Investigate and resolve an invoice complaint

What is going on

Grace Adeyemi has complained that her service invoice was 180 dollars above the quote she was given and that nobody called her to authorise the extra work. The complaint is logged as CF-26-123 in the Customer Feedback and Complaints system. The Customer Care Manager has assigned it to you because you were not on the desk that day. The Customer Service and Complaints Policy requires acknowledgement within two business days and a proposed resolution within ten, and the Australian Consumer Law means the customer cannot be charged for work she did not authorise. You will need to pull the repair order and the quote, speak to the advisor and technician involved and propose a fair resolution to the manager.

Your brief

Acknowledge the complaint, investigate what happened using the repair order, quote and staff interviews, decide whether the extra charge was authorised, propose a resolution consistent with policy and consumer law, and record the outcome for the customer and the monthly review.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

• Read the Customer Service and Complaints Policy, open CF-26-123 in the Customer Feedback and Complaints system and change the status to Acknowledged with a note of how and when the customer was contacted.
• Locate the repair order and the quote for the job in the Repair Orders system and compare the quoted items and prices with the invoice lines.
• Check whether an authorisation for the additional 180 dollars was recorded on the repair order with a time and contact method, as the Repair Quote Template requires.
• Interview the service advisor and the technician who worked on the vehicle and record their accounts in the complaint notes.
• Decide whether the charge was authorised, and draft a proposed resolution for the Customer Care Manager that explains the reasons and any refund or goodwill.
• Write a plain-language letter to the customer explaining the findings, the resolution and her right to contact Consumer Affairs Victoria if she remains dissatisfied.
• Record a corrective action for any process failure you found, such as unrecorded authorisation, and note it for the monthly management meeting.

What someone in this role would produce

• Updated complaint record with investigation notes
• Proposed resolution memo to the Customer Care Manager
• Customer letter
• Corrective action recommendation