ASSESSING REQUESTS FOR EXCEPTIONS OR GOODWILL

DECISION GUIDANCE

STEADY STANDARDS

This guidance supports decisions where customers request refunds, credits, or exceptions that fall outside standard policy.

It is designed for situations where strict application of rules may feel unreasonable, but where inconsistency creates risk.

WHEN THIS GUIDANCE APPLIES

Requests for refunds or credits outside the policy
Appeals for goodwill following dissatisfaction
Requests framed as “special circumstances”
Situations where staff feel pressure to make an exception
Concerns about fairness or precedent

WHY EXCEPTION REQUESTS CREATE PROBLEMS

Inconsistent outcomes

Exceptions are granted unevenly, creating perceptions of unfairness and internal confusion.

Precedent creep

One-off decisions become informal standards that are difficult to unwind later.

Pressure-based decisions

Outcomes are influenced by persistence, tone, or escalation rather than consistent reasoning.

Unclear boundaries

Staff are unsure when discretion applies and when policy should hold firm.

KEY FACTORS TO ASSESS BEFORE DECIDING

Policy intent

What the policy is designed to protect or achieve — not just what it prohibits.

01
Comparability

How similar requests have been handled previously.

02
Customer contribution

Whether the situation arose from factors within or outside the customer’s control.

03
Impact and proportionality

Whether the requested exception is proportionate to the issue raised.

04
Precedent risk

How the decision may affect future expectations or behaviour.

05

HOW TO APPROACH THE DECISION

Apply This Approach

Start from the standard position
Assess whether the circumstances justify deviation
Apply consistent reasoning used in similar cases
Consider long-term impact, not just immediate resolution

Avoid This Approach

Granting exceptions to resolve discomfort
Treating goodwill as an obligation
Creating informal “rules” through repetition
Making exceptions without clear justification

A reasonable approach to exception requests is to:

Apply policy consistently as the default
Use discretion selectively and transparently
Ensure goodwill decisions are proportionate
Avoid outcomes that cannot be repeated or explained

Goodwill should reinforce fairness — not undermine it.

WHY THIS APPROACH IS DEFENSIBLE

Maintains fairness across customers
Reduces entitlement-based expectations
Protects staff from arbitrary decision-making
Supports consistent application of standards
Preserves the integrity of policy over time

ESCALATION IS APPROPRIATE WHEN

The requested exception is high-value or unusual
There is a pattern of similar requests
Regulatory or contractual obligations apply
The decision may materially affect future policy application

Escalation should not be used solely to avoid making a decision.