Customer Service statistics

From 1 July 2017 to 30 June 2018, the department’s National Customer Service Line handled more than 179,700 calls about employment support services. These calls related to all Government-funded employment services, including jobactive, Transition to Work, ParentsNext, PaTH, Disability Employment Services (administered by the Department of Social Services) and the Community Development Programme (administered by the Department of the Prime Minister and Cabinet).

In relation to the employment services administered by the department, the National Customer Service Line managed 66,858 feedback items (compared with 75,264 items or a 11.2 percentage fall from last year). This year there were 13,690 complaints, 19,662 requests for information and 25,451 transfers of job seekers between employment services providers (see Table 7).

Table 7. National Customer Service Line feedback by type, 2017–18
Feedback type Number per cent
Complaints 13,690 20.48%
Requests for information 19,662 29.41%
Transfers of job seekers 25,451 38.07%
Other (for example, compliments and suggestions) 8,055 12.05%
Total 66,858 100.0%