Who: Internal Contact Centre/Assets/Maintenance Team
1. Confirm Work Request Type Selection
o Verify appropriate category selected based on decision matrix
o Double-check Property details and ownership status
o Ensure correct recipient will be notified
2. Priority Assessment and SLA Assignment
o Assess urgency level (Emergency, Urgent, High, Medium, Low)
o System automatically assigns SLA timeframes based on priority
o Response by: When initial Contact/acknowledgement is due
o Resolve by: When work completion is expected
o Record any special circumstances affecting timeline
3. Recipient Determination Based on Work Request Type:
o Defects: Builder/Developer responsible for defect liability
o Deferred: Internal scheduling for future assignment
o Investigation: Internal Maintenance team for assessment
o Leasehold: Property owner/landlord
o THM: Department of Families, Fairness, and Housing (DFFH)
o Strata: Body Corporate or Strata Manager
o General: Hold for further classification
4. Verify Contact Information
o Confirm recipient Email addresses are current
o Validate Contact Details for appropriate parties
o Update Contact information if needed