Handle emergencies and complaints on Pharmaceutical Benefits Scheme (PBS) Authority line 012-60130040

When emergency situations affect the operation of the PBS Authority line or risk the approval of PBS Authority prescriptions, the emergency Interactive Voice Recording (IVR) message may be activated.

When the emergency IVR message is activated in the event of an emergency situation, staff will not receive calls until the emergency IVR message is removed.

The Resources page contains examples of emergency situations that may affect the operation of the PBS Authority line and what actions are required. Actions include activation of emergency IVR messaging and stakeholder notification.

When Service Officers receive complaints from doctors regarding call wait times they should:

• apologise to the doctor in the first instance for any inconvenience
• thank the prescriber for their patience and ask how they can help now
• advise the current call wait times have been acknowledged

The following points provide additional support/scripting for Service Officers when handling enquiries regarding wait times on the PBS Authority line:

• The majority of calls to the PBS Authority line are being handled immediately
• We constantly review our call volume to make sure the maximum number of Service Officers are available during peak times
• Callers are placed into a queue. We endeavour to keep wait times brief
• Occasionally technical issues result in delays
• We focus on providing high quality and efficient services
• We consistently review our processes, procedures, and technology to improve the quality and responsiveness to medical providers

If the prescriber is responsive and would like an alternative, suggest self-serve through digital channels via Health Professional Online Services.