Contact Centre Branch workforce breakdown

Question

1. What is the current workforce breakdown for the Contact Centre Branch, inclusive of location, non-ongoing, ongoing and labour hire figures and how does it compare to the equivalent time last year? 2. Please provide the current call centre waiting times and how it compares with the past. 3. Does the Department have any statistics on customer aggression against staff and whether it has gotten worse over the past year? If so, please provide them. 4. Will the $26.5 million in the 2026-27 Budget for increased resourcing for the National Customer Service Line be used to increase ongoing APS staffing levels in the Contact Centre branch and end the use of labour hire? 5. What does the Department expect the impact of the additional APS staff will be on waiting times?

Answer

Please see the attached PDF.

Documents

• Question with answer (PDF) (opens in a new tab)
• SQ26-000976.pdf (opens in a new tab)