RACING AUSTRALIA ANNUAL REPORT 2021 19 CALLS ANSWERED SERVICE Phase of Service Service Standard Service Standard Actual Annual Variation Number of Calls Monthly Average Traffic Light Call Answer 60% of calls to be answered in less than 60 seconds 60% 61.98% +1.98% 100,614 8,385 Call Answer 30% of calls to be answered between 60 and 120 seconds 25% 26.29% +1.29% 42,595 3,550 Call Answer 10% of calls answered over two minutes 10% 8.80% +1.20% 14,419 1,201 Call Answer 5 % of calls abandoned before being answered 5% 2.95% +2.05% 4,771 397 Total Call Time 2 minutes 40 seconds 2.40 Mins 1.87 Mins 0.53 Mins 162,399 13,533 Phase of Service Service Standard Average Monthly Calculation Target Standard Actual Annual Variance Traffic Light Nominations RA Nominations to be Released within no more than 10 min official close 98% 98.42% +0.42% Riders RA Riders to be Released within no more than 18 min official close 98% 99.71% +1.71% Acceptances PRA Acceptances to be Released within no more than 15 min official close 98% 99.03% +1.03% Scratchings RA Final Scratchings to be released within no more than 15 min official close where no Emergencies 98% 99.34% +1.34% 20 min official close where Emergencies 98% 99.34% +1.34% TOTAL SMS & EMAIL COMMUNICATIONS Total SMSs Monthly Average Total Emails Monthly Average SMS – Sent by RA 1,776,973 148,081 Email – Sent by RA 2,899,890 241,657 TOTAL TRANSACTIONS IN 2020/21 Online 75.95% Phone 24.05% Total calls answered in 2020/21 162,399 Total Emails sent in 2020/21 2,899,980
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