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Notice given 3 February 2003

1144  Senator Ludwig: To ask the Minister representing the Attorney-General—

(1) Can a copy be provided of the memorandum of understanding between Centrelink and the Attorney-General’s office in relation to the Family Law Hotline and the Regional Law Hotline.

(2) What are the hours of operation for the Regional Law Hotline.

(3) In the answer to question on notice no. 1009, paragraph (2), reference was made to a caller who was dissatisfied with the service: Can the following information on this caller be provided: (a) what date was the original call made; (b) what date was the complaint made; (c) how was the complaint handled; (d) who handled the complaint; (e) was any follow up action taken; and (f) was the question answered to the caller’s satisfaction.

(4) In the answer to question on notice no. 1009 reference was made to the customer service operators not being able to directly distinguish between calls made to the Regional Law Hotline and the Family Law Hotline: (a) why is it not possible to they distinguish between the calls; (b) how many calls are made in a month; (c) what are the busiest days and hours during a week; and (d) how is it possible to reconcile the expenditure on these programs against calls made if you cannot differentiate between the two.

(5) Can a month-by-month breakdown be provided of the calls to the services, matching expenditure to calls for the past 12 months.

(6) Is a review being undertaken given the decrease in calls during the period specified in the answer to question on notice no. 1009; if not, why not.

(7) (a) What is the expenditure to date for the promotion of the Regional Law Hotline and Family Law Hotline; (b) how has the promotion for these services taken place; (c) what materials were used to promote this service; and (d) how many households were advised of this service.

(8) What was the cost of the promotional material.

(9) Which communication services were used to promote this service, for example, television, radio, newspapers, pamphlets and/or flyers.

(10) What were the costs of these promotions in each individual case.

(11) Can copies be provided of promotional pamphlets advertising these services.

(12) From where was the money allocated.

1145  Senator Ludwig: To ask the Minister for Justice and Customs—

(1) What powers other than those found in the Broadcasting Services Act 1992 does the Federal Government have to block Internet sites which commit cyber crime.

(2) On how many occasions have these powers been used; and (b) can examples be provided of where this has occurred.

(3) Does the Australian Broadcasting Authority (ABA) have the power to block access to an Internet site.

(4) Who directs the ABA in this issue.

(5) On what or whose authority can an Internet site be blocked.

(6) What will the review of telecommunications offences specifically look at in relation to the Internet.

(7) Will any Internet sites that break Australian laws be subject to blocking by the ABA.

(8) Is there an information hotline which consumers can call to make a complaint about a particular web site.

(9) Are there any jurisdictional issues that need to be addressed prior to a decision being made on the legality of an Internet site’s operations and subsequent blocking; if so, what are they.

(10) Will these issues impede the ABA’s authority to block access.

(11) (a) What is the High Tech Crime Centre; (b) is it a subsidiary of the Australian Crime Commission; and (c) where is it located?

(12) Who is responsible for the operational running of the High Tech Crime Centre.

(13) (a) How many staff are employed at the centre; (b) what are their direct duties in relation to cyber crime; and (c) what sort of cyber crime will they investigate.

(14) How much funding is dedicated to the Internet section of the centre, given that the Internet is the single largest area of growth for crime.

1146  Senator Ludwig: To ask the Minister for Communications, Information Technology and the Arts—

(1) With reference to the Networking the Nation Program’s general fund, of projects funded to provide dial-up Internet access services: What regions in Queensland have subsequently gained local Internet access that were previously without.

(2) Have projects funded to provide dial-up Internet access services proven to be sustainable beyond completion of funding.

(3) Was funding provided to any project for the specific purpose of provision of web design or web hosting services; if so, were any restrictions or conditions placed on said services, including the origin and nature of clientele.

(4) Does the department assess the effectiveness of individual projects by direct consultation with members of the public in addition to information supplied by the grantee.

(5) (a) How many projects have received funding in total, to date, in Queensland; and (b) how many have subsequently renegotiated their deeds of agreement with the Commonwealth.

(6) With reference to projects that received funding to build community, regional or portal websites: Does the department attempt to assess the impact of completed websites on communities by measurement of patronage to these web sites or otherwise.

(7) Does the audit procedure for completed projects that built community, regional or portal websites include independent valuation of websites to ensure value for money.

(8) With reference to Telstra, and ACIF/SPAN/Telstra reports of 1998 and 1999, which said Telstra had a problem with XSPC ISDN billing and that it was resolved by Telstra in approximately June 1998: What was the nature of this billing problem.

(9) Were XSPC ISDN billing problems resolved in approximately June 1998 as claimed.

(10) When did XSPC ISDN billing problems originate.

(11) Did Telstra’s resolution of XSPC ISDN billing problems extend to include the correct adjustment of prior billing of services already in use by customers.

(12) Did XSPC ISDN billing errors typically result in Telstra’s customers being undercharged or overcharged for the service.

(13) Given that XSPC ISDN services were somewhat specialised, did Telstra actively promote XSPC ISDN services to any particular class of customer or industry.

(14) Once aware of XSPC ISDN billing problems, did Telstra attempt to identify and notify all XSPC ISDN customers.

(15) Did Telstra formulate a program to correctly ‘re-bill’ all customers affected by XSPC ISDN billing problems.

(16) Did Telstra require an allegation of XSPC ISDN billing errors to be raised by the customer before investigating and attempting to correctly re-bill the customer.

(17) Did Telstra inform customers with XSPC ISDN services who made billing complaints if they were or may be affected by a known billing problem.

(18) If a regional Queensland Telstra customer had complained of XSPC ISDN billing errors, which Telstra department or departments would be assigned to investigate the complaint.

1147  Senator Ludwig: To ask the Minister representing the Attorney-General—

(1) (a) When was the tender for the Family Law Hotline announced; and (b) how was it announced.

(2) How many tenders were submitted.

(3) What were the names of the tenderers who applied.

(4) How was the winning tender selected.

(5) How many full-time operators staff the Family Law Hotline on a state-by-state basis.

(6) How many part-time and/or casual operators staff the Family Law Hotline on a state-by-state basis.

(7) What, if any, qualifications are Family Law Hotline operators required to possess.

(8) Is there a qualified family law adviser in each of the call centres during operational hours; if not, what are the minimum qualifications a person must have in order to supervise staff within the call centre.

(9) What are the hours of operation.

(10) Where are these centres located.

(11) How many calls were made to the Family Law Hotline in the 2001-02 financial year.

(12) (a) Can a breakdown be provided of calls made to the Family Law Hotline in the 2001-02 financial year, categorised by issues for instance: custody, property issues etc; and (b) of these calls, how many were referred to: (i) Legal Aid, and (ii) an agency other than Legal Aid?

(13) To which agencies were these other calls referred.

(14) Where any of these calls referred to Community Legal Centres.

(15) Are Family Law Hotline operators trained for a specific period; if so: (a) for how long; (b) who provides this training; and (c) are the trainers qualified to practice family law.

(16) Is there a toll-free number for residents in rural areas.

(17) How many calls were made from rural areas to the Family Law Hotline in the 2001-02 financial year.

(18) How many calls in the 2001-02 financial year did Family Law Hotline operators satisfactorily deal with, without referral to another agency.

(19) What processes have been put in place to ensure correct information is passed to consumers.

(20) Of the callers to the Family Law Hotline Service in the 2001-02 financial year: (a) how many people were referred to a social worker; and (b) how long did each social worker spend on the line with each person.

(21) Did these social workers complete any other work not relevant to the Family Law Hotline during the course of their employment.

(22) Can a breakdown be provided of the amounts allocated to the Family Law Hotline service on a state-by-state basis.

(23) Can a list be provided showing the names and call centre staff ratios for the 2001-02 financial year.