Scenario 1: Roleplay 1 Katy Perry works as an Information Officer at DataRUs and her job involves analysis of client and industry data across different states and region in order for DataRUs to identify and approach potential clients for both listings and distribution. Assessing market potential for specific sectors (e.g. accommodation, events, food and drinks etc.) enables the company tailor its product to the needs of specific regional centres. Katy is currently working on developing a market profile of Tasmania, in particular, Western Tasmania and had requested a range of information from the Information Officer at HotelsRUs. However, on receipt of data, Katy realised that the information and data requested was provided as PDFs whereas the request was for Excel spreadsheet. The information was also delayed and reached Katy only after she sent a reminder. No response to the reminder was received. Katy was, as such, not able to extract the required data and her project was impeded. Katy has lodged a formal compliant with the Manager (trainer/assessor roleplay), expressing that the service standards not met in her service. The Manager has forwarded the complaint to the Customer Liaison Office (you) to investigate and resolve.