ACCESS
See CUSTOMER SERVICE - Standards for records relating to policies and procedures for the provision of access to the organisation's services and facilities.
CUSTOMER PROFILES
See COMMUNITY RELATIONS - Contacts for records relating to contact lists of clients and customers.
See CUSTOMER SERVICE - Reporting for records relating to reports on customer services.
GUIDELINES
See CORPORATE MANAGEMENT - Procedures for records relating to customer service procedures.
See CUSTOMER SERVICE - Standards for records relating to customer service guidelines.
OMBUDSMAN INTERNAL
See CUSTOMER SERVICE - Public Reaction for records relating to internal investigations of complaints.
See GOVERNMENT RELATIONS - Inquiries for records relating to the investigation of complaints by the Ombudsman.
PUBLIC REACTION
The process of handling public reaction to an organisation's policies or services. Includes anonymous letters, letters of complaint and letters of congratulations or appreciation received from the public. Also includes suggestions received.
See GOVERNMENT RELATIONS - Inquiries for records relating to matters referred from watchdog bodies.
See LAWS AND ENFORCEMENT for records relating to the issuing of infringements, notices and orders as a result of a complaint.
See PERSONNEL - Discipline for records relating to the investigation and handling of complaints relating to an individual employee.
See RISK MANAGEMENT - Claims management for records relating to potential liability claims.
| No | Description of records | Disposal action |
|---|---|---|
| 6.5.1 | Records relating to complaints or suggestions that require investigation or a specific response. Includes records of receipt, investigation and response and summary records facilitating the monitoring and tracking of complaints received and their handling, e.g. complaints registers. | Retain minimum of 7 years after action completed, then destroy |
| 6.5.2 | Records relating to complaints and suggestions that result in a routine response or referral to another organisation. Includes letters of appreciation and referrals of enquiries from other organisations. | Retain minimum of 2 years after action completed, then destroy |
REPORTING
The processes associated with initiating or providing a formal response to a situation or request (either internal, external or as a requirement of corporate policies), and to provide formal statements or findings of the results of the examination or investigation.
See CORPORATE MANAGEMENT - Reporting for records relating to substantial formal reporting and routine period reporting on customer services.
| No | Description of records | Disposal action |
|---|---|---|
| 6.6.1 | Records relating to formal reports regarding customer service activities, programs or services. Records include background research, final and significant draft versions. | Retain minimum of 7 years after action completed, then destroy |
SERVICE DELIVERY
The activity of assessing and determining the best methods for delivering services to customers.
| No | Description of records | Disposal action |
|---|---|---|
| 6.7.1 | Records relating to the review and evaluation of potential and existing customer service programs, services or systems. Records include:
|
Retain minimum of 5 years after action completed, then destroy |
STANDARDS
The process of developing and implementing industry or organisational benchmarks for services and processes to enhance the quality and efficiency of the organisation.
| No | Description of records | Disposal action |
|---|---|---|
| 6.8.1 | Records relating to the development and review of charters, standards or guarantees relating to the provision of services to clients. Includes internal and external clients. Records include background research, reports and analysis, significant drafts and final versions. | Retain minimum of 2 years after superseded, then destroy |
| 6.8.2 | Records relating to the administration of specialised information services to support the provision of customer services, e.g. help/information desks, translation services, outreach services, advice and assistance regarding technology and telecommunications systems, operations and services etc. | Retain minimum of 2 years after action completed, then destroy |
| 6.8.3 | Records relating to the monitoring of customer services to ensure compliance with standards, e.g. audio recordings of calls to the organisation's call centres or customer service officers. | Retain until administrative or reference use ceases, then destroy |