The time you wait for the Novopay Service Centre to answer your calls has reduced

We undertook to reduce the call waiting time to 4 minutes. We increased the number of staff in the call centre, and improved our processes for answering your questions. The average waiting time reduced considerably to early December 2012, although there were still a few people waiting for a long time. From mid December 2012 onwards call times increased due to the high workload brought about by end of year and start of year processing activities. We are continuing to work on further reducing wait times.

Call Waiting Time

This is the time spent waiting on the phone from when the recorded message finished until the call was answered by a person.

Note: Call waiting times were not available for 22 and 23 July 2013 because the Novopay Service Centre was affected by an earthquake in Wellington. They were also not available for the period 24 December 2012 to 2 January 2013.

 

 

Date  Average Call Waiting Times
22/08/2012 11 minutes 20 seconds
23/08/2012 12 minutes 30 seconds 
24/08/2012 09 minutes 23 seconds
27/08/2012 11 minutes 26 seconds 
28/08/2012 11 minutes 16 seconds
29/08/2012 09 minutes 51 seconds
30/08/2012 11 minutes 41 seconds
31/08/2012 17 minutes 58 seconds
03/09/2012 15 minutes 22 seconds
04/09/2012 03 minutes 11 seconds
05/09/2012 08 minutes 30 seconds
06/09/2012 07 minutes 33 seconds
07/09/2012 16 minutes 38 seconds
10/09/2012 21 minutes 52 seconds 
11/09/2012  20 minutes 25 seconds
12/09/2012 14 minutes 11 seconds
13/09/2012 16 minutes 45 seconds
14/09/2012 06 minutes 39 seconds
17/09/2012 18 minutes 34 seconds
18/09/2012 06 minutes 47 seconds
19/09/2012 12 minutes 08 seconds
20/09/2012 03 minutes 24 seconds
21/09/2012 12 minutes 39 seconds
24/09/2012 12 minutes 48 seconds
25/09/2012 09 minutes 03 seconds
26/09/2012 06 minutes 05 seconds
27/09/2012 23 minutes 09 seconds
28/09/2012 21 minutes 07 seconds
01/10/2012 05 minutes 54 seconds
02/10/2012 01 minute 22 seconds
03/10/2012 08 minutes 19 seconds
04/10/2012 03 minutes 05 seconds
05/10/2012 18 seconds
08/10/2012 02 minutes 09 seconds
09/10/2012 57 seconds
10/10/2012 01 minute 51 seconds 
11/10/2012 06 minutes 50 seconds 
12/10/2012 04 minutes 30 seconds
15/10/2012 Data not available
16/10/2012 Data not available
17/10/2012 14 minutes 55 seconds
18/10/2012 05 minutes 25 seconds
19/10/2012 09 minutes 14 seconds
23/10/2012 04 minutes 35 seconds
24/10/2012 03 minutes 08 seconds
25/10/2012 08 minutes 59 seconds
26/10/2012 06 minutes 57 seconds
29/10/2012 13 minutes
30/10/2012 52 seconds
31/10/2012 23 seconds
01/11/2012 09 seconds
02/11/2012 16 seconds
05/11/2012 01 minute 19 seconds
06/11/2012 32 seconds
07/11/2012 42 seconds
08/11/2012 03 minutes 22 seconds
09/11/2012  01 minute 12 seconds
12/11/2012 04 minutes 12 seconds
13/11/2012 04 minutes 22 seconds
14/11/2012 10 minutes 22 seconds
15/11/2012 3 minutes 23 seconds
16/11/2012 5 minutes 4 seconds
19/11/2012 10 minutes 27 seconds
20/11/2012 11 minutes 9 seconds
21/11/2012 11 minutes 36 seconds
22/11/2012 6 minutes 32 seconds
23/11/2012 24 seconds
26/11/2012 7 minutes 12 seconds
27/11/2012 1 minute 5 seconds
28/11/2012 6 minutes 15 seconds
29/11/2012 1 minute 54 seconds
30/11/2012 2 minutes 42 seconds
03/12/2012 2 minutes 38 seconds
04/12/2012 28 seconds
05/12/2012 1 minute 10 seconds
06/12/2012 5 minutes 23 seconds
07/12/2012 2 minutes 41 seconds
10/12/2012 11 minutes 50 seconds
11/12/2012 7 minutes 1 second
12/12/2012 13 minutes 4 seconds
13/12/2012 12 minutes 52 seconds
14/12/2012 16 minutes 45 seconds
17/12/2012 11 minutes 47 seconds
18/12/2012 14 minutes 24 seconds
19/12/2012 28 minutes 57 seconds
20/12/2012 12 minutes 11 seconds
21/12/2012 23 minutes 12 seconds
03/01/2013 16 seconds
04/01/2013 1 minutes 1 seconds
07/01/2013 15 minutes 29 seconds
08/01/2013 7 minutes 59 seconds
09/01/2013 6 minutes 30 seconds
10/01/2013 6 minutes 47 seconds
11/01/2013 6 minutes 17 seconds
14/01/2013 7 minutes 52 seconds
15/01/2013 9 seconds
16/01/2013 4 seconds
17/01/2013 15 seconds
18/01/2013 7 seconds
21/01/2013 27 seconds
22/01/2013 58 seconds
23/01/2013 16 seconds
24/01/2013 48 seconds
25/01/2013 38 seconds
28/01/2013 57 seconds
29/01/2013 4 minutes 51 seconds
30/01/2013 5 minutes 55 seconds
31/01/2013 22 minutes 4 seconds
01/02/2013 29 minutes 44 seconds
04/02/2013 11 minutes 5 seconds
05/02/2013 17 minutes 21 seconds
06/02/2013 12 seconds
07/02/2013 11 minutes 28 seconds
08/02/2013 10 minutes 33 seconds
11/02/2013 21 minutes 10 seconds
12/02/2013 5 minutes 4 seconds
13/02/2013 4 minutes 12 seconds
14/02/2013 27 minutes 10 seconds
15/02/2013 8 minutes 58 seconds
18/02/2013 10 minutes 23 seconds
19/02/2013 9 minutes 41 seconds
20/02/2013 9 minutes 38 seconds
21/02/2013 8 minutes 44 seconds
22/02/2013 8 minutes 26 seconds
25/02/2013 6 minutes 41 seconds
26/02/2013 34 seconds
27/02/2013 2 minutes 59 seconds
28/02/2013 15 minutes 2 seconds
01/03/2013 6 minutes 49 seconds
04/03/2013 31 minutes and 34 seconds
05/03/2013 15 minutes and 35 seconds
06/03/2013 10 minutes and 53 seconds
07/03/2013 10 minutes and 51 seconds
08/03/2013 4 minutes and 15 seconds
11/03/2013 5 minutes and 18 seconds
12/03/2013 5 minutes and 32 seconds
13/03/2013 2 minutes and 50 seconds
14/03/2013 30 minutes and 20 seconds
15/03/2013 20 minutes and 10 seconds
18/03/2013 29 minutes
19/03/2013 19 minutes and 2 seconds
20/03/2013 16 minutes
21/03/2013 2 minutes and 38 seconds
22/03/2013 1 minute and 8 seconds
25/03/2013 7 minutes and 14 seconds
26/03/2013 8 minutes and 8 seconds
27/03/2013 2 minutes and 46 seconds
28/03/2013 29 minutes and 37 seconds
02/04/2013 2 seconds
03/04/2013 17 minutes and 41 seconds
04/04/2013 10 minutes and 1 second
05/04/2013 5 minutes and 50 seconds
08/04/2013 7 minutes and 24 seconds
09/04/2013 3 minutes and 51 seconds
10/04/2013 2 minutes and 34 seconds
11/04/2013 10 minutes and 39 seconds
12/04/2013 5 minutes and 10 seconds
15/04/2013 8 minutes and 8 seconds
16/04/2013 12 minutes and 9 seconds
17/04/2013 13 minutes and 51 seconds
18/04/2013 11 minutes and 16 seconds
19/04/2013 4 minutes and 13 seconds
22/04/2013 12 seconds
23/04/2013 3 seconds
24/04/2013 3 seconds
25/04/2013 Data not available
26/04/2013 44 seconds
29/04/2013 49 seconds
30/04/2013 59 seconds
01/05/2013 9 seconds
02/05/2013 31 seconds
03/05/2013 10 seconds
06/05/2013 6 minutes
07/05/2013 1 minute and 59 seconds
08/05/2013 2 minutes and 37 seconds
09/05/2013 7 minutes and 7 seconds
10/05/2013 34 seconds
13/05/2013 5 minutes and 55 seconds
14/05/2013 2 minutes and 21 seconds
15/05/2013 2 minutes and 32 seconds
16/05/2013 13 seconds
17/05/2013 12 seconds
20/05/2013 1 minute and 11 seconds
21/05/2013 24 seconds
22/05/2013 35 seconds
23/05/2013 19 seconds
23/05/2013 5 minutes and 21 seconds
27/05/2013 3 minutes and 16 seconds
28/05/2013 2 minutes and 38 seconds
29/05/2013 3 minutes and 42 seconds
30/05/2013 1 minute and 36 seconds
31/05/2013 33 seconds
04/06/2013 27 seconds
05/06/2013 23 seconds
06/06/2013 2 minutes and 13 seconds
07/06/2013 19 seconds
10/06/2013 1 minute and 14 seconds
11/06/2013 37 seconds
12/06/2013 2 minutes and 2 seconds
13/06/2013 36 seconds
14/06/2013 6 seconds
17/06/2013 28 seconds
18/06/2013 11 seconds
19/06/2013 5 minutes and 10 seconds
12/06/2013 1 minute and 20 seconds
21/06/2013 23 seconds
24/06/2013 1 minute and 44 seconds
25/06/2013 44 seconds
26/06/2013 2 minute and 09 seconds
27/06/2013 1 minute and 44 seconds
28/06/2013 1 minute and 35 seconds
1/07/2013 22 seconds
2/07/2013 9 seconds
3/07/2013 26 seconds
4/07/2013 2 minute and 09 seconds
5/07/2013 29 seconds
8/07/2013 2 minute and 57 seconds
9/07/2013 2 minute and 45 seconds
10/07/2013 3 minute and 46 seconds
11/07/2013 27 seconds
12/07/2013 20 seconds
13/07/2013 5 seconds
16/07/2013 5 seconds
17/07/2013 5 seconds
18/07/2013 47 seconds
19/07/2013 9 seconds
22/07/2013 Not available
23/07/2013 Not available
24/07/2013 16 seconds
25/07/2013 22 seconds
26/07/2013 12 seconds
29/07/2013 2 minute and 31 seconds
30/07/2013 1 minute and 35 seconds
31/07/2013 1 minute and 5 seconds
1/08/2013 4 minutes
2/08/2013 1 minute and 49 seconds
5/08/2013 7 minutes and 1 seconds
6/08/2013 1 minute and 17 seconds
7/08/2013 2 minutes and 38 seconds
8/08/2013 41 seconds
9/08/2013 29 seconds
12/08/2013 56 seconds
13/08/2013 10 seconds
14/08/2013 1 minute and 3 seconds
15/08/2013 1 minute and 29 seconds
16/08/2013 1 minute and 10 seconds
19/08/2013 1 minute and 48 seconds
20/08/2013 3 minutes and 44 seconds
21/08/2013 2 minutes and 40 seconds
22/08/2013 2 minutes and 47 seconds
23/08/2013 28 seconds
26/08/2013 50 seconds
27/08/2013 17 seconds
28/08/2013 17 seconds
29/08/2013 39 seconds