Request for User Guide - Call Centre Supervisor/Reporting Application

Ben Fairless made this Freedom of Information request to Department of Human Services

Response to this request is long overdue. By law, under all circumstances, Department of Human Services should have responded by now (details). You can complain by requesting an internal review.

From: Ben Fairless

Delivered

Dear Department of Human Services,

Can I please request a copy of the current induction training materials for contact centre staff hired to assist clients with:
Medicare and Centrelink services.

Please treat this request informally if possible, if it cannot be treated as a request for informal administrative access then please consider it a formal Freedom of Information request.

Yours faithfully,

Ben Fairless

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From: FOI.LEGAL.TEAM
Department of Human Services

The FOI team will be closed from 23 December 2016 until 2 January 2017
(inclusive). Applications lodged during that period will be considered
when we re-open on 3 January 2017.

 

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From: FOI.LEGAL.TEAM
Department of Human Services


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Attachment LEX24848 Registration Acknowledgement Letter.pdf
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Mr Fairless,

 

Please see attached correspondence in relation to your Freedom of
Information Request.

 

Regards,

 

FOI Legal Team

FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [1][email address]

[2]cid:image004.png@01D1B4D9.510E2740

This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.

 

 

 

 

 

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From: Ben Fairless

Delivered

Dear FOI.LEGAL.TEAM,

Your request for an extension of time was not approved previously and you do not have my written consent to do so.

Yours sincerely,

Ben Fairless

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From: The Department of Human Services
Department of Human Services

You have received a secure email from the Department of Human Services.

Please select the link below to view the email.
Please note, you may have to register for this service

https://securemail.humanservices.gov.au/...

Please copy and paste the URL into your browser. If you encounter any issues, please close and reopen your browser before navigating to the URL again.

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From: FOI.LEGAL.TEAM
Department of Human Services


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Attachment LEX24848 Communication S24AB voluminous.pdf
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Hello  ,

 

Please find attached correspondence in relation to your freedom of
information request, without the classification marker on the email

 

Kind regards,

 

FOI Legal Team

FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [1][email address]

[2]cid:image004.png@01D1B4D9.510E2740

This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.

 

 

From: FOI.LEGAL.TEAM
Sent: Monday, 23 January 2017 3:06 PM
To: '[FOI #2891 email]'
<[FOI #2891 email]>
Subject: LEX24848 - Your FOI request [DLM=For-Official-Use-Only]

 

Mr Fairless,

 

Please see attached correspondence in relation to your FOI request.

 

Regards,

 

 

FOI Legal Team

FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [3][email address]

[4]cid:image004.png@01D1B4D9.510E2740

This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.

 

 

 

 

 

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Department of Human Services

Your account with a new passphrase has been successfully set.

You can access your account by clicking on the following URL:

https://securemail.humanservices.gov.au/...

Please copy and paste the URL into your browser. If you encounter any issues, please close and reopen your browser before navigating to the URL again.

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From: Ben Fairless

Delivered

Dear FOI.LEGAL.TEAM,

First thing, can you please stop putting "Right to Know" as the company on each request? I don't make requests on behalf of the site, and righttoknow.org.au is more akin to an Email Server than to a traditional content publisher.

You wouldn't use this address block:
"Ben Fairless
Gmail"

Would it be possible to provide a schedule of the documents you've found, so I can choose which documents I would like to exclude from my request?

Yours sincerely,

Ben Fairless

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From: FOI.LEGAL.TEAM
Department of Human Services

The Department of Human Services acknowledges receipt of your
correspondence.

 

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From: FOI.LEGAL.TEAM
Department of Human Services


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Mr Fairless,

 

To assist in narrowing the size of your request, the following list
provides a breakdown of the documents covered by your original request:

 

[1]cid:image001.png@01D27656.F48779F0

 

As advised, within the next 14 days you must do one of the following in
writing:

-          Withdraw the request

-          Make a revised request, or

-          Tell us that you do not want to revise your request

 

Regards,

 

 

FOI Legal Team

FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [2][email address]

[3]cid:image004.png@01D1B4D9.510E2740

This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.

 

 

 

 

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From: Ben Fairless

Delivered

Dear FOI.LEGAL.TEAM,

Happy to limit my scope to facilitated powerpoints and participant resources.

Yours sincerely,

Ben Fairless

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From: FOI.LEGAL.TEAM
Department of Human Services

The Department of Human Services acknowledges receipt of your
correspondence.

 

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From: FOI.LEGAL.TEAM
Department of Human Services


Attachment image001.png
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Attachment LEX24848 Communication Charges letter.pdf
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Dear Mr Fairless,

 

Please see attached correspondence in relation to your freedom of
information request.

 

Regards,

 

FOI Legal Team

FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [1][email address]

[2]cid:image004.png@01D1B4D9.510E2740

This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.

 

 

 

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From: Ben Fairless

Delivered

Dear FOI.LEGAL.TEAM,

I wish to contend that the charges should be waived, or reduced as it has potentially been incorrectly assessed, and is in the public interest.

I contend that the charges have not been fully assessed correctly. The documents mentioned include PowerPoint presentations which contain significantly less information than, for example, Microsoft Word documents due to the size of the text and images. It would take at most a few minutes to review these documents. I contend that there would be few exemptions applied to these presentations and in the word documents, therefore significantly reducing the time below 4 minutes per page.

I also contend that this information is entirely in the public interest. Centrelink has come under increased pressure and scrutiny in relation to the information it is providing it's customers, it's customer service generally, and the resilience of it's staff. This information would assist in the public debate of the adequacy of training provided to the department. I therefore contend that the department should waive all charges in respect of this request.

Yours sincerely,

Ben Fairless

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From: FOI.LEGAL.TEAM
Department of Human Services

The Department of Human Services acknowledges receipt of your
correspondence.

 

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From: FOI.LEGAL.TEAM
Department of Human Services


Attachment image001.png
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Attachment LEX 24848 Charges Decision Reconsideration of Charge.pdf
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Dear Mr Fairless,

 

Please see attached correspondence in relation to your Freedom of
Information request.

 

Kind regards,

 

FOI Legal Team

FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [1][email address]

[2]cid:image001.png@01D286D9.F238A730

This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.

 

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From: Ben Fairless

Delivered

Dear Department of Human Services,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Department of Human Services's handling of my FOI request.

The department has contended that there is no public interest in providing information on the training of Public Servants in the most funded agency in Government. This claim is preposterous!

Furthermore, the Department says that it would need to carefully review the participant resources to determine if exemptions were to apply. I contend that it is unlikely that any information contained in participant documents given to a frontline employee who may not have even acquired a Baseline clearance would contain any exemptions.

Please ensure this review is conducted by an officer senior to that of the current officer.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.righttoknow.org.au/request/r...

Yours faithfully,

Ben Fairless

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From: FOI.LEGAL.TEAM
Department of Human Services


Attachment LEX28321 Internal Review Decision Charges.pdf
74K Download View as HTML


Dear Mr Fairless,

 

Please find attached correspondence in relation to your request for
internal review.

 

Regards,

 

 

FOI Legal Team

FOI and Litigation Branch | Legal Services Division
Department of Human Services

Doris Blackburn Building 18 Canberra Avenue, Forrest

 

Email: [1][email address]

 

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Justin Warren left an annotation ()

Escalate to the OAIC and/or Ombudsman. This is clearly wrong.

Section 4.83 of the Guidelines:
https://www.oaic.gov.au/freedom-of-infor...

"The document relates to a matter of public debate, or a policy issue under discussion within an agency, and disclosure of the document would assist public comment on or participation in the debate or discussion." You clearly mentioned this.

See also: http://www.austlii.edu.au/au/cases/cth/A...
and
http://www.austlii.edu.au/au/cases/cth/A...

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Department of Human Services

Your The Department of Human Services secure email account is about to expire.

This message is for information only and no action is required on your behalf. If secure email is sent to this account in the future, a new account will be created if necessary.

If you want to keep the account active, you must access your account by clicking on the following URL:

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Verity Pane left an annotation ()

Ridiculous calculation of charges that have no legitimate basis in fact, but are a thinly guised attempt to unlawfully frustrate access, are unfortunately an issue cropping up more and more.

At the end of the day though, the agency bears the onus of proof in demonstrating that its estimated charges are reasonable, legitimate and at the lowest cost.

It's disappointing, but sometimes you have to take these things all the way to stop such fraudulent practices.

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