Question
Number
415
Subject
Justice and Community Safety Directorate
(Inbound call responsiveness)
(Inbound call responsiveness)
Asked by
Cain, Peter
Directed to
Attorney-General
Question asked on
07 May 2025
Answer due on
08 June 2025
Question asked
- What proportion of Justice and Community Safety Directorate staff have been working from home each quarter since July 2021.
- Does the Directorate monitor whether work-from-home staff are actively logged into their desk phone system or alternative call-handling solutions during work hours; if so, can the data on login rates or availability compliance be provided.
- What proportion of Directorate work-from-home staff do not have access to either softphones, call-forwarding from desk phones, or mobile phones provided by the Directorate.
- Is the Directorate aware of concerns from members of the public, the legal profession, or other agencies about being unable to contact staff via phone.
- Have any formal complaints, grievances, or Ombudsman matters been lodged about the Directorate’s telephone responsiveness since July 2021.
- What steps, if any, has the Directorate taken to improve inbound call responsiveness, particularly among work-from-home staff, and can the Attorney-General provide details of any initiatives, training, or system changes.