POL00448072
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(Document Information
Process Name Escalation process
Process Ref INV-ESCO1
Process Owner: Tracy Bannister
Document Status: Approved
Document Classification: Internal
(Process Summary (describe in a paragraph the context and reason for process):
If a discrepancy has been investigated, this process shows how it can be escalated if the PM does not agree with the decision or if the loss
cannot be established
Process Owner Role: Network Resolution Operations Manager
Version History
\Version Number Date Issued Author Updates since last version
0.1 10/08/21 Fleur Langley-Knight Initial version
0.2 12/08/21 Fleur Langley-Knight Added in business feedback
0.3 15/09/21 Fleur Langley-Knight Controls added
1.0 04/10/21 Fleur Langley-Knight Summary & version updated
4a 19/04/2022 Duncan Hughes Review of process and controls
2.0 20/07/2022 Duncan Hughes Reviewed and approved by process owner
Review History
Reviewer Role Last Date Reviewed Version(s) Reviewed
[Tim Humphries T2 12/08/21 0.1
[Tracy Bannister Network Resolution
Operations Manager 20/07/2022 1.2
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Process Notes
{Detail any notes to supplement specific process stages)
Number A tional pr. ne
a. The Weekly Case Review will asses the case and based on the success rate value will make the decision to escalate the case to Tier 3 or clear the account.
2. If the account is being cleared, the analyst will make sure Authorisation is completed prior to Dynamics case assigned to PAST (this is embedded in Activity pane and copied into the resolution section before
assigning) & notes updated.
4. The dispute resolution committee will either make a decision on how to proceed with the case or will recommend one of the following actions:
© Gather more information from loss recovery. Contact the Network Monitoring Team to see what reports are available.
© Refer to legal for review and recommendation
© Refer to Audit for investigation
* Ask for more information from contracts to understand the options available
‘* Write out to Area Manager as PM needs more support (if it is identified the loss was caused due to a lack of training or support from Post Office, therefore outside of the PM’s control, the account will be
cleared).
s. Advisors work in two week sprints. If they are unable to resolve a case within the 10 day sprint, they will discuss the case with the Team Manager t agree next steps (whci could include
escalation to the WRC),
T3 conduct a deep dive of the case and review the systems and contact the PM for more information where required.
It may not be possible to make a decision in the meeting and more thought may be required to the best course of action. Where this happens the decision will be parked.
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(Glossary
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‘Terms Definition
CIRT Case Investigation Review Team ~ This is the former name of the Tier 3 investigation team.
PM Postmaster - Person under contract to Post Office to operate a branch. This could be an individual or a Strategic Partner and the use of this term could also cover the postmaster's
branch team members.
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