Document your Documents!
Wednesday, October 26th, 2005Large organisations tend to project this aura of capability. You want to feel that once you give them a paper or a payment, it will be filed away safely in their systems.
Well, last month Workcover lost the record of a payment I’d made in person at their city office by EFTPOS. The lady at the counter remembered me making the payment, yet I still had to go home and post them a copy of the receipt I’d received at the time.
Yesterday, I found out by accident that the Australian Tax Office had lost a form I’d sent to them in January. Fortunately for me, they’d sent me a letter at the time confirming they received the form. I guess they don’t file their outgoing letters too well either. So I had to post them back a copy of this letter they’d sent me to confirm that I’d actually submitted the form.
A friend made a payment of a fine to the SA Police using their credit card facility. Credit card, right? Multiple records and audit trails, right - in his accounts, their accounts, and the credit card company’s accounts. Well the record got lost going from their billing system to their accounting system, and they were giving him a truly nasty time, threating court, and demanding copious stat decs and documents from his employer and bank, when a simple call to the credit card company or their own database manager would have solved the issue.
Spot the common thread yet? All three bunglers are Australian government organisations.
The moral of the story is, document your documents. When they come in, when they go out. I now endeavour to scan copies of all my outgoing mail, and a good chunk of my incoming mail. Finding yourself on the wrong side of the red tape really sucks.