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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.

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.