If not delivered return to PO Box 7820 Canberra BC ACT 2610
7 May 2019
Our reference: LEX 43983
Ms Evelyn Doyle
Only by email:
xxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx Dear Ms Doyle
Acknowledgement of your Freedom of Information Request
I refer to your request for access to documents under the
Freedom of Information Act 1982
(the
FOI Act). You requested access to:
'I note in a Sydney Morning Herald newspaper article dated 30 October 2018, there is
mention of a $51m trial to outsource Centrelink call centre services to Serco.
Since then, the department has proceeded with a large call centre outsourcing project
to various companies based on the report outlining the findings of the trial, and from
which the decision to outsource was made.
I would like to request under the FOI Act any documents (briefings, correspondence
etc) or emails which:
1. Outline the reasons for outsourcing Centrelink call centre functions.
2. Provide details of the costings and any savings for outsourcing Centrelink call
centre functions.
3. Provides details of any risk factors in outsourcing Centrelink call centre functions'.
Your request was received by the department on 29 April 2019 and the 30 day statutory
period for processing your request commenced from the day after that date. You should
therefore expect a decision from us by 29 May 2019. The period of 30 days may be extended
if we need to consult third parties or for other reasons. We will advise you if this happens.
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. No charge is payable for providing a
person with their own personal information.
Your Address
The FOI Act requires that you provide us with an address which we can send notices to. You
have advised your electronic address is
xxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx. 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
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.
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Administrative Release of Documents
The department has administrative access arrangements ('the arrangements') for the release
of certain documents without the need for a formal FOI request. Unless you advise us
otherwise, in processing your request we may provide you with documents under these
arrangements where appropriate. The arrangements do not extend to information or
materials of third parties. You will be notified when documents are released to you under the
arrangements.
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 staff details
The department is working towards ensuring that all staff 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
xxx.xxxxx.xxxx@xxxxxxxxxxxxx.xxx.xx
Yours sincerely
FOI Registration Officer
Freedom of Information Team
Employment Law and Freedom of Information Branch | Legal Services Division
Department of Human Services
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Department of Human Services
