RTA shuts down call centre

The call centre for the NSW Roads and Traffic Authority remains closed after three days, following the discovery of fumes in the authority's Newcastle office.

A statement released by the RTA on Wednesday said the contact centre was closed due to “an incident on Tuesday when fumes were detected".

“Workcover will keep the building closed until they have completed further tests," the release stated.

A spokesperson for Workcover told Computerworld Australia it expected the results of test on the fumes to be back today, and that it expected the building would be re-opened. No other update could be provided, however, and the call centre remained closed at time of writing.

Online services remain unaffected.

"We are currently experiencing intermittent problems with our interim arrangements," the release stated. "A call handling service has been set up but there is still only limited capacity to take calls and customers are urged to visit local registries or the website to conduct business transactions."

Upon calling the contact centre, users are greeted with the following message: "Welcome to the RTA. Due to an evacuation of our call centre, we're unable to answer your call. However, an agent will take your name and phone number, and an RTA representative will return your call as soon as possible. Our usual standard of service will be difficult to maintain and therefore we ask for your patience. Also for your convenience, we have the option for you to leave your name and number by pressing 2. To speak to an agent, please hold the line."

RTA representatives were not available for comment.

The incident in Newcastle follows a 12-hour traffic build-up on the F3 this week, and the subsequent sacking of RTA CEO Michael Bushby by NSW Premier, Kristina Keneally.


Copyright © 2010 IDG Communications, Inc.

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