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Engaging Labour Hire for Call Centre Duties

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Dear Department of Veterans' Affairs,

May I please view a copy of the procurement documentation/out to market/tender in regards to seeking call centre staff services within the department (in the last 3 months).

May I please have a copy of the call centre staff services duties/description/role information outlining the service requirements of call centre staff (in the last 3 months).

Yours faithfully,

Penny

INFORMATION.ACCESS, Department of Veterans' Affairs

***Important message***

Thank you for your email.

 

Your email has been received by National Information Access Processing
Team within the Department of Veterans’ Affairs.

 

Please note that we only action and respond to access requests made under
the following Acts:

·         Freedom of Information Act 1982 (the FOI Act)

·         Privacy Act 1988

·         [1]Safety, Rehabilitation and Compensation (Defence-related
Claims) Act 1988

·         [2]Military Rehabilitation and Compensation Act 2004.

 

If your email is a request for documents under the FOI Act, we will
contact you within 14 days to acknowledge your request. Please do not send
duplicate emails as this may cause delays in response time-frames.

 

We are committed to processing all requests as quickly as possible. We
will contact you if there are any delays and if more time is needed to
finalise your request. Further information will be provided to you when
the Department responds to your request.

 

For more information about Information Access please visit the
Department’s website at [3]Freedom of information | Department of
Veterans' Affairs (dva.gov.au)

 

For more information about Freedom of Information generally, please visit
the Office of the Australian Information Commissioner’s website at
[4]Freedom of information — OAIC

 

Important note: For matters not relating to Information Access, please
refer to the ‘Contact us’ page on the Department’s website at [5]Contact
us | Department of Veterans' Affairs (dva.gov.au)

 

Thank you.

 

National Information Access Processing Team

Client Access and Rehabilitation Branch

Department of Veterans’ Affairs

References

Visible links
1. https://www.legislation.gov.au/Series/C1...
2. https://www.legislation.gov.au/Series/C2...
3. https://www.dva.gov.au/about-us/overview...
4. https://www.oaic.gov.au/freedom-of-infor...
5. https://www.dva.gov.au/about-dva/contact...

INFORMATION.LAW, Department of Veterans' Affairs

1 Attachment

Dear Penny

 

Freedom of Information Request: FOI 43595

 

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 31 May 2021 and
was made in the following terms:

 

“…May I please view a copy of the procurement documentation/out to
market/tender  in regards to seeking call centre staff services within the
department (in the last 3 months).

 

May I please have a copy of the call centre staff services
duties/description/role information outlining the service requirements of
call centre staff (in the last 3 months)..”

 

In accordance with section 15(5)(b) of the FOI Act, the due date for a
decision on your request is 30 June 2021.

 

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.

 

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,

 

Famida (Position Number 62212449)

Information Access Officer

Information Law Section

Legal Services and Audit Branch

Department of Veterans’ Affairs

t 1800 555 254 | e [4][email address] | [5]www.dva.gov.au

p GPO Box 9998, Canberra ACT 2601

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

P Please consider the environment before printing this email

 

show quoted sections

INFORMATION.LAW, Department of Veterans' Affairs

1 Attachment

Dear Penny,

 

I would like to engage with you in an informal consultation regarding the
scope of FOI 43595.

 

Could you please clarify whether there is a specific business area of the
Department that this FOI request relates to. I note that each business
area in the Department undertakes their own tendering processes for the
roles required for their business areas. The job descriptions for these
positions may also differ depending on the needs of different Departmental
business areas.

 

As such I would be grateful if you could please confirm whether:

 

·       Your FOI request is specific to one or more Departmental business
area(s); or

·       Whether you are requesting information relevant to higher-level
procurement and labour hire processes.

 

I would be grateful for your response no later than COB 9 June 2021.

 

Kind regards,

 

Famida (Position Number 62212449)

Information Access Officer

Information Law Section

Legal Services and Audit Branch

Department of Veterans’ Affairs

t 1800 555 254 | e [1][email address] | [2]www.dva.gov.au

p GPO Box 9998, Canberra ACT 2601

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

P Please consider the environment before printing this email

IMPORTANT: This document contains legal advice and may be subject to legal
professional privilege. Unless it is waived or lost, legal professional
privilege is a rule of law that, in part, provides that the client need
not disclose confidential communications between a legal practitioner and
client. To keep this privilege, the purpose and content of this advice
must only be disclosed to persons who have a need to know and on the basis
that those persons also keep it confidential.

You should consider this advice and take it into account when forming a
decision on how best to proceed. If you decide to adopt a position that
does not align with this advice, you should not state that DVA Legal
Services & Audit Branch has cleared or endorsed a particular position.

 

From: INFORMATION.LAW
Sent: Tuesday, 1 June 2021 4:41 PM
To: '[FOI #7362 email]'
Cc: INFORMATION.LAW
Subject: Acknowledgment of your FOI request – FOI 43595 [SEC=OFFICIAL]

 

Dear Penny

 

Freedom of Information Request: FOI 43595

 

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 31 May 2021 and
was made in the following terms:

 

“…May I please view a copy of the procurement documentation/out to
market/tender in regards to seeking call centre staff services within the
department (in the last 3 months).

 

May I please have a copy of the call centre staff services
duties/description/role information outlining the service requirements of
call centre staff (in the last 3 months)..”

 

In accordance with section 15(5)(b) of the FOI Act, the due date for a
decision on your request is 30 June 2021.

 

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.

 

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 [4]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
[5]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: [6][email address]

 

 

Yours sincerely,

 

Famida (Position Number 62212449)

Information Access Officer

Information Law Section

Legal Services and Audit Branch

Department of Veterans’ Affairs

t 1800 555 254 | e [7][email address] | [8]www.dva.gov.au

p GPO Box 9998, Canberra ACT 2601

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

P Please consider the environment before printing this email

 

show quoted sections

INFORMATION.LAW, Department of Veterans' Affairs

1 Attachment

Dear Penny,

 

Just writing to follow up on my informal consultation on the scope of FOI
43597.

 

Could you please clarify the aspects of the request that have been noted
in my email of 7 June 2021. A response from you would greatly assist the
Department in being able to identify the correct business area to assist
with the search and retrieval process for this request.

 

I would be grateful for your response at your earliest convenience.

 

Kind regards,

 

Famida Rahman

Information Access Officer

Information Law Section

Legal Services and Audit Branch

Department of Veterans’ Affairs

t 02 6289 6116 | ext 616116

e [1][email address]

P Please consider the environment before printing this email

IMPORTANT: This document contains legal advice and may be subject to legal
professional privilege. Unless it is waived or lost, legal professional
privilege is a rule of law that, in part, provides that the client need
not disclose confidential communications between a legal practitioner and
client. To keep this privilege, the purpose and content of this advice
must only be disclosed to persons who have a need to know and on the basis
that those persons also keep it confidential.

You should consider this advice and take it into account when forming a
decision on how best to proceed. If you decide to adopt a position that
does not align with this advice, you should not state that DVA Legal
Services & Audit Branch has cleared or endorsed a particular position.

 

From: INFORMATION.LAW
Sent: Monday, 7 June 2021 6:04 PM
To: '[FOI #7362 email]'
Cc: INFORMATION.LAW
Subject: Informal Consultation on Scope for FOI 43595 [SEC=OFFICIAL]

 

Dear Penny,

 

I would like to engage with you in an informal consultation regarding the
scope of FOI 43595.

 

Could you please clarify whether there is a specific business area of the
Department that this FOI request relates to. I note that each business
area in the Department undertakes their own tendering processes for the
roles required for their business areas. The job descriptions for these
positions may also differ depending on the needs of different Departmental
business areas.

 

As such I would be grateful if you could please confirm whether:

 

·         Your FOI request is specific to one or more Departmental
business area(s); or

·         Whether you are requesting information relevant to higher-level
procurement and labour hire processes.

 

I would be grateful for your response no later than COB 9 June 2021.

 

Kind regards,

 

Famida (Position Number 62212449)

Information Access Officer

Information Law Section

Legal Services and Audit Branch

Department of Veterans’ Affairs

t 1800 555 254 | e [2][email address] | [3]www.dva.gov.au

p GPO Box 9998, Canberra ACT 2601

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

P Please consider the environment before printing this email

IMPORTANT: This document contains legal advice and may be subject to legal
professional privilege. Unless it is waived or lost, legal professional
privilege is a rule of law that, in part, provides that the client need
not disclose confidential communications between a legal practitioner and
client. To keep this privilege, the purpose and content of this advice
must only be disclosed to persons who have a need to know and on the basis
that those persons also keep it confidential.

You should consider this advice and take it into account when forming a
decision on how best to proceed. If you decide to adopt a position that
does not align with this advice, you should not state that DVA Legal
Services & Audit Branch has cleared or endorsed a particular position.

 

From: INFORMATION.LAW
Sent: Tuesday, 1 June 2021 4:41 PM
To: '[FOI #7362 email]'
Cc: INFORMATION.LAW
Subject: Acknowledgment of your FOI request – FOI 43595 [SEC=OFFICIAL]

 

Dear Penny

 

Freedom of Information Request: FOI 43595

 

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 31 May 2021 and
was made in the following terms:

 

“…May I please view a copy of the procurement documentation/out to
market/tender in regards to seeking call centre staff services within the
department (in the last 3 months).

 

May I please have a copy of the call centre staff services
duties/description/role information outlining the service requirements of
call centre staff (in the last 3 months)..”

 

In accordance with section 15(5)(b) of the FOI Act, the due date for a
decision on your request is 30 June 2021.

 

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.

 

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 [5]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
[6]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: [7][email address]

 

 

Yours sincerely,

 

Famida (Position Number 62212449)

Information Access Officer

Information Law Section

Legal Services and Audit Branch

Department of Veterans’ Affairs

t 1800 555 254 | e [8][email address] | [9]www.dva.gov.au

p GPO Box 9998, Canberra ACT 2601

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

P Please consider the environment before printing this email

 

show quoted sections

We don't know whether the most recent response to this request contains information or not – if you are Penny please sign in and let everyone know.