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