Who: Internal Contact Centre/Assets/Maintenance Team
1. SLA Timer Activation
o Response timer starts when Work Request is sent
o Resolution timer tracks towards completion deadline
o System alerts for approaching SLA deadlines
2. Progress Monitoring by Work Request Type
DEFECTS Monitoring:
o Track builder/developer response within SLA
o Monitor defect rectification progress
o Ensure work completed within defect liability period
DEFERRED Monitoring:
o Review deferred items regularly
o Reassess timing for work commencement
o Convert to active Work Request when ready
INVESTIGATION Monitoring:
o Track internal team assessment progress
o Monitor scope determination timeline
o Prepare for conversion to appropriate work Type
LEASEHOLD Monitoring:
o Follow up with landlords on response
o Track landlord responsibility compliance
o Escalate if landlord non-compliance
THM Monitoring:
o Coordinate with DFFH response timelines
o Track interdepartmental communication
o Monitor program-specific requirements
STRATA Monitoring:
o Track Body Corporate decision timelines
o Monitor committee meeting schedules
o Coordinate with strata management processes
3. SLA Escalation Process
o Automated alerts for approaching deadlines
o Escalation to supervisor for overdue items
o Follow-up communication protocols
o Documentation of delays and reasons