Post assessment_complaints IDM

What is the maximum timeframe to resolve a standard complaint under RG 271?

• 14 calendar days

• 30 business days

• 45 calendar days

• 60 business days

Which of the following is NOT considered a complaint under RG 271?

• A customer expressing dissatisfaction about a denied claim

• A survey comment with no expectation of response

• A complaint about staff conduct

• A complaint about repair delays

In SPARC, what category applies to a complaint about a repairer causing additional damage?

• Repair Method/Scope

• Repair Quality/Workmanship

• Supplier Conduct

• Delay in Service

What triggers escalation to IDR?

• Complaint is resolved within 5 days

• Complaint is about a third-party supplier

• Complaint remains unresolved after 5 business days

• Complaint is about a minor service issue

What SPARC category applies to a complaint about a denied claim due to non-disclosure?

• Full Denial (Fraud)

• Full Denial (Exclusion/Condition)

• Full Denial (Non-Disclosure/Misrepresentation)

• Part Denial (Fraud)

What is the correct action if a complaint lacks a reference number in SPARC?

• Close the case

• Escalate to IDR

• Send a further information request

• Assign to a random workbasket

Which of the following is a valid SPARC complaint category?

• Customer Satisfaction

• Delay (Supplier/Repairer)

• Feedback (General)

• Policy Inquiry

What is the correct timeframe to acknowledge receipt of a complaint under RG 271?

• 1 business day

• 3 business days

• 5 calendar days

• 7 business days

What does “Part Denial (Fraud)” mean in SPARC categorisation?

• The claim was denied due to a supplier error

• The claim was partially denied due to inconsistent damage not related to claim

• The claim was denied due to policy exclusions

• The claim was denied due to customer dissatisfaction

What is the purpose of workbaskets in SPARC?

• To store resolved complaints

• To assign cases to appropriate teams

• To archive old complaints

• To track customer satisfaction