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.
|
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. |
Visit
https://www.transparency.gov.au/annual-reports/fair-work-ombudsman-and-registered-organisations-commission-entity/reporting-year/2018-2019-9