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Phone services

Our advisers answered more than 383,000 calls in 2018–19, most from employees or their representatives (70%). Our dedicated Small Business Helpline answered 81,481 of those calls. The most common enquiry types were:

  • entitlements
  • wages
  • termination.
Calls answered, 2017-19

Phone service

2018–19

2017–18

Non-Small Business Helpline

301,725

277,583

Small Business Helpline

81,481

98,641

Total (Fair Work Helpline)

383,206

376,224

The decrease in Small Business Helpline calls is offset by the increased use of our online resources, including the Small Business Showcase and our Pay and Conditions Tool.

We were awarded ‘Best in Class Contact Centre with over 30 seats’ at the Government Contact Centre Excellence Awards. We were also a finalist for the successful implementation of a software solution that captures customer interactions across telephone, My account and web chat.