If not delivered return to PO Box 7820 Canberra BC ACT 2610
4 January 2017
Our reference: LEX 24847
Mr Ben Fairless
Right to Know
By email: [FOI #2890 email]
Dear Mr Fairless
Your Freedom of Information Request
I refer to your request for access to documents under the Freedom of Information Act 1982
). I have taken your request to be for:
'This is a request for the average time taken for a call into a Departmental call centre to be
answered or abandoned for the 2016 year for all of the Department's contact centre queues
(including "Shared Services" such as ICT, Finance, and Escalation teams within the
I would like the data averaged per month for the 2016 year, separated by each group - If you
use a Contact Centre Solution such as Cisco Call Centre, this data should be easily
accessible from within that application and shouldn't take much time to obtain.’
I am authorised to make decisions under section 23(1) of the FOI Act.
I have considered your request under the Freedom of Information Act 1982
(the FOI Act
Your request does not currently meet the requirements for the department to release documents to
you under the FOI Act.
The FOI Act provides a right of access to documents. The terms of your request are more akin to a
query for information, rather than a request for documents of an agency. Providing answers to
questions posed by applicants is not a function envisioned by the legislation. In order for the
department to identify relevant material, we ask that you clarify the scope of your request and
specify the documents you are seeking.
The department will consider your request valid from the date that we receive your revision. If you do not reply within 30 days from the date of this letter, I will understand that you no
longer wish to proceed with the matter and I will consider the matter finalised.
How to make an FOI request
You can submit your request by post, email or you can attend a departmental office but your
be in writing;
state that the request is an application for the purposes of the FOI Act;
provide information about the documents to assist us to process your request; and
provide an address for reply.
If you would like to proceed please reply in writing specifying what documents you require under the
Reply by mail to:
o Department of Human Services, PO Box 7820, Canberra BC, ACT, 2610. No stamp
is required for this PO Box number.
Reply by e-mail to:
o [email address]
If you have any questions please email [email address].
Freedom of Information Legal Team
FOI and Litigation Branch | Legal Services Division
Department of Human Services [email address]