(1) Whether her department has a detailed policy on (a) the customer call centre and (b) telephone etiquette specifically with reference to waiting times for (i) call pickup, (ii) on-hold and (iii) language usage; if not, why not; if so, in each case, what are the relevant details; (2) whether her department monitors the (a) implementation, (b) performance and (c) quality of this policy; if not, why not; if so, in each case, what are the relevant details; (3) what (a) is the total number of (i) calls received, (ii) calls dropped and (iii) call-backs received by her department and (b) has been the average waiting time (i) in the 2011-12 financial year and (ii) since 1 April 2012?