Information Access Unit ‘High’ volume of requests automated response
Dear Department of Veterans' Affairs,
I request the date when the Department of Veterans Affairs first started using the below automatic acknowledgement of emails sent to the Information Access Unit.
“Thank you for your email. Please accept this automatic reply as
confirmation the Information Access Unit (IAU) has received your email.
Please note the IAU is currently experiencing a high volume of requests.
We are working as quickly as possible to process your request. We
appreciate your patience.”
I also request the number of days the Department of Veterans Affairs has used the above automated response for all external emails to the Information Access Unit (IAU).
Can you also provide information on what is a ‘normal’ volume of requests for the Information Access Unit, and what is considered a ‘high’ volume in comparison.
Yours faithfully,
Jenny
Thank you for your email. Please accept this automatic reply as
confirmation the Information Access Unit (IAU) has received your email.
Please note the IAU is currently experiencing a high volume of requests.
We are working as quickly as possible to process your request. We
appreciate your patience.
Dear Jenny,
The Department of Veterans' Affairs (the department) has received your
request for access to information under the Freedom of Information Act
1982 (FOI Act). I note you have requested access to the following:
'...I request the date when the Department of Veterans Affairs first
started using the below automatic acknowledgement of emails sent to the
Information Access Unit.
"Thank you for your email. Please accept this automatic reply as
confirmation the Information Access Unit (IAU) has received your email.
Please note the IAU is currently experiencing a high volume of requests.
We are working as quickly as possible to process your request. We
appreciate your patience."
I also request the number of days the Department of Veterans Affairs has
used the above automated response for all external emails to the
Information Access Unit (IAU).
Can you also provide information on what is a 'normal' volume of requests
for the Information Access Unit, and what is considered a 'high' volume in
comparison...'
Your request was received by the department on 17 November 2023 and the
ordinary 30 day statutory period for processing your request commenced
from the day after that date.
If we are in a position to make a decision on your request earlier than
this date, we will endeavour to do so.
The statutory period may also be extended if we need to consult third
parties or for other reasons permitted under the FOI Act. We will advise
you if this happens.
Charges
The Department will notify you within 14 days of an estimate of the
charges that will apply to your request for non-personal information
before we process any requested documents or impose a final charge.
Your address
The FOI Act requires that you provide us with an address that we can send
notices to. You have advised your contact address is
[1][FOI #10884 email] . Unless you tell us
otherwise, we will send all notices and correspondence to this address.
Disclosure log
Information released under the FOI Act may be published on a disclosure
log on our website, subject to certain exceptions. These exceptions
include where publication of personal, business, professional or
commercial information would be unreasonable.
Further assistance
If you have any questions about your request, please email
[2][DVA request email]
Yours sincerely
Kevin| Information Access Officer
Position 62373493
Information Access Unit
Ministerial, International & Stakeholder Relations Branch
Ministerial, Communication & Engagement Division
Department of Veterans’ Affairs
1800 VETERAN (1800 838 372)
[3][DVA request email]
[4]www.dva.gov.au
[5]cid:image008.jpg@01D8EA24.8F7FA8A0
[6]cid:image009.jpg@01D8EA24.8F7FA8A0
References
Visible links
1. mailto:[FOI #10884 email]
2. mailto:[DVA request email]
3. mailto:[DVA request email]
4. http://www.dva.gov.au/
Good afternoon
Please find attached decision letter and document related to your FOI
request under LEX 62810.
Kind regards
Joshua | A/g Assistant Director
Position Number: 62336362
Information Access Unit
Ministerial, International & Stakeholder Relations Branch
Ministerial, Communication & Engagement Division
Department of Veterans’ Affairs
1800 VETERAN (1800 838 372)
[1][DVA request email]
[2]www.dva.gov.au
References
Visible links
1. mailto:[DVA request email]
2. http://www.dva.gov.au/
Dear INFORMATION.ACCESS,
Because you answered this as an FOI in lieu of an administrative access request, only one of the four questions got answered.
That was when you began using that automated reply stating ‘high volume’ - the first question - which from your response was the beginning of August this year.
The second question - how long the the ‘high volume’ automated reply has been used - can be inferred from the fact that this automated reply claiming ‘high volume’ is still in use, so continuously since early August.
But the third and fourth questions cannot be inferred and has not been answered by the Department.
This was can the Information Access Unit (IAU) “also provide information on what is a ‘normal’ volume of requests for the Information Access Unit, and what is considered a ‘high’ volume in comparison.”
The ‘high volume’ automated reply is being used continuously, regardless of changes in FOIs received. Shouldn’t it only be used exceptionally, not as a default?
Yours sincerely,
Jenny
Thank you for your email. Please accept this automatic reply as
confirmation the Information Access Unit (IAU) has received your email.
Please note the IAU is currently experiencing a high volume of requests.
We are working as quickly as possible to process your request. We
appreciate your patience.
Dear Department of Veterans' Affairs,
On 9 December I followed up my administrative access request to try and receive a response to the questions I asked, but still have received no response. That follow up is below.
Dear INFORMATION.ACCESS,
Because you answered this as an FOI in lieu of an administrative access request, only one of the four questions got answered.
That was when you began using that automated reply stating ‘high volume’ - the first question - which from your response was the beginning of August this year.
The second question - how long the the ‘high volume’ automated reply has been used - can be inferred from the fact that this automated reply claiming ‘high volume’ is still in use, so continuously since early August.
But the third and fourth questions cannot be inferred and has not been answered by the Department.
This was can the Information Access Unit (IAU) “also provide information on what is a ‘normal’ volume of requests for the Information Access Unit, and what is considered a ‘high’ volume in comparison.”
The ‘high volume’ automated reply is being used continuously, regardless of changes in FOIs received. Shouldn’t it only be used exceptionally, not as a default?
Yours sincerely,
Jenny
Can you please respond to those requests for information.
Yours faithfully,
Jenny
Dear Department of Veterans' Affairs,
On 9 and 21 December I followed up my administrative access request to try and receive a response to the questions I asked, but still have received no response. That follow up is below.
Dear INFORMATION.ACCESS,
Because you answered this as an FOI in lieu of an administrative access request, only one of the four questions got answered.
That was when you began using that automated reply stating ‘high volume’ - the first question - which from your response was the beginning of August this year.
The second question - how long the the ‘high volume’ automated reply has been used - can be inferred from the fact that this automated reply claiming ‘high volume’ is still in use, so continuously since early August.
But the third and fourth questions cannot be inferred and has not been answered by the Department.
This was can the Information Access Unit (IAU) “also provide information on what is a ‘normal’ volume of requests for the Information Access Unit, and what is considered a ‘high’ volume in comparison.”
The ‘high volume’ automated reply is being used continuously, regardless of changes in FOIs received. Shouldn’t it only be used exceptionally, not as a default?
Yours sincerely,
Jenny
Can you please respond to those requests for information.
Yours faithfully,
Jenny
Dear Department of Veterans' Affairs,
Dear Department of Veterans' Affairs,
On 9 and 21 December and 18 January 2024 I followed up my administrative access request to try and receive a response to the questions I asked, but still have received no response. That follow up is below.
Dear INFORMATION.ACCESS,
Because you answered this as an FOI in lieu of an administrative access request, only one of the four questions got answered.
That was when you began using that automated reply stating ‘high volume’ - the first question - which from your response was the beginning of August this year.
The second question - how long the the ‘high volume’ automated reply has been used - can be inferred from the fact that this automated reply claiming ‘high volume’ is still in use, so continuously since early August.
But the third and fourth questions cannot be inferred and has not been answered by the Department.
This was can the Information Access Unit (IAU) “also provide information on what is a ‘normal’ volume of requests for the Information Access Unit, and what is considered a ‘high’ volume in comparison.”
The ‘high volume’ automated reply is being used continuously, regardless of changes in FOIs received. Shouldn’t it only be used exceptionally, not as a default?
Yours sincerely,
Jenny
Can you please respond to those requests for information.
Yours faithfully,
Jenny
Good morning Jenny
In relation to your queries, there is no document on what is a 'normal' volume of requests.
However when we consider that we have received over 1500 requests since August 2023 related to the MATES program, we believe that this accurately reflects a high volume of requests received by the Department that we are working through as quickly as possible.
The continued use of the 'high volume' automated reply is reflective of the current volume of requests DVA continues to receive. If however in the future DVA experiences a continued reduction in the volume of requests received, we would consider updating our automated reply.
Kind regards
Joshua | Assistant Director
Position Number: 62336362
Information Access Unit
Ministerial, International & Stakeholder Relations Branch
Ministerial, Communication & Engagement Division
Department of Veterans’ Affairs
1800 VETERAN (1800 838 372)
[DVA request email]
www.dva.gov.au
Dear INFORMATION.ACCESS,
It seems that is as close to answers that the Department will provide, so I am going to mark this as a partial response in that some questions were not answered and others only partially.
It is not really relevant, in terms of extended and prolonged use of this “high demand” automated reply, what was happening many months ago and if the Department is unable or unwilling to articulate what constitutes normal and what constitutes high and just uses such a notice indiscriminately then it’s not ethical or appropriate to use in that way.
But thank you for your statement that you have received over 1,500 administrative access and freedom of information requests about the MATES program since August 2023 after The Saturday Paper’s article revealing unethical conduct in the DVA/UniSA MATES was published on 29 July 2023 as that is helpful for a different information request I made.
Yours sincerely,
Jenny