Escalate a Request

If something is urgent, or your request is not moving, you can escalate it at any time. Escalations go straight to the Digital Experience Manager for review. We respond to escalations within two business hours.

When to escalate

Escalate if:

• The problem is stopping you or your team from working and cannot wait
• Your request has not progressed and you have not been told why
• The resolution you were given has not worked
• The impact of the problem has grown since you logged it

You do not need permission from your manager, and escalating will not affect how your request is handled.

If you logged your request by email or the Help Hub

Reply to the confirmation email notification you received for your case (the one with the case number in the subject) with the word Escalate in your message.

If you do not have a case email

If you logged your request by phone or in person, call (03) 6211 8100 and let us know you want to escalate.

What happens next

• The Digital Experience are notified and will review your escalation within two business hours
• You will directly from us with either a resolution or a plan and a timeframe

If you are still not satisfied

Reply to our escalation update and ask for it to be raised further. It will go to the Digital Experience Manager, who will contact you.