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Administration of the Digital Television Switchover Household ...

Administration of the Digital Television Switchover Household ...

customers’ complaints.

customers’ complaints. The information gathered from complaints and enquiries provides important information on program delivery issues. 4.79 HAS complaints handling processes are set out in DBCDE’s Scheme guidelines, complaints handling guidelines and factsheets. Together, these documents explain processes for allocating, investigating, escalating, reviewing and finalising complaints. A complaints procedure is also set out on the Digital Ready website. It gives customers and others (for example, carers and relatives) the opportunity to make complaints and enquiries about the Scheme. 4.80 DBCDE has set out and communicated policy and procedures for the demarcation and management of complaints handling for all agencies and organisations engaged to deliver HAS. Each organisation has its own internal complaints handling procedure and measures are in place to appropriately allocate complaints to the responsible organisation. The HAS Branch within DBCDE manages and resolves complex complaints escalated to it about service contractors. 4.81 Complaints regarding HAS have been received from a range of sources, including: written correspondence (email/letter) from customers; the Digital Ready Information Line; DHS and DVA; Ministers’ Offices and offices of Members of Parliament; and service contractors. 4.82 The HAS Complaint Guidelines, indicates that complaints should be resolved within 14 business days and, in those cases where it will take longer than 14 days, the customer should be notified. Of the complaints closed, 78 per cent were closed within 14 business days. The average timeframe was nine business days, but this does not take into account the high variability among timeframes, as 60 per cent were closed within two business days, but 22 per cent took more than 14 business days. Table 4.4 shows the rate of complaints made about HAS per rollout. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 108

Scheme Delivery Arrangements Table 4.4 Proportion of total HAS complaints, by switchover region to 26 April 2012 Region Number of complaints Mildura/Sunraysia pilot Regional South Australia and Broken Hill Number of HAS services Complaint rate 84 2489 3.3 217 10 982 3.2 Regional Victoria 285 30 427 0.9 Regional Queensland 510 31 893 1.5 Total 1096 75 791 1.4 Note: As the service contractors are required to provide 12-month after-care and warranty for 12 months following installations, complaints can be received following switchover in a region. Source: DBCDE. 4.83 The most common types of complaints and enquiries received under the Scheme related to issues with digital reception, eligibility for assistance (including ineligibility for antenna and external cabling), customers not receiving all digital channels available in their area, and customers having difficulty in using equipment or using new equipment with their existing equipment. The majority of complaints referred to service contractors (around 90 per cent) were resolved by service contractors guiding a customer over the telephone, using the service contractor’s call centre. The remaining complaints resulted in a service contractor scheduling a subcontracted installer to visit a customer to rectify a problem. Most often, an in‐home after‐care and warranty visit resulted in the installer re‐scanning (tuning) the STB to remedy reception and tuning issues. Conclusion 4.84 Obtaining and recording customer feedback provides departments with the opportunity to gain customers’ perceptions and expectations of service delivery and identify areas for improvement. It can also act as an early warning mechanism for emerging issues and provide important information about the organisation’s performance. Under the agreements currently in place with service contractors and the MoU with DHS, DBCDE has in place mechanisms to receive and manage complaints relating to HAS. The department has generally addressed complaints promptly and DBCDE has used the information obtained from complaints to incorporate improvements into the delivery of the Scheme. ANAO Audit Report No.55 2011–12 Administration of the Digital Television Switchover Household Assistance Scheme 109

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