🇦🇺Australia

Complaint Investigation Time Overruns

1 verified sources

Definition

Customer complaints are recorded, acknowledged within 3 days, investigated, and finalized within 30 business days. Extensions require complainant updates, tying up departmental resources.

Key Findings

  • Financial Impact: AUD 2,000-5,000 per complaint (staff time at AUD 100/hour for 20-50 hours)
  • Frequency: Per Level 1 complaint; escalates to internal review adding 20 business days
  • Root Cause: Manual recording, assignment, evidence collection, and decision-making processes

Why This Matters

The Pitch: Housing programs in Australia waste 30+ business days per complaint on manual investigations. Automation of evidence gathering and tracking cuts resolution time by 50%.

Affected Stakeholders

Complaint Decision Makers, Divisional Managers, Customer Service Staff

Deep Analysis (Premium)

Financial Impact

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Current Workarounds

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Methodology & Sources

Data collected via OSINT from regulatory filings, industry audits, and verified case studies.

Evidence Sources:

Related Business Risks

NRSCH Compliance Investigation Fines

AUD 5,000-50,000 per enforcement action (statutory fines for non-compliance); 30+ business days staff time per investigation

Remediation Costs from Poor Complaint Handling

AUD 15,000 waived fees in one case (Council Improvement Levy); similar remediation per fairness failure

Non-Compliance Fines in Housing Programs

AUD 20,000-100,000 per property in lost rental revenue from lease termination or delays; plus audit remediation costs of 40+ hours annually

Audit Documentation Delays

40-80 hours per annual submission at AUD 100/hour labour cost; delays cause 1-3 months property idle time worth AUD 10,000+ rent loss

Poor Record-Keeping in Income Reviews

AUD 50,000+ per flawed decision in suboptimal property sales/purchases; program-wide $867M budget at risk from poor governance

False Statutory Declaration Penalties

AUD 5,000 maximum fine per offence under Oaths Act; potential program repayment liabilities

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