Plan
Request types and knowledge
The taxonomy the intake agent classifies into, with the owning service, the service standard, whether an agent may resolve it and whether it carries legal effect. The articles are what the resolution agent acts from, in plain language.
Request types
Standards in business hours and days
| Code | Type | Category | Owner | Acknowledge | Respond | Agent may resolve | Legal effect |
|---|---|---|---|---|---|---|---|
| RT-01 | Missed collection | service request | MG-20 | 4 h | 2 days | yes | no |
| RT-02 | Change of address | record change | MG-06 | 4 h | 1 days | yes | no |
| RT-03 | Status of an application | application status | MG-02 | 4 h | 2 days | yes | no |
| RT-04 | Document reissue | service request | MG-06 | 4 h | 3 days | yes | no |
| RT-05 | General information | information | MG-01 | 4 h | 2 days | yes | no |
| RT-06 | Expedite a permit | service request | MG-05 | 4 h | 2 days | no | no |
| RT-07 | Report a hazard | service request | MG-20 | 2 h | 1 days | no | no |
| RT-08 | Complaint about a service | complaint service | MG-01 | 8 h | 20 days | no | no |
| RT-09 | Complaint about an officer's conduct | complaint conduct | MG-01 | 8 h | 20 days | no | delegate decides |
| RT-10 | Information access request | information access | MG-21 | 8 h | 20 days | no | delegate decides |
| RT-11 | Financial hardship | hardship | MG-04 | 2 h | 3 days | no | no |
| RT-12 | Feedback | feedback | MG-01 | 8 h | 5 days | yes | no |
Knowledge articles
What the person reads, and what the agent does
Checking the status of an application application-status · MG-02
We can tell you where your application is up to and the next date you should expect something from us.
Agent action: Read the status from the owning service and answer with the stage and the next date.
Changing your address with us change-address · MG-06
Tell us once. With your consent we update your address across grants, payments, licensing and revenue in one action and tell you which records changed.
Agent action: With consent, apply the new address to every owning service that holds the person and list the records changed.
Getting a copy of a document document-reissue · MG-06
We can reissue most certificates and letters to a verified identity within three business days.
Agent action: Confirm identity level; if verified, queue the reissue and tell the person when it will arrive.
Feedback feedback · MG-01
Thank you. Feedback is recorded against the service it is about and reported to the service owner monthly.
Agent action: Record the feedback against the service and thank the person.
General questions general-information · MG-01
Most questions about opening hours, locations, fees and how to apply can be answered straight away.
Agent action: Answer from the published information and offer the next step.
Missed bin collection missed-collection · MG-20
If your bin was out by 6 am on collection day and was missed, we book a catch-up collection within two business days and tell you the day.
Agent action: Match the address to the collection run, book a catch-up truck and text the person the date.