Call the HACSU Helpline
1300 88 00 32

more info

Winter 2003

HACSU Members’ Help Line receives 3,000 Calls

1300 HACSU Members’ Help Line is turning out to be one of the union’s best-supported services, with over 3,000 calls in the first twelve months.

The HACSU office has received very positive feedback about this service, which has been able to provide timely, on-the-spot advice and information.

Co-ordinator of the service, Max Vizard, said the service - set up with a dedicated staff member answering calls each day - had been able to either provide immediate responses, or responses within a very short period of time.

"The service has been doubly positive," Max said.

"Members get their queries answered faster, and other HACSU officials have had their time freed up to work on organising and establishing worksite committees and the like."

"Ninety percent of the 3,000 calls have been answered within an hour."

"Usually people get straight through, but because there is only one staff member taking the calls, we have encouraged people to leave a message rather than wait on the end of the line in a telephone queue."

"People have appreciated not having to queue and are happy provided we get back to them promptly."

"With eighty percent of the calls we receive, members require information only, then they are happy to deal with the issue on their own. They only come back to HACSU officials for further help if they can't get a satisfactory resolution."

"We can normally give them the information they require for this purpose straight away."

"About twenty percent of people want some involvement with other HACSU staff. There are two main reasons for this. Either it is a "collective issue", which affects more than one person and they need to bring the group together, or it's a disciplinary or other matter, where the member wants an official to represent them."

"In these instances we can then advise them of the next step and put them in touch with the relevant HACSU official," Max said.