17199 (2025). Tamatha Paul to the Minister for Children

Written Question

Published date: 27 Apr 2025

Metadata

Document type:	Written Question
Parliament number:	54
Question number:	17199 (2025)
Question asked:	08 Apr 2025
Member asking:	Tamatha Paul
Portfolio:	Minister for Children
Minister replying:	Hon Karen Chhour
Answer received:	16 Apr 2025
Status:	Question Answered
Reply type:	Reply
Document ID:	WQ_17199_2025
Document guid:	fdeb8300-f5e4-4583-9ec1-592578b8de37

17199 (2025). Tamatha Paul to the Minister for Children: What has the abandonment rate for Tier 1: Customer Service Specialist calls been in 2025 to date?

Hon Karen Chhour: I am advised by Oranga Tamariki that the abandonment rate for tier 1 calls at the Oranga Tamariki National Contact Centre in 2025 was 10 percent. I am further advised that the abandonment rate for tier 1 calls at the Oranga Tamariki National Contact Centre refers to the percentage of calls that were discontinued by the caller before being picked up by the Customer Service Specialist team. I refer the Member to my answer to WPQ 17195 (2025) for an explanation of the tiered response system in place at the Oranga Tamariki National Contact Centre.