Our reference: FOI 24/25-0615
GPO Box 700
Canberra ACT 2601
1800 800 110
13 February 2025
ndis.gov.au
Gabriel
Right to Know
By email: xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxxxx.xxx.xx Dear Gabriel
Freedom of Information request — Notification of Decision
Thank you for your correspondence of 23 October 2024, in which you requested access to
documents held by the National Disability Insurance Agency (NDIA), under the
Freedom of
Information Act 1982 (FOI Act).
The purpose of this letter is to provide you with a decision on your request.
Scope of your request
You have requested access to the following documents:
“…I would like to request any documents which state the NDIA's policies, procedures,
guidance documents etc. about the recording of phone calls made to/from the NDIA. If
relevant, I would like the documents to show the contact number unredacted which the
policy is referring to. I would additionally like any documents which provide guidance for
what NDIA staff should do if a caller states that they are recording the call or asks for
permission to record the call…”
Extension of time
On 22 November 2024, you agreed to a 30-day extension of time under section 15AA of the
FOI Act, making 22 December 2024 the new date to provide you with a decision on access.
Decision on access to documents
I am authorised to make decisions under section 23(1) of the FOI Act. My decision on your
request and the reasons for my decision are set out below.
I have identified 6 documents, which fall within the scope of your request.
These documents were identified by conducting searches of NDIA’s systems, using all
reasonable search terms that could return documents relevant to your request, and
consulting with relevant NDIA staff who could be expected to be able to identify documents
within the scope of the request.
I have decided to grant access to 6 documents in part
In reaching my decision, I took the following into account:
• your correspondence outlining the scope of your request
• the nature and content of the documents falling within the scope of your request
• the FOI Act
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• the FOI Guidelines published under section 93A of the FOI Act
• consultation with relevant NDIA staff
• factors relevant to my assessment of whether or not disclosure would be in the public
interest
• the NDIA’s operating environment and functions.
Reasons for decision
Certain operations of agencies (section 47E(d))
Section 47E(d) of the FOI Act conditionally exempts a document if its disclosure would, or
could reasonably be expected to, have a substantial adverse effect on the proper and
efficient conduct of the operations of an agency.
Documents 1 to 6 contain information relating to certain operations of the NDIA, specifically:
URLs, the disclosure of which would have a serious impact on the Agency’s ability to
operate within a secure IT environment.
Accordingly, I find that disclosure of this information would or could reasonably be expected
to have a substantial adverse effect on the operations of the Agency and is therefore
conditionally exempt under section 47E(d) of the FOI Act.
Public interest considerations – section 47E(d)
Section 11A(5) of the FOI Act provides that access to a document covered by a conditional
exemption must be provided unless disclosure would be contrary to the public interest.
I have not considered any of the irrelevant factors as set out under section 11B(4) of the FOI
Act in making this decision.
In favour of disclosure, I have considered the factors outlined in section 11B(3) of the FOI
Act, and I have determined that disclosure of the relevant information in Documents 1 to 6
would promote the objects of the FOI Act by providing access to documents held by the
government.
Against disclosure, I consider that disclosure of the relevant information in these Documents:
• would not contribute to the publication of information of sufficient public interest to justify
the likely harm caused by release
• would not enhance Australia’s representative democracy in the ways described in
section 11B(3) of the FOI Act
• would not inform any debate on a matter of public importance, or promote oversight of
public expenditure.
While there is limited public interest in the disclosure of information conditionally exempt
under section 47E(d) of the FOI Act, the harm that would result from disclosure is that it
could reasonably be expected to:
• prejudice the ability of the Agency to protect the security and integrity of information held
in the Agency
In summary, I am satisfied that the factors against disclosure of the information outweigh the
factors in favour of disclosure and that, on balance, it would be contrary to the public interest
to release this information to you. Accordingly, I have decided that the relevant information in
Documents 1 to 6 are exempt under section 47E(d) of the FOI Act.
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Release of documents
The documents for release, as referred to in the Schedule of Documents at
Attachment A,
are enclosed.
Rights of review
Your rights to seek a review of my decision, or lodge a complaint, are set out at
Attachment B.
Should you have any enquiries concerning this matter, please do not hesitate to contact me
by email
at xxx@xxxx.xxx.xx. Yours sincerely
Cooper (CHH674)
Team Leader - Senior Freedom of Information Officer
Complaints Management & FOI Branch
General Counsel Division
National Disability Insurance Agency
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Attachment A
Schedule of Documents for FOI 24/25-0615
Document
Page
Description
Access Decision
Comments
number
number
Caller Requests to Record Phone
PARTIAL ACCESS
1
1-13
Call Phone Enquiry
Exemption(s) claimed:
Date: Not Available
s47E(d) – certain operations of agencies
Amazon Connect Telephony
PARTIAL ACCESS
2
14-33
Responses
Exemption(s) claimed:
Date: Not Available
s47E(d) – certain operations of agencies
Amazon Connect Team Leader
PARTIAL ACCESS
3
34-57
Guidance
Exemption(s) claimed:
Date: Not Available
s47E(d) – certain operations of agencies
Amazon Connect Telephony
PARTIAL ACCESS
4
58-85
Service Officer Guidance
Exemption(s) claimed:
Date: Not Available
s47E(d) – certain operations of agencies
Call Handling Basics
PARTIAL ACCESS
5
86-112
Date: Not Available
Exemption(s) claimed:
s47E(d) – certain operations of agencies
NCC Service Officer Guidance
PARTIAL ACCESS
6
161-181
Date: Not Available
Exemption(s) claimed:
s47E(d) – certain operations of agencies
4
Attachment B
Your review rights
Internal Review
The FOI Act gives you the right to apply for an internal review of this decision. The review
will be conducted by a different person to the person who made the original decision.
If you wish to seek an internal review of the decision, you must apply for the review, in
writing, within 30 days of receipt of this letter.
No particular form is required for an application for internal review, but to assist the review
process, you should clearly outline your grounds for review (that is, the reasons why you
disagree with the decision). Applications for internal review can be lodged by email to
xxx@xxxx.xxx.xx or sent by post to:
Freedom of Information Section
Complaints Management & FOI Branch
General Counsel Division
National Disability Insurance Agency
GPO Box 700
CANBERRA ACT 2601
Review by the Office of the Australian Information Commissioner
The FOI Act also gives you the right to apply to the Office of the Australian Information
Commissioner (OAIC) to seek a review of this decision.
If you wish to have the decision reviewed by the OAIC, you may apply for the review, in
writing, or by using the online merits review form available on the OAIC’s website at
www.oaic.gov.au, within 60 days of receipt of this letter.
Applications for review can be lodged with the OAIC in the following ways:
Online:
www.oaic.gov.au
Post:
GPO Box 5218, Sydney NSW 2001
Email:
xxxxxxxxx@xxxx.xxx.xx
Phone:
1300 363 992 (local call charge)
Complaints to the Office of the Australian Information Commissioner or the
Commonwealth Ombudsman
You may complain to either the Commonwealth Ombudsman or the OAIC about actions
taken by the NDIA in relation to your request. The Ombudsman will consult with the OAIC
before investigating a complaint about the handling of an FOI request.
Your complaint to the OAIC can be directed to the contact details identified above. Your
complaint to the Ombudsman can be directed to:
Phone:
1300 362 072 (local call charge)
Email:
xxxxxxxxx@xxxxxxxxx.xxx.xx
Your complaint should be in writing and should set out the grounds on which it is considered
that the actions taken in relation to the request should be investigated.
