These are just some of the stories to come out of the recent floods disaster in NSW. Our staff go the extra mile to make sure we give great service all the time.
At the Ballina Recovery Centre, a customer didn’t want to leave their car because they had an attached medical device. Service Officer Brett went to the car and spoke with the customer through the car window. He was able to process his claim with his laptop balanced on top of a wheelie bin.
With the help of our social workers, we contacted a customer about her Australian Government Disaster Recovery Payment (AGDRP) claim. Her partner had sadly passed away just after lodging his claim. We made sure she had a support network available and looked into her late partner’s claim. We were able to grant both their claims.
We called a customer to clarify their citizenship status and AGDRP eligibility. She told us her partner had lost work and income because of the floods. After checking, we granted her, her partner, and their children, the AGDRP. While speaking with her, we noticed she was barely able to speak as she was suffering breathlessness from COVID-19. She said she did not have any sick leave available as she had recently started a new job. We helped her apply for the Pandemic Leave Disaster Payment (PDLP). She was granted the funds before the call ended.
During these trying times, we feel humbled by our customers’ gratitude. And we feel privileged to be able to make a difference in others’ lives.