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Operational Blueprint Documents - Initial Contact & POI

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Dear Services Australia,

Can you please make the below documents available under the Information Publication Scheme, and publish them on the Operational Information portal (https://operational.servicesaustralia.go...

106-02000000 Delivery standards for Centrelink payments and services (CLK)
106-02010000 Timeliness standards - Claims processing
106-02020000 Centrelink service standards and procedures for pre-release and post-release prison customers
106-02030000 Standards for helping customers complete claims and forms
106-03010000 First Contact Service Offer (FCSO) workflow
106-03020000 Claim lodgement of Centrelink claims

Yours faithfully,

Ben Fairless

FREEDOMOFINFORMATION, Services Australia

Thank you for contacting the Freedom of Information (FOI) team in Services
Australia (the Agency).

 

This email acknowledges your correspondence and provides some general
information in relation to FOI.

 

Administrative release of documents   

The Agency has administrative access arrangements ('the arrangements') for
the release of certain documents without the need for a formal FOI
request. If you agree to the release of documents under these
arrangements, we may provide you with documents under the arrangements,
where appropriate.  

 

Any parts of your FOI request that are addressed by documents being
released under the arrangements will be considered withdrawn. The
arrangements do not extend to information or materials of third parties.
You will be notified when documents are released to you under the
arrangements. 

 

Personal information of Agency staff 

We consider staff details to be personal information of those staff
members. As part of the FOI application process, we will seek your consent
to exclude the following information from documents that may be captured
by your request:  

* names of Services Australia staff below the Senior Executive level
(junior staff) 
* direct staff telephone numbers, signatures, logon identifiers and
email addresses. 

 

If you consent to exclude this information, we will treat it as outside
the scope of your request and therefore irrelevant under Section 22 of the
FOI Act. 

 

Charges 

No charge is payable for providing a person with their own personal
information.
If you are requesting non-personal information the Agency will advise you
as soon as practicable if a charge is payable to process your request, and
the amount of any such charge. 

 

How we will send documents to you 

Unless you have requested to receive correspondence and documents relating
to your FOI request via post we will communicate with you via this email
address. Some documents may be too large to send to you via email. If
applicable, we will seek your consent to provide the requested documents
to you electronically via a secure file sharing platform. Please advise us
as soon as possible if you wish correspondence or documents to be sent to
another address, or if your email address changes. 

 

How long do I have to wait? 

We are required to answer your request within 30 days unless the time
frame is extended under the FOI Act.  

show quoted sections

FREEDOMOFINFORMATION, Services Australia

1 Attachment

Dear Ben Fairless,

 

I am writing in regards to your Freedom of Information (FOI) request as
follows:

 

Can you please make the below documents available under the Information
Publication Scheme, and publish them on the Operational Information portal

106-02000000 Delivery standards for Centrelink payments and services (CLK)

106-02010000 Timeliness standards - Claims processing

106-02020000 Centrelink service standards and procedures for pre-release
and post-release prison customers

106-02030000 Standards for helping customers complete claims and forms

106-03010000 First Contact Service Offer (FCSO) workflow

106-03020000 Claim lodgement of Centrelink claims

 

 

The following Operational Blueprint’s (OBs) are publicly available on our
Operational Blueprint website:

 

106-02010000 - Timeliness standards - Claims processing

[1]https://operational.servicesaustralia.go...

 

106-02030000 - Standards for helping customers complete claims and forms

[2]https://operational.servicesaustralia.go...

 

I am therefore seeking your agreement to withdraw these two OBs from your
request.

 

For action:

Please confirm if you are satisfied with the publicly available OBs to be
withdrawn from your request, by responding to this email with “I agree”.

Your response by close of business 28 June 2024 would be appreciated (if
possible).

 

Kind regards

 

Tracy, FOI Officer

FOI and Reviews Branch, Legal Services Division

PO Box 7820, Canberra BC ACT 2610

[3]Visual brand element showing Services Australia progress symbol to left
with Services Australia wording to the right of the symbol. Underneath is
servicesaustralia.gov.au and icons representing our social media accounts.
To follow us on social media go to servicesaustralia.gov.au/socialmedia
Aligning the bottom of the signature block is the Services Australia
indigenous artwork strip consisting of cultural elements depicting our
agency’s progress story for First Nations people.

 

Services Australia acknowledges the Traditional Custodians of the lands we
live on. We pay our respects to all Elders, past and present, of all
Aboriginal and Torres Strait Islander nations.

 

 

 

 

 

 

show quoted sections

References

Visible links
1. https://operational.servicesaustralia.go...
2. https://operational.servicesaustralia.go...

Dear Tracy,

Sorry for the delay. Thanks for making 106-02010000 and 106-02030000 available. Happy to withdraw my request for these OBs, please continue to process the others.

Yours sincerely,

Ben Fairless

FREEDOMOFINFORMATION, Services Australia

Thank you for contacting the Freedom of Information (FOI) team in Services
Australia (the Agency).

 

This email acknowledges your correspondence and provides some general
information in relation to FOI.

 

Administrative release of documents   

The Agency has administrative access arrangements ('the arrangements') for
the release of certain documents without the need for a formal FOI
request. If you agree to the release of documents under these
arrangements, we may provide you with documents under the arrangements,
where appropriate.  

 

Any parts of your FOI request that are addressed by documents being
released under the arrangements will be considered withdrawn. The
arrangements do not extend to information or materials of third parties.
You will be notified when documents are released to you under the
arrangements. 

 

Personal information of Agency staff 

We consider staff details to be personal information of those staff
members. As part of the FOI application process, we will seek your consent
to exclude the following information from documents that may be captured
by your request:  

* names of Services Australia staff below the Senior Executive level
(junior staff) 
* direct staff telephone numbers, signatures, logon identifiers and
email addresses. 

 

If you consent to exclude this information, we will treat it as outside
the scope of your request and therefore irrelevant under Section 22 of the
FOI Act. 

 

Charges 

No charge is payable for providing a person with their own personal
information.
If you are requesting non-personal information the Agency will advise you
as soon as practicable if a charge is payable to process your request, and
the amount of any such charge. 

 

How we will send documents to you 

Unless you have requested to receive correspondence and documents relating
to your FOI request via post we will communicate with you via this email
address. Some documents may be too large to send to you via email. If
applicable, we will seek your consent to provide the requested documents
to you electronically via a secure file sharing platform. Please advise us
as soon as possible if you wish correspondence or documents to be sent to
another address, or if your email address changes. 

 

How long do I have to wait? 

We are required to answer your request within 30 days unless the time
frame is extended under the FOI Act.  

show quoted sections

FREEDOMOFINFORMATION, Services Australia

1 Attachment

Our reference: LEX 80273

 

 

Dear Ben

 

Acknowledgement of your Freedom of Information Request

 

I refer to your request, for access to documents under the Freedom of
Information Act 1982 (the FOI Act). As per your email dated 2 July 2024,
you have agreed to revise the scope of your request to:

 

Can you please make the below documents available under the Information
Publication Scheme, and publish them on the Operational Information portal

106-02000000 Delivery standards for Centrelink payments and services (CLK)

106-02020000 Centrelink service standards and procedures for pre-release
and post-release prison customers

106-03010000 First Contact Service Offer (FCSO) workflow

106-03020000 Claim lodgement of Centrelink claims

 

Your request was received by Services Australia (the Agency) on 25 June
2024 and the 30 day statutory period for processing your request commenced
from the day after that date. You should therefore expect a decision from
us by 25 July 2024. The period of 30 days may be extended if we need to
consult third parties or for other reasons. We will advise you if this
happens.

Administrative Release of Documents

 

The Agency has administrative access arrangements ('the arrangements') for
the release of certain documents without the need for a formal FOI
request. If you agree to the release of documents under these
arrangements, we may provide you with documents under the arrangements,
where appropriate.

 

Any parts of your FOI request that are addressed by documents being
released under the arrangements will be considered withdrawn. The
arrangements do not extend to information or materials of third parties.
You will be notified when documents are released to you under the
arrangements.

 

Disclosure Log

 

Please note information released under the FOI Act may be published in a
disclosure log on the agency's website. Section 11C of the FOI Act
requires this publication, however it is subject to certain exceptions,
including where publication of personal, business, professional or
commercial information would be unreasonable.

 

Personal information of Agency staff

 

We consider staff details to be personal information of those staff
members. As part of the FOI application process, we will seek your consent
to exclude the following information from documents that may be captured
by your request:

 

o names of Services Australia staff below the Senior Executive level
(junior staff)
o direct staff telephone numbers, signatures, logon identifiers and
email addresses.

 

If you consent to exclude this information, we will treat it as outside
the scope of your request and therefore irrelevant under Section 22 of the
FOI Act.

 

Charges

 

No charge is payable for providing a person with their own personal
information. If you are requesting non-personal information the Agency
will advise you as soon as practicable if a charge is payable to process
your request, and the amount of any such charge.

 

How we will send documents to you

 

Unless you have requested to receive correspondence and documents relating
to your FOI request via post we will communicate with you via this email
address. Some documents may be too large to send to you via email. If
applicable, we will seek your consent to provide the requested documents
to you electronically via a secure file sharing platform. Please advise us
as soon as possible if you wish correspondence or documents to be sent to
another address, or if your email address changes.

 

Action

 

In addition, please advise whether you agree to receive documents where
appropriate under the arrangements by responding to this email with “I
agree to receive documents under the administrative arrangements”.

 

A response by close of business 5 July 2024 would be appreciated.

 

Further assistance

If you have any questions, please email
[1][Services Australia request email]

 

Yours sincerely

 

 

Tracy

Authorised FOI Decision Maker

Freedom of Information Team

FOI and Reviews Branch | Legal Services Division

[2]Visual brand element showing Services Australia progress symbol to left
with Services Australia wording to the right of the symbol. Underneath is
servicesaustralia.gov.au and icons representing our social media accounts.
To follow us on social media go to servicesaustralia.gov.au/socialmedia
Aligning the bottom of the signature block is the Services Australia
indigenous artwork strip consisting of cultural elements depicting our
agency’s progress story for First Nations people.

 

Services Australia acknowledges the Traditional Custodians of the lands we
live on. We pay our respects to all Elders, past and present, of all
Aboriginal and Torres Strait Islander nations.

 

 

 

 

 

 

show quoted sections

References

Visible links
1. mailto:[Services Australia request email]

Dear Tracy,

Thanks for your message. I’m happy to exclude as irrelevant personal information of public servants.

Obviously this is the correct email address to communicate with me about this request, however should any documents be released I would appreciate it if they could be released via the operational Information website. This will prevent the agency from receiving requests for the same document.

If it assists your workload, please ask if these documents can be released administratively via the operational information website.

Please don’t hesitate to reach out if you have any further questions

Yours sincerely,

Ben Fairless

FREEDOMOFINFORMATION, Services Australia

Thank you for contacting the Freedom of Information (FOI) team in Services
Australia (the Agency).

 

This email acknowledges your correspondence and provides some general
information in relation to FOI.

 

Administrative release of documents   

The Agency has administrative access arrangements ('the arrangements') for
the release of certain documents without the need for a formal FOI
request. If you agree to the release of documents under these
arrangements, we may provide you with documents under the arrangements,
where appropriate.  

 

Any parts of your FOI request that are addressed by documents being
released under the arrangements will be considered withdrawn. The
arrangements do not extend to information or materials of third parties.
You will be notified when documents are released to you under the
arrangements. 

 

Personal information of Agency staff 

We consider staff details to be personal information of those staff
members. As part of the FOI application process, we will seek your consent
to exclude the following information from documents that may be captured
by your request:  

* names of Services Australia staff below the Senior Executive level
(junior staff) 
* direct staff telephone numbers, signatures, logon identifiers and
email addresses. 

 

If you consent to exclude this information, we will treat it as outside
the scope of your request and therefore irrelevant under Section 22 of the
FOI Act. 

 

Charges 

No charge is payable for providing a person with their own personal
information.
If you are requesting non-personal information the Agency will advise you
as soon as practicable if a charge is payable to process your request, and
the amount of any such charge. 

 

How we will send documents to you 

Unless you have requested to receive correspondence and documents relating
to your FOI request via post we will communicate with you via this email
address. Some documents may be too large to send to you via email. If
applicable, we will seek your consent to provide the requested documents
to you electronically via a secure file sharing platform. Please advise us
as soon as possible if you wish correspondence or documents to be sent to
another address, or if your email address changes. 

 

How long do I have to wait? 

We are required to answer your request within 30 days unless the time
frame is extended under the FOI Act.  

show quoted sections

FREEDOMOFINFORMATION, Services Australia

Dear Ben

Thank you for your email.

Services Australia (the Agency) takes its obligations under the Information Publication Scheme (IPS) seriously.

Operational Blueprint (OB) files published on the operational website for public viewing have been assessed as suitable for full release, that is, they do not contain sensitive information.

If an OB file requested under FOI is only released in part due to the existence of sensitive material in the file, it is not suitable for publication on the operational website. However, the Agency will publish the details of the FOI decision on the Agency's Disclosure Log where members of the public can access a copy of the document on request.

Kind regards

Tracy
Authorised FOI Decision Maker
Freedom of Information Team
FOI and Reviews Branch | Legal Services Division

show quoted sections

FREEDOMOFINFORMATION, Services Australia

1 Attachment

Dear Ben

 

I am writing to you in regards to your Freedom of Information request to
Services Australia (the Agency).

 

The Agency has identified that we will not be in a position to notify you
of the decision by the current due date of 25 July 2024. On this basis, we
respectfully request an additional 14 day extension of time to process
this request. The effect of the extension would mean the new decision due
date would be 8 August 2024. If we are able to process your request and
provide you with a decision before this date, we will do so.

 

If you agree with this extension of time, we would appreciate if you could
please respond to this email stating ‘I agree’ by close of business, 16
July 2024 if possible.

 

If we do not hear from you by the above date, we will continue to process
your FOI request.

 

Thank you for your patience and understanding as we process your request.

 

Kind regards

 

Tracy

Authorised FOI Decision Maker

Freedom of Information Team

FOI and Reviews Branch | Legal Services Division

[1]Visual brand element showing Services Australia progress symbol to left
with Services Australia wording to the right of the symbol. Underneath is
servicesaustralia.gov.au and icons representing our social media accounts.
To follow us on social media go to servicesaustralia.gov.au/socialmedia
Aligning the bottom of the signature block is the Services Australia
indigenous artwork strip consisting of cultural elements depicting our
agency’s progress story for First Nations people.

 

Services Australia acknowledges the Traditional Custodians of the lands we
live on. We pay our respects to all Elders, past and present, of all
Aboriginal and Torres Strait Islander nations.

 

 

 

 

 

 

show quoted sections

References

Visible links

FREEDOMOFINFORMATION, Services Australia

1 Attachment

Dear Ben

 

I am writing to follow up on the below request for additional time to
process your FOI request.

 

I am currently in the final stages of processing your request and require
additional time to finalise the decision and progress your matter through
the quality assurance process. 

 

If a decision is not notified to you within time, noting the current due
date of 25 July 2024, your request will be deemed to be refused by
operation of the FOI Act. The Agency will still continue to process your
request as a Statement of Reasons, however you will unfortunately lose
your internal review rights. Our objective for this extension of time
request is to ensure the decision and documents relevant to your request
are released on time under the FOI Act, thus maintaining your internal
review rights.

 

Should you agree to an extension of time of 14 days to process your
request the new decision due date would be 8 August 2024. If we are able
to process your request and provide you with a decision before this date,
we will do so.

 

If you agree to this extension of time, it would be greatly appreciated if
you could please respond to this email stating ‘I agree’ by close of
business 22 July 2024.

 

Please note as stated above, if we do not receive a reply from you by the
above date, we will still continue to process your request as a Statement
of Reasons.

 

Thank you for your patience and understanding as we process your request.

 

Kind regards

 

Tracy

Authorised FOI Decision Maker

Freedom of Information Team

FOI and Reviews Branch | Legal Services Division

[1]Visual brand element showing Services Australia progress symbol to left
with Services Australia wording to the right of the symbol. Underneath is
servicesaustralia.gov.au and icons representing our social media accounts.
To follow us on social media go to servicesaustralia.gov.au/socialmedia
Aligning the bottom of the signature block is the Services Australia
indigenous artwork strip consisting of cultural elements depicting our
agency’s progress story for First Nations people.

 

Services Australia acknowledges the Traditional Custodians of the lands we
live on. We pay our respects to all Elders, past and present, of all
Aboriginal and Torres Strait Islander nations.

 

 

 

From: FREEDOMOFINFORMATION <[Services Australia request email]>
Sent: Monday, July 15, 2024 8:32 AM
To: '[FOI #11562 email]'
<[FOI #11562 email]>
Cc: FREEDOMOFINFORMATION <[Services Australia request email]>
Subject: LEX 80273 - Communication - Extension of Time (Response required
by 16 July 2024) [SEC=OFFICIAL]

 

Dear Ben

 

I am writing to you in regards to your Freedom of Information request to
Services Australia (the Agency).

 

The Agency has identified that we will not be in a position to notify you
of the decision by the current due date of 25 July 2024. On this basis, we
respectfully request an additional 14 day extension of time to process
this request. The effect of the extension would mean the new decision due
date would be 8 August 2024. If we are able to process your request and
provide you with a decision before this date, we will do so.

 

If you agree with this extension of time, we would appreciate if you could
please respond to this email stating ‘I agree’ by close of business, 16
July 2024 if possible.

 

If we do not hear from you by the above date, we will continue to process
your FOI request.

 

Thank you for your patience and understanding as we process your request.

 

Kind regards

 

Tracy

Authorised FOI Decision Maker

Freedom of Information Team

FOI and Reviews Branch | Legal Services Division

[2]Visual brand element showing Services Australia progress symbol to left
with Services Australia wording to the right of the symbol. Underneath is
servicesaustralia.gov.au and icons representing our social media accounts.
To follow us on social media go to servicesaustralia.gov.au/socialmedia
Aligning the bottom of the signature block is the Services Australia
indigenous artwork strip consisting of cultural elements depicting our
agency’s progress story for First Nations people.

 

Services Australia acknowledges the Traditional Custodians of the lands we
live on. We pay our respects to all Elders, past and present, of all
Aboriginal and Torres Strait Islander nations.

 

 

 

 

 

 

show quoted sections

References

Visible links

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