❓ Hon Donna Faragher asked the Department of Communities about contact volumes and unanswered contacts to Kids Helpline in WA for 2020 and 2021. The answer provides a breakdown by telephone, email, and web chat.
AnsweredQoN 635Legislative Council
QuestionView source ↗
(1) I refer to the Kids Helpline counselling service for young people aged 5 to 25 and the Department of Communities, and I ask in 2020 and 2021, what was the total number of contacts made to the Kids Helpline service from children and young people in Western Australia via the following methods : (a) telephone; (b) email; and (c) web chat? (2) For each of the methods referenced in (1), how many contacts were not answered?
AnswerView source ↗
Answered
10 May 2022
Responded by
Leader of the House representing the Minister for Community Services
Response time
6 days
1.
2020
Type of Contact
Number of Contacts
Telephone
15,740
Email
2,004
Web Chat
15,132
Total
32,876
2021
Type of Contact
Number of Contacts
Telephone
18,137
Email
2,076
Web Chat
13,840
Total
34,053
2. 2020
Type of Contact
Number of Contacts
Number of Unanswered Contacts
Telephone
15,740
8,094
Email
2,004
0
Web Chat
15,132
11,070
Total
32,876
19,164
2021
Type of Contact
Number of Contacts
Number of Unanswered Contacts
Telephone
18,137
10,789
Email
2,076
0
Web Chat
13,840
9,554
Total
34,053
20,343
When calling the service, callers will hear a 20-second introduction message before their call is progressed to a counsellor. Approximately 20 per cent of unanswered calls are callers hanging up before the completion of the 20-second message. These calls do not enter the phone queuing system, but they recorded as unanswered.
2020
Type of Contact
Number of Contacts
Telephone
15,740
2,004
Web Chat
15,132
Total
32,876
2021
Type of Contact
Number of Contacts
Telephone
18,137
2,076
Web Chat
13,840
Total
34,053
2. 2020
Type of Contact
Number of Contacts
Number of Unanswered Contacts
Telephone
15,740
8,094
2,004
0
Web Chat
15,132
11,070
Total
32,876
19,164
2021
Type of Contact
Number of Contacts
Number of Unanswered Contacts
Telephone
18,137
10,789
2,076
0
Web Chat
13,840
9,554
Total
34,053
20,343
When calling the service, callers will hear a 20-second introduction message before their call is progressed to a counsellor. Approximately 20 per cent of unanswered calls are callers hanging up before the completion of the 20-second message. These calls do not enter the phone queuing system, but they recorded as unanswered.
Explore WA Government Data
Search the full archive in the free dashboard, or query programmatically via API.
Explore more
Government Gazette
Appointments, regulatory notices, planning changes.
Hansard
Debates, questions, speeches and sentiment.
Tabled Papers
Reports and documents tabled in Parliament.
Committees
Committee profiles and recent reports.
Regulations
Subsidiary legislation with filters and summaries.
Bills
Proposed laws and parliamentary progress.
Acts
Current WA legislation and summaries.
Explanatory Memoranda
Bills with EMs (text/PDF) available.
Members
MP profiles, party breakdown and rankings.
Pollie Rankings
Data-driven rankings across 19 categories.
Amendment Chains
Track how schemes and regulations evolve over time.