Complaint Management Process

A ________ is any expression of dissatisfaction made to Telstra by a customer or member of the public about our products or services, or the Complaints Handling Process, and they expect a response or resolution.

• Complaints Handling standard

• Complaint

• Case

• Compliance

May receive complaints and is responsible for passing the complaint to an appropriate Complaint Owner

• Gate Keeper

• Team Lead

• Case Manager

• Senior Lead

Provide escalation support on complex issues and authorise credits outside delegation limits of case managers

• Gate Keeper

• Team Lead

• Case Manager

• Senior Lead

Works with the customer to fully resolve every part of their complaint while building strong advocates for Telstra

• Gate Keeper

• Team Lead

• Case Manager

• Senior Lead

_________ is used to document next actions only and is a key part of documenting the progression of your complaint. In some cases the activity may be part of the activity plan, although in most you will need to create it manually.​

• Duplicate

• Transfer

• Referral

• FUP

There are three ways to close a complaint:​ which is not included ?

• UTCC

• Resolved

• Withdraw

• Dissatisfied

Which is a complaint ?

• Account Adjustments

• Requests for information or general enquiries

• Fault reports

• Personnel feedback

________is used as a first contact to customers after a complaint is created.

• Allocation

• 24 hour acceptance

• 24 hour Acknowledgement

• Acknowledgement

Ask key questions: Who, what, where, when, why and how and note down answers.

• Allocation

• Investigate

• Resolution

• Acknowledgement

What is TIPI stands for ?

• Teletech International Philippines Inc.

• Telstra Internet Philippines Incorporated

• Telstra International Philippines Inc

• Telstra Intergalactic Philippines Inc