POLICIES AND PROCEDURES (P)
P1 (R)
Client Feedback
The purpose of this process is to clearly define how the LSV staff and licensees should be coordinating and
communicating the different types of client feedback. It also provides an overview of how the feedback
should be escalated to the General Manager who will formally respond or delegate as applicable.
Feedback Type
Positive
Feedback Via
Telephone
Role
Trainers
Office
Positive
Face to face
Trainers
Office
Positive
Email
Trainers
Office
Positive
LSV-from-anywhere
Trainers
Office
Negative
Telephone
Trainers
Office
Negative
Face to face
Trainers
Office
Negative
Email
Trainers
Office
Negative
LSV-from-anywhere
Policies and Procedures
V1.1 AUG16
Trainers
Office
Response
Try and get the feedback via email, thank client.
Advise Coordinators / Team Leader verbally.
Try and get the feedback via email, thank client.
Advise General Manager verbally.
Try and get the feedback via email, thank client.
Advise Coordinators / Team Leader verbally.
Try and get the feedback via email, thank client.
Advise General Manager verbally.
Forward to all TO’s associated with the feedback.
Forward to Coordinator / General Manager / Team
Leader and Quality Assurance.
Forward to all TO’s associated with the feedback.
Forward to Coordinator / General Manager / Team
Leader and Quality Assurance.
N/A
Forward to all TO’s associated with the feedback.
Forward to Coordinator / General Manager / Team
Leader and Quality Assurance.
Try and get the feedback via email, thank client.
Advise General Manager verbally.
Try and get the feedback via email, thank client.
Advise General Manager verbally.
Try and get the feedback via email, thank client.
Advise General Manager verbally.
Try and get the feedback via email, thank client.
Advise General Manager verbally.
Forward email direct to General Manager
General Manager will log and coordinate response/s
to include Coordinator / Team Leader and Quality
Assurance.
Forward email direct to General Manager
General Manager will log and coordinate response/s
to include Coordinator / Team Leader and Quality
Assurance.
N/A
Forward email direct to General Manager
General Manager will log and coordinate response/s
to include Coordinator / Team Leader and Quality
Assurance.
Life Saving Victoria
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