Services Australia Customer Experience Standard
Ben Fairless made this Freedom of Information request to Services Australia
Dear Services Australia,
This is a request for the most recent “Services Australia Customer Experience Standard”.
If it assists line areas to identify the document, it is referenced in page 2 of this document released by the DTA under FOI: https://www.righttoknow.org.au/request/1...
I exclude the personal information of any individual and email addresses and contact numbers (including shared email addresses)
Please consider releasing this document under administrative access. If you can’t, please consider this a formal FOI request.
Yours faithfully,
Ben Fairless
PS: While I am an employee of OpenAustralia Foundation (the charity behind Right to Know) this request is made in a personal capacity and not on behalf of the Foundation.
Thank you for contacting the Freedom of Information (FOI) team of Services
Australia (the Agency).
This email acknowledges your correspondence and provides general FOI
information .
We are currently experiencing a higher than usual volume of requests,
which has resulted in some delays in our review and response process. We
are seeking your agreement to extend the processing time by an additional
30 days. If you agree to this additional time, we would appreciate it if
you could reply to this email with “I agree to a 30 day extension of time”
at your earliest opportunity.
Administrative release of documents
The Agency uses administrative access arrangements ('the arrangements') to
release certain types of documents outside the FOI Act. We will advise you
if the documents you seek are suitable for release to you under the
arrangements. If you consent to receiving documents under the
arrangements, please reply to this email with “I agree to receive
documents via the arrangements where appropriate”.
Personal information of Agency staff
As part of the FOI process, we seek your consent to remove any information
that may identify junior staff. Please reply to this email with “I agree
to exclude staff details”.
Once you consent to remove this information, it will be irrelevant under
Section 22 of the FOI Act.
How we will send documents to you
We will use this email address to send you documents. We will advise you
if we are unable to send documents to you via email due to their size.
How long do I have to wait?
Unless your request has been extended, we are required to notify you
within 30 days.
Requesting a formal external review of a FOI deemed refusal decision
After the due date has past and you did not receive a decision, the
request becomes a ‘deemed refusal decision’. You may request the
Information Commissioner to review the ‘deemed refusal decision’. For
further information, see [1]Apply for an Information Commissioner review |
OAIC (or visit [2]www.oaic.gov.au).
References
Visible links
1. https://www.oaic.gov.au/freedom-of-infor...
2. http://www.oaic.gov.au/
Dear Services Australia,
I agree to a 30 day extension of time. I agree to receive documents via the arrangements where appropriate. I have already agreed to exclude staff details in my original email.
Yours faithfully,
Ben Fairless
PS: Please note that while I am an employee of OpenAustralia Foundation, this request and email are made in a personal capacity.
Thank you for contacting the Freedom of Information (FOI) team of Services
Australia (the Agency).
This email acknowledges your correspondence and provides general FOI
information .
Due to the Agency’s reduced activity period over 24 December 2025 – 1
January 2026 and currently experiencing a higher than usual volume of
requests, we are seeking your agreement to extend the processing time by
an additional 30 days. If you agree to this additional time, we would
appreciate it if you could reply to this email with “I agree to a 30 day
extension of time” at your earliest opportunity.
Administrative release of documents
The Agency uses administrative access arrangements ('the arrangements') to
release certain types of documents outside the FOI Act. We will advise you
if the documents you seek are suitable for release to you under the
arrangements. If you consent to receiving documents under the
arrangements, please reply to this email with “I agree to receive
documents via the arrangements where appropriate”.
Personal information of Agency staff
As part of the FOI process, we seek your consent to remove any information
that may identify junior staff. Please reply to this email with “I agree
to exclude staff details”.
Once you consent to remove this information, it will be irrelevant under
Section 22 of the FOI Act.
How we will send documents to you
We will use this email address to send you documents. We will advise you
if we are unable to send documents to you via email due to their size.
How long do I have to wait?
Unless your request has been extended, we are required to notify you
within 30 days.
Requesting a formal external review of a FOI deemed refusal decision
After the due date has past and you did not receive a decision, the
request becomes a ‘deemed refusal decision’. You may request the
Information Commissioner to review the ‘deemed refusal decision’. For
further information, see [1]Apply for an Information Commissioner review |
OAIC (or visit [2]www.oaic.gov.au).
References
Visible links
1. https://www.oaic.gov.au/freedom-of-infor...
2. http://www.oaic.gov.au/