LEX 88120 Decision.pdf

If not delivered return to PO Box 7820 Canberra BC ACT 2610
12 December 2025

Our reference: LEX 88120

Anonymous
Right to Know

Only by email: xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx

Dear Anonymous (Right to Know)
Decision on your Freedom of Information Request
I refer to your request, dated and received by Services Australia (the Agency) on 22 October
2025 for access under the Freedom of Information Act 1982 (the FOI Act) to the following
documents:
I am seeking a soft copy of any documents that explain the assumptions behind the
estimate that to reduce the KPI to an average speed of answer of 5 minutes, the agency
would need an additional 1000 staff at a cost of over $100 million each and every year
provided by the then Department of Human Services in response to the Australian
National Audit Office 2015 report Management of Smart Centres’ Centrelink Telephone
Services.
My decision
I have decided to refuse your request for access under section 24A of the FOI Act, on the basis
that all reasonable steps have been taken to locate the documents you have requested, and I
am satisfied that they cannot be located.
The reasons for my decision, including the relevant sections of the FOI Act, are set out in
Attachment A.
You can ask for a review of our decision
If you disagree with any part of the 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 an external
review by the Office of the Australian Information Commissioner. See Attachment B for
more information about how to request a review.
Further assistance
If you have any questions, please email xxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxxxxxxxx.xxx.xx.

Yours sincerely

Jan
Authorised FOI Decision Maker
Freedom of Information Team
FOI and Reviews Branch | Legal Services Division
Services Australia
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Attachment A
REASONS FOR DECISION
What you originally requested
I am seeking a soft copy of any documents that explain the assumptions behind the
estimate that to reduce the KPI to an average speed of answer of 5 minutes, the agency
would need an additional 1000 staff at a cost of over $100 million each and every year
provided by the then Department of Human Services in response to the Australian
National Audit Office 2015 report Management of Smart Centres’ Centrelink Telephone
Services.
On 22 October 2025 the Agency acknowledged your request.
On 3 November 2025, I wrote to you advising the Agency required additional time to process
your request and sought your agreement to extend the FOI processing period by an additional
30 days under section 15AA of the FOI Act.  Your agreement by email was received the same
day, making the new due date 22 December 2025. The Office of the Australian Information
Commissioner was advised of the extension.
What I took into account
In reaching my decision I took into account:
•  your request dated 22 October 2025
•  searches undertaken to locate the requested documents
•  the type of documents which fall within the scope of your request
•  consultations with Agency officers about:
o  the nature of the requested documents
o  the Agency's operating environment and functions
•  guidelines issued by the Australian Information Commissioner under section 93A
of the FOI Act (the Guidelines), and
•  the FOI Act.
Reasons for my decisions
I am authorised to make decisions under section 23(1) of the FOI Act.
Section 24A of the FOI Act
Section 24A of the FOI Act allows the Agency to refuse a request for access to a document if
all reasonable steps have been taken to find the document, and the Agency is satisfied that it
cannot be located or does not exist.
To fulfil your request, I consulted with a broad range of business areas that could potentially
hold the types of documents you are seeking as follows:
•  Enterprise Strategy & Governance Division
•  Care & Support Division
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•  Communities Division
•  Families & Participation Division
•  Operations Management Division
•  Smart Centres Operations Division
•  Corporate & Cross Government Services Division
These business areas are responsible for ministerial and parliamentary documents, program
documents, operational management for service delivery, smart centre operations (telephony),
and coordinating responses for requests from the Australian National Audit Office (ANAO).
Each of the above Divisions advised their searches did not locate any documents that explain
the assumptions behind the estimate referred to in your request.
Based on the searches undertaken, I am satisfied that in accordance with section 24A of the
FOI Act:
1.  all reasonable steps have been taken to find the documents; and
2.  the documents cannot be located.
Further Assistance
A copy of the document Auditor-General ANAO Report No.37 2014–15 Performance Audit,
Management of Smart Centres’ Centrelink Telephone Services,  Department of Human
Services (the Department), is publicly available at:
https://www.anao.gov.au/sites/default/files/ANAO Report 2014-2015 37.pdf
A copy of the covering letter from the Department, along with ‘Attachment A: Response to the
section 19 report on the performance audit of Management of Smart Centres’ Centrelink
Telephone Services’ can be found as Appendix 1 and  ‘Department  of Human Services’
Response to Ombudsman’s Recommendations on Centrelink Telephone Services’  can be
found as Appendix 2.

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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.
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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.

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