Who: Internal Contact Centre/Assets/Maintenance Team
1. Review Submitted Request
o Access the Work Request in ‘New’ status
o Review all provided information
o Assess the nature of the work required
2. Determine Appropriate Work Request Type Decision Matrix:
Choose DEFECTS if:
o Property is within Defect Liability Period
o Issue relates to construction defects
o Builder/developer responsibility
Choose DEFERRED if:
o Work cannot be undertaken immediately
o Scheduling conflicts exist
o Seasonal timing required (e.g., external painting)
o Access issues prevent immediate work
Choose INVESTIGATION if:
o Scope of work is unclear
o Multiple solutions need evaluation
o Technical assessment required
o Cost estimation needed before proceeding
Choose LEASEHOLD if:
o Property owned by private landlord
o Landlord maintains Maintenance responsibility
o Not Organisation-owned Property
Choose THM if:
o Property falls under THM Housing Sub-Programs
o Work coordination required with DFFH
o Transitional housing management applies
Choose STRATA if:
o Property part of Body Corporate
o Common area Maintenance required
o Building-wide issue affecting multiple units
o Strata management coordination needed
3. Decision Point - Work Classification
Option A: Assign Appropriate Work Request Type
o Select from the 7 available Types above
o Update Work Request classification
o Continue to dispatch process
Option B: Convert to Work Task
o If paid work is required
o If work falls outside any Work Request category
o If budget Allocation needed
o Follow Work Task process (separate procedure)