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Phone services

Our advisers answered over 424,200 calls in total in 2019–20, with the majority of calls coming from employees or their representatives (72%).

Our dedicated Small Business Helpline answered 78,556 of those calls. The most common enquiry types for the Small Business Helpline were:

  • entitlements
  • wages
  • termination.
Calls answered, 2017-20

Phone Service

2019–20

2018—19

2017-18

Non-Small Business Helpline

345,699

301,725

277,583

Small Business Helpline

78,556

81,481

98,641

Total (Fair Work Infoline)

424,255

383,206

376,224

We were awarded Best People and Culture Award at the 2019 Government Contact Centre Week in Sydney.