Date: Fri, 24 Feb 2017 00:45:34 +0000
Subject: Re: 02. Request to clarify - Mark R Diamond - Reason Codes
From: "Mark R. Diamond" <[FOI #3114 email]>
To: Kate Friedrich <[email address]
Attention: Ms Kate Friedlich
Level 11, 100 Arthur Street
North Sydney NSW 2060
Dear Ms Friedlich,
In re: Reason codes
Thank you for your email of 23 February 2017 explaining that the scope of my request is likely to be to large for nbn to process. It would probably help me to limit the scope of my request if you could tell me whether there are broad sub-categories of Trouble Ticket In Progress-Pending and In Progress-Held notifications, and broad categories of Trouble Ticket Resolved notifications. From what you have said, it looks as if "lists relating to service incidents" one such sub-category. Are there others, or have I misunderstood what you are saying?
It would also help if you could clarify how it is that a person creating a trouble ticket will have any idea what code to put on it? For example, if a service person has to reschedule and leaves a notice with "Reason XBNF1104, Reschedule required", where did the XBNF1104 code come from? Is it just a private code that only that person is meant to understand, would it be understood by someone else in the NBN Co? ... and if so, how would they know what it means? Can they look up the code they need in a database or on a service app?
Lastly, do the codes change each day or month, or is that code XBNF1104 something that will have meaning (and still be usable) the week after it was written?
Some clarification of those issue would be a great help to me in limiting the relevant date range for any search and limit other aspects of the documents I seek.
Mark R. Diamond
Thank you for your email attached, seeking access to documents under the
Freedom of Information Act 1982 (FOI Act), specifically:
… a list of the standard reason codes and their associated descriptions
for Trouble Ticket In Progress-Pending and In Progress-Held notifications,
and a list of the standard resolution codes and their associated
descriptions for Trouble Ticket Resolved notifications.
Request to clarify and request consultation
Please note that under the FOI Act, members of the public have a general
right of access to specific documents, subject to certain exemptions.
Under section 15(2) of the FOI Act, a valid FOI request must provide such
information concerning the requested document as is reasonably necessary
to enable nbn to identify it.
In light of the time likely to be required to process this request in its
current form, I am of the opinion that it would be an unreasonable
diversion of nbn’s resources, per sections 24 and 24AA of the FOI Act.
This is because there are scores of data that may fit within the scope of
your request. In this regard, until the terms of your request are
clarified, the statutory time frame for processing this request will not
As a starting point, it may be helpful to specify the types of trouble
tickets you are interested in. For example, is it lists relating to
service incidents you are seeking? It may also assist to name a timeframe.
I’d be happy to discuss how to best clarify the scope of the request, so
please feel free to call me (02) 9927 4118.
nbn’s Commercial Activities Exemption
Documents that relate to nbn’s “commercial activities” are not subject to
the operation of the FOI Act. The following link summarises and provides
general background information concerning nbn’s commercial activities
exemption (CAE) or carve-out. That background document references two
Office of the Australian Information Commissioner reviews that considered
nbn’s CAE in January 2012 (the Internode Decision) and again in July
2013 (the Battersby Decision), with those decisions hyperlinked. While
I am not making a formal decision, nor have I reviewed any relevant
documents, there is a possibility that documents falling within this FOI
request may be subject to the CAE.
Processing Period & Charges
The statutory period for processing an FOI request is 30 days, subject to
any suspension of the processing period or extension of the time for
deciding the application. For the reasons outlined above, nbn will not
formally acknowledge, nor commence the processing of this request until
the terms of this FOI application have been sufficiently clarified. Please
also note that processing charges may be imposed in relation to FOI
requests. You will be advised of any charges in relation to your FOI
request. For reference, nbn’s approach to processing charges is outlined
at the following hyperlink: Submission to the Office of the Australian
Information Commissioner Charges Review. In particular, nbn supports—and
will generally apply—Recommendation 24 in the Hawke Review into FOI
Legislation (the Hawke Review) as a benchmark in reviewing FOI
applications. For your reference, Recommendation 24 suggests a 40-hour
ceiling for all FOI processing charges.
Please also be advised that nbn is required to publish documents on its
website within 10 working days after the release of the documents to an
FOI applicant. The information you seek may be published in full (as
released to the applicant) or with some additional redactions, based upon
exceptions under section 11C of the FOI Act. For further information
please visit our website and click on the Disclosure Log link.
If you have any questions about this matter, please feel free to call me.
Senior Legal Counsel – FOI, Privacy & Knowledge Management
P +61 2 9927 4118| E [email address]
Level 11, 100 Arthur Street, North Sydney, NSW 2066
* Monday, Tuesday, Wednesday, Thursday
7. mailto:[email address]
Please use this email address for all replies to this request:
[FOI #3114 email]
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