Escalation and referrals
Applies to: deciding when to escalate an enquiry and who to refer it to.
Who to refer to
- Media enquiries: Media Adviser, response same business day.
- Ministerial or speaker requests: Engagement Manager, who liaises with the Minister's office.
- Privacy or legal matters: Governance team. Do not discuss details with the caller.
- Program-specific questions: the program's contact officer listed on the program page.
How to refer
- Tell the caller who you are referring them to and when to expect a response.
- Pass on the details so the caller does not have to repeat themselves.
- Log the referral with the date, team and reason.