Total Feedback
44
Items recorded
Positive Rate
11%
Overall satisfaction
Critical Issues
34
Requiring attention
Corrections
3
Knowledge gaps
Feedback Status
Distribution of feedback types
- Positive
- Issues
- Corrections
- Observations
Top Issue Categories
Most frequent areas of feedback
Detailed Feedback
| Date | Agent | Provider | Category | Feedback | Status |
|---|---|---|---|---|---|
| 2025-11-10 | Liam | Brad Upton | Wage Rates | Gave correct base rate for Chef Class 4 casual ($28.12) and correct total with casual loading ($35.15) | Positive |
| 2025-11-10 | Liam | Brad Upton | Penalty Rates | Gave conflicting answers for Saturday penalty rate - said 'time and a half' OR '125%' (two different values) | Issue |
| 2025-11-10 | Liam | Brad Upton | Penalty Rates | When challenged on Saturday rate, changed answer to 'time and a quarter (125%)' and Sunday 'time and a half (150%)' - both incorrect | Issue |
| 2025-11-10 | Liam | Brad Upton | Penalty Rates | Correct Saturday penalty rate should be 150% of Base Rate | Correction Needed |
| 2025-11-10 | Liam | Brad Upton | Penalty Rates | Correct Sunday penalty rate should be 175% of Base Rate | Correction Needed |
| 2025-11-10 | Liam | Brad Upton | Penalty Rates | Omitted the fact that Friday after 7pm requires higher pay | Issue |
| 2025-11-10 | Liam | Brad Upton | Penalty Rates | Did not give clarity on what rate to apply the penalty to | Issue |
| 2025-11-10 | Liam | Brad Upton | Usability | Tool was simple and easy to use | Positive |
| 2025-11-10 | Liam | Brad Upton | Accuracy | Had trouble providing accurate responses overall | Issue |
| 2025-11-10 | Liam | Jack Milbourne | Junior Rates | Gave wrong percentage for 17-year-old working in bar under Restaurant Award - said 70% instead of correct 60% | Issue |
| 2025-11-10 | Liam | Jack Milbourne | Junior Rates | Said juniors don't need adult rate unless dispensing alcohol - had to fish for this response, could create issues | Issue |
| 2025-11-10 | Liam | Jack Milbourne | Junior Rates | When told most juniors in bars serve/dispense alcohol, said couldn't give advice on underage staff serving alcohol | Issue |
| 2025-11-10 | Liam | Jack Milbourne | Junior Rates | Failed to clearly state: Juniors involved in serving/selling/dispensing alcohol must be paid full award rate | Issue |
| 2025-11-10 | Liam | Jack Milbourne | Apprentice Rates | Clunky response - was basing rates on Level 3 rate instead of Level 4 rate | Issue |
| 2025-11-10 | Liam | Jack Milbourne | Apprentice Rates | Couldn't give exact percentage for 1st year apprentices - kept saying 'between 50-55%' | Issue |
| 2025-11-10 | Liam | Jack Milbourne | Accuracy | Had fair bit of inaccurate advice when checked against wage guides | Issue |
| 2025-11-12 | Liam | Glenn Robertson | Overall | Interaction overall positive | Positive |
| 2025-11-12 | Liam | Glenn Robertson | Rostering | Asked about rosters, breaks, split shifts - responses were general in nature | Observation |
| 2025-11-12 | Liam | Glenn Robertson | Rostering | Got caught up on changeover of rosters | Issue |
| 2025-11-12 | Liam | Glenn Robertson | Break Rules | Wasn't able to confirm 8-hour rule for minimum break on changeover of roster | Issue |
| 2025-11-12 | Liam | Glenn Robertson | Break Rules | When pushed, kept maintaining 10 hours minimum (incorrect) | Issue |
| 2025-11-12 | Liam | Glenn Robertson | Split Shifts | When asked about split shifts, failed to mention spread of hours requirements (important) | Issue |
| 2025-11-12 | Liam | Glenn Robertson | Roster Publishing | Kept saying roster publishing requirement was 14 days - should be 7 days | Issue |
| 2025-11-18 | Liam (messaging) | Gena Cantwell | Awards | Couldn't provide assistance with the industry award the business was linked to | Issue |
| 2025-11-18 | Liam (messaging) | Gena Cantwell | Awards | Different members operate under various awards - this may pose a problem | Observation |
| 2025-11-18 | Liam (messaging) | Gena Cantwell | Public Holidays | Struggled with local public holiday requirements and whether they applied to a business and its staff | Issue |
| 2025-12-23 | Grace | Brad Upton | Overall | Tested about a week prior - was impressed, liked the new voice, answered well | Positive |
| 2025-12-23 | Grace | Brad Upton | Email Function | Was disappointed it couldn't email information | Issue |
| 2025-12-23 | Grace | Brad Upton | Language Recognition | Agent cut him off - said wasn't speaking a language she understood, then listed 42 languages | Issue |
| 2025-12-23 | Grace | Brad Upton | Performance | Seemed slow and paused in strange spots | Issue |
| 2025-12-23 | Grace | Brad Upton | Date Accuracy | When asked about public holiday rates, agent said the year was 2024 | Issue |
| 2025-12-23 | Grace | Brad Upton | Public Holidays | Said Boxing Day wasn't a public holiday and should only pay staff normal rates | Issue |
| 2025-12-23 | Grace | Brad Upton | Transfer Function | When asked to transfer to IR person/THA, said 'of course please hold, I'll transfer you now' - 15 seconds later asked 'are you still there' | Issue |
| 2025-12-23 | Grace | Brad Upton | Transfer Function | Repeated transfer request steps and got same failed result | Issue |
| 2025-12-23 | Grace | Brad Upton | Email Function | Asked to email information - agent said she couldn't | Issue |
| 2025-12-23 | Grace | Brad Upton | Confidence | Based on that day's experience, wouldn't be confident telling members to contact her | Issue |
| 2025-12-30 | Grace | Glenn Robertson | Overall | Noticed Grace provided more accurate information compared to Liam | Positive |
| 2025-12-30 | Grace | Sam Johnson | Wage Deductions | Provided incorrect advice on deduction of wages at termination | Issue |
| 2025-12-30 | Grace | Sam Johnson | Wage Deductions | Should have quoted clause about deducting for annual leave taken in advance but not accrued | Correction Needed |
| 2025-12-30 | Grace | Sam Johnson | Allowances | Misquoted laundry allowance amount - said '$1.32 per day and $6.62 per week' (incorrect) | Issue |
| 2025-12-30 | Grace | Sam Johnson | Annual Leave | When discussing cashing annual leave, referenced clause 22.4 which does not exist in the Hospitality Award | Issue |
| 2025-12-30 | Grace | Sam Johnson | Award Version | When challenged, said she was referencing an older version of the award | Issue |
| 2025-12-30 | Grace | Sam Johnson | Annualised Wages | Referenced clause 20.1 which is not correct for Annualised Wages | Issue |
| 2025-12-30 | Grace | Sam Johnson | Call Duration | Grace hangs up after 10 minutes | Issue |