Optus for contact centre management services
Ben Fairless made this Freedom of Information request to Services Australia
Dear Services Australia,
According to https://www.itnews.com.au/news/services-..., you've selected Optus to provide your contact centre management services.
This is a request for documents that detail the requirements that Service Australia were looking for, and the responses from Optus and Telstra (assuming they were invited to bid for the tender).
Please consider this request administratively. If you can't do that for any reason please treat it as a formal FOI request.
Yours faithfully,
Ben Fairless
Thank you for contacting the Freedom of Information (FOI) team in Services
Australia (the Agency).
This email acknowledges your correspondence and provides some general
information in relation to FOI.
Administrative release of documents
The Agency has administrative access arrangements ('the arrangements') for
the release of certain documents without the need for a formal FOI
request. If you agree to the release of documents under these
arrangements, we may provide you with documents under the arrangements,
where appropriate.
Any parts of your FOI request that are addressed by documents being
released under the arrangements will be considered withdrawn. The
arrangements do not extend to information or materials of third parties.
You will be notified when documents are released to you under the
arrangements.
Personal information of Agency staff
We consider staff details to be personal information of those staff
members. As part of the FOI application process, we will seek your consent
to exclude the following information from documents that may be captured
by your request:
* names of Services Australia staff below the Senior Executive level
(junior staff)
* direct staff telephone numbers, signatures, logon identifiers and
email addresses.
If you consent to exclude this information, we will treat it as outside
the scope of your request and therefore irrelevant under Section 22 of the
FOI Act.
Charges
No charge is payable for providing a person with their own personal
information.
If you are requesting non-personal information the Agency will advise you
as soon as practicable if a charge is payable to process your request, and
the amount of any such charge.
How we will send documents to you
Unless you have requested to receive correspondence and documents relating
to your FOI request via post we will communicate with you via this email
address. Some documents may be too large to send to you via email. If
applicable, we will seek your consent to provide the requested documents
to you electronically via a secure file sharing platform. Please advise us
as soon as possible if you wish correspondence or documents to be sent to
another address, or if your email address changes.
How long do I have to wait?
We are required to answer your request within 30 days unless the time
frame is extended under the FOI Act.
Our reference: LEX 80280
Dear Ben Fairless
Acknowledgement of your Freedom of Information Request
I refer to your request for access to documents under the Freedom of
Information Act 1982 (the FOI Act). You requested access to:
According to
[1]https://aus01.safelinks.protection.outlo...,
you've selected Optus to provide your contact centre management services.
This is a request for documents that detail the requirements that Service
Australia were looking for, and the responses from Optus and Telstra
(assuming they were invited to bid for the tender).
Please consider this request administratively. If you can't do that for
any reason please treat it as a formal FOI request.
Your request was received by Services Australia (the Agency) on 25 June
2024 and the 30 day statutory period for processing your request
commenced from the day after that date. A decision is therefore currently
due on 25 July 2024. The period of 30 days may be extended if we need to
consult third parties or for other reasons. We will advise you if this
happens.
Request for Extension of Time
The Agency is currently managing a high volume of FOI requests. Most
requests being from individuals for access to their personal information.
As such, we have to allocate appropriate resources to process those
requests and meet our obligations to the Australian public.
Noting the above and that we are currently managing 4 FOI requests from
you for internal Agency documents, we respectfully ask for an extension of
30 days under section 15AA of the FOI Act.
The effect of this extension of time means a decision on this request
would be due by 26 August 2024. If we are able to provide you with a
decision sooner, we will do so.
Administrative Release of Documents
The Agency has administrative access arrangements ('the arrangements') for
the release of certain documents without the need for a formal FOI
request. You have agreed to the release of documents under these
arrangements.
Any parts of your FOI request that are addressed by documents being
released under the arrangements will be considered withdrawn. The
arrangements do not extend to information or materials of third parties.
You will be notified when documents are released to you under the
arrangements.
Disclosure Log
Please note information released under the FOI Act may be published in a
disclosure log on the agency's website. Section 11C of the FOI Act
requires this publication, however it is subject to certain exceptions,
including where publication of personal, business, professional or
commercial information would be unreasonable.
Personal information of Agency staff
We consider staff details to be personal information of those staff
members. As part of the FOI application process, we will seek your consent
to exclude the following information from documents that may be captured
by your request:
o names of Services Australia staff below the Senior Executive level
(junior staff)
o direct staff telephone numbers, signatures, logon identifiers and
email addresses.
If you consent to exclude this information, we will treat it as outside
the scope of your request and therefore irrelevant under Section 22 of the
FOI Act.
Charges
No charge is payable for providing a person with their own personal
information. If you are requesting non-personal information the Agency
will advise you as soon as practicable if a charge is payable to process
your request, and the amount of any such charge.
How we will send documents to you
Unless you have requested to receive correspondence and documents relating
to your FOI request via post we will communicate with you via this email
address. Some documents may be too large to send to you via email. If
applicable we will seek your consent to provide the requested documents to
you electronically via a secure file sharing platform. Please advise us as
soon as possible if you wish correspondence or documents to be sent to
another address, or if your email address changes.
Action
Please advise whether you consent to the removal of junior staff details
as described above, under section 22 of the FOI by responding to this
email with “I agree to remove staff details”.
In addition, please advise if you agree to the extension of time.
A response by close of business COB 1 July 2024 would be appreciated.
Further assistance
If you have any questions please email
[2][Services Australia request email]
Yours sincerely
Cherie
FOI Officer
Freedom of Information Team
FOI and Reviews Branch | Legal Services Division
Services Australia
References
Visible links
1. https://www.itnews.com.au/news/services-...
2. mailto:[Services Australia request email]
Dear Cherie,
Happy to consent to a 30 day extension of time request. I have no problem excluding "direct staff telephone numbers, signatures, logon identifiers and email addresses" but don't consent to excluding the "names of Services Australia staff below the Senior Executive level (junior staff)".
Yours sincerely,
Ben Fairless
Thank you for contacting the Freedom of Information (FOI) team in Services
Australia (the Agency).
This email acknowledges your correspondence and provides some general
information in relation to FOI.
Administrative release of documents
The Agency has administrative access arrangements ('the arrangements') for
the release of certain documents without the need for a formal FOI
request. If you agree to the release of documents under these
arrangements, we may provide you with documents under the arrangements,
where appropriate.
Any parts of your FOI request that are addressed by documents being
released under the arrangements will be considered withdrawn. The
arrangements do not extend to information or materials of third parties.
You will be notified when documents are released to you under the
arrangements.
Personal information of Agency staff
We consider staff details to be personal information of those staff
members. As part of the FOI application process, we will seek your consent
to exclude the following information from documents that may be captured
by your request:
* names of Services Australia staff below the Senior Executive level
(junior staff)
* direct staff telephone numbers, signatures, logon identifiers and
email addresses.
If you consent to exclude this information, we will treat it as outside
the scope of your request and therefore irrelevant under Section 22 of the
FOI Act.
Charges
No charge is payable for providing a person with their own personal
information.
If you are requesting non-personal information the Agency will advise you
as soon as practicable if a charge is payable to process your request, and
the amount of any such charge.
How we will send documents to you
Unless you have requested to receive correspondence and documents relating
to your FOI request via post we will communicate with you via this email
address. Some documents may be too large to send to you via email. If
applicable, we will seek your consent to provide the requested documents
to you electronically via a secure file sharing platform. Please advise us
as soon as possible if you wish correspondence or documents to be sent to
another address, or if your email address changes.
How long do I have to wait?
We are required to answer your request within 30 days unless the time
frame is extended under the FOI Act.
Dear Ben Fairless
Please find attached important correspondence in relation to your request
for access to documents held by Services Australia.
Kind regards,
Cherie
Senior FOI Officer
Freedom of Information & Reviews Branch, Legal Services Division
[1]Visual brand element showing Services Australia progress symbol to left
with Services Australia wording to the right of the symbol. Underneath is
servicesaustralia.gov.au and icons representing our social media accounts.
To follow us on social media go to servicesaustralia.gov.au/socialmedia
Aligning the bottom of the signature block is the Services Australia
indigenous artwork strip consisting of cultural elements depicting our
agency’s progress story for First Nations people.
Services Australia acknowledges the Traditional Custodians of the lands we
live on. We pay our respects to all Elders, past and present, of all
Aboriginal and Torres Strait Islander nations.
References
Visible links
Dear Cherie,
Thanks for your email and for providing information on the documents. I’m sorry for the delay in coming back to you on this.
Please consider this request withdrawn - I’ll take your feedback into account if I make a further request.
Yours sincerely,
Ben Fairless
PS: I want to commend you on the response to my request. The reply was simple, easy to read, and very clearly provided information about how I could refine the request. Very impressed.
Thank you for contacting the Freedom of Information (FOI) team in Services
Australia (the Agency).
This email acknowledges your correspondence and provides some general
information in relation to FOI.
Administrative release of documents
The Agency has administrative access arrangements ('the arrangements') for
the release of certain documents without the need for a formal FOI
request. If you agree to the release of documents under these
arrangements, we may provide you with documents under the arrangements,
where appropriate.
Any parts of your FOI request that are addressed by documents being
released under the arrangements will be considered withdrawn. The
arrangements do not extend to information or materials of third parties.
You will be notified when documents are released to you under the
arrangements.
Personal information of Agency staff
We consider staff details to be personal information of those staff
members. As part of the FOI application process, we will seek your consent
to exclude the following information from documents that may be captured
by your request:
* names of Services Australia staff below the Senior Executive level
(junior staff)
* direct staff telephone numbers, signatures, logon identifiers and
email addresses.
If you consent to exclude this information, we will treat it as outside
the scope of your request and therefore irrelevant under Section 22 of the
FOI Act.
Charges
No charge is payable for providing a person with their own personal
information.
If you are requesting non-personal information the Agency will advise you
as soon as practicable if a charge is payable to process your request, and
the amount of any such charge.
How we will send documents to you
Unless you have requested to receive correspondence and documents relating
to your FOI request via post we will communicate with you via this email
address. Some documents may be too large to send to you via email. If
applicable, we will seek your consent to provide the requested documents
to you electronically via a secure file sharing platform. Please advise us
as soon as possible if you wish correspondence or documents to be sent to
another address, or if your email address changes.
How long do I have to wait?
We are required to answer your request within 30 days unless the time
frame is extended under the FOI Act.