In re: Reason codes
FOI Requests
nbn
Level 11, 100 Arthur Street
North Sydney NSW 2060
Dear FOI Person,
In re: Reason codes
---------------------
I request a list of the standard reason codes and their associated descriptions for Trouble Ticket In Progress-Pending and In Progress-Held notifications, and a list of the standard resolution codes and their associated descriptions for Trouble Ticket Resolved notifications. If it is possible to provide the requested document under administrative arrangements, please do so. Otherwise, please treat this as a formal application under the Freedom of Information Act, 1982.
Yours faithfully,
Mark R. Diamond
Date: Fri, 17 Feb 2017 03:47:27 +0000
Subject: Freedom of Information request - In re: Reason codes
From: "Mark R. Diamond" <[FOI #3114 email]>
To: FOIOfficer <[email address]>
FOI Requests
nbn
Level 11, 100 Arthur Street
North Sydney NSW 2060
Dear FOI Person,
In re: Reason codes
---------------------
I request a list of the standard reason codes and their associated descriptions for Trouble Ticket In Progress-Pending and In Progress-Held notifications, and a list of the standard resolution codes and their associated descriptions for Trouble Ticket Resolved notifications. If it is possible to provide the requested document under administrative arrangements, please do so. Otherwise, please treat this as a formal application under the Freedom of Information Act, 1982.
Yours faithfully,
Mark R. Diamond
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #3114 email]
Is [NBN Co Limited request email] the wrong address for Freedom of Information requests to NBN Co Limited? If so, please contact us using this form:
https://www.righttoknow.org.au/change_re...
This request has been made by an individual using Right to Know. This message and any reply that you make will be published on the internet. More information on how Right to Know works can be found at:
https://www.righttoknow.org.au/help/offi...
If you find this service useful as an FOI officer, please ask your web manager to link to us from your organisation's FOI page.
-------------------------------------------------------------------
FOI Requests
Attention: Ms Kate Friedlich
nbn
Level 11, 100 Arthur Street
North Sydney NSW 2060
Dear Ms Friedlich,
In re: Reason codes
---------------------
Thank you for your email of 23 February 2017 explaining that the scope of my request is likely to be to large for nbn to process. It would probably help me to limit the scope of my request if you could tell me whether there are broad sub-categories of Trouble Ticket In Progress-Pending and In Progress-Held notifications, and broad categories of Trouble Ticket Resolved notifications. From what you have said, it looks as if "lists relating to service incidents" one such sub-category. Are there others, or have I misunderstood what you are saying?
It would also help if you could clarify how it is that a person creating a trouble ticket will have any idea what code to put on it? For example, if a service person has to reschedule and leaves a notice with "Reason XBNF1104, Reschedule required", where did the XBNF1104 code come from? Is it just a private code that only that person is meant to understand, would it be understood by someone else in the NBN Co? ... and if so, how would they know what it means? Can they look up the code they need in a database or on a service app?
Lastly, do the codes change each day or month, or is that code XBNF1104 something that will have meaning (and still be usable) the week after it was written?
Some clarification of those issue would be a great help to me in limiting the relevant date range for any search and limit other aspects of the documents I seek.
Yours faithfully,
Mark R. Diamond
Hi Mark
Thanks for your email below.
Would you please give me a call on (02) 9927 4118 to discuss clarifying the scope of your request and queries below. Alternatively, do you have a contact number I could reach you on?
Kind regards
Kate
Kate Friedrich
Senior Legal Counsel – FOI, Privacy & Knowledge Management
E [email address]
Hi Mark, just checking again if you have a number I could reach you on to discuss the request below, or if you would like to call me?
Kind regards
Kate
Kate Friedrich
Senior Legal Counsel – FOI, Privacy & Knowledge Management
E [email address]
Dear Ms Friedrich,
Thank you for your latest follow-up email. I have in fact tried to call you on five occasions; three times last week and twice this week. My call has gone through to voice-messaging every time. Since my hearing is not very good, particularly on the telephone, it might not matter too much anyway.
Rather than constantly playing "tag", perhaps you could either help me to clarify my request either by telling me about the questions I asked in my last email, or telling me why that isn't going to help ... and exactly what you need.
Regards,
Mark R. Diamond
Date: Fri, 17 Feb 2017 03:47:27 +0000
Subject: Freedom of Information request - In re: Reason codes
From: "Mark R. Diamond" <[FOI #3114 email]>
To: FOIOfficer <[email address]>
FOI Requests
nbn
Level 11, 100 Arthur Street
North Sydney NSW 2060
Dear FOI Person,
In re: Reason codes
---------------------
I request a list of the standard reason codes and their associated descriptions for Trouble Ticket In Progress-Pending and In Progress-Held notifications, and a list of the standard resolution codes and their associated descriptions for Trouble Ticket Resolved notifications. If it is possible to provide the requested document under administrative arrangements, please do so. Otherwise, please treat this as a formal application under the Freedom of Information Act, 1982.
Yours faithfully,
Mark R. Diamond
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #3114 email]
Is [NBN Co Limited request email] the wrong address for Freedom of Information requests to NBN Co Limited? If so, please contact us using this form:
https://www.righttoknow.org.au/change_re...
This request has been made by an individual using Right to Know. This message and any reply that you make will be published on the internet. More information on how Right to Know works can be found at:
https://www.righttoknow.org.au/help/offi...
If you find this service useful as an FOI officer, please ask your web manager to link to us from your organisation's FOI page.
-------------------------------------------------------------------
Hi Mark
I have received your voicemail today, as an email. I am part time and do not work Fridays, which is why I was not at my desk.
If there are certain times that suit you next week to phone, please let me know, and when we agree a time, I can make sure I am at my desk.
Kind regards
Kate
Hi Mark
I received your voicemails, thank you. I’ve been in meetings and was not
at my desk to take your calls. I note you said you are going to try again
this afternoon, but please note I am in back to back meetings today. If
you were able to leave a return phone number, I’d be happy to try you back
when I get a break.
Alternatively and as foreshadowed previously, if there was a time that
also suited you, I would also be happy to lock that time in the diary for
our discussion. For example, I have full availability between 1 and 2.30pm
and 4 and 5.30pm, tomorrow Thursday 16 March. Please let me know if there
is a window within these times that also suits you.
Kind regards
Kate
Kate Friedrich
Senior Legal Counsel – FOI, Privacy & Knowledge Management
P +61 2 9927 4118| E [1][email address]
Level 11, 100 Arthur Street, North Sydney, NSW 2066
* Monday, Tuesday, Wednesday, Thursday
References
Visible links
1. mailto:[email address]
FOI Requests
Attention: Ms Kate Friedrich
nbn
Level 11, 100 Arthur Street
North Sydney NSW 2060
Dear Ms Friedrich,
In re: Reason codes
---------------------
Dear Ms Friedrich,
Thank you for your latest follow-up email. I tried calling you again today during the times that you mentioned (13.10, 13.26, 13.48, 14.13, 16.48, 17.18) but got put through to voicemail on every occasion. Since telephone seems destined to fail, I'll try with more detail here.
You remarked in your email of 23 February 2017 that, "of the opinion that it would be an unreasonable diversion of nbn’s resources, per sections 24 and 24AA of the FOI Act. This is because there are scores of data that may fit within the scope of your request". I don't understand how you would have reached that conclusion.
In a letter (actually a template of a letter) dated 11 June 2014, and available from nbnco at http://www.nbnco.com.au/content/dam/nbnc... , Susan Huggett, General Manager – Wholesale Supply, explains that the nbnco has introduced "standard reason codes to Trouble Ticket In Progress-Pending and In Progress-Held notifications together with standard resolution codes to Trouble Ticket Resolved Notifications". In light of the standardisation of the coding, and given that it is precisely those codes that I'm seeking, it seems improbable that there are "scores of data" tha might fit within the scope of my request. Rather, the strong implication is that there is a repository (perhaps in the form of a database) that would enable a person to rapidly determine the appropriate code associated with a particular reason for the issuance of a Trouble Ticket".
Note that I am not seeking information about any of the many thousands of trouble tickets that are likely to have been issued, only generic information about how those tickets are coded.
If the information that I have given here does not remove the s 24AA practical refusal reason, I would be grateful if you could tell me why it does not, and what further detail you think is needed to remove the practical refusal reason.
Regards,
Mark R. Diamond
p.s. My apologies for mis-spelling your name in my earlier email!
Date: Thu, 16 Mar 2017 09:57:57 +0000
Subject: Re: Voicemails + scheduling
From: "Mark R. Diamond" <[FOI #3114 email]>
To: Kate Friedrich <[email address]>
FOI Requests
Attention: Ms Kate Friedrich
nbn
Level 11, 100 Arthur Street
North Sydney NSW 2060
Dear Ms Friedrich,
In re: Reason codes
---------------------
Dear Ms Friedrich,
Thank you for your latest follow-up email. I tried calling you again today during the times that you mentioned (13.10, 13.26, 13.48, 14.13, 16.48, 17.18) but got put through to voicemail on every occasion. Since telephone seems destined to fail, I'll try with more detail here.
You remarked in your email of 23 February 2017 that, "of the opinion that it would be an unreasonable diversion of nbn’s resources, per sections 24 and 24AA of the FOI Act. This is because there are scores of data that may fit within the scope of your request". I don't understand how you would have reached that conclusion.
In a letter (actually a template of a letter) dated 11 June 2014, and available from nbnco at http://www.nbnco.com.au/content/dam/nbnc... , Susan Huggett, General Manager – Wholesale Supply, explains that the nbnco has introduced "standard reason codes to Trouble Ticket In Progress-Pending and In Progress-Held notifications together with standard resolution codes to Trouble Ticket Resolved Notifications". In light of the standardisation of the coding, and given that it is precisely those codes that I'm seeking, it seems improbable that there are "scores of data" tha might fit within the scope of my request. Rather, the strong implication is that there is a repository (perhaps in the form of a database) that would enable a person to rapidly determine the appropriate code associated with a particular reason for the issuance of a Trouble Ticket".
Note that I am not seeking information about any of the many thousands of trouble tickets that are likely to have been issued, only generic information about how those tickets are coded.
If the information that I have given here does not remove the s 24AA practical refusal reason, I would be grateful if you could tell me why it does not, and what further detail you think is needed to remove the practical refusal reason.
Regards,
Mark R. Diamond
p.s. My apologies for mis-spelling your name in my earlier email!
FOI Requests
Attention: Ms Kate Friedrich
nbn
Level 11, 100 Arthur Street
North Sydney NSW 2060
Dear Ms Friedrich,
In re: Reason codes
---------------------
Dear Ms Friedrich,
Thank you for your email of 21 March 2017.
You mention at least four possible restrictions that I might consider in relation to the scope of my request, in light of which I think that the following might make sense:
1. Remove the request for resolution related codes and descriptions; consider only Trouble Ticket In Progress-Pending and In Progress-Held notifications.
2. Consider only codes in relation to service incidents rather that any other incidents.
3. Consider only codes currently available for use rather that codes that might have been used in the past but are no longer available for use.
Please let me know whether you think those restrictions would make the request manageable. In addition, may I ask that before you go to the effort of considering a charges notice under s 29, you let me know informally what your rough estimate of any charge (or time) might be. It might save both of us a lot of work!
Regards,
Mark R. Diamond
Hi Mark, thank you for your email below.
This email is to acknowledge receipt of your FOI request, per section 15(5) of the FOI Act.
If you have any questions about this matter before you next hear from me, please feel free to email.
Sincerely,
Kate
Kate Friedrich
Senior Legal Counsel – FOI, Privacy & Knowledge Management
P +61 2 9927 4118| E [email address]
Level 11, 100 Arthur Street, North Sydney, NSW 2066
* Monday, Tuesday, Wednesday, Thursday
Dear Mr Diamond
Please see attached an advance deposit request in relation to your FOI
request.
Kind regards
Kate
Kate Friedrich
Senior Legal Counsel – FOI, Privacy & Knowledge Management
P +61 2 9927 4118| E [1][email address]
Level 11, 100 Arthur Street, North Sydney, NSW 2066
References
Visible links
1. mailto:[email address]
FOI Requests
nbn
Level 11, 100 Arthur Street
North Sydney NSW 2060
Dear Ms Friedrich,
Re: Request under the Freedom of Information Act 1982
Your reference: 1617/43.26
-----------------------------------------------------
Thank you for your letter of 20 April 2017 in which you outline the charges payable in respect of my request for documents relating reason codes.
I decline to pay the charge.
Yours faithfully,
Mark R. Diamond
Mark R. Diamond left an annotation ()
I have marked this request as having been withdrawn, not because I have withdrawn it, nor because I want to withdraw it. Instead, the operation of section 29(1)(g) will mean that my request "will be taken to have been withdrawn" in virtue of my failure either to pay the charge or make a contention about it.
Mark R. Diamond left an annotation ()
See also: "Explanation of reason codes for NBN instalation" (https://www.righttoknow.org.au/request/e... ) by Navin Doloswala (https://www.righttoknow.org.au/user/navi... )