Decision Letter. Schedule Of Documents. Documents Relating To The Quality Assurance Framework For Externally Engaged Call Centre Staff.

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The ATO released 17 documents relating to its quality assurance framework for assessing performance of both internal staff and externally engaged call centre personnel (including outsourced providers like Probe Operations Pty Ltd). The request sought access to QA frameworks, scorecards, calibration guides, and materials used by National assessors and outsourced service provider Team Leaders via the ATO's QA portal. The ATO granted access to 2 documents in full and 15 in part, with redactions made under section 22 of the FOI Act to remove irrelevant or exempt material. The released documents are available on the ATO disclosure log under reference FOI-2025-01088. The decision considered the FOI Act and Australian Information Commissioner guidelines in determining appropriate access levels.