FOI 25/26-3532 DOCUMENT 1
NCC Branch staffing by location and level
| By actual position at: | 30-Jun-22 | | | | | | | 30-Jun-23 | | | | | | | 30-Jun-24 | | | | | | | 30-Jun-25 | | | | | | | 30-Jun-26 | | | | | | | | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | — | | APS Level | APS3 | APS4 | APS5 | APS6 | EL1 | EL2 | LH | APS3 | APS4 | APS5 | APS6 | EL1 | EL2 | LH | APS3 | APS4 | APS5 | APS6 | EL1 | EL2 | LH | APS3 | APS4 | APS5 | APS6 | EL1 | EL2 | LH | APS3 | APS4 | APS5 | APS6 | EL1 | EL2 | LH | | Enabling teams - Any location | | 2 | 1 | 6 | 8 | 3 | 7 | 0 | 10 | 3 | 9 | 7 | 4 | 12 | 0 | 14 | 11 | 32 | 12 | 5 | 1 | 26 | 9 | 48 | 18 | 7 | | 19 | 20 | 40 | 19 | 8 | 1 | | APS NCC Service Officers | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | Dandenong Vic | | | | | | | | 43 | | 5 | 1 | 1 | | | 95 | | 8 | 1 | 1 | | 27 | 42 | 15 | 12 | 1 | 1 | | 7 | 51 | 21 | 10 | 1 | 1 | | Robina Qld | | | | | | | | 29 | | 4 | 1 | | | | 73 | | 6 | 1 | | | 32 | 50 | 9 | 9 | 1 | | | 9 | 67 | 16 | 11 | | | | Midland WA | | | | | | | | | | 1 | 1 | | | | 38 | | 4 | 1 | | | 25 | 30 | 10 | 6 | 1 | | | 16 | 50 | 11 | 8 | 1 | | | Deakin ACT | | | | | | | | | | | | | | | 8 | | 2 | | | | 22 | 43 | 6 | 7 | 1 | | | 2 | 92 | 10 | 9 | 1 | | | Richmond Vic | | | | | | | | | | | | | | | | | | | | | 12 | | 1 | | | | | 3 | 20 | 4 | 3 | 1 | 1 | | Townsville Qld | | | | | | | | | | | | | | | | | | | | | 15 | 19 | | 4 | 1 | | | 10 | 32 | | 6 | 1 | | | Total | 0 | 2 | 1 | 6 | 8 | 3 | 7 | 0 | 82 | 3 | 19 | 10 | 5 | 12 | 0 | 228 | 11 | 52 | 15 | 6 | 1 | 133 | 210 | 50 | 86 | 23 | 8 | 0 | 47 | 331 | 82 | 87 | 24 | 10 | 1 |
Total NCC staff 30 June 2022 = 27
Total NCC staff 30 June 2023 = 131
Total NCC staff 30 June 2024 = 313
Total NCC staff 30 June 2025 = 510
Total NCC staff 30 June 2026 = 582
Notes
The NCC utilises a hybrid workforce comprising both NDIA employees and outsourced supplier staff. While both workforces contribute to service delivery, NCC staffing figures only reflect NDIA APS employees only and exclude outsourced service provider personnel, this is because the supplier delivers work load seconds on behalf of the NDIA NCC but do not procure staff on behalf of the NDIA . The workforce information presented above is based on actual occupied positions at the end of each financial year, including employees acting in higher duties arrangements. The data also includes employees working within the NCC Enabling Function.
The Enabling Function supports the NCC’s frontline operations by providing the people, processes, systems, insights and governance needed to deliver services to participants and providers efficiently and safely but often do not interact with Participants directly.
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FOI 25/26-3532 DOCUMENT 2
| Month-Year | Answered | ASA | Abandons |
|---|---|---|---|
| Jul-20 | 91,507 | 0:28 | 328 |
| Aug-20 | 85,596 | 0:23 | 170 |
| Sep-20 | 88,438 | 0:29 | 322 |
| Oct-20 | 86,490 | 0:30 | 316 |
| Nov-20 | 86,718 | 0:33 | 451 |
| Dec-20 | 70,658 | 0:40 | 523 |
| Jan-21 | 78,695 | 0:31 | 403 |
| Feb-21 | 96,034 | 0:34 | 529 |
| Mar-21 | 109,244 | 1:23 | 1,785 |
| Apr-21 | 87,849 | 3:10 | 4,013 |
| May-21 | 91,376 | 4:56 | 6,010 |
| Jun-21 | 97,411 | 1:43 | 1,903 |
| Jul-21 | 102,593 | 0:43 | 1,240 |
| Aug-21 | 107,796 | 0:36 | 580 |
| Sep-21 | 101,505 | 1:01 | 1,100 |
| Oct-21 | 91,254 | 2:42 | 2,891 |
| Nov-21 | 95,371 | 1:33 | 1,616 |
| Dec-21 | 71,542 | 0:31 | 396 |
| Jan-22 | 75,541 | 4:03 | 4,783 |
| Feb-22 | 91,318 | 1:28 | 2,316 |
| Mar-22 | 100,837 | 0:32 | 601 |
| Apr-22 | 70,691 | 1:29 | 1,283 |
| May-22 | 90,066 | 0:37 | 649 |
| Jun-22 | 86,810 | 0:35 | 584 |
| Jul-22 | 84,255 | 0:29 | 497 |
| Aug-22 | 95,127 | 1:31 | 2,620 |
| Sep-22 | 76,885 | 1:14 | 1,691 |
| Oct-22 | 80,332 | 1:24 | 1,695 |
| Nov-22 | 86,027 | 1:39 | 2,046 |
| Dec-22 | 63,612 | 2:14 | 2,046 |
| Jan-23 | 78,942 | 1:28 | 1,846 |
| Feb-23 | 89,206 | 2:17 | 3,434 |
| Mar-23 | 102,176 | 3:21 | 5,090 |
| Apr-23 | 75,821 | 2:32 | 2,706 |
| May-23 | 105,756 | 1:06 | 2,354 |
| Jun-23 | 99,898 | 0:49 | 1,184 |
| Jul-23 | 99,299 | 0:23 | 584 |
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FOI 25/26-3532
| Month-Year | Answered | ASA | Abandons |
|---|---|---|---|
| Aug-23 | 116,449 | 0:33 | 973 |
| Sep-23 | 100,060 | 0:27 | 671 |
| Oct-23 | 108,083 | 1:03 | 1,755 |
| Nov-23 | 112,947 | 1:21 | 2,338 |
| Dec-23 | 90,265 | 2:08 | 3,423 |
| Jan-24 | 113,610 | 4:40 | 9,865 |
| Feb-24 | 123,625 | 8:53 | 14,055 |
| Mar-24 | 115,953 | 9:27 | 12,405 |
| Apr-24 | 114,236 | 4:40 | 6,562 |
| May-24 | 132,659 | 2:57 | 4,779 |
| Jun-24 | 114,690 | 2:17 | 3,317 |
| Jul-24 | 136,704 | 2:07 | 3,842 |
| Aug-24 | 131,821 | 1:30 | 2,399 |
| Sep-24 | 122,571 | 1:22 | 2,209 |
| Oct-24 | 140,787 | 2:02 | 4,123 |
| Nov-24 | 131,857 | 0:58 | 1,677 |
| Dec-24 | 103,166 | 0:49 | 1,106 |
| Jan-25 | 122,052 | 0:58 | 1,591 |
| Feb-25 | 128,382 | 0:51 | 1,382 |
| Mar-25 | 128,736 | 1:20 | 2,620 |
| Apr-25 | 113,588 | 1:04 | 1,693 |
| May-25 | 133,294 | 0:37 | 1,131 |
| Jun-25 | 128,885 | 2:04 | 4,928 |
| Jul-25 | 139,733 | 1:49 | 4,905 |
| Aug-25 | 131,679 | 1:51 | 4,335 |
| Sep-25 | 134,548 | 1:31 | 3,476 |
| Oct-25 | 138,123 | 1:23 | 3,246 |
| Nov-25 | 124,213 | 1:18 | 2,805 |
| Dec-25 | 104,225 | 1:17 | 2,212 |
| Jan-26 | 113,525 | 1:10 | 1,981 |
| Feb-26 | 122,785 | 1:31 | 3,457 |
| Mar-26 | 127,008 | 1:54 | 4,945 |
| Apr-26 | 107,212 | 1:19 | 2,630 |
| May-26 | 108,863 | 0:42 | 1,217 |
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FOI 25/26-3532
Notes:
- Data is supplied monthly per internal dashboard reporting. Quarterly results can be obtained in the publically available quarterly reports.
- Answered calls refer to all telephony calls answered by the NCC in the stipulated period.
- ASA refers to ‘average speed of answer’ which measures the wait time after a caller has finished navigating the automated phone menu and is waiting for their call to be answered by a service officer. Time spent in the automated menu is not included.
- Abandons are calls are where the caller disconnects after reaching the queue but before their call is answered. Calls abandoned within 60 seconds are not counted.
- This differs from call blocking, where a call is prevented from entering the queue and therefore is not counted as an abandoned call. The NCC does not implement call blocking.
- If a caller waits longer than 5 minutes, the caller is offered a callback function which enables callers to request a return call rather than remain on hold. The caller retains their place in the queue and is contacted when an agent becomes available. Callback wait time are excluded from ASA calculations.
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