Managing Calls

  1. Wherever possible, raise a task against a case with a process status of "being assessed" or above. Prior to the "being assessed status", raise a note. Refer to the tables below for common scenarios and steps to resolve.

Transferring Calls (urgent and by exception)

  1. For calls where there is an error with the permit (vehicle details are incorrect or roads are wrong), these can be transferred to the relevant Access team member.

    Customer Enquiry (***no direct phone numbers to be provided to Customers***)

    FIRST OPTION

    Portal Hypercare


    Susana Morisaki   


    07 3309 8563 


    Susana.Morisaki@nhvr.gov.au

    Escalations and Lodgements

    Rochelle Mottlee

    07 3309 8665

    Rochelle.mottlee@nhvr.gov.au

    Class 1,  Class 2 , HML and PBSSean Tansley07 3309 8683Sean.tansley@nhvr.gov.au

    Major - Policy and Process Issues

    Roger Garcia

    07 3309 8623 / 0447 414 599

    Roger.garcia@nhvr.gov.au

    Road Manager General Enquiry (phone number details can be provided to Road Managers)

    FIRST OPTION

    Road Manager Hotline


    Deb or Greg


    1300 880 493


    RM.enquiries@nhvr.gov.au

    Class 1,  Class 2 , HML and PBS

    Sean Tansley

    07 3309 8683

    Sean.tansley@nhvr.gov.au

    Class 3, Escalations and Lodgements

    Rochelle Mottlee

    07 3309 8665

    Rochelle.mottlee@nhvr.gov.au

    Major - Policy and Process Issues

    Roger Garcia

    07 3309 8623 / 0447 414 599

    Roger.garcia@nhvr.gov.au

     

    Jurisdictional Road Managers - Portal Forms

    Jurisdiction

    SAF

    Phone Number

    Email Address

    RMS & ACT

    Edith Ferraro

    07 3309 8634

    Edith.Ferraro@nhvr.gov.au

    TMR

    Robert Whyte

    07 3309 8645

    Robert.Whyte@nhvr.gov.au

    DPTI

    Belinda Bray

    07 3309 8666

    Belinda.Bray@nhvr.gov.au

    DSG

    Stuart Bannister

    07 3309 8644

    Stuart.Bannister@nhvr.gov.au

    VicRoads

    Ciara McKeever

    07 3309 8652

     Ciara.Mckeever@nhvr.gov.au

     

    LGA Road Managers - Portal Forms

    Consent TypeContact PersonPhone NumberEmail Address
    Class 1,  Class 2 , HML and PBSSean Tansley07 3309 8683Sean.tansley@nhvr.gov.au
    Class 3, Escalations and Lodgements Rochelle Mottlee07 3309 8665

    Rochelle.mottlee@nhvr.gov.au

    Major - Policy and Process Issues 

    Roger Garcia07 3309 8623 / 0447 414 599

    Roger.garcia@nhvr.gov.au 

  2. If the transferred call is not answered or goes to mailbox of the assigned Access team member, do not leave a message or transfer the call to the mailbox. In the Portal, leave a note for the Access Facilitator to call the customer/ Road Manager. The Portal will send a notification to the Access Facilitator. Please make sure you capture as much detail as possible.


    Subject 

    Short, a brief overview of the information.

    Type (notes only)  

    Select the most relevant.

    Writing a note?

    Enquiry from fax?

    Responding to an Email?

    Comments / Notes  

    Be descriptive:

    Who did you talk to?  First and last name. Ensure that if the person requesting a call back is not the contact person for the case that this is captured in the note.

    What is their best contact number? 

    Is there a preferred time of contact? 

    Reason:

    What do they need assistance with?  Be specific, case number, permit number.

    Why can’t they do this themselves?

    Did you show them the Help Centre?

  3. If remains urgent, attempt second call transfer to the Road Manager Hotline 1300 880 493 or if then they are unavailable, a supervisor.

  4. For calls where an Access team member is urgently required (eg. Permit expiring or truck about to be illegally moved), please call the Road Manager Hotline 1300 880 493.

Inbound call from Customer

Enquiry typeAction
Enquiry not related to a caseLog in SugarCRM
Enquiry about the status of an application or case (how it is progressing)Add a note to the case with 'Phone' type. Do not offer call back. Do not raise task.

Enquiry about newly submitted case (Prior to Being Assessed Status)

A customer has had a missed call from their access facilitator.

The customer would be more comfortable speaking with their access facilitator about their case

Add a note to the case with 'Phone' type.

Add a note to the case with 'Phone' type; advise customer that Facilitator will return call.

Add a note to the case with 'Phone' type. Do not offer call back. Do not raise task.

Enquiry about a newly submitted case (At Being Assessed Status or earlier.

Add a task to the case with 'Phone' type

A customer believes there is an error on their approved access permit (if urgent follow the steps above to transfer the call)Add a note to Closed case with 'Phone' type.
A customer does not agree that the correct road managers have been contacted.Add a task using template 'Task for case facilitator'
Enquiry about a case with a closed statusAdd a note to Closed case with 'Phone' type
Request from Customer about a case in progress requiring action from Access Facilitator

Add a task using template 'Task for case facilitator'

Response to a Customer information request

Open an information request and submit a response on behalf of Customer

  • A customer has had a request for additional information on their case.
    CSS should open email (AMS) or IR (Portal) and see if they can assist with the additional information request with the customer – if not then raise a task for the Access Facilitator to call the applicant back to clarify requirements.
A customer has spoken to the road manager and wishes to discuss what they’ve been informed.This is preferred to be in writing, advise the applicant to send an email to accessops@nhvr.gov.au – if applicant is persistent raise a task for the Access Facilitator.
A customer wishes to discuss why their case was refused.

Applicant receives a whole notice in relation to the reasoning of why their case is refused. Please advise them if they wish to have the reason reviewed, they will need to submit an Internal Review application, which is attached to the email with the refusal notice.

A customer wishes to discuss why their case is withdrawn This is usually resolved by walking the customer through their respected Gazettes.
Advise the customer that NHVR has worked hard to have annual schemes and common combinations gazetted or are covered under notice, helping get vehicles on the road quickly without the need for permits. Guide them to the information sheets of the relevant notice if available. If they have additional questions requireing more information, ask the customer to reply to the withdrawal email.
A customer would like their approved access permit resent to them.

For applications submitted after 25 September they can log into the NHVR Portal to print themselves, otherwise confirm contact person and details then raise task for Lodgement Officer Laura Cahill or Beth Mentiplay to action.

A customer is upset as the case is taking longer to be approved than they would like.

Apologise, explain that there are delays and have customer submit feedback in writing through info@nhvr.gov.au if they wish to.
A customer wants their additional information email resent

Confirm contact person and details then resend information, if there are any issues or difficulties with this raise task for Lodgement Officer Laura Cahill or Beth Mentiplay.

Inbound call from Road Manager

If Stellar receive an automatically diverted call from a Road Manager (RM Hotline engaged or away from phone) wherever possible the call should be diverted to the Road Manager Hotline 1300 880 493.

Enquiry typeAction
If RM Hotline unmannedRefer call to Rochelle Mottlee
RM Hotline engaged or unreachable

Escalate to relevant SAF as per tables above

(Tables - LGA Road Managers - Portal Forms & Jurisdictional Road Managers - Portal Forms)

Enquiry not related to a case or consentEscalate to RM Hotline 1300 880 493
Enquiry about a newly submitted case in 'New'Escalate to RM Hotline 1300 880 493
Enquiry about a closed caseEscalate to RM Hotline 1300 880 493
Request from Road Manager about a consent in progress

Escalate to relevant SAF as per tables above

(Tables - LGA Road Managers - Portal Forms & Jurisdictional Road Managers - Portal Forms)

Request from Road Manager about a consent in progress requiring action from Customer

Request that RM responds using Portal using the 'Information Request to Customer', detailing the additional information required to undertake the assessment. Escalate to relevant SAF as per tables above.

(Tables - LGA Road Managers - Portal Forms & Jurisdictional Road Managers - Portal Forms)

 Response to communications

Should be requested to use RM.enquiries@nhvr.gov.au or Escalate to RM Hotline 1300 880 493

Other resources