Performance Indicators For Telstra Health And Its Operation Of The 1800 RESPECT Hotline

Written by Claude Haiku 4.5 from the extracted text on 27 Feb 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

Telstra Health's performance report for the 1800 RESPECT domestic violence hotline sets out key performance indicators (KPIs) and service health indicators (SHIs) for 2024. The document establishes measurement frameworks across multiple contact channels—call, chat, SMS, and video—tracking metrics including call timeliness (KPI-01), chat timeliness (KPI-02), SMS timeliness (KPI-03), interaction quality (KPI-04), contract operations (KPI-07), and video timeliness (KPI-08). The report includes summary tables monitoring abandonment rates, average speed of answer, and performance bands across all 12 months of 2024. However, the actual performance data and results are heavily redacted under section 47(1)(b) of the Freedom of Information Act, preventing disclosure of the specific metrics, scores, and performance assessments for the year.