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“Termination of Call” message at start of call

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Dear National Disability Insurance Agency,

I request all documents related to the message played prior to a call being connected that refers to treating all staff members with respect.

This would include, but not be limited to, internal communication prior to the message being created and internal communication about the message wording and why it was created.

Yours faithfully,

Ben Fairless

foi, National Disability Insurance Agency

Thank you for contacting the National Disability Insurance Agency (NDIA).

 

Freedom of Information

 

If your message is a request for access to documents under the
Freedom of Information Act 1982 (FOI Act), we will acknowledge it within
14-days of receipt.  We may be in touch with you sooner if your request is
too large or vague.

 

We are committed to processing all requests as quickly as possible.  We
will keep in regular contact with you, especially if there's any delay in
making a decision.

 

Further information about FOI is available on our website:
[1]https://www.ndis.gov.au/about-us/policie...

 

Please contact us at [2][NDIA request email] if you have any questions or
require help.

 

Participant Information Access

 

If you are an NDIS participant and you are seeking access to your own
personal information, you can make a request online under our Participant
Information Access (PIA) process.

 

To make a request, please complete our online request form:
[3]https://www.ndis.gov.au/about-us/policie...

 

Please contact us at [4][email address] if you have any
questions or require help.

 

Other enquiries

 

If your message is for something else, you should direct it to
[5][email address].

 

If your message is received outside our business hours of 9am to 5pm
(AEST), Monday to Friday or on a public holiday, we will action it on the
next business day.

 

If your message is urgent, you can call our National Conact Centre on 1800
800 110.

 

Warm regards

 

NDIA FOI Team
Email: [6][email address]

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References

Visible links
1. https://www.ndis.gov.au/about-us/policie...
2. mailto:[NDIA request email]
3. https://www.ndis.gov.au/about-us/policie...
4. mailto:[email address]
5. mailto:[email address]
6. mailto:[email address]

foi, National Disability Insurance Agency

2 Attachments

Dear Ben Fairless

 

Thank you for your request for information.

 

Please find attached correspondence in relation to your request.  If you
require the attachment in a different format, please let us know.

 

We will process your request as quickly as possible.  We will also keep in
regular contact with you, especially if there's any delay.  At this stage,
you can expect to hear from us on or before 17 May 2021.

 

Please contact us at [1][NDIA request email] if you have any questions or
require help.

 

Kind regards

N

 

Freedom of Information Officer

Parliamentary, Ministerial & FOI Branch

Government Division

National Disability Insurance Agency

 

[2]Title: NDIS delivered by the National Disability Insurance Agency

 

 

show quoted sections

References

Visible links
1. mailto:[NDIA request email]

foi, National Disability Insurance Agency

2 Attachments

Dear Ben Fairless

 

Thank you for your request for information.

 

Please find attached correspondence in relation to your request. If you
require this in a different format, please let us know.

 

Please contact us at [1][NDIA request email] if you have any questions or
require help.

 

Kind regards

 

Freedom of Information Officer

Parliamentary, Ministerial & FOI Branch

Government Division

National Disability Insurance Agency

 

[2]Title: NDIS delivered by the National Disability Insurance Agency

 

 

show quoted sections

References

Visible links
1. mailto:[NDIA request email]

Dear Ausilia,

Thank you for your email.

I do not agree that my request is invalid under section 15(2)(b) of the FOI Act. My request very clearly details the documents I seek, and the context in which I seek them. While we disagree on if my request is invalid, I will consult with you further in relation to my request.

When calling the NDIA, a recorded announcement is played that refers to treating all staff members with respect. There should be documents from the relevant line area that indicate who requested that recorded announcement, any discussion internally about the recorded announcement, and who approved it being added to the phone system.

Can you advise what part of my request is unclear or does not allow you to locate the documents?

Yours sincerely,

Ben Fairless

foi, National Disability Insurance Agency

Thank you for contacting the National Disability Insurance Agency (NDIA).

 

Freedom of Information

 

If your message is a request for access to documents under the
Freedom of Information Act 1982 (FOI Act), we will acknowledge it within
14-days of receipt.  We may be in touch with you sooner if your request is
too large or vague.

 

We are committed to processing all requests as quickly as possible.  We
will keep in regular contact with you, especially if there's any delay in
making a decision.

 

Further information about FOI is available on our website:
[1]https://www.ndis.gov.au/about-us/policie...

 

Please contact us at [2][NDIA request email] if you have any questions or
require help.

 

Participant Information Access

 

If you are an NDIS participant and you are seeking access to your own
personal information, you can make a request online under our Participant
Information Access (PIA) process.

 

To make a request, please complete our online request form:
[3]https://www.ndis.gov.au/about-us/policie...

 

Please contact us at [4][email address] if you have any
questions or require help.

 

Other enquiries

 

If your message is for something else, you should direct it to
[5][email address].

 

If your message is received outside our business hours of 9am to 5pm
(AEST), Monday to Friday or on a public holiday, we will action it on the
next business day.

 

If your message is urgent, you can call our National Conact Centre on 1800
800 110.

 

Warm regards

 

NDIA FOI Team
Email: [6][email address]

show quoted sections

References

Visible links
1. https://www.ndis.gov.au/about-us/policie...
2. mailto:[NDIA request email]
3. https://www.ndis.gov.au/about-us/policie...
4. mailto:[email address]
5. mailto:[email address]
6. mailto:[email address]

foi, National Disability Insurance Agency

1 Attachment

Dear Mr Fairless

 

My apologies for the delay in responding, we have been continuing to
process your request in the interim.

 

We have been consulting with relevant line areas to determine how best to
identify and search for these documents.

 

As you may be aware, most Commonwealth agencies play a recording which
asks for callers to treat staff with respect. We are trying to determine
when the ‘respect’ aspect was first incorporated into the NDIA recording
in question, and when changes have occurred.

 

There have been updates to our systems and recordings, including a recent
update in February 2020.

 

We have had difficulty identifying appropriate search terms. For example,
many NDIA signature blocks include the acknowledgement:

 

The NDIA acknowledges the Traditional Custodians of Country throughout
Australia and their continuing connection to land, sea and community. We
pay our respects to them and their cultures and to Elders past, present
and emerging. 

 

Therefore, running a search query for internal correspondence with a key
word such as ‘respect’ would include many irrelevant documents.

 

Furthermore, our consultations and searches need to occur with staff at
our National Contact Centre who are having to manage increasing
participant call volumes and enquiries.

 

We would like to provide you with the documents you are seeking; however,
these issues have complicated our searches.

 

We are therefore writing to seek your agreement to a 30 day extension of
time under section 15AA of the FOI Act. 

 

Please let us know whether you agree by 17 May 2021. 

 

If you don’t agree, we may need to seek an extension from the Office of
Australian Information Commissioner.

 

We are expecting further advice and search consultations to be returned in
the coming days, and this will assist us in identifying relevant
documents.

 

We may need to approach you again to clarify or narrow your request
depending on the search consultations returned.

 

I am sorry that it has taken us longer than expected, and I appreciate
your patience.

 

Please do not hesitate to contact me at [1][NDIA request email] if you have any
questions.

 

Kind regards

 

Freedom of Information Officer

Parliamentary, Ministerial & FOI Branch

Government Division

National Disability Insurance Agency

 

[2]Title: NDIS delivered by the National Disability Insurance Agency

 

show quoted sections

References

Visible links
1. mailto:[NDIA request email]

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.