If not delivered return to PO Box 7820 Canberra BC ACT 2610
21 January 2021
Our reference: LEX 60515
Mr Ben Fairless
Only by email:
xxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx Dear Mr Fairless
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:
Background: There are messages on customer service lines reminding customers
that they will be treated with courtesy and respect, and asking that customers treat
staff the same way.
Would you be able to provide the documents in relation to the decision to have this
message installed on customer service lines?
I am happy for the names and direct contact details (but not positions) of individuals
to be excluded as irrelevant under this request.’
Please consider processing this request administratively (outside the FOI Act) if
possible. If you are unable to do so, please consider it a formal FOI request.
Your request was received by the agency on 19 January 2021 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 18 February 2021. 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 agency 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 agency 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 agency'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 agency 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 emai
l xxx.xxxxx.xxxx@xxxxxxxxxxxxxxxxx.xxx.xx. Yours sincerely
Alexandra
FOI Registration Officer
Freedom of Information Team
Employment Law and FOI | Legal Services Division
Services Australia
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