Announcement

New process to call the CIAP Helpdesk from Friday 11 June 2021.

We are implementing a new process for contacting the CIAP helpdesk by phone. This will further streamline our processes to enable us to better manage and track incidents and enquiries relating to CIAP.

What is the new process to call the CIAP Helpdesk?

From 8.30am on Friday 11 June 2021, to log CIAP enquiries via phone, please call the State-Wide Service Desk (SWSD) on 1300 28 55 33. SWSD agents will provide support and/or transfer enquiries to the CIAP team if required.

If you call the existing 24/7 CIAP Helpdesk telephone number (1800 824 279) from 11 June 2021, your call will be automatically routed to SWSD. This automatic routing will remain in place until early 2022, after which time the SWSD number must be called.

How about logging enquiries online?

Please use the new CIAP Request Form in SARA to raise any enquiries related to CIAP. These tickets will be automatically assigned to the CIAP team for resolution.

How are these changes better?

Capturing enquiries through the SWSD and SARA enables the CIAP team to better manage and track incidents and enquiries. Staff will also be able to track and check the status of their request through ‘My Items’ on the SARA portal.

The dedicated CIAP support staff will continue to receive phone calls (via SWSD) and all electronic enquiries (via SARA) relating to the CIAP website.

If you have any questions regarding this change, please contact the CIAP Helpdesk.