95fefd50-ef06-4175-925a-9bbf062c92ec
false
0
0
ComplaintRationale
24
0
Complaint - Lock Payment Form
Review the payment form. Ensure the payment details match the acceptance form. Lock the payment form in VDOC. Add a note to I90 to indicate payment is with finance.
false
851
157
1
day
1
day
1
admin
ca0119ea-847d-4132-8e31-59644ec59010
Do not make payment - End Workflow
false
0
0
false
1
Payment Form Issue
There is an issue with the payment form. The workflow was ended.
false
1004
0
false
37,879;
445187f2-0d27-4d24-938e-a66de1efe633
Locked - Forward for Payment
false
0
0
false
2
Make Complaint Payment
Review the complaint rationale and audit history and make the payment according to the associated payment form.
If the payment cannot be made, add notes to the notes tab on VDOC to explain why and return to the complaints team.
false
997
333
5
day
1
day
1
admin
24d64f8a-076b-4aca-ab4e-8d9a3d311398
Cheque Requested
false
0
0
false
3
Send Cheque and Payment Letter
Print the payment letter from VDOC and issue enclosing the cheque.
false
992
868
5
day
5
day
1
admin
00fef27c-718e-4ba4-b98f-cdf630725d18
Payment Letter and Cheque Sent
false
0
0
false
6
Close Complaint
The payment has been made. Close the complaint on SaCRM.
false
1161
934
1
day
1
day
att.ld_initiator
ld_initiator
att.RationaleComplaintHandler
RationaleComplaintHandler
d5fafa40-8ad9-4e97-a6dd-3f3013e19360
Complaint Closed
false
0
0
false
8
Complaint Closed
The payment has been made and the complaint closed.
false
1240
725
att.RationaleComplaintHandler
RationaleComplaintHandler
false
1007,1266;
false
false
false
false
4b193b32-71e2-4f35-853d-87f408a437d9
Issue with Payment
false
0
0
false
4
Complaint - Unlock Payment Form
There was an issue with the payment. Unlock the payment form to allow changes and send to the Complaint Handler
false
845
843
1
day
1
day
1
admin
397bf09f-adff-4bfa-a66c-049a2637c87c
Unlocked
false
0
0
false
5
Complaint - Correct Payment Details
The payment could not be made. Check the notes tab for more information. Correct the payment details and resubmit for payment.
false
856
486
5
day
0
day
att.ld_initiator
ld_initiator
att.RationaleComplaintHandler
RationaleComplaintHandler
d2fc00e6-ac1b-46bd-8c9a-e098454cfa2b
Details Updated
false
0
0
false
false
598,808;270,810;
7a14d14e-bd23-4c8f-ae2c-7d423037e9ad
No Response (60 Days)
false
0
0
false
27
No Response after 60 days
The acceptance form was not returned within 60 days. Workflow closed.
false
731
398
att.RationaleComplaintHandler
RationaleComplaintHandler
false
721,743;
false
false
false
false
478,948;889,946;
4947b70d-5bc7-4688-b5b4-61d222015b28
Audit Issue - Reject Payment
false
0
0
false
9
Audit Issue - Complaint Payment Rejected
The finance team have rejected the payment due to an audit issue. Investigate the issue. This workflow will be closed.
false
1070
2
1
day
1
day
1
admin
215e7c1b-a9eb-45ab-b5db-d2d68583410a
End Workflow
false
0
0
false
10
Payment Rejected
The payment related to this rationale was rejected due to an audit issue. This was flagged with the SIIL complaint managers group for investigation.
false
1209
76
false
false
false
397,1097;
4804d18e-5887-4c0b-8e6e-f9bbdcbd0264
Payment Scheduled
false
0
0
false
11
Complaint Payment Scheduled
Confirm once the payment has been successfully made.
false
1073
560
7
day
0
minute
1
admin
a0952b05-d085-404a-aec9-cbe25821a411
Issue with Payment
false
0
0
false
false
934,1101;
aadbc088-5f7e-42bf-9715-9242231223b3
Payment Made
false
0
0
false
7
Send Payment Letter
The payment has been made. Send the payment letter and close the complaint on SaCRM.
false
1163
501
1
day
1
day
att.ld_initiator
ld_initiator
att.RationaleComplaintHandler
RationaleComplaintHandler
53a1aa34-6b87-464b-a2aa-c98a9e6060f1
Payment Letter Sent
false
0
0
false
false
580,1272;
false
false
false
false
480,1104;
false
false
d41f0faf-92c0-4a9b-a0cf-7e37a7058e78
Changes Needed
false
0
0
false
false
false
12
Set the Approval Level
Set the approval level for this complaint rationale. Refer to the Refund and Redress process for approval levels.
false
21
623
1
hour
1
hour
att.ld_initiator
ld_initiator
att.RationaleComplaintHandler
RationaleComplaintHandler
4938ddb8-c9ee-4803-bc5b-4f0be269f0cc
Complaint Executive
false
0
0
false
13
APPROVED: Send FRL
Send the FRL enclosing an acceptance form for this case.
false
638
8
2
day
1
day
att.ld_initiator
ld_initiator
att.RationaleComplaintHandler
RationaleComplaintHandler
94ac8bdb-da5c-40ac-8b56-fabd4cc594aa
FRL Sent
false
0
0
false
26
Waiting for Acceptance Form
Waiting for return of acceptance form from the customer. On receipt:
Prepare the payment letter
Prepare the payment form
Upload payment letter, payment form and acceptance form to VDOC.
If changes are needed to settle the complaint, upload the revised version of the rationale and click "Changes Needed".
false
728
11
60
day
1
day
att.ld_initiator
ld_initiator
att.RationaleComplaintHandler
RationaleComplaintHandler
d1647d33-89c5-4379-96c2-42cc60cd8e59
Received - Make Payment
false
0
0
false
false
00d75cc4-6874-4a19-b628-f83abdc57217
Changes Needed
false
0
0
false
false
6,744;15,28;67,26;67,26;
3efa74a4-42a5-4c64-9050-80f533aa3e20
No Response (60 days)
false
0
0
false
false
false
false
false
false
59,52;
e91a1b32-53e0-493a-b22a-18594eda45b0
CS Complaint Manager
false
0
0
false
14
Review Complaint Rationale - CSCM
Review the complaint rationale and approve or reject. If rejecting, add notes to the notes tab on the rationale document within VDOC.
false
70
927
1
day
1
day
1
admin
11bdcf9a-7e19-4bd4-921a-eff763a98c6e
Approve
false
0
0
false
false
1095,675;
7ee7543a-04c1-496e-a265-77e89ba16d8e
Reject
false
0
0
false
15
Re-Work Rationale
The rationale has been rejected. Review the notes within the notes tab on VDOC and make the required changes to the rationale. Upload the new version (checkout/checkin) and re-submit for approval.
false
170
811
2
day
1
day
att.ld_initiator
ld_initiator
att.RationaleComplaintHandler
RationaleComplaintHandler
15caed0a-2c00-43e0-8c76-3d3b40676700
New Version Uploaded
false
0
0
false
false
869,45;
false
false
false
false
1154,33;
c2407751-b525-4325-bcf7-f009adb51a25
SIIL Complaint Manager
false
0
0
false
16
Review Complaint Rationale - SIIL CM
Review the complaint rationale and approve or reject. If rejecting, add notes to the notes tab on the rationale document within VDOC.
false
256
808
1
day
1
day
1
admin
fe6d00ef-2c25-4a9e-b5c8-098ccbc3142f
Approve
false
0
0
false
false
1032,669;
4c144c81-106a-4aac-ae61-7224c11e7f9b
Reject
false
0
0
false
false
false
false
761,276;
911f2f3c-c942-4c99-b851-3f685a71c04d
SIIL Ops Manager
false
0
0
false
17
Review Complaint Rationale - SIIL OM
Review the complaint rationale and approve or reject. If rejecting, add notes to the notes tab on the rationale document within VDOC.
false
397
655
1
day
1
day
1
admin
ae8e5be0-ac4d-493d-b017-23d3f4e120e8
Approve
false
0
0
false
false
887,660;
8dfaa7f7-1b86-4c16-acba-0af0e2f84afa
Reject
false
0
0
false
false
856,339;
false
false
cd5a4ad3-0d24-4802-92d6-99642fef6cb9
SIIL Director
false
0
0
false
19
Rationale - Approve Director Referral
Review the complaint rationale and approve or reject the rationale for referral to a director. If rejecting, add notes to the notes tab on the rationale document within VDOC.
false
173
363
1
day
1
day
1
admin
2a084cdb-bf24-461a-a375-5da7029fe098
Reject
false
0
0
false
false
dbeac9cc-f697-4e32-a1dc-9009442f9a38
Forward to Directors
false
0
0
false
18
Review Complaint Rationale - Director
Review the complaint rationale and approve or reject. If rejecting, add notes to the notes tab on the rationale document within VDOC.
false
454
577
1
day
1
day
1
admin
6ffdf1eb-16a7-42d3-b831-20d3b91a76f1
Approve
false
0
0
false
false
816,656;
d8e46adc-a797-4e06-8dad-f8dfdbd338f9
Reject
false
0
0
false
21
Rationale - Review Director Feedback
This rationale has been rejected by a director or ExCo. Review the feedback and forward to the Complaint Handler to make the necessary changes to the rationale.
false
451
1155
1
day
1
day
1
admin
0a61908f-a115-441c-97df-7ba44599d8cf
Forward to Complaint Handler
false
0
0
false
false
1195,183;
false
false
934,470;934,470;
false
false
false
false
686,154;
ac6aadc1-1ddc-4a89-b967-7988d1835b1a
ExCo
false
0
0
false
20
Rationale - Approve for ExCo Referral
Review the complaint rationale and approve or reject the rationale for referral to ExCo. If rejecting, add notes to the notes tab on the rationale document within VDOC.
false
249
260
1
day
1
day
1
admin
487803f2-fdce-4a34-a4db-b27f8ff189ed
Reject
false
0
0
false
false
738,263;
72568725-ca02-47bd-a4db-725d77d522c1
Forward to ExCo
false
0
0
false
22
ExCo Approval
false
332
291
23
Complaint Rationale - ExCo Signatory 1
Review the complaint rationale and approve or reject the rationale. If rejecting, add notes to the notes tab on the rationale document within VDOC.
false
453
70
1
day
1
day
1
admin
01568a1d-fa23-46f6-9196-5ecc3194761c
Reject
false
0
0
false
false
115,502;189,502;1205,501;
5dd9aae3-85c6-490d-9eab-5205ef55d83d
Approve
false
0
0
false
25
ExCo Approved
false
584
261
false
false
24
Complaint Rationale - ExCo Signatory 2
Review the complaint rationale and approve or reject the rationale. If rejecting, add notes to the notes tab on the rationale document within VDOC.
false
512
365
1
day
1
day
1
admin
4eccadf3-2ad7-428c-9e6c-2b79b1782f9d
Reject
false
0
0
false
false
1253,534;
b11fbe84-f037-493f-8025-07b97c56e783
Approve
false
0
0
false
false
false
false
false
false
574,134;300,134;
false