Question
Number
414
Subject
Justice and Community Safety Directorate
(Call responsiveness)
(Call responsiveness)
Asked by
Cain, Peter
Directed to
Attorney-General
Question asked on
07 May 2025
Answer due on
08 June 2025
Question asked
- How many inbound telephone calls to the Justice and Community Safety Directorate landlines went unanswered each month over the past two financial years and this financial year to date.
- What data does the Directorate collect on call (a) wait times, (b) abandonment rates and (c) resolution rates for inbound telephone inquiries, and can this data be provided, by business unit, for the past two financial years and this financial year to date.
- Has the Directorate conducted any customer satisfaction surveys, audits, or internal reviews regarding inbound telephone responsiveness in the last three years; if so, can the results be provided.
- What is the Directorate's policy, or expected standard, for answering inbound calls to published landline numbers.