feedback. Records indicate the ECLRG met to discuss the income apportionment issue in approximately February 2023, but it is unclear whether – or how frequently – the group has discussed, or intends to discuss income apportionment."
So, alongside the obvious public interest in the matters escalated, I'm also testing the quality of record keeping in this forum given what the Ombudsman described above.
Best wishes,
Frank N Fearless
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