DOCUMENT 1
FOI 25/26-0955
Scope
Please provide the following figures for:
FY 2025-26 Q1 (1 July 2025 — 30 September 2025)
-
The number of persons with an access request in progress as at the beginning of the quarter
-
The number of persons with an access request in progress at at the end of the quarter
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The number of persons with access met in the quarter
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The number of persons with access not met in the quarter
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The total number of access requests received during the quarter
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The total number of access decisions or requests for more information made during the quarter, and;
a). The number of those decisions/requests made within 21 days of receiving the access request.
b). The number of those decisions/requests made within 22 to 60 days of receiving the access request.
c). The number of those decisions/requests made within 61 to 111 days of receiving the access request.
d). The number of those decisions/requests made 112 or more days after receiving the access request.
- The total number of access decisions or requests for more information made during the quarter, after more
information had been provided, and;
a). The number of those decisions/requests made within 14 days of receiving the additional information.
b). The number of those decisions/requests made within 15 to 40 days of receiving the additional information.
c). The number of those decisions/requests made within 41 to 104 days of receiving the additional information.
d). The number of those decisions/requests made 105 or more days after receiving the additional information.
Response
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FOI 25/26-0955
Number of outstanding access requests and access decisions:
| (01 Jul 2025 – 30 Sep 2025) FY 2025-26 Q1 |
|
|---|---|
| The number of persons with an access request in progress as at the beginning of the quarter | 10,313 |
| The number of persons with an access request in progress at at the end of the quarter | 9,219 |
| The number of persons with access met in the quarter | 22,335 |
| The number of persons with access not met in the quarter | 5,502 |
| The total number of access requests received during the quarter¹ | 27,639 |
¹ This metric is measured at the request level, noting that an applicant may make multiple requests. All other metrics in this table are at the person level
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FOI 25/26-0955
Participant Service Guarantee (PSG) 2:
| Timeframe² | FY 2025-26 Q1 Number of access decisions or request for further information |
FY 2025-26 Q1 Access decisions or request for further information (%) |
|---|---|---|
| Within 21 days | 26,137 | 91% |
| 22 to 60 days | 1,431 | 5% |
| 61 to 111 days | 553 | 2% |
| 112 or more days | 715 | 2% |
| Total | 28,836 | 100% |
² PSG 2 - Make an access decision or request further information, had a performance against the 21-day service guarantee of 91% in the September 2025 quarter.
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FOI 25/26-0955
Participant Service Guarantee (PSG) 4
| Timeframe³ | FY 2025-26 Q1 Decisions made or request for further information after further information provided |
FY 2025-26 Q1 Decisions made or request for further information after further information provided (%) |
|---|---|---|
| Within 14 days | 1,047 | 55% |
| 15 to 40 days | 563 | 29% |
| 41 to 104 days | 228 | 12% |
| 105 or more days | 79 | 4% |
| Total | 1,917 | 100% |
³ PSG 4 - Make an access decision or request further information after further information received, had a performance against the 14-day service guarantee of 55% in the September 2025 quarter.
Note:
- There has been significant improvement in all access pathway PSGs with PSG 2 reporting greater than 90% within PSG timeframes for Q1. PSG 4 performance improved from 46% in Q4 2024–25 to 55% in Q1 2025–26. This is attributed to a strategic focus on completing access decisions by pivoting more staffing resources to this work.
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