KPI's for Infoline staff for the past ten years

Written by Claude Haiku 5.5 from the extracted text on 20 Oct 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

This FOI release, titled "KPIs for Infoline staff for the past ten years", comprises performance plans for Fair Work Ombudsman Infoline and Frontline Voice and Assisted Digital staff at APS 3 and APS 4 levels, covering 2017-18 to 2021-22. The plans set key deliverables including phone Average Speed of Answer targets (10 to 13 minutes for all queues, 5 minutes for the Small Business Helpline), Average Handle Time within 15 per cent of the national average, a 90 per cent authentication rate, and 48-hour response times for My Account and web chat. Probationary staff have graduated targets over their first six months. Several pages are redacted as irrelevant information, and the release also includes extracts from FWO annual reports for 2015-16 to 2023-24 and customer feedback. No employer-specific enforcement records are included.