“Termination of Call” message at start of call
Ben Fairless made this Freedom of Information request to National Disability Insurance Agency
This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.
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
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]
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]
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
References
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1. mailto:[NDIA request email]
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
References
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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
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]
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]
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
References
Visible links
1. mailto:[NDIA request email]
Our reference: RQ21/01280
Agency reference: FOI 20/21-0657
Mr Ben Fairless
Sent by email: [1][FOI #7251 email]
Extension of time application by the NDIA
Dear Mr Fairless
I write to advise that on 18 May 2021, the Office of the Australian
Information Commissioner (the OAIC) received an application from the
National Disability Insurance Agency (the NDIA) for an extension of time,
to process your FOI request.
The NDIA has applied for an extension of time under s 15AC of the Freedom
of Information Act 1982 (Cth) because it has been unable to finalise your
request within the initial decision period.
The NDIA has advised the OAIC that:
· On 15 April 2021, the NDIA received your FOI request.
· The NDIA has advised that recently a large number of FOI requests
were received within a short period of time.
· On 13 May 2021, the NDIA to obtain your agreement for an extension
of time under s 15AA of the FOI Act, however a response was not received.
· The NDIA further advised that it consulted with you under s 24AB
of the FOI Act, however you declined to revise the scope of your request.
· The NDIA conducted initial consultations with relevant business
areas. When conducting an email server search, the NDIA’s data team
experienced functionality problems with the tool required to complete
searches. The NDIA’s line areas also showed difficulty in determining the
scope of your request in completing searches.
· The NDIA has also advised that the line area manager expected to
identify documents falling within the scope of your request will also be
on leave shortly which will cause a further delay in processing your
request.
· The NDIA has advised that it is in the process of conducting
consultations with several business areas to determine whether third party
consultations will be required.
· The NDIA further advises that it is still in the process of
liaising with business areas and managers to ensure careful consideration
of documents captured and identifying potential sensitivities, with
documents only received recently from those business areas.
· The NDIA considers your request to be sensitive and complex in
nature as you are requesting documents from multiple business areas in
relation to business information and information regarding the NDIA’s
functions.
· The NDIA has advised that due to staff engagement involving
additional senate estimates and multiple Committee hearings, this impacted
the NDIA’s ability to conduct FOI consultations and searches.
· A further complexity involved the major structural changes with
key staff to address and resolve the staffing shortage due to the
significantly increased workload.
· In order to make an informed and proper decision, the NDIA
requires additional time to determine if third party consultations are
required, conduct further consultations with line areas and finalise the
decision.
The NDIA has requested an extension to 16 June 2021. I will take any
comments you may have to make into account when deciding the application.
Please respond to this email by close of business 21 May 2021. If I do not
hear from you by this date, the decision maker will make a decision on the
basis of the information provided to me by the NDIA.
You will be notified of the decision once the matter has been finalised.
Further information about extension of time requests may be found on our
website at [2]Extensions of time.
Contact
If you have any questions regarding this email please contact me on (02)
9284 9847 or via email [3][email address]. Please quote OAIC
reference number at the top of this email in all correspondence.
Kind regards,
[4][IMG] Jasmin Clarke | Assistant
Review and Investigation
Advisor
Investigations and Compliance
Freedom of information
Regulatory Group
Office of the Australian
Information Commissioner
GPO Box 5218 Sydney NSW 2001 |
[5]oaic.gov.au
+61 2 9284 9847 |
[6][email address]
[10]Subscribe [11]Subscribe to
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3. mailto:[email address]
4. https://www.oaic.gov.au/
5. http://www.oaic.gov.au/
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7. http://www.facebook.com/OAICgov
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9. https://twitter.com/OAICgov
11. https://www.oaic.gov.au/media-and-speech...
Dear National Disability Insurance Agency,
I consent to the extension of time requested.
Yours faithfully,
Ben Fairless
Our reference: RQ21/01280
Agency reference: FOI 20/21-0657
Mr Ben Fairless
Sent by email: [1][FOI #7251 email]
Extension of time under s 15AC
Dear Mr Fairless
Please find attached a decision of today’s date for an extension of time
from the National Disability Insurance Agency.
Sincerely
[2][IMG] Jasmin Clarke | Assistant
Review and Investigation
Advisor
Investigations and Compliance
Freedom of information
Regulatory Group
Office of the Australian
Information Commissioner
GPO Box 5218 Sydney NSW 2001 |
[3]oaic.gov.au
+61 2 9284 9847 |
[4][email address]
[8]Subscribe [9]Subscribe to
[5]Facebook | [6]LinkedIn | [7]Twitter | icon Information
Matters
From: Jasmin Clarke
Sent: Wednesday, 19 May 2021 12:22 PM
To: [FOI #7251 email]
Subject: RQ21/01280 - Extension of time application by the NDIA-
Consultation [SEC=OFFICIAL]
Our reference: RQ21/01280
Agency reference: FOI 20/21-0657
Mr Ben Fairless
Sent by email: [10][FOI #7251 email]
Extension of time application by the NDIA
Dear Mr Fairless
I write to advise that on 18 May 2021, the Office of the Australian
Information Commissioner (the OAIC) received an application from the
National Disability Insurance Agency (the NDIA) for an extension of time,
to process your FOI request.
The NDIA has applied for an extension of time under s 15AC of the Freedom
of Information Act 1982 (Cth) because it has been unable to finalise your
request within the initial decision period.
The NDIA has advised the OAIC that:
· On 15 April 2021, the NDIA received your FOI request.
· The NDIA has advised that recently a large number of FOI
requests were received within a short period of time.
· On 13 May 2021, the NDIA to obtain your agreement for an
extension of time under s 15AA of the FOI Act, however a response was not
received.
· The NDIA further advised that it consulted with you under s
24AB of the FOI Act, however you declined to revise the scope of your
request.
· The NDIA conducted initial consultations with relevant business
areas. When conducting an email server search, the NDIA’s data team
experienced functionality problems with the tool required to complete
searches. The NDIA’s line areas also showed difficulty in determining the
scope of your request in completing searches.
· The NDIA has also advised that the line area manager expected to
identify documents falling within the scope of your request will also be
on leave shortly which will cause a further delay in processing your
request.
· The NDIA has advised that it is in the process of conducting
consultations with several business areas to determine whether third party
consultations will be required.
· The NDIA further advises that it is still in the process of
liaising with business areas and managers to ensure careful consideration
of documents captured and identifying potential sensitivities, with
documents only received recently from those business areas.
· The NDIA considers your request to be sensitive and complex in
nature as you are requesting documents from multiple business areas in
relation to business information and information regarding the NDIA’s
functions.
· The NDIA has advised that due to staff engagement involving
additional senate estimates and multiple Committee hearings, this impacted
the NDIA’s ability to conduct FOI consultations and searches.
· A further complexity involved the major structural changes with
key staff to address and resolve the staffing shortage due to the
significantly increased workload.
· In order to make an informed and proper decision, the NDIA
requires additional time to determine if third party consultations are
required, conduct further consultations with line areas and finalise the
decision.
The NDIA has requested an extension to 16 June 2021. I will take any
comments you may have to make into account when deciding the application.
Please respond to this email by close of business 21 May 2021. If I do not
hear from you by this date, the decision maker will make a decision on the
basis of the information provided to me by the NDIA.
You will be notified of the decision once the matter has been finalised.
Further information about extension of time requests may be found on our
website at [11]Extensions of time.
Contact
If you have any questions regarding this email please contact me on (02)
9284 9847 or via email [12][email address]. Please quote OAIC
reference number at the top of this email in all correspondence.
Kind regards,
[13][IMG] Jasmin Clarke | Assistant
Review and Investigation
Advisor
Investigations and Compliance
Freedom of information
Regulatory Group
Office of the Australian
Information Commissioner
GPO Box 5218 Sydney NSW
2001 | [14]oaic.gov.au
+61 2 9284 9847 |
[15][email address]
[19]Subscribe [20]Subscribe
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Dear Ben Fairless
Thank you for your request for information.
Please find attached correspondence and documents in relation to your
request. If you require these in a different format, please let us know.
Please contact us at [1][NDIA request email] if you have any questions or
require help.
Thank you.
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
References
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1. mailto:[NDIA request email]