Good morning Mr Ashmore,

 

Freedom of Information Request: FOI 30049

 

I refer to your request for access to documents held by the Department of
Veterans’ Affairs (Department) under the Freedom of Information Act 1982
(FOI Act). Your request was received by the Department on 7 July 2019 and
was made in the following terms:

 

The information I am seeking is in relation to the after-hours counselling
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).

 

I apologise for the delay in acknowledging receipt of your request.

 

The Department received two copies of the above request on 7 July 2019.
Can you please confirm whether the duplicate email was sent in error and
you are happy for only one request to be processed.

 

In accordance with section 15(5)(b) of the FOI Act, the due date for a
decision on your request is 6 August 2019.

 

When the processing period may be extended or suspended

 

The current due date may be extended by up to 30 days if agreed by you
(section 15AA of the FOI Act). Also, the due date may be extended by an
additional 30 days in each instance, if your request is considered
voluminous or complex (section 15AB of the FOI Act) or if the Department
is required to undertake a third party consultation (sections 26A, 27 or
27A of the FOI Act). If any of these extensions apply, the Department will
notify you.

 

Additionally, there are occasions where the time to process your request
may be suspended. This will usually take place if a practical refusal
consultation process takes place (section 24AB of the FOI Act) or if a
charges notice is issued to process your request (section 29 of the FOI
Act). If the Department decides that either of these apply to your
request, the Department will notify you.

 

We will write again when the Department has more information. Further
information on FOI processing can be found at the website of the Office of
the Australian Information Commissioner at [1]https://www.oaic.gov.au/.

 

Publication of documents

Please note that information released under the FOI Act may later be
published online on our disclosure log at
[2]https://www.dva.gov.au/about-dva/freedom...
subject to certain exceptions, such as if the documents relate to your own
personal information. The Department will advise you in its decision
whether details of your request will be published on the disclosure log or
not.

Contacting us about your request

 

We will contact you using the email address you have provided. Please
advise if you would prefer us to use an alternative means of contact.

 

If you have any questions, please contact us using the following details:

 

Post:                      Information Law Section, Legal Services & Audit
Branch

GPO Box 9998 CANBERRA   ACT   2601

Facsimile:            (02) 6289 6337

Email:                   [3][email address]

 

Yours sincerely,

Jo

 

Jo (Position Number: 6221 0326)

Information Law Section | Legal Services and Audit Branch

Integrity, Assurance and Communications Division

Department of Veterans’ Affairs
E: [4][email address] | W: [5]www.dva.gov.au

 

[6]cid:image001.png@01D0027A.1DAB84F0

 

References

Visible links
1. https://www.oaic.gov.au/
2. https://www.dva.gov.au/about-dva/freedom...
3. mailto:[email address]
4. mailto:[email address]
5. http://www.dva.gov.au/

Good afternoon Mr Ashmore,

 

Please find attached a statement of reasons and one document in relation
to your FOI request (FOI 30049).

 

Kind regards

Jo

 

Jo (Position Number: 6221 0326)

Information Law Section | Legal Services and Audit Branch

Integrity, Assurance and Communications Division

Department of Veterans’ Affairs
E: [1][email address] | W: [2]www.dva.gov.au

 

[3]cid:image001.png@01D0027A.1DAB84F0

 

References

Visible links
1. mailto:[email address]
2. http://www.dva.gov.au/