Case Study: NRMA achieves real-time complaints visibility and standardised member experience with Causia Complaints Pro

How Complaints Pro® was able to solve the problems of NRMA by providing them with an effective and modernized Complaints Handling System

Causia worked with NRMA, the National Roads and Motorists Association, to replace several outdated complaints and feedback systems that made it difficult to get a single group-wide view of member sentiment, track SLA performance, and maintain consistent processes across the business. NRMA also faced manual copy-and-paste handling of website enquiries into email inboxes and multiple systems, creating delays, errors, and inconsistent member experiences.

Causia implemented Complaints Pro across NRMA in just six weeks, rolling it out to 186 users and 300 call centre agents with minimal IT involvement, while integrating the website Contact Us page so enquiries, feedback, and complaints were created automatically. The result was real-time group-wide dashboards, more accurate SLA measurement, earlier identification of root causes, and better coaching of underperforming teams, enabling NRMA to make decisions based on hard facts rather than manual reporting.

National Roads and Motorists Association (NRMA)

Loraine Dartnell

Group Member Relations Manager