If not delivered return to PO Box 7820 Canberra BC ACT 2610
10 February 2017
Our reference: LEX 24847
Mr Ben Fairless
By email: [FOI #2890 email]
Dear Mr Fairless
Acknowledgement of your Freedom of Information Request
I refer to your request, dated 29 December 2017 and received by the Department of Human
Services (the department
) on the same date, for access under the Freedom of Information
(the FOI Act
) to the following documents:
'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 Department).
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'.
On 11 January 2017 we advised that you could expect a decision from us by
30 January 2017.
The processing time was suspended during a period of consultation under section 24AB. As
this consultation occurred, you can now expect a decision from us by 17 February 2017.
You have revised your request to be for the following:
'A copy of the aggregate data referred to in the Department's letter of Feb 7 2017 in
relation to call centre queues each month, for all months in 2016'.
The department will advise you if a charge is payable to process your request and the
amount of any such charge as soon as practicable.
The FOI Act requires that you provide us with an address which we can send notices to. You
have advised your electronic address is [FOI #2890 email].
We will send all notices and correspondence to this address. Please advise us as soon as
possible if you wish correspondence to be sent to another address or if your address
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changes. If you do not advise us of changes to your address, correspondence and notices
will continue to be sent to the address specified above. Disclosure Log
Please note that information released under FOI Act may be published in a disclosure log on
the department's website. Section 11C of the FOI Act requires this publication, however it is
subject to certain exceptions, including where publication of personal, business, professional
or commercial information would be unreasonable. Exclusion of junior department employee details
The department is working towards ensuring that all employees have a choice about whether
they provide their full name, personal logon identifiers and direct contact details in response
to public enquiries. Where such details are included in the scope of a request, this may add
to processing time and applicable charges as it may be necessary to consider whether the
details are exempt under the FOI Act. On this basis, unless you tell us otherwise, we will
assume that these details are out of scope of your request and they will be redacted under
section 22 of the FOI Act. Further assistance
If you have any questions please email [email address].
Authorised FOI Decision Maker
Freedom of Information Team
FOI and Litigation Branch | Legal Services Division
Department of Human Services [email address]
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Department of Human Services