NDIA Accountability Project

This project is in DRAFT

NCC Telephony Queue and Interactive Voice Recording (IVR)

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Example: NDIA National Contact Centre

NCC Telephony Queue and Interactive Voice Recording (IVR)

Welcome message

Welcome to the National Disability Insurance Agency. Please listen carefully, as our menu options have recently changed (Note: message will return to standard greeting ‘Welcome to the National Disability Insurance Agency’ from May 2020).

Caller options

  • If you are calling about requesting access to the NDIS, or following up on the progress of an application, press 1
  • If you are calling about an existing NDIS record or have an enquiry about an existing plan, press 2
  • If you are provider, calling on behalf of a participant or calling about your provider record, press 3
  • If you are calling regarding the myplace portal, including issues and errors, press 4.

On hold messaging

  • Please hold while I transfer you, this call may be recorded or listened to for quality and coaching purposes, if you don’t want this call to be recorded please let us know
  • To improve our services and your experience with the NDIS, you may be asked to complete a confidential automated short survey after you have finished speaking with one of our operators
  • This is a short survey and should take less than 2 minutes to complete. We may also contact you after this call at a later date to further discuss your experience today
  • For further information about either of these surveys, please ask the operator that you speak with today

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Outline of caller options and messages

The four main caller options on the NCC telephony queue are listed. The next level of options for caller selection are listed with each main caller options. The messages a person will hear for each of their selected options are also listed.

Option 1 New Participant

If you are calling about a new application to seek access to the NDIS Press 1

  • Message: Did you know you can check your eligibility online. If you want to know more, visit www.ndis.gov.au and refer to our Eligibility Checklist under the ‘applying’ section from the home page.

If you calling about the progress of an application Press 2

  • Message: We appreciate your call and understand you may have questions about the progress of your access request. If you have submitted an access request already, a representative will contact you to let you know the outcome, or ask for more information to support your access request. If you are currently receiving disability services, these will continue until you have transitioned into the NDIS. If you are not currently accessing any disability services, please go to the NDIS website www.ndis.gov.au for information on services in your area. To speak with an operator please continue to hold and someone will be with you as soon as possible

Option 2 Existing Participant

If you are calling to enquire about an existing NDIS plan, or have another enquiry Press 1

  • Message: Did you know there are a range of fact sheets and publications available on the NDIS website www.ndis.gov.au that provide detailed information and advice regarding developing, starting and managing your plan.

If you are calling to request a plan review Press 2

  • Message: Did you know you can submit your plan review electronically via email? For more information, visit www.ndis.gov.au, and select ‘how to review a planning decision’ under the ‘for participants’ section from the home page. V1.2 2020-02-11

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Option 3 Provider

If you are a provider calling on behalf of a participant Press 1

Message: For a detailed step by step guide on how to register as a provider or support for existing providers please refer to the Provider Toolkit on the NDIS website www.ndis.gov.au.

Option 4 Portal Support

If you are calling because you are a new user of the myplace portal, or calling about a general enquiry with the portals Press 1

Message: Did you know there are a range of fact sheets and publications available on the NDIS website www.ndis.gov.au that provide detailed information and advice regarding developing, starting and managing your plan.

If you are calling about technical assistance with the myplace portal, including issues and errors Press 2

Message: Did you know that you can search “How to use the myplace portal” from the NDIS website, www.ndis.gov.au. You can refer to the self help guide to myplace system messages and error codes for a list of common issues.

Messages on queues

Continuous loop of messages with 30 seconds between each announcement.

  • Thank you for holding, your call has been queued, and someone will be with you as soon as possible.
  • Thank you for your patience. All our staff are still on other calls, and will be with you as soon as possible.
  • Thank you for continuing to hold, your call is important to us. All of our staff are still on other calls, and someone will be with you shortly.
  • The NDIA request respectful communication during your call. All NDIA employees have the right not to be subjected to any abusive language, behaviour or abuse that includes threats of physical harm or violence, religious, cultural or racial insults or any other derogatory remarks. Such conduct may lead to termination of your call.”
  • Thank you for calling the National Disability Insurance Agency. We are currently experiencing higher than normal call demand, and there may be a delay to answer your

Out of Hours Message

Thank you for calling the National Disability Insurance Agency. Our office is currently closed.

Our Contact Centre hours are 8:00 am - 8:00 pm, Monday to Friday excluding Public Holidays.

You can visit our website at ndis.gov.au. If you require emergency assistance outside of these hours, please call either 000 for emergency services or Lifeline on 13 11 14.

Emergency Messages

List of Manually Activated Emergency Messages

  • Unfortunately, due to an emergency, we cannot take your call at this time. Please try again later. If you require emergency assistance, please call either 000 for emergency services, or Lifeline on 13 11 14.
  • Thank you for calling the National Disability Insurance Agency. We are currently experiencing system issues which may impact your wait time, and we may be unable to service your call. You can choose to either wait on line, or you may wish to call back at a later time. We thank you for your patience.
  • Thank you for calling the National Disability Insurance Agency. Unfortunately due to unexpected events at our National Contact Centre, we are unable to take answer your call at this time. Please try again later. We thank you for your patience. If you require emergency assistance, please hang up and dial 000, or Lifeline on 13 11 14.
  • Thank you for calling the National Disability Insurance Agency. We are currently experiencing higher than normal call demand, and there may be a delay to answer your call. You can find information available on our website by visiting www.ndis.gov.au, please hold.
  • Thank you for calling the National Disability Insurance Agency. We are currently aware of issues affecting the Participant myplace portal, and are investigating this a matter of priority. You do not need to report these issues at this stage. For all other enquiries, please hold.
  • Thank you for calling the National Disability Insurance Agency. We are currently aware of issues affecting the Provider myplace portal, and are investigating this a matter of priority. You do not need to report these issues at this stage. For all other enquiries, please hold.