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Outsourcing of Centrelink Call Centres Part II

Evelyn Doyle made this Freedom of Information request to Department of Human Services

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From: Evelyn Doyle


Dear Department of Human Services,

I wish to request documents under the FOI Act relating to the outsourcing of Centrelink call centre functions to the private sector. My previous request ref: LEX 43983 was refused as no documents were found.

After discussion with Robert from your team, I am revising the request to facilitate an easier search within your PDMS database and to widen the date range.

I would like to request:

1. All Ministerial Briefs relating to the decision to outsource Centrelink call centres dated from January 1, 2016 (as advised by your team).

(Some Briefs may refer to the KPMG Serco Trial Report so this might be one of many useful search terms.)

2. Any general correspondence (letters, emails) to the Minister or the department from KPMG, Concentrix Services, Serco, DataCom Connect and Stellar Asia Pacific that relate to the Serco trial or the decision to outsource Centrelink call centre services (please exclude documents that relate to the official tender process).

Also please exclude the 'Serco Trial Report' in the request as an earlier request LEX 43923 noted it remains Cabinet classified.

Please feel free to contact me should you have any queries.

Thank you for any assistance you might provide.

Yours faithfully,

Evelyn Doyle

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Department of Human Services

Attachment LEX45021 Registration Acknowledgement letter.pdf
38K Download View as HTML

Dear Ms Doyle,


Please find attached, an acknowledgement of your request under the Freedom
of Information Act 1982.


Kind regards,



Freedom of Information

Employment Law and Freedom of Information Branch | Legal Services Division
Department of Human Services

Email: [1][email address]


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