Other initiatives implemented during the year included introducing a revised management
report, increasing the transparency of Infocentre reporting, improvements to the quality
management processes and improvements to the telephony system, including introducing
an interactive voice response system, allowing more efficient management of telephone
contacts. For example, recognising that callers to the ACCC’s Indigenous hotline rarely wait
on line, it is now possible to transfer callers on this line directly to a trained and available
staff member.