Mr WOOD - 2011-03-29
As you know, I came to Alice Springs a couple of weeks ago to speak to the local people about the problems they are having here. On Sunday, 13 March around 8 pm, I needed to call the Alice Springs Police Station, so I looked in the latest local directory and called 8951 8888. I received a message: ‘The number you have called is not connected. Please check the number again before calling’. I then tried 131 444. I was on hold for five-and-a-half minutes and was disconnected without anyone answering. I tried again after two-and-a-half minutes; someone did answer but I was disconnected without anyone speaking to me. I have also heard stories from local people of the operators at the call centre not knowing streets or businesses in Alice Springs.
Will your department review the 131 444 process and re-evaluate the location of staff? Does the Alice Springs Police Station have a phone number and what is it?
ANSWER
Madam Speaker, I take seriously the member for Nelson’s question. I can assure residents in Alice Springs that each and every phone call received at the call centre is recorded. If the member has dates and times of when he rang, the police can go back through those call records and see what happened.
The old number, 8951 8888, was disconnected some time ago. There is a single call centre that takes responses for calls, whether you are from Darwin, Wadeye, Borroloola or Alice Springs. It is not unusual for large organisations to have a single contact point. I advise the member for Nelson that if he has specific times and specific events, I will follow those up. It is not acceptable.
Regarding having a single call centre, it is a much better use of police resources. I would much rather have police out on the streets in Alice Springs being a visible presence, a reassuring presence, and responding to crime, than sitting by the phone and waiting for it to ring.
I will look at those times and situations. It is not good enough. I take the member on his word and will report him.
Will your department review the 131 444 process and re-evaluate the location of staff? Does the Alice Springs Police Station have a phone number and what is it?
ANSWER
Madam Speaker, I take seriously the member for Nelson’s question. I can assure residents in Alice Springs that each and every phone call received at the call centre is recorded. If the member has dates and times of when he rang, the police can go back through those call records and see what happened.
The old number, 8951 8888, was disconnected some time ago. There is a single call centre that takes responses for calls, whether you are from Darwin, Wadeye, Borroloola or Alice Springs. It is not unusual for large organisations to have a single contact point. I advise the member for Nelson that if he has specific times and specific events, I will follow those up. It is not acceptable.
Regarding having a single call centre, it is a much better use of police resources. I would much rather have police out on the streets in Alice Springs being a visible presence, a reassuring presence, and responding to crime, than sitting by the phone and waiting for it to ring.
I will look at those times and situations. It is not good enough. I take the member on his word and will report him.
Last updated: 09 Aug 2016