Quarterly report - December 2011

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;
• business.gov.au 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 Support Line on 3 September 2009 to 30 December 2011 (inclusive), 44,299 calls have been answered and 4,938 emails* sent. Since its launch of the 'Live Chat' service on 15 November 2010, 2,518 customer chats have been initiated.

The Top 5 SBSL call enquiries are:

1. Registration and licences
2. Government initiatives, grants and assistance
3. Starting a business
4. Legal, accounting and 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 email includes ABN lookup emails sent in the period from 10 May 2010 to 1 July 2011