FOI LEX 28022
Minister’s office Information Request
SUBJECT: MEDIA REQUEST JJJ HACK PROGRAM
Question/s raised by Minister’s office:
requires an urgent brief for the Minister to do media this afternoon, the JJJ hack
Please get her urgently all information relating to youth allowance, the wait time on the
phone, the number of applications on hand, the processing times. Please also give her the data
on the call wait times across all phone lines and in shop wait times.
Youth Allowance (Students)
Wait time on the phone -
Approximately 20 to 30 minutes during peak period.
Number of applications on hand -
The volume of student claims on hand varies
from week to week with approximate averages of between 5000 to 35000 claims on
hand depending on the time of year.
Processing times -
The average time to process new student claims is currently sitting
at approximately four weeks, however this result can vary depending on the
individual student circumstances. At this time of year, the Department receives
between 7000 to 10000 new claims a week.
Call Wait Times in February (Peak Period)
Disabilities, Sickness and Carers Approximately 26 minutes
Employment Services Approximately 28 minutes
Families and Parenting Approximately 13 minutes
Older Australians Approximately 17 minutes
Participation Approximately 34 minutes
Other Approximately 7 minutes
The Department’s financial year to date average speed of answer is approximately
Face to Face Wait Times
The wait time in our offices range between 10 to 15 minutes on average.
Cleared by: Bridget Brill
Date: 21 February 2017