Customer Service Philosophy
Customer service is the bedrock of our approach to claims management. We measure our success by our clients’ success being fewer claims, faster claims resolutions, more efficient claims administration and improved customer experience. One of GB’s core values is “we strive to deliver for our customers”.
We encourage and record all forms of contact, be it complaints, compliments or suggestions for improvement. If you wish to compliment us on our service, or you believe that our service has failed to meet the service standards set out in our Client Service Charter, you should consider leaving us feedback as outlined below. This is a confidential, free service to you. Making a comment will not in any way affect the outcome of any application you may have made.
The Client Service Charter deals with the quality of the service we give, not the decisions that we make on applications. If you are not satisfied with a decision that affects you, you may have review rights. Your review rights will be specified in the letter notifying you of our decision.
The Different Types of Customer Feedback
Sometimes it may be difficult to decide if your feedback is about the quality of service, a decision or government policy. The examples below should help you decide what to do. If you are still not sure what is appropriate in your particular circumstances, please ask one of our staff or contact one of our Customer Feedback Coordinators on the details below.
Compliment: "Jessica has helped me so much and she is the only one that has helped me through the claim. She has done a great job". Comments are classified as a compliment when the stakeholder freely offers the positive feedback about the staff member and/or quite clearly states they are very satisfied.
Suggestion for improvement: This could come from a worker, employer or service provider who has an idea about how GB could improve an internal process.
Complaint: “I’m unhappy that my case manager didn’t call me to let me know there would be a delay in my payments, due to problems with the medical certificate”. A complaint is any expression of dissatisfaction from any of our stakeholders and can be in relation to our processes, customer service, claims management, anything!
What Is Our Process for Handling Feedback?
The following process is how GB handles feedback:
- Feedback acknowledged, either at time of call or by Customer Feedback Coordinator within 24 hours
- If the feedback is a complaint, this is assigned to the relevant team manager for investigation. Complainant may be contacted at this time to gather further information
- Complaints resolved by Team manager, complainant notified via phone or sometimes in writing
- In exceptional circumstances where it has not been possible to adequately investigate your complaint within a reasonable timeframe, we will notify you in writing of the reasons for the delay and nominate an extension
- Customer Feedback Coordinator will follow up with worker within 7 business days to ensure there are no outstanding issues and that they are satisfied.
How can you lodge your complaint?
Your feedback may be lodged either verbally by calling us or in writing by mailing us. GB has Customer Feedback Coordinators who are tasked with ensuring prompt and efficient review of your feedback. Alternatively you can lodge feedback online by Clicking Here.
GB Customer Feedback Coordinators details are below:
In Vic:
Locked Bag 3570 GPO Melbourne VIC 3001 or 1800 446 062
Email: customerfeedback_vic@gbtpa.com.au
In NSW:
Locked Bag 912 North Sydney NSW 2059 or 1800 007 033
Email: customerfeedback_nsw@gbtpa.com.au
In Qld:
GPO Box 14, Brisbane QLD 4001 or (07) 3005 1900
Email: customerfeedback_qld@gbtpa.com.au
In SA:
9 Glen Osmond Rd, Eastwood SA 5063 or (08) 8357 2655
Email: customerfeedback_sa@gbtpa.com.au
In NZ:
PO Box 8971, Symonds St, Auckland NZ 1150
Email: customerfeedback_nz@gbtpa.com.au
Your Privacy
The information you provide will be used for the sole purpose of investigating your feedback. In some instances, however, we may need to contact an external service provider. Information will only be provided to another party with your written consent and only for the purpose of investigating your feedback.