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 Help and support

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Summary

Help and responsive support is available to assist and educate customers, staff and third parties to follow correct processes and encourage compliance with rules, processes and expectations

Examples

Some examples of this type of countermeasure include:

  • Telephony support and coaching.
  • Web content, chat-bots and FAQs.
  • Regular communication of updates and requirements.

Purpose of this countermeasure

Someone can act dishonestly to commit fraud. For example, they can provide can provide false information or misleading statements to support a request or claim, or fail to disclose information that would affect their entitlement.

Acting dishonestly to commit fraud are offences under the Criminal Code Act 1995.

Failing to properly support and educate customers, staff and third parties to follow correct processes or comply with rules, processes and expectations can lead to erratic and dysfunctional processes.

This may expose weaknesses or lead to errors, which fraudsters can then exploit.

Dependencies

This type of control is supported by:

How do I know if my countermeasures are effective?

You can apply the following methods to measure the effectiveness of these types of countermeasures:

  • Confirm the existence of help and support guidelines.
  • Quantitative trend analysis of call wait times.
  • Qualitative analysis of channel accessibility.
  • Undertake testing or a process walk-through to confirm that help and responsive support is provided.
  • Confirm the existence of a feedback and reporting loop to ensure help and support guidelines remain relevant or can be improved.
  • Undertake a staff census and particularly ask questions relevant to coaching, communication and support. Commonwealth entities can review APSC Census results.

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