Request for User Guide - Call Centre Supervisor/Reporting Application
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,
Can I please request a copy of the current induction training materials for contact centre staff hired to assist clients with:
Medicare and Centrelink services.
Please treat this request informally if possible, if it cannot be treated as a request for informal administrative access then please consider it a formal Freedom of Information request.
Yours faithfully,
Ben Fairless
The FOI team will be closed from 23 December 2016 until 2 January 2017
(inclusive). Applications lodged during that period will be considered
when we re-open on 3 January 2017.
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Mr Fairless,
Please see attached correspondence in relation to your Freedom of
Information Request.
Regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [1][email address]
[2]cid:image004.png@01D1B4D9.510E2740
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Dear FOI.LEGAL.TEAM,
Your request for an extension of time was not approved previously and you do not have my written consent to do so.
Yours sincerely,
Ben Fairless
You have received a secure email from the Department of Human Services.
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Hello ,
Please find attached correspondence in relation to your freedom of
information request, without the classification marker on the email
Kind regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [1][email address]
[2]cid:image004.png@01D1B4D9.510E2740
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From: FOI.LEGAL.TEAM
Sent: Monday, 23 January 2017 3:06 PM
To: '[FOI #2891 email]'
<[FOI #2891 email]>
Subject: LEX24848 - Your FOI request [DLM=For-Official-Use-Only]
Mr Fairless,
Please see attached correspondence in relation to your FOI request.
Regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [3][email address]
[4]cid:image004.png@01D1B4D9.510E2740
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professional privilege or information that is otherwise sensitive or
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Dear FOI.LEGAL.TEAM,
First thing, can you please stop putting "Right to Know" as the company on each request? I don't make requests on behalf of the site, and righttoknow.org.au is more akin to an Email Server than to a traditional content publisher.
You wouldn't use this address block:
"Ben Fairless
Gmail"
Would it be possible to provide a schedule of the documents you've found, so I can choose which documents I would like to exclude from my request?
Yours sincerely,
Ben Fairless
The Department of Human Services acknowledges receipt of your
correspondence.
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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,
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Mr Fairless,
To assist in narrowing the size of your request, the following list
provides a breakdown of the documents covered by your original request:
[1]cid:image001.png@01D27656.F48779F0
As advised, within the next 14 days you must do one of the following in
writing:
- Withdraw the request
- Make a revised request, or
- Tell us that you do not want to revise your request
Regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [2][email address]
[3]cid:image004.png@01D1B4D9.510E2740
This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.
-----Original Message-----
From: Ben Fairless [mailto:[FOI #2891 email]]
Sent: Monday, 23 January 2017 3:23 PM
To: FOI.LEGAL.TEAM
Subject: Re: FW: LEX24848 - Your FOI request [SEC=UNCLASSIFIED]
Dear FOI.LEGAL.TEAM,
First thing, can you please stop putting "Right to Know" as the company on
each request? I don't make requests on behalf of the site, and
righttoknow.org.au is more akin to an Email Server than to a traditional
content publisher.
You wouldn't use this address block:
"Ben Fairless
Gmail"
Would it be possible to provide a schedule of the documents you've found,
so I can choose which documents I would like to exclude from my request?
Yours sincerely,
Ben Fairless
-----Original Message-----
Hello ,
Please find attached correspondence in relation to your freedom of
information request, without the classification marker on the email
Kind regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division Department of Human
Services
Email: [1][email address]
[2][4]cid:image004.png@01D1B4D9.510E2740
This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.
From: FOI.LEGAL.TEAM
Sent: Monday, 23 January 2017 3:06 PM
To: '[FOI #2891 email]'
Subject: LEX24848 - Your FOI request [DLM=For-Official-Use-Only]
Mr Fairless,
Please see attached correspondence in relation to your FOI request.
Regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division Department of Human
Services
Email: [3][email address]
[4][5]cid:image004.png@01D1B4D9.510E2740
This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
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and permanently delete this email.
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Dear FOI.LEGAL.TEAM,
Happy to limit my scope to facilitated powerpoints and participant resources.
Yours sincerely,
Ben Fairless
The Department of Human Services acknowledges receipt of your
correspondence.
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IMPORTANT: This e-mail is for the use of the intended recipient only and
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recipient you are notified that any review, re-transmission, disclosure,
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Dear Mr Fairless,
Please see attached correspondence in relation to your freedom of
information request.
Regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [1][email address]
[2]cid:image004.png@01D1B4D9.510E2740
This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.
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Dear FOI.LEGAL.TEAM,
I wish to contend that the charges should be waived, or reduced as it has potentially been incorrectly assessed, and is in the public interest.
I contend that the charges have not been fully assessed correctly. The documents mentioned include PowerPoint presentations which contain significantly less information than, for example, Microsoft Word documents due to the size of the text and images. It would take at most a few minutes to review these documents. I contend that there would be few exemptions applied to these presentations and in the word documents, therefore significantly reducing the time below 4 minutes per page.
I also contend that this information is entirely in the public interest. Centrelink has come under increased pressure and scrutiny in relation to the information it is providing it's customers, it's customer service generally, and the resilience of it's staff. This information would assist in the public debate of the adequacy of training provided to the department. I therefore contend that the department should waive all charges in respect of this request.
Yours sincerely,
Ben Fairless
The Department of Human Services acknowledges receipt of your
correspondence.
**********************************************************************
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
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Dear Mr Fairless,
Please see attached correspondence in relation to your Freedom of
Information request.
Kind regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division
Department of Human Services
Email: [1][email address]
[2]cid:image001.png@01D286D9.F238A730
This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.
-----Original Message-----
From: Ben Fairless [mailto:[FOI #2891 email]]
Sent: Tuesday, 7 February 2017 9:06 AM
To: FOI.LEGAL.TEAM
Subject: Re: LEX24848 - Your FOI request [SEC=UNCLASSIFIED]
Dear FOI.LEGAL.TEAM,
I wish to contend that the charges should be waived, or reduced as it has
potentially been incorrectly assessed, and is in the public interest.
I contend that the charges have not been fully assessed correctly. The
documents mentioned include PowerPoint presentations which contain
significantly less information than, for example, Microsoft Word documents
due to the size of the text and images. It would take at most a few
minutes to review these documents. I contend that there would be few
exemptions applied to these presentations and in the word documents,
therefore significantly reducing the time below 4 minutes per page.
I also contend that this information is entirely in the public interest.
Centrelink has come under increased pressure and scrutiny in relation to
the information it is providing it's customers, it's customer service
generally, and the resilience of it's staff. This information would assist
in the public debate of the adequacy of training provided to the
department. I therefore contend that the department should waive all
charges in respect of this request.
Yours sincerely,
Ben Fairless
-----Original Message-----
Dear Mr Fairless,
Please see attached correspondence in relation to your freedom of
information request.
Regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division Department of Human
Services
Email: [1][email address]
[2][3]cid:image004.png@01D1B4D9.510E2740
This email and any attachments may contain information subject to legal
professional privilege or information that is otherwise sensitive or
confidential. If you are not the intended recipient of this email, you are
prohibited from using or disseminating this communication. If you have
received this communication in error please notify the sender immediately
and permanently delete this email.
References
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-------------------------------------------------------------------
Please use this email address for all replies to this request:
[5][FOI #2891 email]
This request has been made by an individual using Right to Know. This
message and any reply that you make will be published on the internet.
More information on how Right to Know works can be found at:
[6]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.
-------------------------------------------------------------------
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this information is prohibited and may result in severe penalties. If you
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5. mailto:[FOI #2891 email]
6. https://www.righttoknow.org.au/help/offi...
Dear Department of Human Services,
Please pass this on to the person who conducts Freedom of Information reviews.
I am writing to request an internal review of Department of Human Services's handling of my FOI request.
The department has contended that there is no public interest in providing information on the training of Public Servants in the most funded agency in Government. This claim is preposterous!
Furthermore, the Department says that it would need to carefully review the participant resources to determine if exemptions were to apply. I contend that it is unlikely that any information contained in participant documents given to a frontline employee who may not have even acquired a Baseline clearance would contain any exemptions.
Please ensure this review is conducted by an officer senior to that of the current officer.
A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.righttoknow.org.au/request/r...
Yours faithfully,
Ben Fairless
Dear Mr Fairless,
Please find attached correspondence in relation to your request for
internal review.
Regards,
FOI Legal Team
FOI and Litigation Branch | Legal Services Division
Department of Human Services
Doris Blackburn Building 18 Canberra Avenue, Forrest
Email: [1][email address]
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Verity Pane left an annotation ()
Ridiculous calculation of charges that have no legitimate basis in fact, but are a thinly guised attempt to unlawfully frustrate access, are unfortunately an issue cropping up more and more.
At the end of the day though, the agency bears the onus of proof in demonstrating that its estimated charges are reasonable, legitimate and at the lowest cost.
It's disappointing, but sometimes you have to take these things all the way to stop such fraudulent practices.
Justin Warren left an annotation ()
Escalate to the OAIC and/or Ombudsman. This is clearly wrong.
Section 4.83 of the Guidelines:
https://www.oaic.gov.au/freedom-of-infor...
"The document relates to a matter of public debate, or a policy issue under discussion within an agency, and disclosure of the document would assist public comment on or participation in the debate or discussion." You clearly mentioned this.
See also: http://www.austlii.edu.au/au/cases/cth/A...
and
http://www.austlii.edu.au/au/cases/cth/A...