Launch of pilot phase of new customer service management (CSM) tool

15 November 2021

On 15 November 2021, we will launch the pilot phase of our new customer service management tool. This launch is an important part of the Strategic Plan 2023 initiative to modernise and enhance online user engagement.

With this launch, users will notice minor changes to the usual customer support procedure, namely new customer case numbers and an updated service satisfaction questionnaire.

The pilot phase will cover the following five categories of enquiries:

• Online Filing 2.0
• fee payments and refunds
• procurement-related issues
• complaints and feedback
• third parties receiving a Zoom link to attend oral proceedings in opposition

Following the launch of this pilot, we anticipate a full roll-out around mid-February 2022.

More information will follow in due course.