Please hold: Access Canberra now offering call-back option

Lachlan Roberts 2 July 2018 3

Access Canberra call back

Tired of waiting on hold for ages, hoping to talk to an Access Canberra staff member?

Access Canberra is now offering a call-back option for Canberrans, allowing customers to be called back rather than waiting on hold.

After a successful trial in March for Canberrans wanting to make a booking for a vehicle inspection, the new call-back service is now being expanded by Access Canberra to other key service lines.

Minister for Regulatory Services Gordon Ramsay said the call-back option proved popular with many Canberrans choosing to take a call later in the day rather than to wait during peak times to talk to one of the team.

Due to the positive response, Mr Ramsay said the call-back service is now being expanded and is being offered to customers calling about births, deaths and marriages and community and industry trader licensing.

“Access Canberra was created just over three years ago to provide the community with a connected and seamless approach to doing business with the ACT Government and we continue to build on this and improve our services,” Mr Ramsay said.

“The call-back option is just another one of the ways Access Canberra is making it easier and simpler to do business with the government.”

Mr Ramsay said the ACT Government was also committed to continuing to reduce wait times and improve services across the board at Access Canberra.

“Access Canberra is a key touchstone for the Canberra community and in 2017 the telephone Contact Centre took and answered about 600,000 calls from our community,” he said.

“We were pleased as part of the 2018-19 Budget to also fund an additional five staff to support the Contact Centre to reduce wait times when the Canberra community calls us.”

Mr Ramsay said the five additional officers will make a big difference, with a trained customer service officer answering and addressing up to 350 enquiries each week.

“Canberrans should also remember that they can quickly and easily transact with Access Canberra online – at any time of their choosing and in most cases save themselves a call or a visit,” Mr Ramsay said.

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3 Responses to Please hold: Access Canberra now offering call-back option
Capital Retro Capital Retro 12:05 pm 25 Oct 18

Minister Ramsay claims “Canberrans should also remember that they can quickly and easily transact with Access Canberra online – at any time of their choosing……..”

Not so, Minister. I had to call them over the weekend to get assistance for storm damage to roads where I live. It was after 5.00pm and when my call was answered I found it it was almost impossible to talk with the “consultant” because of echo on the line. The consultant at the other end said rather arrogantly “he could hear me perfectly”. Then he said he could not action my requests for assistance because his computer wasn’t working. I then had to spell out the address and suburb where the problem was, three times. When I then attempted to advise him that a street light needed attention I was told that the only way that could be handled was online through My Street.

I have since been advised by an ACT government employee that the person I was speaking to was at a call centre in New Zealand. Apparently, every day after 5.00pm all calls to Access Canberra go to NZ and are then switched back to Canberra at 9.00am the next day.

Over to you, Minister.

Lucy Baker Lucy Baker 6:06 pm 02 Jul 18

I spent a total of 1 hour 45 minutes on the phone (between two calls) having supposedly been put through to a Transport ACT team re a traffic matter the other week. When I had to give up on phone contact and emailed Transport ACT and cc’ed both the minister and the shadow minister I got a response within 15 minutes.

Capital Retro Capital Retro 8:30 am 02 Jul 18

Access Canberra is a dysfunctional speed hump for Canberra citizens needing to contact individual agencies direct like we used to.

Does anyone have a list of direct telephone numbers/email addresses for all Canberra directorates and agencies?

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