"The ACCC's Infocentre receives information requests, complaints and inquiries from consumers and businesses. This may occur via telephone, email, fax, letter, or through lodgement of online forms on ACCC websites," the documents read.

"The most time consuming contacts to process are those received by email as these are tracked using MS Outlook and MS Excel spreadsheet prior to entering into the ACCC's case management system."

Commenting on the new contact centre system, the ACCC said it would approach the project in two stages. The first would include sourcing a commercial off-the-shelf solution to enable contacts management -- the registration, recording, classification, management and reporting of inquiries -- and an operator's workbench - -to allow staff to quickly find relevant policy and procedures documents.

Stage two, still under consideration, could include building at the contact centre system to be used by other business units, and potentially integrate the contacts management capability with the wider management of cases, complaints, stakeholders, compliance, investigations and intelligence activities.