I start here with a [title] for this post that pushes home my very observation of customer service.
An animal registration notice is received by a rate payer for their local council. The recipient of this notice is expiated to pay this registration renewal and goes about their payment process. 'BPAY'.
There are 2 BPAY options for payment BILLPAY or BPAY. The difference is payment to/through Australia Post over the counter or payment directly to the local government office via online means.
To carry out either transaction you need a Billpay code: (for over the counter) or Biller Code: (for online transaction). You all so need a ref:, a series of 13 digits that have some meaning to the payment receiver.
In our case here 'NO' Billpay code: or Biller code: is preprinted on the renewal notice. A ref: number is.
A call to the to the local government Customer Service department. The caller advised there is no Billpay code: or Biller code: on the renewal notice. While the CS rep taking the call was bright and cheerful. Her reply was the point of this post. Her reply was yes there was a printing error (In a Quality forum, a process that has a direct output to a customer 'ERROR' means (DEFECT).
No Corrective action seems to have taken place. Did the local government office re-issue the renewal notices. It appears not. Did the local government office issue a letter providing the relevant Billpay code: or Biller code:, again it would appear not.
I expect there was 100's of not 1000's of these renewal notices issued. The local governments office seems to have left it to their customer to phone in and get that Billpay code: or Biller code: or make payment in person at council office or mail it in.
Sure this is not a big deal. Sure it's a pet registration renewal notice. But when council issue a renewal notice that is emblazened with red font Failure to renew registration by the due date may result in penalties being issued.
Customer service has failed here, knowingly issuing a bill to rate payers that has a defect on it (i.e. the missing code). The ? is would they follow through with a penalty should payment not have been made by the due date. I expect they would.
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