Our reference: FOI 25/26-3532 (LEXD 24190)
GPO Box 700 Canberra ACT 2601 1800 800 110 14 July 2026 ndis.gov.au
By email: foi+request-14950-a3e96805@righttoknow.org.au
Dear O,
Freedom of Information request — Notice of Decision
Thank you for your correspondence of 14 June 2026, in which you requested access under
the Freedom of Information Act 1982 (FOI Act) to documents held by the National Disability
Insurance Agency (NDIA).
The purpose of this letter is to provide you with a decision on your request.
Scope of your request
You requested access to the following documents:
“…Under the FOI Act, I am seeking documents that provide regular half yearly
performance statistics for the NDIA National Contact Centre going back to 2022.
The statistics should include the number of calls answered, busy calls, calls terminated
by participants and average waiting time.
I am also seeking documents that provide staffing level information for the NDIA
National Contact Centre over the same period, including classification, location and
whether staff are external labour or APS…”
Search efforts
I have consulted with relevant NDIA staff in the Service Delivery and National Contact
Centre Team who could be reasonably expected to be able to identify documents within the
scope of your request.
As a result of these searches, I have identified 2 document which fall within the scope of
your request.
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Decision on access to documents
I am authorised to make decisions under section 23(1) of the FOI Act.
I have decided to grant full access to both documents.
Reasons for decision
A detailed statement of reasons for my decision can be found at Attachment B.
Release of documents
The documents for release, as referred to in the schedule of documents at Attachment A,
are enclosed.
Rights of review
Your rights to seek a review of my decision, or lodge a complaint, are set out at
Attachment C.
Should you have any enquiries concerning this matter, please do not hesitate to contact me
by email at foi@ndis.gov.au.
Yours sincerely
Rebecca (REM471)
Senior Freedom of Information Officer
Information Access and Privacy Branch
Reviews and Information Release Division
National Disability Insurance Agency
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Schedule of Documents FOI 25/26-3532
Attachment A
| Document number | Page number | Description | Access Decision | Comments |
|---|---|---|---|---|
| 1 | 1 | NCC Branch staff by location and level Date: June 30 2022-June 30 2026 |
FULL ACCESS | Document created under section 17 of the FOI Act |
| 2 | 2-4 | NCC Data: Answered calls, Average speed of answer, Abandon calls. Date: July 2020-May 2026 |
FULL ACCESS | Document created under section 17 of the FOI Act |
Attachment B
Statement of Reasons
FOI 25/26-3532
Forms of access
Access to information not available in discrete or written form (section 17)
Section 17(1)(c) of the FOI Act provides that, to enable the release of information, an agency
can produce a written document containing information which is not otherwise available in
discrete or written form, in one of two ways. These are:
- by using a computer to retrieve the information, and
- by making a transcript from a sound recording.
We have been able to use a computer to produce 2 documents containing the information
you requested.
I have therefore treated your request as if it were a request for access to these documents in
accordance with section 17(1)(c)(i) of the FOI Act.
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