When and How to Escalate

Knowing when and how to escalate is critical for proper complaint handling. This page provides clear guidance on triggers, process, and what happens next.

When to Escalate

Partners must escalate to WeatherIt when any of these situations occur:

flowchart TB
 subgraph Triggers["Escalation Triggers"]
 direction LR
 A["Customer disputes<br/>a payout outcome"]
 B["Customer alleges<br/>misleading information"]
 C["Customer is<br/>unhappy with product"]
 D["Customer requests<br/>formal review"]
 end

 A --> E[Escalate Immediately]
 B --> E
 C --> E
 D --> E

 style A fill:#ffebee
 style B fill:#ffebee
 style C fill:#ffebee
 style D fill:#ffebee
 style E fill:#f3e5f5

Specific Escalation Triggers

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What NOT to Do Before Escalating

When a customer expresses dissatisfaction:

Instead, Do This

flowchart LR
 A[Dissatisfaction<br/>Identified] --> B[Acknowledge<br/>the Concern]
 B --> C[Explain WeatherIt<br/>Will Review]
 C --> D[Escalate Using<br/>Defined Process]

 style A fill:#ffebee
 style B fill:#fff4e1
 style C fill:#e1f5ff
 style D fill:#e8f5e9

Sample response:

"I understand you have concerns about this. I'm going to connect you with WeatherIt's support team—they have access to all the relevant data and will review your case directly."

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How to Escalate

WeatherIt provides partners with dedicated escalation channels and procedures during onboarding.

Information Required for Escalation

When escalating, include:

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What Happens After Escalation

Once you escalate, WeatherIt takes over completely:

flowchart TD
 A[Partner Escalates] --> B[WeatherIt Takes<br/>Ownership]
 B --> C[Direct Communication<br/>with Customer]
 C --> D[Full Investigation]
 D --> E[Resolution Within<br/>Regulatory Timeframes]
 E --> F[Partner Informed<br/>Where Relevant]

 style A fill:#e1f5ff
 style B fill:#f3e5f5
 style C fill:#f3e5f5
 style D fill:#f3e5f5
 style E fill:#e8f5e9
 style F fill:#fff4e1

WeatherIt's Responsibilities

After escalation, WeatherIt will:

• Take ownership of complaint handling
• Communicate directly with the customer
• Meet all regulatory response timeframes
• Conduct investigation using authoritative data
• Provide resolution to the customer

Partner's Responsibilities After Escalation

Partners are not expected to:

• Track complaint resolution
• Negotiate outcomes
• Manage regulatory reporting
• Follow up with customers on complaint status

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Why Timely Escalation Matters

Australian regulations require that:

• Complaints are identified quickly
• Formal timelines apply once a complaint exists
• Customers receive clear communication

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Prompt escalation protects everyone. The sooner WeatherIt is aware of an issue, the faster it can be properly addressed.