Public Enquiry Phone Script for Government Offices
Government | Call script

Use this when: Staff answer public calls and need a consistent, helpful approach.

Opening
"Thank you for calling [department]. This is [first name]. How can I help?"

Understand it
- Listen without interrupting, then repeat it back: "So you're asking about [topic]. Is that right?"
- "Is there a deadline we should know about?"

If you can answer it
Give the answer from approved information, and tell them where it's published.

If you can't
"That's handled by [office]. I can give you their number, or transfer you. Which would you prefer?"

If it needs follow-up
"I'll log this. Your reference is [number], and someone will contact you by [date]."

If they're upset
"I can hear this has been frustrating. Let me see what I can do, or who can help."

Close
"Is there anything else I can help you with today?"

Before you use this: Follow your privacy, access and language-service policies. Verify identity before discussing personal files.

Fill in the items in square brackets and adapt this to your business.
Free template from SAZ: https://playbooks.saz.ca/p/government-call-script