Document created in accordance with section 17 of the
Freedom of Information Act 1982 (Cth)
FOI reference number:
30049
Request details:
Data for the after-hours counsel ing service for the financial years 2017/18 and 2018/19, namely:
•
Calls received.
•
Average Call abandonment rate, in percentage terms, and
•
Average call wait time (seconds).
For the 2017-18 and 2018-19 financial years
FY 2017-18
FY 2018-19
1 July 2017 – 30 June 2018
1 July 2018 – 30 June 2019
Number of incoming calls
10,632
13,103
Total calls abandoned
2,372
1,801
Average Call abandonment rate, in
percentage terms
22.31%
13.74%
Calls answered
8,260
11,301
(= incoming – abandoned)
Average call wait time (min:secs)
Data not available
0:55 secs