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4.1.2 Complaints Handling and Resolution Module (CHARM)

Last Modified: 28-Jun-2018 Review Date: 30-Sep-2010



To guide delegated staff in the use of CHARM to enable all details, actions, outcomes and correspondence regarding a complaint to be recorded.

Practice Requirements

  • Public officers must create and maintain public records to meet legislative requirements.
  • District directors and their delegates are the only staff with access to the CHARM system for recording and information.
  • District directors are responsible for ensuring that recording standards are met – refer to the CHARM User Guide.


Process Maps

Not applicable


  • Request for access
  • Instructions for E learning
  • Log on and password
  • Site access
  • Support
  • Request for access

    A request is to be made by your District Director to the CMU administrator.


    Instructions for E learning

    The CMU administrator will email instruction for completing the E learning Module via the Learning and Development Unit.


    Log on and password

    On successfully completing the E Learning Module the CMU administrator will contact you with your log on password.


    Site access

    CHARM can be accessed by Communities' intranet once you are a registered user with a log on password.



    Support in using the CHARM system or help with queries or difficulties with recording information is available by contacting the CMU Administrator via email or telephone 9222 2662.

    The support desk is part time; please leave a message with your contact details and a short description of the problem or the complaint number in the event that the administrator cannot receive a direct call.

    Support may be in the form of:

    • telephone support – one to one
    • teleconference training – group
    • shadowing on line 
    • email question and answer.