Handling public enquiries

Applies to: calls, chats and emails from members of the public asking about DIT programs, services and consultations.

Steps

Greet the caller and confirm their name and a contact number.
Identify the program or service they are asking about.
Check the program page and the current consultations list. Give the caller the key facts: who is eligible, key dates and how to take part.
If the program belongs to another team, refer them using the Escalation and referrals article. Give the referral team name and the expected response time.
Offer to email the relevant link, and log the enquiry with its topic and outcome.

Enquiries are acknowledged on the first contact and answered within 2 business days if they need research.
Open consultations accept feedback through the online consultation form or by email to the engagement team.
Feedback on a consultation is accepted until the closing date shown on the consultation page. Late submissions are passed to the project team for consideration.

The enquiry involves a complaint, a media request, or a legal or privacy matter.