September 2011

Quarterly Report

The Small Business Support Line is the first point of call for advice and referral services to small business owners who are pressed for time and need answers to business related issues.

The National Support Line links into existing small business support mechanisms including:

  • Business Licensing Information & Referrals;
  • website navigations;
  • Business Enterprise Centres; and
  • State and Territory Governments.

Support Line Advisers have the business experience and customer service skills to assist with all small business related enquiries. As well as providing direct support to small business, the Support Line can put business owners in touch with specialist advisers on a range of matters such as:

  • business planning;
  • cash flow management;
  • marketing and promotion;
  • registration and licenses;
  • personal stress and hardship;
  • and other issues small businesses are dealing with due to the global recession.

From the launch of the SBSL on 3 September 2009 to 30 September 2011 (inclusive) 39,358 calls have been answered and 4,571 emails* sent. The 'Live Chat' service has seen 2,101 chats initiated by small business customers.

The top 5 call enquiries are about:

  1. Registration and licences Government initiatives,
  2. grants and assistance
  3. Starting a business
  4. Legal, accounting & taxation services
  5. Business planning and diagnostic services

The top 5 industry sectors using the support line are:

  1. Retail Trade
  2. Professional, Scientific and Technical Services
  3. Construction
  4. Health and Community Services
  5. Accommodation and Food Services

*Total emails include ABN lookup emails sent in the period from 10 May 2010 to 30 June 2010.

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