Customer Service Charter - Pillar
Dear Commonwealth Superannuation Corporation,
Further to my earlier FOI request, as the PSSap is now administered by Pillar Administration I believe that Schedule A provided in response to my previous request has probably been superseded by an agreement that you have in place with Pillar.
I therefore request under FOI a copy of any Service Level Agreements that the CSC has in place with Pillar.
Yours faithfully,
Red
Dear Red
Just a short note to let you know that your request for "a copy of any service level agreements that the CSC has in place with Pillar" has been received and that we will reply in due course.
Yours sincerely
Michael Carberry
Enquiries and Complaints Manager
Commonwealth Superannuation Corporation (CSC)
Phone: +61 2 6263 6999
Fax: +61 2 6263 6900
GPO Box 1907, Canberra City ACT 2601
www.csc.gov.au
--------------------------------------------------------------------
SECURITY WARNING
This electronic communication (including any attached files) may contain confidential and/or legally privileged information and is intended only for the use of the person to whom it is addressed. If you are not the intended recipient, you do not have permission to read, use, disseminate, distribute, copy or retain any part of this communication or its attachments in any form. If this e-mail was sent to you by mistake, please take the time to notify the sender so that they can identify the problem and avoid any more mistakes in sending email to you. The unauthorised use of information contained in this communication or its attachments may result in legal action against any person who uses it.
--------------------------------------------------------------------
CSC: AFSL 238069 ABN 48 882 817 243 RSE L0001397
CSS: RSE R1004649
MSBS: RSE R1000306
PSS: RSE R1004595
PSSap: RSE R1004601
-----Original Message-----
From: Red [mailto:[FOI #113 email]]
Sent: Wednesday, 15 May 2013 3:56 PM
To: Secretary CSC
Subject: Freedom of Information request - Customer Service Charter - Pillar
Dear Commonwealth Superannuation Corporation,
Further to my earlier FOI request, as the PSSap is now administered
by Pillar Administration I believe that Schedule A provided in
response to my previous request has probably been superseded by an
agreement that you have in place with Pillar.
I therefore request under FOI a copy of any Service Level
Agreements that the CSC has in place with Pillar.
Yours faithfully,
Red
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #113 email]
Is [email address] the wrong address for Freedom of
Information requests to Commonwealth Superannuation Corporation? If
so, please contact us using this form:
http://www.righttoknow.org.au/help/contact
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.
http://www.righttoknow.org.au/help/offic...
Disclaimer: This message and any reply that you make will be
published on the internet. Our privacy and copyright policies:
http://www.righttoknow.org.au/help/offic...
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.
-------------------------------------------------------------------
Dear Red
There is no document that meets the terms of your request. We will now treat this request as having been finalised.
Yours sincerely
Michael Carberry
Enquiries and Complaints Manager
Commonwealth Superannuation Corporation (CSC)
Phone: +61 2 6263 6999
Fax: +61 2 6263 6900
GPO Box 1907, Canberra City ACT 2601
www.csc.gov.au
--------------------------------------------------------------------
SECURITY WARNING
This electronic communication (including any attached files) may contain confidential and/or legally privileged information and is intended only for the use of the person to whom it is addressed. If you are not the intended recipient, you do not have permission to read, use, disseminate, distribute, copy or retain any part of this communication or its attachments in any form. If this e-mail was sent to you by mistake, please take the time to notify the sender so that they can identify the problem and avoid any more mistakes in sending email to you. The unauthorised use of information contained in this communication or its attachments may result in legal action against any person who uses it.
--------------------------------------------------------------------
CSC: AFSL 238069 ABN 48 882 817 243 RSE L0001397
CSS: RSE R1004649
MSBS: RSE R1000306
PSS: RSE R1004595
PSSap: RSE R1004601
-----Original Message-----
From: Red [mailto:[FOI #113 email]]
Sent: Wednesday, 15 May 2013 3:56 PM
To: Secretary CSC
Subject: Freedom of Information request - Customer Service Charter - Pillar
Dear Commonwealth Superannuation Corporation,
Further to my earlier FOI request, as the PSSap is now administered
by Pillar Administration I believe that Schedule A provided in
response to my previous request has probably been superseded by an
agreement that you have in place with Pillar.
I therefore request under FOI a copy of any Service Level
Agreements that the CSC has in place with Pillar.
Yours faithfully,
Red
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #113 email]
Is [email address] the wrong address for Freedom of
Information requests to Commonwealth Superannuation Corporation? If
so, please contact us using this form:
http://www.righttoknow.org.au/help/contact
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.
http://www.righttoknow.org.au/help/offic...
Disclaimer: This message and any reply that you make will be
published on the internet. Our privacy and copyright policies:
http://www.righttoknow.org.au/help/offic...
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.
-------------------------------------------------------------------
Dear Secretary CSC,
I find your response inadequate. As another interested person has noted, " ...there are interesting inadequacies of the reply from the Commonwealth Superannuation Corportation.
Your request was stated as, "A request under FOI", so the reply from the Corporation should meet the demands of the Act, but it does not. The reply should have said that the Corporation refused your request on the grounds of section 24AA of the Act ("Requests may be refused if documents cannot be found, do not exist or have not been received"). It was important for the Corporation to have said this because then it is clear that the decision is something the Act calls "access refusal decision". And you have the same rights as anyone who gets an "access refusal decision" based on other reasons.
For example, you may believe the documents exist and the Corporation did not look very hard! In any case, the Corporation should have said you can ask for internal review, "IC review", and so forth, and explain how you can request them. Note: if you want an internal review you must make your application within 30 days of the day when you are told the decision."
Please provide me with a proper formal response. I actually believe that such a document does exist. I find it hard to believe you would outsource the PSSap to Pillar but have no service level agreement in place with them.
Yours sincerely,
Red
Dear Commonwealth Superannuation Corporation,
Please pass this on to the person who conducts Freedom of Information reviews.
I am writing to request an internal review of Commonwealth Superannuation Corporation's handling of my FOI request 'Customer Service Charter - Pillar'.
Your response was inadequate and I don't believe you have undertaken a thorough search for the requested documents.
A full history of my FOI request and all correspondence is available on the Internet at this address:
http://www.righttoknow.org.au/request/cu...
Yours faithfully,
Red
Dear Red
I refer to your email of 17 June wherein you requested "Please provide me
with a proper formal response. I actually believe that such a document
does exist. I find it hard to believe you would outsource the PSSap to
Pillar but have no service level agreement in place with them."
I refer also to your email of 24 June wherein you requested:
“I am writing to request an internal review of Commonwealth Superannuation
Corporation's handling of my FOI request 'Customer Service Charter -
Pillar'.
“Your response was inadequate and I don't believe you have undertaken a
thorough search for the requested documents.”
The person authorised to make decisions in relation to your FOI request
has now made a formal decision as requested by you. You will note that the
decision is dated 21 June. The decision was in fact made on that day and
was forwarded to me for on forwarding to you. Unfortunately however, I was
on leave that day and yesterday, hence the delay. If in light of the
letter you wish to continue with your request for internal review, please
let me know and I will arrange for the review to be conducted.
As mentioned in the attachment, I would be more than happy to assist you
with any enquiries that you may have regarding the content of the
decision.
Yours sincerely
Michael Carberry
Enquiries and Complaints Manager
Commonwealth Superannuation Corporation (CSC)
Phone: +61 2 6263 6999
Fax: +61 2 6263 6900
GPO Box 1907, Canberra City ACT 2601
[1]www.csc.gov.au
--------------------------------------------------------------------
THIS EMAIL CONTAINS GENERAL ADVICE OR INFORMATION ONLY
The information in this email is general information only and has been
prepared without taking into account your personal objectives, financial
situation or needs. You should consider any advice in this email in light
of your personal objectives, financial situation or needs before acting on
it. You may wish to consult a licensed financial planner to do this. If
you are looking at acquiring a financial product you should obtain a
Product Disclosure Statement and consider its contents before making any
decisions
SECURITY WARNING
This electronic communication (including any attached files) may contain
confidential and/or legally privileged information and is intended only
for the use of the person to whom it is addressed. If you are not the
intended recipient, you do not have permission to read, use, disseminate,
distribute, copy or retain any part of this communication or its
attachments in any form. If this e-mail was sent to you by mistake, please
take the time to notify the sender so that they can identify the problem
and avoid any more mistakes in sending email to you. The unauthorised use
of information contained in this communication or its attachments may
result in legal action against any person who uses it.
--------------------------------------------------------------------
CSC: AFSL 238069 ABN 48 882 817 243 RSE L0001397
CSS: RSE R1004649
MSBS: RSE R1000306
PSS: RSE R1004595
PSSap: RSE R1004601
-----Original Message-----
From: Red [mailto:[FOI #113 email]]
Sent: Monday, 24 June 2013 11:28 AM
To: Secretary CSC
Subject: Internal review of Freedom of Information request - Customer
Service Charter - Pillar
Dear Commonwealth Superannuation Corporation,
Please pass this on to the person who conducts Freedom of
Information reviews.
I am writing to request an internal review of Commonwealth
Superannuation Corporation's handling of my FOI request 'Customer
Service Charter - Pillar'.
Your response was inadequate and I don't believe you have
undertaken a thorough search for the requested documents.
A full history of my FOI request and all correspondence is
available on the Internet at this address:
[2]http://www.righttoknow.org.au/request/cu...
Yours faithfully,
Red
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[3][FOI #113 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.
[4]http://www.righttoknow.org.au/help/offic...
Disclaimer: This message and any reply that you make will be
published on the internet. Our privacy and copyright policies:
[5]http://www.righttoknow.org.au/help/offic...
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.
-------------------------------------------------------------------
References
Visible links
1. http://www.csc.gov.au/
2. http://www.righttoknow.org.au/request/cu...
3. mailto:[FOI #113 email]
4. http://www.righttoknow.org.au/help/offic...
5. http://www.righttoknow.org.au/help/offic...
Dear Secretary CSC,
Thank you for your email of 25 June. On the basis of the information contained therein I wish to withdraw my request for an internal review of the original FOI decision.
Yours sincerely,
Red
Thankyou Red.
Yours sincerely
Michael Carberry
Enquiries and Complaints Manager
Commonwealth Superannuation Corporation (CSC)
Phone: +61 2 6263 6999
Fax: +61 2 6263 6900
GPO Box 1907, Canberra City ACT 2601
www.csc.gov.au
--------------------------------------------------------------------
THIS EMAIL CONTAINS GENERAL ADVICE OR INFORMATION ONLY
The information in this email is general information only and has been prepared without taking into account your personal objectives, financial situation or needs. You should consider any advice in this email in light of your personal objectives, financial situation or needs before acting on it. You may wish to consult a licensed financial planner to do this. If you are looking at acquiring a financial product you should obtain a Product Disclosure Statement and consider its contents before making any decisions
SECURITY WARNING
This electronic communication (including any attached files) may contain confidential and/or legally privileged information and is intended only for the use of the person to whom it is addressed. If you are not the intended recipient, you do not have permission to read, use, disseminate, distribute, copy or retain any part of this communication or its attachments in any form. If this e-mail was sent to you by mistake, please take the time to notify the sender so that they can identify the problem and avoid any more mistakes in sending email to you. The unauthorised use of information contained in this communication or its attachments may result in legal action against any person who uses it.
--------------------------------------------------------------------
CSC: AFSL 238069 ABN 48 882 817 243 RSE L0001397
CSS: RSE R1004649
MSBS: RSE R1000306
PSS: RSE R1004595
PSSap: RSE R1004601
-----Original Message-----
From: Red [mailto:[FOI #113 email]]
Sent: Friday, 5 July 2013 10:03 AM
To: Secretary CSC
Subject: RE: Internal review of Freedom of Information request - Customer Service Charter - Pillar
Dear Secretary CSC,
Thank you for your email of 25 June. On the basis of the
information contained therein I wish to withdraw my request for an
internal review of the original FOI decision.
Yours sincerely,
Red
-----Original Message-----
Dear Red
I refer to your email of 17 June wherein you requested "Please
provide me
with a proper formal response. I actually believe that such a
document
does exist. I find it hard to believe you would outsource the
PSSap to
Pillar but have no service level agreement in place with them."
I refer also to your email of 24 June wherein you requested:
“I am writing to request an internal review of Commonwealth
Superannuation
Corporation's handling of my FOI request 'Customer Service Charter
-
Pillar'.
“Your response was inadequate and I don't believe you have
undertaken a
thorough search for the requested documents.”
The person authorised to make decisions in relation to your FOI
request
has now made a formal decision as requested by you. You will note
that the
decision is dated 21 June. The decision was in fact made on that
day and
was forwarded to me for on forwarding to you. Unfortunately
however, I was
on leave that day and yesterday, hence the delay. If in light of
the
letter you wish to continue with your request for internal review,
please
let me know and I will arrange for the review to be conducted.
As mentioned in the attachment, I would be more than happy to
assist you
with any enquiries that you may have regarding the content of the
decision.
Yours sincerely
Michael Carberry
Enquiries and Complaints Manager
Commonwealth Superannuation Corporation (CSC)
Phone: +61 2 6263 6999
Fax: +61 2 6263 6900
GPO Box 1907, Canberra City ACT 2601
[1]www.csc.gov.au
CSC: AFSL 238069 ABN 48 882 817 243 RSE L0001397
CSS: RSE R1004649
MSBS: RSE R1000306
PSS: RSE R1004595
PSSap: RSE R1004601
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #113 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.
http://www.righttoknow.org.au/help/offic...
Disclaimer: This message and any reply that you make will be
published on the internet. Our privacy and copyright policies:
http://www.righttoknow.org.au/help/offic...
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.
-------------------------------------------------------------------
Locutus Sum left an annotation ()
You maybe do not want to go any further with your application and maybe you are happy with the information: "There is no document that meets the terms of your request." Yet, there are interesting inadequacies of the reply from the Commonwealth Superannuation Corportation.
Your request was stated as, "A request under FOI", so the reply from the Corporation should meet the demands of the Act, but it does not. The reply should have said that the Corporation refused your request on the grounds of section 24AA of the Act ("Requests may be refused if documents cannot be found, do not exist or have not been received"). It was important for the Corporation to have said this because then it is clear that the decision is something the Act calls "access refusal decision". And you have the same rights as anyone who gets an "access refusal decision" based on other reasons.
For example, you may believe the documents exist and the Corporation did not look very hard! In any case, the Corporation should have said you can ask for internal review, "IC review", and so forth, and explain how you can request them. Note: if you want an internal review you must make your application within 30 days of the day when you are told the decision.