FOI 36782
Document created in accordance with section 17 of the Freedom of
Information Act 1982 (Cth)
FOI reference number:
FOI 36782
Request details:
AFTER HOURS COUNSELLING SERVICE:
I request the following data for the after-hours counselling service
for 2019/2020, namely:
: Number of calls received,
: Average call abandonment rate in percentage terms, and
: The average call wait time (seconds).
*Note Open Arms commenced
FY 2019-2020
July 1 2019- April 6 2020 *April 7 2020 - June 30 2020
delivery of in- house 24/7 telephone
support services as of April 7 2020
(Total)
(On The Line)
(Open Arms)
Number of Incoming Cal s
17,784
14,429
3,355
Cal Abandonment Rate %
14.41%
17.09%
2.89%
Average Call Wait Time (Min:Secs)
1:19
1:34
0:18
1