(1)   How many cases of (a) physical and (b) verbal abuse have been reported in Centrelink offices (i) since 2004 and (ii) for each month since January 2005.

(2)   What is the standard response when a case of (a) verbal or (b) physical abuse is reported in one of Centrelink’s offices.

(3)   For each year since 2004, please outline the (a) type and (b) number of (i) physical and (ii) non-physical injuries sustained by Centrelink staff due to customer abuse.

(4)   How many Centrelink offices have used the services of a security guard in each (a) year since 2004 and (b) month since January 2005.

(5)   How many Centrelink offices currently use the services of a security guard.

(6)   How many times have duress alarms been activated in Centrelink offices in each (a) year since 2004 and (b) month since January 2005.

(7)   How many times have the police been called to Centrelink offices in each (a) year since 2004 and (b) month since January 2005.

(8)   What training do Centrelink staff receive to prepare them to deal with incidents of abuse.

(9)   What support services are available to Centrelink staff who are the victims of customer abuse.

(10)   How many staff have accessed the support services referred to in part (9) in each (a) year since 2004 and (b) month since January 2005.

(11)   How many staff have taken leave due to either physical or verbal abuse in each (a) year since 2004 and (b) month since January 2005.

(1)  

(a)   The number of customer aggression reports involving physical abuse since 2004, until 31 July 2006, is:

(i)   758

(ii)   The table below shows the number of reports involving physical abuse by month since January 2005, until 31 August 2006:

Number of Physical abuse Reports	2005	2006
Jan	32	19
Feb	16	17
Mar	19	23
Apr	31	19
May	23	24
Jun	25	27
Jul	22	28
Aug	21	27
Sep	18	N/A
Oct	22	N/A
Nov	28	N/A
Dec	32	N/A

(b)   The total number of reports involving verbal abuse since 2004, until 31 August 2006, is:

(i)   13,322.

(ii)   The table below shows the number reports involving verbal abuse by month since January 2005, until 31 August 2006:

Verbal Abuse reports	2005	2006
Jan	463	426
Feb	429	356
Mar	410	395
Apr	382	288
May	461	379
Jun	411	380
Jul	404	412
Aug	442	434
Sep	450	N/A
Oct	429	N/A
Nov	445	N/A
Dec	367	N/A

(2)   Centrelink has well-established policies and standard procedures for the prevention and management of customer aggression incidents. Each office has a Local Response Guideline that instructs employees about the action to take in the event of customer aggression.

(3)   The table below shows the number of reports of injury by year by injury type since January 2004:

(4) (a)   The number of Centrelink offices that have used the services of a security guard for each year is:

(b)   The table below shows the number of offices that have used the services of a security guard by month since January 2005, until 31 July 2006:

(5)   Twenty-two offices currently use the services of a security guard.

(6)  

(a)   The number of times the duress alarm has been activated for each year is:

(b)   The table below lists the number of times the duress alarm has been used by month since January 2005, until 31 July 2006:

(7)  

(a)   Police may be called to Centrelink offices as a result physical or verbal abuse, altercations between customers or damage to property. The number of times that police have been called to Centrelink offices for each year is:      

(b)   Police may be called to Centrelink offices as a result physical or verbal abuse, altercations between customers or damage to property. The table below shows the number of times that police have been called to Centrelink offices since January 2005, until 31 August 2006:

(8)   Centrelink employees are offered a range of training programs that address customer aggression including:

(9)   Centrelink provides support services for employees who experience distress or an injury after experiencing aggression. The method of delivery for support services will vary from location to location but will include:

   Employees are encouraged to complete a Report of Customer Aggression, to record the physical or verbal abuse. The team leader is required to follow up with the employee and take action to ensure their well-being.

   (10) An answer to the question is not available because all employee counselling services are confidential and records of internal counselling and the specific reasons for each counselling service are not recorded.

   (11) Employees are advised of their right to claim workers’ compensation as a result of injury caused by customer physical or verbal abuse. Comcare is the authority that approves compensation claims and compensation leave.

(a)   The number of accepted compensation claims as a result of physical and non-physical injuries caused by physical or verbal abuse, by year is:

(b)   The table below shows the accepted compensation claims as a result of physical and non-physical injuries caused by physical or verbal abuse, by month since January 2005, until 31 July 2006: