If not delivered return to PO Box 7820 Canberra BC ACT 2610
15 May 2025
Our reference: LEX 84716
Jim P (Right to Know)
Only by email
: xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx Dear Jim P
Decision on your Freedom of Information Request - Full Access
I refer to your request, received by Services Australia (the Agency) on 14 April 2025 for access
under the
Freedom of Information Act 1982 (the FOI Act) to the following documents:
Contact Centre/Telephony system information.
I am seeking access to information summarising the contact centre system used for
the Centrelink, Medicare and Child Support programs.
I would anticipate Services Australia IT would have a highlevel overview of the
software/system used on a one pager (possibly in a wiki-like tool such as Confluence).
Alternatively, a user guide of the system would suffice.
The purpose of this request is to identify the system used by the agency.
On 14 April 2025, the Agency acknowledged your request. You responded on 15 April 2025,
with your agreement to an extension of time of 30 days to process your request, making the
new due date 13 June 2025. The Office of the Australian Information Commissioner was
advised of the extension.
My decision
The Agency holds one document (totalling one page) relevant to your request.
I have decided to grant you
full access to the document.
Please see
Attachment A for information about the document being released.
Section 22(1)(b) of the FOI Act – edited copy
Section 22 of the FOI Act provides that the Agency must prepare and give access to an edited
copy of a document if, among other things, it is reasonably practicable for the Agency to
PAGE 1 OF 5
prepare such a copy by deleting exempt or irrelevant material, having regard to the nature and
extent of the modification and the resources available to modify the document.
Therefore, an edited copy containing material relevant to the scope of your request has been
provided in accordance with section 22 of the FOI Act.
How we will send the document to you
The document is attached.
You can ask for a review of my decision
If you disagree with any part of my decision you can ask for a review. There are two ways you
can do this. You can ask for an internal review from within the Agency or external review by
the Australian Information Commissioner. See
Attachment B for more information about how
to arrange a review.
Further assistance
If you have any questions, please email
xxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxxxx.xxx.xx
Yours sincerely
Cherie
Authorised FOI Decision Maker
Freedom of Information Team
FOI and Reviews Branch | Legal Services Division
Services Australia
PAGE 2 OF 5
If not delivered return to PO Box 7820 Canberra BC ACT 2610
Attachment B
INFORMATION ON RIGHTS OF REVIEW
FREEDOM OF INFORMATION ACT 1982
Requesting a full explanation of a Freedom of Information (FOI) decision
Before you ask for a formal review of a FOI decision, you can contact us to discuss your
request. We will explain the decision to you. This allows you to correct any
misunderstandings.
Requesting a formal review of a FOI decision
If you consider the decision is incorrect, you have the right to apply for a review under
sections 54 and 54L of the
Freedom of Information Act 1982 (the FOI Act).
You can apply for:
1. an
internal review by an Internal Review Officer of Services Australia (the agency),
and/or
2. an
external review by the Australian Information Commissioner.
Applying for an internal review by an Internal Review Officer
In an internal review, a different decision maker to the Agency delegate who made the
original decision will carry out the review. The Internal Review Officer will make a fresh
decision on your request and will consider all aspects of the original decision and identify any
relevant additional factors.
An application for an internal review must be:
• made in writing
• made within 30 days of receiving this letter
• sent to the address at the top of the first page of this letter, or by email to
xxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxxxx.xxx.xx
Note: You do not need to fill in a form. However, it is a good idea to set out any relevant
submissions you would like the Internal Review Officer to further consider, and your reasons
for disagreeing with the decision.
Applying for external review by the Australian Information Commissioner
If you disagree with the original or internal review decision, or if you have not received a
decision within 30 days of applying for an internal review, you will have 60 days to apply in
writing for a review by the Australian Information Commissioner.
Note: The Australian Information Commissioner generally prefers FOI applicants to seek an
internal review before applying for an external review.
PAGE 4 OF 5
You can lodge your application:
Online:
www.oaic.gov.au
Post:
Australian Information Commissioner
GPO Box 5218
SYDNEY NSW 2001
Email:
xxxxx@xxxx.xxx.xx
Important:
• If you are applying online, the application form the FOI Review Form is available at
Information Commissioner Review Application form
• If you have one, you should include with your application a copy of the Agency's
original and internal review decisions on your FOI request
• Include your contact details
• Set out your reasons for objecting to the Agency's decision.
Complaints to the Australian Information Commissioner and Commonwealth
Ombudsman
Australian Information Commissioner
You may complain to the Australian Information Commissioner concerning action taken by
an agency in the exercise of powers or the performance of functions under the FOI Act.
There is no fee for making a complaint. A complaint to the Australian Information
Commissioner must be made in writing. The Australian Information Commissioner's contact
details are:
Telephone:
1300 363 992
Website:
www.oaic.gov.au
Smart Form:
FOI Complaint Form
Commonwealth Ombudsman
You may also complain to the Commonwealth Ombudsman concerning action taken by an
agency in the exercise of powers or the performance of functions under the FOI Act. There is
no fee for making a complaint. A complaint to the Commonwealth Ombudsman may be
made in person, by telephone or in writing. The Commonwealth Ombudsman's contact
details are:
Phone:
1300 362 072
Website:
www.ombudsman.gov.au
The Commonwealth Ombudsman generally prefers applicants to seek review before
complaining about a decision.
PAGE 5 OF 5
