1. Review whether it is a clear error on our part - if so, escalate to Liz for guidance on immediate resolution

2. If the error looks to sit with the supplier, review comms to ensure we have communicated the correct requests, and reach out to the supplier to raise the issue and seek resolution.

1. Reach out to the customer to ensure we have the full picture, advising that their matter will be fully investigated and a formal outcome will be provided within 21 days, allowing time for the investigation. If this conversation has taken place over the phone ensure to follow up with an email after acknowledging their issue and reiterating that an outcome will be provided within 21 days.

2. Share with your supplier to request their feedback and experience.

3. If there is an obvious resolution such as a transfer never showed up and supplier can confirm this, then agree refund of service with supplier and advise customer we will compensate them for the missing service. We can authorise up to $250AUD in compensation if there is a clear reason before we need to escalate to CS MEL.

4. Once you have both the customer and supplier information, raise a task to CS Mel for them to review (include links to the communication from customer/supplier and an outline of the situation) requesting them to take over - ensure to select the "CS MEL - Escalations" queue, set activity assigned to "no owner" and activity date to "today. CS MEL will assign the task to someone within their team, who may reach out for further information if it is not clear.