"Alternative Service Arrangements"
Ben Fairless made this Freedom of Information request to Services Australia
This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.
Dear Department of Human Services,
I would like a copy of the current template(s) used by the Department to refuse face to face services and to offer "Alternative Service Arrangements" (Also Known As "ASA").
I would also like a copy of any current guidance issued to Departmental officers on when and how Alternative Service Arrangements are to be offered.
Please deal with this request informally or in accordance with your Administrative Access scheme if practicable. If this isn't practical, please consider it a formal application under the Freedom of Information Act.
Yours faithfully,
Ben Fairless
Dear Mr Fairless,
Please see attached correspondence relating to your request under the
Freedom of Information Act 1982.
If you have any queries, please email [DHS request email].
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division
Department of Human Services
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Dear FOI.LEGAL.TEAM,
Thanks for your email and acknowledgement. Can I clarify why the department wishes to process this request formally, instead of under Administative Access (http://www.oaic.gov.au/freedom-of-inform...)
Many Thanks,
Ben Fairless
Dear Mr Fairless,
Thank you for your email.
At this preliminary stage, the department does not consider administrative release to be practicable or appropriate. It is necessary to undertake consultations with the business area who owns the documents within the scope of your request prior to making a decision regarding administrative access.
The department will contact you to discuss administrative access, should it be appropriate.
If you have any further queries, please email [DHS request email].
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services Division
Department of Human Services
-----Original Message-----
From: Ben Fairless [mailto:[FOI #898 email]]
Sent: Tuesday, 3 February 2015 2:50 PM
To: FOI.LEGAL.TEAM
Subject: Re: Your FOI request LEX 12160 Fairless [SEC=UNOFFICIAL]
Dear FOI.LEGAL.TEAM,
Thanks for your email and acknowledgement. Can I clarify why the department wishes to process this request formally, instead of under Administative Access (http://www.oaic.gov.au/freedom-of-inform...)
Many Thanks,
Ben Fairless
-----Original Message-----
Dear Mr Fairless,
Please see attached correspondence relating to your request under the Freedom of Information Act 1982.
If you have any queries, please email [email address].
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services Division Department of Human Services
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #898 email]
Write your response as plain text. Only send PDF documents as a last resort. Government guidelines make it clear that PDF is not an acceptable format for you to use in the delivery of government information.
https://www.righttoknow.org.au/help/offi...
The Freedom of Information Commissioner has recommended that agencies accept requests from Right to Know as valid for the purpose of s.15(2)(c) of the Freedom of Information Act. See https://www.righttoknow.org.au/assets/OA... for details of the OAIC decision.
Disclaimer: This message and any reply that you make will be automatically published on the internet. Our privacy and copyright policies:
https://www.righttoknow.org.au/help/offi...
If you find this service useful as an FOI officer, please ask your web manager to link to us from your organisation's FOI page.
-------------------------------------------------------------------
********************************************************************** IMPORTANT: This e-mail is for the use of the intended recipient only and may contain information that is confidential, commercially valuable and/or subject to legal or parliamentary privilege. If you are not the intended recipient you are notified that any review, re-transmission, disclosure, dissemination or other use of, or taking of any action in reliance upon, this information is prohibited and may result in severe penalties. If you have received this e-mail in error please notify the sender immediately and delete all electronic and hard copies of this transmission together with any attachments. Please consider the environment before printing this e-mail **********************************************************************
Dear FOI.LEGAL.TEAM,
If it helps the Department manage it's caseload, I'm happy to withdraw LEX 12160 if you can provide the below documents (which are listed on http://operational.humanservices.gov.au) without needing to go through the formal process of the FOI Act:
BluePrint:
277-09070000 Personalised Services (CS)
277-09080000 Restricted service customer options (CS)
277-09080010 Restricted service for a Child Support customer
277-09080020 Reviewing a restricted service for a Child Support customer
277-09110000 Customer aggression and unreasonable customer conduct (CS)
104-02010010 Customer aggression
eRef:
101.04670 Restricted Servicing Arrangements (RSA)
101.04680 Escalated Customer Management
It would be appreciated if each document was provided in it's original format (HTML or Microsoft Word) and the documents were attached individually.
I note that on the "Operational information for the Department of Human Services: site makes it clear that information on the list is available on request, so hopefully this makes processing the crux of my request easier.
Yours sincerely,
Ben Fairless
Dear Mr Fairless,
Thank you for your email.
Of the operational information you have requested, the following are
available for release through the department's administrative processes:
· 277-09070000 Personalised Services
· 277-09080000 Restricted service customer options
· 277-09080010 Restricted service for a Child Support customer
· 277-09080020 Reviewing a restricted service for a Child Support
customer
· 277-09110000 Customer aggression and unreasonable customer
conduct
· 104-02010010 Customer Aggression
I note that the department is currently developing a new system that will
automate the publication of operational information directly to the
department’s website for direct download by the public. This means that
the department will transition from e-reference to the operational
blueprint. Unfortunately, the e-reference guides that you have requested
no longer exist as they have been transitioned to operational blueprint
and are not available through the department’s Information Publication
Scheme.
Could you please confirm whether you wish to withdraw your request LEX
12160 under the FOI Act and receive the above operational information
through the department’s administrative processes.
If you have any queries, please email [DHS request email].
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division
Department of Human Services
-----Original Message-----
From: Ben Fairless [mailto:[FOI #898 email]]
Sent: Friday, 6 February 2015 12:42 AM
To: FOI.LEGAL.TEAM
Subject: RE: Your FOI request LEX 12160 Fairless [SEC=UNOFFICIAL]
Dear FOI.LEGAL.TEAM,
If it helps the Department manage it's caseload, I'm happy to withdraw LEX
12160 if you can provide the below documents (which are listed on
[1]http://operational.humanservices.gov.au) without needing to go through
the formal process of the FOI Act:
BluePrint:
277-09070000Personalised Services (CS)
277-09080000Restricted service customer options (CS)
277-09080010Restricted service for a Child Support customer
277-09080020Reviewing a restricted service for a Child Support customer
277-09110000Customer aggression and unreasonable customer conduct (CS)
104-02010010Customer aggression
eRef:
101.04670Restricted Servicing Arrangements (RSA) 101.04680Escalated
Customer Management
It would be appreciated if each document was provided in it's original
format (HTML or Microsoft Word) and the documents were attached
individually.
I note that on the "Operational information for the Department of Human
Services: site makes it clear that information on the list is available on
request, so hopefully this makes processing the crux of my request easier.
Yours sincerely,
Ben Fairless
-----Original Message-----
Dear Mr Fairless,
Thank you for your email.
At this preliminary stage, the department does not consider administrative
release to be practicable or appropriate. It is necessary to undertake
consultations with the business area who owns the documents within the
scope of your request prior to making a decision regarding administrative
access.
The department will contact you to discuss administrative access, should
it be appropriate.
If you have any further queries, please email [email address].
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division Department of Human Services
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[2][FOI #898 email]
Write your response as plain text. Only send PDF documents as a last
resort. Government guidelines make it clear that PDF is not an acceptable
format for you to use in the delivery of government information.
[3]https://www.righttoknow.org.au/help/offi...
The Freedom of Information Commissioner has recommended that agencies
accept requests from Right to Know as valid for the purpose of s.15(2)(c)
of the Freedom of Information Act. See
[4]https://www.righttoknow.org.au/assets/OA... for details of
the OAIC decision.
Disclaimer: This message and any reply that you make will be automatically
published on the internet. Our privacy and copyright policies:
[5]https://www.righttoknow.org.au/help/offi...
If you find this service useful as an FOI officer, please ask your web
manager to link to us from your organisation's FOI page.
-------------------------------------------------------------------
**********************************************************************
IMPORTANT: This e-mail is for the use of the intended recipient only and
may contain information that is confidential, commercially valuable and/or
subject to legal or parliamentary privilege. If you are not the intended
recipient you are notified that any review, re-transmission, disclosure,
dissemination or other use of, or taking of any action in reliance upon,
this information is prohibited and may result in severe penalties. If you
have received this e-mail in error please notify the sender immediately
and delete all electronic and hard copies of this transmission together
with any attachments. Please consider the environment before printing this
e-mail
**********************************************************************
References
Visible links
1. http://operational.humanservices.gov.au/
2. mailto:[FOI #898 email]
3. https://www.righttoknow.org.au/help/offi...
4. https://www.righttoknow.org.au/assets/OA...
5. https://www.righttoknow.org.au/help/offi...
Dear FOI.LEGAL.TEAM,
Thanks for getting back to me. I'm happy to accept the documents you listed and you can consider LEX 12160 withdrawn when those documents are received.
As for the documents that aren't available, it would be helpful if you could review the information listed on your Operational Information Site, as the documents you say no longer exist are listed as documents which could be released under the IPS (see http://operational.humanservices.gov.au/... for a list of all documents you say can be released under IPS).
Many Thanks,
Ben Fairless
Dear Mr Fairless,
Please see attached the following operational information:
· 277-09070000 Personalised Services
· 277-09080000 Restricted service customer options
· 277-09080010 Restricted service from a Child Support customer
· 277-09080020 Reviewing a restricted service for a Child Support
customer
· 277-09110000 Customer aggression and unreasonable customer
conduct
· 104-02012210 Customer aggression
I have now taken your request to have been withdrawn.
If you have any further queries, please email
[1][DHS request email].
Kind regards
FOI Officer
FOI Team
Freedom of Information & Information Release Branch | Legal Services
Division
Department of Human Services
**********************************************************************
IMPORTANT: This e-mail is for the use of the intended recipient only and
may contain information that is confidential, commercially valuable and/or
subject to legal or parliamentary privilege. If you are not the intended
recipient you are notified that any review, re-transmission, disclosure,
dissemination or other use of, or taking of any action in reliance upon,
this information is prohibited and may result in severe penalties. If you
have received this e-mail in error please notify the sender immediately
and delete all electronic and hard copies of this transmission together
with any attachments. Please consider the environment before printing this
e-mail
**********************************************************************
References
Visible links
1. mailto:[email address]