FOI LEX 28022
SECURITY CLASSIFICATION 
 
 
 
 
Minister’s office Information Request 
MB17-000184 
SUBJECT:  MEDIA REQUEST JJJ HACK PROGRAM 
 
 
 
 
Question/s raised by Minister’s office: 
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requires an urgent brief for the Minister to do media this afternoon, the JJJ hack 
program. 
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. 
Response: 
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  
14 minutes.  
Face to Face Wait Times  
  The wait time in our offices range between 10 to 15 minutes on average. 
 
Cleared by:  Bridget Brill  
   
s 22
  
 
Date:   21 February 2017 
SECURITY CLASSIFICATION 
 
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