NBN Installer records showing missed appointments

Josh Stewart made this Freedom of Information request to NBN Co Limited

The request was refused by NBN Co Limited.

From: Josh Stewart

Delivered

Dear NBN Co Limited,

I am seeking any records you have that show instances where NBN
technicians have not attended installations or service call outs
when scheduled to do so. This includes missed bookings with reasons
such as (But not limited to) "Technician Shortfall" etc.

Ideally I would like to see records for this over a recent 12 month
period (Rolling 12 month or 2015 calendar year). I do not need any
record details that would include any personal information, just a
date and a reason for not attending the booking. If other details
such as installation type (FTTP, FTTB, FTTN etc) can be included,
that would also be of assistance.

Yours faithfully,

Josh Stewart

Link to this

From: David Mesman
NBN Co Limited


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Attachment 02A.Request to Clarify.pdf
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For your reference.

 

Best regards, DJM

 

David J Mesman

General Counsel – FOI, Privacy & Knowledge Management

P +61 2 8918 8596| E [1][email address]

Level 10, 100 Arthur Street, North Sydney, NSW 2066

[2]cid:67DF297C-E4F7-4057-B96D-81E38821B52C   
[3]cid:2A7730FD-888B-430F-A80B-19FF030ECB54 
[4]cid:96E8DD86-300F-4E07-90CA-584EFAF1831A 
[5]cid:F6EF3436-8BDE-4B7F-A675-8FDAFD10DE91 
[6]cid:E93E7EFA-A9D8-4689-915B-7649E37C40C4 
[7]cid:E95F0813-5FB7-4B66-8796-5FFD5FF8FC80 
[8]cid:4EA8D93D-C8C4-4162-BD29-AFDAA18B3714

 

 

References

Visible links
1. mailto:[email address]
2. http://www.nbn.com.au/
3. http://www.facebook.com/nbnaustralia
4. http://au.linkedin.com/company/nbn-co-li...
5. http://www.twitter.com/nbn_australia
6. http://www.youtube.com/nbnco
7. http://www.nbn.com.au/blog
8. https://nbncojobs.taleo.net/careersectio...

Link to this

From: Josh Stewart

Delivered

Dear David Mesman,

Thank you for you reply. I will attempt to clarify my request and provide a fixed period over which this should cover.

I am seeking data from NBN Co's service job tracking system, commonly interfaced by RSPs and the NSOC through the 'Service Portal'. The extract of these records should show all instances in the below period where an appointment was made for service or installation of an NBN service, but where this was cancelled or postponed by NBN Co or the service agent. Other details requested remain per the original request (Eg record date, reason for cancellation etc).

These records should cover the period March 1st 2015 through 29th Feb 2016.

Yours sincerely,

Josh Stewart

Link to this

From: David Mesman
NBN Co Limited

Thanks for your note, Josh.

I will review with the business whether we do hold the data you requested - and if it is possible to extract the same.

For the moment, your application will remain on hold until I can confirm the above. Assuming that this is possible, I will revert with an estimate of the time required to process this request and a charges estimate, unless it may be considered an unreasonable diversion of nbn's resources. In that regard, I refer you to my letter of 11 March.

Best, djm.

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Link to this

From: David Mesman
NBN Co Limited


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Attachment 05A.Acknowledgment and ADR letter.pdf
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For your reference in relation to your FOI request.

 

Any questions, please don’t hesitate to ring me on the number below.

 

Best regards, DJM

 

David J Mesman

General Counsel – FOI, Privacy & Knowledge Management

P +61 2 8918 8596|E [1][email address]

Level 10, 100 Arthur Street, North Sydney, NSW 2066

[2]cid:67DF297C-E4F7-4057-B96D-81E38821B52C   
[3]cid:2A7730FD-888B-430F-A80B-19FF030ECB54 
[4]cid:96E8DD86-300F-4E07-90CA-584EFAF1831A 
[5]cid:F6EF3436-8BDE-4B7F-A675-8FDAFD10DE91 
[6]cid:E93E7EFA-A9D8-4689-915B-7649E37C40C4 
[7]cid:E95F0813-5FB7-4B66-8796-5FFD5FF8FC80 
[8]cid:4EA8D93D-C8C4-4162-BD29-AFDAA18B3714

 

 

References

Visible links
1. mailto:[email address]
2. http://www.nbn.com.au/
3. http://www.facebook.com/nbnaustralia
4. http://au.linkedin.com/company/nbn-co-li...
5. http://www.twitter.com/nbn_australia
6. http://www.youtube.com/nbnco
7. http://www.nbn.com.au/blog
8. https://nbncojobs.taleo.net/careersectio...

Link to this

From: Josh Stewart

Delivered

Dear David Mesman,

Thank you for your response. I will go ahead and make a deposit payment for this request within the next 24 hours. To be specific on the request, I would like to make a small amendment to the wording:

"I am seeking data from NBN Co's service job tracking system,
commonly interfaced by RSPs and the NSOC through the 'Service
Portal'. The extract of these records should show all instances in
the below period where an appointment was made for service or
installation of an NBN service, but where this was cancelled or
postponed by NBN Co or the service agent. This should include occurences where the technician failed to attend without the appointment being cancelled or postponed in advance.
Other details requested remain per the original request (Eg record date, reason for
cancellation etc).

These records should cover the period March 1st 2015 through 29th
Feb 2016."

As this is only a clarification of the existing request, I do not believe this should materially change the fulfilment time required, but if it does so please do let me know.

Yours sincerely,

Josh Stewart

Link to this

From: Josh Stewart

Delivered

Dear David Mesman,

Just to ensure this is the latest data, would it also be possible to revise the report period to be from April 1st 2015 to March 31st 2016?

Yours sincerely,

Josh Stewart

Link to this

From: David Mesman
NBN Co Limited

Josh, I saw your last note from this morning. Yes, it is possible to extend the period and the terms, as outlined below. However, I will need to revert to the business to confirm whether the scope has changed significantly, and whether this may constitute a substantial and unreasonable diversion of resources, as per section 24 and following of the FOI Act.

I'll need to confirm that fact before progressing with your application - and I will need to reissue an advance deposit request to you based upon the revised scope. I will also consider your current request as withdrawn, and recommenced per the above terms.

I will revert in due course.

Best, djm.

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From: David Mesman
NBN Co Limited

Josh, I've confirmed with the business unit that the cost will be roughly the same for the search time. However, it may increase for my review time, but not significantly. As such, we can proceed with the current request on the basis of your new terms, without starting a new application.

In that regard, the advance deposit remains the same as do the payment instructions.

If you have any questions, don't hesitate to contact me.

Best, David Mesman.

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From: Josh Stewart

Delivered

Thank you David.

I have submitted the deposit payment today.

Yours sincerely,

Josh Stewart

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From: Josh Stewart

Delivered

Dear David Mesman,

Just wanting to confirm the receipt of the deposit sent on Apr 22nd and that there is no further action required by myself here.

Yours sincerely,

Josh Stewart

Link to this

From: David Mesman
NBN Co Limited


Attachment 05A.Acknowledgment and ADR letter.pdf
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Josh - thank you for your note. I'm in the process of finalising the FOI decision, which is due 20 May.

For reference, the next step in the process would be for you to pay the remaining fees. This occurs once I have calculated those fees at the completion of the decision making process. My preliminary estimate is that the fees will remain as originally indicated in our advance deposit, attached. The decision making time is likely to increase beyond the original estimate, but that cost won't be passed on to you.

I wanted to stress that the payment of FOI processing fees reflects the costs, as specified in the FOI Regulations and Guidelines, for the searching and retrieving of the information, as well as the time required to make the FOI decision, rather than making a payment for obtaining information. In other words, payment of processing fees does not guarantee access to information or documents. In that regard, I am happy to discuss the application with you prior to finalising this matter, as after I have made a decision, the fees will be a debt payable to the Commonwealth. This is outlined in my attached letter.

My details are contained in the copy of the advance deposit letter if you would like to discuss.

Best, DJM

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Link to this

From: David Mesman
NBN Co Limited


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Attachment 11A.Final Fee Request.pdf
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Mr Stewart – please find attached a letter in relation to your FOI request
to nbn.

 

David J Mesman

General Counsel – FOI, Privacy & Knowledge Management

P +61 2 8918 8596| E [1][email address]

Level 10, 100 Arthur Street, North Sydney, NSW 2066

[2]cid:67DF297C-E4F7-4057-B96D-81E38821B52C   
[3]cid:2A7730FD-888B-430F-A80B-19FF030ECB54 
[4]cid:96E8DD86-300F-4E07-90CA-584EFAF1831A 
[5]cid:F6EF3436-8BDE-4B7F-A675-8FDAFD10DE91 
[6]cid:E93E7EFA-A9D8-4689-915B-7649E37C40C4 
[7]cid:E95F0813-5FB7-4B66-8796-5FFD5FF8FC80 
[8]cid:4EA8D93D-C8C4-4162-BD29-AFDAA18B3714

 

References

Visible links
1. mailto:[email address]
2. http://www.nbn.com.au/
3. http://www.facebook.com/nbnaustralia
4. http://au.linkedin.com/company/nbn-co-li...
5. http://www.twitter.com/nbn_australia
6. http://www.youtube.com/nbnco
7. http://www.nbn.com.au/blog
8. https://nbncojobs.taleo.net/careersectio...

Link to this

From: Josh Stewart

Delivered

Dear David Mesman,

Thank you for the update. I have submitted a payment for the remaining amount now.

I appreciate you highlighting the potential impacts of the commercial activities exemption and how it may affect this request. In particular the guidance document (http://www.nbnco.com.au/content/dam/nbnc... has explained this in a relatively straightforward way. My reading of this, specifically point 16, is that an internal performance metric such as requested here does not fall under these criteria, but I will await the formal response from NBN.

Yours sincerely,

Josh Stewart

Link to this

From: David Mesman
NBN Co Limited

I am out of the office until Friday 27 May 2016. If you have any urgent
issues, please contact my colleague, Kate Friedrich on
[email address] or text my mobile on the number below.
 
Best regards,
 
David J Mesman
Tel. (02) 8918 8596 or 0418 579 219

 

Link to this

From: David Mesman
NBN Co Limited


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Attachment 13A.Final FOI Decision.pdf
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Please find attached nbn’s final determination in relation to your FOI
request.

 

David J Mesman

General Counsel – FOI, Privacy & Knowledge Management

P +61 2 8918 8596| E [1][email address]

Level 10, 100 Arthur Street, North Sydney, NSW 2066

[2]cid:67DF297C-E4F7-4057-B96D-81E38821B52C   
[3]cid:2A7730FD-888B-430F-A80B-19FF030ECB54 
[4]cid:96E8DD86-300F-4E07-90CA-584EFAF1831A 
[5]cid:F6EF3436-8BDE-4B7F-A675-8FDAFD10DE91 
[6]cid:E93E7EFA-A9D8-4689-915B-7649E37C40C4 
[7]cid:E95F0813-5FB7-4B66-8796-5FFD5FF8FC80 
[8]cid:4EA8D93D-C8C4-4162-BD29-AFDAA18B3714

 

References

Visible links
1. mailto:[email address]
2. http://www.nbn.com.au/
3. http://www.facebook.com/nbnaustralia
4. http://au.linkedin.com/company/nbn-co-li...
5. http://www.twitter.com/nbn_australia
6. http://www.youtube.com/nbnco
7. http://www.nbn.com.au/blog
8. https://nbncojobs.taleo.net/careersectio...

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Things to do with this request

Anyone:
NBN Co Limited only: