Document Relating To Genuine Attempts To Contact By Phone (lex 81725). Operational Blueprint Documents (lex 81725): Calling A Customer Or Returning A Customer’s Call 111-05050050 (effective From 24…

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Services Australia released an operational blueprint document detailing procedures for calling customers or returning their calls, effective from 24 July 2024. The document covers domestic calls (generally between 8:00 am and 8:00 pm in the customer's local time zone), international calls (requiring switchboard assistance during business hours or Telstra arrangement outside these hours with EL2 approval), and Norfolk Island calls (using country code +6723 with specific 5-digit number formats). For mobile phone contacts, Service Officers are instructed to ask customers whether they prefer to continue on the mobile or use an alternative number, and are prohibited from offering to call back customers to reduce their costs even after extended wait times. Parts of the document were redacted under section 47E(d) of the Freedom of Information Act.