AFTER HOURS PHONE SERVICES FOR DEFENCE SERVICE HOMES INSURANCE SCHEME (DSHIS)

Defence Service Homes Insurance Scheme (DSHIS) provides home building insurance to eligible veterans and ADF personnel under the Defence Services Homes Act 1918.DSHIS also provides home contents insurance as an Authorised representative of QBE Insurance () ABN 78 003 191 035.

Further information is available about DSHIS at http://www.dsh.gov.au/insurance/ins_main.htm.

DSHIS staff attend to clients telephone calls during normal business hours (detailed in Attachment 1) across all states.Telephone assistance services are required for outside of normal business hours.

The successful tenderer will maintain a telephone call centre which meets the following requirements:

·The telephone call centre will be equipped to receive and respond to facsimiles and toll-free or reverse charges telephone calls from anywhere in the world; and

·Telephone operators will follow a script approved by DSHIS in writing (and as amended by DSHIS from time to time) when answering telephone calls to the telephone .

The successful tenderer will be provided with detailed instructions for call staff to follow when responding to DSHIS clients calls.Any clients who require DSHIS staff assistance will be reported to DSHIS in a daily file.